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FAQs


What is Broadband?
In telecommunications, broadband is a wide bandwidth data transmission with an ability to simultaneously transport multiple signals and traffic types. The medium can be coaxial cable, optical fiber, radio or  twisted pair.
Broadband provides a superior internet experience over dial up connection as it allows ease of downloading or uploading large-sized files or multimedia content web pages much faster.
TRAI has defined Broadband as ‘an always-on’ data connection with minimum speeds of 512 Kbps.

What is Internet over Cable and how does it work?
It's an always-on Internet service, where high speed Internet is delivered over special cables. This technology uses Fiber and Coaxial cables to deliver Internet that has a higher capacity and are more weather resistant in comparison to Telephone cables that are designed to carry voice only. Cable Internet uses a Cable Modem to communicate between your computer and the Internet. It works in very similar manner as the modem used for dial up connection, but converting your data requirements into a high speed form compatible with the cable infrastructure.

What is a Cable Modem?
Cable Internet uses a cable modem to communicate between your computer and the Internet.  The interface is between the higher speed coaxial cable and your PC. A cable modem has a capacity to transmit data at upto 4 Mbps, which is many times higher than a typical 56 kbps dialup modem.

Do I need a modem?
Ordinary dial-up modems are not suited for cable internet. You need a special cable modem that would connect to your computer. When you take service from YOU Broadband, at an additional cost the modem is provided by us.

What is FTTH
Fiber to the x (FTTX) is a generic term for any broadband network architecture using optical fiber to provide all or part of the local loop used for last mile. FTTX is a generalization for several configurations of fiber deployment, arranged into groups like FTTH/FTTB/FTTF (Fiber laid all the way to the home/building/Floor) and with copper wires completing the connection. As fiber optic cables are able to carry much more data than copper cables, the traditional copper based networks are being replaced by fiber and thus paving the way for providing Gig interfaces for the subscribers.

How do I apply for YOU Broadband connection?
You can apply for new connection via website and YOU Broadband mobile app
Website:

  • Step 1: Go to www.youbroadband.in
  • Click on Apply for New Connection
  • Fill your Name, Mobile number, Email Id, City, Area, Building, Address.
  • Enter the Captcha and click submit

Mobile App:

  • Step 1: On the Homepage of the YOU Broadband Mobile app click on new connection tab
  • Step 2: Select your city and the area and then click on check availability
  • Step 3: You will receive a pop up message ‘Yep we are there!’ Touch continue to proceed with the request
  • Step 4: Fill your Name, Address, Email Id and Mobile number and click submit

Do I need to pay while applying for YOU Broadband connection?
No payment has to be made at the time of applying of an order. Post feasibility check, you would receive a confirmation email for making online payment to activate service.

What is the process of Service delivery?
Service delivery is as below:
Once your application has been processed for technical feasibility and when your building has been verified you will receive a call from YOU Broadband to assist you on selecting a tariff plan and in making online payment. If you wish to make offline payment the company will arrange for pick up of your cheque/cash. Installation will be done after the realization of subscription amount. On the time of installation you will need to submit the below listed documents for enabling service activation.
The following documents need to be submitted

Address Proof: Photocopy of ANY ONE of the following

  1. Ration card
  2. Latest society or water bill
  3. Latest MTNL bill
  4. Property tax or IT returns
  5. Latest paid bill of another operator

Photo Identity: Photocopy of ANY ONE of the following

  1. Passport
  2. Voter's ID card
  3. Driving license
  4. Company or College ID (current session)
  5. PAN card

Incase of office address for billing:

  1. Proof of Address of existing company
  2. NOC from the company

One recent passport size colored photo

What are the installation charges for the service?
Installation charges are based on the validity of plan selected. Currently, there are no installation charges for 6 months and 12 months plan.
Please note charges for other months
Plan for 3 to 4 months - Rs 349 (If done through online Rs 300 only)
Plan for 1 to 2 months – Rs 650

Are there any additional costs besides installation charges?
Yes, beside the plan and installation cost, there will be a refundable deposit of Rs 1000 or Rs 1500 or Rs 2000 based on the network available in your area you will be charged during the time online or offline payment.

What are the benefits of online service booking?
Benefits of an online service booking varies according to the plan taken
3/6/8 months (MB / Dual plan) get 10% extra GBs.
12+ months plan get 15% extra days for Unlimited Plans
3/4 months plan, get Rs 50 waiver on installation charges
6/8/12 months plan, get FREE installation

What does Tariff Plan mean?
Tariff plan is a plan that a subscriber has opted for determining his requirement for Speed and usage for a given pre-determined validity.

How do I select an optimum plan or what are the different types of plans?
We offer different types of plan such MB (Data transfer plan), Unlimited Plans, Dual Speed Plans (High speed Up to Free resources & reduced speed till validity expiry), Day & Night Plans (Low speed during Day time & increased speed during Night time). You can choose your appropriate plan according to your requirement and usage.

What speeds are offered by YOU Broadband ?

YOU Broadband offers plans with speeds from 1 Mbps - 100 Mbps speed to residence and enterprise.

