Installation & Service Delivery Policy

Overview

This policy explains how TrueNet Broadband Private Limited ("TrueNet") handles new broadband connection installations, equipment delivery, service activation, and related procedures. This document serves as our service delivery policy and is applicable to all residential and business broadband subscriptions.

TrueNet provides broadband internet as a service delivered through physical infrastructure — specifically our own fiber optic and cable network. This is not a physical product shipped to your address. Instead, our trained technicians install the necessary equipment and activate your connection at your premises.

Pre-Installation Process

2.1 Availability Check

Before any installation can proceed, we conduct a service availability check:

1. You contact us via phone, WhatsApp, or contact form with your address and pin code
2. Our team checks infrastructure availability in your area within our database
3. If a physical site survey is needed, our technician may visit your premises to assess feasibility
4. We confirm availability and provide a detailed cost breakdown (plan charges, installation fee, security deposit, taxes)
5. You confirm the plan and agree to the charges

Timeline for availability confirmation: Typically within 24–48 hours during business days.

2.2 Documentation

For new connections, we may require:

• Valid government-issued identity proof (Aadhaar, PAN, Passport, Voter ID, or Driving License)
• Address proof matching the installation address
• A passport-size photograph (for physical records, if required)
• Signed Customer Application Form (CAF) if required under telecom regulations

Installation Process

3.1 Scheduling

After you confirm your plan and complete documentation:

• Our team will schedule an installation appointment at a date and time convenient for you
• You will receive a confirmation via SMS or WhatsApp with the scheduled date and the technician's contact details
• An adult (18+ years) must be present at the premises during the installation

3.2 Installation Steps

Our certified technician will perform the following during the installation visit:

1. Route the fiber/cable from the nearest distribution point to your premises
2. Install the ONT (Optical Network Terminal) or modem at a suitable location inside your premises
3. Connect and configure the Wi-Fi router provided by TrueNet
4. Run a speed test to verify the connection is working at expected levels
5. Help you connect your primary device(s) to the Wi-Fi network
6. Provide a brief walkthrough of basic router functions and troubleshooting tips
7. Collect your signature on the installation completion confirmation

3.3 Installation Timeline

We aim to complete new installations within 3 to 5 working days after confirmation. However, timelines may vary based on:

• Infrastructure readiness in your specific locality or building
• Permissions required from building management or housing societies
• High demand periods or technician availability
• Weather or other unforeseen circumstances

We will communicate any expected delays proactively via phone or WhatsApp.

Equipment Provided

The following equipment is provided by TrueNet as part of your subscription:

• Basic Plan: Standard single-band Wi-Fi router
• Standard Plan: Dual-band Wi-Fi 5 router
• Premium Plan: High-performance Wi-Fi 6 router
• Business Plan: Enterprise-grade Wi-Fi 6 router with advanced management features

All routers are pre-configured and ready to use upon installation. Additional equipment such as ONT/modem may be installed depending on your connection type (fiber or cable).

Equipment Ownership: All equipment provided by TrueNet remains the property of TrueNet at all times. You are responsible for its safe custody. Equipment must be returned in working condition upon cancellation of service.

Service Activation

Your service is activated on the day of successful installation, confirmed by:

• Successful speed test at the time of installation
• Your signature on the installation completion form
• Activation confirmation sent via SMS to your registered mobile number

Your billing cycle begins from the date of activation. If installation is completed after the 15th of the month, a pro-rata charge may apply for the remainder of the month, or the first full billing cycle may begin from the 1st of the following month — this will be communicated to you before installation.

Post-Installation Support

6.1 Warranty Period

TrueNet-provided equipment is covered by a standard warranty against manufacturing defects for the duration of your active subscription. Equipment damaged due to misuse, negligence, power surges, or physical damage is not covered under warranty and may incur replacement charges.

6.2 Technical Support

If you experience any issues after installation:

• Contact our support team via phone (+91-9044818730), WhatsApp, or email (support@truenet.site)
• Our team will attempt remote diagnosis and resolution first
• If a technician visit is required, we aim to schedule it within 24–48 hours on business days
• Emergency support for complete service outages is prioritised

6.3 Planned Maintenance

Occasional planned maintenance may be required to upgrade or maintain our network infrastructure. We will notify affected subscribers at least 24 hours in advance via SMS or WhatsApp. Planned maintenance is typically scheduled during off-peak hours (midnight to 6 AM).

Relocation of Service

If you move to a new address and wish to continue your TrueNet subscription:

• Contact us with your new address and pin code at least 15 days before your planned move
• We will check service availability at the new address
• If available, we will schedule a relocation visit to reinstall equipment at the new premises
• Relocation charges equivalent to a new installation fee may apply
• If service is not available at the new address, you may cancel without penalty and receive a pro-rata refund for unused prepaid amounts

Contact for Installation Queries

For any questions about installation, scheduling, or service delivery, please contact us:

• Phone: +91-9044818730 (Mon–Sat, 9 AM–7 PM IST)
• WhatsApp: +91-9044818730
• Email: support@truenet.site
• Office: D-24, Shantipath, Tilak Nagar, Jaipur, Rajasthan 302004, India