Questions and Answers

How shall I get a listing?

PRIVATE CUSTOMERS

shop: coming personally with a valid identity card or passport

via Portal Dobre Stvari for the previous 5 accounting cycles

by calling the IVR 0639000 (option 1, then option 4)

BUSINESS CUSTOMERS

• 0639000 irrespective whether calling from his own or some other number with password only
• written request: should contain on the company memo a phone number, period for which specification is requested, seal and responsible person's signature. The request shall be sent to fax No. 0639002, mailed or e-mailed to address biznis.korisnici@telenor.rs or personally brought in shop (including the authorization for a person coming to take the specification on behalf of the business customer) If you want the specification is faxed to you, you should write on the request following statement: „ I shall hold either Telenor or its employees responsible for any damages I may suffer! “
• shop: seal and valid identification document (identity card or passport) or a request written on the memo including all above stated data and the authorization for a person coming to take the specification on behalf of the business customer (persons authorized by a responsible person may attach a personal card or passport as an identification document)
• via Business Portal

• In all cases except viewing specification in Telenor shop or via Portals the service will be charged 69 RSD. Specification is available for 5 completed billing cycles and for the current month.

Bill can be paid either with:

• Original invoice (post)
• Payment order (post, bank)
• Transfer order (business bank)
• With service PlatiMo
• Standing payment order (DINERS CLUB, KOMERCIJALNA BANKA, EFG EUROBANK, PRIVREDNA BANKA PANČEVO, PIRAEUS BANKA, POŠTANSKA ŠTEDIONICA, RAIFFEISEN BANKA, SOCIETE GENERALE, BANCA INTESA, UNIVERZAL BANKA)

How to advance a bill?

• payment order (post, bank)
• transfer order (business bank)

How to find out whether the payment was received by Telenor?

• via portal Dobre Stvari (https://www.dobrestvari.rs/),
• calling the IVR 0639000 and pressing the key 1 and then the key 3,
• entering the code *411#

How to change my bill address?

PRIVATE CUSTOMERS

calling the number 0639000

written request: should contain a photo copy of identity card, passport or driving license and, without fail, owner’s signature. The request shall be sent to fax No. 063/9001, mailed or e-mailed to address servis@telenor.rs

via Portal My Telenor (option Korisnički servis, Aktivacija usluga, then Usluge vezane za Vaš račun - Promena adrese za dostavu računa)

coming into shop with valid identification document (identity card, passport or driving license)

BUSINESS CUSTOMERS

0639000 irrespective whether calling from his own or some other number: identification based on the password

written request: should contain on the company memo a phone number, new address, seal and responsible person's signature. The request shall be sent to fax No. 0639002, mailed or e-mailed to address biznis.korisnici@telenor.rs or personally brought in shop

shop: seal and valid identification document (identity card, passport or driving license) or a request written on the memo including all above stated data

In case the business customer has changed the headquarters address, in addition to the request for company headquarters change, it is necessary to submit the VAT certificate issued by Tax Administration (not necessary if the change is registered on APR website).

Can I check the balance of toll-free minutes and messages within the post-paid system?

Information about toll-free minutes and messages can be viewed by using the code *311#.

How can I transfer ownership?

The subscriber number and potential owner need to come personally to Telenor shop and bring with them the same documentation as when contracting subscription.

In case the subscription contract holder has contract obligation based on purchased handset, in addition to the subscriber contract the new owner shall have to sign a Contract on the Contract Assignation, whereunder he undertakes to use the respective number up to the expiration of the contract obligation period.

More details...

Data transfer has been registered in my monthly bill, but I have not been using it. How is this possible?

Handsets of a newer generation, especially those with Symbian, Wndows Mobile and Android OS, can connect to the Internet without the owner's knowledge. This happens if certain applications and programmes are set to connect automatically. This issue is important if the user is using his handset in roaming, due to high prices of data transfer.

My bill is very high. Can I pay it in installments?

You can send a request for paying in installments.

PRIVATE CUSTOMERS

The request can be sent:
• by sending it, with information of the phone number and the debt that should be paid; request should be sent by fax on the number 0639001, by mail: Omladinskih brigada 90, 11070 Beograd or by e-mail on the adress servis@telenor.rs
• in Telenor or dealer shop or at an Xpress team representative

BUSINESS CUSTOMERS

Business customers should send their request on the firm's memo, signed and stamped by the responsible person, with all necessary data of the phone numbers and the debt that needs to be paid. The request should be sent via fax on the number 0639002 or e-mail to the adress biznis.korisnici@telenor.rs

If the request is granted, all the arriving bills in the future should be paid in due time.