Where to complain about Rostelecom? How to file a claim?

One of the leading telecommunications companies in our country is Rostelecom.
This company provides communication services to the population: Internet, television, landline and mobile communications. It is also possible to connect the Smart Home system. The company's services meet all security requirements.

The company's services are used by about ten million subscribers. To ensure high-quality user service, a special service is required - Rostelecom support. In this article we will tell you how you can contact the company’s technical support.

for Rostelecom clients

First of all, the company cares about the security of the electronic correspondence of its users. Unlike free services, Rostelecom provides mail in which each letter is checked for viruses and does not allow spam. Also, paid mailboxes are less susceptible to hacking by intruders, since their level of protection is an order of magnitude higher compared to simple ones.

Let's look at the features of a mailbox from Rostelecom:

• Each mail address is assigned a telephone number.
• In your mailbox you can set up an autoresponder.
• All incoming correspondence is scanned by an antivirus to ensure that no malicious files get onto your device.
• Protection against unwanted emails. If a letter is accidentally identified as spam, you can make changes in the settings yourself and exclude the address from the scanning list.
• The maximum size of a sent message is 25 MB, the maximum size of an attachment is 17 MB.
• The user independently selects the volume of the mailbox.

Grounds for complaints

Now you need to decide whether you really need to send a complaint to Rostelecom. Perhaps the subscriber himself is to blame for the problem. Therefore, you should always send a complaint first to the company itself, and only then to the control authorities.

The main reasons for filing a complaint may be:

• Deterioration in connection quality due to reasons beyond the subscriber's control.
• Suspicion of data theft.
• Wrongful debits of funds or incorrect credits to the account.
• Increase in subscription fee without warning.
• Advertising of illegal resources.
• Disrespectful tone of an RTK employee when communicating with a client.

If at least one of the reasons concerns a specific person, he can send a complaint to Rostelecom or another body that is responsible for control in the field of communication services.

Terms of provision and cost

paid. The cost depends on what box capacity you choose:

• 10 MB – 26 rubles;
• 30 MB – 44 rubles;
• 50 MB – 74 rub.;
• 100 MB – 146 rub.

The price is indicated per month of use.

Registering a mailbox will cost very little - 53 rubles.

The client has the opportunity to independently choose a domain:

• .rf;
• .ru;
• .com;
• .org;
• .biz;
• .net;
• .info.

Rospotrebnadzor

A complaint about a violation of the terms of the provision agreement can be sent to Rospotrebnadzor. When submitting an application in writing or electronically, you should provide contact information for feedback. Anonymous letters according to the regulations are not considered.

You can contact Rospotrebnadzor in one of the following ways:

1. Deliver in person or send by letter with acknowledgment of delivery to the address: Vadkovsky lane, building 18, buildings 5 ​​and 7, Moscow, 127994.
2. Fill out the online application form by going to https://petition.rospotrebnadzor.ru/petition/. There are 2 options for submitting an application – with and without registration in the Unified Identification and Authentication Agency.

Applications from citizens are considered in accordance with Federal Law No. 59-FZ of May 2, 2006 “On the procedure for considering applications from citizens of the Russian Federation.”

Connecting the service

It will not be possible to register a postal address online, as we are used to doing on other sites. To do this, you will need to visit the Rostelecom office. There the manager will help you draw up a contract for the provision of services. For persons who already use any of Rostelecom's services (Internet/TV), the registration procedure is simpler. An additional agreement will be added to your existing contract.

Social media

Complaints about Rostelecom’s work can be left on the pages of the company’s official communities on social networks:

• VKontakte - https://vk.com/rostelecom.
• Odnoklassniki - https://www.odnoklassniki.ru/rostelecom.official.
• Facebook – https://www.facebook.com/Rostelecom.Official.
• Twitter - https://twitter.com/#!/Rostelecom_News.

As evidenced by reviews, the time frame for considering citizens' appeals is not regulated and the wait for a response can take a long time. Subscribers of the company can submit such complaints only for the purpose of creating a public outcry, while in order to receive an official response, they must submit a complaint to the legal or email address of the company.

