General

1. About Tikona Digital Networks Private Ltd (TDN)

Tikona Digital Networks (TDN) is an all-India ISP (Internet Service Provider) specializing in wireless broadband service. The service is powered by 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 upto the ISP node.

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

4. What are 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 traveling. However, you may receive coverage in common areas of your society such as lawns, club house and swimming pool if your society/ building has enrolled into the Tikona Secured Wireless Broadband campus program of TDN.

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

The service comes with many benefits, important being:

• Prepaid plan with lifetime account validity
• 2 Mbps Plan.
• First Demo and Then Pay
• All Home solution to connect multiple PCs wirelessly
• Greater Security: Freedom from risks of self installed Wi-Fi
• Enhanced security of your PC as Anti-Virus bundled with basic service.

Service Availability/Ordering

1. In which cities is Tikona Secured Wireless Broadband prepaid service available?

Tikona prepaid Secured Wireless Broadband service is currently available in Rakjot & Sholapur.
We are constantly adding new cities to our service footprint. To know more, visit the Service Availability Section of our website. For more info, please call 1800 20 94276.

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

Please call 1800 20 90044 and provide your area pin code & building name, along with your contact details. Our representative will get back to you regarding the service availability in your area.

3. What is the delivery time of your service?

If your building is Tikona Secured Wireless Broadband enabled, we can deliver the service within 7 days from receipt of SRF and submission of all supporting documents. In case your building is Non RFS, then we shall be happy to work with your building authorities to make the building Tikona Secured Wireless Broadband enabled at the earliest.

4. What set up 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 PIV 2 GHz or higher.
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

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

You can make upfront payment through cheque in favor of "Tikona Digital Networks Pvt. Ltd" along with the order. Cash payment will not be accepted.

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

• You shall be entitled for a full refund if Tikona Digital Networks is not able to deliver service within agreed period. However no refund is applicable subsequent to service provisioning.
• Refund will be processed within 30 days from date of acceptance of disconnection request against fulfillment of disconnection formalities like realization of outstanding payment and return of modem in working condition, wherever provided.

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

Yes, you can request for status of your Tikona Secured Wireless Broadband Service order at 1800 20 94276.The status update shall be provided by the concerned delivery manager of your area.

8. What is the process of Service Delivery?

As a first step, our executive will visit your place for filing of Subscriber Registration Form and collection of necessary documents. You will be requested for an appointment for installation at the time of order pick up. Our technical executive will visit on the day for installation on the day of appointment. After successful installation, you will be asked for correctly filled cheque and other necessary documents. A receipt will be sent on your registered email id, containing your ‘Username’. You will receive your password through SMS & email, once your upfront payment is realized. Within 72 hours, our executive will visit to activate the installation. A comprehensive demonstration of the services, the self care portal, the billing cycle and methods of making online and/or offline payments will be made.

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

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

10. Is there any other charge besides installation charge 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 @ Rs.10 /feet. This will be over and above installation charges and needs to be paid directly to Company Authorized Partner’s installation executive.

Product & Tariff

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

Tikona Secured Wireless Broadband prepaid service offers 2 Mbps speed with its every plan.

2. What are the initial charges I have to pay to get Tikona Secured Wireless Broadband prepaid connection?

One time Setup charge of Rs.999/- will have to be paid at the time of subscription to Tikona Secured Wireless Broadband prepaid service.
Post activation of services; you can opt for any of the voucher, as per the requirement ranging from Rs.275 to Rs.2000.

3. What type of recharge vouchers are available with Tikona Secured Wireless Broadband prepaid?

Tikona Secured Wireless Broadband prepaid service offers various value for money vouchers which suits to every need. Vouchers are available with different validity ranging from 1 month to 3 months. To know more about voucher details Click Here.

4. Are any long validity vouchers available besides monthly vouchers?

Besides monthly vouchers, Tikona Secured Wireless Broadband service offers long validity vouchers also. These are available with two months (Rs.1500) and three months (Rs.2000) validity.

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

Tikona Secured Wireless Broadband comes with value added services such as:

• ALL Home/Office solution: To connect multiple PCs wirelessly with a charge of Rs.1500 for lifetime (Optional)
• Basic Anti Virus: Complementary with Tikona Secured Wireless Broadband service.

6. If I discontinue the service, what happens to unutilized usage/value added services in my account?

Incase you discontinue the Tikona Secured Wireless Broadband prepaid service, the unutilized usage in your account will not be refunded. Also, if you have subscribed to any of the value added service, the subscription amount will not be refunded.

