Help & Support सहयोग
Guides, tips and a team that is available 24×7.
Fix it yourself in minutes आफैँ सजिलै समाधान गर्नुहोस्
Choose what is happening and follow the steps in order.
Check the power
Make sure the fiber box (ONT) and your router are plugged in and switched on.
Look at the lights
Compare your lights with the light guide below. A steady green PON light is a good sign.
Restart the devices
Unplug the router and the fiber box for 30 seconds, plug them back in and wait 3 minutes.
Check the cables
Press every cable in firmly. Never bend or twist the thin fiber cable.
Try another device
If one phone works but a laptop does not, restart that device and rejoin the Wi-Fi.
Call us
Still offline? Call toll free 9801571100. We are here 24×7.
Test with a cable
Connect a laptop to the router with a LAN cable and test at fast.com. If the cable is fast, Wi-Fi is the cause.
Move closer
Walls and floors weaken Wi-Fi. Test in the same room as the router.
Use the 5G network
Choose the 5G Wi-Fi name for faster speeds when you are near the router.
Check other devices
Downloads, backups and updates can use up your speed. Pause them and test again.
Restart the router
A restart clears small errors and often restores speed.
Contact us
If the cable test is also slow, call us so our engineers can check your line.
Place the router well
Keep it in an open, central spot, off the floor and away from thick walls.
Avoid interference
Keep it away from microwave ovens, cordless phones and Bluetooth speakers.
Pick the right band
Use 2.4G for far rooms and 5G for rooms near the router.
Update your device
Old software can cause drops. Update your phone or laptop and restart it.
Too many devices?
Disconnect devices you are not using, or consider a 5G router for a busy home.
Do not touch the fiber
A red or blinking LOS light means the fiber box is not receiving a signal. Do not bend, pull or clean the fiber.
Look at the cable path
Check for a cable that is pinched, cut or pulled out. Do not try to repair it yourself.
Restart the fiber box
Unplug it for 30 seconds, plug it back in and wait a few minutes.
Call us right away
Call 9801571100 and say that the LOS light is red. Our team will check the line.
What do the lights mean? बत्तीको अर्थ के हो?
Power
Steady green: the device is on.
PON / Link
Steady green: connected to the NepaLink network. Blinking: searching.
LOS
Off: signal is fine. Red or blinking: no fiber signal. See the guide above.
LAN
Lit or blinking: a wired device is connected.
Wi-Fi
Lit or blinking: Wi-Fi is switched on.
Light names and colours vary between router models. Check the label on your router or ask our team.
Why a 5G router? 5G राउटर किन?
Today most phones, laptops and smart TVs support the 5 GHz band. A 5G router gives them a faster, calmer connection.
- Faster speeds for 4K video, gaming and video calls
- Less interference from neighbours and appliances
- Handles many devices at the same time
- Lower lag for online games
- Ready for newer devices
| 2.4 GHz | 5 GHz (5G) | |
|---|---|---|
| Speed | Good for browsing and HD video | Faster, best for 4K, gaming and calls |
| Range | Longer, passes through walls better | Shorter, best in the same or nearby rooms |
| Crowding | More interference | Less crowded and steadier |
| Best for | Far rooms and smart-home gadgets | Streaming, gaming and work devices |
Ask our team if your router supports both bands, so far rooms stay covered.
Why fiber internet? फाइबर इन्टरनेट किन?
Very high speeds
Light travels through glass, so large downloads and 4K streams feel instant.
Stable and reliable
Fiber is not affected by electrical interference and copes well with weather.
Low delay
Great for video calls, online classes and gaming.
Strong uploads
Send photos, videos and backups quickly.
Many devices at once
The whole family can stream and work together.
Built for the future
Fiber can carry much faster speeds as your needs grow.
Wi-Fi tips वाइफाइ सुझाव
- Place the router in the middle of your home, high and in the open.
- Keep it away from walls, metal and microwave ovens.
- Use 5G near the router and 2.4G in far rooms.
- Restart the router once a month.
- Use a strong Wi-Fi password and change it now and then.
Frequently asked questions बारम्बार सोधिने प्रश्न
What should I do first when the internet stops?
Check the power and the lights, then restart the router and the fiber box. If it is still down, call 9801571100.
How can I test my speed?
Connect a laptop with a LAN cable and run a test at fast.com or speedtest.net. Compare the result with your plan.
Which Wi-Fi band should I use?
Use 5G when you are close to the router for the best speed. Use 2.4G in far rooms for better range.
How do I pay my bill?
Pay online with eSewa, Khalti and other payment gateways, or visit our office.
Is installation really free?
Yes. Installation is free on every plan. See the Plans page for router, cable and deposit charges.
When can I call for support?
Our phone support is open 24×7. Our office is open Sunday to Friday 8 AM to 6 PM and Saturday 8 AM to 3 PM.
Service notices सेवा सूचना
- A 3-day service extension is available on request.
- Time Back Policy for service downtime.
- Support hotline: 023 550560
- Support mobile: 980-1444-225