Internet provider Online connects 100,000 subscribers per day in the capital and region. For the convenience of its customers, a reliable service infrastructure has been created. On this page you will find detailed information about contacts, technical support, telephone numbers, offices of a popular provider.
Technical support phone
To prevent customers from wondering how to call, the company offers to use a single line. There are also a number of additional telephone numbers to order a connection. From the information provided you will find the necessary contacts. The Online hotline is available to any resident of Russia from a landline phone completely free of charge.
8 800 707 12 12 is a toll-free number that works around the clock. An experienced operator can accept orders for connection, repair work, or provide consultation on solving simple difficulties. At the same time, he will accept the client’s wishes and comments, take into account the needs and do everything in his power to resolve the issue.
The subscriber service operates 24/7 and performs the following functions:
- Consultations.
- Applications for connections for business or home. Internet from Online can be ordered in any city in the country. Specialists will select the nearest branch and send a specialist from there.
- Replaces tariff plan.
- Provide detailed information on packages: Online Internet, home Internet and television.
- Call back to the subscriber who called the number hotline.
- You will be able to find out the answer to any exciting question: How to return the router, how to connect additional equipment, how to change the tariff to a more favorable one.
You can send an SMS to a phone number and they will call you back to resolve service-related issues. The hotline number is manned by sufficient staff, so waiting on the line will not take long. Polite and experienced personnel are selected for service so that consultations are as competent and fast as possible.
Main office
The office structure is divided into 2 centers for the convenience of visitors.
Address of the central office No. 1 Onlime in Moscow
Address: st. Arbat, 46, Smolensky district, Moscow, Moscow region, Russia, 119002
Opening hours: Open 09:00–20:30
Phone: +7 999 231-84-29
Located next to the Smolenskoye metro station.
Central office address No. 2
st. Suschevsky Val, 26
Maryina Roshcha, last carriage from the center
Opening hours: from 09.00 to 21.00 seven days a week (Sunday until 19.00)
Service maintenance:
- Payment in cash for company services.
- Applications are accepted.
- Consulting and remote technical support.
- Implementation of the “Moving” service.
- Amendments to the contract.
Online is a provider from Rostelecom. Operating in Moscow and the Moscow region since 2008. Provides services of the following nature: Internet access, digital and interactive TV, Internet + TV, telephone, mobile communications, video surveillance, security alarm, installation and connection of the system " Smart House" Access to online services is available around the clock: “Computer help”, “Speed check”, “TCHK. telegrams", "OnLime Blog", "Ya.Onlime".
onlime.ru— official website of the OnLime provider
Representatives of small, medium, big business and the public sector. This:
- Virtual data centers, office, storage, PBX;
- Web video conferencing;
- Audio conferences;
- Mobile device management;
- M2M, etc.
Registration and login to your personal account
Subscribers have a personal account called OnLime, an online assistant in solving all telecom problems. The personal page opens at the moment of completing the authorization procedure. The client receives a login and password after selecting services, submitting an application for connection and drawing up an agreement. Before sending a request, the address is checked for connectivity on the main page.
Personal account features
The OnLime personal account allows the subscriber to perform the following actions:
- View your current balance;
- Issuing a personal receipt for payment of the bill;
- Receiving a traffic statement Money by account for a certain period;
- View the current status of services and connected equipment;
- Changing personal data and password, including;
- Filling out requests for technical services, viewing the status of requests;
- Subscribe to receive SMS alerts.
Login to your personal account
To log into your OnLime personal account:
- Enter the address my.onlime.ru in the browser search engine;
- Log in: enter the username and password you received when connecting;
- Go to the desired section of your personal account to solve a particular problem.
Login to your OnLime personal account
Password recovery instructions:
- Method 1 – contact technical support;
- Method 2 – use a recovery form.
In the first case, send a letter with Email to the address [email protected] or call the number 8 800 707-12-12 . Provide data:
- Number personal account;
- The address at which the connection was made;
- Passport series and number;
- Code word (if generated). To create it, a separate application is sent to the company.
In the second case, click “Forgot your password?”. In the recovery form, indicate the personal account and telephone numbers that were provided when concluding the agreement. When the data is sent, change the password in the settings.
