Tikona Internet Customer User Guide

8/10/2019 Tikona Internet Customer User Guide

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tikona.inTikona Digital Networks

Queries?

Get answersright here!
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Content


Pg. No.Particulars

Important Tips 1

Troubleshooting Tips 10

Online Self Care Portal 16

Billing and Payments 18

Product Information 19

Value-added Services 20

Glossary 22

Contact Us 27

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Payments through Cheques/Demand Drafts should be drawn in thename of Tikona Digital Networks Pvt.Ltd. xxx xxx xxx (Your 9-digit

Billing Account Number BAN as printed on Tikona BroadbandService bill).

Cheques/DDs can be dropped at any ICICI Bank ATM or select AxisBank ATMs located at the ICICI Bank/Axis bank branches only.Cheques/DDs can also be dropped at any Tikona Broadband ServiceBill drop boxes.Click hereto view the nearest drop box. All chequepayments are subject to realisation.

Tikona Broadband Service Bill can also be paid online throughNetbanking, Debit/Credit Card (Visa/Master) or Postpaid CashVouchers (`100, `200, `500 and `1000).

Tikonas Flexi Recharge facility and cash vouchers are available withvarious recharge outlet dealers. To view the nearest rechargevoucher outlet,Click here.To make payment through vouchers, log

onto https://selfcare.tikona.in> Billing and Payments > MakePayment > Payments > Voucher Top-up.Payment can also bemade by Home Pick-up facility. To avail this service, contact TikonaCare on 1800 209 4276 or write to us at [email protected].

Billing

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ImportantTips

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http://tikona.in/http://tikona.in/cheque-demand-drafthttp://tikona.in/cheque-demand-drafthttp://tikona.in/cheque-demand-drafthttp://tikona.in/cash-voucherhttp://tikona.in/cash-voucherhttp://tikona.in/cash-voucherhttp://tikona.in/http://tikona.in/cash-voucherhttp://tikona.in/cheque-demand-draft


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If Tikona Broadband Service Bill statement does not reflect yourprevious payment which was cleared, please send an e-mail

to [email protected] mentioning your Cheque/Voucherdetails, BAN and Service ID along with a scanned copy of your bankstatement.

If the service is temporarily suspended due to delay in paymentbeyond the due date, service will be auto-resumed post realisationof payment.

Support the e3 campaign save paper and opt for e-bill/s.

Post subscription for e-bill/s 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 to 5676708.Example: BILLINFO 110220033.

To pay your Tikona Broadband Service Bill through mobile with the

help of cash vouchers, sms VRCH

to 5676708. Example VRCH1100110011 1234567890 98767676761234.

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ImportantTips

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To recharge your Tikona Bill Free account through the recharge/topup link available on the login page (Login >> Click on Recharge/

Top up >> Select the option of recharge >> Make payment).OR through Selfcare (Selfcare >> Billing and Payments >> BillPayment/Recharge). You can recharge Tikona Bill Free account byusing any of the following vouchers

1,999: Usage 33 GB, Validity 365 days

999: Usage 12.5 GB, Validity 180 days

499: Usage 5.5 GB, Validity 90 days

Change your Tikona login password at regular intervals.

Do not share your password with anyone, including Tikonarepresentatives.

If you have kept your Internet session idle for ten minutes or more(no transfer of data, either upload/download), then your session willbe logged out automatically. This is to prevent misuse of your PC incase it is left unattended.

Security

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ImportantTips

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Recharge Bill Free Account


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Home Secured Wi-Fi

Click hereto find outlets nearest to your location which offers yourecharge facility.

You can also top up your plan with any amount > Rs.10. Top up usageis chargeable at 10p/MB

If you have availed the Home Secured Wi-Fi service, then

ensure that the 1st, 3rd and 4th LEDs of your indoor modem arestable green. If you are using ethernet cable, then all four LEDsshould be stable green. To access the Home Secured Wi-Fi,Tikona dialer must be installed on your PC. Dialer, along with itsinstallation guide can be downloaded from Self Care Portal.(To download dialer, visit Self Care Portal > Product Information> Tikona Secured Wireless Broadband Dialer).

