Not happy with PTCL? Here is how to cancel the service

There can be a multitude of reasons to cancel your PTCL service, even if it is still considered Pakistan’s leading telecom giant. Maybe you are unhappy with its recent price increments or just want to move to another country. Whatever the reason, if you are looking to ditch PTCL’s poor offerings, then we have the perfect solution for you.

For the uninformed, PTCL (Pakistan Telecommunication Company Limited) is currently the largest and fastest internet service provider in the country, offering a wide range of services including broadband, landline, smart television, and wireless equipment. Founded in 1947, the company was originally known as PTT, or Pakistan Telegraph and Telephone Department. However, in 1994, the company was renamed PTCL and was further privatised in 2006.

PTCL also offers innovative digital solutions such as video conferencing and cloud computing, so that it can meet the alternating needs of individuals and enterprises alike. And with its robust and reliable customer support, it is no surprise that the company has become one of the most preferred telecommunication service providers in Pakistan.

However, PTCL has been regularly criticised by its customers for its poor quality of service, leading to slow internet speeds, dropped calls, and frequent outages. Its expensive plans, especially for broadband and data services, have also driven customers away in droves. And even though the company has taken proactive steps to curb such customer dissatisfaction, numerous issues remain unaddressed.

Thus, if you are one of the many disgruntled customers who are looking to move away from PTCL’s lacklustre services, then be sure to go through our in-depth cancellation steps mentioned below.

What is PTCL’s Cancellation Terms?

PTCL allows its customers to cancel their service at any time they want. That means, whether you are using PTCL’s telephone services, smart TV plans, or its superfast broadband network, the same rule applies everywhere. However, it is always recommended that you register your cancellation request close to the end of your current billing period so that you can continue to enjoy the service(s) that you have already paid for.

Keep in mind that when you are registering a cancellation request, you have to provide your CNIC (Computerised National Identity Card) number, which was primarily used to obtain the connection or service. Additionally, if you possess any leased device from the company (modems, routers, or Ethernet cables), then the same must be returned by submitting the same to any nearby official PTCL-branded store.

What are the Steps to Cancel Your PTCL Number?

Since there are multiple ways through which you can cancel your PTCL service, we suggest following the below-mentioned steps for a swift response from the company’s customer care.

Cancelling via Phone

1. Begin the cancellation process by calling PTCL customer care at 0800 80800 or 1218. Both are toll-free numbers.
2. Navigate through the on-call options to speak to a customer care executive.
3. Once a customer care representative connects to your call, provide your service ID, mobile number, registered email address, and the CNIC number on which the account was registered. After that, ask for an immediate cancellation.
4. The customer service representative will then register your cancellation request, and you can expect it to be processed within the next 24-72 hours. A confirmation message will also be sent to your registered email address.

Cancelling via Email

1. Start the cancellation process by first drafting an application via your registered email address, stating that you want to cancel your PTCL service. Ensure that you mention your name, phone number, email address, and CNIC number.
2. Once done, send the email to [email protected].
3. After submitting your application, you can expect an acknowledgement from the company within the next 24-48 hours.
4. In the acknowledgement email, you will also receive your final invoice or bill containing any due amount. Once you clear your due amount (if any), your service will be disconnected before the start of your next billing period.

Cancelling via Offline Stores

1. The primary step involves finding a nearby PTCL store through the official store locator here. Some of the common store locations include Karachi, Islamabad, and Lahore.
2. Once you have selected the store that you prefer to visit, head over to it with a handwritten application (with your signature) stating your name, phone number, email address, account details, CNIC number, and the reason for your deactivation. Additionally, you also have to attach a photocopy of your CNIC ID with your application. Also, do not forget to carry any leased equipment that you may have in your possession.
3. Hand over the application, ID copy, and equipment to the store representative and ask for cancellation. You will then be asked to fill out a feedback form.
4. Once done, the store representative will then let you know of any pending charges on your account, which you can choose to clear on the spot. After that, you will be provided with a receipt as proof, and your cancellation request will be processed within the next 24-72 hours.

For any further queries regarding your billing information, you can get in touch with PTCL’s customer support at 1200 (toll-free).