the main » Questions » Background MGTS from mobile. The procedure for contacting the support line. I have my own dsl modem, wifi access point, etc. can the mgts service help me configure them

Background MGTS from mobile. The procedure for contacting the support line. I have my own dsl modem, wifi access point, etc. can the mgts service help me configure them

People who use the communication services of a particular company and face problems have to think about the question of where to call? "MGTS telephone does not work" - a similar complaint can be heard from subscribers who actively use a landline telephone. If you cope with the situation on your own and find out what is the reason for the impossibility of making calls, you must contact the support line. In this article we will tell you how this can be done, we will provide information about which offices you can contact.

general information

If the client's difficulties are not related to the fact that the telephone line is not connected to the device, then if there are problems with dialing or the inability to make calls, as well as if interference is detected, you should contact the MGTS service bureau. A qualified employee will try to remotely determine the possible causes of inoperability and help eliminate them. In the event that this fails, the contact center specialist will accept the application and arrange for the master's visit. So where to call? "MGTS telephone does not work" is a fairly frequent complaint from customers. Below we will tell you how to get out of this situation.

MGTS: phone of technical support

You can report problems on the telephone line from any device: both from a cellular device and from another landline phone. Moreover, the MGTS help desk provides customer support around the clock - the call center employees answer questions and help to cope with difficulties without days off and holidays. Thus, you can contact the following contacts at any time convenient for the subscriber. Please note that it is recommended to conduct an initial diagnosis (if possible) and try to find out. Perhaps the reason lies in a damaged wire or a telephone device unplugged from the socket. Such information will help speed up the process of resolving the issue and start using the device again.

On the official website of the company, you can find phone numbers that can be dialed from both a landline and a mobile device.

Please note that both of these numbers allow you to contact a consultant and get answers to your questions, including why the home phone does not work under the MGTS contract. Before starting a conversation, you must introduce yourself and indicate the contract number or address where the city number is "registered".

The procedure for contacting the support line

Where to call (MGTS phone does not work), we found out earlier. The specialist should briefly describe the essence of the problem. If the failure on the telephone line is associated with technical work carried out by the service provider, then, having learned the subscriber's address, the operator will inform about this and inform about the end time. However, communication problems may not always be caused by work at the station. All questions of the specialist should be answered as fully and accurately as possible - this will allow him to quickly grasp the essence of the problem. You also need to follow the recommendations of the contact center employee. If, after the actions that the MGTS customer support employee advised to perform, the home phone does not work, you must create a request to call the master. In order to be able to agree on the time of the visit, you should leave your contact phone number in the application.

During the visit, the foreman will clarify the reasons for the failure on the line, identify whether they arose through the fault of the client (within his apartment) or are related to external factors. Depending on this, the procedure for eliminating the breakdown will be determined, as well as at whose expense it will be performed: the client or the company - the service provider.

Contacting the operator's office

You can file a complaint about the quality of telephone communication, as well as ask questions of interest, by contacting MGTS offices. Here, the staff will also advise if any repairs are underway on the line, which may be the reason for the inoperability of the home phone, and will give some recommendations.

At MGTS offices, you can find out basic information on the account, consult on tariff plans, terminate or conclude an agreement for communication services and perform many other operations.

MGTS offices

In total, there are 24 offices in the Moscow region, which can serve individuals. Corporate clients are also accepted in five branches. To find a geographically convenient office, it is recommended to visit the official website of MGTS. Here you can view not only the list of available options for contacting, but also specify their location on the map. For each service point, the work schedule and the operating mode of offices on holidays are indicated. Here you can also see how busy the office is. In the selection form, you should set the desired area and indicate for which type of customers this branch is available (by default, a list for individuals is displayed).

Conclusion

In this article, we talked about where to call (the MGTS phone does not work), and also gave a brief description of how the procedure for consulting and further interaction with the company will be carried out if it was not possible to resolve the issue remotely. If you find problems that the call center consultant cannot solve, you must fill out an application for a visit to the master for diagnostics and repair work.

Fixed-line communications, however, like any other telecommunications service, can stop functioning for a number of reasons: a break in fiber-optic or copper transmission lines, network congestion, telephone failure, and much more. Naturally, in such situations, the subscriber will need to notify the operator about the malfunction of the city number in order to apply for repair and make a call to the master. But first of all, MGTS clients from Moscow and the Moscow region have quite natural questions, where to call and what to do if it does not work?

