home Calculators Rostelecom standard contract for communication services. How to refuse and return Rostelecom equipment? Subscriber complaint filing

Rostelecom standard contract for communication services. How to refuse and return Rostelecom equipment? Subscriber complaint filing

Approved by the President of OJSC Rostelecom
Rules for the provision of communication services by OJSC Rostelecom to legal entities
1. General Provisions

Scope and regulation
1. The rules for the provision of communication services by OJSC Rostelecom to legal entities (hereinafter referred to as the “Rules”) were developed in accordance with Civil Code RF, Federal law“On Communications”, other current legislation Russian Federation and regulate the relationship between the Subscriber and the Operator in the provision of communication services provided for in the Agreement.
2. These Rules are an integral part of the Agreement and the Subscriber, by concluding the Agreement, agrees to their terms.
3. If a separate agreement between the Parties establishes other conditions for the provision of the Operator’s Communication Services than those provided for in these Rules, the rules of the separate agreement apply.
4. Communication services are provided by the Operator in accordance with the current legislation of the Russian Federation, the Rules for the provision of communication services and on the basis of licenses for the provision of the relevant type of communication services. Details of the Operator’s licenses are posted on the website of OJSC Rostelecom rt.ru (Media Registration Certificate No. FS77-38643) and in places of work with Subscribers:

Intrazonal telephone services	№ 86466	Issued by Roskomnadzor	04.10.2002 – 16.02.2016
Local telephone services, with the exception of local telephone services using payphones and public access facilities	№ 86464	Issued by Roskomnadzor	04.10.2002 – 27.01.2016
Long-distance and international telephone services	№ 29777	Issued by the Ministry of Communications of the Russian Federation	12/11/2003 to 12/11/2013
Telematic communication services	№ 86475	Issued by Roskomnadzor	05/15/2007 to 02/16/2015
Communication services for cable broadcasting purposes	№ 86459	Issued by Roskomnadzor	05/06/2011 to 03/26/2016
Communication services for data transmission, with the exception of communication services for data transmission for the purpose of transmitting voice informatization	№ 86473	Issued by Roskomnadzor	05/15/2007 to 01/27/2016
Communication services for data transmission for the purpose of transmitting voice information	№ 86474	Issued by Roskomnadzor	05/25/2006 to 05/25/2016

1.2. Concepts and definitions

For the purposes of these Rules, the following concepts and definitions are used:

“Acceptance certificate of services rendered” means a formalized document confirming the proper provision of Services to the Subscriber and signed by authorized representatives of both Parties to the Agreement.

"Subscriber" - entity, with whom the Agreement has been concluded when allocating a subscriber number (numbers) and/or a unique identification code for these purposes;

“Subscriber device” (“User equipment”)- legally owned by the Subscriber technical means, including software that provides the Subscriber with access to the Operator’s Services by connecting this device (equipment) to the Operator’s Communication Network.

“Agreement on the provision of communication services (“Agreement”)- an agreement between the Operator and the Subscriber, in accordance with which the Operator undertakes to provide Services to the Subscriber, and the Subscriber undertakes to accept and pay for the Services provided to him.

"Additional agreement"- any and every additional agreement, which is an integral part of the Agreement, in accordance with which the Parties make changes and additions to the Agreement regarding the list of Services provided by the Operator, used Tariff plan, terms of provision and other essential terms of the Agreement.

"Personal Area"- is an automated self-service interface for users of communication services of OJSC Rostelecom, located on the corporate website of OJSC Rostelecom, or on the local websites of Macro-regional branches of OJSC Rostelecom, allowing users to independently control the account status, order details by telephone, telematic services communication and data network services, view the list of invoices issued and payments made, access additional services OJSC Rostelecom, as well as perform other legally significant actions. Organization of Subscribers' access to the Personal Account is carried out subject to the availability of the appropriate technical capabilities of OJSC Rostelecom.

"Operator"- Rostelecom".

« Reporting period" means the period of one calendar month in which the relevant Services were provided.

"Rules"- this document, as well as appendices, additions and amendments to it.

"Rules for the provision of communication services"– Rules for the provision of local, intrazonal, intercity, international telephone communication services, approved by Decree of the Government of the Russian Federation No. 310 of May 18, 2005, Rules for the provision of communication services for data transmission, approved by Decree of the Government of the Russian Federation No. 32 of January 23, 2006, Rules for the provision of telematic communication services, approved by Decree of the Government of the Russian Federation No. 575 of September 10, 2007, Rules for the provision of communication services for the purposes of television broadcasting and (or) radio broadcasting, approved by Decree of the Government of the Russian Federation No. 785 of December 22, 2006.

« Billing period" - the calendar month beginning immediately after the Reporting Period.

"Parties"- Subscriber and Operator, referred to together.

“Operator Communication Network” (“Communication Network”) – technological system, which includes the means and communication lines necessary to provide Communication Services to Subscribers on the basis of appropriate licenses.

« Rate"means the price at which payment for the Services provided occurs between the Parties.

"Tariff plan"- a set of price conditions under which the Operator offers to use one or more communication services.

« Service" means each of the communication services provided by the Operator to the Subscriber in accordance with the terms of the Agreement.

The Parties use the concepts and definitions given in this article when interpreting these Rules and the Agreement.
2. Procedure and conditions for concluding, amending and terminating the Agreement

2.1. Conclusion of the Agreement

2.1.1. Communication services are provided on the basis of an Agreement concluded between the Operator and the Subscriber.

2.1.2. The Agreement is signed in two copies having equal legal force - one for each of the Parties.

2.1.3. These Rules are an appendix and an integral part of the Agreement and are posted on the Operator’s website, at points of service provision and places of work with the Operator’s Subscribers.

2.1.4. Use of the Operator's Services means the Subscriber's unconditional agreement with these Rules.

2.1.5. Services are provided by the Operator to the Subscriber if technically possible.

2.1.6. At the Subscriber's request, the contract can be concluded for certain period. If the Parties do not agree on writing term condition, the Agreement is considered concluded for an indefinite period.

2.2. Changes and additions to the terms of the Agreement

2.2.1. All changes and additions to the Agreement are made in writing, by agreement of the Operator and the Subscriber, by concluding Additional Agreements to the Agreement or drawing up other documents in the form established by the Operator, with the exception of changes and additions made by the Parties unilaterally in accordance with these Rules or legislation RF. When amending the Agreement, the rights and obligations of the Parties are considered changed from the moment of concluding the relevant Additional Agreement, or - in the case of changing the Agreement unilaterally - from the moment the authorized Party takes appropriate actions aimed at changing the Agreement.

