Moving or Cancelling Home Internet in Türkiye: Commitments, Equipment and the Final Bill

عناقيد · 2026-10-24T03:20:35+0300

Moving or Cancelling Home Internet in Türkiye: Commitments, Equipment and the Final Bill

Illustrative router; not a model any Turkish provider promises to supply. Photo: Rakoon, CC0. Source and licence.

Handing back a flat's keys does not close its internet account, and carrying the modem to a new home does not relocate the service. Before leaving, decide whether you want the same provider to relocate the connection, a different provider to take over, or the service to end altogether. Then document what happens to the agreement, commitment, equipment and billing. This guide takes you from checking the new address through to confirmation of closure and the final settlement.

Information reviewed: 24 October 2026. The basis is the electronic-communications consumer-rights regulation, particularly Articles 12 and 23, alongside the Trade Ministry's subscription-contract explanation published on 15 June 2026. The commercial examples describe particular providers' published procedures and prices. They are not a nationwide tariff or a guaranteed price for every account, and this is not an announcement of a law introduced today.

Choose the correct operation before cancelling anything

Operation	What changes?	What should you confirm in writing?
Address relocation — Nakil	The service location, with the same provider	Coverage of the new flat, package, relocation charge, work and interruption dates, and treatment of the remaining commitment
Provider change — İşletmeci değişikliği	The company providing internet, potentially over the same technical infrastructure	Is this an actual transfer or a new subscription? Who closes the old account, and when?
Subscription termination — Fesih	The identified service agreement ends	Request reference and time, billing stop, closure, equipment return and final settlement
Service suspension — Dondurma	A temporary pause under the provider's terms	Fee, duration, automatic reactivation, commitment and device-instalment treatment; this is not closure
Transfer to another person — Devir	The subscriber responsible for the account	Availability, parties' consent, commitment and debt treatment; leaving the modem with the next tenant is insufficient

The subscription agreement governs provision of the service. A Taahhüt, or contractual commitment, links benefits such as discounts to remaining for a stated period. The end of that commitment does not necessarily end the subscription: service may continue at the non-commitment price. “No commitment” does not remove consumption charges, instalments for equipment you bought or the obligation to return loaned equipment.

If changing provider, obtain the new company's description of the transaction before terminating the old service. The TurkNet cancellation questions illustrate an important distinction: a transfer between services using the incumbent operator's infrastructure may close its account automatically under the described process, while other infrastructure situations require a separate cancellation request. Do not generalise this to every provider or treat a sales representative's call as confirmation that the previous subscription has closed.

Check the new flat's address and prepare your records

Start before agreeing when the old connection should stop. Use the building's full address and exact flat, rather than only a neighbourhood name. Ask about actual infrastructure, available port capacity, connection type and the speeds to be recorded in the service summary. Fibre in the street or a favourable preliminary search does not guarantee a port for the flat; request confirmation specific to your application.

Save the subscription agreement and summary, commitment document and summary, package name, commitment start and end dates and latest bill.
Identify the customer and service numbers, circuit or xDSL number where applicable, old and new installation addresses and actual moving date.
Request a relocation assessment covering network type, speed and service conditions, including any wait for infrastructure, a port or an engineer's visit.
Prepare the provider's accepted evidence of moving residence. Depending on the case, it may request an address statement, tenancy agreement or supporting document. Obtain its list in writing; do not assume that every lease needs notarisation or that one document is always sufficient.
Prepare the account holder's appropriate identity and verification method. If someone acts for you, establish the accepted authorisation. Owning the flat alone does not allow a landlord to close a tenant's account in the tenant's name.
List equipment, serial numbers and ownership: modem or router, ONT and power adapters, and any linked television equipment. Keep purchase receipts or handover records.

The Türk Telekom relocation page lists identification for personal applications, a notarised power of attorney for a representative and speaking to the line holder for call-centre requests. These are that company's procedural details, rather than a universal document list or proof that every foreign resident can complete every online transaction.

