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Your questions, find answers here.

Secured Wireless Broadband

Tikona Digital Networks www.tikona.in

Contents

Pg. No.

Important Tips 01

Troubleshooting Tips 07

Online Self Care Portal 11

Billing and Payments 13

Product Information 14

Glossary 16

Contact Us 17


01

Payments through cheque/DD should be drawn in the name of ‘Tikona Digital Networks Pvt. Ltd. xxx xxx xxx’, your 9-digit Billing Account Number (BAN) as printed on Tikona Secured Wireless Broadband Service Bill.

Cheques can be deposited at any of the ICICI ATM cheque drop boxes. Cheque payments are subject to realization.

Bill can be paid online through netbanking, debit/credit card (Visa/Master) or cash vouchers available in the denominations of ` 100, ` 250, ` 500, and ` 1000.

Tikona cash vouchers are available with various recharge outlet dealers. To view the nearest voucher outlet, Click here. To make payment through vouchers, log in to https://selfcare.tikona.in -> Billing and Payments -> Make Payment -> Payments -> Voucher Top-up.

If the bill statement does not reflect your previous payment which was cleared, please send an e-mail to [email protected] mentioning your cheque details, BAN and Service ID. Also, attach a scanned copy of your bank statement in the e-mail.

If the service is temporarily suspended due to delay in payment beyond the due date, service will be auto-resumed after the realization of payment.

Support e3 campaign, save paper and opt for Tikona Secured Wireless Broadband e-bills. After subscription to e3 campaign, paper bills will be discontinued. To subscribe, write to Tikona Care at [email protected]

To know your outstanding bill amount through your mobile, SMS BILLINFO<space><Username> to 5676708 Example: BILLINFO 1100220033

To pay your bill through your mobile with the help of cash vouchers, SMS VRCH<space><Voucher Serial Number><space><Voucher PIN> to 5676708 Example: VRCH 1100110011 1234567890 98767676761234

Billing


Billing

Tikona Digital Networks

Important Tips

02

Important Tips

If you have availed of Home Solution service, then ensure that the 1st, 3rd and 4th LEDs of your indoor modem are stable green. If you are using Ethernet cable, then all four LEDs should be stable green.

To access Home Solution, dialer must be installed on your PC. Dialer along with its installation process can be downloaded from Self Care Portal.

(To download dialer, visit Self Care portal -> Product Information -> Tikona Secured Wireless Broadband Dialer).

Home Solution

Change your password at regular intervals. Never share your username and password with anyone, including our company representatives. If you have kept your Internet session idle for more than ten minutes (no transfer of data, either

upload/download), then your session will be logged out automatically. This is to prevent misuse of your PC in case it’s left unattended.

Security


Signal Check (Indoor CPE)

Ensure that the modem is never displaced from the location where it was originally installed for receiving optimal signal strength. Check if the LED status is stable green (1st LED from right).

If you encounter slow speed or latency (delay), network may be under upgrade/enhancement/ maintenance. In that case, please try after some time.

Important Tips

Reset Password and Subscriber Information via SMS

Tikona Secured Wireless Broadband service has introduced Short Code SMS functionality for its subscribers. With this functionality, you can reset your account password and change your mobile number and e-mail id registered with us. To reset account password Send SMS RSTPWD<space><Username> to 5676708

Example: RSTPWD 1100280131 You will receive a new password on your registered mobile number and e-mail id

To change registered mobile number Send SMS RSTMOBILE<space><Username><space><New Mobile Number> to 5676708

Example: RSTMOBILE 1100280131 9920882200

To change registered e-mail id Send SMS RSTEMAIL<space><Username><space><New E-mail ID> to 5676708

Example: RSTEMAIL 1100280131 [email protected]

To check the changed mobile number or e-mail id, visit Self Care portal (https://selfcare.tikona.in -> Subscriber Profile -> Personal Information). This is a chargeable service.