2.2.2. Amendments to the Agreement regarding the list of Services provided or Tariff plans are carried out by concluding an Additional Agreement between the Parties (changes in the tariff plan for local telephone services are carried out upon the written application of the Subscriber), and if the Operator has the technical capabilities - interactively, through the Personal Account

2.3. Termination/termination of the Agreement

2.3.1. The Agreement may be terminated at any time by agreement of the Parties.

2.3.2. Subject to payment for the Services provided, the Subscriber has the right at any time, taking into account the requirements of clause 3.3.5 of the Rules, to unilaterally terminate the Agreement by filing an application for unilateral termination of the Agreement and submitting the application to the Operator. The date of acceptance of the application by the Operator is the date of termination of the Agreement.

2.3.3. The Operator has the right to unilaterally terminate the Agreement if the Subscriber does not eliminate the violation of the requirements established by the Federal Law “On Communications”, the Rules for the provision of communication services or these Rules (including in case of non-payment for Services) within 6 (Six) months from the date of receipt by the Subscriber notifying the Operator in writing of the intention to suspend the provision of Services.

2.3.4. In the event that the Subscriber's right to own and use the premises specified in the Agreement, in which the equipment for the provision of Services is installed, is terminated, the Agreement with the Subscriber shall terminate.
3. Rights and obligations of the Parties

3.1. The operator is obliged:

3.1.1. Provide Services to the Subscriber in accordance with the legislation of the Russian Federation, licenses, Agreement, and these Rules.

3.1.2. Eliminate malfunctions that impede the use of the Services, at the request of the Subscriber, taking into account technical capabilities within the time limits established by the current regulations, and faults that arose through the Subscriber’s fault must be eliminated, taking into account technical capabilities, for an additional fee, in accordance with the current Operator Tariffs.

3.1.3. Notify the Subscriber of changes in Tariffs for Services by the Operator within the time frame and in the manner prescribed by current legislation and the Agreement.

3.1.4. When connecting to the Services, the Operator is obliged to send the Subscriber 2 (two) copies of the Certificate of Commencement of Services within 3 (three) business days from the date of signing by the Parties of the Agreement. The commencement date for the provision of Services is the date specified in the relevant Certificate of commencement of provision of Services.

3.1.5. Before the 5th (fifth) working day of the Billing period, send the Subscriber a signed Certificate of Acceptance of Services Rendered in two copies.

3.2. The operator has the right:

3.2.1. Having notified the Subscriber, suspend the provision of Services to him in the event of a violation by the Subscriber of the requirements related to the provision of these Services and established by the Federal Law “On Communications”, other regulatory legal acts and the Agreement, including violation of the terms of payment for the Services provided to the Subscriber and the obligations provided for in clause 3.3 .9. of these Rules, until the violation is eliminated or documents are provided confirming payment to the Operator for the cost of the Services provided (in the event that the suspension of the provision of Services was caused by a violation of the payment terms).

3.2.2. Make proposals to amend the Agreement, connect the Subscriber to new Services by posting an offer on the website of OJSC Rostelecom www.rt.ru or in other media, or sending a written notification to the Subscriber on invoice forms or other means. The Operator has the right in the posted offer to establish the procedure for the Subscriber’s acceptance of the Operator’s offer to amend the Agreement and connect new (additional) Services. The Subscriber's performance of the actions provided for in the offer confirms the conclusion between the Operator and the Subscriber of an additional agreement on changing the terms of the Agreement.

3.2.3. Independently establish and/or change Tariffs for Services, subject to notifying the Subscriber at least 10 (ten) days in advance of the introduction of these changes by posting the relevant information on the website of OJSC Rostelecom www.rt.ru or in other media or areas notifications in any other acceptable manner. The Operator has the right to additionally notify Subscribers about the introduction of changes by posting information about the change on account forms, in places of work with Subscribers, as well as using electronic, fax, written messages, etc.

3.2.4. Require the Subscriber to fulfill obligations under the Agreement, incl. unfulfilled monetary obligations to the Operator, transfer (assign) to third parties the right to demand the fulfillment of these obligations, providing them with the information necessary for this about the Subscriber and his obligations. In this case, the Subscriber’s consent is not required to transfer (assign) to a third party the specified right of claim from the Subscriber.

3.2.5. Transfer information about the Subscriber to operators of interacting communication networks for the purposes of mutual payments for Services and consideration of claims.

3.2.6. Suspend the provision of Services under the Agreement if the Subscriber uses subscriber numbers or dedicated means of communication to provide Services to third parties.

3.2.7. Demand compensation by the Subscriber for losses (in the form of lost profits) for the period of forced suspension of the provision of the Service that arose due to damage and/or downtime of the Operator’s equipment due to the Subscriber’s fault, based on the Tariff for the relevant Service in proportion to the time of suspension of its provision.

3.2.8. Demand reimbursement of the full cost of restoring the Operator’s equipment in the event of its damage due to the Subscriber’s fault, and in the event of non-return of the equipment by the Subscriber - full payment of the cost of the equipment.

3.2.9. Provide (send) information to the Subscriber, including advertising information, about the Operator’s Services, methods and conditions for their provision and ordering in accordance with the requirements of current legislation.

3.3. The subscriber is obliged:

3.3.1. Pay for the Services in full and within the terms specified in the Agreement, in accordance with the Operator’s Tariffs in effect at the time of provision of the relevant Services.

3.3.2. Notify the Operator in writing about the termination of the Subscriber's right to own and/or use the premises in which the Subscriber's user (terminal) equipment is installed, specified in the Agreement, about changes in the registration address, postal address, and business name of the Subscriber specified in the Agreement, within a period not exceeding 60 calendar days from the date of the relevant changes. Notify the Operator in writing of a change in the delivery address of bills, invoices within 3 days from the date of change, or (if technically possible) through the “Personal Account”.

3.3.3. Notify the Operator of all cases of communication interruptions in the Services provided to the Subscriber.

3.3.4. IN work time ensure unimpeded access for the Operator’s employees who present the appropriate certificate to perform work necessary to fulfill the Agreement, as well as to carry out inspection, repair and Maintenance facilities, structures, communication lines in premises, as well as on land plots in the possession and (or) use of the Subscriber. If it is necessary to carry out work on organizing an access line, ensure that the necessary permits and approvals are obtained from the owner of the territory (premises) on which the Operator’s equipment and/or the Subscriber’s equipment is located, for carrying out work on laying cables, constructing cable ducts and organizing cable entry, as well as the placement and power supply of the Operator’s equipment.

3.3.5. In the event of a unilateral complete (partial) refusal to fulfill the Agreement, notify the Operator in writing before the expected date of disconnection of the Service, and also pay the Operator the cost of the Services provided in the amount provided for by the Operator’s Tariffs in force at the time of their provision. Payment must be made by the date of the corresponding refusal to execute the Agreement specified in the notification, but not less than the date of receipt by the Operator of the above notification.

3.3.6. Do not allow unauthorized connection to the network of user (terminal) devices and other terminal equipment, connection to other subscriber lines, as well as unauthorized connection to the telecommunication network of user (terminal) devices with dedicated subscriber numbers in excess of the number specified in the Agreement and the relevant Additional Agreements.