Relocation: understanding the time and price

Article 12(8) of the sector regulation addresses relocation of non-mobile subscriptions, with or without a commitment. Unless the regulator determines otherwise, 90% of requests within a calendar year are to be completed within seven days, and all within ten days, excluding situations where there is no network at the requested address. For an operator using its own network, the period runs from the request; for one using another operator's network, the start depends on that network operator making its network and systems ready under the applicable rules. “Seven days” is therefore not an individual promise for every relocation, does not require creation of a missing network, and should not be silently changed into seven working days.

Ask for the request date, infrastructure-readiness date where different, reason for any hold and agreed appointment. If delayed, request an update linked to the original record rather than creating a new request that loses the first date. Consider temporary backup access where work or study depends on it, after checking its coverage, data and costs. Do not assume that a free backup must be supplied in every case.

Provider example read on 24 October 2026	Amount and unit	Limits
Türk Telekom: customer-requested relocation	TRY 1,000 per operation including taxes; the page states this applies from 31 March 2026	It describes a single charge on the first bill after relocation or five instalments; confirm applicability to your request
TurkNet: relocation as described in its guidance	First relocation free; subsequent relocations TRY 1,200 each on the page read	Suitable infrastructure is required. No effective date or express tax statement appears beside this figure in the text read; confirm the total and free-relocation conditions
Internal cabling, equipment or a different package	No universal price established by these sources	Obtain an itemised quote for work, parts, taxes and ownership; distinguish it from the basic relocation charge

Türk Telekom links completion to the appointment agreed when applying. Where internet is linked to a home telephone, it describes relocating the telephone first. TurkNet gives a usual estimate of seven working days, potentially longer because of infrastructure or port availability, and describes crediting unused days during relocation against the next bill. These are provider statements, distinct from the regulatory timing method above, rather than guaranteed dates for every account. It also explains that changing city or moving between İstanbul's European and Asian sides can change the fixed telephone number. Check telephone, IPTV and other bundled services separately.

When service is unavailable or the alternative is different

Article 12(6) provides a right to terminate a committed subscription without an early-exit charge when the subscriber moves residence, supplying the committed service with the same characteristics at the new address is factually impossible, and the move is documented. Mobile electronic-communications services are excluded from this provision. Do not automatically extend it to a SIM-based router or mobile package merely because it is used at home.

Distinguish a missing network from a temporarily unavailable port, a repairable fault, or an offer with different speeds or characteristics. A verbal statement that “the port is full” does not determine every condition of factual impossibility in your case. Request the address-assessment result, reason relocation cannot be provided and characteristics of the alternative in writing. Supply evidence of moving and request application of the provision where appropriate, rather than sending an unexplained ordinary cancellation request.

If the same service cannot be supplied and a different one is offered, Article 12(7) provides for completing the remaining commitment at the new address's committed service price, subject to your approval. Obtain the package, speed, price, remaining period and equipment treatment in writing. Do not assume every move requires a completely new commitment, or agree to renewal without understanding its duration. Nor does a single slower Wi-Fi test establish an exemption: Article 12(11)'s address-speed provision depends on measurement criteria determined by BTK, rather than a rule that any slow connection cancels a contract.

An exemption from Cayma bedeli, the early-exit charge for breaking a commitment, does not automatically cancel payment for a device you retain, valid earlier consumption or a proven separate obligation. Ask for every demand to be separated and linked to its basis, particularly where equipment is labelled entirely as a “cancellation penalty”.

If no exemption applies, examine the commitment calculation

Under Article 12(5), the operator compares the discounts and benefits provided up to breach, including uncollected portions of device or other benefits under the commitment, with the amounts not yet accrued that would have been collected until its end. The latter is used if lower. Obtain a table identifying both sides' inputs, periods, prices and benefits, rather than accepting only “all the remaining months”.

