General

1. About Tikona Digital Networks Ltd. (TDN)

Tikona Digital Networks (TDN) is an All-India Internet Service Provider (ISP) specializing in wireless broadband service. The service is powered with 4th Generation OFDM & MIMO technologies.

2. What is Broadband?

It is an always-on-internet connection that can provide a download speed of ≥ 256 kbps.

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

4. What are the possible broadband applications?

One can use broadband for applications like travel ticketing, online banking, stock trading, Voice-over IP (VoIP), video chat over the Internet, or download multimedia content like music, movies and games to name a few.

5. Can I access Tikona Secured Wireless Broadband service while travelling or outside my home?

You cannot access this service while travelling. However, you may receive coverage in common areas of your society such as lawns, club houses and swimming pools if your society/building has enrolled for TDN’s Tikona Secured Wireless Broadband campus programme.

6. What are the advantages of Tikona Secured Wireless Broadband service over other wired internet connections?

The service comes with many benefits, the important ones being:

• Guaranteed limit on bill with every plan.
• Up to 4Mbps download speed
• On-call Tech support
• Greater Security: Freedom from risks of self-installed Wi-Fi
• Enhanced security of your PC as Antivirus is bundled with basic service.
• All-Home Solution to connect multiple PCs wirelessly.

Service Availability/Ordering

1. Where is Tikona Secured Wireless Broadband service available?

Tikona Secured Wireless Broadband service is available in various metros and non-metros across India. We are constantly adding new cities to our service footprint. To know more, visit the Service Availability Section of our website.

2. How can I find out whether Tikona Secured Wireless Broadband service is available in my area?

You can visit our website, www.tikona.in, and check the availability through ‘Check Service Availability’ tool.

3. What is the delivery time of your service?

If your building is enabled with Tikona Secured Wireless Broadband, we can deliver the service within 3 days from realization of subscription amount paid. In case of cheque payment, service installation shall take 6-10 working days from the date of cheque submission.
In case your building is Non-RFS, then we shall be happy to work with your building authorities to make the building broadband-enabled at the earliest with Tikona Secured Wireless Broadband. Click here to fill the form.

4. What setup do I need at my residence or office in order to subscribe to Tikona Secured Wireless Broadband service?

Your PC/laptop should support the following

1. Intel P-IV 2 GHz or higher processor.
2. 512 MB RAM
3. Minimum 2 GB free Hard disk space at the time of installation.
4. OS: Win 7, Win 2K, Win XP, Win Vista.
5. Ethernet LAN Card/ Port (10/100Base T) with TCP/IP support
6. Browser Options: IE 6.0 & above, Mozilla Firefox 3.0 & above, Opera, Google Chrome

Smartphones, tablets, touchpads (e.g. ipads) should be:

1. Wi-Fi enabled with 802.1X, WPA2 Enterprise security feature

5. What are the modes of payment along with the order?

You can make upfront payment through a local cheque in favor of "Tikona Digital Networks Pvt. Ltd." along with the order. The upfront charges i.e., subscription amount will be applicable as per the tariff plan mentioned in the brochure. For payment through cash vouchers, credit card, debit card, net banking; minimum subscription amount mentioned in the Tariff Card is to be paid to the Tikona representative after you receive order reference number through online order. Cash payments need to be done against un-tampered/unused vouchers to authorized Tikona representatives only.

6. Are charges paid along with the Subscriber Registration Form (SRF) refundable in case I cancel the order?

Yes subscription charges paid are refundable in case of cancellation of order. Cancellation charges may apply in case the subscriber chooses to discontinue after signing the SRF.

• But prior to the Service being provisioned due to inability of Service Provider/Company to deliver the service within standard delivery period, no charges will be applicable to the subscriber. (Standard delivery period is three days from the date of realization of subscription amount paid. In case of cheque payment, service installation shall take 6-10 working days from cheque submission date.)
• But prior to the Service being provisioned due to the decision of the Subscriber, all one-time charges will be applicable.
• After service provisioning; all one-time, recurring and other charges will be payable as applicable.
• Any refund , if applicable, will be paid to the subscriber within 30 working days from account termination. Account termination will be done up on receipt of CPE by the Company in working condition and settlement of all balance outstanding. Penalty / damages, if applicable, will be deductible from the refund amount, towards breach of terms of service.

