Customer Support
Your first stop for any fault, billing question or follow-up. Either number reaches the desk. Expected response: 30 min – 4 hours.
Support
Always on.
Always on.
For your everyday.
Real people. Rapid response. Reliable internet.
Whether it is a quick question or a service issue, our local team in PCMC is ready to help.
- 24×7Network monitoring
- 1-hourResolution target*
- 60-secondCall pickup target*
- Local teamIn PCMC
*Targets, not guarantees — subject to eligibility and service hours. See our service commitments.
How can we help you?
Quick. Simple. Secure.How can we help you?
From issue to resolution
You raise. We resolve.A faster, simpler support experience.
- 1Raise a requestCall, WhatsApp or message us. Keep your ticket reference.
- 2We diagnoseA remote check on your line first, a local visit if needed.
- 3We resolveOur local team fixes it, on-site where required.
- 4You're back onlineWe confirm with you before the ticket is closed.
- 1-hour target
- Trained, verified technicians
- 13 neighbourhoods
- ₹10/hour downtime credit
Before you call
Two minutes, often fixed.Four checks that save time.
- Is it just you, or the whole building?Ask a neighbour on Internet Express. If they are down too, tell us — it points straight at the street or building line.
- Look at the lights on the fibre box.A red or blinking LOS / PON light means the signal is not reaching you. Note the colour and tell us.
- Restart once, the right way.Switch off the fibre box (ONT) and router at the wall socket, wait 30 seconds, switch the fibre box on first.
- Look, don't touch.Never press the pinhole reset or unplug the green fibre cable — it can erase remote settings and the connector carries invisible laser light.
When you can reach us
Which line, for what.
The network is watched around the clock by our NOC. Our support desk answers calls and WhatsApp every day, Monday to Sunday, 8 am to 11 pm, and either number below reaches the desk. The 60-second pickup target applies to calls in those hours. All seven of our offices are open every day from 9 am to 7 pm. WhatsApp messages and emails sent outside those hours are answered first thing the next morning.
- Existing customer support
- 95275 73939
- New connections & support
- 99600 68002
- WhatsApp · new & existing
- 99600 68002
- Email support
- care@internetexpress.co.in
Your escalation path
Start at Level 1. If your complaint has not moved within the expected response window for the level you are on, take it to the next level and quote the same complaint reference each time — the history stays attached to it. Each window starts when that level receives your complaint, not when you first reported it.
| Level | Contact | Phone | Expected response | |
|---|---|---|---|---|
| Level 1 | Customer Support Your first stop for any fault, billing question or follow-up. Either number reaches the desk. | +91 95275 73939 +91 99600 68002 | care@internetexpress.co.in | 30 min – 4 hours |
| Level 2 | Mr. Tejas Sawant NOC Lead. Go here if Level 1 has not moved your complaint. | +91 95275 73939 | nocadmin@internetexpress.co.in | 2 – 12 hours |
| Level 3 | Mr. Yogesh Pande Operation Lead. | +91 88306 02532 | yogesh@internetexpress.co.in | 4 – 24 hours |
| Level 4 | Mr. Tushar Thakur Nodal Officer and Grievance Officer. The final internal step; see the grievance policy for what happens next. | +91 95275 60756 | tushar@internetexpress.co.in | 1 day |
Mr. Tejas Sawant
NOC Lead. Go here if Level 1 has not moved your complaint. Expected response: 2 – 12 hours.
Mr. Yogesh Pande
Operation Lead. Expected response: 4 – 24 hours.
Mr. Tushar Thakur
Nodal Officer and Grievance Officer. The final internal step; see the grievance policy for what happens next. Expected response: 1 day.
Both published numbers reach us. 9960068002 and 9527573939 are
both live support lines — use whichever you have saved. 9527573939 is also the NOC Lead’s
desk line, which is why it appears again at Level 2.
These are the windows in which that level comes back to you with a resolution or
a clear next step. Where a fault needs a physical repair — a fibre cut on a road being dug,
damage by another contractor — the repair itself depends on access and the cause, and your
level contact keeps you updated on the same complaint. If Level 4 has not resolved it, the published
grievance procedure sets out the next step.
Where downtime is ours, credit is worked out from your complaint under the
downtime-credit policy.
Need immediate help?
Talk to our support team now.