The following is an illustrative calculation, not your bill. Assume a 12-month commitment, eight months used and four remaining, a non-commitment monthly price of TRY 900 and a committed price of TRY 600, with no devices or other benefits in the calculation:

Side of the comparison	Illustrative calculation	Result
Discounts already provided	(900 − 600) × 8	TRY 2,400
Remaining amounts not yet accrued	600 × 4	TRY 2,400
Comparison under these assumptions	The lower of 2,400 and 2,400	TRY 2,400, before settlement of any proven separate items
If another case has benefits of 3,000 and a remaining amount of 1,800	The lower of 3,000 and 1,800	TRY 1,800, rather than adding the two amounts

Do not include the same equipment cost twice, once as a benefit and again as an independent purchase instalment, without an explanation of their relationship and any adjustment. Loaned equipment that must be returned differs from equipment bought on instalments. A new provider's offer to reimburse the previous provider's charge is a separate promotion with conditions, limits and required documents. It does not cancel the earlier debt or guarantee cash reimbursement. Obtain the terms before relying on it in your budget.

Submitting and following a cancellation: visiting a page is not applying

The termination procedure itself is free under Article 23; this differs from valid commitment, equipment or consumption amounts. The provision lists methods for requesting termination after subscriber identity verification. These include an authorised representative and written request, confirmed fax, secure electronic signature, e-Devlet, the operator's online transaction centre, the email address registered with it and customer services. Use an official channel and retain proof of delivery. Unplugging the modem or stopping payment does not replace cancellation.

Identify the service and number to be ended, any reason for an exemption and bundled services requiring separate settlement.
If choosing this route, open BTK's subscription-termination service on e-Devlet. Its pre-login page lists mobile signature, electronic signature, Turkish identity card and internet banking. Do not assume an e-Devlet password alone is sufficient here or that every foreign resident has every listed method.
After signing in personally through an available method, check the operator, service, notices, reason and documents. Follow the actual fields; do not submit a trial cancellation or give someone your bank or verification codes.
Keep the submission evidence, date, time and request reference. If the gateway is unavailable to you, use another accepted operator channel with identity verification rather than waiting indefinitely for an inaccessible online route.
Follow the receipt confirmation and billing stop, then contract-termination confirmation, equipment instructions and final settlement. If no acknowledgement arrives, follow up under the original reference and request a copy of the record.

Do not send a request assuming closure on a distant future day and then rely on the connection remaining available until then. First establish whether the provider accepts future-dated cancellation. TurkNet states that it does not. This is a particular procedural policy; consider your continuing access needs before submitting a request that can take effect promptly.

Termination stage under Article 23	Stated period	What it does not mean
Acknowledgement and stopping service billing	Within 24 hours of notification of the termination request	This is not a device-return period; service may be restricted or stopped when billing stops
Completing termination and notifying the subscriber, including return information for operator-owned equipment where relevant	Within seven days of receipt of the request	No guarantee that internet remains available for seven days, and no universal rule for every household service
Final bill for outstanding claims	At most four months after the termination-request date	Bills for interest on a late final bill and legal recovery are excepted; not every later amount automatically disappears
Returning subscriber credit, deposit or advance after set-off	Within 15 days under the provision	Not repayment of everything ever paid, or one deadline for returning every modem

Returning the modem: obtain a receipt

Request the list and serial numbers of devices to return, accessories, deadline and starting point, delivery and shipping channels and who pays. Do not leave the provider's equipment for the next occupant or dismantle shared fibre installations or seals yourself. If connection type changes during relocation, ask whether old equipment must be exchanged or returned even though you remain a customer.

TurkNet's instructions require equipment allocated for use during the subscription to be returned complete and working within 15 days, using a shipping code sent by text message; equipment you purchased is treated differently. Its published non-return value table read for this guide shows TRY 4,000 per device for the listed categories, including modems and ONTs. Where several devices were supplied, all must be returned. No effective date or explicit tax clarification appears beside that table, and it should not be generalised to other models or companies. Confirm your applicable value and current shipping instructions. Returning a modem alone may leave an ONT or mesh device outstanding.

