FrequentlyAskedQuestions

General
1. About Tikona Digital Networks Ltd (TDN) Tikona Digital Networks (TDN) is an all-India ISP (Internet Service Provider) specializing in wireless broadband service. The service is powered by 4th Generation OFDM & MIMO technologies. 2. What is Broadband? It is an always on internet connection that can provide a download speed of >=256 kbps. 3. What are the advantages of Broadband? Broadband allows you to complete your task of downloading or uploading large sized files or multimedia content web pages much faster than a dial up internet, thereby saving your valuable time, and giving you a superior internet experience. 4. What are possible broadband applications? One can use broadband for applications like travel ticketing, online banking, stock trading, Voice over IP (VoIP), video chat over the Internet, or download multimedia content like music, movies and games to name a few. 5. Can I access Tikona Secured Wireless Broadband service while travelling or outside my home? You cannot access this service while traveling. However, you may receive coverage in common areas of your society such as lawns, club house and swimming pool if your society/ building has enrolled into the WI-BRO campus program of TDN. 6.What are the advantages of Tikona Secured Wireless Broadband service over other wired internet connections? The service comes with many benefits, important being: Guaranteed limit on bill with every plan. All Home solution to connect multiple PCs wirelessly. First Install and Then Pay Greater Security: Freedom from risks of self installed Wi-Fi Click to connect dialer, for easy yet secured access to the internet service. Enhanced security of your PC as Anti-Virus bundled with basic service.

Service Availability/Ordering
1. Where all is Tikona Secured Wireless Broadband service available? Tikona Secured Wireless Broadband service is available in various metros and non-metros across India. We are constantly adding new cities to our service footprint. To know more, visit the Service Availability Section of our website. For more info please call 1800 20 90044 2. How can I find out whether Tikona Secured Wireless Broadband service is available in my area? Please call 1800 20 90044 and provide your area pincode & building name along with your contact details. Our representative will get back to you regarding the service availability in your area. 3. What is the delivery time of your service? If your building is Tikona Secured Wireless Broadband enabled, we can deliver the service within 3 days from realization of subscription amount paid. Incase of cheque payment, service installation shall take 6-10 working days from cheque submission date. In case your building is Non RFS, then we shall be happy to work with your building authorities to make the building Tikona Secured Wireless Broadband enabled at the earliest. 4. What set up do I need at my residence or office in order to subscribe to Tikona Secured Wireless Broadband service? Your PC/laptop should support the following a. Intel PIV 2 GHz or higher. b. 512 MB RAM c. Minimum 2 GB free Hard disk space at the time of installation. d. OS: Win 7, Win 2K,Win XP, Win Vista. e. Ethernet LAN Card /Port (10/100Base T) with TCP/IP support f. Browser Options: IE 6.0 & above, Mozilla Firefox 3.0 & above, Opera, Google Chrome

 5. What are the modes of payment along with the order? You can make upfront payment through a local cheque in favor of Tikona Digital Networks Pvt. Ltd along with the order. The upfront charges i.e., subscription amount will be applicable as per the tariff plan mentioned in the brochure. For payment through cash vouchers, credit card, debit card, net banking, minimum subscription amount mention in the Tariff Card to be paid to the Tikona representative after you receive order reference number through online order. Cash payments need to be done against un-tampered/unused vouchers to authorized Tikona representatives only. 6. Are charges paid along with the SRF (Subscriber Registration Form) refundable incase I cancel the order.

Yes you can cancel the order. We would like to inform you that cancellation charges may apply. In case the subscriber chooses to discontinue after signing the SRF But prior to the Service being provisioned due to inability of Service provider/Company to deliver the Service within standard delivery period, no charges will be applicable to the subscriber. (Standard delivery period is three days from the date of realization of subscription amount paid. Incase of cheque payment, service installation shall take 610 working days from cheque submission date.) But prior to the Service being provisioned due to the decision of the Subscriber, all one time charges will be applicable. After service provisioning; all one time, recurring & other charges will be payable as applicable. Refund will be processed within 30 days from date of account termination against fulfillment of disconnection formalities like realization of outstanding payment and return of modem in working condition wherever provided. 7. Can I know the status (or progress) of my order? Yes, you can check the status of order on www.tikona.in -> Track your order.