Personal account sections
Your OnLime personal account is a full-fledged service with great capabilities. All main features are in the left column. The center displays information from these sections after moving to each of them. In the right column of the site there is information about the contract, personal account, balance, number of days until blocking, status and bonus account. Control information for timely payment of subscription fees for services, use bonuses to replace real means of payment. Below are links: how to change the tariff, how to set it up, how to make a payment. Use them for step-by-step instructions.
Sections:
- Personal account (contract, login and password, payment and account management);
- Services (information, management, service request). To manage, check the box next to the desired service on the page, after which all data on it will open. Here you can connect additional options;
- Turbo button. When you need to temporarily increase your Internet speed, go to this section and activate the service;
- Static IP address. Connect it if you need a permanent IP;
- Local drive (sharing large files within the network and using popular resources). You can also connect for points in the amount of 180 pcs. cost – 180 rubles/month.
- Antivirus (selection and activation of license);
- Parental control. The service is paid - 75 rubles per month, it limits the time a child can work on the Internet. Early deactivation is also carried out through your personal account after receiving a PIN code sent to your phone via SMS.
- Online bonus (register in the program, receive points, spend them on paying for services);
- Activation of "Online TeleCard". This solution allows you to watch TV in high definition formats. Setup instructions –onlime.ru/docs/equipment/CAM_instruction.pdf;
- Help/Settings. Use these sections to contact technical support and setting the required settings.
In the “Documents” section – access to contracts, statements, powers of attorney. Use them to contact the company to connect new options, conclude additional contracts, and obtain the necessary information.
What affects Internet speed? How to measure Internet connection speed?
The quality of speed measurement is influenced by a number of factors:
- Speed servers
- Speed And settings router if your computer is connected to local network through him
- Working programs on the computer at the time of verification
- Antiviruses and firewalls running in the background
- Computer and operating system settings
Before measuring speed, you must disable all programs and follow the link:
Internet access technology from the OnLime provider.
Internet access technology: optical fiber to the building and twisted pair cable to the subscriber’s apartment.
Technology advantage:
- Internet access speed up to 890 Mbit/sec,
- connection occurs by connecting a cable to a PC or Wi-Fi router
- When connecting to the Internet, a modem is not required
- When connecting, you must have a network card/network adapter. (in most cases the hardware is built into the motherboard)
What is SMS/Viber notification?
The service allows you to receive up-to-date information about the status of your personal account, promotions, special offers to the number you specified mobile phone. You can subscribe to the service at the time of concluding the contract, through your personal account or at the OnLime Customer Support Service by 24-hour phone number: 8 800 707 12 12
Is it possible to work online via VPN (Virtual Private Network)?
Yes, you can work with VPN with other networks (for example, with your corporate network) from the OnLime network.
Is it possible to organize wireless Internet access at home?
Yes, sure. For those subscribers who prefer wireless network access in their apartment, we have provided several connection options.
If you only have Home Internet from OnLime, then best option- this is the installation Wi-Fi router A. We will place it directly at the entrance to the apartment (you will need a 220 V socket) and set up wireless Internet access from anywhere in your apartment.
If you have Home Internet and Interactive TV from OnLime, then it would be best to install a Wi-Fi router (also at the entrance to the apartment and also through a 220 V outlet) and PLC adapters to provide wireless TV.
To submit a request for setup wireless access at home, call: 8-800-707-8000
How to connect a second computer to the network?
If you have two computers and both need to be connected to the Internet, we recommend choosing one of two options.
The simplest one is to connect both via a Wi-Fi router. In this case, your access speed decreases, but the cost of the service remains the same.
If you need two independent computers with high speed Internet access, then the optimal solution is to create two connections. In this case, for each connection you choose a tariff that is convenient for you. The connection speed does not decrease, but the cost of the service increases.
To submit a request to set up wireless access at home or a second connection, please call: 8-800-707-8000
If I connect to the service or change the tariff not from the beginning of the month, will I be charged the full subscription fee?
No, since the subscription fee is charged daily in proportion to the number of days in the current calendar month.
How can I change the current tariff?
You can switch to the selected tariff plan yourself in your Personal Account;
- by calling the 24-hour Customer Support Service at:
8 800 707 12 12
;
- in sales offices.
I want to connect my home Internet. How many days after submitting an application to connect the service will I be able to use the Internet?