3.3.7. Do not allow the use of communication means to deliberately create conditions for other subscribers that make it difficult to use the Services, as well as interfere with the normal functioning of the communication network.

3.3.8. Do not use the user (terminal) device and (or) dedicated subscriber number to provide communication services to third parties, including by organizing gateways for access to the communication network, IP telephony, etc.

3.3.9. Use only certified equipment and licensed software when receiving Services.

3.3.10. Within 3 (three) business days from the date of receipt, provide the Operator with a signed Certificate of Commencement of Services or provide a reasoned refusal. If, within the above period, the Certificate of commencement of service provision signed by the Subscriber or a reasoned refusal is not received by the Operator, then the date of commencement of provision of Services is considered to be the date specified in the Certificate of commencement of provision of services. In case of receipt of a reasoned refusal, the Parties draw up a bilateral act with a list of necessary modifications and indicating the deadlines for their implementation.

3.3.11. When concluding the Agreement, familiarize yourself with these Rules and Tariffs/Tariff plans of the Operator.

3.3.12. Within 10 (ten) working days from the date of receipt, provide the Operator with a signed copy of the Certificate of Acceptance of Services Rendered.

3.3.13. Do not take actions knowingly aimed at disrupting the normal functioning of the Operator’s equipment or gaining unauthorized access to the equipment or the Operator’s communication network.

To obtain the right to use the services of Rostelecom, the client enters into a corresponding agreement with the provider. It contains the conditions for the provision of the necessary services and provisions governing the issue of cancellation of the agreement. To a certain extent, they complicate the process of terminating an agreement with Rostelecom and therefore require special attention from the subscriber.

There may be many reasons to refuse service, including:

low internet connection speed;
not enough high quality signal when watching television or using a home phone;
it takes too long to resolve any communication problems that arise;
unprofitability of the proposed tariffs;
availability of better offers from other providers.

But regardless of what exactly was the reason for this decision, the procedure for canceling a contract with Rostelecom is carried out in the same way.

Required documents

The basic package of documents required to terminate the agreement includes:

a copy of the contract for Internet, TV or telephone communications in the user’s hands;
ID card (passport);
an act of acceptance and transfer of equipment (if any) along with the device itself for which the paper was issued;
certificate of ownership of the apartment (original and photocopy).

Having prepared the papers from the above list (only the first two points are mandatory, the rest are taken into account as necessary), the user must personally appear at one of Rostelecom’s offices.

There he will be able to familiarize himself with a sample application for termination of the contract and, based on it, draw up a corresponding document. However, to save time, it is recommended to print out the application form yourself, fill it out right at home, and then hand it over to Rostelecom employees along with other documents.

The self-composed application must include the following information:

details of the employee in whose name the paper is drawn up;
Full name of the applicant;
passport data;
Contract number and company details contained therein;
Date of preparation.

Zoom in

The document must be completed with the signature of the originator.

Important! Presentation of a certificate of ownership of the apartment is not mandatory, but significantly speeds up the procedure for canceling the contract.

Termination of the contract with Rostelecom (step by step)

If we describe the process of canceling an agreement for the provision of communication services step by step, it will include the following points:

Repayment of all existing debts for payment for Rostelecom services.
Return or repurchase of used equipment.
Collection of necessary documents.
Submitting an application.

In the absence of any obstacles, a complete shutdown of the Internet, telephone or television occurs 10 days after the applicant’s request.

Attention! The procedure for terminating a contract may not be carried out in all offices. Therefore, it is necessary to clarify in advance which of them you can contact on this issue.

If the user wishes to terminate the contract and hand over the equipment, but is refused the appropriate procedure, the reason for this decision must be explained to him in detail. Usually it is associated with non-compliance with one of the provisions of the contract. If this is not the case, the user can seek help in resolving the situation from the city leadership.

Common problems during termination

When canceling an agreement with Rostelecom, some difficulties may arise, the most common of which are:

Loss of contract

In this case, it is necessary to make a preliminary call to the nearest office of the company and tell about the situation that has arisen. Using the passport details of the applicant, Rostelecom employees will instantly find and reprint the required document.

Debts

It is impossible to achieve termination of the agreement if there are debts on the account, so before starting the procedure you should make sure that they are absent or top up the balance in order to “get out of the minus”.

Absence of the person who entered into the agreement

The rules for terminating a contract state that both parties must participate in the procedure in person. That is, the person for whom the service was registered will have to confirm his decision by coming to the provider’s office. If this is not possible, the user will need to prepare a power of attorney (notarized), which will allow another person to act on his behalf. When contacting company employees, the authorized person will have to present:

your passport;
photocopy of the principal's passport;
the power of attorney itself.

In addition, he needs to prepare the remaining documents necessary for the procedure, pay off all debts on his personal account in advance and pay for equipment.

Important! If less than a year has passed since the agreement was signed, then upon its termination, compensation may be required (this point must be specified in the provisions of the agreement).

How to return equipment

By connecting the Internet or home television, Rostelecom, together with the service itself, can provide users with:

adapters;
routers;
video senders;
TV set-top boxes.

All of the equipment listed is expensive and requires payment, which is usually paid in installments. The process of reimbursing the cost of the device to Rostelecom can last up to 3 years. If the contract is terminated before the end of this period, full payment for the appliance will be required first.

In the case of a free or paid rental of equipment, the client can terminate the contract and return the device to the company without paying additional funds (provided that it is fully operational or has become unusable through no fault of the user). But if a company employee identifies breakdowns caused by improper handling of the equipment, the device will have to be bought back.

Terminating an agreement with Rostelecom is not an impossible task, and if you follow all the above instructions, this procedure will not cause any difficulties at all. Therefore, if necessary, you can safely contact the company’s office and submit the appropriate application.

When connecting to the Internet, television or telephone communication, a corresponding agreement for the provision of services is concluded between the consumer and Rostelecom, the content of which stipulates the terms of these legal relations. There are often situations when one of the representatives of the specified contractual relationship wishes to terminate further cooperation and initiate the process of terminating the contract. Often the consumer wants to cancel the contract. To do this, a corresponding application is drawn up, the content of which indicates the desire to terminate the contract.

If a client wishes to terminate further cooperation with Rostelecom, he may encounter some difficulties due to the fact that the company has recently been putting forward own terms, which complicate the process of terminating the contract.

It is important to know...

Reasons for terminating the contract with Rostelecom

To prematurely terminate a contract with Rostelecom, a telephone, Internet or television user must provide compelling reasons for terminating the contract.

Legal grounds for termination of the contract:

The Internet speed does not correspond to that specified in the content of the concluded contract with Rostelecom;
If the quality of telephone communication is worse than that specified in the contract;
The quality of the television provided by Rostelecom does not correspond to that specified in the content of the contract;
Frequent breakdowns or problems occur that take a long time to resolve;
The tariff differs from that stated in the contents of the signed document;
Rostelecom's competitors offer more profitable terms which the consumer wishes to use.

