We change internet providers for a better rate, a move, or a poorly covered area. Cancelling a Freebox is not complicated as long as you follow the steps in the correct order, especially when you want to keep your landline phone number. The trap is not administrative: it lies in the timing between the cancellation and the subscription with the new provider.
Portability of Free landline number: the sequence that avoids interruption
Most guides start with the cancellation. In practice, the opposite should be done. If you want to keep your landline phone number, subscribe first with the new provider before cancelling Free.
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The new provider will then take care of requesting the number portability. Free receives the request, and the cancellation of the landline line is automatically triggered on the Freebox side. Cancelling before subscribing elsewhere exposes you to a permanent loss of the number.
The portability of the landline number works between all operators (Orange, SFR, Bouygues, Free). To initiate it, you need to provide the new operator with the operator identity statement (RIO) of the landline. You can obtain it by calling 3179 from the concerned line. This code uniquely identifies the line and the subscription, allowing the new operator to initiate the transfer without errors.
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To find the postal address to cancel Freebox and the details of the procedure by mail, keep this point handy for the next step.
Cancelling Freebox from the Free subscriber area
Free allows you to cancel directly online, without mail or phone call. The procedure goes through the subscriber area on the Free website.
- Log in to your Freebox subscriber area with your usual credentials.
- Go to the “My subscription” section, then select the cancellation option.
- Confirm the request: Free sends a summary by email with the effective end date of the subscription.
- Prepare the equipment to return (Server, Player, cables) in the weeks following the confirmation.
Online cancellation takes effect after a notice period, the duration of which depends on your offer. For subscriptions without commitment, the notice period is generally short. If your Freebox is still under a commitment period, early cancellation fees may apply. Returns vary on this point depending on the exact offer subscribed (Freebox Pop, Ultra, Revolution).
Cancellation by mail: in which cases
Cancellation by registered letter with acknowledgment of receipt remains an option. It mainly concerns subscribers who do not have access to their online space or who want a paper proof. The letter must mention the subscriber number, the installation address, and the explicit request to cancel the Freebox subscription.
Free processes the request upon receipt of the letter. Keep the acknowledgment of receipt until the cancellation is confirmed by email.
Returning Freebox equipment after cancellation
After cancellation, Free requests the return of the equipment within a specified time frame. Failure to return it results in a charge for the equipment. This is a point that many subscribers discover too late.
The equipment to be returned depends on the offer:
- The Server box (the main box connected to the line).
- The TV Player (the decoder), if your offer included one.
- The Wi-Fi repeater, provided with certain recent Freeboxes.
- The power cables and the Ethernet cable provided in the original package.
Free generally sends a prepaid return label or indicates a drop-off point. Check the exact contents to be returned in the cancellation confirmation email. Forgetting a power supply or a cable may trigger an additional charge.
What to do if the equipment is damaged
A scratched or slightly worn box is not a problem. However, a broken device or a missing Player will be charged. If you have any doubts about the condition of a piece of equipment, take photos before sending it. This serves as proof in case of a dispute with Free customer service.
Free cancellation fees: what may remain on the bill
For a Freebox subscription without commitment, cancellation does not incur penalties. This is the case for most of Free’s current offers, which feature subscriptions that can be cancelled at any time.
If you are still under commitment, the situation changes. The fees correspond to the remaining months due, sometimes with a progressive discount depending on the time already elapsed. The exact amount is specified in the special conditions of your contract, accessible in the subscriber area.
Lastly, anticipate the final bill. It includes the prorated subscription until the effective end date, plus any fees related to options (such as renting a repeater or a paid television service). Check this bill in the weeks following the cancellation to spot any unusual charges.
Cancelling a Freebox while keeping your phone number comes down to a simple rule: subscribe with the new operator before cutting the Free line. The RIO, returning the equipment on time, and checking the final bill are the three concrete points that avoid unpleasant surprises.