Home » Services and Admin » ICT Service » Telephone Services » Mobile Services » Support

Open sidebar menu

Mobile Support

The following document details the level of support provided by ICT Service to EUI service mobile phones and internet keys.

The service provider, TIM, offers support via:

• its online Business Customer Care (for FAQs, guides and explanation of plans, flat rates, tariffs, additional options, ceilings, etc.);
• telephone call to 1928 (italian language only);
• any Wind Shop in Italy (for hardware and software issues).

Users can check for their traffic details by:

• Sending an SMS with "verifica traffico incluso" as text message to 4159 (the details will be referred to the previous 8 hours);

Cost details for all plans as well as roaming zones can be checked here (Excel file).

Frequently asked questions are being answered in our dedicated, internal FAQ page.

Support provided by ICT Service differs depending on the device:

• Standard EUI Mobile Phone (provided by the EUI)
• User-chosen (non-standard) Mobile Phone
• Personally-owned Mobile Phone (use of EUI SIM card only)
• Standard Internet Modem (Dongle)

 

 

Standard EUI Mobile Phone

• Support is available for:

1. administrative issues related to the contract (plans, flat rates, tariffs, additional options, ceilings, accounting, etc.);
2. configuration and troubleshooting of Email, Calendar services, EUI WiFi and eduroam;
3. installation, configuration and troubleshooting of standard software (MS Office applications, Skype and OneDrive);
4. troubleshooting, maintenance and servicing in case of hardware failure.

• Support should be sought via EUI Helpdesk.
• Support for 1) will be provided by Telephone Support. Support for 2), 3) and 4) will be provided by ICT User Support.

 

non-Standard Mobile Phone

• Support is limited to:

1. administrative issues related to the contract (plans, flat rates, tariffs, additional options, ceilings, accounting, etc.);
2. configuration of Email, Calendar services, EUI WiFi and eduroam (on best effort);
3. servicing in case of hardware failure.

• Support should be sought via EUI Helpdesk.
• Support for 1) will be provided by Telephone Support. Support for 2) and 3) will be provided by ICT User Support.

 

Personally-owned Mobile Phone

• Support is limited to:

1. administrative issues related to the contract (plans, flat rates, tariffs, additional options, ceilings, accounting, etc.);
2. configuration of Email, Calendar services, EUI WiFi and eduroam (on best effort);

• Support should be sought via EUI Helpdesk.
• Support for 1) will be provided by Telephone Support. Support for 2) will be provided by Portable Support.

 

Standard internet Key (Modem)

• Support is limited to:

1. administrative issues related to the contract (plans, flat rates, tariffs, additional options, ceilings, accounting, etc.);
2. driver installation
3. troubleshooting, maintenance and servicing in case of hardware failure.

• Support should be sought via EUI Helpdesk.
• Support for 1) will be provided by Telephone Support. Support for 2) and 3) will be provided by ICT User Support.