Complaint against Rostelecom: sample, where to complain, procedure

In some cases, Rostelecom subscribers need to disable or temporarily suspend Internet connections and telephony services. For example, a person goes on a business trip, vacation, or changes his place of residence. His desire is understandable, since no one wants to pay for something they don’t use. The rules of the RTK company provide for a procedure for suspending and terminating a contract for servicing individuals. To take advantage of this opportunity, the client must fill out an application to disconnect the phone/Internet by Rostelecom, a sample of which will be provided below.

Grounds for filing a complaint

Rostelecom provides telecommunications services to the population - i.e. television, telephony and Internet. Whatever you have connected to this company, you can complain to them if problems arise:

The connection is lost or the quality of services leaves much to be desired - it is impossible to reach someone by phone, the computer does not connect to the Internet, it is hard to hear, there is no reception in the house, etc.
The money was credited incorrectly or the payment was debited but did not arrive - only if Rostelecom refuses to correct the situation and you have lost your funds completely.
If the prices for your tariff have increased, and the company did not warn about this in advance.
If they refuse to terminate the contract.
When payments are imposed that are not specified in the contract for the provision of services.
In cases where you encountered rudeness from Rostelecom employees, or received false or incomplete information from them.
Long processing of your request by technical support - if the company does not seem to want to solve the problem and is delaying its response to you.

The cases may be different, but they must have one thing in common - your rights as a recipient/buyer of services were violated in one way or another.

Tariff plans from Rostelecom

Using an optical line, the company offers its users the following tariffs:

Maximum benefit. There is a promotion for this tariff. It has three types of high-speed Internet stream. One hundred megabits per second, fifty and thirty megabits. The cost of such a TP is 500 rubles per month, 450 rubles and 350 rubles per month.
Tariff "Game". Speed – 100 megabits. There is a favorable offer for this TP - renting a router for just one ruble per month. The price of the service is 850 rubles per month.
Basic tariff plans. Speed from 30Mbps to 100Mbps. The price, respectively, is from 450 rubles to 650 rubles per month.

Internet cost in Rostelecom

Where to complain first?

First of all, the complaint should be directed to the company itself. This is required by the current laws of the Russian Federation - the company itself must resolve problems with its users. Complaints to other authorities are made only if Rostelecom is not going to correct the situation or fulfill your legal requirements. In such cases, supervisory authorities for commercial and government organizations are involved.

To complain to Rostelecom itself, you can use:

Russian Post - the text of the complaint is sent by registered mail (with notification) to the address of the Rostelecom branch of your district. Addresses can be found in the “Contacts” section on the website.
Electronic appeal - from your personal account, or via the “Feedback” link at the bottom of the site. After clicking, the system will display a pop-up window on your screen in which you can describe the situation.
Sales office - the complaint must be printed out in two copies, and one of them must be given to a company employee, and on the second, a signature must be placed confirming acceptance of your appeal.
Contact center –8 800 100 0 800. You will need to provide your contact information, phone number/contract and describe the situation to the operator.

To receive a guaranteed answer, you need to follow the rules for drawing up such a document, and also leave your contacts so that Rostelecom can send you information after considering the problem.

Submit a request for Internet connection to Rostelecom: overview of ways

Info

In order for the addressee to correctly decipher your message, the business letter has legal force, you need to correctly and positively introduce the official at the end of the business letter. Attention Instructions 1. Formal letters should be printed on a special form that corresponds to the standard. At the top of the sheet of paper there must be continuous elements: the header of the letter (full and abbreviated name of the sending company, its postal and legal address, telephone and fax numbers, website), then the core text, and at the bottom - the signature of the responsible person.

2. It is also possible to leave a request for connection at home, but this significantly reduces the likelihood of connection, because

Filing a claim online

The fastest way to get something from a company is to write to the customer support department. The form can be found by clicking on the “Feedback” link at the very bottom of the main page of the Rostelecom website.

It will need:

Print information about you - contact phone number, email, first and last name, etc.
Select the subject of the appeal from the drop-down menu.
Select from the drop-down menu the service that you use from Rostelecom and which you are not satisfied with.
Print your message (no more than 2000 characters).
Attach evidence, documents, photos, etc.

If your story does not fit into 2000 characters, you can send it in attached files as a separate document in compliance with the formatting rules.

Important! The company may not accept a complaint attached in this way, since by law, remote requests cannot be longer than 2000 characters. However, most often it is still considered, or they are asked to choose another method of transmitting information.

