Are you thinking about returning your internet box to a store to avoid potential problems with your ISP? It's not that simple.
When you cancel your fixed internet subscription, you must return the box provided by your ISP so that you are not billed for it. This can be a tricky operation, as the procedure varies from one operator to another and can be convoluted. Some customers then opt to go directly to the store to bring their internet box, rather than sending it by mail. But be careful, this doesn't necessarily mean peace of mind.
60 million consumers calls for vigilance, citing the case of a certain Eden, a former SFR subscriber. He explains that he returned his box to the store after canceling, believing he was taking less risk. Failed, the operator is demanding the network equipment, which was not recorded as having been returned, and threatens to charge him.
The hassle of returning internet boxes to the ISP
The customer didn't think to ask for proof of return, and now he finds himself in a very complicated situation. How can you get out of this? "After an unsuccessful appeal to the operator, the wisest course of action would be to enter into mediation," recommends Thomas Gonçalves, a lawyer at the INC (National Consumer Institute). In the event of a dispute with an ISP, the electronic communications mediator should be contacted.
This procedure is free, but it takes time to set up. Before getting to that point, you must first contact your operator's customer service and consumer services in writing. If their response does not satisfy you, or if you do not receive one after a period of one month, then you can request the intervention of a mediator.
This will then involve providing as much evidence as possible to prove that you did indeed return the box to the ISP in store. This could include photos taken when the equipment was handed over, confirmation of an appointment in store, or a message exchanged when you requested termination. If mediation fails, the ISP may claim compensation from you, but only if the principle and amount are included in the contract, which is not always the case if you have been a subscriber for a long time.
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