Procedure for terminating an agreement with Rostelecom

According to article number , every citizen has the right to refuse the services provided. He has the right to do this at any time. The main condition for terminating the agreement is the existence of legal grounds and the absence of debts to the company for work already done. If necessary, the subscriber is obliged to compensate for monetary losses incurred by the service provider. In addition, the consumer must adhere to a certain procedure, which is regulated by regulations of the Russian Federation.

Procedure for terminating an agreement with Rostelecom:

Based on the information provided, the first thing that needs to be done in order for the contract to be canceled without problems is to pay off existing debts. Next, you need to collect a certain package of documents;
After Required documents collected, the initiator of termination needs to go to the Rostelecom office and fill out an application. The appeal is drawn up on a special form, which the client must obtain from a service center specialist. It should be noted that the submitted application can be completed in advance. To do this, the initiator of termination of the contract with Rostelecom needs to go to the company’s official website and download the application form. It is recommended to avoid third-party web resources, as they may not have up-to-date application forms;
At the next stage, the consumer mandatory returns to Rostelecom employees the equipment that was transferred upon conclusion of the contract. The presented step is relevant in situations where a router, TV set-top box or other equipment was leased from a company. If the client uses his own equipment or purchased it from Rostelecom, then it is necessary to proceed to the next stage;
Payment of the invoice received from the company.

Only the person whose data is specified in the content of the contract has the right to initiate the process of terminating a contract with Rostelecom for Internet, television or telephone communications.

However, the following situations are not uncommon:

The subscriber does not have the opportunity to personally contact the company with a request to terminate further cooperation. The reason for this may be the consumer’s employment or the fact that he lives far from the Rostelecom branch;
Death of a subscriber.

In the first situation, it is possible to send documents using postal services. To avoid losing the original documents when sending them, it is recommended to make copies certified by a notary office. However, in the presented situation, the initiator of termination of the contract with Rostelecom will need to wait longer for a response. Based on the information provided, if the consumer has the opportunity to personally bring documents to a company branch, it is recommended to do just that.

Another way to terminate an agreement with Rostelecom is to involve a third party. To do this, the subscriber must first issue a power of attorney to an attorney. The document must be certified by a notary office.

If a consumer who has entered into an agreement with Rostelecom has died, then to initiate the process of terminating the contract in this case, the subscriber’s relatives need to contact the company’s branch with an application and the necessary package of documents.

If the contract is lost

In this case, the user of the Internet, television or telephone communications should contact the office of the company with which the contract was concluded and report its loss. The issue is easy to resolve, since Rostelecom employees have the opportunity to find the concluded agreement in the company’s database. This is done using the client’s passport data. After this, the contract is printed and handed over to the client. If there is a copy of the agreement and grounds for termination of the contract, the subscriber has the right to submit an application for termination of its validity.

If the contract is concluded for a third party

The procedure for terminating an agreement concluded with Rostelecom for the Internet, television or home phone must take place with the personal participation of both parties to the contractual relationship. This means that the person whose data is included in the content of the contract must personally contact the company with a request to initiate the process of terminating the contract. If the represented participant in legal relations does not have the opportunity to personally go to the Rostelecom office, then he needs to issue a power of attorney in the name of the consumer, having it certified by a notary office.

In addition to the power of attorney issued in the name of the attorney, he must have with him a copy of the passport of the person whose data is included in the content of the agreement, as well as his own passport. The list of other documentation does not differ from the package of documents that are required to be provided to Rostelecom employees in a standard situation.
It is important to note that the debt, if any, will be repaid by the person who goes to the Rostelecom office with the intention of initiating termination of the contract, and not by the person whose details are indicated in the contract. Based on this, it is recommended to pay off all debts in advance and check that the equipment provided by the company when signing the contract has been paid for.

To your home phone

To cancel home telephone services, a client who has entered into an agreement with Rostelecom is required to take a standard service document and go to the company’s office.

If the contract cannot be found because it was concluded a long time ago, then you should remember in whose name it was issued. Only the person with whom Rostelecom has concluded a service document has the right to initiate the termination process. On his behalf, you are required to fill out an application to disconnect your home telephone. If for some reason the represented person cannot do this in person, then it is possible to draw up a written power of attorney for another person, which will allow you to initiate the procedure for terminating the contract with Rostelecom. The document must be certified by a notary. The application is accompanied by duplicates of both passports - the authorized person and the contract owner.

On the Internet

When terminating an Internet contract with Rostelecom, the procedure is similar to that described in the previous paragraph. Before going to the company’s office with an application to terminate further cooperation, the initiator of termination is required to pay off all debts to Rostelecom, if any. Otherwise, penalties will be imposed, which must be paid additionally.

Internet and cable TV

In a situation where an agreement with Rostelecom was drawn up for the provision of cable television and the Internet, the procedure for terminating the contract is more complicated.
When signing an agreement, in addition to a package of Internet services, Rostelecom employees offer the consumer to rent equipment from them that is fully compatible with the provider’s transmission lines. In addition, company employees impose a fine for early termination of the contract, which is equal to 500 rubles. For the use of leased equipment, you must pay a rental fee or buy it out in full - this depends on the conditions specified in the content of the contract.

In the presented case, there may be a fraudulent scheme, which is why the client is advised to carefully read the document before signing!

The content of the standard agreement for the use of equipment by the consumer states that the subscriber has the right to sell it to Rostelecom until its full cost has been repaid. However, it is not profitable for company employees to accept equipment, even if it is in good working order. To do this, they refer to an internal order that does not allow them to terminate the contract on terms favorable to the client.

What should a subscriber do to avoid having to repurchase the equipment upon termination of the contract?

First you need to file an official claim, which is sent to to CEO Rostelecom. The complaint must be drawn up in 2 copies, one of which remains with the subscriber. On the specified document, the client should obtain the signature of an authorized person of the company, which will confirm that the second copy has been received;
The text of the complaint pays special attention to the fact that a Rostelecom employee refuses to accept equipment, citing an internal order of the company and that this is contrary to consumer rights;
The period of time during which Rostelecom employees must consider the claim is indicated. After the expiration of the allotted period, the subscriber has the right to apply to the court to protect his interests;
At the end, the date of drawing up the claim is noted, and the subscriber’s signature is also affixed.

Often, after these actions, the company employee changes his point of view and agrees to terminate the contract after delivery of the leased equipment. You must hand over the equipment in order to avoid paying rent for it in the future.

Necessary documents for termination of the contract

When contacting the Rostelecom office with a request to terminate the agreement, the subscriber must have with him a certain package of documents.

