How to change your internet provider: rights, deadlines and procedure
Changing your internet provider is often more complicated in the mind than in reality. The Act on Electronic Communications (127/2005 Sb.) grants customers relatively clear rights and sets maximum deadlines that both parties must follow, the old and new provider.
First check what is actually available at the new address
Before you cancel anything, it makes sense to find out who actually provides internet at your address and what technologies they offer. Enter your address into the search on katalogisp.cz - the result is based on records from the Czech Telecommunication Office (ČTÚ) and also shows smaller local providers that national comparison sites usually do not list. The article How to choose an internet provider describes how to compare offers with each other.
Notice period: maximum 30 days
According to the Act on Electronic Communications, a maximum notice period of 30 days applies to contracts with providers of electronic communications services (including internet), regardless of the original contract term. This rule has been in force since 2017 and also applies to older contracts concluded before then. The day you submit the notice is not counted towards the period; the period starts on the following day.
It is advisable to submit the notice of termination in writing (by letter or via the internet provider's customer portal, if available), clearly stating the contract identification, the service concerned and the date on which you wish to terminate the contract.
What the provider may and may not charge
Conditions for fees associated with early termination of the contract are set by law and specific contractual agreements with the internet provider - so it makes sense to review your own contract and general terms before submitting notice, especially if you are on a fixed-term contract or have received a benefit from the provider tied to the contract duration (e.g. a discount on end-user equipment). In case of uncertainty, conditions can be verified directly with the Czech Telecommunication Office (ČTÚ), which resolves disputes between the customer and the provider.
How the actual switch to a new provider takes place
If you are changing internet providers and wish to maintain continuity of connection, the process is usually initiated by the new provider - you will sign a new contract with them and they are obliged to inform your current provider of your request to switch, typically within one working day of receiving it. The current provider must continue to provide the service under the same conditions until the switch is completed and must not obstruct the transition. According to ČTÚ rules, any interruption of service during the switch should not exceed one working day; if a longer outage occurs, the customer is entitled to standardised compensation.
In practice this means that the simplest way is to arrange installation with a new internet provider before giving notice on the old contract, so that no unnecessary gap without connection arises.
What else to resolve with the old contract
Besides the termination notice itself, ending an old contract usually involves a few practical matters:
- Return of borrowed equipment - a router or modem is often only lent and not your property; failure to return it may incur charges according to contract terms.
- Billing up to the termination date - the final invoice is usually issued proportionally for the days used, not for the whole month.
- Email mailbox with the internet provider - if you used an email address in the provider's domain, it usually stops working after the contract ends; it makes sense to forward the address or back up its contents in time.
- Bundled additional services - a fixed telephone line or television shared with an internet tariff must be handled in the same notice of termination, not separately.
Complaint vs. termination
If the reason for the change is not moving or a better offer but long-term inadequate quality of the current connection, giving notice may not be the first step. The law gives the right to complain and request remediation or a discount first, and only allows terminating the contract without penalty in case of repeated or significant breach of terms. The entire procedure, including deadlines for complaints, is described in article Slow internet: systematic steps before calling your provider.
Procedure summary
- Check availability and offers at an address on katalogisp.cz or in the catalogue of internet providers.
- Sign a contract with a new internet provider and let them initiate the switch if you want to maintain connection continuity.
- Submit a written notice to terminate the old contract - the notice period is a maximum of 30 days from delivery.
- Check what the contract and general terms say about early termination fees if you are on a fixed-term contract.