Cancelling your internet contract – free template to download

Important information

11. 3. 2024

Cancelling an internet contract isn't always an easy or pleasant task. Your internet provider will usually not be much help in explaining how to proceed properly, as that would naturally go against its own interests. In this article I'll explain what the law says, what to prepare for, what to expect and what you must do in order to leave your provider properly. Below you'll also find a ready-made template, which you only need to complete with your details, sign and send to your supplier.

Cancelling your internet contract – template

How it used to be under the law (before 1 April 2020)

Only a few years ago, you could be fined 20% of the agreed monthly price for the remainder of the contract, and it was even legal for providers to automatically extend customers' contracts (commitments). Thankfully, this nonsense ended on the aforementioned 1 April 2020.

NOTE, even if you signed your contract before this date, the new law applies to you.

What the law says now

On my beloved Wednesday, 1 April 2020, one fundamental change came into force in telecoms, and it still applies today. Unless you have agreed very unfavourable instalments for overpriced devices with a thermometer for another 5 years, you only need to observe the statutory notice period of 30 days, which can start on any day of the month from the day the notice is submitted (+1 day).

Another legal change: The typically available speed (the speed you should be measuring most of the time) should be 60% or more of the advertised speed. Take a look at the article Official internet speed measurement 2024 to find out what you actually get.

Could there be any penalty?

If you signed a contract for an indefinite period (90% of people do) and give notice after the third month, you face nothing more than the statutory 30-day notice period (plus paying off any instalments for equipment). If you had a contract for a fixed term and cancelled it within the first three months, the provider may claim a laughable penalty of 5% of the agreed price until the end of the commitment period. As such a "penalty" would amount to roughly CZK 300 (depending on the plan), almost all providers have dropped it.

TIP: I very often get customer questions about cancellation charges linked to hidden installation discounts. Take a look at the most controversial reviews of one of the largest wireless internet providers at https://nejpripojeni.cz/recenze/starnet/.

What is the notice period

The notice period is 30 days and starts running on the day after the notice is submitted.

TIP: If you have a traditional operator from the "big three" (the three largest Czech operators), don't go to a branch office (an external company that offers services and collects commission for each newly acquired customer), but call the official helpline instead. This is the only way to be sure your request won't get "lost", because calls are monitored (sometimes to your advantage too).

What if the contract is in the name of a deceased person

Find out who the deceased person's internet provider was and send them a scan of the death certificate. If the internet is still running at the address and you don't know the provider's name, connect to that internet, visit https://www.mojeip.cz/ and you will see the provider's name on the "Hostname" line.

Tips and advice

Some providers accept cancellation electronically, but beware, others insist on a printed copy sent to the company's registered office. As they say, "a break-up shows you what your partner is really like" :).
Distinguish between instalments and rental (with instalments, you are obliged to pay off the equipment).
You can find up-to-date advice straight from the Czech Telecommunication Office (CTU) at https://ctu.gov.cz/ukonceni-smlouvy.
If you don't know your provider's registered office, visit https://ares.gov.cz/ekonomicke-subjekty, enter the company name in the "Obchodní název" (business name) field, and you will find the official registered office. Send the document you can download free of charge further down this article to that address.
Don't forget to return all loaned or rented equipment. Send it to the company's registered office, wrap the equipment in bubble wrap before shipping, ideally include your contract number in the package, and insure the parcel for its full value.