From your first installation to the moments you need support, we are here to make staying connected feel simple. These are the four commitments we make, and the conditions that apply to each of them.
Version 1.0 · effective 13 September 2026 · next review 13 March 2027. Where this page and a policy page differ, the policy page governs.
Move into your day, not a long installation queue. For confirmed, ready-to-connect addresses, we will get your new connection installed within four hours.
Applies once availability at your exact address is confirmed and building access is available. Work beyond a standard installation run is quoted and agreed with you in writing first — see the installation policy.
When you call, you deserve someone who listens. Speak to our support team within 60 seconds — a human answer, ready to understand what you need.
Existing customers: 9527573939. New connections: 9960068002. The 60-second pickup target applies to calls answered by our support desk every day, Monday to Sunday, 8 am to 11 pm — see when you can reach us on the support page.
Your work, calls and everyday moments matter. We aim to resolve eligible service issues within one hour, with our local team helping you get connected again.
A target, not a guarantee. It applies to eligible issues on our own network. Major outages and third-party damage may take longer, and access to the premises may be needed. Raise a ticket and keep the reference to hand. The published window at the first level of the escalation path is 30 minutes to 4 hours: that is when support comes back to you with a resolution or a clear next step, and the one-hour figure above is what we aim for inside it.
For downtime caused by a fault at our end, ₹10 for each full hour is credited on claim under our downtime-credit policy. Customer-end issues, MSEB power failure in the area and acts of God are excluded. It is one way we take responsibility for the time you lose.
Credits are calculated from the ticket raised. What is and is not covered is set out in the downtime-credit policy.
*Service commitments are subject to eligibility and applicable service hours. Installation requires confirmed availability and building access. The one-hour resolution target applies to eligible issues; major outages and third-party damage may take longer. Downtime credits are subject to the published downtime-credit policy. Where a commitment on this page differs from a published policy, the policy applies. See also the terms of service, fair usage policy and grievance policy.
Share your building name and the nearest landmark, and the team will confirm whether your address can be connected.
