MGTS hotline, how to write to support

A complaint is a type of appeal (written, oral, electronic) sent to a government agency or official in order to restore violated rights and legitimate interests of citizens. Therefore, in the absence of the listed violations, there are therefore no reasons to file a complaint.

So, for example, the most frequent complaints about the work of MGTS are:

• poor quality service (ignoring, failure to comply with requests, demands, or refusal, etc.);
• connection of advertising, expensive services without the subscriber’s consent;
• disclosure of personal correspondence, telephone conversations, etc. (i.e. violation of the principle of confidentiality);
• unauthorized disconnection of the phone.

The above situations, undoubtedly, can be grounds for filing a complaint, both to MGTS and to other authorized services. The procedure for submitting and considering such appeals is generally regulated by the Federal Law of the Russian Federation No. 59 of 05/02/2006. Federal law provides for the filing of both individual and collective complaints.

But if the user is simply dissatisfied with, say, the low speed of traffic transmission, which corresponds to the service package used, then there are no reasons for a complaint as such. It should be borne in mind that some controversial issues and claims can be resolved within MGTS. For example, through the quality line, feedback form on the MGTS website.

MGTS quality line: what is it and how can you use it

This service was introduced specifically to assess the quality of customer service. This is an entire automated system that is designed to solve not only problems and subscriber questions, but also improve the quality of customer service. You should pay attention to the following features of the “quality line”:

• calls are accepted by phone;
• by calling, you can evaluate the quality of service and the competence of the staff on a five-point scale;
• Calls from the public are received 24/7.

Important! If the assessment turns out to be negative, which essentially means that the subscriber’s issue has not been resolved, MGTS representatives will contact him separately. Next, the subscriber’s information will be clarified and, based on this, a decision will be made to resolve his issue.

Mgts and mts are the same thing or not, what is the difference?

Even though the companies have similar names and logos, they cannot be called the same organization. MTS provides mobile communications and the Internet, and MGTS provides television and landline telephony. What connects these organizations? Are MGTS and MTS the same thing or not?

What is MGTS and what services does it provide?

MGTS is the Moscow city telephone network, which offers mobile radiotelephone communications and has the largest backbone network in the capital, the length of which is almost 45 thousand km. The organization provides access to digital TV, home Internet, mobile communications and landline telephony.

MGTS was founded in 1882 and the first payphones were installed 27 years later. In 1986, the first fiber optic line was laid (about 8.7 km). Only 16 years after this event, the developer introduced broadband access to the global network. In 2004, analogue numbers were replaced by digital ones. Development happened slowly but surely.

Features and Benefits:

1. Using ADSL, a technology that replaced dial-up access and provided high connection speeds.
2. GPON is a technology for building a fiber optic network to transform an organization into a multi-service provider.
3. Introducing tariff plans for Internet connections with speeds of up to 500 Mbit/sec to the market.

Based on Internet access, high-quality video surveillance and security alarm services are provided. The operator offers a unique opportunity to connect automated access to the “Smart Home” option. Additional services include computer assistance and white internet (blocking potentially unwanted content).

About mts company

MTS is a telecommunications company in the CIS and Russia, providing uninterrupted, high-quality service. The operator provides uninterrupted mobile communications (LTE, UTMS, GSM), wired telephony, mobile, satellite and cable TV, and access to the global network. There are also related services, such as the sale of content.

MTS was created in 1993, one of the founders was MGTS. Active growth occurred in 1997.

Main advantages:

• broadband access to the global network;
• money transfers to bank cards;
• use of a billing system for internal reporting;
• consolidation of several segments of the telecommunications market;
• After rebranding, the possibility of a credit form of payment became available.

Are MTS and MGTS the same thing?

MTS PJSC has the lion's share of MGTS assets - about 95%. Companies do not compete with each other, but strive to create a monopoly. MTS is the leader in the mobile Internet, and MGTS provides inexpensive call rates, but is inferior in quality to the connection to the World Wide Web.

Mgts and mts what is the difference?

So what is the difference between MTS and MGTS? Organizations provide digital television services together, and when ordering services from one company, you can receive equipment with the logo of another.

It becomes clear that they cooperate with each other. The organization's business is united via digital TV. MGTS will lay the fiber optic cable and MTS will provide equipment rental.

In fact, we are talking about the same organization, one of which is a subsidiary.

Comparison of mobile tariffs

To choose which company to give preference to MGTS or MTS, you should compare the current tariff plans:

Cost of calls from MTS to MGTS

Price difference for outgoing calls:

Comparison of packages for home Internet and TV

The differences are not only in speed, but also in price:

What to choose MGTS or MTS?