List of documentation:

Original passport of the initiator of termination;
A copy of the contract for communication services concluded with Rostelecom (if there is no agreement, then it is possible to do without it. This is due to the fact that another copy is in the company’s archives);
An act confirming that the subscriber has leased equipment from the provider (acceptance certificate). The presented document is issued to the client when he purchases equipment from Rostelecom or leases it;
Documents for the equipment specified in the act (this item is required for those clients who, when concluding contracts, received set-top boxes or routers for rent from the provider);
Power of attorney certified by a notary. The submitted document is required if the subscriber’s interests are represented by another person.

Upon termination of the contract, the equipment must be returned to Rostelecom if the content of the contract indicates that it was leased to the subscriber. Failure to return it will result in the client continuing to receive monthly bills, the size of which will be larger than the previous ones, although the company will no longer provide services.

Approved by the President of OJSC Rostelecom
Rules for the provision of communication services of OJSC Rostelecom individuals

1. General Provisions

1.1. Scope and regulation
1.1.1. Rules for the provision of communication services by OJSC Rostelecom to individuals (hereinafter referred to as
“Rules”) are developed in accordance with the Civil Code of the Russian Federation, the Federal Law “On Communications”, other current legislation of the Russian Federation and regulate the relationship between the Subscriber and
Operator when providing communication services provided for in the Agreement.
1.1.2. These Rules are an integral part of the Agreement and the Subscriber, by concluding the Agreement, agrees to their terms.
1.1.3. If a separate agreement between the Parties establishes other conditions for the provision of Services than those provided for in these Rules, the rules of the separate agreement apply.
1.1.4. Services are provided by the Operator in accordance with the Federal Law “On Communications”,
Rules for the provision of communication services and on the basis of licenses for the provision of the relevant type of communication services. Details of the Operator’s licenses are posted on the website of OJSC Rostelecom rt.ru (Media Registration Certificate No. FS77-38643) and in places of work with Subscribers:
Intrazonal telephone services
№ 86466
Issued
Roskomnadzor
04.10.2002 – 16.02.2016
Local telephone services, with the exception of local telephone services using payphones and public access facilities
№ 86464
Issued
Roskomnadzor
04.10.2002 – 27.01.2016
Long-distance and international telephone services
№ 29777
Issued by the Ministry of Communications
RF
12/11/2003 to 12/11/2013
Telematic communication services
№ 86475
Issued
Roskomnadzor
05/15/2007 to 02/16/2015
Communication services for cable broadcasting purposes
№ 95581
Issued
Roskomnadzor
06/26/2006 to 03/26/2016
Communication services for data transmission, with the exception of communication services for data transmission for the purpose of transmitting voice informatization
№ 86473
Issued
Roskomnadzor
05/15/2007 to 01/27/2016
Communication services for data transmission for the purpose of transmitting voice information
№ 86474
Issued
Roskomnadzor
05/25/2006 to 05/25/2016
1.2. Concepts and definitions
For the purposes of these Rules, the following concepts and definitions are used:
"Subscriber"- an individual with whom the Agreement is concluded when a subscriber number (numbers) and/or a unique identification code are allocated for these purposes.
"Subscriber device" (« User equipment") - legally owned
Subscriber technical means, including software, providing the Subscriber with access to
Services by connecting this device (equipment) to the Operator’s communication network.
“Agreement on the provision of communication services (“Agreement”) - an agreement between the Operator and the Subscriber, in accordance with which the Operator undertakes to provide Services to the Subscriber, and the Subscriber undertakes to accept and pay for the Services provided to him.
« Additional agreement“- any and every additional agreement, which is an integral part of the Agreement, in accordance with which the Parties make changes and additions to the Agreement.
"Personal Area"- is an automated self-service interface for users of communication services of OJSC Rostelecom, located on the corporate website of OJSC Rostelecom, or on the local websites of Macro-regional branches of OJSC Rostelecom, allowing users to independently monitor the account status, order details for telephone services, telematic communication services and data network services, view a list of invoices and

2 payments made to gain access to additional services of OJSC Rostelecom, as well as perform other legally significant actions. Organization of Subscribers' access to the Personal Account is carried out subject to the availability of the appropriate technical capabilities of OJSC Rostelecom.

"Operator"- Rostelecom".
"Reporting period"- a period of one calendar month in which the relevant Services were provided.

"Rules"- this document, as well as appendices, additions and amendments to it, which are an integral part of the Agreement.

"Rules for the provision of communication services"– Rules for the provision of local, intrazonal, long-distance, international telephone services, approved by Decree of the Government of the Russian Federation No. 310 of May 18, 2005,
Rules for the provision of communication services for data transmission, approved by Decree of the Government of the Russian Federation No. 32 dated
01/23/2006, Rules for the provision of telematic communication services, approved by the Decree of the Government of the Russian Federation
No. 575 of September 10, 2007, Rules for the provision of communication services for the purposes of television broadcasting and (or) radio broadcasting, approved by Decree of the Government of the Russian Federation No. 785 of December 22, 2006.
"Calculation period" - calendar month starting immediately after the Reporting Period.
"Parties"- Subscriber and Operator, referred to together.
« Operator's communication network" (“Communication Network”) – a technological system that includes means and communication lines necessary to provide Communication Services to Subscribers on the basis of appropriate licenses.
"Rate"- the price at which payment for the Services provided occurs between the Parties.
"Tariff plan"- a set of price conditions under which the Operator offers to use one or more communication services.
"Service"- each of the communication services provided by the Operator to the Subscriber in accordance with the terms of the Agreement.
The Parties use the concepts and definitions given in this article when interpreting these
Rules and Agreements.
2. Procedure and conditions for concluding, amending and terminating the Agreement

2.1. Conclusion of the Agreement
2.1.1. Services are provided on the basis of an Agreement concluded between the Operator and the Subscriber.
2.1.2. The Agreement is signed in two copies having equal legal force - one for each of the Parties.
2.1.3. These Rules are an appendix and an integral part of the Agreement and are posted on the website
Operator, as well as at the Operator’s customer service points and places of work with Subscribers.
2.1.4. Use of the Operator’s Services means the Subscriber’s unconditional agreement with these
Rules.
2.1.5. Services are provided by the Operator to the Subscriber if technically possible.
2.1.6. At the request of the Subscriber, the Agreement can be concluded for a certain period. If the Parties have not agreed in writing on the term, the Agreement is considered concluded for an indefinite period.
2.2. Changes and additions to the terms of the Agreement
2.2.1. All changes and additions to the Agreement are made in writing, by agreement of the Operator and the Subscriber, by concluding Additional Agreements to the Agreement or drawing up other documents in the form established by the Operator, with the exception of changes and additions made by the Parties unilaterally in accordance with these Rules or legislation RF. When it changes
The rights and obligations of the Parties to the Agreement are considered changed from the moment of conclusion of the relevant
of the Additional Agreement, or in the event of a unilateral amendment to the Agreement, from the moment the authorized Party takes appropriate actions aimed at amending the Agreement.
2.2.2. Amendments to the Agreement regarding the list of Services provided, Tariff plans on the initiative
Subscriber or change of delivery method of invoice for communication services is carried out by concluding
Additional agreement between the Parties (changes in the tariff plan for local telephone services are carried out upon the written application of the Subscriber), and if technically possible
Operator - interactively, through the Personal Account or by phone after identifying the Subscriber using analogues of the Subscriber’s handwritten signature, confirming that the order has been given
Subscriber. Analogues of the Subscriber's handwritten signature are the subscriber number, password and other data identifying the Subscriber (including the “Code Word”), determined by the Operator, used separately or together, under conditions determined by the Operator. Requests and orders
Subscribers submitted using analogues of a handwritten signature have the legal force corresponding to the legal force of a handwritten signature.
Regarding the change in the method of delivery of invoices for communication services, the conclusion of an Additional Agreement between
The parties are also allowed by the subscriber to perform implied actions provided for public offer OJSC Rostelecom to change the invoice delivery method, or by the Subscriber signing a corresponding application.
2.3. Termination/termination of the Agreement
2.3.1. The Agreement may be terminated at any time by agreement of the Parties.
2.3.2. The Subscriber has the right to unilaterally terminate the Agreement at any time by filing an application for unilateral termination of the Agreement and submitting the application to the Operator. Wherein

