When you are in Italy
From Italy, Customer Service Vianova is available on the toll-free number 145 every day from 8.00 am to 10.00 pm, including holidays. Calls to the number 145 are free from cell phones, regardless of the operator.
Customer Service
Call 145 – we pick up within three rings.
Working alongside you means listening carefully to your requests and taking care of your needs, without wasting your time with recorded messages.
Our Customer Service team operates exclusively with direct employees and it guarantees the quickest response times on the market: just three rings of the phone to speak directly to an operator, with no automatic responders. The Customer Service team operates exclusively from Italy All Vianova’s employees are hired on permanent employment contracts.
95.7%
the percentage of calls that we answered within 3 rings in 2023
Average response time
numero di squilli
1
2
3
january 2024
1.16 squilli
february 2024
1.15 squilli
march 2024
1.25 squilli
april 2024
1.22 squilli
may 2024
1.26 squilli
june 2024
1.22 squilli
july 2024
1.29 squilli
august 2024
1.36 squilli
september 2024
1.33 squilli
october 2024
1.33 squilli
november 2024
1.26 squilli
december 2024
1.27 squilli
Quality and efficiency at your service
Our Customer Service is divided into four business processes: Inbound, Outbound, Provisioning, and Assurance. Each process involves teams of highly trained people to guarantee the best possible service quality. Our staff specialize in promptly resolving any technical, commercial, or administrative issue.
Inbound
- We answers your calls within three rings.
- If all Customer Service Operators are simultaneously engaged in other conversations, your number will be saved and you will be called back within a few minutes.
- In the event of a fault, we open a ticket and forwards it to the NOC.
- We thank you for your cooperation when receiving a complaint.
Outbound
- We inform you about news regarding technical and commercial improvements to our Offer.
- We monitor your access lines and notifies you immediately in the event of a fault.
- We give you an alert in case of long calls.
Provisioning
- We handle your orders in line with the agreed time frames.
- We update you on the progress of the order.
- We take care of the installation of the equipment at your premises.
Assurance
- We handle the resolution of technical network problems directly and at your company’s premises.
- We provide technical support via phone to your networking and telecommunication consultants.
Customer Service 
Vianova is always on your side
When you are abroad
From abroad, Customer Service can be reached at +39 3783 145 145: with Vianova Mobile, calls are free from the EU, while the costs set out in the international rate lists apply for calls from outside the EU.
