Call the support line
Fastest route for anything urgent. Available 24/7, including Eid.
Support open 24/7
Support
Our support desk is staffed 24 hours a day by people who can actually change something on the network, not just log a ticket.
Message us on WhatsApp
Good for sharing a screenshot or a speed test result.
Customer self-care
Check your bill, pay online and see your usage history.
Visit our office
Come to the Mohakhali office for billing, new connections or hardware.
Support
Before you call, try these three things
Restart the ONU and the router - unplug both for a full 30 seconds, then power the ONU first.
Run a speed test with a LAN cable rather than WiFi, so we know whether the problem is the line or the wireless.
Check whether the ONU LOS light is red. If it is, the fiber is cut and we need to send a technician - tell us that straight away.
Still stuck?
Describe the problem and we will call you back. If it needs a technician we will give you a time window, not a vague promise.
Questions
Frequently asked questions
General
Inside our Banani and Mohakhali coverage area, most connections go live within 24 to 72 hours of confirming the order. If your building already has our fiber riser, it can be the same day. Buildings that need a fresh fiber drop may take a little longer, and we will tell you the exact date before you pay anything.
Yes. There is no monthly data cap and no FUP that quietly drops your speed after a certain volume. What is shared is bandwidth, which is why we publish the contention ratio for every package - 1:8 on entry plans down to 1:1 on dedicated corporate lines.
A public IPv6 address is included free on 80 Mbps and above. A real IPv4 address is available on any home package for an extra monthly charge, and it is included free on our top residential plan and on all SME and corporate plans. Real IPv4 is genuinely scarce in Bangladesh, which is why it is priced separately.
Yes. Upgrades take effect immediately and the price difference is adjusted on your next bill. Downgrades take effect from the start of the next billing cycle. There is no charge for either - just call or message us.
The installation charge covers the fiber drop and the ONU. A WiFi router is not included, but you can buy one from us at cost or bring your own. We will configure whichever router you use, free of charge.
Billing & payment
You can pay from the customer self-care portal with bKash, Nagad or a card. You can also send bKash or Nagad directly to our merchant number, or pay cash at our Mohakhali office. Always keep the transaction ID until the payment shows up in your portal.
Bills are generated on the 1st and are due by the 10th of each month. We send a reminder before suspension. If payment is still outstanding after the grace period the line is suspended, not disconnected - it reactivates within minutes of payment, with no reconnection fee.
If the new address is inside our coverage area, we shift the connection for a small relocation charge and usually complete it within 72 hours. Tell us at least three days in advance so we can survey the new building first.
Technical
Run a speed test over a LAN cable first, not WiFi - most "slow internet" complaints turn out to be a weak WiFi signal or an old router. Restart the ONU and router, then test again. If the wired speed is still low, call us and we will check the line from our end while you are on the phone.
BDIX traffic stays inside Bangladesh, so it travels a very short distance at full line rate. International traffic has to cross submarine cable capacity that every ISP in the country shares. Your package speed is delivered in full on BDIX and CDN content; international throughput depends on the upstream route at that moment.
Yes, our network is dual-stack. IPv6 is enabled by default on supported packages. If your router is more than a few years old you may need to turn IPv6 on in its settings - our support team can walk you through it.
Yes, with a real IPv4 address. Add it to any home package or take an SME plan where it is included. We do not block common ports, but please keep anything you expose to the internet patched - an unsecured DVR is the single most common way home networks get compromised.