FAQ

  • Will I really get the mention speed? (10 /15/25 Mbps etc...)
It depend upon the package or a service you had from WebSurfer. If you purchase dedicated bandwidth you will get the mention speed whereas for shared Bandwidth speed of the internet is divided among the users in shared ratio.
 
  • Does the data transfer volume include both upload and download?
It depend upon what kind a service you are taking from WebSurfer.
                                                                                                         
  • What happens once my data transfer volume is finished?
If volume given to the client is finished it automatically comes back to fall speed.
 
  • What happens once the validity on my account expires?
Before expiring account you will get informed by SMS or email as your account will be expire in certain days. If expire; the client can easily renew his/her account through e-Sewa/SCTnPay or simply through pay counter and had their account renewed.
 
  • I have 10GB of data volume remaining on my account, but the validity expires tomorrow.  What do I do?
The best option is to use the remaining data within time limit. Once the validity expire it will have no use.
 
  • Can I use my own router or can I buy it from the market?
Yes, you can use any DSL router but it will only serve as secondary router. It will require WebSurfer router to get the connection as primary router.
 
  • I have a TP-Link router. Does FTTH works on it?
Yes, But FTTH will required its own primary router and TP-Link DSL router* can be used as secondary router to boost the Wi-Fi connection. The router must be DSL.
                                                                                                                                               
  • How do I know my remaining Volume?
You can log into the http://sure.websurfer.com.np/WSNLIVENP/selfcareLogin.aspx to know about the remaining volume.
 
  • After finishing the subscribed volume where should I go to renew my account?
The client can easily renew his/her account/volume through online payment via e-Sewa/SCTnPay on http://sure.websurfer.com.np/WSNLIVENP/selfcareLogin.aspx or simply through pay counter at WebSurfer Head Office at 1st Floor, Shree Raj Bhawan, Subidhanagar, Tinkune , Kathmandu.
 
  • What should I do if my internet not works properly?
If your internet is not working, you can call to our office hunting line 4470093 and dial 600 for corporate and 500 for SoHo/home user support and register your problem. Our Support Team will fix the problem ASAP.
 
  • Can I get the same service technology if I shift into a new location?
In case of new location you can get our services but first you have to give the location where u are shifting so that our field visit team can survey for availability on connection. Shifting charge will be applicable.
 
  • How can I change my password?
Though we had not given a router access to client (FTTH/TvNet) they can call any time to support and have their password changed. Whereas for Wdsl connection you can change the password by accessing router through link provided at the back of the router. For Eg:type 192.168.1.1 in your browser and then login with user name & password mention in back of the router and click wireless setting >wireless security
 
  • Is there any Sharing Ratio or I can get dedicated speed all the time?
It depends on the product and package whether it is Dedicate bandwidth or shared bandwidth.
 
  • Does TvNet works at the time of load shedding?
Yes, TvNet work at the time of load shedding. You will require power backup at your home.
 
  • What are the payment options?
Client can pay through online payment via e-Sewa/SCTnPay on http://sure.websurfer.com.np/WSNLIVENP/selfcareLogin.aspx or simply through pay counter at WebSurfer Head Office at 1st Floor, Shree Raj Bhawan, Subidhanagar, Tinkune , Kathmandu.