How to cancel contracted internet without an exit fee?
How subscribers whose term has ended, who are relocating, or whose contract terms were breached can close an internet line at no cost.
Short answer
Open your operator's app and check "My Commitment Details" to see whether the contract term has ended. If it has, cancellation is free. If it is still running, document valid grounds such as no infrastructure at your new address, speeds below the contracted level, or a unilateral price change, then file a written termination request. If refused, complain to the BTK via e-Devlet.
What you need
Step by step
Confirm the contract status
Sign in to the operator's mobile app and open "My Commitment Details" or "Commitment Summary" under "My Account" or "My Subscription". The screen shows the start and end dates of the term and any remaining early termination fee. If the term is over, no fee applies and you can request cancellation directly.
Pick your legal grounds
If the term is still running, a free exit only works with a valid reason: no operator infrastructure at the address you moved to, service quality below what the contract promises, a unilateral change to the tariff or terms, or the death of the subscriber. Decide which one applies, because the documents you will be asked for depend on it.
Collect the evidence
For a relocation claim, run your new address through the operator's "Infrastructure Check" page and screenshot the result, then back it up with the address record from e-Devlet. For speed or outage claims, keep every fault ticket number and speed test result. For a price change, archive the notification SMS or email.
File the request in writing
In the app, follow "Transactions" or "Support" to "Cancel Subscription" or "Termination Request". If that path is missing, call customer service and have the request logged. State your grounds and explicitly ask that no early termination fee be charged, attach your documents, and write down the reference number.
Check the outcome and final bill
Once cancellation is approved, open "My Bills" in the app and review the closing invoice. Make sure there is no line for an early termination fee, clawback of contract discounts, or modem charges. If the installed modem is returnable, send it back through the courier or store channel the operator names and keep the delivery receipt.
Escalate to the BTK if refused
If the operator rejects the request or still bills the fee, go to e-Devlet and open the "Information and Communication Technologies Authority (BTK) Consumer Complaint" service. File using the operator name, your subscriber number, and the reference number from your original request, and upload your evidence.
Take it to consumer bodies if needed
If the BTK process leads nowhere, apply to the Consumer Arbitration Committee in your district of residence through the "Consumer Complaint Application (TÜBİS)" service on e-Devlet. Attach the contract, the termination request record, invoices, and all correspondence. Disputes above the monetary threshold go to the consumer court instead.
Tips
Watch out
Trying to force the line closed by simply not paying is the most expensive mistake. Even if service is cut for non-payment, it counts as breaching the contract, the exit fee and clawed-back discounts still accrue, and the record can hit your credit score and turn into debt enforcement. Always terminate through a written request with a reference number.
Frequently asked questions
+I moved before my term ended, will I pay an exit fee?
If the operator has no infrastructure at your new address and the line cannot be transferred, no fee can be charged. If infrastructure exists but you decline the transfer, a fee may apply, so ask for the "transfer not possible" answer in writing.
+The exit fee is already on my bill, what can I do?
First file a written objection with the operator and document your grounds. If that fails, submit a consumer complaint to the BTK via e-Devlet, then apply to the Consumer Arbitration Committee.
+My speed is far below the contract, does that justify termination?
Persistent, documented slow speeds or outages count as a failure to deliver the agreed service quality and can support a fee-free termination. You need to keep fault ticket numbers and speed test results consistently.
+The account is in someone else's name, can I cancel it?
No. Only the account holder or someone with a notarised power of attorney can request termination. If the subscriber has died, a certificate of inheritance allows a fee-free termination.
+Do I have to return the modem?
Modems provided free as part of a campaign are usually returnable, while purchased modems stay with you. Check the modem clause in your contract and get a delivery receipt when you hand it back.
Sources and verification
Last verified: September 15, 2026. tell us. Procedures, institutions (BTK, e-Devlet, TÜBİS, Consumer Arbitration Committee), and legal grounds described here apply to internet subscriptions in Turkey.
This content is for information only; for official procedures the relevant institution’s current announcements take precedence. Details: disclaimer.