The Interventive SMS Phone has been set up to enable you to report a defect occurring after the Client Service Office's opening hours.
The Interventive SMS Phone is an automated phone. A computer programme makes an initial assessment of the sent content. It checks it for content, i.e. whether it contains the address where the internet is connected (connection address) and whether it contains basic information about the defect. The message is then forwarded to the service employee who is currently on duty.
Please note that the Interventive SMS Phone is a text-only hotline! Text messages are transferred to the computer system and it is not possible to obtain information by calling the number.
Please also remember to follow a few basic rules to speed up the analysis of the problem:
- Each text message (no matter how many reports are sent) must be signed with the address where the service is connected. It can be an abbreviated form, but the address must be there. This is especially the case when our service asks for details or the correctness of the defect repair. Due to data protection reasons, not all service employees have access to your data. Providing your name or surname or the numbers of agreements, documents, orders or other data makes it impossible to deal with the defect at night.
- When diagnosing a problem with internet access, we recommend firstly rebooting the device (disconnecting the power cable for 5 seconds, reconnecting it and waiting about 2 minutes, then we recommend checking whether the service is working).
- A simple description of the defect (to the extent of your technical knowledge) is welcome. Please note that providing outdated data misleads the service and makes it difficult to identify the problem.
- If you are asked for an IP number, please provide the one currently downloaded from our network, not the one assigned when you connected the service or noted down a few months earlier. If you use a router, please read the IP number that the router downloads from our network.
- Please also ensure that the text message contains information on the duration of the defect or under what circumstances it occurred. If, for example, there was a power failure in the building (power failure) and there is no internet access after the power came back on, this is important information.
- Text messages do not get lost which means there is no need to send another report. One is enough. If a report is forwarded and another text message arrives, it is automatically returned to the operator to assess whether new information has arrived by chance – this only prolongs the service action.
- Text messages containing questions, requests or issues outside the scope of the Interventive SMS Phone are ignored. Please note that the Interventive SMS Phone is not a Client Service Office! Its scope of operation is limited to failures resulting in a complete lack of internet access service. Issues such as non-payment, slow internet connection, reconfiguration of tariff plans or conclusion of agreements are not within this scope.
Examples of text message reporting:
Wroclaw, Grabiszynska 333/15, the internet has not been working for an hour, the LED on the router's WAN port has stopped blinking.
wroc grab 333/15, after the storm the power in the building came back on and the internet did not
If you have any questions or concerns, please contact Client Service Office.