What is the Fair Usage Policy (FUP) ?
A very small number of customers use an excessive amount of the network bandwidth, to the extent that it can impair the experience of others. The intent of our Fair Usage Policy is to provide the optimum internet experience to all customers.

What happens in Fair Usage Policy ?
Under the policy we have defined fair usage levels for unlimited data transfer plans and needless to mention, the usage levels set are very generous such that most customers will not be affected by the Fair Usage Policy.

What is YOU Broadband app and its benefits?
YOU Broadband has introduced a Mobile application to serve its subscriber with ease and convenience. Features of the YOU Broadband app are as mentioned below:

  • Apply for New Connection
  • Check status of New Connection
  • Quick Pay
  • Login to check your account details
  • Renew Online
  • Check Usage
  • Refer a Friend
  • Request for technical help
  • Track your complaint in real time
  • Set up renewal reminders

When do I renew my service?
You need to renew your account when it nears the threshold of your Mb limit /Service validity. YOU Broadband will intimate you when you are reaching the threshold by SMS/email or call, to facilitate service renewal.

Where and how do I pay my YOU Broadband service bill?
Procedure for renewal by online payment using net banking /Credit card(Master/visa)/ Debit Card/ Wallet Cash cards/ IMPS
Step1: Go to www.youbroadband.in
Step 2: Click on ‘My Account’ and login using your user name and password.
Step 3: Post login choose the option ‘Renew Now’. Step 4: Select Net banking/Credit card and enter the payment gateway and follow the process.

Mobile APP
In Mobile app go to my accounts menu>> Renew My Account, Select new plan or Renew this Plan and follow the online payment procedure.

Offline payment
We assist in offline account renewal using cash or cheque through our collection executives. You will have to call your respective location call center to place a request for payment collection. An executive will visit your location address to collect the payment within 48 hours.

What are the benefits of re-charging service online?
When you opt for recharging service online we offer the following discounts

Slab Structure Discount (Rs.)
1001 - 2500 50
2501 - 5000 75
5000 - 8000 150
8000 & Above 250

What is an Account No?
Account Number is the unique identification number assigned to every subscriber in YOU Broadband. The number has to be kept handy while interacting with YOU Broadband service executive.

How to reset your password through SMS or online?

Step 1) Type password & your YOU Broadband User Id in the following format PWD (space) User name/Account Number. For eg, if your account number is 111910, then your SMS will be as follows: PWD 111910 or if your user name is jyoti, then your SMS will be as follows: PWD jyoti
SMS the above format to 92277 92200 and we will reset your password. The system generates a new random password and this will be sent to you as a reply to your SMS. For security reasons, we advise you to login and change your password immediately 

Step 2) To reset your password online

  • Step 1: Go to www.youbroadband.in
  • Step 2: Click on “My Account” and login using your user name and password
  • Step 3:Select ‘password change’, save the new password
  • For security reasons, we advise you to login and change your password immediately

If I shift my home, how do I know whether YOU Broadband service will be available at the new location and what are the charges I need to pay if the service is available at the new location?

If you are shifting your home, you can call up YOU Broadband customer care to find out whether the new location already has the YOU Broadband service. If service is available at new location, our Customer care will take down the request for a shift in location. The one-time charge for shifting is Rs. 650.

My Internet Connection Is Not Working?
We are happy to assist you with any technical related issues faced while using our service. A technical team member will be assigned to your case to resolve the issue. However, before you call us to register complaint please run through the following checklist.

  • (put a tick box) the LAN cable is properly plugged in to the computer / router
  • make sure that the LAN Card / Wireless adapter is not disabled.
  • see if the LED lights on the LAN card are blinking or not.
  • make sure that the LAN Connection is indicating ‘Connected’
  • If you are using a ‘Router’, please restart the same

Please go to Start > Run, here type ’cmd’ and the Command prompt / DOS prompt will appear. In the Dialogue box which appears please type ‘ipconfig /release’ followed by ‘ipconfig /renew’. Then try to surf again.
Disable and then enable your LAN card / Wireless Card / switch off your router, wait a few seconds and then switch it on again.
If your internet does not work post following the above steps, please contact the support team according to your location visit http://www.youbroadband.in/contactus/help_office.php

How do I lodge complaint?
If you are facing service, billing or connection related issues, please register your complaint through the following channels

1) Call customer care (http://www.youbroadband.in/contactus/help_office.php)

  • SMS SERVE(Space)Account number/username to 9227792200
  • YOU Broadband MOBILE APP (link) login with your username and password and click on support menu, view the available engineers in your location, confirm and get real time support. If, no engineer is available at the time of complaint registration the system will automatically schedule request.

How do I cancel or disconnect my YOU Broadband Account?
You can cancel or disconnect your YOU Broadband account by registering disconnection request either by call or email. 
(http://www.youbroadband.in/contactus/help_office.php)

How do I get a refund?
Refund - Prior to Activation:
In the unlikely event of you deciding to cancel your application for a YOU Broadband connection, for any reason, the appropriate refund will be made by YOU Broadband in the stipulated time.