7. Can I know the status (or progress) of my order?

Yes, you can check the status of your order on www.tikona.in -> TTrack My Order. Enter your User ID/User Name to know your order status. Enter your SRF number in case you do not have your User ID.

8. What is the process of Service Delivery?

As a first step, our executive will visit your place for demonstration of the service. If you are satisfied with the demo, you will be asked to fill Subscriber Registration Form (SRF) and necessary documents will be collected along with the subscription amount. For payment through cash vouchers, credit card, debit card, net banking, minimum subscription amount mentioned in the Tariff Card; the amount is to be paid to the Tikona representative after you receive order reference number through online order. After order booking is done, you will receive username on registered E-mail ID. Password shall be sent separately via SMS to your registered mobile phone on realization of subscription amount. The Installation Engineer will visit your premises for installation of the service (which will be 2-3 days from subscription amount realization date). In case, of cheque payment, service installation shall take 6-10 working days from the date of cheque submission. Our executive, remotely supported by technical experts, will carry out the installation. After installation, the executive will assist you to login to your Tikona Secured Wireless Broadband service.

9. What do I do in case I face any issue with my password?

Please call up Tikona Customer Care on 1800 20 94276 and help us with the necessary information and we will provide you with a new password on your registered mobile number.

10. Is there any other charge besides installation charges that I need to pay?

A CAT 5 cable is provided at no extra cost if the subscriber needs to connect his PC on the Ethernet interface. Cable-laying through casing and capping will be charged at 10/Foot. This will be over and above installation charges and needs to be paid directly to the Tikona Authorized Partner’s installation executive.

Product & Tariff

1. What speed is offered by Tikona Secured Wireless Broadband for its service?

Following speed will be offered under various plans of Tikona Secured Wireless Broadband service:

1. 2 Mbps Complimentary Bonus Bandwidth plans - Unlimited Usage
2. Unlimited Usage Plans with 300 Kbps, 512 kbps, 750 Kbps, 1 Mbps and 2 Mbps download speed. These plans are available in combination of quarterly & half yearly bill payment option.
3. 2/4 Mbps Circuit Breaker Plans – Guaranteed Bill Limit.
4. Bill Free Plans – Up to 4 Mbps.

2. Which plan from Tikona Secured Wireless Broadband service is ideally suited for me?

Our website consists of a plan selector which helps decide suitable plans depending upon usage pattern.

3. Are any long term plans available besides monthly plans?

Besides monthly plans, Tikona Secured Wireless Broadband service offers long term plans. These are available under Unlimited Usage plans category. You can opt for quarterly or Half yearly unlimited usage plans. Besides these plans, Bill Free Plans are also available with usage validity up to 36 months.

4. What is the advantage of Bonus bandwidth plan?

Bonus bandwidth plans come with abundant bonus usage of 2 Mbps, post which you get unlimited usage at the speed applicable for your plan.

5. What is the advantage of Circuit Breaker (CB) Plans?

The CB plans provides high download speeds with bill limit feature.

6. What is the concept of Circuit Breaker (CB) plans?

In case of circuit breaker plans as soon as your bill reaches the maximum bill value, your charging stops. Your service however, continues to work, although at a reduced speed. The original speed is restored automatically upon receipt of bill payment. Alternatively, you can choose to make an ad hoc payment ahead of your regular bill payment date, to enjoy full speed service. In circuit breaker plans usage during the 'reduced speed' period is not charged.

7. Does Tikona Secured Wireless Broadband service come with value added services?

Tikona Secured Wireless Broadband comes with value added services such as

1. Basic Antivirus: Complimentary with Tikona Secured Wireless Broadband service
2. Optional Parental Control Utility
3. Optional Static IP
4. Optional ALL Home/Office solution : @ll Home service

Charges for Value added Services (VAS)

VAS code	Details	Charges ()
ANPREAV	Annual Parental Control Utility	650 + Taxes
ALLHOLT	All Home Lifetime	1500+ Taxes
RETSIP	Annual Static IP	1000 + Taxes
AVPrem     (Monthly Bonus Bandwidth & Circuit Breaker plans)	Monthly Parental Control Utility	65+ Taxes

• Note:- TDN reserves the right to withdraw the bundled complimentary Basic Anti-Virus at any point of time.

