How to Terminate Your Internet Subscription Due to Moving: 2024 Guide

Moving home and want to terminate your internet subscription without any nasty surprises? Between the deadlines to observe, the documents to provide, and any potential fees, the process can seem complex. However, French law strictly regulates this procedure to protect consumers. Here’s everything you need to know to end your contract legally, whether you’re changing your address or your internet service provider (ISP).

Why Terminate Your Internet Subscription When Moving?

Moving is one of the few situations where you can terminate your internet subscription without incurring fees, even if you’re still under a fixed-term contract. This possibility is provided by law to prevent consumers from paying for two subscriptions simultaneously (the old and the new). However, the conditions vary depending on whether your new home is eligible for the same ISP.

Case 1: Your New Home is Eligible for the Same ISP

If your future home allows you to subscribe to the same internet service (same provider, same technology), you can generally transfer your subscription rather than terminate it. This option is often simpler and avoids a service interruption. Contact your ISP to check this possibility: some even offer promotional deals to facilitate the transfer.

Case 2: Your New Home is Not Eligible for the Same ISP

If your new home is not covered by your current ISP (e.g., area not served, different technology), you have the right to terminate without fees. This is known as a "legitimate reason", recognised by the Code de la consommation. You will need to provide proof, such as a new tenancy agreement or a moving certificate.

Case 3: You Want to Switch ISPs

If you’re taking the opportunity of your move to change providers, termination is possible, but fees may apply if you’re still under contract. These fees are capped by law and cannot exceed the amount of the remaining monthly payments. For example, if you have 6 months left on your contract and your subscription costs €30/month, the fees cannot exceed €180.

Steps to Terminate Your Internet Subscription When Moving

To avoid disputes, follow these steps in order. A poorly managed termination can result in unnecessary fees or a longer-than-expected service interruption.

1. Check Your Eligibility and Contract Terms

Before taking any action, review your contract or your online customer account to find out:

• The remaining commitment period (if applicable).
• The conditions for termination due to a legitimate reason (such as moving).
• Any potential early termination fees.

If your contract does not explicitly mention moving as a legitimate reason, note that case law and ISP practices generally recognise it as such. If in doubt, contact customer service for confirmation.

2. Prepare the Necessary Documents

To prove your move, you will need to provide one of the following documents:

• A new tenancy agreement or property deed for your future home.
• A moving certificate (some local councils or removal companies provide these).
• Proof of change of address (e.g., EDF bill, tax notice).

These documents must include your new address and the moving date. If possible, send them in digital format (PDF or clear photo) to speed up the process.

3. Contact Your ISP to Notify Termination

Termination must be formal and in writing. Here are the recommended methods, in order of reliability:

a) Sending a Recorded Delivery Letter (LRAR)

This is the safest method to prove that your request has been received. Here’s a template you can adapt:

[Your full name]
[Your current address]
[Your contract number]
[Your customer number]

[ISP name]
[Termination service]
[ISP address]

[City], [date]

Subject: Termination of my internet subscription due to moving

Dear Sir/Madam,

I hereby inform you of my decision to terminate my internet subscription (contract number: [XXX]) due to my move as of [moving date].

In accordance with the provisions of the *Code de la consommation*, I request that you proceed with the termination without fees, as my new home is not eligible for your services (or: I wish to change providers).

Please find attached the following supporting documents:
- [List of documents sent, e.g., new tenancy agreement, moving certificate].

I kindly request written confirmation of the processing of my request and the effective termination date. I remain at your disposal for any further information.

Yours faithfully,

[Signature]

b) Online Termination via Your Customer Account

Most ISPs offer an online termination form. This method is convenient, but ensure you:

• Keep a screenshot of your request.
• Receive a confirmation email.
• Attach your supporting documents.

c) Termination by Phone

Some providers accept termination by phone. If you choose this option:

• Note the reference number or case number given by the advisor.
• Request a confirmation email.
• Send your supporting documents by email or post as soon as possible.

4. Observe the Notice Period

The notice period for terminating an internet subscription is generally 10 to 30 days, depending on the ISP. This period begins when your provider receives your request. To avoid paying for an extra month, send your request at least 1 month before your moving date.

Example: If you’re moving on 15 June, send your termination request before 15 May for an effective disconnection on 15 June.

5. Return Your Equipment (Router, Decoder, etc.)

Your ISP may ask you to return rented equipment (router, decoder, cables, etc.). Here are the rules to know:

• Return deadline: Generally 15 to 30 days after termination.
• Non-return fees: If you fail to return the equipment, fees (sometimes high) may be charged.
• Condition of equipment: The equipment must be returned in good condition. Packaging instructions are often provided by the ISP.