Most subscribers believe that it is better to cooperate with MTS, despite the fact that MGTS provides tariff plans on more favorable terms. The quality of the Internet connection is much more important.

How to complain about poor quality service directly to MGTS

An MGTS subscriber has the right to report discovered facts of violation to the management (authorized employees) of the company. There are many ways to complain about poor service.

All types of complaints (written, electronic) are compiled in any form. As a rule, it is addressed to a specific company official. When writing it, the subscriber must indicate his initials, contacts (tel., postal address), the essence of the complaint and the actual request or demand.

As for the feedback form, it is located in the appropriate section. You just need to fill it out and send it. The following data is required to be entered:

1. Full name, tel. number, email subscriber's mail.
2. Subject of the appeal (you should choose the appropriate one from the suggested topics). Essence of the question.

If necessary, you can attach files of permitted types up to 10MB to this form. Acceptable file types: doc, docx, pdf, png, jpg, xls, xlsx, txt.

MGTS website.

1. Consent to the processing of personal data. Enter characters, after which the completed form is sent for review.

In general, any type of appeal, regardless of the method of submission, is considered within a month. Accordingly, if there is no response after a month, the subscriber can appeal the company’s actions or poor quality service to other authorized authorities.

Some questions, for example, related to the problematic operation of the Internet or home. tel., can be resolved by contacting verbally at tel. 636-0-636 at the repair office. In this way, an application for repairs is submitted and the time of arrival of the specialist is determined.

MGTS personal account - login by phone number and registration

MGTS is a Moscow company providing services in the field of telecommunications. The list of services includes: mobile and landline telephone communications, Internet, video surveillance and alarm systems, intercom service. Clients can entrust all important areas of their lives to one company, rather than selecting a new organization for each purpose.

PJSC MGTS was founded in 1882, so the company managed to win the trust of millions of people. To simplify cooperation with the organization as much as possible, a service was created for clients - a personal account. You can resolve any issues regarding connection, tariff changes and payment through your account without leaving your home.

MGTS personal account – registration and functionality

A personal account is each client’s own interactive office. It contains information about all connected services, personal account balance, tariffs and promotional offers.

Through such an account the user can:

• view all connected services;
• disable one or all services;
• check account balance;
• pay the bills;
• additional suggestions and assistance;
• connect TV packages and individual channels;
• change the tariff on mobile communications, home Internet or television;
• view records of conversations on MGTS landline and mobile phones;
• Receive bill notifications by email.

Previously, to resolve these issues, subscribers had to visit a branch of the organization, today there is no need to go anywhere for this. MGTS’s personal account is very easy to manage; you can log into it from a computer, tablet or phone.

This is very convenient, since the account is always at hand. MTS and MGTS subscribers can create a personal account. The company offers service packages for corporate and private clients.

Registration for legal entities and individuals is the same, only the tariffs and package of functions differ.

Registration of your MGTS personal account occurs in two ways:

1. You can contact the support service by calling 8 495 636-0-636; the current phone number can always be found on the official website mgts.ru. Before calling, you need to have your passport ready, as the operator will need identification data. After clarifying the information, an access code will be sent to your mobile number - it will be the password to enter the MGTS account.
2. You can also obtain a password and login at one of the customer service centers. You can find the nearest branch using the map on the company’s website. You must have your passport with you. A center employee will issue a password.

After this, all that remains is to register in the system and log into your account.

Login to your MGTS personal account by phone number

Login to your personal account

To log in, you need to go to the authorization page; to do this, follow the link login.mgts.ru. Here we immediately see a data entry form.

In the first field you need to enter your phone number, contract number or user name. The second line should contain the code that was sent to your phone during registration. You can also contact support through this form to receive your password.

You can call the indicated numbers if your password or login is inactive or other problems arise. In general, after this, logging into your MGTS personal account using your phone number is completed. Immediately after entering the data, an account will open, where all the user information is already displayed.

To be safe, you will need to change the given password to your unique one.

You can also log into your account from the main page of the site. Here in the upper corner we see the “Personal Account” section, you need to click on it.

A small block will open where the same data is entered. The login is the contract or telephone number.

Payment for MGTS

Top up your MGTS account

You can pay for the company's services in many ways, among which each subscriber can choose the most suitable one for himself. Payment options have been created to simplify the tasks of MGTS clients as much as possible. You can find out your MGTS balance in your account or by calling 707-44-55 from your home phone.

You can pay off your debt or deposit money into your account:

• via the Internet: payment is made in your MGTS account, also through Sberbank Online;

The most popular method is through Easy payment via personal account or phone number. Here you can pay for services with a bank card online without commission, the funds are credited to your balance instantly.