8. How does your service help me save money?

Antivirus bundled worth 1,500/PC per Annum is provided every year with the service. Also, by subscribing to long term unlimited usage plans you can save on installation charges and plan charges.

9. When will I have to pay the bill?

Bill will have to be paid in advance for all the plans as per the billing period.

10. What is the benefit of Bill Free plans?

Bill free plans come with long validity and high usage with various speed options. Further, you can utilize the bundled usage as per your convenience. After consumption of bundled usage, you can recharge the account with the amount of your preference (minimum recharge amount is 10 ).Charges beyond bundled usage (inclusive of taxes) will be applicable as follows: ADBF512K (5paisa/MB), ADBF750K (6 paisa/MB), ADBF1024K (6 paisa/MB), ADBF2048K (8 paisa/MB), Unifi3999, Unifi4999, Unifi5999, Unifi7999, Unifi9999 & Unifi14999 (10 paisa/MB).

11. For Bill Free Plans will my account be disconnected if I do not recharge within the specified time?

Tikona Bill Free plans provide account validity up to 36 months depending upon the rate plan opted for. You have the flexibility to recharge at any point of time within the given validity. Account will remain active even if you do not recharge post-consumption of bundled usage.

12. What are the features and the benefits of the Parental Control Utility?

Tikona Wi-Bro service provides a ‘Parental Control’ utility which helps you to control your child’s internet usage.
This utility has automated tools which enables you to define:
- Type of content: This will block sites with content inappropriate for your child.
- Time of access: This will allow access to internet only during the stipulated time.

Billing

1. Where and how can I pay my bill/recharge my account?

1. For Online Payment: To make online payment/recharge, follow the path https://selfcare.tikona.in -> Billing and Payments -> Make payment -> Payments. Online payments can be done through Credit/Debit card (VISA/MasterCard) or Net-banking.

   List of banks available for net banking:

   Allahabad Bank, Axis Bank, Bank of Bahrain and Kuwait, Bank of Baroda, Bank of India, Corporation Bank, City Union Bank, DCB Bank, Dhanlaxmi Bank, Federal Bank, HDFC Bank Retail, ICICI Bank, IDBI bank, Indian Overseas Bank, Karnataka Bank, Oriental Bank of Commerce, South Indian Bank, Standard Chartered Bank, State Bank of Hyderabad, State Bank of India, State Bank of Mysore, Tamilnad Mercantile Bank, Union Bank of India, Vijaya Bank, Yes Bank
2. Cash Vouchers: Cash vouchers are available with various recharge outlet dealers. To view nearest voucher dealer outlet, Click Here
   
   To make payments/recharge through cash vouchers, follow the path https://selfcare.tikona.in -> Billing and Payments -> Make Payment -> Payments -> Voucher Topup. Alternatively, to pay your bill through your mobile with the help of cash vouchers, SMS VRCH<space><10 Digit Username><space><Voucher Serial Number><space><Voucher PIN> to 5676708 or 09870900445
   Example: VRCH 1100110011 1234567890 98767676761234
   
   
3. Cheque/demand draft: Cheque/Demand Draft should be in favour of ‘Tikona Digital Networks Pvt. Ltd. xxx xxx xxx’. ‘xxx’ denotes your billing account number (BAN) which is present below the billing address in your bill. It is mandatory to mention BAN otherwise; the cheque/DD will not be cleared against your account. Cheque should be crossed and A/C payee. Cheque/DD can be dropped at any of the ICICI ATM & select Axis Bank drop box located inside/beside the ICICI/Axis branch only. Outstation cheques are not accepted.

   To view cheque drop locations,Click here.

4. Payment pick-up facility: For cheque pick-up facility from your registered billing address write to us at customercare@tikona.in. A nominal amount of 25 will be charged in your subsequent bill for this facility.