What to do?

Firstly, in order to solve the problem in the shortest possible time, you have to identify the source of the malfunction. This could be a breakdown that has occurred within or outside your home. Secondly, this moment will need to be communicated to the employee of the Unified Contact Center by calling from a work phone number:

city \u200b\u200bcommunication - (495) 63 - 60 - 636;
cellular - 0636.

The hotline operator will without fail make the consultation you need. If remote technical support turns out to be useless, the specialist will accept your request to call the master.

Meanwhile, if you do not have the opportunity to use your home or mobile phone to communicate with the Contact Center, visit one of the Service Centers, of which there are currently more than 20 units in Moscow. A map with the current addresses of the official representative offices of MGTS, including information on the operating modes of each of them, is available here at this link.

Repair bureau

- a structural unit of a telecommunications provider responsible for technical support of subscribers. In general, assistance to the company's clients is provided in two ways:

remote consulting provided by the hotline staff - works 24/7;
organization of repair work - as needed.

It is worth noting that MGTS partner firms are engaged in the repair of equipment, therefore the quality of service, as well as the cost of the services provided to eliminate breakdowns in some cases, can vary significantly depending on the area, street or even house. For example, in Moscow alone, the aforementioned telecom operator has more than two dozen permanent contractors, the number of which, in certain months, either increases or decreases.

Master call

In the process of how you will call in order to apply for a call to the master, leave your working contacts to the operator so that he can clarify the time convenient for you and send a free specialist to the appointed place.

Having come to the call, the repairer will diagnose cable networks and related equipment in order to identify a breakdown. If it turns out that the cause of the malfunction is outside the subscriber's home or apartment, then all the costs of eliminating it will fall on the provider. But if the telephone set or the wire is out of order due to the fault of the client, accordingly, the financial side of the issue will already become his problem. And as already mentioned, the cost of restoration work must be clarified on an individual basis.

Feedback on the work of the repair bureau

Looking ahead, let's say that the subscribers' reviews about the MGTS repair bureau on specialized forums and communities in social networks were divided. This may be due to the human factor, when the quality of the service provided largely depends on a specific specialist or the lack of proper control of the company in relation to the service personnel is to blame.

Elena - 24 years old (Moscow):

I cannot but complain about the MGTS repairmen. I have the feeling that they have one person working there for the whole of Moscow. For example, after submitting the application, I waited for the master for 12 days. And all this time, the landline phone was turned off, and for my business, a small online store, this is more than critical. It's good that at least there is an opportunity to set a call forwarding to your mobile.

Sergey - 35 years old (Pushkino):

Last week, a brand new GPON router, to which a landline connection is connected, stopped showing signs of life. Therefore, I immediately turned to the Contact Center for help. There, unfortunately, they tortured me with banal recommendations to reboot the device, but after another unsuccessful launch, they accepted an application to call a specialist. He came in two hours later, taking his new router with him. It is noteworthy that no one even asked for a ruble for diagnosing a fiber-optic cable and replacing a modem.

Alexey - 41 years old (Moscow):

I do not know what MGTS should do with these contractors so that they can understand the meaning of the word "service". Why does a “master-lomaster” come to my house, in the center of Moscow, with a savory fume and leave behind a heap of garbage, and somewhere on the outskirts, directly, with my parents in Odintsovo, the guys do not allow themselves and do everything as high quality as possible?

Technical support of the telecom provider MGTS is a round-the-clock service for servicing subscribers, which works through a universal Contact Center. The list of its functionality includes the widespread consulting of the company's clients on a wide range of issues related primarily to financial and technical aspects. In addition, the hotline operators accept applications for connecting additional services, and also process calls with complaints from Muscovites regarding the quality of communication in real time.

About the technical support service

The Universal Contact Center was opened by PJSC "Moscow City Telephone Network" in 2006, combining the disparate services of the provider into a single whole. On its basis, MGTS has implemented a system of prompt service of calls using tone dialing, developed by the largest Russian IT company Sitronics. This mechanism allows you to optimize subscribers' requests, distributing them in separate areas: connecting services, financial issues, repair work, etc.

In 2012, as part of the hardware replacement and the subsequent abandonment of copper wires in favor of the Contact Center, it underwent an upgrade. This significantly reduced the waiting time for a response from a technical support employee from 1 minute to 15-30 seconds. Moreover, today more than 50 thousand MGTS clients use the services of the Contact Center every day, including Internet users, owners of fixed telephones, mobile subscribers, as well as fans of digital television.