To avoid disputes:

• Use tracked post to return the equipment.
• Keep the dispatch note as proof.
• Take photos of the equipment before sending.

6. Check Your Final Statement

After termination, your ISP must send you a final statement showing:

• The effective termination date.
• Any termination fees (if applicable).
• The balance of your account (refund or additional payment).

Check this document carefully. If there are any errors (unjustified fees, direct debit after termination), contact customer service immediately and, if necessary, send a written complaint.

What Fees May Apply and How to Avoid Them?

Even when moving, some fees may apply. Here are the main ones and how to challenge them if necessary.

Early Termination Fees

If you’re still under contract and terminate to switch ISPs (without a legitimate reason such as an ineligible area), fees may be charged. These fees are capped and calculated pro rata based on the remaining monthly payments.

Example: If you have 10 months left on your contract and your subscription costs €40/month, the fees cannot exceed €400.

How to avoid them?

• Wait until the end of your commitment period to terminate.
• Check if your new ISP offers a termination fee reimbursement deal (some providers cover these fees to attract new customers).

Non-Return of Equipment Fees

If you fail to return the router or decoder on time, non-return fees may be charged. These fees vary by ISP (between €50 and €200).

How to avoid them?

• Return the equipment on time.
• Use tracked post and keep proof of dispatch.
• If you’ve lost the equipment, contact your ISP to find a solution (some offer a buy-back option cheaper than non-return fees).

Reactivation or Line Reopening Fees

Some ISPs charge fees if you wish to reactivate your line after termination (e.g., if you move to an eligible area later). These fees are typically €20 to €50.

How to avoid them?

• If you think you might return to the same ISP, request a temporary suspension of your line rather than termination.
• Compare ISP offers before terminating: some offer free reactivation for former customers.

What to Do in Case of a Dispute with Your ISP?

Despite your precautions, a dispute may arise (unjustified fees, termination not processed, etc.). Here are the possible courses of action.

1. Contact Customer Service

Before taking more formal steps, try to resolve the issue amicably:

• By phone: Note the advisor’s name and the case number.
• By email: Send a clear message with your references and supporting documents.
• By post: Send a recorded delivery letter to formalise your complaint.

2. Refer the Matter to the Telecommunications Ombudsman

If the dispute persists after 2 months, you can refer the matter to the Telecommunications Ombudsman (Médiateur des communications électroniques). This free and independent service helps find an amicable solution. To contact them:

• Online: www.mediateur-telecom.fr
• By post: Médiateur des communications électroniques, 75823 Paris Cedex 17.

Documents to provide:

• Copy of your contract.
• Proof of your exchanges with the ISP (emails, letters, statements).
• Proof of your move.

3. Take Legal Action

As a last resort, you can take the matter to the judicial court (tribunal judiciaire) to assert your rights. This process is free if the dispute amount is under €5,000 (simplified procedure). For larger amounts, it is advisable to seek legal assistance.

Deadline: You have 5 years from the date of the dispute to take legal action.

Frequently Asked Questions

Can I Terminate My Internet Subscription Before Moving?

Yes, you can terminate your subscription before moving, provided you observe the notice period (usually 10 to 30 days). However, to avoid paying for two subscriptions, it is advisable to align the termination date with your moving date. If you terminate too early, you risk being without internet in your old home.

My ISP Refuses My Termination Due to Moving – What Should I Do?

If your ISP refuses your termination request despite providing proof of moving, you can:

1. Send a recorded delivery letter to formalise your request.
2. Refer the matter to the Telecommunications Ombudsman if the dispute persists.
3. Take legal action as a last resort.

Do I Have to Pay Fees If I Terminate Due to Moving?

No, if your new home is not eligible for the same ISP, you do not have to pay any termination fees. However, if you terminate to switch providers while your new home is eligible, fees may apply if you’re still under contract.

How Can I Prove My Move to My ISP?

To prove your move, you can provide:

• A new tenancy agreement or property deed.
• A moving certificate (issued by a local council or removal company).
• Proof of change of address (e.g., EDF bill, tax notice).

What Should I Do If My ISP Charges Me Fees After Termination?

If your ISP charges you fees after termination (early termination fees, non-return of equipment fees, etc.), first check whether these fees are justified. If not:

1. Contact customer service to request an explanation.
2. Send a written complaint (recorded delivery letter).
3. Refer the matter to the Telecommunications Ombudsman if the dispute persists.

If an unauthorised direct debit has been taken, you can also challenge the payment with your bank.