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How can one suspend his/her telephony, internet or television subscription

15.09.2016
 

A contract for telephony, internet or television services may be suspended during execution, either upon the user’s request, or on the provider’s initiative, based on its provisions. The National Authority for Management and Regulation in Communications of Romania (ANCOM) reminds all the communications services users the instances when this can be done.
Upon the user’s request
Although the providers do not have a legal obligation to offer their customers, upon request, the possibility to suspend their telephony, internet or television services, some of them do offer this possibility, for a limited period of time. In such instances, the contracts concluded should contain information such as:
ü the maximum period for which service suspension may be requested
ü whether this period will extend accordingly the initial contract duration (minimum contract duration)
ü reconnection conditions – for example, whether reconnection fees are charged. 
The interested users can find more about this facility directly from their providers (customer relations department, points of sale etc.) where and how they may submit a request for temporary service suspension.
Upon the provider’s initiative
Based on the provisions of the contracts concluded with the end-users, telephony, internet or television providers can suspend the service on their own initiative, in situations such as:
·         failure to pay bills within the term specified in the contract
·         breach of other contract obligations 
·         suspicion of fraud or abuse
ANCOM reminds the users that their contract concluded with communications services providers must contain at least the following details regarding service suspension on the provider’s initiative:
ü situations in which service may be suspended
ü possible suspension repercussions on the other contract rights and obligations – e.g. suspension for failure to pay a bill could trigger the suspension of other subscriptions with the respective provider; suspension for fraud or abuse could entail damage payment etc.
ü conditions for restarting service provision – e.g. after payment of the outstanding bills and of a reconnection fee.
About what, how and where to file a complaint
If you concluded a contract that does not provide service suspension conditions, although the provider offers this possibility or exercises this right, ANCOM may take measures. Here are the steps for filing a complaint.
Where a provider does not observe its contract obligations regarding service suspension, you can address the National Authority for Consumer Protection. 
 
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