Hotline
Talk to a human 24 hours a day, every day of the year.
16247
Support centre
Real people, available 24 hours a day, who can read your ONU status while you are still on the line.
Send a message and share a photo of your equipment if that helps.
+880 1700-000000
Best for documents, VAT details and anything needing a paper trail.
Client Portal
Pay bills, download invoices and raise a ticket any time.
Open portal
Hotline 16247 is staffed 24/7, including public holidays. Keep your client ID
handy — it lets us pull your connection history instantly.
Fix it yourself
Guides that solve most problems in five minutes
Nine out of ten issues we handle on the hotline are solved by one of these. Start here and you may not need to call at all.
No internet at all
Start here when nothing loads on any device.
- Check the ONU lights — a red or unlit PON lamp means the fibre link is down.
- Power-cycle the ONU and router: unplug both, wait 60 seconds, plug the ONU in first.
- Try a different device and a different cable to rule out your own hardware.
- Look for a physical fibre break — a tight bend or a crushed drop cable behind furniture.
- Still down? Call the hotline with your client ID; we can see your ONU status instantly.
Slow speed
When the connection works but feels sluggish.
- Test with an Ethernet cable to separate the line from your WiFi.
- Confirm you are connected to the 5 GHz band, not 2.4 GHz.
- Move the router into the open, off the floor and away from metal.
- Close background backups, cloud sync and software updates.
- Compare your wired result against your package speed before raising a ticket.
WiFi coverage gaps
Good speed near the router, nothing in the far room.
- Centralise the router — corners halve your usable coverage.
- Raise it to waist height or above; avoid cabinets and shelves.
- Switch to 2.4 GHz for distant rooms, 5 GHz for speed nearby.
- Consider a mesh system for multi-floor homes or thick walls.
- Ask support to inspect the drop cable and splitter ratio.
Billing & payment
Understand your invoice and clear a due amount.
- Open the client portal and review the pending invoice line by line.
- Pay with bKash, Nagad, Rocket, card or internet banking.
- Your receipt is generated automatically and stored in the portal.
- Bills stay payable for 3 days past the due date before suspension.
- Paid but still suspended? Send the transaction ID and we will restore in minutes.
Escalation
What happens after you raise a ticket
Every ticket gets an owner and a clock. If it is not resolved inside the tier window, it escalates automatically — you do not have to chase it.
| Priority | First response | Target resolution |
|---|---|---|
| P1 — Total outage | 15 minutes | 4 hours |
| P2 — Degraded service | 30 minutes | 8 hours |
| P3 — Single device | 2 hours | Next working day |
| P4 — Enquiry | 4 hours | 48 hours |
Common questions
Answers before you call
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.
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.
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.
Still stuck? We will take it from here.
Call 16247 any time, or send a message with your client ID and a description of what you are seeing.