Registration and login

Drawing up an agreement can be called a kind of registration of your mailbox. The manager will independently enter your data into the system. After you conclude an agreement, you will be given a document containing information for logging into your mailbox.

The user can log into their mail through any browser. If necessary, the subscriber can use additional applications or email programs. You can access the mailbox through the provider’s official website.

When you sign in to your account, you can make changes to your mail settings, for example, sorting correspondence into folders or setting up filters that control spam.

Federal Antimonopoly Service

The FAS is considering issues of unauthorized tariff increases and financial manipulation.

In a letter sent by mail or fax, you should indicate:

• the name of the government agency to which the letter is submitted;
• Full name, address, contact telephone number of the applicant;
• the essence of the appeal;
• date and signature.

The application may contain supporting documents or materials on the case.

Letters should be sent to the Central Office of the FAS Russia at the address: 125993, Moscow, st. Sadovaya-Kudrinskaya, 11, D-242, GSP-3.

You can also contact the FAS with a complaint about the work of Rostelecom in electronic form:

• through the official website of the FAS Russia - https://fas.gov.ru;
• through the public services portal - https://www.gosuslugi.ru/;
• by sending an email to [email protected]

Consideration of citizens' appeals is carried out within a period of up to 30 days (with the possibility of extension in exceptional cases up to 60 days).

Rostelecom email address for legal entities

Legal entities can also register a mailbox with Rostelecom. There is no fundamental difference in this process. Registration takes place at the nearest company office.

You can obtain more detailed information about Rostelecom email registration for legal entities from the operator or use the feedback form. The manager will tell you what package of documents you need for registration.

Email for legal entities may have additional functions, for example, the presence of a service for sending letters to clients. This service has a separate cost and is calculated individually.

Roskomnadzor

According to Articles 4, 6, 18 of the Federal Law “On the Protection of Consumer Rights”, the telecom operator is obliged to provide high-quality services and carry out repair work if problems arise. If the provider does not fulfill its obligations, the subscriber has the right to complain about his actions to Roskomnadzor.

There are several ways to file a complaint against an Internet provider with the Federal Service for Supervision of Communications, Information Technologies and Mass Communications:

1. Fill out the application in writing and submit it in person or send it by letter with an inventory and notification of delivery to the address: 109074, Moscow, Kitaigorodsky Ave., 7, building 2 or to the nearest regional office.
2. Submit a claim electronically to the address - [email protected]

The response period is 30 days.

Rostelecom contacts for inquiries

The company cares about its customers. Therefore, if questions or problems arise, subscribers can easily contact company representatives.

Rostelecom has developed many ways to communicate:

• By hotline number.
• Via email.
• Official page of Rostelecom on social networks.
• Messenger (Viber).
• Online chat.
• Company office.

Basic contact information and methods of communication with operators and managers are presented below.

Feedback form and email for requests

Not the most popular way is to send a letter to the company at If you need an urgent response from a specialist, then you should choose another, more immediate method of communication. Mail is more suitable for cases when you want to draw up a contract or application via the Internet, but this requires scans of documents.

Keep in mind that the flow of correspondence is very large, and in order to wait for a response to your letter, you will have to wait some time, since letters are processed by real people, and not by a program.

Users can also use the feedback form on the company’s official website.

To do this, go to the official website of Rostelecom: https://rt.ru. Next, go down to the very bottom of the main page. Look for the “Feedback” button in the “Contacts” section.

Next, a feedback form will appear on the screen. In it you indicate your contact information (full name, phone number, e-mail) so that employees can contact you to resolve your issue. And, accordingly, choose the topic of your letter and describe the situation in which you need help. The allowed message length is 2000 characters. Be brief and to the point. If necessary, you can attach a file (screenshot, document, etc.).

Online customer support via chat

Online user support is available in your personal account on the official Rostelecom website or in the mobile device application, which can be downloaded for smartphones on the Android or IOS platform.

