FAQ

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What is the delivery time for SpeedUp service?

The process is, you need to book it online

Once we receive the booking, one of our team member will call you within 1-3 working days, depending on pending queue of waiting customers to get SpeedUpted.

Do I need to make any payment at the time of booking the order?

No you don’t need to pay anything at the time of booking the order. BOOKING is free of cost.

Are there any additional cost, that I am expected to pay besides installation charges?

A 30 meter CAT 5 cable shall be provided at no extra cost. However, if you need more or cable-laying through casing and capping will be charged at Rs.15 per meter. The same is payable directly to the authorised SpeedUp Installation executive.

Also if your building doesnt meet the signal requirements, we will need to do some height solutions like we will need a 20ft or 40ft pipe solution.

Most of the cases, a 20ft pipe does the job. But if your building is like 1-storey only, then for sure, a 40ft pipe is needed.

We need the customer to arrange this and then call us for final installation. If the customer needs us to get it arranged for them, you have to pay premium. So, its always better if you could get it arranged yourself and save the extra money!

For accessories like cable, you may ask for a tax bill from the SpeedUp representative, make sure, the tax is paid. And for pipe solution, you wont be receiving any tax bill, since its our of our service addon, but its just to met the signal requirements. So, you may either buy it yourself, or ask our team to get it for you, but SpeedUp accounts have nothing to do with the pipe solution, whatsoever.

What setup do I need at my residence or office in order to subscribe to SpeedUp service?

You absolutely don’t need anything, except a wireless router, if you are trying to use multiple devices. If it’s a single device, then you don’t even need the router. Our technician will install the wireless device on your roof top and then it will be configured to connect to the internet.

But yes, if your building doesnt meet the signal requirements, we will need to do some height solutions like we will need a 20ft pipe. A 20ft pipe solution cost around 1500 INR and the cement base (if needed) another 1000-1500 INR may be.

It completely depends on the feasibility team. Once the team checks the feasibility, they can tell you what you need and how much you would have to spend extra on that.

We need the customer to arrange this and then call us for final installation. If the customer needs us to get it arranged for them, you have to pay premium. So, its always better if you could get it arranged yourself and save the extra money!

What is the process of Service Delivery?

Service delivery of SpeedUp is as follows:
Authorised SpeedUp Sales representative will explain and finalise tariff plan based on your need.
Post placing the order you will receive a call from SpeedUp for verifying personal details: name, address, registered mobile number, email ID and tariff plan.

The authorised SpeedUp representative will visit subscriber’s premises. You are required to pay “Installation Amount + 1st 3 Months Rental Amount” to the authorized SpeedUp installation representative post successful installation.

Service installation will be done depending on our pending queue of waiting customers. In case of cheque payment, service activation shall be done once it’s cleared.

Post successful installation, SpeedUp representative will provide the Customer Application Form (CAF), which needs to be filled with complete and correct information. The following documents need to be submitted along with the CAF:
Valid Proof of Identity Valid Address Proof
1 Passport Photo
1 Government ID card

If you are a foreign national, following documents are required:
Copy of Visa Letter
Copy of Passport
Two local references: Name, Address, Mobile Number & email ID.

You will receive the User ID on your registered e-mail & mobile number.

After completion of installation, SpeedUp representative will assist you in generating your SpeedUp broadband password through the service login page. Do not share your username and password with anyone.

If I want to disconnect, do I get some kind of refund ?

NO, installation is non-refundable. There is no security deposit. You are the owner of your roof top device. If you want us to buy back your device while you disconnect, we may agree to pay you 1000 INR provided the device is in perfect working condition.

Can I disconnect in the middle of the subscription ?

Of course, not! Subscription amount, once paid is non-refundable.
So, you have to use your service, until you reach its expiry date. If you disconnect earlier, you will lose your subscription amount.

What speed is offered by SpeedUp for its service?

We offer speeds starting from 2Mbps up to 10 Mbps under wireless plans and upto 100Mbps for Fiber Plans. Those are the connection speeds, not the download speeds. Download speeds are as per the actual math and dependent on international servers or connectivity to them. No commitments and promises are done for Broadband Plans.

And broadband plan speeds are upto the speed figures.

What are the different types of plans offered by SpeedUp?

There are different kind of plans to meet your requirements. You need to decide yourself, what you exactly need. Just do not choose the smallest plan and repent later about it. Please visit our Plans & Pricing page to decide on it.

How do I do a Long Term recharge for my SpeedUp Account?

You can do a long term recharge by calling us or emailing us, and then we would be sending you the instructions to do it.

When can I start using my internet service?

You can start using the service IMMEDIATELY, post installation and realization of subscription amount, and verification of your KYC documents.

What are the devices I can use to access SpeedUp service?

