Troubleshoot

Cable Internet

Inquire with us+

Inquire with us.

Subisu Fair Usage Policy+

Subisu’s Fair Usage Policy is designed in such a manner that we continue to provide the best of Internet experience to all our customers. This Fair Usage Policy forms part of/and incorporated in Subisu Terms & Conditions for Internet Service.

Why Fair Usage Policy?

The intent of Subisu Fair Usage Policy is to provide the optimum Internet experience to all Subisu customers. 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. Subisu Fair Usage Policy will be applicable in such cases.

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.

On reaching the fair usage level, the plan speed would be rationalized by up to 60% for the rest of the monthly billing cycle. Subisu Sales Personnel will also inform the customer that the speeds for the rest of the billing cycle month would be as per the Subisu’s Fair Usage Policy. However, if the customer continues to breach Subisu Fair Usage Policy for the particular decreased bandwidth as well, Subisu may either notify to stop the unacceptable usage or may terminate the service (with or without notice). The customer may still be liable for the payment of excessive usage.

Please note that the speed would be upgraded to the normal speed at the start of the next billing cycle.

What is the impact of Fair Usage Policy on data transfer limits?

We assure you that the data transfer limits remain unlimited and no change has been made in the same.

To view the plan wise usage levels set, please visit the tariff section.

Subisu reserves the right to change/modify the terms and conditions of Subisu Fair Usage Policy in part or in whole as and when need for the same is realized.

Changing account password+
  • Try double login.
  • After logging in twice
  • Select your name and there is the option of authentication list.
  • Select authentication list and the next page appears again select your name.
  • On the left side there is change net password you can select that and change net password,
  • Again go to the first page.
  • There is account details at the left column.
  • Select account details.
  • Next page appears.
  • In the next page again select your username.
  • There is change account password change that password as well.
Cable Blink/ Signal Issue+
  • Reboot the devices.
  • See the lights in the modem.
  • Either there is upstream,downstream or cable light
  • Check these lights.
  • None of the above lights should be blinking.

Till these lights in the modem are not stable internet won’t work. These types of problem are called signal problem and should be maintained by the technicians. Please raise the ticket of cable blink so that technicians can do it soon.

IP not taking+

If all the lights in the modem are stable still internet is not working then there may be the problem due to IP.

  • Check if the Wifi is connected or not.
  • If connected still internet is not working then reboot(Off and then on the devices after 10-15 Secs)
  • Check if the Ethernet cable from modem is inserted in WAN  port(WAN port is unique color port in the router)or not and light in the Ethernet cable is glowing or not and if everything
    ?
  • Try login page (ie 1.254.254.254).
  • If login page appears Login and internet will start working.
  • Raise the ticket of internet not working.
Changing wifi password+
  • After wifi is connected to your device
  • Find default gateway of your router.
  • Type the default gateway(eg. 192.168.1.1) to the browser.
  • Your router page will appear. Authentication is required

Username: admin
Password: admin

  • Find the option wireless >wireless security
  • Delete your current password and insert new password and save.
  • Connect your wifi using new password.
Problem in Outlook+
  • Go to account setting.
  • Incoming mail server : pop3.subisu.net.np
  • Port: 110
  • Encryption: None
  • Outgoing mail server : smtp.subisu.net.np
  • Port : 25
  • Encryption : None

If these settings are fine, test the mail settings by sending a mail. If it is still not working, then use the following settings.

  • Incoming mail server : pop3.subisu.net.np
  • Port : 995
  • Encryption : SSL/TSL
  • Outgoing mail server : smtp.subisu.net.np
  • Port : 465
  • Encryption : SSL/TSL
Slow Browsing+

If you are facing slow browsing in internet.

  • Firstly check your wifi signal.
  • Reboot your devices.
  • If the signal is fine and then find the default gateway of your router. For finding the default gateway:
  • Press the window button and R at the same time.
  • A dialogue box appears
    .
  • Type ‘cmd’
  • Another dialogue box appears.
  • Find the default gateway
  • And again type ping (your default gateway)
  • If request Time out is seen reset your router
  • If ping is fine then try double login and check your account graph.
  • If high usage can be seen stop downloading and browse again and if no usage seen raise the ticket of slow browsing.

Clear TV

To add channel to favorite list+
  • Go to channel list, press OK
  • Select the channel category and go to the channel you want.
  • Select the channel to add to the favorite list and press RED function key. (Function Key: Red Green, Yellow and Blue)
  • Select favorite list (8 favorite list is available) to add channel to
  • Select favorite list that you want to add to
  • Press OK
Factory setting+

If the channels are not available or access denied appears to your Screen

  • Select menu button
  • Choose setup and inside setup select setup again
  • There is factory setting in the option.
  • Select factory setting, Pin no. pin no. is required.
  • Pin no is 8888 and select okay
  • After NIT search is completed press tuner for NIT search.
  • If the channels are still not available call our Support.
NIT search+

For NIT search you can directly go to tuner option.

To record LIVE program+
  • Insert USB device on USB port.
  • Select channel to record.
  • Press record key to record the program
  • Press stop to stop the recording.
To record upcoming program+
  • Insert USB device on USB port.
  • Go to EPG
  • Select the channel.
  • Select the upcoming program that you want to record using the navigation key
  • Press INFO key on remote
  • Notification box appears
  • Press red Function key to record.
  • Confirm recording pressing ok key to stop.
To view the recorded program+
  • Go to record program from the main menu or press PVR key to display media player of the STB for the inserted USB device.
  • Select the recorded program
  • List of recorded program appears
  • Select the recorded program you want to watch using navigation key.
  • Press backward key to rewind the recorded content
  • Pres exit key to exit playing screen.

Wireless

Router Power and Adapter Checking+
  • Check the power status of Power Over Ethernet ( POE ) / Adapter of wireless device.
  • Check the Ethernet cable properly and verify whether it has been connected properly on router and device.
  • Sometimes the device may go to idle state , so at that moment the device should be hard  rebooted.
  •  After doing this also, if there is no internet then make a call to customer care centre to look into the issue. The contact number is 01-4235888.