2. I have recharged with a voucher. But I am getting an error message. What could be the reason?

Please provide an exact error message to Tikona Care Executive at 1800 209 4276. You will be informed about the reason for the error message.

3. Can I view my bill online?

Yes, you can view the bill summary online on Self Care portal. Last 6 bills are available on the portal. (Visit www.tikona.in >> Click on My Account >> Enter username and password>>Click on Bill details)
No Bills will be provided for the Bill-free category of Plans

4. Can I view my usage online?

Yes, you can view your usage summary online on the Self Care portal (https://selfcare.tikona.in >> My Tools >> Session History).

5. What happens if I do not pay the bill by due date?

If the payment is not made by due date, you will be charged an interest on overdue invoices from the due date until payment made @ 2% per month, subject to a minimum charge of 100.

6. How does the bill reach me?

Bill delivery is done as per the option selected in SRF at the time of subscription:

• Subscribers who have opted for e-copy:e-bills shall be sent to the registered E-mail ID. Physical copy of the bill shall not be sent to such subscribers.
• Subscribers who have opted for physical copy: Physical bills shall be sent to the registered billing address.
  

7. I have registered for e-copy of the Tikona Secured Wireless Broadband bill. If I require physical copy, than how can I get it?

To get a physical copy of your subsequent bill, contact, TikonaCare @ 1800 20 94276.

8. I need to understand the various charges on my Tikona Secured Wireless Broadband service?

Please call up Tikona Customer Care on 1800 20 94276 to understand the various charges.

9. I need a duplicate bill/I have not received my bill. How do I get it?

For duplicate bill, please call up Tikona Customer Care & ask for a duplicate bill. As a policy we don’t provide a physical copy of the Duplicate Bill. Based on your request, a duplicate bill will be forwarded to your email address as provided in the SRF. Alternatively you can login to Self Care portal -> Invoice summary, to view last 6 bill details.

10. When do I pay the bill if I am on a long term (quarterly or half yearly) plan?

You need to pay the plan charges, installation charges (if applicable) along with service tax in advance. Service will be provided on realization of the payment.

11. Do you provide cheque pick-up service for bill payment?

You can opt for an in-person collection service for your bills at a nominal fee of 25 per month.

12. Can I check my Tikona Secured Wireless Broadband bill on mobile?

Yes you can check your bill on your mobile phone by sending an SMS BILLINFO <10digit username> (Example: BILLINFO 1100223344) to 5676708 from your registered mobile number. A nominal charge will be applicable for this service.

13. Do I get any benefit if I surrender my All Home service?

If you surrender your All Home service within the 1st Year of its activation then 500 will be applicable as refund.
No refund is applicable if the All Home service is surrendered in the 2nd year and later on.

14. Will I get refund of my plan charges if I apply for disconnection of service?

• If you surrender the connection before the completion of plan period, plan charges collected in advance will be refunded on non pro-rata basis after deducting the installation charges of 500. Additionally the plan charges corresponding to the number of months of use shall be deducted from the upfront amount received to determine refund if any. Full month shall be counted in case the usage is for part of the month.
• Service tax shall be accounted for against both charges stated above.
• Any refund , if applicable, will be paid to the subscriber within 30 working days from account termination. Account termination will be done up on receipt of CPE by the Company in working condition and settlement of all balance outstanding. Penalty / damages, if applicable, will be deductible from the refund amount, towards breach of terms of service. In the event of subscriber not being able to deliver the modem to the Company, for reasons attributable to their action/ account, the modems would be assumed to be permanently undeliverable to any person including the Company. In such an event including a case, where the modems are delivered by the subscriber in non-working conditions, the Company would charge the subscriber 1500 per modem not returned or returned in non-working conditions towards penalty/ damages for breach of the terms of service. This is applicable for all plans.

Service Usage

1. When can I start using my internet service?

We recommend that you use the service after our installation engineer visits your home/office to complete the installation procedure & demonstrates how to use the service.

2. What are the devices I can use to access Tikona Secured Wireless Broadband service?

You can access Tikona Secured Wireless Broadband service from a PC or a Laptop or a Smart Devices. Click here for the Minimum System Requirement details.