Refund - Post Activation:
Should you decide to disconnect your YOU Broadband connection after activation, you will get refund once you register request asking for a disconnection by call or email ( http://www.youbroadband.in/contactus/help_office.php). The refund would be made after adjusting any dues and will be made by YOU Broadband by cheque within a stipulated time period.

602
The port is already open. This error occurs under Windows 95/98 and indicates that there is no dial-up adapter present in the Network applet of the Control Panel. To resolve the problem, remove WinPoET, add a dial-up adapter, and then restart the PC. The error may continue to appear if you attempt when WinPoET is already connected.

604
You have entered an incorrect user name or password.

617
The port or device is disconnecting. This error usually occurs under Windows 95/98 and indicates that there is no dial-up adapter present in the Network applet of the control panel. To resolve the problem, remove WinPoET, add a dial-up adapter, and restart the PC.

618
The port is not open. This error usually occurs on Windows 95/98 and indicates that there is no dial-up adapter present in the Network applet of the Control Panel. To resolve the problem, remove WinPoET, add a dial-up adapter, and then restart the PC.

619
The port is disconnected. – OR – The specified port is not connected. This error could indicate a problem with your Internet Service Provider (ISP). Contact your ISP for assistance.

621, 622, 623, 624 & 625
The error occurs on Windows NT 4.0 workstation or server. To resolve the problem open RAS settings and configure the iVasion PoET adapters for dial-out..

629
The port has been disconnected by the remote machine. You have entered an incorrect user name or password. – OR – The connection is not valid (for example, the cable is unplugged).

630
The port was disconnected due to hardware failure. This error occurs if you try to connect when WinPPPoverEthernet.exe is not running or is not fully loaded.

631
The port has been disconnected by the user. You have clicked ‘Cancel’ on the WinPoET Dialer dialog box.

633
The port is in use or is not configured for Remote Access dial out. On Windows 95/98, refer to error number 602 for information. On Windows NT 4.0, refer to error number 621 for information.

634
Cannot register your computer on the remote network. You have entered an incorrect user name or password.

645
Internal authentication error. This error occurs if you have not appended your user name with the correct AC-specified context. – OR – No dial-up adapter is installed. See Installing the iVasion PoET Adapter for Windows NT.

646
Your account is time-restricted. Log on during the designated time.

647
Your account has been disabled. Contact customer support

648
Your password has expired. Contact customer support

649
The account does not have Remote Access permission. You have entered an incorrect user name or password.

651
Your modem (or other connecting device) has reported an error. You may have either incorrectly installed WinPoET or removed the iVasion PoET adapter (in Windows 95/98). Remove WinPoET, restart your PC, and re- install WinPoET.

652
You may have either incorrectly installed WinPoET or removed the iVasion PoET adapter (in Windows 95/98). Remove WinPoET, restart your PC, and then re-install WinPoET..

665
The port is not configured for Remote Access. This error occurs under Windows NT (WKS or SVR). The solution is to open the RAS settings and configure the iVasion PoET adapters for dial-out and the TCP/IP protocol.

691
Access denied due to invalid username and/or password on the domain.

692
Hardware failure in port or attached device. This error occurs if you try to connect when WinPPPoverEthernet.exe is not running or is not fully loaded.. – OR – On Windows NT, you may have reinstalled WinPoET without removing the previous installation adapters.

708
Your account has expired. Contact customer support.

711
RasMan initialization failure. Check the event log. This error may occur on Windows NT. Reapply the Microsoft Windows NT Service Pack.

718
PPP timeout. You have entered an incorrect user name or password. OR – The connection is not valid (for example, the cable is unplugged).

719
PPP terminated by remote machine even though a valid connection has been detected. Contact your ISP for assistance.

720
No PPP control protocols configured. This error is occurs when there is an Access Concentrator (AC) problem with your ISP.

721
Remote PPP peer is not responding. You have entered an incorrect user name or password. OR – The connection is not valid (for example, the cable is unplugged).

734
The PPP link control protocol has been terminated. This error occurs on Windows NT if Net BIOS is not installed. In the Control Panel of the Network applet, install the Net BIOS Interface service.

735
The requested address has been rejected by the server. Remove the IP address and re-try.

739
The remote server cannot use the Windows NT encrypted password. You may have selected an NT encrypted password in the phone book entry. Clear the check box to access the server.

751
Error code = 751 and extended error code = 0 both these errors occur if dial -up adapters are already in use by another connection.

752
Error code = 752 and extended error code = 0 both these errors occur if the TCP/IP bindings have been removed from the Ethernet card. To resolve the problem, restart your computer.

For any further help contact our Helpline

Ahmedabad
95120 12000

Chennai
91212 91212

Hyderabad
91212 91212

Navi Mumbai
91212 91212

Surat
95120 12000

Vadodara
95120 12000
Bangalore
91212 91212

Gurgaon
95120 12000

Mumbai
91212 91212

Pune
91212 91212

Thane
91212 91212

Vishakapatnam
91212 91212

New Connection

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