Valid from 1 May 2021 for new customers and from 1 June 2021 for existing customers
We are simplifying and accelerating the cancellation process. Starting 1 May 2021 (1 June 2021 for existing customers), all UPC subscriptions can only be cancelled over the phone or via UPC Chat. Written notices of cancellation by letter, fax or e-mail are no longer valid as of this date. This applies to all UPC mobile, Internet, phone and TV subscriptions. The General Terms and Conditions will be updated accordingly.
To carry out a cancellation, a special free cancellation hotline and also a cancellation chat are available. You will be connected directly to our cancellation department.
Confirmation of cancellation: You will immediately receive a confirmation of cancellation by SMS after the cancellation has been received. The next business day, the cancellation confirmation will be sent to you again by letter.
For existing customers with an existing UPC subscription, this change will apply as of 1 June 2021. The new Terms and Conditions are available at www.upc.ch/gtc.
- The process for switching providers with number porting will remain unchanged. In the case of a cancellation with number porting, your new provider will send an electronic porting request to UPC, which is also a cancellation of your subscription. You don’t need to do anything else.
- The minimum contract period, the notice periods to be observed or fees in the event of premature termination, will remain unchanged.
- Options for all subscriptions can still be cancelled as usual.
Today, the vast majority of customers use multiple, convergent digital services, such as a cable connection, mobile subscription, device plan, Internet/fixed network and TV subscription, as well as our other services or those from third-party providers. If a customer wants to cancel a subscription, the respective details regarding the cancellation process must be observed due to the sometimes complex links between the products. For this reason, written notices of cancellation often give rise to ambiguities that require questions to be clarified with the customer. Unfortunately, however, customers are often difficult to reach, which can ultimately lead to errors in the cancellation process and disadvantages for customers. For this reason, we have decided to simplify the cancellation process.
Direct communication between the customer and UPC employees eliminates ambiguities and misunderstandings related to cancellations. When a customer cancels a subscription, we can explain to them what effect cancelling a subscription has on their other subscriptions, to what extent combination discounts are affected, how to port numbers correctly and avoid losing the network connection or a phone number, and what charges can be expected if the customer cancels the contract outside of the cancellation period. In addition, we can also prevent abusive terminations by third parties that occur time and again. Further advantages: Customers save themselves the trouble of writing a notice of cancellation, going to the post office, postage and registered mail fees. Furthermore, there is no longer any risk of the cancellation letter reaching us too late and thus missing the cancellation deadline.
Sunrise already successfully changed the cancellation process three years ago and was able to significantly increase customer satisfaction as a result, so that other telecom providers have also adopted this practice.