5 3.4.3. The rights and obligations of the Subscriber under the Agreement cannot be transferred to other persons without the prior written consent of the Operator.

4. Cost of Services, payment procedure

4.1. Tariffs for Services
4.1.1. The cost of services provided to the Subscriber by the Operator under this Agreement is determined by the Operator’s Tariffs in effect at the time of provision of the relevant Services. Tariffs for Services are approved by the Operator independently. Tariffs for Services subject to state regulation, included in the List approved by the Decree of the Government of the Russian Federation of October 24, 2005. No. 637, are approved by the Operator independently within the limits established by the state tariffs for such Services.
Changes in Tariffs are made by the Operator in accordance with clause 3.2.3. Rules
4.1.2. If the Tariff changes during the period for which the Subscriber has already paid for
Operator services, before introducing these changes, the Operator recalculates the Subscriber from the date of entry into force of the relevant changes.
4.1.3. If amendments to the Agreement entail the need for the Operator to perform the relevant work, these works are subject to payment by the Subscriber, on whose initiative changes were made to the terms of the Agreement, in the amount provided for by the Operator's Tariff in force at the time of provision of the relevant Service, based on invoices issued by the Operator or other persons authorized by him.

4.2. Invoice for Services
4.2.1. The Operator issues a monthly invoice to the Subscriber for the Services provided under the Agreement. An invoice is a settlement document that reflects the Subscriber's financial obligations. The invoice must be paid by the Subscriber within the time limits established by clauses 4.3.2., 4.3.3. of these Rules.
The invoice may also include information about Communication Services that were not previously presented for payment, but were provided in the months preceding the month of provision of Communication Services for which the payment is made.
4.2.2. The invoice is delivered to the Subscriber in accordance with the selected method. Delivery method options are mutually exclusive.
4.2.3. In cases where the invoice is sent to the Subscriber by mail (or by email address), duty
The operator's efforts to ensure delivery of the invoice are considered completed at the moment the mail is submitted to the appropriate post office (or, accordingly, the invoice is sent to the email address specified by the Subscriber), without receiving notification of its receipt. In cases where the invoice is sent to the Subscriber by courier to the place of registration, or to the place of terminal (subscriber) equipment, the Operator’s obligation is considered fulfilled upon delivery of the invoice to the corresponding mailbox.
4.2.4. Using the invoice delivery method chosen by the Subscriber, invoices from other service providers are also delivered, on whose behalf the Operator issues invoices on the basis of agreements concluded with such operators.
4.2.5. Loss or non-receipt by the Subscriber of an invoice issued by the Operator and other payment documents, incl. in connection with failure to fulfill the obligation provided for in clause 3.3.2. of these Rules does not exempt
The Subscriber is from the obligation to timely pay for the Services.
4.2.6. The subscriber can clarify the amount to be paid by calling for information - information services Operator, either (if technically possible) through the “Personal Account”, or contact the Operator’s customer service points to receive a duplicate invoice.
4.2.7. The basis for calculations is the readings of the Operator’s communication equipment, taking into account the volume of Services provided.

4.3. Method of payment for Services
4.3.1. Payment for Services is made by the Subscriber in accordance with the chosen system and payment method. Specified in clauses 4.3.2. and 4.3.3. of the Rules, payment methods for Services are provided to the Subscriber if the Operator has the appropriate technical capabilities.
4.3.2. When choosing a credit method of payment for Services, the amount payable for Services is determined taking into account the cost of Services provided, other charges, as well as payments for the Reporting period and debt from previous
Reporting periods. The Subscriber pays for the Services provided by the Operator within 20 days from the date of invoice.
The Subscriber has the right to pay in advance for the Operator's Services. The amount of the advance payment is taken into account
By the operator when issuing an invoice in the appropriate Reporting period.
4.3.3. When choosing an advance payment method for Services, payment for Services is made by the Subscriber within
20 days from the date of invoice. The amount payable in the invoice for Services is determined based on the existing balance at the beginning of the Reporting period and payments of the Reporting period. Payments for the Reporting Period are made in an amount not less than the cost of the Services provided to the Subscriber in the previous Reporting Period. If
Services are provided to the Subscriber for the first time, the amount of the advance for the first Reporting period is determined based on the size of the Subscriber's expected need for the Services. If the advance amount exceeds the cost of services provided
Services, the Operator credits the resulting difference as payment for the Services in the next Reporting Period.
The subscriber independently monitors the availability Money on your personal account, receiving information by calling the Operator’s reference and information service, in the Operator’s department, in
« Personal account" etc.

6
When choosing an advance payment method for Services, payment for Services can be made by automatically debiting funds from the Subscriber’s personal account (hereinafter referred to as the “Personal Account”) in the Billing Period, if the Operator has the appropriate technical capability. In this case, no later than 5 (five) working days from the date of conclusion of the Agreement, the Subscriber is obliged to make payments for paid Services to the Personal Account. At the time of the commencement of the provision of the relevant Services, the balance of the Personal Account must be sufficient to pay for the Services.
4.3.4. The subscriber has the right to give instructions to the bank to write off funds from his account according to
Agreement based on the Operator’s request, having notified the Operator in writing. In this case
The operator is obliged to submit properly completed relevant claims to the bank.

4.4. Form of payment.
4.4.1. The Subscriber has the right to pay for the Services in cash or in non-cash form, at his choice.
5. Responsibility of the Parties. Settlement of disputes.