03

Important Tips

Reset Password and Subscriber Information via SMS


Important Tips

Guest User

If you have guests coming at your home/office who want to use Tikona Secured Wireless Broadband service, refer to the following simple steps:

Turn the wireless off on your guest’s laptop Connect the guest’s laptop on Ethernet interface Disable proxy settings of the laptop Go to Internet Protocol Settings and select the automatic options for obtaining IP Address & DNS Server Launch Internet browser Allow guest user to log in through https://login.tikona.in Enter your username and password in the guest’s PC Now the guest user can use the Tikona Secured Wireless Broadband service. Use the log out option to terminate the session

Post guest user has terminated the session, refer the following guidelines: Access the Self Care Portal to see the guest user’s laptop MAC address details.

(To view MAC addresses, visit Self Care portal -> My Tools -> My MAC addresses) Select the guest MAC address which needs to be removed and click on

“Remove Selected” tab Guest’s MAC address gets auto deleted from subscriber’s account Change the password of your account for security purposes


04

Guest User


Important Tips

Disconnection of Service

In case, due to some reason Tikona Secured Wireless Broadband connection needs to be disconnected follow this process:

Call Tikona Care @ 1800 209 4276 and raise disconnection request or write to [email protected] A reference number will be provided by Tikona Care executive, which needs to be quoted during all the communication for disconnection. Send disconnection request e-mail mentioning your service id, reference number to [email protected] from your registered mail id.

To view registered mail id, visit -> Self Care portal -> Subscriber Profile -> Personal Information

A mail will be sent from Tikona Care informing you about the further process to be followed like, payment of outstanding bill and return of CPE in working condition.

Note: ` 1500 per modem will be payable if subscriber retains the modem or returns them in non-working/damaged condition. This is applicable for all plans.

Tariff and Relocation

You can change your tariff plan once in a billing cycle. To change the plan, contact Tikona Care on 1800 209 4276. The tariff plan will be changed within one working day.

You can use Tikona Secured Wireless Broadband service when you shift residence, provided the service is available at the new location. Shifting charges applicable, as per the terms & conditions in the tariff card.


05

Tariff and Relocation


Important Tips

Track Status Online of Complaint/Service Request

The Self Care portal of Tikona Secured Wireless Broadband service enables you to track the status of your service request or complaint placed with the Call Centre, Tikona Care.

Every request/complaint has a unique reference number to track its status. Status of request/complaint can be of three types:

Progressing: Indicates that it will soon be addressed by Tikona Care executive Closed: Indicates that it is successfully addressed and closed Cancelled: Indicates that it is cancelled due to invalid or incomplete information To know the status, visit https://selfcare.tikona.in -> ‘Service Request’ section.

Change of Billing Address

Your billing address is an important piece of information as the physical copy of Tikona Secured Wireless Broadband service bill is delivered on it. If the address is not updated, you will not receive the bill and subsequently miss to pay it.

To avoid this issue, kindly ensure your billing address is updated with us. If you have moved to a new home and want to update address, contact Tikona Care @

1800 209 4276. You would be required to submit a photocopy of your new address along with the proof of address.

Documents considered as the proof of your address: driving licence, passport, ration card, voter’s ID card, lease agreement, Form 16/assessment income tax order, utility bills (last two months’) like electricity, telephone, water, gas.

Your service installation address will remain same.


06

Change of Billing Address


Important Tips

Troubleshooting Tips

Authentication Failed: Reason []

Authentication Failed: Reason [Log in failed, maximum allowed MAC addresses reached]

This message will appear when wrong username or password is entered. Ensure correct username and password is entered.

