Unsubscribing from a telephone operator is the biggest nightmare for many of its users. That is why we explain how you can do the procedure if you are a Simyo client and everything you should keep in mind about the process.
Simyo is the telephone operator in the Low Cost sector belonging to Orange . It has been operating in Spain since 2008 and is characterized by giving its clients total freedom in contracting, being able to design fully customized rates. You can think that, of course, everything is easy to register … In fact, the usual thing until a few years ago were endless waiting times for calls to the discharge department in order to leave a company.
In recent years, the operators have opened new communication channels with the termination department that make it possible to streamline these procedures. In addition, in the cases in which we are going to carry out a portability to another company, it is not necessary to request the cancellation, it is carried out automatically in the portability process.
Things to keep in mind before discharge
If you want to unsubscribe from Simyo shortly after signing up as clients, you have several options that replace the unsubscribe request.
Order cancellation
The first moment of regret usually occurs in cases of portability to Simyo or when you sign up without having consulted other operators that you considered interesting. Imagine that you belong to another company, whatever it is, and you request portability from Simyo. Or you just find a better deal right after you become a Simyo customer. You choose the rate, you choose a terminal from its catalog and everything is ready to be a Simyo customer. So far everything is correct.
However, most telephone operators have a customer retention department . They are responsible for making counter offers for you to cancel the portability. In fact, on many occasions these types of promotions are usually the most aggressive, more so than the offers to even sign up. If you accept the counter offer from your original operator, you will have to contact Simyo to cancel the portability and order of your terminal and SIM card. This cancellation can be processed through the same channels used to register:
Telephone: Calling 1644 (08:00 – 23:00) from a Simyo line or 644100121 for other calls.
E-Mail: writing to [email protected] and indicating the order reference.
Right of withdrawal
The exercise of the right of withdrawal is reflected in the consumer law to protect the consumer and that he may have the right to return a product or cancel a service in an agile way without having to justify it or give explanations. In this case, Simyo is obliged to accept the cancellation whenever it is requested within 14 calendar days after the day on which the service was registered.
In all cases, the customer must return all the products that have been delivered. This is also applicable in the case of hiring a mobile line without a terminal. The SIM card sent by Simyo is pre-activated and can be used for telephone and mobile data communications. That is why it is important to use an adequate transport service, remembering that all shipping costs in this return are paid by the customer. The term for the return of the products is 14 days from the date of the withdrawal request .
The forms of contact with Simyo to exercise the right of withdrawal are:
- Postal letter addressed to the customer service department at Orange España Virtual SLU Paseo del Club Deportivo 1, “La Finca” Business Park, Building 8, 28223 Pozuelo de Alarcón (Madrid).
- Email to [email protected].
- Fax to 902932140.
- Calling 1644.
If you need it, you can use the form for the right of withdrawal that Simyo has enabled on its website.
Permanence
Simyo is a company that does not offer permanence contracts of any kind in its mobile line contracts, so you can unsubscribe whenever you want without any penalty cost. A separate issue is the acquisition of a terminal in which case you will not be able to return it outside of the 14 days offered by the right of withdrawal as with the purchase of any other product. In any case, the cancellation of a service will be effective within a period of two days from the request.
In the case of having contracted the fiber, you must bear in mind that Simyo gives you the installation . This is related to a three-month stay , its cost is € 120, so if you unsubscribe before those three months you would only have to pay the proportional cost according to the time you have enjoyed the service.
How to unsubscribe
Any Simyo customer has the right to unsubscribe at any time. In addition, you can do it of all the contracted services or only of some of them. When communicating the withdrawal, it will be important to include some important information. Regardless of the channel used, the effective date of cancellation and the reason for requesting it must be indicated. Let’s not forget that the deadline to give effect to the cancellation is two days when indicating the date on which we want it to be effective. It is also mandatory to identify the owner of the service, which will vary depending on the way we communicate with the company.
In case of requesting the cancellation by phone, by calling 1644 , the identity of the owner will be verified through the banks. The telemarketer will request confirmation of the bank account number or the credit card details with which we have made all or some of the payments. The company employee must indicate the reference number of the cancellation request, it will be useful in case the cancellation does not occur or if we simply want to confirm the cancellation status.
If it is in writing, it will be necessary to attach a photocopy of the holder’s DNI / NIE / Passport , in addition, the application must be signed. The written request must be made by sending an email to [email protected] indicating ” WITHDRAWAL ” in the subject or by sending an ordinary letter to Orange Espagne Virtual SLU Paseo del Club Deportivo 1 Parque Empresarial La Finca, Building 8 28223 Pozuelo de Alarcón ( Madrid).
Suspension of service
The suspension of the service is understood as the cancellation caused by reasons other than the client’s own unilateral decision, it may be due to different situations.
Causes
If for technical or operational reasons attributable to Simyo the telephone or fiber service has not been able to be activated within the agreed period, the client may request the cancellation. In this case, you will not have to pay any amount related to installation costs or product shipping. These types of causes are usually due to problems in the installation of the line or equipment at the owner’s home.
If the cancellation is requested due to the impossibility of activating the services or other similar reasons within the agreed period, and being the origin of the problem attributable to the client , the client must bear all the costs of installation and return of the equipment. This responsibility is not compatible with the right of withdrawal, if the cancellation request is made within the first 14 calendar days, the client will not have to bear the installation costs. The shipping costs for the return of the equipment will be borne by the customer in this case.
Definitive interruption
This way of causing “cancellation” in the company refers to the types of use that the client makes of the services provided by Simyo. The registration contract stipulates the conditions of use of the services and the client’s obligations. In case of not making a correct use of the services , Simyo reserves the right to definitive interruption of the service. In these cases, the customer will be responsible for the costs of returning the equipment.
The causes for which the definitive interruption may occur are those related to the violation of intellectual or industrial property rights, the introduction of viruses, image spoofing or sending spam that may cause damage to third parties. In any case, the client must pay all the costs of installation, return of equipment and pay the amounts arising from the use of the services.
Other important reasons that would cause the definitive cancellation of the service by Simyo is the non – payment of invoices or the commission of other criminal acts such as the theft of bank data, the subsequent use of these for personal benefit, the resale of Simyo’s services to third parties and any other serious crime contemplated by Spanish law.