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ImportantTips
http://tikona.in/http://tikona.in/http://tikona.in/http://tikona.in/


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ImportantTips


Signal Check (Indoor CPE)

Ensure that the modem is never shifted from the location where itwas originally installed for receiving optimal signal strength. Check

if the LED status is stable green (1st LED from your right).

If you encounter slow speed or latency (delay), please note that thenetwork may be under upgradation/enhancement/maintenance.In such a case, try using the service after some time.

Tikona Secured Wireless Broadband service has introduced theShort Code SMS functionality for its subscribers to change theirmobile number or e-mail ID registered with us.

To change registered mobile number:Send sms RSTMOBILE

to 5676708.Example: RSTMOBILE 1100280131 9920882200.

Change Subscriber Information via SMS

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ImportantTipsTips


Tariff and Relocation

To change registered e-mail ID:Send sms RSTEMAIL

to 5676708.Example: RSTEMAIL [email protected].

To check the changed mobile number or e-mail ID, visit Self CarePortal(https://selfcare.tikona.in> Subscriber Profile > PersonalInformation).

Note: This is a chargeable service.

You can change your tariff plan as per the plan migration rules setby the company. For changing the plan, please contact Tikona Careon 1800 20 94276 or write to us at [email protected].

In case you want to shift to a new location, delivery of connectionwill be subject to feasibility.

Shifting charges will be applicable. Proof of address of new locationneeds to be provided.

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ImportantTips


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

Contact Tikona Care at 1800 209 4276 and raise disconnectionrequest or write to [email protected].

A reference number will be provided by Tikona Care executive,which needs to be quoted during all the communication fordisconnection.

Send disconnection request e-mail mentioning your service ID and

reference number to [email protected] your registeredmail 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 furtherprocess to be followed like payment of outstanding bill and return ofCPE 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.

Disconnection of Service

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ImportantTipsTips


Your billing address is an important information as a physical copyof your Tikona Broadband Service Bill is to be delivered. If your

address is not updated, you will not receive the bill andsubsequently not pay the bill on time. To avoid this issue, kindlyensure that your billing address is updated with us at all time.

On shifting to a new home, kindly update your address by contactingTikona Care at 1800 209 4276. You would be required to submit aphotocopy of your new address along with the proof of address.

Documents considered as the proof of your address: Drivinglicense, Passport, Ration Card, Voters ID Card, Lease agreement,Form 16/Assessment Income Tax Order, Utility Bills (last twomonths) like electricity, telephone, water and gas.

Your service installation address will remain the same.

Change of Billing Address

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ImportantTips


The Self Care Portal of Tikona Secured Wireless Broadband serviceenables 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 used totrack its status.

Status of request/complaint can be of three types:

Progressing:Indicates that it will soon be addressed by TikonaCare executive.

Closed: Indicates that it has been successfully addressed andclosed.

Cancelled: Indicates that it is cancelled due to invalid orincomplete information.

To know the status, visit:https://selfcare.tikona.in> Service Request

section.

Track Status Online of Complaint/Service

Request

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TroubleshootingTips


This message will appear when wrong User ID or password isentered. Please ensure that you have entered the correct User ID

and password.

Each device, such as your desktop, notebook, Wi-Fi mobile device, etc.,

that you use to access the Tikona Secured Wireless Broadband Service

has a unique MAC address. You will see the above error message whenyou 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 are using.

To delete MAC addresses, visit: https://selfcare.tikona.in

Authentication Failed: Reason []

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

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TroubleshootingTips

The plan you have subscribed to entitles you to a certain number ofsimultaneous logins. The above error message will appear if youhave already reached the maximum number of simultaneous(concurrent) logins permissible against your plan. A new user canlogin once any of the earlier users disconnect. If you desire highernumber of simultaneous logins, change to the appropriate plan. Theinformation on simultaneous logins available in different plans canbe obtained from the product section. Visit: https://selfcare.tikona.in

tikona.in

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

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Tikona Digital Networks


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TroubleshootingTips

The above error message appears if your recent Tikona BroadbandService Bill has not been paid, or the cheque payment made by youhas either bounced or not reached the clearing stage. If you have notpaid your Tikona Broadband Service Bill or your cheque hasbounced, please pay to restore your service. It is preferable to makeonline payment in such cases if you need instant restoration of yourservice. If you are paying by Cheque/DD, then please allow atleast 7