Phone List

To contact the MGTS support service, you need to call one of the proposed numbers:

from city - (495) 63 - 60 - 636;
from mobile - 0636.

In addition, the provider has set up a couple of hot lines, thanks to which you can:

find out the balance of the personal account - (495) 70 - 74 - 455;
inform the operator about the quality of the services provided - (495) 70 - 07 - 777.

For MGTS subscribers, all calls to the Contact Center, including round-the-clock hotlines, are completely free.

Back call

Clients of Moscow City Telephone Networks who use digital television and the Internet, and are not subscribers of fixed or mobile communications, can order a callback from a support service operator on the official website.

Go to the address - http://mgts.ru/home/help/ask/.
Leave your contact phone number.
Decide on the topic of the question.
State your question in as much detail as possible.
Confirm that you are a human, not a robot, by choosing the color corresponding to the picture.
Click on the "Submit" button.

This option can also be used by subscribers of any Russian operators who need advice.

Feedback on MGTS technical support

Egor - 24 years old (Moscow):

For the last two years I have been working in the Contact Center. The staff turnover is quite large, which does not have the most favorable effect on the quality of service. However, in the light of recent events - the collapse of the exchange rate, the situation has changed dramatically. Many employees have begun to truly value their workplace.

The requirements are very high here, the conversations are recorded. So if someone complains about the operator, then he will have to report to his superiors, and then he is not far from being fired.

Finally, I will share one little secret. If you want to speed up the process of resolving your issue, then do not agree to the standard phrase "we will call you back", but demand to stay on the line until all the circumstances of the problem are clarified.

Andrey - 28 years old (Chekhov):

The coordination of the MGTS support service is poor. When I ordered, I asked to additionally connect a digital TV. But after an hour he changed his mind, respectively, he informed the operator about it. The specialist who came to the call brought a TV tuner with him and in an aggressive manner began to force me to accept this “gift”. In general, I had to call back to the Contact Center, whose specialists clarified our conflict with the installer an hour later! It doesn't smell of European standards of service quality.

Svetlana - 23 years old (Lyubertsy):

In general, I am satisfied with the technical support service of the Moscow City Telephone Networks. But, based on the experience of numerous appeals, I got the impression that along with highly qualified specialists there are some crooks working there.

Once I had to order Internet settings for a Chinese mobile phone running Android OS. Having called the operator, he told me that there are no automatic settings for such a smartphone model. Therefore, I made all the necessary configurations myself under the dictation of this employee, but nothing worked. About 30 minutes later, having contacted another specialist of the same Contact Center, they sent me automatic settings without any difficulty. For you to understand, such cases occur with enviable regularity.

Lyudmila - 19 years old (Moscow):

I call the support service - they understand everything, they accept complaints. And what's the point if I've been sitting with a broken modem for the second week?

The operators' answers are also surprising, they have either “We have technical failures” or “There are no free specialists at the moment. We will contact you as soon as possible. " And so for 10 days in a row.

Thus, the quality of service of the MGTS Contact Center, taking into account all the positive and negative aspects, still needs to be improved. And if there are basically no questions about the hardware part, then the human factor definitely spoils the picture. Therefore, raising the qualifications of subscriber support staff is the top priority of the telecom giant's management.

General issues

Additional services

What opportunities will the Personal Account provide in the future?

Additional information can be obtained by calling the Contact Center: 8 800 250 00 50.

Personal Area

Questions and answers

How to get access to your Personal Account?

Our employees will help you deal with this problem. Call the MGTS Contact Center: 8 800 250 00 50 or send a letter to the email address:

What does My Account give me?

Do users of the Home Internet service have access to the Personal Account section?

MGTS technical support

Technical support

Do I pay for the waiting time for a response from the technical support operator, as well as the time for talking with him?

If you use “Time-based” and “Combined” tariff plans, then all calls to the help desk and technical support service of MGTS will be free.

How can I change my tariff plan?

I have lost my authentication data (username and password for logging into the Internet) given to me when the service was connected. How can I restore them?

To recover your lost authentication data, you need to contact any MGTS sales office.

What will happen to Internet services when I change the phone number or when I move from the “495” zone to the “499” zone?