 8. What is the process of Service Delivery? As a first step, our executive will visit your place for demonstration of the service. If you are satisfied with the demo, you will be asked to fill Subscriber Registration Form (SRF) and necessary documents will be collected alongwith the subscription amount. For payment through cash vouchers, credit card, debit card, net banking, minimum subscription amount mention in the Tariff Card to be paid to the Tikona representative after you receive order reference number through online order. Subscription amount can be paid through cheque/DD. After order booking is done you will receive username on registered email id. Password shall be sent separately via SMS to your registered mobile phone on realization of subscription amount. Installation engineer will visit your premises for installation of service (which will be 2-3 days from subscription amount realization date). Incase, of cheque payment, service installation shall take 6-10 working days from cheque submission date. Our executive, remotely supported by technical experts, will carry out the installation. After installation, executive will assist you to login to Tikona Secured Wireless Broadband service. 9. What do I do incase I face any issue with my password? Please call up at Tikona Customer Care & help us with the necessary information and we will provide you a new password on your mobile number. 10. Is there any other charge besides installation charges that I need to pay? A CAT 5 cable is provided at no extra cost if the subscriber needs to connect his PC on the Ethernet interface. Cable laying through casing and capping will be charged @ Rs.10 /foot. This will be over and above installation charges and needs to be paid directly to Tikona Authorized Partners installation executive.

Product & Tariff

1. What speed is offered by Tikona Secured Wireless Broadband for its service? Following speed will be offered under various plans of Tikona Secured Wireless Broadband service: 1. 2 Mbps Bonus bandwidth plans with unlimited usage 2. Unlimited Usage Plans with 300 Kbps, 512 kbps, 600 Kbps, 750 Kbps, 1 Mbps and 2 Mbps download speed. These plans are available with monthly, half yearly and annual bill payment option. 3. 2 Mbps & 4Mbps Circuit Breaker Plans with Guaranteed control on bill value. 4. 2Mbps Bill Free Plan with abundant usage. 5. Business Plans with Unlimited usage with 1:4 contention ratio. 2. Which plan from Tikona Secured Wireless Broadband service is ideally suited for me? Our website consists of a plan selector which helps decide suitable plans depending upon users usage pattern. 3. Are any long term plans available besides monthly plans? Besides monthly plans, Tikona Secured Wireless Broadband service offers long term plans. These are available under Unlimited Usage plans category. You can opt for Half yearly or annual unlimited usage plans. Besides these plans, Bill Free Plan is also available with 30 months usage validity. 4. What is the advantage of Bonus bandwidth plan? Bonus bandwidth plan come with abundant bonus usage of 2 Mbps, post which you get unlimited usage at the speed applicable for your plan. 5. What is the advantage of Circuit Breaker (CB) Plans? The CB plans provides high download speeds with bill limit feature.

 6. Explain the concept of Circuit Breaker (CB) plans? In case of circuit breaker plans as soon as your bill reaches the maximum bill value, your charging stops. Your service however, continues to work, although at a reduced speed. The original speed is restored automatically upon receipt of bill payment. Alternatively, you can choose to make an ad hoc payment ahead of your regular bill payment date, to enjoy full speed service. In circuit breaker plans usage during the 'reduced speed' period is not charged. 7. Does Tikona Secured Wireless Broadband service come with value added services? Tikona Secured Wireless Broadband comes with value added services such as 1. Basic Anti Virus : Complementary with Tikona WI-BRO service 2. Optional ALL Home/Office solution : @ll Home service 3. Optional Parental Control Utility 4. Optional Static IP Charges for Value added Services (VAS) VAScode ALLHOLT500 (Forhalfyearly&annualplan) ALLHOLT (Formonthlyplan) ANPREAV AVPrem (Onlyformonthlyplan) RETSIP MonthlyPremiumAV AnnualStaticIP 65+Taxes 1000+Taxes AllHomeLifetime AnnualPremiumAV 1500+Taxes 650+Taxes AllHomeLifetime 500+Taxes Details Charges(Rs.)

 8. How does your service help me save money? Antivirus bundled worth Rs.1,500 is provided every year with the service. Also, by subscribing to long term unlimited usage plans you can save on installation charges and plan charges. 9. When I will have to pay the bill? Bill will have to be paid in advance for all the plans as per the billing period.