The installer will arrive within 5 days after completing the application. The contact center operator will first call you and agree on working hours in your apartment (connecting your computer to the Internet). All preparatory work(connection of the cable to the panel, establishment of an agreement and invoices) will be carried out in advance.
At what time during the day do you connect to the Internet?
Internet connection occurs daily, including on weekends from 09:00 to 21:00. One day before connection, the Contact Center staff will agree with you on the day of the installer’s arrival.
How long does it take for the account to be topped up from the moment of payment?
The account is replenished within an hour after funds are received into the account.
How often can I change my tariff?
The tariff can be changed once a day.
How quickly does the tariff plan change?
The tariff plan is changed the next day at 00:00 after submitting the application.
What to do if an IP address of the form 169.254.x.y is assigned?
An IP address of this type is assigned in case of a problem in assigning network settings. First of all, try disabling antivirus programs, firewalls, firewall, Windows and reboot the router (if you are connecting through it). If the problem persists, try booting Windows into Safe Mode with Network Driver Support. When rebooting, you must select “safe mode with loading network drivers” using the F8 button on the PC keyboard. If the erroneous address persists, you must contact 24-hour support by phone 8 800 707 12 12 .
What will happen to the speed when connecting a second computer?
The connection speed will be divided between computers in proportion to the load and the order of calls to the external network.
Why is the speed displayed as 100 Mbit/s?
100 Mbit/s - throughput connections between the provider’s equipment using fiber-to-the-building technology and your PC. The data transfer speed depends on a number of factors, including the selected tariff.
Are there any restrictions on the subscriber's incoming and outgoing traffic?
On this moment there are no restrictions on the subscriber's outgoing traffic.
What is incoming/outgoing traffic?
Traffic is the amount of information coming to your computer from the network and sent from it to the network.
Every time you browse the Internet, receive mail, download files, a certain amount of information, measured in bytes, arrives on your computer. Incoming traffic is the volume of information coming to your computer from the network, and outgoing traffic, accordingly, is the volume leaving your computer on the network.
Are my files downloading slowly from a certain site?
Such difficulties usually arise with popular free Internet resources that simply cannot cope with the load. If you have a low speed of downloading files from one site, while the download speed from other sites is high and stable, it means that you have turned to such a busy server, and only the owners of this resource can influence the situation.
I have unlimited tariff with a speed of 10240 Kbps, however, when downloading files, a different speed is displayed - 1280 Kbps. What is this connected with?
In one case, the Internet connection speed is indicated (in kilobits), and in the other, the download speed (in kilobytes). The byte to bit ratio is 1:8. Thus, the download occurs at a speed of 10240 Kbit/sec, only it is displayed not in Kbit/sec, but in KB/sec.
I reinstalled Windows and now my internet doesn't work.
When reinstalling Windows, no additional settings are required. After reinstallation, you need to check the installation of drivers for the network card and the connection to the data network.
I want to connect to unlimited internet. Which software must be installed on the computer?
Windows `95, `98, ME, NT, 2000, XP, Vista, 7, 8, 10, MAC/OS, *nix
Some sites are not loading for me.
It is necessary to distinguish: information from the site is downloaded slowly or the site does not load. Information may be downloaded slowly from popular free sites due to the high load on the site's server. Only the resource owner can fix this problem.
The second reason is that you have an application installed on your PC aimed at filtering traffic. (antivirus, Firewall). You need to change the settings of this application or disable it.
How to set up the Traffic Filtering service?
To configure the service, you need to make configurations in your browser about the presence of a proxy server proxy.ip.ncnet.ru, access port - 8080, protocol - http
Internet Explorer 6.0
In the browser menu, select Tools > Internet Options > Connections
Enter LAN Settings, specify the address and port of the proxy server.
What tariffs were previously valid in OnLime?
OnLime provides services on the following Archive tariff plans. Archived rates are current. Connecting to archived tariff plans or switching from existing tariff plans to archived tariff plans is not possible.
