Cancelling a Freebox subscription relies on a precise mechanism: the cancellation request alone is not enough to keep your landline phone number. Number portability depends on a separate process, initiated with the new operator before the cancellation takes effect. Confusing the two steps can lead to avoidable line disconnections.
Free landline number portability: the RIO as a starting point
Keeping your landline number when changing operators involves the RIO code (Operator Identity Statement). This code identifies your line and allows the transfer to another service provider.
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The RIO can be obtained by calling 3179 from the concerned line, or via the Free subscriber area. Once you have this code, it is the new operator who initiates the portability and, consequently, triggers the cancellation with Free.
This sequencing has a direct consequence: if you cancel your Freebox before providing the RIO to your future operator, the landline number is permanently lost. The cancellation takes effect without waiting for a transfer request to be made. Therefore, you must subscribe to the new internet plan with portability before any manual cancellation process.
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To fully understand the Free cancellation address to cancel a subscription and the associated steps, it is better to first secure the portability, then let the new operator handle the contract termination.
Freebox cancellation online or by mail: two channels, the same timeframe
Free now offers an online cancellation procedure, accessible from the subscriber area. This option avoids sending a registered letter, which was the only recognized channel for a long time.
Cancelling from the Free subscriber area
The process is done in the “My subscription” section of the Freebox subscriber area. After confirmation, Free sends a summary by email. The countdown for cancellation starts upon receipt of the request by Free.
Cancelling by registered letter with acknowledgment of receipt
The other option remains sending a registered letter. The postal address for Free cancellation is that of the cancellation service in Paris. The letter must include your contact details, your subscriber number, and an explicit statement of your intention to cancel.
- Freebox subscriber number (visible on invoices or in the subscriber area)
- Complete address associated with the subscription
- Desired end date of the contract, if you have one
- Note on number portability, if applicable
Regardless of the chosen channel, the cancellation takes effect within ten days after Free receives the request. This timeframe starts from the date the letter is received or the online validation, not from the date of sending.
Freebox cancellation fees: what is charged and what is not
The current Freebox offers have no duration commitment. Cancelling after the initial period (when it exists) does not incur penalties related to a commitment. However, fixed cancellation fees apply, regardless of the remaining subscription duration.
These fees cover the administrative processing of the contract closure. They are listed in the general conditions of the subscribed offer and are deducted from the final bill.
Return of Freebox equipment
After cancellation, Free requests the return of the box and its accessories (Server box, Player, cables, power supply). A return slip is sent by email or mail. Equipment not returned within the specified timeframe is charged, and the amount varies depending on the Freebox model.
Make sure the package contains all the items listed on the return slip. A missing cable or remote control may result in additional charges.
Cancelling Free to change internet providers: portability manages the cancellation
If you are leaving Free for another fiber or ADSL service provider, the safest method is not to cancel it yourself. The new operator, armed with your RIO code, takes care of the entire process: subscription, number portability, and cancellation of the old contract.
This procedure has two concrete advantages:
- The landline number is transferred without interruption of service (or with a disruption limited to a few hours)
- The cancellation date with Free coincides with the activation of the new line, avoiding paying for two subscriptions simultaneously
- Some operators reimburse part of the cancellation fees, with Free itself offering a reimbursement of up to 100 euros to new customers who leave a competitor
The portability mandate signed with the new operator serves as a cancellation request with Free. No additional steps are required on your part, except for returning the equipment once the migration is effective.
Manual cancellation (online or by mail) is only justified in one specific case: you stop your internet subscription without subscribing elsewhere. In this situation, remember to retrieve your RIO before confirming the cancellation if you plan to reactivate the number later, even with another operator.
The ten-day delay between the request and the actual cancellation taking effect requires planning ahead. A scheduled move on a fixed date necessitates sending the request at least two weeks before the departure to account for possible postal or processing delays.