Support

SUPPORT

While it has always been our endeavour to provide the highest service levels and fastest turnaround times, sometimes the same is not possible due to reasons beyond our control.
Our commitment to you means a lot to us, and in case you are not satisfied with the service support provided, we want you to be able to escalate matters to us.

Escalation for Service issues.
In case 24 hours have elapsed since you lodged your complaint, but the problem has not been resolved to your satisfaction, please mail us at care@skfibernet.in

Escalation for Billing issues.
In case 48 hours have elapsed since you lodged your complaint regarding billing, but the problem has not been resolved to your satisfaction, please mail us at care@skfibernet.in

To enable us to track your complaints and queries at the earliest, registered SK Fibernet User ID, Address & Mobile Number should be mentioned in the mail. We assure you that all your mail gets escalated internally to the appropriate managers, and they in turn will do everything possible to meet your service needs.

FREQUENTLY ASKED QUESTIONS

Technical FAQ's

1.  My Internet Connection Is Not Working?

We are always at your service and if the fault is at our end we will mobilize our technicians to rectify the same. But before you call us and lodge a complaint please run through the following checklist.
  • Check if the Patch cord is properly plugged to the ONU, PON and LAN LED lights are ON
  • Check if the LAN cable is properly plugged in to the computer / router.
  • Check to make sure that the LAN Card / Wireless adapter is not disabled.
  • Check to see if the LED lights on the LAN card are blinking or not.
  • Check and make sure that the LAN Connection is indicating "Connected".
  • If you are using a "Router along with ONU", please restart both the devices.
  • Disable then enable your LAN card / Wireless Card / switch off your router, wait a few seconds and then switch it on again.
  • Make sure that your IP settings are set to receive a DHCP IP (refer question on Configuring your computer, for details on how to do this). Note – If you have subscribed for a static IP from SK Fibernet, make sure that the same is configured into your PC/Laptop/Router properly. If you have changed your device, then you will need to inform us so that we can authenticate the new device and bind the static IP to the same.
  • Make sure that you are logged into the login page or not, for Login enter 1.254.254.254 in the URL of the browser.
Even after checking the above points, if your internet does not work, please contact the support team on 78420 50505

2.  The internet speed on Wi-Fi is extremely slow. How do I improve the
speed?

Connect your device to any of the router LAN ports and browse, if your device is not capable of connecting to the router through a wire, try to stay close to the router to get better speed.

3. My router is not performing well even if I make all the above changes, what should I do?

Try making the following changes..
  • Try to place the router in a different room.
  • Try not to place the router in a corner of your home.
  • Do not place any large metal object near the router.
  • Try changing the direction the router is facing (by 90 degrees) in iterations to check the performance in each direction.
  • Try changing the direction in which the antenna is facing by pointing one antenna upwards and the other in another direction preferably away from a wall.
  • Use the QOS functionality in the router to prioritize your devices for using variable bandwidth.
  • Try changing the Wi-Fi security type, the common security type is WPA2-PSK, check the speed with WPA-PSK and mixed mode to check of the speed improves.
  • Under 802.11 b/g/n settings, change from “802.11 b/g/n mixed” to “802.11 n only”.

4.  How do I make my router perform better in an interference-filled environment?

Install the Wi-Fi Analyzer app for Android devices from the Google Play Store and choose any channel that is free in the premises. If there are no free channels, choose the channel where there is no overlap of SSIDs between 2 channels as shown below.
If the router is a dual band router, try using the 5 GHz channel where there will be less overlap and better speed.

5.  I am not able to get good speed even when I am close to the router. What do I need to do?

This could be due to interference from other routers in the premises or any other wireless device which works in the same frequency or bandwidth. Try to avoid placing devices like cordless phones, microwave ovens and other routers near your router. Switch off Bluetooth on your phone. Try to place the router at a good height; the router must have a line-of-sight (LOS) to all other devices in the premises as far as possible.
(Note - This FAQ is a Consumer interest advisory issued by SK Fibernet. We are not responsible for failure in internet services on account of Hardware / Software failures in Subscriber Computers, and we do not offer System support. We suggest that you consult your AMC provider / Computer Vendor in case of any queries)
General FAQ's

1.  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, 2G, 3G and 4G connection and thereby saving your valuable time, and giving you a superior internet experience.

2.  Will I get the speed according to my plan through Wi-Fi?

Not necessarily. The internet speed is fastest when the device is directly connected to an Ethernet cable. The speed may drop when connected through Wi-Fi due to wireless interference or due to incorrect router.

3.  How Do I Get in Touch with Your Customer Support Team?

Our customer support team is available to serve your needs 7 days a week. Call 78420 50505, 7842150506.

4.  What are the advantages of SK Fibernet?

SK Fibernet Wireless service comes with many advantages; some of the key benefits are listed below:
  • No Downtime since we provide FTTH connectivity.
  • Uses TDMA Technology for NIL Communication Error
  • Secured compared to FTTB Connectivity with dynamic IP.

5.  What is a Wifi-Hotspot?

An internet access point where you can connect wirelessly to the internet using your favorite mobile devicesA Wi-Fi Hotspot is basically a place that allows you to wirelessly connect to the internet through your laptop, Smartphone, or tablet. Wi-Fi hotspot venues include cafes, libraries, airports, and hotels. Though many are free, some hotspots require a subscription or service with a particular mobile provider (e.g., Starbucks has exclusive deals with T-Mobile and AT&T customers). SK Fibernet is planning Provide Wifi-Hotspots at prime locations around it's surroundings.

6. What is leased line?

Leased Lines are business grade circuits that provide guaranteed, dedicated and symmetrical bandwidth. Perfectly suited for organizations that depend on 100% connectivity, leased lines don’t suffer from shared bandwidth. Leased line is the only solution that guarantees that the internet connection speed you pay for, is the speed you get.

7.  What is a Wireless broadband connectivity ?

Fixed wireless broadband provides high speed Internet access without cable, fiber or phone-line connections. Data is securely transmitted wirelessly for two-way communications cable of data, video and voice.

ROUTER SUPPORT

ONT Firmware

For the best deals & offers on various plan / For a new Connection   Call Now Call : 78420 50505