Frequently asked questions

What do I pay for a new installation?

(Effective 25-July-2022)

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  1. In case of new connection where we provide the router, you pay  6 months advalce rental plus Rs. 1000 for single band router or Rs. 1500 for dual band router  extra as refundable security deposit for the router. 

ROUTER & INSTALLATION IS FREE, security is charged just to ensure return of the router in working condition.

Disclaimer-

While every effort is made by us to provide the highest quality of services to our customers, the linking, quality and speed of data transmission is entirely dependent on fiber connectivity. We shall in no event be responsible to the Customer, in any manner whatsoever, for any failure, defect, delay in connectivity or accidental loss of connectivity of customer with our network.

Temporary breakdowns and local interruptions like fault in cable from our switch to your home or router reset/failure or speed issues, all get fixed as soon as it is reported by the user.

What type of router is required?

We run a Fiber To The Home network, so a Fiber router is required. As per the speed requirement you can choose between a single band (2.4Ghz) and a dual band (2.4 & 5 Ghz) router. The primary differences between the 2 frequencies are the range (coverage) and bandwidth (speed) that the bands provide. The 2.4 GHz band provides coverage at an extended range but transmits data at slower speeds. The 5 GHz band provides less coverage but transmits data at faster speeds.

 

What if I have the router?

If you have a router which is compatible with our Fiber To The Home network, our support team will configure that for you.

When do I have to return the router?

Our router needs to be returned as soon as possible after the disonnection. If you are not using the Internet for some time, return the router and get the security refund. When you want it back, a security will be charged again.

How do I check if ThunderNet is available in my area?

To start with make a phone call on 9649697417 and fix an appointment for the connectivity check and installation. You can also schedule a tech visit by filling an online request form, available at https://www.thundernet.in/sgnr-bookings

How do you check connectivity?

Connectivity check involves checking our fiber network coverage till your home, if not then setting up a fiber network or an internet signal receiver at your rooftop.

What happens when connectivity is confirmed?

Our technicians will test and let you know the maximum speed which can be delivered at your location, then you can choose any speed options from 40 Mbps to the maximum speed suggested by our technician.

What does installation include?

Installation process involves bringing down a cable from a pole in case of wired connectivity till your home or from the rooftop to the place which is best suitable for the router.

What will be my first bill?

ThunderNet runs a pre pay system like you do for DTH and prepaid mobile connection. Your first bill will include subscription amount mentioned on our website. 

When do I have to pay?

ThunderNet runs a pre pay system, therefore all payment to be made after the installation and speed tests are done.

 

How do I pay?

Payments can be made online via Online Bank transfers, cheque and on UPI id & wallets.

 

Is support available 24/7?

ThunderNet ensures a 24/7 Internet connectivity, home visit as per residential norms can be done from 10 AM to 7 PM. Other than tech home visit, all support options like call, sms, email and support ticketing system is 24/7.

 

Can I get a 24/7 support?

Yes, ThunderNet offers Corporate Leased Line Plans - 1:1 contention ratio with a guaranteed service level agreement of maximum of 2 hours at time of major breakdown. Tech team is available 24/7 for support and monitoring.

 

How often does the Internet interrupts?

At ThunderNet we make sure that there is a minimum downtime. For backup we use Leased Lines from TATA, Airtel and couple of more local providers. Our support team is available from 10 AM to 7 PM for home visits in case of local interruptions like fault in cable from our switch to your home or router reset/failure or speed issues, all get fixed as soon as it is reported by the user.

 

How can I reach support at times I need help?

We will share direct numbers for the support team for your area after installation gets complete. You will also receive a welcome email with all the details you need for your subscription & ThunderNet. For tracking and delivering the expected service & support, please make a phone call on the number provided - NO WHATSAPP.