We had the same problem so I emailed them can't remember which address as it was buried in pages of info, the problem got fixed but no idea if it was the email that did it. I also on another recent occasion, when I had a problem, went into TTNET office in Fethiye and upstairs to the tech guys "not our problem" he says "we are Turk telecom" he advised us to go to TTNET. This after us signing up with the folk downstairs. So off to TTNEt shop and you guessed it "not our problem you need tech guys at Turk Telecom" I went through this rigmarole because I was also caught in the loop when ringing customer services. The problem did get sorted again but I don't know how or by whom the call out guys were contacted, when they came it took them all of 2 minutes to sort out the problem. Gosh I was miffed, really miffed.