5.1. In case of non-payment, incomplete or untimely payment for the Services provided under the Agreement,
The Subscriber shall pay the Operator a penalty in the amount of 1% of the cost of unpaid, not paid in full or late paid Services for each day of delay until the day the debt for the Services is repaid, but not more than the amount due for payment. The subscriber is obliged to pay such a penalty after presentation to him (by indicating in the invoice) of a demand for its payment.
5.2. The Parties are responsible for failure to comply with confidentiality conditions in cases provided for by current legislation and contracts (agreements) of the Parties.
5.3. The operator is responsible for the confidentiality and security of personal data
Subscriber, his representative.
5.4. The Operator is not responsible for the content of information transmitted by the Subscriber via telecommunication networks.
5.5. Unless otherwise provided by law or the Agreement, the Parties are released from liability for violation of obligations under this Agreement if proper performance turned out to be impossible due to force majeure.
5.6. If the Operator fails to fulfill or improperly fulfills its obligations under the Agreement, the Subscriber must submit a claim to the Operator before going to court. Claims
Subscribers are considered by the Operator in the manner and within the time limits established by current regulatory legal acts.
5.7. In case of non-performance or improper performance
the Subscriber of the obligations provided for in this Agreement, the Operator has the right to bring a claim in court against the Subscriber at his choice either at the place of residence (place of registration) of the Subscriber, or at the place of execution of the Agreement (in this case, the place of execution of the Agreement is the installation address of the user (terminal) equipment), or at the location of the Operator (or a branch of the Operator in whose coverage area the place of residence is located
(place of registration) of the Subscriber).

6. Other conditions

6.1. Features of the provision of Services, as well as the forms established and used by the Operator and
Subscriber documents are reflected in the appendices to these Rules.
6.2. In the event of a conflict between the terms of these Rules and the Appendices to these
To the rules defining the specifics of the provision of Services, the Parties establish that the relevant Appendices to the Rules, defining the specifics of the provision of the Services, have priority.
6.3. The validity of the Agreement concluded for a certain period is extended for each subsequent calendar year, unless either Party declares termination of the Agreement at least 30 calendar days before the end of its validity period.
6.4. In cases provided for by the legislation of the Russian Federation, or in the event of a violation by the Subscriber of the requirements established by the Agreement, including the deadline for payment for the Services provided, the Operator has the right to suspend the provision of the relevant Services until the violation is eliminated, notifying in writing
Subscriber. If the Subscriber does not eliminate the violation within 6 months from the date of receipt of the Operator’s written notice of the intention to suspend the provision of Communication Services, the Operator has the right to terminate
Unilateral agreement.
6.5. In all other respects that are not regulated by the Agreement and these Rules, the Parties are guided by current legislation. Including the Federal Law “On Communications”, Rules for the provision of communication services and other regulatory legal acts.
6.6. The Operator has the right to unilaterally make changes to the text of these Rules, with the exception of provisions affecting essential conditions Agreement concluded with the Subscriber.
The Operator is obliged to notify Subscribers about the upcoming changes to the text of the Rules by posting new edition of the Rules 30 calendar days before the date of such changes, on the website of OJSC Rostelecom www.rt.ru or in other media.

7
7. Address and details of the Operator

Open Joint-Stock Company intercity and international electrical communications "Rostelecom" -
Rostelecom"
Operator's website on the Internet: www.rt.ru
Legal address: 191002, St. Petersburg, st. Dostoevsky, house 15
TIN 7707049388
Addresses, details and telephone numbers of the Operator's branches are posted on the website.

Features of the provision of communication services
data transmission networks, telematic communication services and services for providing access to
television channels, and/or video on demand (Interactive television (IPTV),
cable TV and etc.)

1. Conditions and procedure for providing access to data network services, telematic communication services, and services for providing access to a television channel and/or video on demand (IPTV
– Interactive television, cable television, etc.) (hereinafter referred to as Services):
1.1. The Subscriber's access to the Services is provided if technically possible on the basis of the Agreement (Additional Agreement) and the Subscriber pays one-time payments for organizing access to the Services (if such payments are provided for in the Agreement), as well as the signing by the Parties of the Certificate of Completion specified in paragraph .1.7 of this Appendix to
Rules.
1.2. Specifications services:
1.2.1 Technical indicators and the standards are determined by Section 5 of this Appendix, in accordance with Order of the Ministry of Telecom and Mass Communications of Russia dated September 27, 2007 No. 113.
1.2.2. Data transfer protocols used: TCP/IP protocol stack.
1.2.3. Type (type) of equipment: terminal subscriber equipment.
1.2.4. Basic requirements for connecting and/or setting up the Subscriber’s terminal equipment:
-Availability software and required interfaces depending on the type of subscriber equipment being connected and the availability of the installed version distribution kit operating system;
- availability of 220V AC power supply to user equipment through power supply smoothing filters.
1.3. When connecting and setting up terminal equipment :
1.3.1. xDSL: The subscriber is obliged to ensure availability telephone line, the ability to connect terminal equipment to a computer via the Ethernet 10/100/1000 BaseT interface ( Wi-Fi technology or port
USB subject to support of this connection equipment). When connecting to the Services via ADSL technologies, ADSL2+ the data transfer rate on the organized channel is set
Operator on ADSL station equipment depending on the Tariff plan chosen by the Subscriber.
1.3.2. FTTx : The Subscriber is obliged to provide the ability to connect the terminal equipment to the computer via the Ethernet 10/100/1000 BaseT interface (Wi-Fi technology or USB port, provided the equipment supports this connection), access to the premises for installation of the Services and must assist in the installation of the distribution network.
1.3.3. xPON: The Subscriber is obliged to provide the ability to connect the terminal equipment to the computer via the Ethernet 10/100/1000 BaseT interface, access to the premises for installation of the Services and must assist in the installation of the distribution network, as well as ensure the presence of an electrical outlet no further than 1.2 meters from the ONT .
1.4. The speed of access over a data transmission network, including the Internet, depends not only on technical features services provided by the Operator, but also from the actions of third parties: telecom operators, organizations and persons managing segments of the data network (Internet) that do not belong to
To the operator, on the state of the data network elements (telephone cable, data networks of other operators, as well as the availability of servers and other network equipment with which the equipment
The subscriber exchanges data). Service quality indicators are distributed and implemented
by the Operator only for resources located on the Operator’s network.
1.5. The terminal equipment is provided to the Subscriber at the time of signing the Equipment Acceptance and Transfer Certificate on the following conditions:
1.5.1. Transfer of ownership (purchase and sale). Transfer of terminal equipment and accessories into ownership is carried out on the basis of a separate agreement and is formalized
Certificate of acceptance and transfer of equipment. The terminal equipment can be transferred by the Operator into the ownership of the Subscriber on terms of payment by installments.
1.5.2. Transfer for rent. The transfer of terminal equipment and its accessories for use and possession for the period of provision of the Services is carried out on the basis of the Additional Agreement and is documented in the Equipment Acceptance and Transfer Certificate. Return of terminal equipment and accessories thereto from the Subscriber to the Operator (if the terminal equipment was transferred for use and ownership)
Appendix No. 2 to the Rules for the provision of communication services to individuals
Rostelecom"

