If you have an Internet connection (DSL or Fiber) from Orange France and you need to cancel it because you are moving out of France for professional reasons (job transfer or finished school), you must send Orange/France Telecom a letter via registered mail (in France this is called “Lettre Recommendée avec avis de réception” (LRAR)).
In French cancelling your Internet connection is called résiliation d’un abonnement internet. You can also do a Google search for these terms to find more information, if you are curious.
However, I will try to make it easy for you and provide the steps on how to accomplish this. You can also call 3900 (if you are in France) to get details, but they will speak very rapidly to you in French.
Here are the steps you need to take to cancel an Orange Fiber or DSL connection. This worked for me.
STEP 1: Send a letter of cancellation and attach a letter from your employer or school stating that you are moving abroad. If you signed up for Internet service more than a year before your departure, you don’t need to provide a “professional” reason for cancelling. You can just cancel. So you can omit attaching the letter from your employer.
Below is a form letter for the cancellation of an Orange Internet connection for professional reasons. I took this from a French website that provides form letters for all kinds of contract cancellations (phone, electricity, etc.).
* * * * *
[Address in France]
TSA 90008 59878
Lille Cedex 9
[City you reside in, date of this letter ]
Par la présente, je vous demande de bien vouloir résilier mon contrat d’abonnement Internet Livebox Zen Fibre (No. compte internet __________; No. de ligne Livebox _______); No. client ________). En effet, je souhaite mettre un terme à mon engagement dès le [date on which you want your Internet connection to be cancelled] pour des raisons professionelles. Je quitte la France pour aller à l’étranger.
Ci-joint une lettre de mon entreprise.
Vous remerciant par avance de bien de vouloir m’adresser une confirmation écrite m’indiquant la date effective de résiliation (enter the date of cancellation) ainsi que le montant restant dû, je vous prie de croire, Madame, Monsieur, en l’assurance de ma considération distinguée.
[Your name and signature]
* * * * *
Step 2: Go to the Post Office and send this to Orange/France Telecom via LRAR.
Step 3: Wait for confirmation from Orange France. This is the tricky part. Although you are required to send them the cancellation via snail mail, they don’t have to send you confirmation of the cancellation via snail mail. They get to send it to you via email! So make sure you check your Orange email within 7 days (you can go online to your customer page on Orange.fr and look in your inbox. Orange assigns its customers, upon signing up for Internet service, an email address that usually goes like this — email@example.com).
Step 4: Take your Orange router, TV decoder (and if it was provided to you, LivePlug and optical fiber connection box) to an Orange store in order to get your deposit back. Orange will remit your deposit to your French bank account so don’t close it until you get the money back. Ask your French bank how you can close your account from abroad (this involves sending a fax — email is NOT enough).