Billing
1. Where and how can I pay my bill? 1. Online payment: Login to https://selfcare.tikona.in and follow this path to make payment Billing and Payments -> Make payment -> Payments. Online payment can be done through Credit/Debit card (VISA/Mastercard) or Net-banking. List of banks available for net banking: Allahabad Bank, Axis Bank, Bank of Bahrain and Kuwait, Bank of Baroda, Bank of India, Corporation Bank, City Union Bank, DCB Bank, Dhanlaxmi Bank, Federal Bank, HDFC Bank Retail, ICICI Bank, IDBI bank, Indian Overseas Bank, Karnataka Bank, Oriental Bank of Commerce, South Indian Bank, Standard Chartered Bank, State Bank of Hyderabad, State Bank of India, State Bank of Mysore, Tamilnad Mercantile Bank, Union Bank of India, Vijaya Bank, Yes Bank 2. Cash vouchers: Cash vouchers are available with various recharge outlet dealers. To view nearest voucher dealer outlet, visit Click here To make payment through cash vouchers, follow the path https://selfcare.tikona.in -> Billing and Payments -> Make Payment -> Payments -> Voucher Topup. Alternatively, To pay your bill through your mobile with the help of cash vouchers, SMS VRCH<space><10 Digit Username><space><Voucher Serial Number><space><Voucher PIN> to 5676708 Example: VRCH 1100110011 1234567890 98767676761234 3. Cheque/demand draft: Cheque/demand draft should be on the name of Tikona Digital Networks Pvt Ltd xxx xxx xxx. xxx denotes your billing account number (BAN) which is present below billing address in your bill. It is mandatory to mention BAN otherwise cheque/DD will not be cleared against your account. Cheque should be crossed and A/C payee. Cheque/DD can be dropped at any of the ICICI ATM drop box located inside/beside the ICICI branch only. Outstation cheques are not accepted. To view cheque drop locations, Click here 4. Payment pick-up facility: For cheque pick-up facility from your registered billing address write to us at customercare@tikona.in. A nominal amount of Rs.25/- will be charged in your subsequent bill for this facility.

 2. Can I view my bill online? Yes, you can view the bill summary online on selfcare portal. Last 4 bills are available on the portal. (Visit www.tikona.in >> Click on My Account >> Enter username and password>>Click on Bill details) 3. What happens if I do not pay the bill by due date? If the payment is not made by due date, you will be charged an interest on overdue invoices from the due date until payment made @ 2 % per month, subject to a minimum charge of Rs. 25. 4. How does the bill reach me? Bill delivery is done as per the option selected in SRF at the time of subscription:

Subscribers who have opted for e-copy: e-bills shall be sent to the registered email id. Physical copy of the bill shall not be sent to such subscribers. Subscribers who have opted for physical copy: Physical bills shall be sent to the registered billing address. 5. I have registered for e-copy of the Tikona Secured Wireless Broadband bill. If I require physical copy, than how can I get it? To get a physical copy of your subsequent bill, contact TikonaCare @ 18002094276. 6. I need to understand the various charges on my Tikona Secured Wireless Broadband service? Please call up Tikona Customer Care on 1800 20 94276 to understand the various charges. 7. Do we allow balance carry forward of bundled usage? In current plans we do not allow carry forward of unused bundled usage. 8. I need a duplicate bill/I have not received my bill. How do I get it? For duplicate bill, please call up Tikona Customer Care & ask for a duplicate bill. As a policy we dont provide Duplicate Physical Bill copy. Based on your request a duplicate bill will be forwarded to your email address as provided in the SRF. Alternatively you can login to Selfcare portal -> Invoice summary, to view last 6 bill details.

 9. When do I pay the bill if I am on a long term (half yearly or annual) plan? You need to pay the plan charges, installation charges (if applicable) alongwith service tax in advance. Service will be provided on realization of the cheque. 10. Do you provide cheque pick up service for bill payment? You can opt for an in person collection service for your bills at a nominal fee of Rs.25 per month. 11. Can I check my Tikona Secured Wireless Broadband bill on mobile? Yes you can check bill on mobile by sending SMS BILLINFO<10digit username> (Example: BILLINFO 1100223344) to 5676708 from your registered mobile number. A nominal charge will be applicable for this service. 12. Will I get refund of my plan charges if I apply for disconnection of service? If you surrender the connection before the completion of plan period, plan charges collected in advance will be refunded on non pro-rata basis. Refund will be processed within 30 days from date of account termination against fulfillment of disconnection formalities like realization of outstanding amount and return of modem in working condition. Rs.1500 per modem will be payable if subscriber retains the modem or returns them in non working/damaged condition. This is applicable for all plans.