3.4. Equipment transferred to the Subscriber in accordance with clause 1.5.2. of this Appendix, the Subscriber pays on the basis of an invoice issued by the Operator. The procedure, terms and amount of rent are determined Additional agreement, or another agreement.
3.5. The Operator has the right to charge the Subscriber the full cost of providing a subscriber line for use in the event that the Operator suspends access to the Service for late payment for the Services provided.
4. Other
4.1. After receiving the Identification Data (login and password) to access the Services, the Subscriber must change the default passwords to new ones (When providing services for providing access to television channels, this condition is not necessary).
4.2. The operator is not responsible for the quality of the signal or interruptions in the broadcast of TV programs if these circumstances arose through the fault of the broadcasters.
4.3. To receive each service, the modem must support this number of PVCs
(Permanent Virtual Circuit - permanent virtual channel), which is required (one for each of the services).
4.4. Clause 1.9. of this Appendix are applied when providing Services in the North-
Western Federal District.
5 Technical specifications

Technical standards for performance indicators of data transmission networks

N p/p
Indicator name
Type of transmitted traffic interactive interactive when using satellite communications signal streaming
Data traffic, excluding interactive, satellite and streaming traffic
1 2
3 4
5 6
7 1
Average delay in transmitting information packets (ms) no more than 100 no more than 400 no more than 100 no more than 400 no more than 1000 2
Deviation from the average delay of transmission of information packets (ms) no more than 50 no more than 50
- no more than 50
-
3
The rate of loss of information packets is no more than 10
-3
no more than 10
-3
no more than 10
-3
no more than 10
-3
no more than 10
-3 4
The error rate in information packets is no more than 10
-4
no more than 10
-4
no more than 10
-4
no more than 10
-4
no more than 10
-4
Note: Interactive traffic is a type of traffic characterized by direct interaction (dialogue) between users of a communication service or user (terminal) equipment.
Streaming traffic is a type of traffic that is characterized by viewing and (or) listening to information as it arrives at the user (terminal) equipment.

There are many complaints about the quality of Internet services provided by Rostelecom. Subscribers are dissatisfied with slow page loading, frequent crashes, rude support service, unreasonably high cost service. You can easily forget about such troubles with your own money by learning how to terminate an agreement with Rostelecom and then doing it.

Termination procedure

The Consumer Rights Protection Law (Article 32) allows citizens to refuse services with which they are dissatisfied at any time. The main thing is to fully pay him for the work already completed and compensate for the actual monetary expenses incurred, if any.

Therefore, the first thing you need to do in order for the contract to be terminated without problems is to pay off all debts. Then you need to collect a small set of documents, which includes:

internal passport;
agreement with Rostelecom for the provision of services;
acceptance certificate technical equipment(if it was transmitted to the subscriber);
(about property);
contract for its purchase and sale.

The last two documents raise questions. Their necessity is questionable. Moreover, not every apartment where Rostelecom subscribers live is owned or acquired through purchase and sale. However, this is exactly the list posted on the provider’s official website. And citizens who tried to part with the company without these documents warn about the inflexibility of Rostelecom employees.

Documents are attached to the application, which is written to the deputy director for commercial work. Citizens are asked to verify his full name on their own, although the form is posted on the organization’s website. Although the statement is not written with the purpose of complaining about Rostelecom, the drafters of the template ask the eluding clients to indicate the reason for terminating the contract. You should also report:

his number;
conclusion date:
on what day the contract is terminated (at least 10 days from the date of filing the application).

It is not possible to terminate the contract remotely. With an application and a set of documents, the subscriber will have to go to the nearest Rostelecom office, having previously clarified whether they are engaged in terminating contracts. The company warns that this service is not available at all locations.

The contract must be terminated from the date specified by the subscriber. If Rostelecom employees unreasonably refuse to do this, the subscriber has the right to draw up a letter of claim.

Subscriber complaint filing

When faced with a violation of consumer rights, a citizen needs to write a complaint against Rostelecom - addressed to the head of the territorial division of the company. The complaint details the following facts:

what happened;
When;
which employee he communicated with;
in which branch;
how the employee justified his position (or did not justify it at all);
what the subscriber sees as a violation of his rights.

In conclusion, the applicant’s demand is made - how he proposes to resolve the situation. His signature and date are placed.

It’s easy to make a claim to Rostelecom using the following template. The statement should not contain emotions, insults, or unnecessary details - only dry facts and a specific proposal. Within 10 days after receiving the complaint, the company's management is obliged to respond to it.

If the consideration of the letter of claim is delayed, the Rostelecom client has a reason to appeal:

to the company's head office (in Moscow);
to Rospotrebnadzor;
to the judicial authorities.

A few nuances

Let's look at a few situations you should be prepared for.

The terminated contract is issued to another person

It often happens that the contract is drawn up for a family member who does not use the Internet. For example, for a retired mother, who, unlike working children, is always at home. But it is one of them who will want to terminate the contract with the provider if the quality of service is low.

Without a power of attorney from the person specified in the agreement for Rostelecom Internet services, or his personal appeal to the provider, termination will not take place. No matter who actually uses the Internet or telephone communications, only the customer or his authorized representative has the right to terminate relations with the service provider. The client representative must have with him:

notarized power of attorney:
two passports (your own and the principal’s);
service agreement (if any).

Lost my own copy of the contract

The loss of the contract by the subscriber does not prevent its termination. Arriving at the company’s office, a citizen simply needs to present a civil passport so that, using its details, employees can find a second copy of the document stored in the organization. The employee’s refusal to terminate the contract on this basis is unlawful.

“Free” equipment turned out to be paid

Inattentive reading of the agreement concluded with Rostelecom often leads to an unpleasant surprise. Having decided to leave this provider, the subscriber learns that he must fully or partially pay for the “free” equipment provided.

How fair this requirement is can be determined from the contents of the contract. If the text indicates that all “gadgets” are transferred for sale and purchase, the client must actually buy them back. He must pay the full cost, or only part of it, depending on the terms of the contract under which the equipment was transferred - in installments or deferment. If in installments, then it is necessary to calculate whether he managed to fully pay the seller by the time the contract was terminated, and, if necessary, pay the balance. If the equipment was sold on a deferred basis, the subscriber will have to reimburse the full cost to the provider upon termination of the contract.

When the contract states that the equipment is leased to the client, the subscriber does not owe the company anything, since throughout the use of Rostelecom’s services, rent was regularly collected from him. In this case, the citizen should only hand over the borrowed equipment in good condition and fully equipped.

Communication with Rostelecom employees when terminating a contract does not always go smoothly. However, having thoroughly prepared for it, the consumer has every chance to defend his rights. By showing persistence and activity, he will be able to easily part with the problematic provider and move to a more reliable service provider.