(seven) working days for clearance. The service shall be restoredimmediately upon realisation of your Cheque/DD. If payment ismade without mentioning Billing Account Number (BAN), it is likely

that your cheque has got cleared without service restoration. Pleasecontact Tikona Care on 1800 209 4276 and provide details of thecheque payment made. If the cheque payment has been realised atour end, we will pass the corresponding credit against your billing

account to restore the service. Always remember to mention theBAN when paying by Cheque/DD.

tikona.in

Authentication Failed: Reason [External AAAreturned a failure, but did not specifyanything in Reply-Message]


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TroubleshootingTips

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

For Windows 7 and Windows Vista

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


Authentication Failed: Reason [No interfaceavailable: Ethernet card/USB modem/USBadapter] or Unidentified errorcode 1062 (WZCS)

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TroubleshootingTips

tikona.in

Post changing your proxy settings, launch Internet browser.You will be redirected to the login page (https://login.tikona.in).Enter your User ID and password, and check if Internet accessis available.

If the access is available, then it could be the problem of yourdesktop/laptop Wi-Fi interface/settings or with the CPE configuration.Check your Wi-Fi configuration and re-attempt to connect using

Home Secured Wi-Fi. If problem persists, contact Tikona Careat 1800 209 4276.

Whenever you log onto the Internet, your operating system acquiresan IP address which is necessary to setup a connection.

Some operating systems do not release this IP, which is assigned inearlier sessions, due to which connection does not get built when

you log on in the first attempt through the Tikona Secured WirelessBroadband Dialer.

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

Connection set-up issue through Tikona

Secured Wireless Broadband Dialer

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Online Self

Care Portal

tikona.in

This helps you to manage your Tikona Secured Wireless Broadbandaccount on your own. You can log in to Self Care Portal directly athttps://selfcare.tikona.in or by logging in to My Account fromwww.tikona.in

Tikona Secured Wireless Broadband Service Bill can be paid onlinethrough Debit/Credit Card, Netbanking or Postpaid Cash Vouchers.(To pay online, visit:http://tikona.in/online-payment > Enter ServiceID > Pay Online > Online Confirmation or visitSelf Care Portal >Billing & Payments > Make Payment)

View last payments made by you. (To view payment history,

visit: https://selfcare.tikona.in).

View details relating to any adjustments posted in your account.(To view adjustment details, visit:https://selfcare.tikona.in).

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Online Bill Payment

Payment History

Adjustments

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Online Self

Care Portal


This helps to change the password. You can change your accountpassword at any point of time. (To change password,visit:https://selfcare.tikona.in).

Check usage with session by session details such as start time, endtime, duration, total MBs consumed, etc. (To view usage details,visitSelf Care Portal > My Tools > Session History).

This gives an account of trouble tickets with their current statusregistered at Tikona Care. (To view service request details, visit SelfCare Portal > Service Request > View Requests).

The Self Care Portal also provides the latest product information andplan subscription details, along with anti-virus key details and a listof MAC addresses with option to reset them.

Password Management

Usage Details

Service Request Details

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Billing andPayments


At Tikona Digital Networks, it has been our constant endeavourto simplify the billing and payment processes.

ChequeRefer page 1 for cheque payment guidelines.

Demand DraftRefer page 1 for Demand Draft payment guidelines.

Online PaymentThrough Debit/Credit Card or Netbanking. To pay online,visit: Self Care Portal > Billing & Payments > Make Payment orvisit:http://tikona.in/online-payment.Enter Service ID >Pay Online > Online Payment Confirmation.

CashFlexi Recharge.Postpaid Cash Voucher.Refer page 1 for Flexi Recharge and Cash Voucher guidelines.

Billing and PaymentsPay Tikona Broadband Service Bill in 4 easy ways:

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It provides you several options for logging in; right from thefully-automatic option of Click and Connect to the Full Manual

Mode that requires User ID and password to be entered each timeyou log in. It provides useful links to Self Care Portal and speed test,besides technical information which is available in the Toolssection. The technical information is meant to be provided to theTikona Online Tech Support Executive to help him resolve yourproblem online.