Archived tariff plans for Internet service
| Tariff plan name | Incoming/outgoing channel speed; Kbps | Speed validity period | Subscription fee, rub./month. | The volume of traffic included in the subscription fee; MB |
| INET 512 | 512/512 | around the clock | 300 | is not limited |
| INET 2048 | 2048/2048 | around the clock | 400 | is not limited |
| INET 5120 | 5120/5120 | around the clock | 500 | is not limited |
| INET 10240 | 10240/10240 | around the clock | 600 | is not limited |
| INET 16000 | 16000/1000 | around the clock | 800 | is not limited |
| INET 20000 | 20000/2000 | around the clock | 900 | is not limited |
| OnLime 20480 | 20480/10240 | around the clock | 900 | is not limited |
| OnLime 30720 | 30720/10240 | around the clock | 1100 | is not limited |
| OnLime 1024 | 1024/512 | around the clock | 300 | is not limited |
| OnLime 4096 | 4096/2048 | around the clock | 400 | is not limited |
| OnLime 10240 | 10240/5120 | around the clock | 500 | is not limited |
| OnLime 13312 | 13312/7680 | from 11:00 to 01:00 | 700 | is not limited |
| 20480/20480 | from 01:00 to 11:00 | |||
| OnLime 25600 | 25600/10240 | around the clock | 950 | is not limited |
| OnLime 51200 | 51200/25600 | around the clock | 1300 | is not limited |
| OnLime 4 | 4096/2048 | around the clock | 300 | is not limited |
| OnLime 10 | 10240/5120 | around the clock | 400 | is not limited |
| OnLime 20 | 20480/10240 | around the clock | 500 | is not limited |
| OnLime 50 | 51200/25600 | around the clock | 950 | is not limited |
Archived tariff plans for Internet and Digital TV services
| Tariff plan name | Service characteristics | Subscription fee, rub./month. | ||
| Double benefit 4 | Internet | 4096/2048 | 490 | |
| DTV | Basic package | |||
| Double benefit 10 | Internet | Incoming/outgoing channel speed; Kbps | 10240/5120 | 590 |
| DTV | Basic package | |||
| Double benefit 20 | Internet | Incoming/outgoing channel speed; Kbps | 20480/10240 | 690 |
| DTV | Basic package | |||
| Double benefit 50 | Internet | Incoming/outgoing channel speed; Kbps | 51200/25600 | 1090 |
| DTV | Basic package | |||
| Double benefit Autumn | Internet | Incoming/outgoing channel speed; Kbps | 25600/12288 | 590 |
| DTV | Basic package | |||
Can a Technical Support employee help me set up a program/mail/router/second computer?
To resolve these issues, you can submit a request for the “Computer Help” service; the company’s technical partner will carry out everything necessary work. /internet/services/9/ .
The wizard does not configure channels when connecting to DTV services.
The wizard does not configure the subscriber’s own wifi router.
To resolve these issues, you can submit a request for a service; the company’s technical partner will carry out all the necessary work. /internet/services/9/
Why did I spend bonuses but my balance did not increase?
Spent bonus points do not increase your balance; instead, a discount on the tariff selected in the catalog is applied from 50 to 100%, and a discount on additional services is 100%. The discount is valid for 30 days.
Why did I spend my bonuses and was disconnected?
Disabling services during the bonus period is possible for the following reasons:
- you have others connected paid services, for which the selected discount does not apply, and the funds in the account were not enough to pay for them.
- you have activated “Promised Payment”. After its expiration, all services are disconnected and to continue service you need to top up your account.
Why did I spend my bonuses, but the number of days before the blocking did not increase by 30 days?
The number of days before blocking does not increase by the validity period of the reward in the following cases:
- You have already activated a similar discount; you should order the next one strictly after the current one expires.
- you have other services connected and the funds in your account are enough to pay for only a few days of validity of these services, even taking into account the discount.
- Along with ordering a discount, you sent a request to change the composition of services (change of tariff plan, disconnection of services), which canceled its connection.
Why did I spend my bonuses and the number of days decreased?
When ordering a reward, the number of days until blocking may be reduced in the following cases:
- you had a 100% discount on a service, and you activated a 50% discount on the same service.
- you have activated a discount on the “Double Benefit” package offer (Internet + Digital TV). Activation of a separate discount for one of the services of the package during its validity period will lead to disconnection of services and cancellation of the previous discount.
- you have activated a reward with a 50% discount, and the amount of the subscription fee for the previous tariff was less than the amount that will be charged to you during the validity period of the tariff with a 50% discount.
How can I refuse a rented router/set-top box?
Rented equipment must be returned to the company office.
