The provider imposes services. Can it be held accountable?

Question

Law in IT

I know not 100% applies to IT, but still. There is nowhere else to ask.
The description is long, but the case is interesting, since there are many violations on the face. I just don't know where to turn.
It began with the fact that when connecting the Internet, they offered to connect TV. To which the answer was given: "Let's try." The prefix was redeemed immediately. After a couple of days it turned out that it works terribly. The provider refuses to return the money for the equipment, although I can return the money in any store in principle. They say, they say, you bought from us, but we are not a store. They say that they did not warn the installer when connecting that a TRIAL period was needed.
Shouldn't he inform himself? After all, this affects the choice of service. (Article 10 OPRP)
You can’t refuse the service either, they say that you need to change the tariff in the personal account. On the tariffs page, the prices are declared 3 times less than those available in the personal account. Many support tickets were simply ignored. After that, they answered at all that, I quote verbatim: "We have special tariff offers for your address. ... You offended the installer, you say that he is lying."
That is, to remove TV from the tariff, you need to switch to a tariff 3 times more expensive, where this service is not available.
Well, in the end the conversation with the director ended verbatim with the following phrases:
- ..The words of your editor have no legal force, they are not fixed.
- And what I put on you x * d, has legal force?
There is nowhere regulated information about "special tariffs" from technical information. And they refuse to provide.

Answer 1

Write a claim to the provider in 2 copies, yours is signed by his representative, puts the number, position, signature, and if they do, then the seal. Take your copy. Further, without waiting for an answer (its essence is already clear), you can write a complaint to Rospotrebnadzor on the page "Form of Citizens' Appeals". I don't provide a link because each region has its own. In the appeal, clearly and briefly describe your situation, you can attach a scan of the claim and wait for the result. This is the shortest and often most effective way, if a violation of consumer rights has actually been committed.

Answer 2

Society for the Protection of Consumer Rights.
Rospotrebnadzor.
Prosecutor's office.
Federal Antimonopoly Service.
Court.

Answer 3

Well, firstly, not a word was predicted by the contract, which was originally supposed to be concluded between you and the organization.
Secondly, on its basis, it clearly states who has what rights and obligations. If it does not say about the return and other equipment, then you have the right to return it within 14 days, although I think this is provided for in the contract.
Now directly about the services ...
If you all do not return this set-top box for TV, then at least you can simply disconnect from this provider. I do not think that you do not have someone else there who could provide you with the Internet.
Well, in the end, it’s very interesting who doesn’t value their reputation there, that they communicate with the client like that. I doubt that this is some well-known company.
And you need to contact a lawyer who, with a good contract with the company, will help write a lawsuit in court))

Answer 4

Terminate the contract unilaterally. And looking for another provider. This is if you want to take the path of least hassle.
Just do not forget to notify the provider that you are terminating the contract - let them come and pick up their equipment. And they will sign a piece of paper that you have no mutual claims. Otherwise, they may start pestering you with calls like "we provided you with services on credit, pay for them." I was so pestered by a provider with a name with 3 letters.
And if you want to get on your nerves - you were answered above ;-)
PS I hope you recorded ALL sessions of communication with representatives of this, so to speak, service provider? Not? Get started.