Request to Cancel Subscriptions Due to Relocation

Hi ​@Kristian Ninov, welcome to our community!

Thank you for reaching out and explaining your situation so clearly, I completely understand you want to get this sorted well in advance. For cancellations related to moving abroad, this unfortunately can’t be arranged via the Community. I kindly ask you to contact our Customer Service directly by phone. They’ll be able to process your request and explain the required documents for a penalty-free cancellation.

You can reach them on 0800-0092. Make sure to mention your deregistration appointment and that you’ll have the official document soon they’ll explain how and when to submit it. If there’s anything else you’d like to check in the meantime, feel free to drop a message here too. Wishing you all the best with your move!

Thanks for getting back to me and for the kind words!

Shame it can’t be handled here directly, but fair enough — I’ll give Customer Service another try soon and mention the deregistration stuff, hopefully this time I get through. 😁

Appreciate the help and wishing you a smooth day on your side too!

Hi again!

Just wanted to share that I’ve tried calling Customer Service again (on two separate days, multiple times each), but unfortunately couldn’t get through. Since I didn’t want to overwhelm the phone lines further, I’ve submitted my request through the official contact form on the Odido website instead.

Would that be a good alternative approach in this case?

​@Kristian Ninov My apologies for not being able to reach us. Good that you filled in the form! 

This is a good solution. However, the processing time is longer than if you were to call our Customer Service. Of course, I want you to be able to move without any worries about your old adres. 

I can't promise, but I will happily ask my colleagues if they can contact you. If you can add the last 4 digits of your bankaccount number to your community profile, the verification will be complete. Please let me know in this topic when you've done so. I'll immediately help you further! 

​@Teresa van Odido 
Thanks so much for the kind and thoughtful reply — I really appreciate the clear communication and the human touch in your response.

I've just updated my profile with the last 4 digits of my bank account number, as requested. Thank you so much for offering to check with your colleagues — that kind of support means a lot, especially during a busy and transitional time like this.

Looking forward to hearing from you again, and thanks once more for the great service so far!

​@Kristian Ninov What a nice compliment, thank you! 😊

Of course, if there is anything I can do for you to make things easier, I'll do it. I've immediately asked my colleague to get in contact with you to make the arrangements. 

I notice that you mention that the appointment with the municipality is scheduled for the 19th of June for the proof of deregistration. Do you already know per when you would like your subscription to end? Do take into account that this is always with a month's notice. If you already have the contract of your new home, this also counts as a proof of relocation. 

If you have any questions, or if I can help with anything else, don't hesitate to ask. I'm always happy to assist! 

​@Kristian Ninov I'm back with an update quicker than expected! 😀

I heard back from my colleague who made the arrangements for you based on the form you submitted. Since you're not within contract, there is no need to send us a proof of relocation. 

The subscription is cancelled per the 3rd of July 2025. You will also receive an e-mail confirmation about this as well as instructions to send the equipment back to us. 

Questions? Ask! I'm here for you. 

​@Kristian Ninov You're very welcome! 😊

I'm happy to read you've already received the e-mail confirmation. Of course, I'll happily answer your question about your mobile subscription as well! 

This cancellation does not include your mobile subscription, only Internet + TV at home. For cancelling your mobile subscription, the rules are a bit different. Meaning that if you're still within contract, you have the option to cancel your subscription by paying for 50% of the total amount that you would've paid if the subscription were still running. 

The cancellation can only be processed by calling our Customer Service (0800-0092). Would you mind trying this one more time? I'm sure my colleagues are ready to help! If in any case, you can't reach us. Let me know, I will do my absolute best to get you in contact with my colleagues! 

Thanks once again for your support and the clear explanation - it’s been incredibly helpful during this whole process.

I just checked my contract details through the subscription overview and noticed that my mobile contract actually ended on May 23rd, 2024 - so almost exactly a year ago. I’ve attached a screenshot for reference.

I completely understand that the mobile cancellation needs to go through Customer Service by phone, and I’ll definitely give them a call to officially follow the right steps.

Before I do that, I just wanted to double-check this detail with you, so I can be well-informed when I speak with them - and hopefully make the whole process smoother and quicker for both sides.

Does the fact that the contract already ended mean that I can now cancel the subscription without any early termination fee?

Thanks again for the amazing support and for always being so quick and helpful - it truly makes a difference!

 

If your one year contract ends may 20 2024, it means that you can indeed cancell the subscription now without any penalty's or explanation. There is always an one month notification period, so if you cancell tomorrow by phone, it ends 26th of may 2025.