Frequently asked questions
Fourteen answers covering packages, installation, billing and the technical details people actually ask about.
Packages
Yes. Every residential plan is unmetered — we do not throttle your line to 1 Mbps after a data cap. We manage congestion with fair-usage shaping at peak hours so one heavy user cannot spoil a shared segment.
A shared plan is contended with other subscribers on the same segment, which is why it costs less. Dedicated bandwidth is reserved for you alone, so a 20 Mbps dedicated circuit delivers 20 Mbps at all hours.
Any time. Upgrades take effect immediately once the invoice is cleared, and downgrades apply from your next renewal cycle. There is no downgrade or upgrade fee.
Installation
Inside our fibre footprint it is usually same day for orders confirmed before 2 PM, and never more than 72 hours. Areas needing a fresh fibre extension take longer and we tell you the expected date up front.
Nothing beyond a power point. We supply the ONU and the drop cable. If you already own a WiFi router you can keep using it; otherwise we can supply one with the connection.
Standard installation is free in covered areas on a yearly subscription. A one-time activation fee applies on monthly plans and for cable runs longer than 60 metres.
Billing
Through the client portal with bKash, Nagad, Rocket, card or internet banking, or by cash at any collection centre. A receipt is generated automatically and appears in your portal immediately.
Your line stays active for a 3-day grace period after the due date. After that it is temporarily suspended and restores automatically within minutes of the pending amount being paid — no reinstatement fee.
Yes. Send us your company name, BIN and address and we will issue VAT-compliant invoices from the next cycle onwards.
Both. Monthly is fully flexible. Annual prepayment earns a discount and includes free installation and the ONU.
Technical
A wired speed test will show your full package speed. Over WiFi the ceiling depends on your router, its placement and your device — on 5 GHz with a modern device expect 70-90% of the plan speed.
Yes. Our core is directly peered with local content caches and major CDNs, and we keep latency to regional game servers low. For competitive gaming ask for a static IP and we will tune the profile.
Static IPv4 is available on request for a small monthly fee, and IPv6 is enabled by default on all fibre plans at no extra cost.
Absolutely. Your ONU can be bridged on request so your own router or firewall gets the public address, which is what most business customers choose.
Cannot find your answer? Our support desk is on 16247 around the clock,
or you can send us a message and we will reply
within one business hour.
Prefer to just ask a human?
Our team answers the phone day and night. Ask about coverage, packages, or anything technical.