This service allows you to contact an operator online and get advice on all issues.

Hotline numbers

The company has provided several hotline numbers for customers to contact with any questions.

For private individuals:

• 8 – hotline number. Call the number to connect with an account manager who can help resolve technical issues.
• 8 – the company’s help desk, where subscribers can obtain detailed information about the tariffs and services offered.
• 8 – you can contact this number if you have not been helped to solve technical problems or if you are not satisfied with the quality of service.

For legal entities:

• 8 – for reference to legal entities.
• 8 800 200 3000 is a number that corporate clients who have technical problems can contact.

In what cases does Feedback work?

Why does the client need feedback, what can he use it for? In fact, there are many scenarios for using this option; we note the most common:

1. The subscriber wants to change his tariff plan.
2. There is a need to connect additional options and services.
3. Request a call back to resolve the issue with an operator employee.
4. Get detailed information or to clarify the company's services.
5. Make a complaint about the unacceptable quality of TV broadcast or Internet speed.
6. Leave a request to connect new services.
7. Ask questions about services that are not covered in the “Q&A” section.
8. The issue needs to be resolved, but there is no desire to talk on the phone with employees.

It is worth considering one nuance of how feedback works: processing each incoming request takes some time. The client can receive a response within ten minutes, and if there are a lot of requests, then within an hour, it all depends on the workload of this feedback channel. If a question requires an immediate answer and solution, then it is better to call the customer service hotline.

Subscriber's personal account

All Rostelecom subscribers have access to their personal account, regardless of what services they use. If you have a contract for the provision of services, then you can log into your account through the official website or through a smartphone application. Using the contract data (personal account number, etc.), you can register on the site if you have not done so previously.

In your personal account, you can perform various operations to change the tariff, disconnect/connect services, contact the operator, make payments, view a map of the nearest offices, check your balance and transaction history, and much more.

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Mobile app

For greater convenience of its customers, Rostelecom has developed a mobile application, which, among other things, is an additional method (channel) of feedback. In fact, the application is analogous to the web version of your personal account.

To start using the application and new feedback features, the subscriber must perform certain actions:

1. Download the application from the official store in accordance with your mobile platform.
2. Install and run.
3. Log in with your data (the same as on the site’s personal account).
4. Activate the application menu, select the chat option.
5. We state your problem or ask a question in the field and send it.
6. We are waiting for the request to be processed, and after receiving a response we communicate in real time.

Prosecutor's office

In accordance with the Federal Law “On the Prosecutor’s Office of the Russian Federation” dated January 17, 1992 No. 2202-1, every citizen has the right to contact the prosecutor’s office to stop the illegal actions of other persons and exercise their violated rights.

The application must contain the full name, passport details, place of residence and contact telephone number of the injured person, an indication of the person who committed the fraudulent actions, a detailed statement of the circumstances of the incident, a requirement to conduct checks and consider the issue of initiating a criminal case under Article 159 of the Criminal Code of the Russian Federation - “fraud”.

The application must be supported by evidence, which can be photos and documents. You will also need to indicate the amount of harm caused.

A complaint can be submitted in one of the following ways:

• send to the local supervisory authority by letter with an inventory of the contents or provide it in person;
• using the official website of the prosecutor's office through the feedback form - https://genproc.gov.ru/contacts/ipriem/.

The period for consideration of a complaint by the prosecutor's office is 30 days.

More information about review deadlines

Rostelecom has set a deadline for consideration of complaints of 60 days, while Federal Law N 59-FZ sets a maximum period of 30 days for providing a response to citizens' appeals. This causes misunderstanding among consumers. In reality the situation looks like this:

• The contract stipulates a period for consideration of claims of up to 60 days. If the subscriber has signed this document, you will have to wait 2 months for an official response.
• However, the Federal Law “On the Protection of Consumer Rights” sets a period of 10 days during which the subscriber’s requirements must be satisfied. Therefore, if after 60 days the company’s response is unsatisfactory or not received at all, the penalty will be calculated from the 11th day after filing the appeal.