Each device such as your desktop, notebook, Wi-Fi mobile device, etc., that you use to access Tikona Secured Wireless Broadband service has a unique MAC address. You will see the above error message when you have used more devices (i.e. MAC id) than what is allowed against your subscribed plan. To resolve this error, delete earlier registered MAC addresses to make way for the new device (MAC id) you maybe using. (To delete MAC addresses, visit Self Care portal -> My Tools -> My MAC addresses)

Authentication Failed: Reason [Log in failed, maximum allowed session reached]

The plan subscribed by you entitles you to a certain number of simultaneous logins. The above error message will appear if you have already reached the maximum number of simultaneous (concurrent) logins permissible against your plan. The new user can login once any of the earlier users disconnect. If you desire higher number of simultaneous logins, change to the appropriate plan. The information on simultaneous logins available in different plans can be obtained from the product section. (Visit Self Care portal -> Ask for Help -> Product Information -> FAQs)


07


Authentication Failed: Reason [No interface available Ethernet card/USB modem/USB adapter] or Unidentified error code – 1062 (WZCS)

Above error will appear in Windows-based Operating System. To resolve this error, make sure Wireless Zero Configuration (WZC) service is active.[Start > Run > Services.msc > Wireless Zero Configuration > Service Status (Started)]

Authentication Failed: Reason [External AAA returned a failure, but did not specify anything in Reply-Message]

The above error message appears if your recent bill has not been paid, or the cheque payment made by you has either bounced or not reached the clearing stage.If you have not paid your bill or your cheque has bounced, please pay to restore your service. It is preferable to make online payment in such cases if you need instant restoration of your service. If you are paying by cheque/DD, then please allow for at least 7 (seven) working days for clearance. Service shall be restored immediately upon realization of your cheque/DD. If payment is made without mentioning Billing Account Number (BAN), it is likely that your cheque has got cleared without service restoration. Please call Tikona Care on 1800 209 4276 and provide details of the cheque payment made. If the cheque payment has been realized at our end, we will pass the corresponding credit against your billing account to restore the service. Always remember to mention BAN when paying by cheque or DD.

Quick resolution for frequently encountered problems


08


Home Solution (Wi-Fi) not working

This is an optional facility available at an additional charge. You can subscribe for this facility by calling Tikona Care at 1800 209 4276. If you have already subscribed but the facility is not working, perform the following troubleshooting. Connect your desktop/laptop directly to Tikona Secured Wireless Broadband CPE with Ethernet cable provided at the time of installation. Turn off the desktop/laptop Wi-Fi and remove proxy settings.To remove proxy settings, follow the simple steps: For Internet Explorer, Click Tools -> Internet Options -> Connections -> LAN settings ->

Uncheck ‘Proxy Server’ if it is already checked. For Google Chrome, Click ‘Customize & Control Google Chrome’ tab -> Options ->

Select ‘Under the Hood’ tab -> Change proxy settings -> Connections -> LAN settings -> Uncheck ‘Proxy Server’ if it is already checked. For Mozilla Firefox, Tools -> Options -> Advanced -> Network tab -> Connections ->

Settings -> Select ‘No proxy’ if not selected.Post changing your proxy settings, launch Internet browser. You will be redirected to the login page (https://login.tikona.in). Enter your username and password and check if Internet access is available. If the access is available, then it could be the problem of your desktop/laptop Wi-Fi interface/settings or with the CPE configuration. Check your Wi-Fi configuration and re-attempt to connect using Home Solution (Wi-Fi). If problem persists, call Tikona Care at 1800 209 4276.


09




Connection set-up issue through dialer

Whenever you log in to the Internet your operating system releases an IP address which is necessary to setup a connection.

Some operating systems do not release this IP which is assigned in earlier sessions due to which connection does not get built when you log in in the first attempt through Tikona Secured Wireless Broadband dialer.

To resolve this issue, disconnect and reconnect till the connection is built.



10




Helps you to manage Tikona Secured Wireless Broadband account on your own. You can log in to Self Care portal directly at https://selfcare.tikona.in or by logging into ‘My Account’ from www.tikona.in

Online Self Care Portal

Online Bill Payment

Payment History

Tikona Secured Wireless Broadband service bill can be paid online through credit/debit card, netbanking, or cash vouchers. Bills can also be paid through cheque or demand draft.(To pay online bill, visit Self Care portal -> Billing & Payments -> Make Payment)

View last payments made by you.(To view payment history, visit Self Care portal -> Billing and Payments -> Invoice Summary)

Adjustments

View details relating to any adjustments posted in your account.(To view adjustment details, visit Self Care portal -> Billing and Payments -> Adjustments)


