Reporting an Outage

Instructions for action and quick contact with the hotline.

What to do in case of an outage

Before reporting a problem, follow the steps below — they often help restore the connection quickly and speed up service:

Check if the problem occurs on only one device. If so, try reconnecting to Wi-Fi or testing another device.
Check power and cables: make sure the router (and ONT for fiber) are connected, and all plugs are properly seated.
Restart your equipment: disconnect the router (and ONT) for 30 seconds, turn on the ONT first, after 60s turn on the router, and wait 2–3 minutes.
Check the LEDs: PON/DSL — solid green = signal OK, blinking/red/off = line problem. Internet/WAN — solid green = online.
Test a wired connection: connect a device via LAN cable to the router. If it still doesn't work — the issue is not Wi-Fi.
If the Internet still doesn't work — report the outage. Have your customer number or PESEL and installation address ready.

Hotline 24/7+48 793 800 300 Landline+48 227 111 111

Technical Hotline Hours: 24/7, 7 Days a Week

Netia Helpline — phone numbers, hours and call costs

Which number do you call to reach Netia? Netia operates three main helpline numbers — depending on whether you're reporting an outage, ordering a service, or seeking general support. All calls are free from Polish mobile and landline networks.

Technical helpline 24/7 (Support for existing customers, complaints)

+48 793 800 300

Available 24 hours a day, 7 days a week

Netia's main technical helpline — reports outages for Internet, TV and mobile services. The agent will check line status on the network side and issue a ticket number. Have your contract number or PESEL and installation address ready.

Contact a Netia Representative (Ordering new Internet and TV services)

+48 883 334 124

Mon–Sun: 8:00 AM – 9:00 PM

Sales consulting — new contracts, plan changes, tariff matching. Languages: Polish, English, Ukrainian. Available for new and existing Netia customers.

Netia landline helpline (Support for existing customers, complaints)

+48 22 711 11 11

Available 24/7

Netia's standard landline number — an alternative to the mobile hotline, useful when calling from a home phone or when 793 800 300 is busy.

When should you call the Netia helpline?

Most common reasons customers call the Netia helpline:

Internet or TV outage — no signal, blinking PON LED, decoder error on 4K box.
Checking ticket status — when you've submitted a request online and await confirmation.
Rescheduling a technician visit — postponing installation or service within 24h.
Billing and invoices — questions about charges, payment method changes, missing documents.
Updating contract details — correspondence address, invoice details, SMS contact.
Contract termination — call 22 711 11 11 or use the Netia e-BOK self-service portal.

Cost of calling the Netia helpline

All Netia helpline numbers (793 800 300, 22 711 11 11, 883 334 124) are free from Polish mobile and landline networks — charged according to your operator's tariff. International callers pay standard roaming rates. Agents do not charge any additional fees for the call.

Last updated: 13 May 2026