YOU ASK THE EMPLOYEES OF OUR CUSTOMER CARE DEPARTMENT ANSWER If you dial * 11 on your mobile telephone, you will certainly do so because you have a problem or you need quick and professional help or advice. And you are right, because this is precisely the number at which a team of our specially trained employees, prepared to be immediately at your disposal, is ready 24 hours a day, 7 days a week. With regard to the fact that some of the questions with which you turn to these employees are very often repeated, we take this opportunity to acquaint you with the answers to them. We hope that we will thus contribute even more to your better orientation in the services of the EuroTel Company. 1. Mailbox How to activate your mailbox? What is the security code for access to the mailbox at the first contact? How to set-up forwarding in your mailbox? What to do if you have forgotten the security code for access to your mailbox? - All new customers of the EuroTel Praha Company are automatically assigned a mailbox of the PRAKTIK type. This means that a new customer need not ask for activation of his mailbox. - The pre-set security code is 9999 (we recommend to you to change it as soon as possible). - In order that the incoming calls might be forwarded to the mailbox and the caller might leave a message in the box, it is necessary to set up forwarding of calls in the menu of the telephone (either forwarding of all incoming calls = immediate forwarding, or forwarding of calls under certain circumstances = conditional forwarding). At the same time it is necessary to select a number to which the calls will be forwarded, which in the case of a mailbox is + 420 602 999 999. - If you change the security code for access to your mailbox and forget this new code, no serious harm will be done. All you need to do is to call *11 and our employees will verify your telephone number and your identification number and change your security code to 123. (Your stored messages, if any, will be retained in your mailbox even after this change of security code.) (You can find any further necessary information in the User's Guide to Voice Mail Services.) 2. Identification Number What is the identification number? Where can I find the identification number? What changes can I make through my identification number? - The identification number is a secret number which, for reasons of protection, is always communicated to the subscriber who has concluded a Contract on the Provision of Services with the EuroTel Praha Company in a registered letter. The identification number is used for the identification of the EuroTel subscriber in his or her contact with the Customer Care Department (for example when implementing changes or when giving information relating to the respective telephone number.) - The identification number serves to implement changes through the Voice Information System or when speaking to the Customer Care Service operator. - The changes implemented through the Voice Information System (calling at *11 or 0800 1 80011) and the numerical sequences for setting on the respective service (the Czech sequences): - Temporary disconnection due to theft (1-2-1-1-1) - Temporary disconnection for holidays (1-2-1-1-2) - Reconnection after holidays (1-2-1-1-3) - Connecting to the Text Messages service (1-2-1-2-1-1) - Connecting to the Regular Detailed Account service (1-2-1-2-2) - Connecting of the Calling Line Identification Restriction service (1-2-1-2-3) - Connecting to the service Signalization of the Incoming Call (1-2-1-2-4) - Connecting to the service International Roaming (1-2-1-2-5) - Change in the Programme of Services for GSM Customers (1-2-1-3 - GSM offer) - Change in the Programme of Services for T!P Customers (1-2-1-3 - T!P offer) - There are already several dozen changes which may be implemented within the framework of the services used and a great deal of information which may be obtained on the basis of the identification number when talking to our operators. That is why we recommend you to contact always the Customer Care Department, at the telephone number *11 from a mobile phone. The employees of this department, upon verifying your identification number, will arrange immediately, by telephone, for the implementation of the requested change. 3. Text Service How to activate the text service? How to set-up the number of the SMS Centre? - Every customer of the GSM network has an automatically activated service Receipt of Text Messages, which means that every customer may receive text messages in his mobile telephone. - To be able to dispatch text messages it is necessary to activate the Text Messages Service, which can be done either through the Voice Information System (see Question No. 2 - Changes Implemented through the Voice Information System) or through a telephone call to an employee of our Customer Care Department or, as the case may be, through a written request sent to the fax No. 02/6701 6733 or to the address EuroTel Praha, spol. s r. o., Sokolovská 855/225, 190 00 Praha 9. - As soon as you have activated the Text Messages Service, it is necessary to store the number of the SMS Centre in the form: + 420 602 909 909 in the set-up of your GSM telephone (the concept of the Text Message Centre may be variously named in the individual telephones, e.g. Message Centre, Message Centre Number, Service Centre). (You can find any further necessary information in the User's Guide to the Text Service, GSM InfoText and SMS Plus.) In case of further questions do not hesitate to turn to the employees of our Customer Care Department, who are at your disposal 7 days a week, 24 hours a day at the telephone numbers *11 (from a mobile telephone) or 0800 1 80011 (Calling at these numbers is toll-free on the territory of the Czech Republic.) EuroTel Praha, spol. s r.o. Customer Care Department Sokolovská 855/225, P. O. Box 49 190 00 Praha 9 Fax: 02/6701 6733 or E-mail address: www.eurotel.cz