Suspension of subscription

    • Good morning

    Following several telephone calls and an email to the department concerned, Swisscom prefers not to understand anything, and yet, in my opinion, they are mixing things up with the T&Cs concerning this section.

    Explanation in detail:

    My previous Natel subscription was suspended from November 2023 to March 2024.

    In May 2024, following various problems linked to the multi device option, and at the suggestion of the Swisscom contact, this subscription was modified and transformed, the conditions of this currently stipulate: start of subscription 05.13.2024 - Minimum contract duration: 13.05.2025 (12 months).

    I think things are quite clear, the T&Cs for the temporary suspension of subscription say it clearly.

    *You can suspend your subscription once during the minimum contractual duration (12/24 months)*

    However, Swisscom limits itself to telling me that this cannot be suspended.

    There is an error in Swisscom’s T&Cs, let them take responsibility for it, in the future I advise them to modify the T&Cs in question.

    Thank you for your help.

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    • Hello @Giweuldeu86,

      I was able to verify in your customer file that the suspension had indeed been established on November 25, 2024 and the case is therefore resolved.

      Have a nice evening

    @Giweuldeu86

    Hello Dodo63

    We do not have the precise content of the exchanges between you and Swisscom to understand why they refused your request, but they probably explained their reasons. We would like to point out that, if you have acquired a new phone at a reduced price or opted for an installment payment, suspension of the subscription may not be possible. Additionally, changing your subscription for option Multi Device could also influence their decision. That being said, it is difficult for us to help you further here. We recommend speaking directly with Swisscom for clarification.

    Have a nice day Doremi

    Show original language (French)