Cancelling your French internet box (Free, SFR, Orange, Bouygues): how-to

Quick answer

To cancel an internet box (Freebox, SFR box, Livebox Orange, Bbox), send a request to your operator: the maximum notice is 10 days from receipt. Capped cancellation fees may apply, and if you are committed (12 months), the remaining monthly payments may be due — unless you have a justified legitimate reason. You must return the equipment (box, decoder) or be billed. The registered letter with return receipt remains the safest proof of your request and its date.

Switching operator or cutting off your box is simple, but the commitment, the fees and returning the equipment often bring surprises on the final bill. Here is how to cancel cleanly.

1. Check your commitment

• No-commitment offer: you cancel at any time; only a flat cancellation fee (admin fee) may apply.
• Committed offer (12 months): before the end of the first year, the remaining monthly payments may be due. After the first year, only a quarter of the remaining sums can be billed to you.
• A legitimate reason (see below) exempts you from early cancellation fees.

2. Switching operator without interruption

If you sign up with a new operator, it can handle the cancellation of your old box to avoid an interruption. Still check that the old line is properly cancelled: if in doubt, send your own written request. To keep your landline number, request number portability through your new operator (with your RIO number).

3. Why the registered letter is still advised

Many operators accept cancellation online or by phone. But as soon as commitment, fees or a double-billing risk is involved, the registered letter with return receipt:

• proves the date of your request, which starts the 10-day notice;
• fixes the legitimate reason invoked and the supporting documents enclosed;
• is your proof if the fees are contested.

4. Cancellation letter template

Subject: Cancellation of my internet box subscription — customer no. [reference]

Dear Sir or Madam,

I request the cancellation of my subscription to the [offer name], customer no. [reference] / line no. [number], on receipt of this letter and within the legal 10-day period at the latest.

[If applicable:] This cancellation is for a legitimate reason: [move to an uncovered area / hospitalisation / …], for which you will find the supporting document enclosed. I therefore ask that no early cancellation fee be billed.

Please tell me how to return the equipment and send me a closing bill and the refund of any overpayment.

Yours faithfully,

[Date — Signature]

5. Returning the equipment

The box, the TV decoder and their accessories must be returned within the deadline set by the operator, otherwise they will be billed to you (often several tens of euros per device). Key points:

• use the return slip provided or drop the equipment off in a shop;
• keep the proof of drop-off (receipt, parcel tracking number);
• check on the closing bill that no returned equipment has been billed.

6. Legitimate reasons

They remove early cancellation fees in the case of a commitment. The most common:

• moving to an area not covered by the operator;
• hospitalisation or long-term illness;
• recognised over-indebtedness;
• death of the subscriber;
• long-term imprisonment.

Always attach a supporting document: without proof, the operator will apply the fees.

Cancelling from abroad or managing a relative's line from a distance? MaisonMail can print and send your cancellation letter by registered mail with return receipt to your operator. The origin market, delivery times, tracking and the return receipt are confirmed before payment.

7. Common mistakes

• Forgetting to return the equipment: billing is almost automatic.
• Not attaching the proof of a legitimate reason: the fees apply.
• Cancelling before securing number portability: you lose your landline.
• Relying on a mere call with a commitment: no enforceable date.
• Not checking the closing bill: overpayments and undue fees often slip through unnoticed.

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In short: cancelling your internet box involves a 10-day notice, returning the equipment and, with a commitment, fees that only a justified legitimate reason removes. The registered letter with return receipt dates your request, fixes your reason and protects you when the fees are contested — it is the trace that carries weight against the operator.