Where to get the contract

A sample agreement is freely available on the official Rostelecom website. Before signing it, it is advisable for the client to familiarize himself with the document - this will save time when filling it out. In addition, it is recommended to study information about the rules for the provision of services to individuals by the company, which is also available on the official website.

This will allow the client to better understand the rights and obligations of both parties and reduce the risk of disputes.

Where to complain if contacting the company has no results

Rostelecom receives thousands of complaints within a week. In some cases, the company prefers not to respond at all, or limit itself to vague replies stating that your appeal was considered and your requirements were denied.

After you have not received a response to your complaint, or you have already sent two appeals and have not achieved the desired result, you should contact the authorities that control such organizations.

Roskomnadzor

Roskomnadzor accepts complaints from the public regarding the activities of communications companies and the quality of the services they provide. In other words, if your connection is faulty, the Internet constantly drops out, or Rostelecom is always carrying out repairs, and you don’t get what you pay for, you should write here.

You can do it like this:

Online at https://rkn.gov.ru/treatments/ask-question/. This is an electronic reception. All fields must be filled out very carefully. You can check whether your appeal is being considered or not using this link https://rkn.gov.ru/treatments/checkstatus/. In order for the complaint to be considered faster, it can be submitted through the website of the regional department.
By mail - to the address of the department in your region, or (if this does not bring results) to the address of the main department of the federal service in Moscow: 109074, Kitaygorodsky proezd, 7, building 2.
In person - by coming to the federal service office at your place of residence with two copies of your complaint. Addresses of regional services can be viewed at https://rkn.gov.ru/about/territorial/. Select your location and look at the “Public Reception” section on the regional department’s website. There will be an address and a schedule for receiving complaints.
By fax - to the number of the main federal service (7-495-983-33-93) or (if available) to the number of the regional representative office of Roskomnadzor. Information on the pages of local departments.

Rospotrebnadzor

Considers appeals that relate to violations of contractual relationships and protects consumers. If you were not provided with a service in full, refused to consider your complaint, were told false information, or were charged money for something that was not specified in the contract, send your appeal here.

Important! Rospotrebnadzor cannot regulate financial disputes; other authorities deal with this. The department is able to record the fact of such a violation and send an inspection to Rostelecom to draw up a report to the prosecutor's office (if fraud has occurred).

You can contact this organization via:

Mail - addresses at the link https://rospotrebnadzor.ru/region/structure/str_uprav.php. You should first write to the department at your location and where the problem occurred.
Online reception - https://petition.rospotrebnadzor.ru/petition/. All rules for drawing up such a complaint are indicated on the page itself.
Offline receptions in your local office. In Moscow it is located at Vadkovsky per. d. 18 p. 5.7. You can find the schedule by following the link - https://rospotrebnadzor.ru/feedback/index.php.

If you are sending a complaint by mail, it is recommended to use registered mail with notification. It is also required to keep receipts confirming the sending of such a letter.

An electronic appeal cannot exceed 2000 characters. And when filing a complaint in person, you need to bring it in two copies, so that one is taken from you for consideration, and a mark is placed on the second.

FAS

This organization examines violations of advertising and antitrust laws. It should be involved if Rostelecom uses unfair methods of competition, illegally lures subscribers to itself (for example, it is the only company providing services in your area of the city), or speculates on shares and prices. Also, she should be involved if you suspect that your personal data has been stolen or transferred by Rostelecom to third parties.

The procedure for contacting the FAS is outlined in the infographic on the agency’s website: https://fas.gov.ru/pages/contacts/requests/poryadok-obrashheniya.html.

There are several ways to file a complaint here:

In writing to the address of the management in your region.
Electronically through government services or a form on the website.
In person at a public reception.

All information on the link.

Prosecutor's office

This body should be involved if money is involved in the case - in cases of fraud, extortion, concealment of commissions, illegal debiting of funds from the account “for nothing”, adding services that you did not order and do not want to pay, or if Rostelecom refuses to return credited money to you money to your personal account. Also, the prosecutor's office will look into the problem if your personal rights were violated - for example, you were subjected to pressure, violence or threats from company employees.

The prosecutor's office can also help when all other services have unlawfully refused your appeal or refused to consider a complaint against Rostelecom.

You need to submit an application to your local authority - by mail or in person. Addresses and reception schedules can be found on the website of the Prosecutor General's Office on the map https://genproc.gov.ru/contacts/map/.

There is also an electronic reception: https://ipriem.genproc.gov.ru/contacts/ipriem/. Through it you can send a complaint to any local department. All submission rules are described on the page.

