Question 1

How do I update my contact details?

Accepted Answer

You can update your phone number and email from the customer app or by visiting your nearest branch office with a valid ID.

Question 2

How do I use the customer app?

Accepted Answer

Download the customer app from Google Play or the App Store. Log in with your customer ID and password. You can check usage, pay bills, track FUP, manage packages, and create support tickets.

Question 3

How do I pay my bill?

Accepted Answer

You can pay via the customer app (iOS/Android), eSewa, Khalti, bank transfer, or visit any branch office. Online payment is available 24/7 at https://epayment.ispsupport.example.

Question 4

What happens if I miss a payment?

Accepted Answer

Your connection may be suspended after the due date. A late fee may apply. Reconnection is instant once payment is confirmed via eSewa, Khalti, or bank deposit.

Question 5

When is my invoice due?

Accepted Answer

Invoices are due on the date shown on your bill. You can check your due date and payment history anytime on the customer app or customer portal.

Question 6

Can I downgrade my package?

Accepted Answer

Yes, downgrades are allowed. The new rate takes effect from the next billing cycle. Contact customer support at 9801523051 to request a downgrade.

Question 7

How do I upgrade my package?

Accepted Answer

You can upgrade anytime from the customer app or by calling 01-5970050. The change takes effect immediately and the price difference is billed on your next invoice.

Question 8

What is 6G?

Accepted Answer

6G is our WiFi 6 (802.11ax) powered internet service. It offers 4x faster speeds, 75% lower latency, and 40% better coverage compared to standard WiFi 5. Powered by Nokia G-1426G-A dual-band router.

Question 9

What is the Fair Usage Policy (FUP)?

Accepted Answer

We apply a dynamic FUP to ensure fair bandwidth distribution. Heavy users (torrents, large uploads) may experience speed throttling. Check your FUP status on the customer app — green means within limit, yellow means approaching limit.

Question 10

Do you offer IPTV?

Accepted Answer

Yes. NetTV is our IPTV service with live TV channels, video-on-demand, YouTube streaming, and premium content via NetTV Premium (4000+ movies, 70+ web series). NetTV Streamz+ is also available as an upgraded IPTV solution.

Question 11

What is WiFi Express?

Accepted Answer

WiFi Express gives you free internet at thousands of hotspots across Nepal. Connect to the provided hotspot SSID with your credentials. Up to 5 devices per account. Guests can use the public hotspot SSID.

Question 12

What is your service guarantee?

Accepted Answer

We offer a money-back guarantee for slow internet. If our technical team confirms the issue is from our side, you get a refund for the remaining days in your package. We also provide 24/7 support via phone, app, and email.

Question 13

Do you provide WiFi 6 routers?

Accepted Answer

Yes. All 6G packages include a Nokia G-1426G-A WiFi 6 dual-band router. You can also add Nokia Beacon 1.1 or Beacon 3.0 mesh extenders for whole-home coverage.

Question 14

How do I restart my router?

Accepted Answer

Unplug the power cable from your ONU/router, wait 30 seconds, and plug it back in. Wait 2 minutes for the connection to sync. If the issue continues, check your FUP status on the customer app or contact support.

Question 15

My internet is slow. What should I do?

Accepted Answer

Try restarting your router. Check if multiple devices are consuming bandwidth. If the issue persists, call 9801523051 for 24/7 technical support. We also offer a money-back guarantee if the issue is from our side.

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