Home FAQs
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Frequently Asked Questions
Now you can order new connections or services from the comfort of your home. All you have to do is make a single phone call on our helpline at 042 111 000 511 and our representative will contact you for further assistance.
Although we would love to welcome you to our office, there is no need to visit our office for the sake of a new connection. All the process can be done in the comfort of your own house.
Our Team tries to process new connections on a priority basis. Typically we install new users within 24 working hours. Our order processing can take up to five business days.
Yes, you can pay online. We have multiple online payment options for the ease of our customers.
Sorry, We do not offer free trials.
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Frequently Asked Questions
Our computers, laptops, and mobile gadgets show speed in MegaBytes. However, internet connection speed is mentioned in Mega Bits per second. So 10 Mbps is equal to 1.28 MBps.
Here is a list of a few known reasons when you are supposed to file a complaint to resolve the issue.
- If a Red light labeled as LOS is flashing on your internet device.
- If your device or cable is burnt or broken.
- If you have paid your bill and your service is still terminated.
- If our representative have misbehaved with you.
- If your complaint is pending for five working days then you should file another complaint and mention your previous complaint number.
When you download from websites that provide free services their servers are choked, so sometimes they don't offer full speed to free customers. So you get slow speed for free and premium full speed from paid websites. We suggest you try different servers or regions if possible.
Yes, you can change your package, just call 042 111 000 511.
Yes, you can close your connection free of charge by calling 042 111 000 511.
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Frequently Asked Questions
No, we do not provide Smart TV or Cable TV services.
No, PTCL Smart TV devices only work on the PTCL network.
Yes, our network is capable of IPTV services. However, we are not offering any TV services. For the IPTV services, you have to use third-party devices and services.
Each Standard Quality IPTV requires a minimum of 6 Mbps dedicated connection for stable lag-free streaming.
You should call your IPTV service provider.
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Frequently Asked Questions
Yes, you can upgrade or downgrade from any package to another at any moment.
You will be charged per day basis for the days you have used your current internet package. In case of an upgrade, you will pay the difference amount. In case of a downgrade, the remaining amount will be credited to your account for future usage. You can not withdraw or ask for refund of the remaining balance.
Yes, you can pay online. We have multiple online payment methods available for the ease of our customers.
Here is the list of payment methods that we currently support.
- kuickpay
- Jazzcash
- Easypaisa
- IBFT
- Cash Deposit
Yes, we do provide receipts to our customers for each payment. For online payments, your bank statement or transaction details serve as your receipts.
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Frequently Asked Questions
Here is the list of payment methods that we currently support.
- kuickpay
- Jazzcash
- Easypaisa
- IBFT
- Cash Deposit
Here is the list of payment methods available for online transactions, with details for each payment method.
- kuickpay
- Jazzcash
- Easypaisa
- IBFT
- Cash Deposit
Yes, you will receive a system-generated confirmation email on your registered email address.
Online transactions will appear instantly in your account as they don't require any manual review.
Yes, anyone can pay on your behalf. You can pay your bill from any bank, PCO, ATM, or bank account.
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Frequently Asked Questions
You can register your complaint by calling our helpline number 042 111 000 511.
We have one of the best complaint management systems. Upon registration of the complaint, our telephone operator will provide you with the complaint number. Using the complaint number, you can check the status of your complaint on our website, or you can call our helpline and ask our operator for updates.
Yes, you can visit our nearest office for complaint registration.
Yes, our representative will call you for confirmation of the complaint resolution.
We try to resolve the complaints as soon as possible. We solve it within a few hours, but in a few circumstances, it can take 3-5 days.