3. How do I access my Tikona Secured Wireless Broadband service?

• For Windows Users
  Launch Dialer > Select Profile > (Ethernet, All Home) > Enter Username & Password > Launch Browser
• For MAC Users
  Launch Browser > Enter Username & Password

4. I have an Home/Office solution, how many PC/Laptops/Smart Devices can be used in this solution?

The Maximum PCs/Laptops/Smart Devices which can be connected under a specific plan is available in tariff plan tables. Visit Product & Services section for plan details.

5. I have opted for Home solution VAS. Can I access Tikona Secured Wireless Broadband service from different locations through multiple PCs/Laptops/Smart Devices simultaneously?

Home Solution provides facility to connect multiple PCs/Laptops/Smart Devices simultaneously from a single location where the modem is installed.

6. Can I access Internet through my Smart Phone/Tablets?

Yes, you can access if opted for our Home solution VAS

7. Will my bill be very high if I am connected for all the time?

No. You will be charged only for the upload/download of data transfer and not based on the time for which you are connected to the internet. However we recommend you to log out when you do not want to use internet as activities such as streaming, flash, auto updates, virus on your PC etc can result in unintended data transfers from your PC.

8. Do you provide any online portal to manage my account?

Yes. Online Self Care Portal is available to manage your account & many more aspects of Tikona Secured Wireless Broadband service. This portal is accessible after you log into the service. Alternatively you can access the same portal through our website (Visit www.tikona.in >> Click on My Account >> Enter Username and Password)

9. What are the things I can do from my Online Self Care portal?

Online Self Care portal provides facilities, such as:

• Subscriber Profile
  • Personal Information - Provides the user subscription details such as Username, address etc.
  • Service Information – Enables you to view plan details along with any VAS subscribed.
  • Change Password – Gives an option to change password.
• My Tools
  • Session History - Check your internet session history on day to day basis.
  • Anti-Virus - Gives the license key details along with activation details.
  • MAC Addresses - Gives the MAC ID´s registered against the User account.
• Billing and Payments
  • Invoice Summary - Shows historical invoice summary details. You can also see last 6 bills online.
  • Payment List - Shows historical payment details.
  • Make Payment - Option to make an online payment though Credit Card/Net banking or cash vouchers.
• Ask for Help
  • Email - This section helps to write your feedback/concern to Tikona Customer Care.
  • Product information –Download dialer, latest product news, important FAQs and T&Cs.
• Service Request
  • View request –Track the status of request/complaints registered with Tikona Customer Care.

10. How do I know what is the actual speed of my Tikona Secured Wireless Broadband service?

There is a facility to measure the speed at which your broadband connection is working. Once you log in you can click on the speed test icon on the dialer (for windows user) or Go to http://www.speedtest.tikona.in (for MAC users) to check the connection speed. The speed is displayed up to TDN’s ISP node.

11. Can I shift my connection from one location to another location within or across the city?

If the new location where you would like to shift has adequate signal strength, then you can shift the connection. We will need your new billing address proof.

12. Can I change my tariff plan?

You are allowed to change your tariff plan to any other tariff plan of your choice as per the terms & conditions of the plan. For changing the plan please contact Tikona Customer Care on 1800-20-94276 or write an email to customercare@tikona.in

13. Will I get a signal everywhere in my home?

If you have subscribed to a plan that provides bundled @ll home service, then you can get

• Wireless coverage (up to 1000 Sq. feet) in home area.
• For large homes (more than 1000 Sq. feet area), additional hotspot are available at 1500 for lifetime per instance.
  

14. How can I change my billing address?

• If you have moved to a new home and want to update address with us, contact Tikona Care @ 1800 20 94276.
• You would be required to submit a photocopy of your new address along with the Proof of Address.
• Documents considered as proof of address: driving license, passport, ration card, voter ID card, lease agreement, form 16/ assessment income tax order, utility bills (recent two months) like electricity, telephone, water, and gas bills.
  

15. Can I change my registered mobile number, E-mail ID, reset password, check or pay bill through mobile?

• Tikona Secured Wireless Broadband has introduced short-code SMS functionality through which you can reset account password, change mobile number, E-mail ID and check and pay bill through mobile.
• You need to send an SMS to 5676708 in from your registered mobile number in the format mentioned below.