Service Usage
1. When can I start using my internet service? We recommend that you use the service after our installation engineer visits your home/office to complete the installation procedure & demonstrates how to use the service. 2. From which devices can I access Tikona Secured Wireless Broadband service? You can access Tikona Secured Wireless Broadband service from a PC or a Laptop. (Refer recommended configuration in Service Availability/ Ordering section). 3. How do I access my Tikona Secured Wireless Broadband service?

For Windows Users Launch Dialer > Select Profile > (Ethernet, All Home) > Enter Username & Password > Launch Browser For MAC Users Launch Browser > Enter Username & Password 4. I have an @ll Home/Office solution, how many PC/Laptops can be used in this solution? The Maximum PCs/Laptops which can be connected under a specific plan is available in tariff plan tables. Visit Product & Services section for details. 5. I have opted for @ll Home solution VAS. Can I access Tikona Secured Wireless Broadband service from different locations through multiple PCs simultaneously? Home Solution provides facility to connect multiple PCs simultaneously from a single location where the modem is installed. 6. Will my bill be very high if I am connected for all the time? No. You will be charged only for the upload/download of data transfer and not based on the time for which you are connected to the internet. However we recommend you to log out when you do not want to use internet as activities such as streaming, flash, auto updates, virus on your PC etc can result in unintended data transfers from your PC. 7. Do you provide any online portal to manage my account? Yes. Online Self Care Portal is available to manage your account & many more aspects of Tikona Secured Wireless Broadband service. This portal is accessible after you log into the service. Alternatively you can access the same portal through our website (Visit www.tikona.in >> Click on My Account >> Enter User Id and Password)

 8. What are the things I can do from my Online Self Care portal? Online Self care portal provides facilities, such as : Subscriber Profile o Personal Information - Provides the user subscription details such as Username, address etc. o Service Information Enables you to view plan details along with any VAS subscribed. o Change Password gives an option to change password. My Tools o Session History - Check your internet session history on day to day basis. o Anti-Virus - Gives the license key details along with activation details. o MAC Addresses - Gives the MAC IDs registered against the User account. Billing and Payments o Invoice Summary - Shows historical invoice summary details. You can also see last 6 bills online. o Payment List - Shows historical payment details. o Make Payment - Option to make an online payment though Credit Card/Net banking or cash vouchers. Ask for Help o Email - This section helps to write your feedback/concern to Tikona Customer Care. o Product information Download dialer, latest product news, important FAQs and T&Cs. Service Request o View request Track the status of request/complaints registered with Tikona Customer Care.

9. How do I know what is the actual speed of my Tikona Secured Wireless Broadband service? There is a facility to measure the speed at which your broadband connection is working. Once you log in you can click on the speed test icon on the dialer (for windows user) or Go to http://www.speedtest.tikona.in (for MAC users) to check the connection speed. The speed is displayed upto TDNs ISP node. 10. Can I shift my connection from one location to another location (within city or across city)? If the new location where you would like to shift has adequate signal strength, then you can shift the connection. We will need your new billing address proof.

 11. Can I change my tariff plan?

You are allowed to change your tariff plan to any other tariff plan of your choice as per the terms & conditions of the plan. For changing the plan please contact Tikona Customer Care on 1800-20-94276 or write an email to customercare@tikona.in 12. Will I get signals in entire home?

If you have subscribed to a plan that provides bundled @ll home service, then you can get Wireless coverage (upto 1000 Sq. feet) in home area. For large homes (more than 1000 Sq. feet area),additional hotspot are available at Rs.1500 for lifetime per instance. 13. How can I change my billing address?

If you have moved to a new home and want to update address with us, contact Tikona Care @ 1800 20 94276. You would be required to submit a photocopy of your new address along with the Proof of Address. Documents considered as proof of address: driving license, passport, ration card, voter ID card, lease agreement, form 16/ assessment income tax order, utility bills (recent two months) like electricity, telephone, water, gas bills.