• at ATMs with a bank card and terminals. To do this, you will need to select “Utility Payments” in the menu, then enter your phone number and deposit money. You can pay by mobile and landline number;
• via an electronic wallet. The list of available payment systems is on the website;
• in banks and customer service centers;
• in MTS stores.

If you pay through a bank branch, the funds will arrive within 2-3 business days. In other cases, the money comes immediately. You can check your balance in your MGTS account after registering and logging in. If you have questions about working with the service, you can contact support or the hotline.

MGTS company offers a lot of services for home, office, communications and protection. Recently, it has been gaining even more customers thanks to GPON - high-speed data transfer. Personal accounts greatly simplify tasks for ordinary users and save time. You can also install a mobile application so that your account is at hand at any time.

Complaint to Roskomnadzor

The Federal Service of the Ministry of Telecom and Mass Communications of the Russian Federation (Roskomnadzor) accepts and considers (electronic, written) complaints from citizens against telecom operators, including regarding the work of MGTS.

Such complaints are usually considered by the central office of Roskomnadzor. If the topic and issues raised in the complaint do not fall within the competence of the service, the appeal is usually redirected to the authorized government agency (or a competent official). The originator of the complaint must be informed about this.

When does it make sense to complain?

Before leaving a complaint against MGTS, you need to once again study the agreement between the subscriber and the company, and then check the rules for connecting tariffs and the payment procedure. It is also necessary to familiarize yourself with the scope of services provided by MGTS. And if the services received by the client do not correspond to those stated in the contract, the appeal will be justified and considered.

But some of the non-conforming indicators can only be presented after an official examination. Since checks by online services will not constitute reliable evidence.

Most often, applicants complain about MGTS because of:

1. Level of service (refusal of requests, ignoring requests, etc.);
2. Copious amounts of advertising;
3. Services that were connected without the customer’s consent;
4. Disclosure of client information and violation of the policy for maintaining confidential information;
5. Disabling services for no reason;
6. Network failures;
7. Low Internet and data transfer speeds;
8. Write-off of excess funds.

General procedure for drawing up and submitting an electronic complaint to Roskomnadzor

The most common way for citizens to file a complaint is to submit an electronic complaint on the service’s website. This option does not require special preparation or any significant time investment.

All that is required from the subscriber is to go to the website (without registration), find the section “Appeals from citizens and legal entities” and fill out the electronic appeal form. Please note, this form is intended for submitting applications, complaints, and suggestions. There are no significant technical restrictions when filling out the form.

Important! The standard period for consideration of a complaint (as well as any other appeal) is 30 days. In some cases, the period is extended for another 30 days, of which the service notifies the subscriber in accordance with the established procedure.

The subscriber-complainant decides which form to choose for filing a complaint (electronic or written). When choosing, experts recommend that you take into account that it is preferable to send voluminous applications with various attached materials by mail to the address of the territorial body of Roskomnadzor.

Rospotrebnadzor

The Federal Service for Supervision of Consumer Rights Protection and Human Welfare considers complaints about unfair actions of sellers and service providers (in this case, communications). At the request of citizens, it can conduct an extraordinary inspection in order to identify and suppress violations, as well as assist the consumer in protecting his rights in court.

Rospotrebnadzor has separate branches (administrations) in Moscow and the region.

Contact information for the Moscow office:

1. The address for mail and personal* visits to the reception service is 129626, Moscow, Grafsky Lane, 4, building 2.
2. Telephone (for information about the status of the request).
3. Fax .

* - written requests are accepted on weekdays from 9:00 to 17:30 (on Friday - until 16:30), lunch break - from 13:00 to 13:45.

Options for contacting the Rospotrebnadzor Office for the Moscow Region:

1. Hotline telephone number.
2. Address - 141014, Moscow region, Mytishchi, st. Semashko, house 2.
3. Fax .

If the application at the local branch of Rospotrebnadzor has not been properly considered, information about the problem can be forwarded to the central office of the service:

1. By mail - 127994, Moscow, Vadkovsky lane, building 18, buildings 5 ​​and 7.
2. In person through the public reception - on Wednesdays, from 13:00 to 16:00 (bring an identification document with you).

Submitting an electronic appeal

An application to the Office or the central office of Rospotrebnadzor can be sent electronically through a special form on the official portal of the service.

Receiving a response to an appeal from Roskomnadzor: some nuances

The main legal document that defines the entire procedure for working with requests received from the public is the relevant Instruction approved by Roskomnadzor. It states that any received appeal (complaint, application, proposal) must be considered. But sending a response depends largely on the results of the review.