You can access SpeedUp service from PC/Laptop/Smart Devices like tablets and smart phones.

What are the things I can do from my Online Self Care portal?

1. Check your profile
2. Change your password
3. Make your Payment History, Package History, Complaint History
4. Download Invoices
5. Check your Usage Details

How do I know what is the actual speed of my SpeedUp service?

You can check the speed of your SpeedUp connection by testing the speed on speedtest.net

Can I shift my connection from one location to another location within or across the city?

Service can be provided if our network is available in your new location. Shifting charges of 500 INR + tax will be applicable as per Company policy. You will need to provide your new address proof for installation & billing purpose.

How can I change my billing address?

In the event of address change or address provided with us is incorrect; you can update your address by contacting SpeedUp Care at 02832-221440,9979541440 or emailing to [email protected] and submitting a proof of new address.

Can I change my tariff plan?

You can change your tariff plan only after your current subscription is over and you have to inform us by email before 48-72 hours about the plan upgrade or downgrade. Please email to [email protected] for any such plan change queries.

What are the documents I need to submit along with the Subscriber Registration Form?

For Residential users :
1. Govt ID Proof (PAN Card, Adhar Card, Voter Card, Driving License)
2. Address Proof (BSNL bill, Rent Agreement, Electricity Bill)

For Office users (Sole Proprietorship Firm) :
1. Govt ID Proof (PAN Card)
2. Extra Documents (Service Tax or VAT ID Registration Certificate)
3. Address Proof (BSNL bill, Rent Agreement, Electricity Bill)

For Office users (Private Limited or Public Limited Firm) :
1. Govt ID Proof (PAN Card)
2. Extra Documents (Certificate of Incorporation, MOA and AOA only front pages)
3. Address Proof (BSNL bill, Rent Agreement, Electricity Bill)

What are the charges for Static IP?

Static IP is chargeable at Rs.2000+tax per annum.
Static IP is auto renewable service and billed in advance for a year.

What is a static IP?

Static IP is a permanent address given to any internet enabled device such as Web server, mail server, and video surveillance camera. Static IP enables you to communicate with the Internet enabled device over the internet.

What should I do when I face issue with Broadband?

You can reach SpeedUp Care team through various ways,
A. Call us at HelpLine No. 9979541440, 02832-221440
B. Send a SMS – SpeedUp HELP JSXXX to 56161. NOTE – The XXX should be replaced with your username.
C. Email to [email protected]

Is my existing ADSL router going to work with this new connection ?

No! You need a wireless router to turn your premises into a wi-fi space.
So, your existing ADSL Router is not going to work.
You will need to buy a wireless router only.

Will the SpeedUp Team setup our in-house WiFi ?

We are not responsible for your wi-fi issues at your home or premises. We will simply configure your wireless router and thats all. If you need wi-fi setup done for your home or office, that is a new service all together and we can surely quote you for the same. Please drop an email to [email protected]

Can I get some discount ?

We would not want to compromise our service or support quality by giving you a false assurance in the name of discount. So, lets not talk about it.

How do I get rewarded if I recommend my friends to SpeedUp ?

We have an amazing “Rewards Program” where you get paid just by referring anyone to SpeedUp.
You may read the details about it here.
All you need to do is, register yourself as an SpeedUp affiliate and give your affiliate name to your friends or relatives. So, when they book the connection online, all they have to do is, enter your affiliate name in the referral field and thats all. At the end of each month, we send the payout. You may either choose to get the payment directly to your bank account or just get it deducted from your next month invoice.

Can I ask to pause my account or used my unused data in my next subscription ?

NOTE : As per DOT & TRAI telecom rules, your account cannot be paused or data cannot be carried forward while you have an active subscription.

For example,
1. If you have recharged your account on 2nd October and now going out for puja vacation for 10 days, your subscription still stays active. So, your next renewal will be 2nd November only.

2. If you have recharged your account on 2nd October and now going out for puja vacation for 10 days, and you have a plan of 100GB, but you only used 2GB, still your next renewal will be 2nd November only and your unused data will lapse as soon as your current subscription expires on 2nd November.

Is there a late payment charge ?

The grace period for payment is 2 days, after your invoice generation date. Incase you fail to make your payment by that time date , a late payment charge 2.5% of the total amount payable + tax shall be charged to your account. To avoid paying these charges, please pay your bill before the due date or within the grace period of 2 days.

Can I pause my account for some period ?

Yes, you may request us to pause your account as long as you dont have an active subscription. You may do so by emailing to [email protected]

NOTE : Allowed Pause Period is 30 days or less.

If your account subscription is not renewed within 30days, then you will be charged with 500 INR as account re-provisining charges.

Whats the charge if my check gets bounced ?

You will need to pay 350+tax for the check bounce fees of the bank.

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