Tikona Secured Wireless BroadbandDialer Functions

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Product

Information


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Value-added services are designed specially to bring to you a worldof additional conveniences at your finger tips.

Home Secured Wi-Fi

This allows you to access the service wirelessly within your homefrom multiple devices such as laptops, iPads, mobiles and evendesktops, without spoiling the interiors.

Anti-Virus Protection

Tikona Secured Wireless Broadband Service subscribers can also

opt for an Anti-Virus with Parental Control Software.Key features include:

Browsing Protection: Provides online protection against viruses,spyware, adware and other malicious objects while you browse

the Internet.

E-mail Filtering: E-mails along with the attachments are scannedfor viruses and virus affected mails are quarantined. It also puts thespam mails in the spam folder as per the rules defined forspam filter.

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Value-added

Services


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tikona.in

Parental Control: Provides parents with automated tools to helpprotect their children and set restrictions while accessing theInternet. It allows parents to block certain sites with contentinappropriate for children or other users at home or at office.(For detailed tariff of these services, visit:www.tikona.in> Products& Services > For Homes > Tariff Plans > Terms & Conditions).

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Value-added

Services


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Glossary

Speed mentioned in any broadband plan is in kilo bits per second(kbps) and transfer rate on the Internet is measured in kilo bytesper second (kbps). Here, 1 Byte = 8 bits. Hence Download Speedis always 8 times that of Transfer Rate or in other words, TransferRate is always 1/8th that of Download Speed. This implies that ifyou are on an unlimited plan with 512 kbps download speed, thenyou will get a transfer rate of 64 kbps.

The Contention Ratio is calculated as the number of customers usingthe same available bandwidth at any one time. For a plan-specificContention Ratio, visit:http://www.tikona.in/for-homes-wireless-broadband-termsandconditions.Tikona Digital Network (TDN)reserves the right to increase Contention Ratios up to 1:50 for

Home Broadband plans and 1:30 for Office Broadband plans as perTRAI guidelines.


Download Speed vs. Transfer Rate

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Contention Ratio

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Glossary

tikona.in

This is the speed at which data is transferred from the Internet to acomputer. Download speed is measured in units of kbps (kilo bitsper second).

For the most accurate Speed Test results, run the Speed Test

(speedtest.tikona.in) from a computer using a direct wiredconnection. Subscribers using Tikona Wi-Fi need to ensure that thecomputer is close to Wi-Fi Modem. While running Speed Test, closeall other tabs, browser windows and clear browser cache.Sometimes, firewall settings or running more than one firewallsimultaneously can impact Speed Test results.

Clearing browser cache periodically helps improve systemperformance and throughput.

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Download Speed

Best practices to improve speed/performance

Test Speed

Clear Browser Cache


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Glossary

Check Firewall Settings

Peer-to-peer file sharing applications typically run in the backgroundand use Internet connection to upload and download files. Closing

this type of application improves performance.

Minimise the number of applications that are running simultaneouslyon the PC, along with the number of tabs open in the browser to

improve performance.

Sometimes, firewall settings or running more than one firewallsimultaneously can impact speed test results. Disabling firewallmay improve performance.

Stop Background Applications(Peer-to-peer file sharing, etc.)

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Limit Number of Applications

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Glossary

PC Configuration

Available bandwidth gets divided among all the devices sharing thesame internet connection. Limiting the number of connecteddevices (e.g. computers, gaming systems, mobile phones, etc.)helps improve performance.

Regular virus and spyware scans using licensed anti-virus will keepthe computer secure, thereby improving performance.

PC Configuration should match the minimum PC configurations asmentioned on www.tikona.in> Products & Services > For Homes

> Tariff Plansfor optimum performance.

Limit Number of Connected Devices

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Run Virus/Spyware Scans Regularly

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Glossary

Turning the computer OFF/ON periodically will close programs thatare running in the background and can improve performance.

Turning the Tikona Wireless Modem OFF/ON will reset the connectionand may improve performance. Wait for about 5 minutes afterpower reset.

Reboot the Computer


Reboot Tikona Modem

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Tikona Internet Customer User Guide

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