A typical response from a government agency should be short and complete. It may include: explanations on the substance of the issue, references to legal norms, argumentation, recommendations, information about measures taken. Any response is signed by an authorized official. Sample responses that are sent to citizens are presented in the appendices to the Instructions.

The answer may also be intermediate. It usually contains a time frame according to which a final response will be submitted. If, based on the results of consideration of the submitted appeal, a legal act is adopted, then the response is not sent to the subscriber. Instead, he is sent a copy of the adopted act.

The subscriber can track the status of the complaint submitted by him on the Roskomnadzor website. This is done by sending a special form in which you must first indicate the number and date of registration of the complaint.

The legislative framework

Regulatory legal acts regulating current issues and the appeal process itself:

1. Federal Law “On Communications” dated July 7, 2003 No. 126-FZ.
2. RF PP “On the procedure for the provision of telephone services” (together with the “Rules for the provision of telephone services”) dated 12/09/2014 No. 1342.
3. RF PP “On approval of the Rules for the provision of telematic communication services” dated September 10, 2007 No. 575.
4. Law of the Russian Federation “On the Protection of Consumer Rights” dated 02/07/1992 No. 2300-1.
5. Federal Law “On the procedure for considering appeals from citizens of the Russian Federation” dated 05/02/20

Example 1. Sample response from the territorial bodies of Roskomnadzor and the central office

This sample is presented in Appendix No. 6 of the Instructions. The document has a standard structure, including a header with service details, a main text part with the answer and a conclusion with the date and signature of the manager.

As usual, the answer begins with an appeal to the citizen. This is followed by confirmation that his complaint was considered by a specific Roskomnadzor Department. In this case, the topic of the appeal is indicated and a reference is made to the Regulations on the Federal Service. After this, a complete answer is given on the merits.

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A complaint is a type of appeal (written, oral, electronic) sent to a government agency or official in order to restore violated rights and legitimate interests of citizens. Therefore, in the absence of the listed violations, there are therefore no reasons to file a complaint.

So, for example, the most frequent complaints about the work of MGTS are:

• poor quality service (ignoring, failure to comply with requests, demands, or refusal, etc.);
• connection of advertising, expensive services without the subscriber’s consent;
• disclosure of personal correspondence, telephone conversations, etc. (i.e. violation of the principle of confidentiality);
• unauthorized disconnection of the phone.

The above situations, undoubtedly, can be grounds for filing a complaint, both to MGTS and to other authorized services. The procedure for submitting and considering such appeals is generally regulated by the Federal Law of the Russian Federation No. 59 of 05/02/2006. Federal law provides for the filing of both individual and collective complaints.

But if the user is simply dissatisfied with, say, the low speed of traffic transmission, which corresponds to the service package used, then there are no reasons for a complaint as such. It should be borne in mind that some controversial issues and claims can be resolved within MGTS. For example, through the quality line, feedback form on the MGTS website.

How “financial” complaints are handled

Issues of a material nature can be resolved both pre-trial and through the court. As usual, it all starts with filing a regular complaint within the company itself. Then, if there is no decision, it is submitted to the authorized government agencies. The court in this chain is the final authority.

A negative response to a complaint or complete inaction (no response) does not deprive the applicant of the right to go to court. It is this authority that is called upon to ensure the protection of citizens in particularly difficult situations. As a result of the trial, the defendant is forced to fulfill his obligations, and the plaintiff is compensated for damages and moral damages.

As for telecom operators, disputes with them are mostly related to “unforeseen” expenses and charges. For example, the following situation is typical. The subscriber did not subscribe to additional paid services, and in fact, without his consent, they charged for them. He has the right to refuse payment or demand a refund of the amount paid. To do this, he can first file a claim with the telecom operator. If the issue is not resolved, the subscriber can file a lawsuit.

Case studies and company response to complaints

Most often, applicants complain that after they contact the company, practically nothing happens. Among these are a man and a woman who can serve as a shining example.

In the first case, the man sent an application to MGTS to port the number, but then there was no response to the application, and when calling the company, it turned out that it was not registered and did not exist. And then it turned out that MGTS also entered the client’s passport information incorrectly and they needed his personal appearance to correct it. But in self-isolation mode, this is too dangerous and at the same time you cannot refuse the company’s services, since the data does not match. A hopeless situation has arisen where MGTS is still inactive.

In the second case, the woman pays the full price for the Internet every month, but her connection consistently disappears for a week or more, and MGTS specialists only say that everything will be fixed soon. But it takes too long.

