All the complaints must be raised in official hours which is from 9 AM to 4 PM (Monday to Saturday, No complaints will be attended on Sundays)
1. If you don't have internet connectivity, first thing to look out for is lights in your router , please check the following :
a) Is PON light green or red ?
b) Is WAN light green or not ?
c) if those two lights are green then perform the speedtest by following out speedtest guide and then send us all the details in below format.
Name -
Customer ID -
PON - Green / Red
WAN - Green / No Light
Screenshot of Speedtest.
2. During initial connection we ask you what name you want for your wifi and what password you want so that we can set it up for you. Once we complete the initial setup we won't attend change of wifi name and wifi password, during initial setup or as a separate session with quick directions to change the password will be provided. Those people who can not setup their routers on their own, they are requested to drop a WhatsApp Message in below format.
Name -
Customer ID -
New Wifi Name -
New Wifi Password -
Once the request have been recieved, we will process it the same day (not instantly).
3. If you are concerned about the performance of your connection please follow the speed test guide which have been shared already above, if the test is unsatisfactory please send us a screenshot of it and we will make sure we attend to it as soon as possible.
4. If you have minimal exposure to management of networking devices like routers , ONT etc , that doesn't certify you to be the right person to be touching something which you're not confident about. If you're doing some alterations to the router and your internet stops working, reconfiguration of the router with your profile will bound you to a fee of Rs. 300
Note : For the techies, Before touching router configuration take note of each setting so that if you mess up , you can restore by yourself.
5. If you are using LushaiNet services and the connection works fine in one device but not in another device, that simply means that the device in which connection is not working needs to be checked by our technicians or the warranty provider of that device.
Example : You can connect your mobile device but you can't connect your TV.
In such cases you should ask the TV company how to connect, if you don't want to walk that path , you can order a configuration visit from our technicians which will bound you to a fee of Rs. 300.
In cases of computers, if you're not able to connect your computer to wifi or ethernet or even if after connecting you're not able to use internet on computer but it's working on mobile , then it means your computer have got some problem. For getting it analysed you will be bound to a fee of Rs. 500 .
6.Tariff /Charges for the plans chosen are to be paid in advance and such charges are not refundable as this is a prepaid services.
7.Tariff/plan charges are inclusive of 18% GST.
8.The Company shall reserve the rights to modify/withdraw this T&C including but limited to tariff plans and display the same in its website without notice to the Customer and such posting will be deemed to have been read by the the Customer.
9.Any one time charges paid to Lushainet at the time of installation are non refundable.
10.Company may extend refund to User only for his first payment in case of no-feasibility for building new connection to requested address.
11.The ONU devices provided by Lushainet are delivered without any warranties as we also don't get replacement warranty from the wholesalers.
12.The speed committed under a plan is till the LAN port. WiFi Speed is subject to customer premises in-house coverage & customer premises device performance.
13.The Company shall reserve the rights to modify/withdraw any promotional campaign along with offered gratification (if any) and display the same in its website without notice to the Customer and such posting will be deemed to have been read by the the Customer.
14.Basis for selection of winners under any promotional campaign held by Lushainet, is on the Companies sole discretion.
15.All product and company names are trademarks ™ or registered® trademarks of their respective holders.
16.By submitting your information and/or contacting us through any medium like phone call, social networking channels, website, etc, you agree to receive any promotional messages, material and be contacted by Lushainet or their sub-vendors.
17.All mentioned plans are subject to change or discontinuation without prior information.
18.Prices as mentioned, are on a per month basis & inclusive of all taxes.
19.Any Promo plans or introductory offer plans are for a limited period and may be withdrawn without any prior information. These are not available on renewal and are one time onboarding plans.
20.Plans may differ depending on location.
21. These terms of services will be updated based on kind of issues we "as provider" face while serving you.