Court

Courts do not accept complaints, but rather claims. If you want to sue Rostelecom, it is better to do this with the help of a lawyer who will determine whether your appeal is advisable. Usually there must be some evidence of an offense before the court will consider the case.

Disputes regarding the payment of funds can also be resolved in the courtroom (and sometimes this is the only option). But this method should be used only as a last resort and after contacting other authorities. This way you will show that you tried to resolve the issue peacefully, but the company did not respond to your requests or to the instructions of other departments.

In what cases can you identify a breakdown on your own?

Sometimes you can solve a problem with equipment from Rostelecom yourself. So, if the connection is lost, you must:

check the connection of the network cable to the computer;
find out whether services are paid according to the tariff plan;
After discovering a problem, try to fix it.

Virus applications on a PC can also cause equipment failure. In this case, if you have the appropriate knowledge, the virus software must be removed, otherwise, call a technician.

Small and medium-sized businesses are the pillars of the modern economy. A distinctive feature of such companies is efficiency and the ability to quickly adapt to changes in the market. However, these types of businesses would be impossible without effective communications, on which, if not everything, then a lot depends.

Why is cloud PBX profitable? The “New Telephony” project from Rostelecom allows companies to use a ready-made service for a small subscription fee, while all costs for equipment, its operation and modernization are borne by the operator. The basic package of services already includes a full set of functions that are needed for effective communication.

A softphone from Rostelecom was developed specifically for the virtual PBX. This is an application that, once installed on a computer, allows you to receive and make calls without the use of additional hardware, with the exception of a headset with a microphone. When you install the application on your mobile phone, you will be able to receive and make calls to your office phone number; all you need is Internet access. The softphone is designed for both Windows/MacOS operating systems and Android/iOS mobile platforms. The softphone from Rostelecom provides additional features such as an internal corporate instant messaging service, a function for tracking the status of colleagues, and a video call option.

Users of the “New Telephony” service can also work with a mobile application called “Telephone Rostelecom”

It is very convenient to use - the call history is reflected in a single log. Naturally, the subscriber number is determined and saved. This helps to save significant time, since employees no longer need to find out the necessary contacts from each other. A softphone allows the entire office to work with a single address book, where all work contacts are entered.

Time savings are also achieved due to the fact that the softphone displays the user’s status: “Free”, “Do not disturb”, “Offline”. This helps employees plan their work around their colleagues' schedules. If necessary, you can transfer calls to another employee. For example, if a client calls the contracting department and inquires about detailed financial terms, they can quickly be referred to a lead specialist on the matter.

Users of the New Telephony service can also work with a mobile application called Rostelecom Telephone. This is another software replacement for a SIP phone (SessionInitiationProtocol - session establishment protocol), this time for mobile devices. Among other functions of the program is the ability to make any incoming and outgoing calls to short numbers within the company, calls to numbers of public communication networks (local, international, long-distance). There is a speakerphone mode, tone dialing commands, video calls, and exchange of test messages are supported. In general, Telefon Rostelecom supports almost all functions characteristic of full-featured SIP telephones.

How to file a complaint

The complaint does not have a clear structure, but there are rules - if you follow them, the risk of refusal to consider will be minimal:

Do not send a complaint anonymously - Rostelecom has the right to ignore such a complaint.
Be sure to leave full contact information and indicate which method of communication you would like to receive a response by.
Describe the situation as calmly as possible. Swearing, rudeness and swearing will immediately send your complaint to the trash - certain expressions or threats may give Rostelecom grounds not to consider the appeal at all.
Describe the situation as completely as possible - dates, names, contract numbers. Refer to the laws and the contract - what was violated, how, and how you suffered from the company’s actions.
Attach legally obtained evidence of the violation - warn a Rostelecom employee if you are going to record it on a voice recorder or shoot a video, otherwise the file may not be accepted as a basis to satisfy your demands. A copy of the contract that is violated by the company can also serve as evidence.
Make a request, not a demand. There is a difference in law between a complaint and a claim. For the first time, you submit a complaint to Rostelecom, and in it you need to write a request to sort out the situation or resolve the issue in a legal way (write in what manner). If you submit an appeal again, this is already a claim, and there you can and should clearly list your requirements and the consequences for the company if it does not fulfill them (for example, that you will file an application with the prosecutor’s office or go to court if there is no response).
Please indicate exactly who you are writing to. Usually this is the director of the regional representative office of Rostelecom, or the director of the company in general. You can find out who to write to (in the header) in Rostelecom itself.
Do not forget about the signature and date, and also include after this a line with a list of attached documents or evidence.
Make two copies of the complaint if you do not send it via the Internet, and save all information about the forwarding/transfer of the appeal.
When submitting a complaint to other departments, as evidence, attach a refusal from Rostelecom/other department, or other confirmation that you sent a complaint and were not answered (receipts from the Post Office, a screenshot with date and time, etc.) on time.

