Support & Help

You can call us at +91-9044818730, message us on WhatsApp at the same number, or fill out the contact form on our website with your pin code. Our team will confirm availability within 24–48 hours during business days.

You will need: a valid government-issued ID proof (Aadhaar, PAN, Passport, Voter ID, or Driving License), address proof matching the installation address, and a working electrical power outlet near where the router will be placed. An adult (18+) must be present during installation.

We aim to complete new installations within 3–5 working days after you confirm your plan. Timelines may vary based on infrastructure readiness in your specific area, building permissions, and demand. We will communicate any expected delays in advance.

No. Our residential plans have no lock-in period. You can cancel with 15 days' notice at any time. Business plans may have optional annual contracts with discounted pricing.

Our unlimited plans come with a Fair Usage Policy (FUP). You get high-speed data up to the FUP threshold. After that, speeds may be reduced for the remainder of the billing cycle. The internet does NOT get disconnected — only the speed is reduced. Full FUP details are shared before installation and are also available on our Plans & Pricing page.

No. The price shown on our website is the base monthly charge. Additional costs include: GST at 18% (required by law), one-time installation fee (₹500–₹1,500, may be waived on annual plans), and a refundable security deposit (₹500–₹1,000). All charges are communicated and confirmed before installation. There are no surprise fees.

We accept payments through UPI, net banking, debit/credit cards, and other methods. You will receive a monthly invoice via email or SMS before the due date. Payment is due within 7 days of invoice generation.

Yes. You can request a plan change anytime by calling or messaging us. Upgrades typically take effect within 24 hours. Downgrades take effect from the next billing cycle. There is no fee for changing plans.

We send payment reminders before and after the due date. If payment is not received within 15 days of the due date, your service may be temporarily suspended. Service is restored promptly once the outstanding amount is paid.

All speeds on our plans are “up to” speeds — the maximum potential under optimal conditions. Actual speeds depend on your distance from our nearest network node, network congestion (especially during peak hours 7–11 PM), your router model, whether you're on Wi-Fi or ethernet, the number of devices connected simultaneously, and internal wiring quality. For the best speed, connect your device directly to the router using an ethernet cable and run a speed test at speedtest.net.

Try these steps: (1) Restart your router — unplug it, wait 30 seconds, and plug it back in. (2) Disconnect devices you're not using. (3) Switch to ethernet for speed-sensitive work. (4) Check if you've exceeded your FUP limit. (5) Move your router to a central, elevated position. If the issue persists, call +91-9044818730 or WhatsApp us and we'll run remote diagnostics.

Visit speedtest.net or fast.com from a device connected to your TrueNet router. For accurate results, use a wired ethernet connection and close all other applications and tabs before running the test.

The router provided depends on your plan: Basic plan gets a standard single-band router, Standard plan gets a dual-band Wi-Fi 5 router, Premium plan gets a high-performance Wi-Fi 6 router, and Business plan gets an enterprise-grade Wi-Fi 6 router. All routers are pre-configured and ready to use.

Yes, you can use your own router alongside or instead of the one we provide. However, our support team can only troubleshoot issues related to TrueNet-provided equipment. If you use your own router, we can help with connectivity to our network but not with router-specific configuration issues.

Try restarting the router first (unplug for 30 seconds, then reconnect). Check if the power and internet indicator lights are on. If the issue persists, contact our support team. If the router has a manufacturing defect, we will replace it free of charge. Damage caused by misuse or electrical surges may incur replacement charges.

Contact us via phone (+91-9044818730), WhatsApp (+91-9044818730), or email (support@truenet.site) with your cancellation request. A 15-day notice period is required. During the notice period, your service continues to work normally.

Yes. If a refundable security deposit was collected, it will be returned within 30 working days after the notice period ends and all company-owned equipment is returned in working condition. Any outstanding dues are deducted before refund.

If after contacting us, we determine that service cannot be provided at your address, any advance payment collected will be fully refunded within 7 working days. No installation charges apply.

Yes. New subscribers have a 7-day cooling-off period from the date of activation. If you're dissatisfied within the first 7 days, you can cancel without paying the full installation charge. You'll only be billed for the days of actual service used.

Contact our support team with your current registered details and the new contact information. Changes are typically processed within 24 hours after verification.

Yes, if the new address is within our serviceable area. Contact us with the new address and pin code. We'll check feasibility and schedule a relocation visit. Relocation charges may apply (equivalent to a new installation charge).

You can reach us at support@truenet.site or call +91-9044818730. For formal grievances, contact our Grievance Officer at the same email address. We acknowledge all complaints within 24 hours and aim to resolve them within 30 days.