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Frequently Asked Questions
Why is my Internet not working?
Are the lights showing on the router? Check that all Internet equipment is correctly plugged in & switched on.
Red light on ONU device – Internet not working.
Red light on white colour ONU device indicates a Fiber cut. The fiber optic cable connecting you has been cut. Contact Infinet support team so that a team can be dispatched immediately to fix the same.
I am experiencing slow speed. How do I test my speed?
Slow speed may be caused due to various reasons, i.e. data consumption, multiple devices connected, signal strength & Wi-Fi connectivity, type of main router, equipment placed on heat generating electrical devices etc. You can test your Internet speeds through fast.com – preferably hardwired speed test, which will always show accurate results.
How do I change my Wi-Fi password?
If you are IT savvy & you have only have one router, then we can send you the steps on how to change the Wi-Fi password. However the steps vary according to the brand/model. Further, if you have multiple access points connected, then the new password would need to be input into each of the devices, that would potentially need a technician visit. To assist further, please feel free to contact our support team.
Why is my Internet fluctuating?
Fluctuating Internet may be caused due to various reasons i.e equipment placed on heat generating electrical device, etc. Fluctuating power supply may also lead to such issues.
How do I know which devices are connecting to my Internet network?
In order to identify the devices connected/logged on to your Internet, please download this FING app from the link below so that you are aware about the connected devices https://www.fing.com/products/fing-app
Are there any additional charges if we suspend the account in between & re-activate later?
No lock-in for monthly plans. Save money for the months you are not using it. You do not pay for the months you are not active. Reconnection Fee of Rs 700 has been waived off as a goodwill gesture.
Is there a refund available if I wish to discontinue the service?
Unfortunately, there is no refund available as you own the devices, since you have paid for the same at the installation stage.
My router shows Tenda/D-Link as Wi-Fi name without Internet.
This usually means that the router has been re-set & it will have to be re-configured again to get the Internet started. If you are IT savy, the steps can be shared.
What do I do if I face an Internet issue after office working hours?
Post working hours, if you face any Internet issues, you can send an SMS or WhatsApp message to the customer support team or you can raise a ticket on our customer CRM portal & your query will be dealt with immediately the following morning.
What is Port forwarding?
Port Forwarding allows remote computers (for example, computers on the Internet) to connect to a specific computer or service within a private local-area network (LAN), when the option of a dedicated Leased line is not available to connect to the system directly.