When changing the phone number, as well as when transferring a number from the “495” zone to the “499” zone, the “Internet from MGTS” service continues to work in the same mode.

How quickly does the telephone technician arrive?

MGTS operators will agree with you on a convenient time for the telephone master's visit. If possible, we will ensure that your request is completed as soon as possible.

I have my own DSL modem, WiFi access point, etc. Can MGTS help me set them up?

MGTS technical support can help you configure only the equipment that is included in the list of recommended modems - it is listed in the "Modems" section on our website.

Can a telephone technician or technical support help me with setting up my computer and software?

The technical support service, as well as the telephone assistant, will configure your computer only in terms of the correct operation of the "Internet from MGTS" service.

However, within the framework of the "Computer help" service, you can contact our partners - companies that provide the performance of any work on your computer (on a paid basis). You can find out the contact details of our partners by calling the Unified Contact Center by phone: 8 495 636-0-636.

Is the call of the telephone master charged?

When you first connect to the "Internet from MGTS" service, the telephone master will come to you free of charge. The subsequent call of the telephone master, in particular, in the event of a technical problem due to the fault of the subscriber, is paid, its cost is 600 rubles.

What is the working hours of the technical support service?

MGTS technical support works around the clock.

What phone can I call for help if the service does not work for me?

In case of problems in using the "Internet from MGTS" service, you must contact the round-the-clock technical support by phone:

Internet via ADSL technology: 8 495 636-0-636,

Internet using GPON technology: 8 495 636-0-636 - 2.

Our experts will help you to understand the problem that has arisen as soon as possible.

If, after studying the site, some details remain unclear for you, take a look at this section. Here are the answers to the most frequently asked questions. For convenience, all materials are divided by topic.

General issues

How to change the tariff for Home Internet from MGTS?

You can change your tariff plan in any available way:

How much does it cost to switch from one tariff plan to another?

You can change your tariff plan for free.

How can I change the tariff plan through My Account?

To change the tariff plan through your Personal Account, you need:

Additional services

What opportunities will the Personal Account provide in the future?

The PIN received upon connection does not work. What to do?

Our employees will help you deal with this problem. Call the MGTS Contact Center: 8 800 250 00 50 or send a letter to the email address:

What does My Account give me?

Do users of the Home Internet service have access to the Personal Account section?

About the technical support service

In 2012, as part of the hardware replacement and the subsequent phase-out of copper in favor of fiber, the Contact Center underwent an upgrade. This significantly reduced the waiting time for a response from a technical support employee from 1 minute to 15-30 seconds. Moreover, today more than 50 thousand MGTS clients use the services of the Contact Center every day, including Internet users, owners of fixed telephones, mobile subscribers, as well as fans of digital television.

Phone List

To contact the MGTS support service, you need to call one of the proposed numbers:

from city - (495) 63 - 60 - 636;

from mobile - 0636.

In addition, the provider has set up a couple of hot lines, thanks to which you can:

find out the balance of the personal account - (495) 70 - 74 - 455;

inform the operator about the quality of the services provided - (495) 70 - 07 - 777.

For MGTS subscribers, all calls to the Contact Center, including round-the-clock hotlines, are completely free.

Back call

Go to the address - http://mgts.ru/home/help/ask/.

Leave your contact phone number.

Decide on the topic of the question.

State your question in as much detail as possible.

Confirm that you are a human, not a robot, by choosing the color corresponding to the picture.

Click on the "Submit" button.

This option can also be used by subscribers of any Russian operators who need advice from MGTS specialists.

Feedback on MGTS technical support

Egor - 24 years old (Moscow):

The requirements are very high here, the conversations are recorded. So if someone complains about the operator, then he will have to report to his superiors, and then he is not far from being fired.

Andrey - 28 years old (Chekhov):

The coordination of the MGTS support service is poor. When I ordered the Internet using GPON technology, I asked to additionally connect a digital TV. But after an hour he changed his mind, respectively, he informed the operator about it. The specialist who came to the call brought a TV tuner with him and in an aggressive manner began to force me to accept this “gift”. In general, I had to call back to the Contact Center, whose specialists clarified our conflict with the installer an hour later! It doesn't smell of European standards of service quality.

Svetlana - 23 years old (Lyubertsy):

Lyudmila - 19 years old (Moscow):

I call the support service - they understand everything, they accept complaints. And what's the point if I've been sitting with a broken modem for the second week?

Type