• What is Subscriber Website?
• Main features of the subscriber website
• What it looks like
• FAQ

What is the Subscriber Website?

It is an additional interactive service for Volia subscribers that allows them to manage the terms of receiving and using the company's services at any time. Every subscriber can check his or her account balance on-line for every service he or she is subscribed to and manage individual service features. (More details in Main Features of the Subscriber Website).

Direct link to the subscriber website: https://stat.voliacable.com:8443/ktvinet/

Two versions of the website are available, in Russian and English. To access the website, type in the number of your contract and the password you were given at the time of subscription. If you lost the information, just click on the Enter button, leaving the fields «contract number» and «password» empty. In the pop-up window, select Restore Password and fill in the information. The password will be mailed to your voliacable.com e-mail.

If you do not have a voliacable.com e-mail yet, you can obtain the password by visiting one of our contact centers with your passport and contract.

Go to the Subscriber Website

Main Features of the Subscriber Website

• See account balance and payment history for each of the four services: digital TV, Internet, decoder rental, modem rental.
• Suspend/activate a service.
• Change subscription (digital TV) or tariff (Internet) plans.
• Generate your bills and replenish account.
• Instant confirmation of a paid bill: information instantly gets into the system and prevents automatic service disconnection. You can do it in the section "Payment confirmation" by entering your invoice number (all digits before the slash).
• Set up or cancel the Subscriber Credit function for using Volia's services (since 15.08.2006).
• Edit contact information, change website password to access statistics, or edit IVR access passwords.

Go to the Subscriber Website

What It Looks Like

Main page		Personal info
Digital TV Service Management		Internet Service Management
Digital TV Debits and Credits		Internet Traffic Breakdown
Voice Communication Service Information

Go to the Subscriber Website

FAQ

1. Why is the subscriber website convenient?
2. How do I change my tariff plan?
3. When can I get disconnected?
4. What is Subscriber Credit?
5. How do you get disconnected automatically when your account balance drops to the minimum balance requirement?
6. What should you do when your account balance is up and you are disconnected? How can you restore service?
7. What options do you have to pay for the company's services?
8. What should you do if the bank did not transfer your payment in time?
9. What should you do if you made a mistake when transferring the money?

1. Why is the subscriber website convenient?

Service is disconnected automatically when your account balance reaches zero. The subscriber website allows you to monitor your payments and replenish the account in time to avoid disconnection.

Using the website, you can generate your own bills and pay for the services at your convenience without having to rely on the postal service. Payment confirmation will help you to avoid disconnection if your payment was late (e. g. on the last day of the month) or when you were temporarily disconnected and wish to restore the service (see Question 3).

2. How do I change my tariff plan?

You can change your tariff plan once a month. The service must be active and your account balance should be no less than 50% of the price of the tariff plan you wish to switch to. The Subscriber Department should confirm change of tariff plan by sending a message to your e-mail address indicated in the contract. The change becomes effective on the following day.

3. When can I get disconnected?

In accordance with the Regulations, the company provides services to subscribers only when their account balance is positive (≥0). If there is an outstanding amount on the subscriber's account at the end of a billing interval and the subscriber has taken no further steps so as to:

• confirm bill payment via the statistics website
• notify the service provider about the payment being made by other means
• the Credit option was not activated,

the service will be disconnected automatically (service suspension).

4. What is Subscriber Credit?

Starting on August 15, 2006, Volia's customers who wish to have access to service not only when their account balance is positive have an opportunity to obtain credit for each service they get. You can obtain credit on your own by going to the Section Crediting on the statistics webpage https://stat. voliacable. com:8443/ktvinet/main.do.

You can get credit for 100% of your monthly tariff plan or subscription plan. If the monthly tariff plan is less than UAH 30, you will get credit for UAH 15.

To get credit, you should select the appropriate option and save the changes. You will see a message describing the terms of credit and will be asked to confirm acceptance.

5. How do you get disconnected automatically when your account balance drops to the minimum balance requirement?

In accordance with Clause 5.6 f the Regulations, the billing system measures the volume of traffic every 15 minutes and it is reflected on your account balance status in real time. Based on data received from the equipment, the billing system may disconnect the subscriber and send the corresponding command to the equipment, which will be executed within 30 minutes. Therefore, between the moment of exceeding the disconnection threshold and disconnection itself the subscriber can receive extra traffic, which will be billed (e. g. statistics will show that service was disconnected when the debt was UAH 1.6).

6. What should you do when your account balance is up and you are disconnected? How can you restore service?

If you suspended the service on your own (e. g. you left town for a long time), it can be restored when your account balance is at least 50% of your tariff plan. Service will be resumed in accordance with the current tariff plan and activated within 30 minutes.

When your service is disconnected due to late payments, it is best to do the following.

• Go to the appropriate section of the Subscriber Website and generate a bill indicating an amount you wish to replenish your account for. Open the bill (to do that, you should have Acrobat Reader on your computer) and print it out if you are going to pay at a bank.
• Confirm bill payment by typing in the number of the bill in the appropriate field. By doing so the subscriber informs the billing system that he or she is going to pay the bill and opens a line of credit for a certain period of time, which currently is 10 calendar days.
• After the next billing session (every 15 minutes), the billing system will register the presence of the line of credit and allow the subscriber to use the services. The subscriber should activate (connect) the service in the appropriate section of the Subscriber Website.
• By generating a bill for further payment and entering its number into the billing system, the subscriber can restore VBB and VPTV services on his own within 15-30 minutes.

7. What options do you have to pay for the company's services?

The fastest and most advanced payment method is to pay by payment cards using the Internet.

Even during temporary disconnection, every subscriber can access the websites www.portmone.com.ua and www.portmone.com.ua Volia's website has a page called Pay online, which has a list of payment systems. The subscriber can pay for services using popular payment systems, such as Webmoney, Internet Money, NSMEP (National System of Mass Electronic Payments), Privat-24, and others.

At www.portmone.ua you can pay for the services using bank cards such as Visa, Visa Electron, or MasterCard. Money will be credited to your subscriber account within 15 minutes of making the payment.

You can pay via www.volia.com even if you are temporarily disconnected. The website can be accessed any time.

8. What should you do if the bank did not transfer your payment in time?

The subscriber can pay for services using bills generated and printed out independently or received by mail at any bank in Ukraine.

However, Volia will credit the subscriber's account only after receiving payment information from the bank. There is a time lag of 3 to 7 business days during which information from the bank will be received by Volia's billing system. During that period of time, the subscriber can confirm payment by typing the payment slip number in the appropriate field on the Subscriber Website. After that the subscriber gets a 10-day line of credit for the amount indicated. The account balance, however, does not change until payment is credited to the subscriber's account.

If needed, the subscriber can present a copy of the paid bill personally at one of our customer service points, after which he or she will receive a line of credit for the amount paid until the money is credited to the subscriber's account.

9. What should you do if you made a mistake when transferring the money?

The money will remain on your subscriber's account until it is drawn on in full as you use the services. If you make a mistake in the amount of payment transferred to your subscriber's account, you should submit a request for refund in writing to one of our customer service points. After account has been verified and found to be in compliance, the amount will then be refunded.

Go to the Subscriber Website