Help and Technical Support
If you are in need of help or technical support for your home, please check the help topics listed below with ideas to address your concerns. If your concern is not covered in the topics below, or if you were not able to fine the right solution, please use the support contact form to request further assistance.

In case your electricity temporarily goes out, please check the electricity fuses inside your apartment. If all the fuses in your apartment are in the ‘up’ position, please check the main fuse. The main electricity fuse is located on the electricity counter, which may be found inside your apartment; or inside your building’s electricity counter room, which is usually located in the courtyard or in the basement of the building. If the main electricity fuse is in the 'down' position, and it is not possible to raise it to the 'up' position, then your electricity has been switched off due to unpaid electricity bills. Please contact your electricity provider to settle any outstanding bills. You will find information on how to pay electricity bills in the bills section.

If the main fuse is in the 'up' position, yet you still don’t have running electricity, please contact your energy provider about the issue. The name and contact details of your electricity provider are indicated on your electricity counter, and your electricity bill, if available. The two most commonly found energy providers are:

A2A: +39 02 36 60 91 91; Enel: +39 803 500

When calling your electricity provider, you will need to have at hand your Codice Fiscale, and the POD number of your electricity counter. The POD number is a long number starting with the letters IT, and is accessible by pressing the grey button on the front of the electricity counter.

In case your gas is off, please check if all gas valves are in the open position, which is parallel to the gas pipe on which they are located. In case the valves are all in the open position, please check if all gas bills have been paid, and please contact your energy provider. You will find information on how to pay gas bills in the bills section. The name and contact details of your electricity provider are indicated on your electricity counter, and your electricity bill, if available. The two most commonly found energy providers are:

A2A: +39 02 36 60 91 91; Enel: +39 803 500

When calling your gas provider, you will need to have at hand your Codice Fiscale, and the number of your gas counter. The number of the gas counter is indicated directly on the front of the counter.

In case your internet does not work, please check if all the control lights on your internet modem are on, and please check if the line cable is correctly plugged into the modem and into the line socket in the wall. In case one or more of the lights are off, please reset the modem. If the internet still does not work after resetting it, please make sure that all internet bills have been paid please contact your internet provider. You will find information on how to pay internet bills in the bills section. The name and contact details of your internet provider are indicated on the bottom or back side of the modem. The most commonly found internet providers are:

TIM: 187; Wind: 155; Vodafone: 190; Fastweb: 192193

In case you have no hot water or heating, please check if your house has its own water boiler. If your house has a water boiler, please check if the boiler is on, and if electricity and gas are running. If the boiler is on, but hot water or heating is not running, please reset the boiler by switching it off, and then on. If hot water or heating is not running after resetting the boiler, please check if the boiler has a pressure gauge on it. Please check the instructions booklet of your boiler to check what is the recommended pressure for your boiler. In case pressure is low, please locate the pressure valve, which is a small, grey or black valve, usually located on the underside of the boiler. Please gently open the valve and let the pressure gauge rise to the recommended pressure for your boiler, then close the valve.

If after following these steps there is no hot water or heating, please contact your boiler manufacturer. The name of your boiler manufacturer is indicated on the boiler. The most commonly found boiler manufacturers are:

Vailant: 800088766; Berretta: 199133131; Ariston: 0732633528

If your house does not have a water boiler, please contact your landlord so that the building administration may be alerted to your hot water or heating issue, which will be connected to the central water or heating installation.

In case your air conditioning is not blowing air, or blowing warm air, please check if electricity is running, and if the conditioners are set to cooling. The cooling setting may vary between conditioners; generally, the termostat and individual conditioners should be set to the snowflake symbol.

If after following these steps your air conditioning is not working, please contact your landlord to check if your house has a central, or individual air conditioning installation, and to contact the relevant technician.

If your air conditioning is leaking water, please immediately inform your landlord.

In case a sink or shower drain in your house is not draining water, please check if there are no objects or residue obstructing the drain. In case there is nothing obstructing the drain, please contact your landlord for assistance.

If you notice water leaking into your apartment, either in the form of water droplets entering your house, or a wet stain appearing on a wall; please photograph the leak and contact your landlord immediately, providing the photos to your landlord.

If you have left your house without your keys or you have lost your keys and you are unable to get back inside, please contact your landlord to ask if they have a spare copy of your key. In case there is no spare copy of your key, please ask your landlord for authorization to call the fire department or a locksmith for help. A locksmith will be able to enter your house and change the locks, in case you have lost your key. The fire department will be able to force your door open. They will request proof that you live inside your house, such as your rent contract or utility bills with your names on them. You may reach the fire department at:

European Emergency Number: 112

Please make sure that you request your landlord's authorization before calling a locksmith or the fire department. Please note that you may be liable if a locksmith or the fire department cause damage to your house door.

If one of the appliances in your house is not working, please check if electricity is running, if the appliance is plugged in, if all electricity fuses in your apartment are in the up position, and please consult the instructions booklet of the appliances for possible solutions. If the appliance is still not working after you have verified this, please contact your landlord to see if the appliance is under guarantee, and to contact the appropriate technical support service.

In case the electricity, gas, or internet bill of your house is set in your name, then you will receive the bill by mail. The letter containing the bill will also contain a payment slip, known as a 'bolletta' in Italian. You may pay the payment slip at any office of the post office; any tabaccheria (tobacco shop); at some supermarkets; or if you have an account of an Italian bank, at an ATM of your Italian bank or through the online banking function of your Italian bank. Some payment slips may also be paid by bank transfer. If that is the case, you will find the full bank details directly on the payment slip.

Waste is separated between organic waste (brown bin), glass (green bin), paper waste (white bin), plastic and metal waste (yellow bag in a steel bin), and general waste (transparent bag in a steel bin). You will find the waste bins in the courtyard or basement of your building. Waste separation is obligatory in Italy, and failure to follow the rules may result in fines.

Please remember that keeping your house in a good, clean state is one of your duties as a tenant. If you are looking for someone to help you in cleaning your house, we suggest that you contact our partner Helpling. They are a network of insured cleaning professionals. You may order their services through their website:

www.helpling.it

If you are looking for someone to help you with your laundry, we suggest that you contact our partner Mamaclean. They offer a pick-up and delivery service for your laundry. You may order their services through their website:

www.mamaclean.it

Contact Support
In case you were not able to find the right solution to your technical issues, please press the button below to request further assistance through our technical support contact form.

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