11

Online Self Care Portal

Password Management

Usage Details

Service Request

Helps to change the password.Change account password at any point of time.(To change password, visit Self Care portal -> Subscriber Profile -> Change Password)

Check usage with session by session details such as start time, end time, duration, total MBs consumed, etc. (To view usage details, visit Self Care portal -> My Tools -> Session History)

Gives an account of trouble tickets with their current status registered at Tikona Care.(To view service request details, visit Self Care portal -> Service Request -> View Requests)Self Care portal also provides anti-virus key details, list of MAC addresses and option to reset them, the latest product information and plan subscription details.


12

Helps you to manage Tikona Secured Wireless Broadband account on your own. You can log in to Self Care portal directly at https://selfcare.tikona.in or by logging into ‘My Account’ from www.tikona.in

Billing and Payments

Pay Tikona Secured Wireless Broadband service bill in 4 easy ways:

Cheque

Demand Draft

Online Payment

Cash Vouchers

Through credit/debit card or netbanking.(To pay online bill, visit Self Care portal -> Billing & Payments -> Make Payment)

Refer page 01 for cash vouchers payment guidelines.

Refer page 01 for Demand Draft payment guidelines.

Refer page 01 for cheque payment guidelines.

13


Product Information

Circuit Breaker

Home Solution

Value-added Services

This feature is available if you have subscribed to any of the Circuit Breaker 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 as specified in your plan. The original plan speed is restored automatically upon the 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. A Circuit Breaker fee is applicable in some of the Circuit Breaker plans. It is a refundable deposit to be paid upfront at the time of subscription. It gets adjusted against the outstanding amount, if any, at the time of exit.

Allows you to access the service wirelessly within your home from multiple devices such as laptops, ipads, mobiles and even desktops, without spoiling the interiors.

14


Product Information

Premium Anti-Virus

Tikona Secured Wireless Broadband Dialer Functions

Besides the Basic Anti-Virus available with Tikona Secured Wireless Broadband service, subscribers can also opt for a Premium Anti-Virus. Key features include:1) Browsing Protection: Provides online protection against viruses, spyware, adware and other

malicious objects while you browse the Internet. 2) E-mail Filtering: E-mails along with the attachments are scanned for viruses and virus-affected

mails are quarantined. It also puts the spam mails in the spam folder as per the rules defined for spam filter.

3) Parental Control: Provides parents with automated tools to help protect their children and set restrictions while

accessing the Internet. It allows parents to block certain sites with content inappropriate for children or other users

at home or at office. (For detailed tariff of these services, visit www.tikona.in -> Product & Services -> For Homes -> Tariff Plans -> Terms & Conditions)

It provides you several options for logging in; right from the fully-automatic option of Click & Connect to the Full Manual Mode that requires username and password to be entered each time you log in. It provides useful links to Self Care portal and speed test, besides technical information which is available in the Tools section. The technical information is meant to be provided to the Tikona online tech support executive to help him resolve your problem online.

15


GLOSSARY

Download Speed vs. Transfer Rate

Speed mentioned in any broadband plan is in “kilo bits per second (kbps)” and transfer rate on the Internet is measured in “kilo bytes per second (KBps)”. Here, 1 Byte = 8 bits.

Hence “Download Speed” is always 8 times that of “Transfer Rate” or in other words, “Transfer Rate” is always 1/8th that of Download Speed. This implies that if you are on an unlimited plan with 512 kbps download speed, then you will get a transfer rate of 64 KBps.

16


Contact Us

New Subscription & Product Info

For your Business/Office/Campus

Toll-free number 1800 209 4276 E-mail [email protected] For online Self Care portal https://selfcare.tikona.in To check speed of service https://speedtest.tikona.in For billing queries [email protected] Tikona Digital Networks Website www.tikona.in

Toll-free number 1800 209 0044 E-mail [email protected] SMS TIKONA to 575758

Toll-free number 1800 209 1386 SMS DTO to 5676708

Tikona Care

Secured Wireless Broadband17


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