Rostelecom is the largest provider of communication services in Russia. The company also acts as an Internet provider, connecting analogue and interactive TV services, and landline phones. To solve customer problems in all these areas, a technical support service was created.
To get to the customer service line, you need to dial the Rostelecom phone number, and then wait for a connection with one of the operators.
If the operator cannot help, he will redirect you to another operator or connect you to the department that is more competent in solving the subscriber’s problem. In other words, this is the starting point in any situation.
Rostelecom hotline.
The Internet is glitchy, the phone is not working, the TV from Rostelecom is not showing - we call here. If they can’t solve it there, they will redirect it to where they can. Most problems - disconnecting, connecting a tariff, checking account status, balance, etc. - can be solved by calling this one number.
What to expect from technical support, its pros and cons
It’s worth starting with the good; you can call support from a mobile or landline phone absolutely free from anywhere in Russia. It also works in roaming. In addition, you can call at any time of the day - tech. support is available 24 hours a day.
It is worth mentioning separately the shortcomings of the Rostelecom support service.
- Contacting the required department, or more precisely, its operator, can be problematic, which is facilitated by long periods of waiting and connection.
- Rostelecom technical support is least likely to provide you with the necessary technical assistance without calling a technician. In most cases, you will receive template answers like: reboot the router, follow the instructions described in that section, etc. Unless you come across an operator who understands this, and there are very few of them.
- They can often switch from operator to operator if it is impossible to solve the problem, which also takes a lot of time and does not help solve the problem.
Why is the phone not working?
There are several reasons why your phone might suddenly go silent - most of them relate to technical faults, for which you will need to call a technician at the Rostelecom repair bureau.
The main reasons for the absence of beeps, poor sound transmission or other problems:
- You have not paid your debts - Rostelecom charges a subscription fee for using the lines, and if it is not received, it “breaks” the connection.
- The wire is mechanically damaged - frayed, torn, was filled with something or pressed down, or became a victim of our smaller brothers.
- The device itself broke down - the handset, buttons, connectors, etc.
- Mechanical problems on the line itself - from Rostelecom. Typically caused by natural disasters, construction, or deterioration of cable systems.
Before calling Rostelecom, you need to make sure that you have paid for all services, and that everything is in order with the cable inside your apartment or house - this is your area of responsibility. This does not mean that Rostelecom will refuse to repair something for you if the cable is frayed or you hit the tube too hard on the base and now nothing works. You just need to know what happened so that the operator can correctly formulate the request and transfer it to the repairmen.
Information that can be obtained if necessary from the help desk
By contacting the operator's technical support, you have the right to receive information:
- about the performance of a particular service,
- setting up the subscriber's account,
- submit a request for line repair if damage to the network or equipment is detected.
You can also order, cancel services and tariffs for mobile communications, Internet, TV and entire service packages during a conversation with a Rostelecom employee.
The easiest way to resolve issues is to change tariffs, connect and disconnect paid services. If you call about mobile communications, then the main problem is the long wait for a connection with an operator.
After the user has contacted the operator, he can check the status of his account, find out about his tariff, change it if necessary, find out the nuances of promotions and the like. In general, get a little more detailed information about different services and tariffs than on the website or in the brochure. By the way, issues related to restoring the functionality of the Internet or TV are resolved quite quickly, which cannot but be noted.
How quickly does the master arrive?
If problems arise with telephony, Internet connection or television, the subscriber wants to resolve the issue as quickly as possible. In such circumstances, the question arises of how quickly the Rostelecom technician arrives if he is called to your home. In large cities, the specialist’s arrival time (from the moment of submitting the application) is up to 24 hours. In rare cases, the wait may take longer. Judging by the reviews, the waiting time can reach seven days or more.
Useful numbers for individuals
Since Rostelecom provides services throughout the Russian Federation, it has branches in all major cities. The situation with technical support is similar - each region has its own number where you can get information or solve your subscriber problems.
Rostelecom hotline number
At the same time, there are separate numbers for legal entities - offices and individuals - ordinary users.
Don't know the hotline number for your city or region? Then call the all-Russian
8 800 100 08 00
, it works for all cities, if anything happens, they will simply tell you a number to call those. support for your region.
For St. Petersburg there is a separate Rostelecom free helpline number -
8 118 09
for landline phones.
In the Moscow region. From a mobile phone you can dial 150, or get technical support by dialing the short number 118. For CDMA users - 156.
Using these numbers you can get general information, change the tariff, etc.:
- Find out the reason for crediting and debiting funds.
- Get information on errors that occur during connection.
- Find out why the Internet speed has decreased, the television does not show, there is no telephone connection, or this or that site does not load.