The equipment can be transferred by the subscriber or his authorized person. (Appendix No. 7, clause 7.5)
How to recalculate for a service not provided?
To make a recalculation, a corresponding written application is required.
The application is written in any form addressed to general director Abramkov Alexander Evgenievich and must contain the days during which the problem occurred, personal account, address to which the service was actually connected, signature.
A handwritten application can be submitted to the company office, by fax, or by sending a scanned or photographed version to [email protected].
What router models can be used with OnLime?
How to renew a contract? How to connect a second Internet line at home?
To re-register the contract, you must contact the office, where you will need to provide an application from two persons (old and new owners), or an application from the new owner with a handwritten application signed and a copy/original passport from the first owner; the new owner must also have a passport with him. The contract is renewed in full - with the remaining funds, bonus points and connected services.
If there are no contacts of the owner of the contract or the need for an additional connection, it is possible to arrange a second connection at the address. In this case, the new owner will need to provide a copy of his passport with a photo, as well as a lease agreement, property document or passport (page with registration), to email address sale@site, or to the company office. The letter must indicate a contact phone number
Is it possible to pay not the full amount during financial blocking?
To activate the account, you must pay a monthly subscription fee for all connected services and the amount of debt on the account
I have registered hacking attempts, what should I do?
It is necessary to send log files (date and time of request, IP address of visitor) to [email protected].
The OnLime company will identify the subscriber of the NCS network and take action.
My firewall is showing a port scan, what should I do?
The procedure for writing off funds and financial blocking
The billing period for the provision of services is a calendar month. When services are provided during an incomplete calendar month, their cost is calculated in proportion to the number of days actually worked.
The amount of daily funds debited from a personal account is calculated using the formula:
Sezh = Тп/N, where
Sezh - the amount of daily write-off, rub.;
Тп - the amount of subscription fees (including equipment fees) for all periodic services to which the subscriber is subscribed, taking into account the selected tariff plan
N is the number of days in the current billing period for the provision of services, taking into account calendar months;
When a financial block occurs, in order to activate services, you must pay the full amount of the monthly subscription fee and pay off the debt, if any.
Interactive TV 2.0, WEB portal itv.rt.ru, iOS/Android mobile applications, SmartTV (OTT)
TSTV (Program Archive) and PauseLive (viewing control) functionality is not available on the following TV channels and for the following products*:
First channel
Discovery channel
Discovery Science
Discovery channel HD
Animal Planet HD
Discovery Science HD
*The viewing control functionality on these TV channels will also not be available to IPTV subscribers authorized under the “Multiscreen” functionality.
Viewing control - Channels with recording disabled
Interactive TV 2.0 - List of TV channels for which recording is disabled:
| Channel | Button |
|---|---|
| First channel | 1 |
| First channel HD | 900 |
| Match TV | 3 |
| Match TV HD | 902 |
| Discovery channel | 207 |
| Discovery channel HD | 916 |
| Animal Planet | 208 |
| Animal Planet HD | 917 |
| Discovery Science | 223 |
| Discovery Science HD | 937 |
| TLC | 400 |
| TLC HD | 938 |
| ID XTRA | 227 |
| DTX | 222 |
Interactive TV - List of TV channels for which recording is disabled:
| Channel | Button |
|---|---|
| MATCH TV | 3 |
| MATCH TV HD | 419 |
| Russian night | 801 |
| CANDY | 804 |
| Ooh la la | 806 |
| All TV | 0 |
| All TV | 100 |
| TV1000 Premium | 918 |
| TV1000 Megahit | 919 |
| TV1000 Comedy | 920 |
| Viasat Nature/History HD | 921 |
| Amedia Premium | 931 |
| Viasat Golf HD | 933 |
| Viasat Sport HD | 934 |
| AMEDIA HIT | 929 |
| Brazzers TV Europe | 803 |
| A1 HD | 930 |
| KVN TV | 402 |
Some ports are blocked! Why?
To prevent unauthorized access to subscriber equipment, the operator blocks the following ports in incoming subscriber traffic:
TCP/25 - preventing spam activity;
TCP/135-139, TCP/445 and UDP/135-139 - Ensuring the security of systems running under MS Windows;
TCP/23, TCP/161, UDP/69 and UDP/161 - Protection of client equipment;
TCP/UDP: 5555, 7547, 30005, 8999, 6264, 3000, 58000, 8099, 30006, 8001 - Ensuring system security.
