Welcome Kit

Retail Broadband Services

Frequently
Asked
Questions ( FAQs)

I am Facing Frequent disconnection in Internet OR Internet starts after Rebooting the Modem ?
This normally happens when your PC or Network is affected with Virus.
If facing issue on Wi-Fi please Check the connectivity on the Wired network by Cable
connecting directly to the system from the Modem.
How Do I check The speed of my Broad band Connection ?
To Check Speeds Please use Multiple download options from the sites like apple.com &
Microsoft.com, Ubuntu.com or any other public sites. ( Transfer rate in KB needs to be
converted into Bits by multiplying with 8. For ex. 128KB Transfer rate = 1 Mbps i.e. 1024Kb )
Avoid Speed test sites to check download / upload speeds. The speed test results from the
prominent speed tools available online generally throw erroneous results so please use the
below mentioned FTP server for testing 100 Mb or more sized file download.
It is recommended to test the speed on a wired network only not on Wi-Fi to get accurate
results.

FTP

USERNAME

PASSWORD

FTP://180.87.28.17

anonymous

anonymous

Speed commitment has been given by the ISP Gateway. If you are experiencing slow
speeds on any particular site and then you need to check with that site administrator team.

What is my username & password ? How do I change the same ?

The User Name will be the 10 Digit numeric number starting with 8016____________.
This will also be mentioned as DEL Number in the welcome mail.
The Default password is set as Internet. This can be changed by the yourself.
The change of password process is as mentioned as follows.
I.

Go to URL: https://www.tatatele.in/broadband/

Insert User
Name Here

Step 1

Step 2

Step 3

Step 5
Step 4

MODEM INDICATIONS
POWER

LAN DSL/LINK

INTERNET/DATA

WLAN

If WLAN led is not glowing then your Wi-Fi is disabled .Then all the PCs /
Laptops connected through Wi-Fi will not work. Check whether WLAN
switch at the back of the Modem is ON

If Internet / Data LED is not glowing then in command prompt try to ping www.google.com,
www.rediff.com, www.yahoo.com. If you are able to ping then check by browsing a site.If you are not
able to browse then restart the PC in Safe mode with Networking option. If internet is working fine
in Safe mode then please check your PC / Laptop with your authorized system engineer / Vendor.

If DSL/Link is not glowing then check whether the DSL cable connecting your Router and the rosette
box/Telephone socket fixed on the wall in your premise is properly connected. DSL Cable is a thin cable which
looks like a normal Telephone wire.

If LAN LED in your PC / Laptop is not glowing / blinking, then please check as whether LAN cable is properly connected in your
router/ Modem port and in your PC / Laptop LAN Port. Check whether LAN connectivity as whether appearing Enabled at the right
hand side bottom screen in your PC / laptop.This has to be in Enable Mode. Disable and Enable it once. Check Ping response for
the Gateway IP 192.168.1.1 (Click on start in your PC / Laptop screen, then select Run and type CMD . You will see a small black
screen window. Please type ping 192.168.1.1. If you are getting reply means gateway is pinging and If there is no ping response
and if LAN LED is not glowing / blinking , please check your PC / Laptop with your Authorised system engineer / vendor.
If Power LED is not glowing, check power connection as whether Power is available . Try connecting your Modem
Adaptar in a different power socket as the power may not be available or the older socket is faulty

Things to Remember
Please provide continuous power supply to the modem to enjoy seamless connectivity.
Please Switch Off the Modem when not in use.
Please use your Laptop / IPAD within 5 Meter range from the Wi-Fi router preferably
without any obstructions between your PC and the Wi-Fi equipment.
Do wait for your PC System to get the IP address before starting your browsing session.
Do call our Call Center when changing modem with one of your own choice for assistance
on configuring.
Do keep your account Number/Username (DEL) number handy before calling our Call
center for requesting any service assistance.
Do Change the password in the Modem also while changing the Password in our Web
Portal under My Account page.
Do update your contact information ( Phone / Mail ) calling our call center.

Things Not To Do

Do Not Press the RESET BUTTON on Modem/Router, all existing configuration will be
erased and will get into Factory settings which are service affecting.

Do Not shift the Modem from one location to other location without authorized technical
assistance.

Do Not login to Modem and change the settings without any technical support (either field
engineer or by our Call Center agent).

Do Not Cover your Modem with Cloth or any other material .

Configuring
a
Modem / Router

Know your equipments ?

Modem

Ethernet Cable (RJ 45)

Router

USB Cable

Disclaimer : The Pictures are indicative. Original Product may vary based on the availability.

Power Adapter

Steps To Configure The Modem

Step 1 :
Interface
Setup

Step 2 :
Internet

Step 3 : Select PPPoE/PPPoA

VPI /VCI 0,32

Step 4 : Enter Username and Password

same as entered on the portal

How to Log A Complaint

Customer care Mail ID :

3030@tatatel.co.in

Call Centre Number

1800-266-3030

In case of any issue in services please dial 1800-266-3030

Please listen to IVR announcement completely (in all selections)

Select the preferred language of your choice from the options available.

Dial 1 ( Existing Customer )

Please dial your Del no with your city STD code.

E.g. : For Bangalore city (80XXXXXXXX)
8 Digit (XXXXXXXX) would be your Broad band Connection starting with the digits 16

Follow the IVR and Press 4 in your phone to talk to CC agent

CC agent will share you 9 digit SR number ((3XXXXXXX) starting with digit 3 if your complaint
requires more technical attention to resolve.

Always quote your SR number while talking to Tata Docomo CC/JE further if you happen to call back
our CC for any reason on the same complaint number

Please sign the WCR given by the field engineer with your comments /
suggestions and feedback on our services / engineer post resolving your
complaint if resolution is provided by our field engineer visiting your premises.

Escalation Matrix

Retail Wireline - Centrex & BB

Telephone no

Email ID

Level 1

Call centre

1800 266 3030

3030@tatatel.co.in

Level 2

Appellate Authority

66688122

appellate.kk@tatadocomo.com