Sample contract

PJSC Rostelecom on its official website provides samples of all documents that the company’s clients may need during the service process. The list of these also includes a form of agreement for the supply of services from the provider.

In addition to basic information about the client, such as full name, passport details and place of registration, it contains information about the selected service package and other nuances regarding the service provided.

Before concluding this agreement, the subscriber must decide on the tariff for services and resolve the issue regarding the equipment provided by the provider.

Sample agreement posted on the Rostelecom website.

LSA number

The subscriber number and personal account number are assigned to each client upon conclusion of the contract. It is necessary to resolve issues with the provider and replenish your personal account. In a large company with branches, each of them has its own separate personal account (LSA).

If you don’t remember it, you can look up the number in your personal account. Click on the “Personal Accounts” tab and go to a page with a complete list of LSA that are managed from this account. Each item is clickable, click on any and study detailed information on each.

Applications for connection to Rostelecom

Important

How to write a collective application for connection to Rostelecom They will connect our house. ProFfeSsoRrGuru pnik87 The residents have documents from NSTU in their hands that the university is not against laying cables on the roofs, is not against installing equipment in the house (anywhere - both on the roof and in the entrances), and in general they agree to everything. The residents themselves came to the rescue and collected all these documents.

pnik87 Guru Warnings: 2 ProFfeSsoRr, yes, a strange situation... Then let them write letters to Novotekom. janBolelshcheG I live in the center, they recently opened a new EG office opposite (I live on Oktyabrskaya 40), but for 2 years now once a month I have been sending them an application to connect my house, I know that there are still many applications from neighbors and nothing... ProFfeSsoRrGuru Quote: Then Let them write letters to Novotek. and they have been writing to them for a long time and a lot, they just don’t want to without explanation.

Personal account for corporate clients: opportunities

The creation of a personal account service was aimed at providing clients with a convenient and fast way to remotely manage services connected to Rostelecom. In particular, manage tariffs (change, connect new ones), request receipts and other financial documents for your personal account, replenish your personal account and keep abreast of all news and changes in your account.

The corporate personal account has expanded functionality and provides the client with the following capabilities:

operational control of the personal account balance, fund balances, planned payments;
requesting payment documents, generating templates for sending receipts;
management of all your personal accounts from a single personal account. Relevant for large organizations that have an extensive branch network;
contact technical support from your personal account, send claims, applications, complaints directly;
replenish all personal accounts that are managed from your personal account. This can be done with a bank card, or you can request and print a receipt for payment;
independently and promptly disable various subscriptions, submit applications to change packages, tariff plans, get acquainted with current and new tariffs.

Which alternative to a collective antenna to choose

Now there is a lot of equipment on the market that can produce high-quality images at a minimum cost. With this television you can watch all popular channels. In addition, there will be other programs on alternative television.

Number

Instead of a collective antenna, you can choose a digital option. This is a modern broadcast technology that encodes the signal into a special, interference-free network. Thanks to this, the sound and image will be very clear. In addition, digital television is distinguished by the ability to transmit signals at the same frequency.

Cable TV

City residents can use the cable connection service. The signal is transmitted using a special cord or telephone wire. If the provider is located near your home, the signal quality will be good. The picture itself has no glare or any distortion. The colors on it are as close to reality as possible. In addition, on cable television you can connect channels in HD quality. However, this depends on what kind of TV the user has.

Satellite TV

There is an option to order satellite TV. Thanks to this method of broadcasting, you can receive various channels from special repeaters. The quality of the signal itself on satellite television is at a high level. Providers provide a lot of different programs. Their list even includes foreign channels. This alternative has many advantages. Almost all channels are broadcast in SD, HD and FullHD quality. It is also possible to watch videos in 3D format, if the TV supports this option. In addition, the satellite version has additional functions. Namely, various TV programs, subtitles, the ability to record, and so on.

However, it is most convenient to install a satellite in small towns and villages. The main disadvantage of the satellite is that during bad weather some channels begin to work poorly. Especially if it is raining or hailing outside. In addition, users will have to periodically call a technician who can reconfigure channel reception. Since they periodically change their broadcast frequency. This happens approximately 1-2 times a year. The cost of such a service is low. Therefore, almost everyone can afford it. In this case, the user does not pay for free channels.