What to do if the Internet does not work?
The first step is to check whether the cable is connected to the network device (router or network card), and also check the connection settings. If everything is in order, then you can reboot the router. It is worth checking the status of your account; it is quite possible that the account has run out of funds. If all else fails, please contact technical support by phone 8 800 707 12 12 .
Online in Moscow is an Internet provider that provides clients with access to high-speed, uninterrupted Internet. He is a representative of Rostelecom (rtk, rostelecom) in Moscow. It also provides services for connecting digital TV, security alarms, installing a home telephone and providing many services. related services to your subscribers.
For the convenience of clients, the official website http://www.onlime.ru has a personal account (LK). It allows you to view the necessary information at any time and resolve most work issues.
How to log into your personal account?
To enter your personal account, you need to go to the appropriate tab, which the client can easily see in the upper right corner of the site. A window will appear asking for your username and password. When you first log in, you must register in the system. To do this, you need to click on the line “Forgot your login or password?” in the window. Help for data recovery will open, and the first method indicated there is the initial registration (authorization). Enter your personal account number in the top line, and your mobile phone number in the bottom line (which is indicated in the agreement concluded between you and the company!), check the “I agree to the rules” checkbox and click “restore”. 
A “login + password” pair will be sent to the specified number to enter your personal account. This is the data that should now be entered. If you forget your login or password again, click again on the line “Forgot your login or password?” and follow the directions.
Personal account features
In the online personal account, a subscriber can:
- find out your current balance, top up your account if necessary;
- see the amount of accrued bonuses (in money), spend bonuses;
- see the features of a tariff plan or service package;
- track the movement of finances in the account by period;
- connect or disconnect services;
- view current information on offers within the tariff used or the purchased service package;
- change the tariff or purchase additional services;
- subscribe to the company's SMS newsletter;
- contact support;
- set opening control certain group sites. For example, if children use the Internet in the house, parents can set specific restrictions on the content of sites;
- leave a request for Maintenance or solution to a problem that has arisen.
All important information for the subscriber (current balance, amount of points, days remaining before blocking, status) is grouped in a large block on the right, in the Personal Account menu. The block is displayed regardless of the current actions in the personal account. You can top up your account right in this block by clicking on the “pay” button to the right of the balance. The second option to top up your account is to click on the corresponding item in the main menu. For the convenience of customers on the Online Internet, there are many ways to replenish an account.
To connect/disable services, you must go to the “Service Management” item. Remember that the new service will be activated no earlier than the next day (after 23.59 of the current day). Tariff changes are possible no more than once a day.
Functionality and additional services of your personal account
Other services that can be obtained in your Online account:
- "Promised payment". If the balance is zero, the client is given the opportunity to use the services for another month, but for this month he will need to make a minimum monthly payment amount, otherwise, after the expiration of the grace period, the services will not be available;
- purchasing antiviruses. The most popular antivirus programs are available for purchase;
- "Like at home". Allows you to use Wi-Fi in the Moscow metro without authorization and intrusive advertising.
In your personal account, you can and should immediately register with bonus program– this does not happen automatically upon connection. To do this, you need to go to the appropriate tab. You can use bonuses to pay for services; the most popular item for spending bonuses is paying for the Internet in the amount of 50% of the amount. You can also see bonuses for referring friends (to get a personal link, go to the my onlime tab)
If you can’t log into your personal account, even though the client has followed the instructions on the website, he should contact the support service by calling the phone number listed on the company’s website.
Mobile app
For absolute comfort when working remotely with a provider, a subscriber can install the free Online mobile application on their smartphone, which will allow them to perform the necessary functions of their personal account directly through the phone. Mobile app does not allow you to change the tariff plan or connect new services, however, its main purpose is for the client to view the balance from almost anywhere in the world and make an instant online replenishment of the account or, in a difficult situation, use the “Promised Payment” service.
Technical support in your personal account
There are two ways to contact technical support through your personal account:
- call technical support (the phone number is indicated in the personal account);
- Call a specialist online directly in your personal account. To do this, click on the “Support – Personal Account Settings” tab and then select what you need from the drop-down list.
The most important thing is to keep your login and password strictly confidential so that other people cannot use your funds.
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