FAQs - Frequently Asked Questions
You asked, we answered
Answers to the most common questions you might have
General
What is FTTH?
Fiber to the x (FTTX) is a generic term for any broadband network architecture using optical fiber to provide all or part of the local loop used for last mile. FTTX is a generalization for several configurations of fiber deployment, arranged into groups like FTTH/FTTB/FTTF (Fiber laid all the way to the home/building/Floor) and with copper wires completing the connection. As fiber optic cables are able to carry much more data than copper cables, the traditional copper based networks are being replaced by fiber and thus paving the way for providing Gig interfaces for the subscribers.
What speeds are offered by Elxer Communications?
Elxer Communications offers Unlimited Internet plans with speeds from 10 Mbps - 300 Mbps speed to residence and enterprise. Minimum service contract duration is 1 month.
What is the minimum duration for service contract?
Minimum service contract duration is 1 month.
What are the broadband plans offered by Elxer Communications?
Elxer Communications empowers you to control your speeds and spends. Click here to check all plans offered by Elxer Communications.
Can I shift the service to another location?
Yes, you can request for shifting the broadband service to another location by registering your request on 0771 677 7777 or by writing to us at support@elxer.com. If we service the new location, our team will register the request for a location shift.
How does billing work?
Our billing cycle is 30 days. All our services are on pre-paid basis. To avail our services, you will have to pay a month in advance.
How long does the installation take?
Our field team checks whether your area is covered under our fiber network. If it does, it takes 5-7 working days to get your connection up and running. We try our best to ensure the installation happens as early as possible, however in case we need to deploy special infrastructure for your connection, we might be delayed.
Does it come with a Wireless Router?
For FTTH/FTTN connections Elxer Communications provides the Customer Premise Equipment(CPE), for which refundable security deposit as applicable would be collected at the time of signing the Customer Application Form (CAF).
What are the documents required to get Elxer Broadband connection?
For a new connection, you will need to submit:
- Proof of identity
- Address proof
- 1 Passport size photo
Are there any offers or discounts?
Yes, we offer discounts UPTO 20% if you buy our service for long term plans!
If you pay for 3 months subscription, you will get 10% discount on price, if you pay for 6 months subscription, you will get 15% discount on price and if you pay for 12 months subscription, you will get 20% discount on price.
If you pay for 3 months subscription, you will get 10% discount on price, if you pay for 6 months subscription, you will get 15% discount on price and if you pay for 12 months subscription, you will get 20% discount on price.
From where can I access or manage My Account?
Service
My Internet is Not Working
We have 24/7 helpdesk to assist you with any technical related issues while using our service.
However, before you call us to register complaint please check the following:
However, before you call us to register complaint please check the following:
- LAN cable is properly plugged-in to the computer / router
- Check if the LAN Card / Wireless adapter is not disabled.
- See if the LED lights on the LAN card are blinking or not.
- Make sure that the LAN Connection is indicating 'Connected'
- Restart the 'Router', if you are using.
- If you are using internet in Laptop/Desktop, please go to Start > Run, here type 'cmd' and the Command prompt / DOS prompt will appear. In the Dialogue box which appears please type 'ipconfig /release' followed by 'ipconfig /renew'. Then try to surf again.
- Disable and then enable your LAN card / Wireless Card / switch off your router, wait a few seconds and then switch it on again.
How do I register my complaint?
If you are facing service, billing or connection related issues, please register your complaint by call on 0771 677 7777 or by writing to us at support@elxer.com or using MyElxer App, login using your Registered Mobile Number(RMN)
Where and how do I pay my service bill or recharge online?
You can renew your service by our online payment portal.
Procedure for renewal by online payment using net banking /Credit card(Master/visa)/ Debit Card/ Wallet
Procedure for renewal by online payment using net banking /Credit card(Master/visa)/ Debit Card/ Wallet
- Step1: Go to https://elxer.com
- Step 2: Click on 'Pay & Recharge' and login using your registered mobile number.
- Step 3: Post login you can see all your connections, choose your account to pay/recharge by selecting 'Pay/Recharge'.
- Step 4: After that you have the option to recharge directly with exsting plan or can choose different plan as per your need.
- Step 5: Select your preferred payment method, follow the process and complete the transaction.
How can I get my username and password?
Please contact our help desk on 0771 677 7777 from the registered mobile number linked to your broadband service. Our team would be happy to provide you the login credentials for using your internet connection.
How can I check my Data Usage?
You can check your real-time data usage by using MyElxer App or from Customer Portal section for our website, login using your Registered Mobile Number(RMN), post login you can see your data usage details. The data is recorded for each session.
Can I change the plan/tariff at any point of time?
Yes, the currently chosen/active plan can be changed before the duration of the billing period, expires.
However, if you change your plan in the middle of an active subscription, you will lose money. So, it is advisable to change your plan only when your current subscription ends.
However, if you change your plan in the middle of an active subscription, you will lose money. So, it is advisable to change your plan only when your current subscription ends.
Payment
Why do Refunds take time?
A need for a refund is created, when an online transaction fails but money is still deducted from the customer’s account.
If the communication fails at any step after the customer account has been charged, the payment fails and the customer has a legitimate case for seeking a refund.
There can be various reasons for either of payment steps failing but the most prominent one in our experience is network connectivity. Until all steps are complete, the customer’s device needs to be connected to the internet for the customer to be notified.
The standard refund time is 5-7 working days, something most of us are familiar with. Each mode of payment, however, has a different time frame for refunds which we have provided below. If it exceeds the following, it definitely merits a further inquiry.
Days here represents business days which means Saturdays, Sundays and bank holidays are excluded.
If the communication fails at any step after the customer account has been charged, the payment fails and the customer has a legitimate case for seeking a refund.
There can be various reasons for either of payment steps failing but the most prominent one in our experience is network connectivity. Until all steps are complete, the customer’s device needs to be connected to the internet for the customer to be notified.
The standard refund time is 5-7 working days, something most of us are familiar with. Each mode of payment, however, has a different time frame for refunds which we have provided below. If it exceeds the following, it definitely merits a further inquiry.
| Credit / Debit Cards | NetBanking | Wallets | UPI | |
| Min. refund time | 5 days | 2 days | Instant | 2 days |
| Max. refund time | 10 days | 10 days | 3 days | 7 days |