Photograph serial numbers, condition and accessories before packing. Obtain a receipt identifying what was handed over, or keep the shipment reference, tracking, delivery evidence and cancellation number. If the shipping code does not arrive, request it in writing before the deadline. Do not rely on a delivery address copied from an old comment. Once delivered, request confirmation that the equipment is recorded against your account and any mistaken non-return charge has been removed. A shipment delivered to the company may be insufficient if not linked to your service.

The final bill, closure evidence and correcting mistakes

Check the period covered, billing-stop time and each component: consumption, relocation, equipment, commitment, adjustments and taxes. A bill issued after cancellation may concern service before billing stopped; its issue date alone does not prove error. Request the calculation for partial periods, unavailable days during relocation and any credit. Do not assume every item is invariably divided by 30 days.

Keep the termination confirmation and closure date, equipment-return evidence, latest account statement, payment records and refund evidence. Check registered contact details and continue monitoring messages after leaving the flat or country. Establish that bundled services have ended where intended. Cancel automatic-payment instructions after arranging settlement and follow-up, so that an overlooked valid bill does not become overdue.

For an objection, write a short chronology: request number and receipt time, the expected billing-stop time, grounds for an exemption, disputed amount and precise remedy. A suggested wording is: “Please correct item … on bill … because termination request … was received on … . I attach … and request the commitment calculation/correction of the service period/confirmation of equipment receipt and a written reply.” This is an organisational example, rather than an official form or a ruling that the debt has vanished.

If the provider does not resolve it, use BTK's consumer-complaints system on e-Devlet, supported by the agreement, bill, request, reply and relevant address or equipment evidence. Its pre-login page includes an e-Devlet password among the identification methods, unlike the termination page's list. Follow the reference and deadlines displayed for the actual complaint; do not invent a response deadline or guaranteed award. A financial dispute may require the competent consumer-protection route according to its nature and value. Regulatory complaint handling is not an automatic monetary judgment. If enforcement or court documents arrive, obtain legal assistance promptly rather than waiting for an ordinary support exchange: an administrative complaint does not automatically stop every proceeding.

Practical questions before leaving

Is unplugging the modem enough?

No. The service and account remain subject to the agreement until the relevant relocation or termination procedure is completed. Document the request rather than leaving an account at an address you no longer occupy.

Does every house move allow cancellation without an early-exit charge?

No. The non-mobile provision requires a documented change of residence and factual impossibility of providing the committed service with the same characteristics at the new address. Obtain the company's decision and basis rather than relying on a representative's promise.

Must I accept a slower service to avoid a penalty?

Request the alternative in writing and compare it with the committed service and your conditional right if that service cannot be provided. Accepting a different service has consequences under Article 12(7). Understand the price, period and benefits before approving it.

Does the end of a commitment close the account?

Do not assume so: service may continue at the non-commitment price. Check the end notification and expressly choose renewal, continuation, relocation or cancellation.

If the early-exit charge is waived, can I keep the modem for free?

No. Equipment ownership, purchase instalments or a loan are separate questions. Request a statement separating the balance for a retained device, the commitment charge and any charge for equipment that should be returned.

Can I assume seven days for relocation and treat every longer period as a breach?

Check network availability, the starting point and the operator and infrastructure roles. The 90%-within-seven-days measure is not a promise for every request, nor necessarily the same as a company's estimate of seven working days. Record the reason and request a clear date and remedy.

I am outside Türkiye and cannot use the termination login methods. What should I do?

Ask the operator for an accepted alternative to verify your identity remotely or use an appropriately authorised representative. Do not give someone your account or banking code, and do not assume identical eligibility for every foreign resident.

Why did a bill appear after closure was confirmed?

It may settle earlier use, equipment or a commitment charge. Check its components and period. Seek correction of service billing continuing after its stop time or a duplicate item, rather than rejecting a valid bill solely because it was issued later.

Which records should I retain after moving?

Keep the agreement, commitment and their summaries, address assessment, evidence of moving, request and correspondence, account statement, device photographs and return receipts, and closure or relocation confirmation. This file avoids repeatedly reconstructing the issue during follow-up.

Moving or Cancelling Home Internet in Türkiye: Commitments, Equipment and the Final Bill

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