And there are a lot of requests similar to these two. The company tries to respond to them, but in most cases chooses a passive solution to emerging conflicts.

Common mistakes when registering and filing complaints

Error 1. If the required data is missing in a written or electronic message, the subscriber is not provided with a response.

According to Federal Law of the Russian Federation No. 59, the application must indicate: the name of Roskomnadzor, the applicant’s full name, email. (mailing) address to which the response will be sent. If the appeal is sent to an official, then indicate his full name. If any of the listed data is missing, the service will not respond to such a request.

Error 2. When drawing up a collective appeal, all authors sign it. This is the norm. But when registering it with Roskomnadzor, the applicant will only be recorded as the first author or the one whose address is indicated in the appeal for sending a response.

Error 3. The period for consideration of a complaint (other type of appeal) is reduced only in one case. If the submitted appeal contains information about possible violations related to migration. In all other situations, the standard review period of up to 30 days applies.

Prosecutor's office

It is advisable to complain to the prosecutor's office about the decisions of the management apparatus of MGTS. Prosecutors of Moscow and the region, in response to a statement, can organize an inspection and apply appropriate preventive measures in the event of a violation.

You can file a complaint at the place where the law was violated or where the violator is located. Based on this, the contact details of all prosecutors in Moscow and the Moscow region will be relevant:

1. Zakharov Alexey Yurievich (MO) - 107996, Moscow, Maly Kiselny per., 5, GSP-6,. Addresses and telephone numbers of city prosecutors' offices are here: https://mosoblproc.ru/struktura/organyi-prokuraturyi-oblasti/.
2. Churikov Vladimir Viktorovich (Moscow) - 109992, Moscow, pl. Krestyanskaya Zastava, 1,.

But, if, when considering the appeal, the prosecutor of the subject made a mistake and, in the opinion of the applicant, his own actions need to be verified, the complaint should be filed higher - to the Prosecutor General's Office of the Russian Federation. You can do this online using the link above, or:

• by mail to the address - 125993, Moscow, Bolshaya Dmitrovka St., 15a, GSP-3;
• in person to the department for reception of citizens - Moscow, Blagoveshchensky lane, 10, from 9:00 to 18:00 (Monday-Thursday) from 9:00 to 16:45 (Friday), except for a break - from 13: 00 to 13:45.

A complaint against MGTS can be filed with a justice authority immediately after an unsuccessful resolution of the problem with company representatives. You can contact the other authorities listed above in parallel (the information obtained as a result can then be added to the case).

But, if the potential plaintiff has nowhere to rush, then he can postpone filing an application to the court in case an out-of-court appeal does not help solve the problem. The main thing is to have time to do this within the statute of limitations. It is 3 years from the moment the offense was committed or from the day the plaintiff learned about it.

The application and application package should be submitted to the Zamoskvoretsky District Court (at the location of the defendant). It is located at 115184, Moscow, st. Tatarskaya, 1. Inquiries by phone:

Sample statement of claim to court:

Answers to frequently asked questions

Question No. 1: Is it possible to complain about service to MGTS through technical support?

For almost any problematic situation, you can simply contact a contact center specialist and get a general consultation.

As a rule, technical support is asked directly about the operation of the telephone, the Internet, watching TV shows, connecting, setting up a modem, etc. For this purpose, a special feedback form is filled out and sent.

If there is no reaction, response or other controversial situations or serious problems, you can write and submit a written appeal to the postal address of MGTS.

General questions, for example:

• find out account balance, debt
• find out about account debits
• find out the list of connected services
• change tariff
• block/unblock your contract
• find out the addresses of service offices
• find out where to replace faulty equipment
• disable services or close the contract altogether
• call a specialist to repair the line
• configure a broken connection
• Find out the reasons for the non-working Internet, television, telephony, mobile communications, security, video surveillance, Personal account by calling:

the call is free when calling from a landline or MGTS mobile number,
short number when calling only from an MTS mobile phone or from an MGTS mobile number

The call is free for subscribers in the Moscow region

Connection questions for new MGTS subscribers, transfer the contract to a new address:

Click to open number

OJSC MGTS provides residents of Moscow and the region with a whole range of telecommunications services: mobile and local telephone communications, broadband Internet access, digital television and additional options based on Internet access (burglar alarm, video surveillance, etc.). But, unfortunately, company employees are not always able to achieve absolute quality in their implementation. Some subscribers complain about the insufficient speed of the Internet connection, the connection of unnecessary and expensive services, and the reluctance of specialists to do their work.

Users who are tired of being patient and waiting for the problem to resolve itself need to fight for the observance of their rights. But this should be done competently and within the law.