- Solve some problems with setting up various equipment.
- Order additional services.
Self-identification of the causes of the malfunction
A telephone connection failure can be caused by various reasons:
Having debt
To check this version, it is recommended to visit your Rostelecom personal account (lk.rt.ru), where personal accounts for each of the connected services will be displayed. After paying the identified debts (to which a fine for late deposit of funds may be added), access to the required type of communication will be restored automatically.
Telephone breakdown
This problem can be identified by connecting another device to the network. If after this the connection is restored, then in order to maintain it, the Rostelecom subscriber will have to have the old home phone repaired (at the service center where it was purchased, since Rostelecom specialists do not deal with such issues) or purchase a new one.
Damage and cable rupture in the apartment
A visual inspection of the cable running between the telephone connector and the entrance to the apartment may reveal the presence of physical damage (kinks, breaks, partial exposure of the copper core). Having certain skills, you can try to carry out repairs on your own. Otherwise, you should seek help from professionals (but even then you need to at least temporarily insulate the damaged areas to avoid a short circuit). However, the technician’s assistance will be paid for, since the subscriber himself is responsible for damages inside the apartment.
Broken line
If the integrity of the cable is damaged outside the apartment, then the network should be repaired by a specialist responsible for maintaining the Rostelecom line.
Even if the gap cannot be seen, the technician, using special equipment, will be able to check how the signal passes. This helps to instantly identify the source of the problem and begin repairing the telephone line.
Numbers for reference to legal entities
For legal entities who are interested in connecting to any Rostelecom service, the hotline is available at
8 800 200 00 33
from any region and city of the country.
Calls can be made free of charge to obtain information about services, connection and to resolve technical issues.
A mobile number of a Russian provider is also available for legal entities -
+7 (499) 999 82 83
For all technical questions, you can contact the technical support center for corporate and business clients -
8 800 200 3000
To connect services you can also call
8 880 200 99 09
Feedback form
For those subscribers who do not like to hang on the phone and write letters to the operator, we recommend using the feedback form. It is available in your personal account, in the mobile application and on the official portal.
- In the “Contacts” section at the very bottom of the page, select “Feedback”.
- Fill out the form and click “Submit”.
An important point is that if the user wants to receive a response by e-mail, then the “e-mail” field must be filled in in the ELC profile.
There is also a feedback form on the official website rt.ru; it already contains fields for an email address and contact phone number, but the technical support service itself will decide which way it would be more convenient for it to resolve the client’s issue - by calling or emailing.
Current numbers and their descriptions
Here is a small set of numbers that will help in most situations:
- 8 customer support, which helps you contact other services of the provider if you don’t know where to call.
- 8 technical support for users of Internet services. Setting up equipment, an account, ordering repairs - everything is here.
- 8 sales service, deals with connecting all types of services.
- 8 Rostelecom help desk, where you can get information about tariffs and various services, temporary promotions and bonuses.
- If you contacted technical support and were unable to solve the problem, you did not like the service, or the operator behaved inappropriately, leave a complaint at 8 800 300 18 03.
- The short number for the help desk from a mobile phone is 111.
- Autoinformer will help you change your tariff yourself and provide information on various services.
Rostelecom technical support online chat
In the Unified Personal Account (UPA) (which replaced the ISPA personal account), as well as in the My Rostelecom mobile application, you can open an online chat and ask a specialist your question. Online technical support consultants can:
- answer the questions;
- accept an application for connecting new services;
- help you understand payment and setup issues;
- accept requests for technical problems and malfunctions.
The chat works 24 hours a day, but requires an Internet connection. So it’s better to do this in a reliable reception area.
Rostelecom technical support service on social networks
The company uses social networks to a greater extent to inform:
- The twitter.com/Rostelecom_News and facebook.com/Rostelecom.Official platforms are used to publish news, promotions and innovations. Cost changes on old tariffs can also be found out by subscribing to these public pages.
- The vk.com/rostelecom group not only publishes news, but also answers questions from participants. To get in touch, just leave a comment under one of the posts (preferably under a pinned post) or use the “Write a message” button.
- The public ok.ru/rostelecom.official shares new products from the world of cinema and sometimes posts entries about promotions. Despite the fact that commenting in the public is open, it is unlikely that you will be able to get full technical support on Odnoklassniki.
- The channel youtube.com/user/rostelec publishes instructions and tips for setting up services, as well as promotional videos and interviews.
The company uses social networks to a greater extent for information, this allows active users to stay informed about the changed cost of services or settings, as well as be the first to learn about new ways to save on Rostelecom services.