No Scenario SMS format Example 1 Reset password RSTPWD<space><Username> RSTPWD 1100110011 2 Change registered mobile number RSTMOBILE<space><Username><space><New Mobile Number> RSTMOBILE 1100110011 9988998899 3 Change registered E-mail ID RSTEMAIL<space><Username><space><New E-mail ID> RSTEMAIL 1100110011 mehul.mehta@tkzmail.com 4 Know outstanding bill BILLINFO<space><Username> BILLINFO 1100220033 5 Pay bills through mobile VRCH<space><10 Digit Username><space><Voucher Serial Number><space><Voucher PIN> VRCH 1100110011 1234567890 98767676761234

This is a chargeable service.

16. What should be done if the details are not changed even after sending the SMS?

Contact Tikona Care @ 1800 20 94276 and provide details regarding the SMS sent.

CPE Related

1. Which CPEs/modem do I need to access Tikona Secured Wireless Broadband service?

Modem for Tikona Secured Wireless Broadband service will be supplied by TDN depending upon the nature of installation and service subscribed.

2. Do I own the CPE provided by TDN?

No. The CPE is provided on a ‘Right-to-use’ basis and it is a property of Tikona Digital Networks Pvt. Ltd. In case of service discontinuation, the subscriber shall return the modem/wireless USB adaptor in a working condition. 1500 per CPE will be payable if subscriber retains or returns the modem/wireless USB adaptor in non working/damaged condition.

3. What is ALL Home/Office solution? Does TDN provide the Wireless Wi-Fi modem/router?

ALL Home/Office solution

• Extends Tikona Secured Wireless Broadband service wirelessly throughout your home/office without spoiling your interiors.
• Is built using latest MIMO technology that improves network coverage up to two times over conventional home Wi-Fi.
• Is enabled with highest level WPA2 security with AEC encryption technology. This makes the entire solution substantially safer than self installed Wi-Fi.
• The @ll home/Office CPE is provided by Tikona as a part of @ll home service delivery.

4. Will Tikona do the initial configuration of Tikona Secured Wireless Broadband service on my PC/Laptop?

Yes, Tikona´s authorized installation executive will do the initial configuration of Tikona Secured Wireless Broadband service as a part of the installation process.

5.Can I use the Tikona Secured Wireless Broadband service with my own Wi-Fi router?

We advise you to go for all home secured Wi-Fi solution which complies with recent DoT directives on home wireless security (no. 820-1/2008 DS Pt II dated 23-02-2009). This includes one Wi-Fi hot spot instance inside your home and supports 1000 sq. feet area. For larger homes you can go for additional instances of hot spot. If you still insist to use your own Wi-Fi router then you may do so at your own responsibility.

Technical

1. Is Tikona Secured Wireless Broadband service secure?

Tikona Secured Wireless Broadband is far more secured than other self installed Wi-Fi services because of the following

• Tikona Secured Wireless Broadband uses state-of-the-art WPA2 encryption standard (128 bit key versus 40 bit key used in earlier standards) for data transmission and 802.1x authentication for clients.
• Password is set by the end user/subscriber directly through a Self Care Portal.
• Access is permitted only from devices whose MAC IDs are allowed by the end user/subscriber.
• Compulsorily requires modem/dialer for accessing Tikona Secured Wireless Broadband service.

2. What best practices need to be adopted by a user while accessing Tikona Secured Wireless Broadband service?

• Keep the Modem at optimum signal strength.
• Ensure that the modem is never displaced from the location where it was installed to receive the optimal signal strength.
• Ensure that the modem is powered ON and the rightmost LED is steady green before usage.
• Please ensure that your laptop wireless button is switched ON, incase connecting through @ll Home service
• Remove Proxy settings
• Change your password regularly.
• Never share your password with anyone including any Tikona representative
• Logout when you are not expecting to use the service for an extended duration.
• Inform Tikona Care of abnormal behavior or usage against your username.
• Use of Tikona provided (or otherwise) licensed version of anti-virus.