7.How does your service help me save money?

Basic Antivirus is bundled with every prepaid Tikona Secured Wireless Broadband plan which is worth Rs.1,500. Hence, you do not have to buy anti-virus separately for PC security.

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. Can I migrate to postpaid plan?

Currently, migration facility from prepaid to postpaid is not available. You will have to apply for a new connection for postpaid Tikona Secured Wireless Broadband service.

Recharge & Usage

1. Where and how can I recharge my prepaid account?

Tikona Secured Wireless Broadband prepaid vouchers are available with leading recharge voucher dealers across India. You have to buy a recharge voucher from any of their outlets and redeem it online. To know the nearest recharge outlet Click here. To redeem the voucher, log on to Self Care portal (https://selfcare.tikona.in -> Billing and payments -> Payment -> Top-up voucher)
Enter voucher serial number & PIN printed on the voucher to redeem it.

2. Can I view my usage online?

Yes, you can view you usage summary online on Self Care portal. (Log on to https://selfcare.tikona.in -> My tools -> Session History)

3. What happens if I do not recharge after voucher validity expires?

After expiry of your existing voucher, you will have to recharge with another validity voucher to enjoy service without any interruption. Incase you do not recharge after expiry of validity, your account will remain active however unutilized usage if any, will lapse. Your service will resume only once you recharge with a validity voucher.

4. Will the unutilized usage be carry forwarded?

Unutilized usage will lapse on expiry of voucher validity.

5. How can I check my unutilized/remaining usage?

Unutilized usage can be calculated by referring to Self Care portal. Visit https://selfcare.tikona.in -> Session History to check your usage. You may deduct this usage from the bundled usage allotted in recharge voucher to know remaining usage in your account. Alternatively, you may contact TikonaCare executive who will provide details regarding unutilized usage.

6. I have recharged with a validity voucher. But I am getting an error message. What can be the reason?

Please provide an exact error message to Tikona Care executive @ 1800-20-94276. You will be informed about the reason for error message

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. From which devices can I access Tikona Secured Wireless Broadband service?

You can access Tikona Secured Wireless Broadband service from a PC or a Laptop. (Refer recommended configuration in Service Availability/ Ordering section).

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 can be used in this solution?

A subscriber can register maximum eight PCs simultaneously under Home/Office solution service.

5. 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.

6. 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 User Id and Password)

7. 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
  • Voucher top-up - Redeem your prepaid voucher to add usage to your account. To go to Voucher Top-up link follow below mentioned path:
    Billing & Payments -> Make Payment -> Payment -> Voucher Top-up
• 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.

8. 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://speedtest.tikona.in (for MAC users) to check the connection speed. The speed is displayed upto TDN´s ISP node.

9. Can I shift my connection from one location to another location (within city or across 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.

10. Will I get signals in entire home?

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

• Wireless coverage (upto 1000 Sq. feet) in home area.
• For large homes (more than 1000 Sq. feet area), customized solution can be extended as per your request.

11. Do you want to change your registered mobile number, e-mail id or want to reset your password?

• Tikona Secured Wireless Broadband has introduced short code SMS functionality through which you can reset account password, change mobile number & e-mail id.
• You need to send SMS in below mentioned format from your registered mobile number with us.
  1. To reset password
     RSTPWD<Username> to 5676708 (Example: RSTPWD 1100110011)
     You will receive new password on your registered mobile number & e-mail id.
  2. To change mobile number
     RSTMOBILE<Username><New Mobile Number> to 5676708
     (Example: RSTMOBILE 1100110011 9988998899)
  3. To change E-mail ID
     RSTEMAIL<Username><New Email ID> to 5676708
     (Example: RSTEMAIL 1100110011 mehul.mehta@gmail.com)
     To check changed mobile number or e-mail id visit Self Care portal
     (https://selfcare.tikona.in -> Subscriber Profile -> Personal Information)
     This is a chargeable service.

12. 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 CPE´s/modem do I need to access Tikona´s Secured Wireless Broadband service?

Modem for Tikona Secured Wireless Broadband service will be supplied by Tikona Digital Networks 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.

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 home/Office CPE is provided by Tikona as a part of home service delivery.

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

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

Technical

1. Is Tikona’s Secured Wireless Broadband service secure?

Tikona Secured Wireless Broadband service is far more secured as compared to self installed Wi-Fi service, owing to the following reasons:

• Tikona Secured Wireless Broadband service 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 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.