 14. Do you want to change your registered mobile number, e-mail id, want to reset your password, check or pay bill through mobile?

Tikona Secured Wireless Broadband has introduced short code SMS functionality through which you can reset account password, change mobile number, e-mail id and check and pay bill through mobile. You need to send SMS to 5676708 in below mentioned format from your registered mobile number with us.

N o

Scenario Reset password Change registered mobile number Change registered emailid Know outstandin gbill Paybills through mobile

SMSformat Example

RSTPWD<space><Username>

RSTPWD1100110011

RSTMOBILE<space><Username><space><Ne wMobileNumber> RSTEMAIL<space><Username><space><New EmailID>

RSTMOBILE1100110011 9988998899 RSTEMAIL1100110011 mehul.mehta@tkzmail.co m

BILLINFO<space><Username> VRCH<space><10digit username><space><VoucherSerial Number><space><VoucherPIN>

BILLINFO1100220033 VRCH1100110011 1234567890 98767676761234

This is a chargeable service. 15. What should be done if the details are not changed even after sending the SMS?

Contact Tikona Care @ 1800 20 94276 and provide details regarding the SMS sent.

CPE Related
1. Which CPEs/modem do I need to access Tikona Secured Wireless Broadband service? Modem for Tikona Secured Wireless Broadband service will be supplied by TDN depending upon the nature of installation and service subscribed. 2. Do I own the CPE provided by TDN? No. The CPE is provided on a Right to use basis and it is a property of Tikona Digital Networks Pvt. Ltd. In case of service discontinuation subscriber shall return the modem/wireless USB adaptor in working condition. Rs.1500 per CPE will be payable if subscriber retains or returns the modem/wireless USB adaptor in non working/damaged condition. 3. What is ALL Home/Office solution? Does TDN provide the Wireless Wi-Fi modem/router? ALL Home/Office solution Extends Tikona Secured Wireless Broadband service wirelessly throughout your home/office without spoiling your interiors. Is built using latest MIMO technology that improves network coverage up to two times over conventional home Wi-Fi. Is enabled with highest level WPA2 security with AEC encryption technology. This makes the entire solution substantially safer than self installed Wi-Fi. The @ll home/Office CPE is provided by Tikona as a part of @ll home service delivery. 4. Will Tikona do the initial configuration of Tikona Secured Wireless Broadband service on my PC/Laptop? Yes, Tikonas authorized installation executive will do the initial configuration of Tikona Secured Wireless Broadband service as a part of the installation process. 5. Can I use the Tikona Secured Wireless Broadband service with my own wi-fi router ? We advise you to go for all home secured Wi-Fi solution which complies with recent DoT directives home wireless security (no. 820-1/2008 DS Pt II dated 23-02-2009). This includes one Wi-Fi hot spot instance inside your home and support 1000 sq. feet area. For larger homes you can go for additional instances of hot spot. If you still insist to use your own wi-fi router then you may do so at your own responsibility.

Technical
1. Is Tikona Secured Wireless Broadband service secure? Tikona Secured Wireless Broadband is far more secured than other self installed Wi-Fi services because of the following Tikona Secured Wireless Broadband uses state-of-the-art WPA2 encryption standard (128 bit key versus 40 bit key used in earlier standards) for data transmission and 802.1x authentication for clients. Password is set by the end user/subscriber directly through a Self Care Portal. Access is permitted only from devices whose MAC IDs are allowed by the end user/subscriber. Compulsorily requires modem/dialer for accessing Tikona Secured Wireless Broadband service. 2. What best practices need to be adopted by a user while accessing Tikona Secured Wireless Broadband service?

Keep the Modem at optimum signal strength. Ensure that the modem is never displaced from the location where it was installed to receive the optimal signal strength. Ensure that the modem is powered ON and the rightmost LED is steady green before usage. Please ensure that your laptop wireless button is switched ON, incase connecting through @ll Home service. Remove Proxy settings Change your password regularly. Never share your password with anyone including any Tikona representative Logout when you are not expecting to use the service for an extended duration. Inform TikonaCare abnormal behavior or usage against your username. Use of Tikona provided (or otherwise) licensed version of anti-virus.