FAQ's | Subisu

Cable Internet

General/Basics

Cable Internet is a form of broadband Internet access using same infrastructure as a cable television. Providing network edge connectivity from the ISP to its end user. With the use of a cable modem a broadband Internet connection is forwarded via coaxial cable for much greater bandwidth than previous telephone lines.

Cable Internet connections works by using channel space for data transmission, certain channels for downstream transmission and upstream transmission.

With the fact that, many of homes are already wired for TV services running through coaxial cable since many years and with the help of DOCSIS Technology, Subisu being the First ISP (Internet Service Provider) to launch and exist till date in Nepal providing broadband internet and having its necessary coaxial network infrastructure to achieve faster access to the Web.

Since the cable modem is supported by all Operating Systems, it works with any operating system.

Sales

Subisu Cable Internet service is available in Kathmandu, Bhaktapur and Lalitpur. To know more, please contact our Consumer Sales or visit our website.

You can make the payment to the representative who installs the service; right after the installation is completed.

You can either have the payment done at Subisu’s head office or at its nearby station or at the concerned re-seller/local partner/provider’s office in your area. You can also make the payment by depositing the amount through our partner banks or pay it online using our online payment partners. Please check our payment partners section for more information regarding our partner banks and online payment partners.

Payment using Subisu’s online payment partners and bank deposits are applicable only in Kathmandu valley for the time being.

SMS or a phone call from our renewal section seven days prior to your account’s expiry and right after the next day of expiry. You can check via https://selfcare.subisu.net.np/

You can either have your subscription renewed by making the renewal payment done at Subisu’s head office at Baluwatar, Kathmandu or at its nearby station or at the concerned re-seller/local partner/provider’s office in your area. You can also make payment for renewal by depositing the amount through our partner banks or pay it online using our online payment partners.

Nearby Stations https://subisu.net.np/contact-us

Please check our payment partners section for more information regarding our partner banks and online payment partners.
Ref https://subisu.net.np/payment

Payment using Subisu’s online payment partners and bank deposits are applicable only in Kathmandu valley for the time being. Please renew your account timely to avoid disconnection of your service which is automatically done by the system software, once your account validity expires.

You can request us to extend the subscription for 3 days more using ‘promise to pay’ with an assurance from your side to pay within that period. We provide this privilege to customer understanding their circumstances. However, if you still fail to pay within that time period than unfortunately the service will be disconnected until the payment is made.
Ref: https://selfcare.subisu.net.np/

To switch to another package you can contact our Sales Section or check our website to get further information.

You can contact our Sales Section to know more about the available packages with higher speed.
Ref: https://selfcare.subisu.net.np/

Yes, you can shift your existing service to the areas where Subisu’s network is already available. Please call or email at Sales Section if you plan to shift the connection from the existing place.
For email: consumer.sales@subisu.net.np

Yes, Rs.500 will be charged for this purpose. In case of additional use of cable (Fiber/coaxial), depending upon the service available and requested, charges will be applicable as per actual.

Please contact sales section in such case. You will not have to pay for the unused time duration which you need to communicate in advance to our sales team. Please clarify about the duration which you are not going to use the service (for a temporary period) with the concerned renewal personnel at the time of informing about your temporary deactivation. However, you will be charged for TV service (if applicable) as per actual.
For email: sales@subisu.net.np

If you decide to discontinue your Internet subscription only, then you will need to pay for the Clear TV service as per actual.

Technical

No, you don’t need to change the router’s configuration after taking fixed IP. The WAN connection in router has to be in DHCP/Dynamic IP.

Please follow the steps to check data usage:-

Log into the internet and open https://selfcare.subisu.net.np/
Enter your username and account password.
On the home page you will find Session History where you will be asked to provide username and the dates of usage data.

Getting the data from the server may take a little time. On the same page you will also find Usage Summary where you can access data usage from the date you have selected in the form of a total.

In order to change the username, please contact our Sales Section.
Email: sales@subisu.net.np

Check the bandwidth utilization, latency, wireless strength and pinging the default gateway. If everything seems fine at your end, then you can contact our Technical Support to know the cause.

To get a fixed IP/Static IP, please contact our Sales Section.
Email: sales@subisu.net.np

Sometime device resources are fully utilized and some device stuck in hung state at that time router/modem may not be functional. So, router/modem needs to restart manually to kill unnecessary task that are running on devices.

Stable online led indicates that modem is in operational state but if this led is blinking then internet can’t be surf from that modem. Below are the possible causes of online led blinking.
1. Modem is not provisioned
2. RF signal problem
3. Modem is in hung state
4. Modem damage

This means that the proxy server has restricted you to access the internet. To overcome such problems please follow the process here below:

Open browser
Go to settings
Click on advanced settings
Click on network
On properties select LAN
Now change the option to no proxy.
Click on OK.

If the process does not resolve the issue, please reset the browser or install new browser. Sometime need to update browser version as well.

To configure wireless modem, follow the steps below:

Open any browser
Type 192.168.0.1
Type username : mso& password : msopassword
Go to WLAN
Enter username or SSID Name & password / Network key / PSK
Click on apply
Click on reboot

Technical phone support is available 24/7. However, field related support is available only during working hours. Contact: 01-4235888 / 9801235888

Email: support@subisu.net.np

Generals/Basics

FTTH (Fiber to the Home) is the delivery of a communications signal over optical fiber from the operator’s switching equipment all the way to a home or business, thereby replacing existing copper infrastructure such as coaxial cable.

Fiber has Immunity to electromagnetic interference and has low attenuation loss than any available solutions; this will make your internet connection reliable and consistent.
You can get virtually unlimited download and upload speed as accordance to your desire.

To meet your need for higher speed, reliable and secured network, Subisu has come up with Next Generation Network Technology i.e.Fiber to the Home (FTTH) service. It is governed by GPON technology.

FTTH service of Subisu offers you:

Future ready technology/service i.e. Triple Play Service (Voice, Video and Data) from a single fiber line to your home.
A consistent and quality service.
Optimized business model by independent ONT solutions and optimal technology migration throughout the network.

FTTH service doesn’t require electrical power for distribution of fiber network (between POP to your location). So, there will be no impact of load-shedding to your FTTH service.

Sales

Subisu FTTH service is(are) available in Kathmandu, Lalitpur and Bhaktapur, and also available in areas outside Kathmandu valley. To know more, please contact our Subisu’s head office or any nearby SUBISU station.

You can make the payment to the representative who installs the service, right after the installation is completed.

You can either have(make) the payment done at Subisu’s head office or at its any nearby SUBISU station or at the concerned re-seller/local partner/provider’s office in your area.

You can also make the payment by depositing the amount through our partner banks or pay it online using our online payment partners. Please check our payment partners section for more information regarding our partner banks and online payment partners.

Payment using Subisu’s online payment partners and bank deposits are applicable only in Kathmandu valley for the time being.

SMS or a phone call from our renewal section seven days prior to your account’s expiry and right after the next day of expiry.

You can check via https://selfcare.subisu.net.np/

You can either have your subscription renewed by making the renewal payment done at Subisu’s head office at Baluwatar, Kathmandu or at its nearby station or at the concerned re-seller/local partner/provider’s office in your area.

You can also make payment for renewal by depositing the amount through our partner banks or pay it online using our online payment partners. Please check our payment partners section for more information regarding our partner banks and online payment partners.

Payment using Subisu’s online payment partners and bank deposits are applicable only in Kathmandu valley for the time being.

Please renew your account timely to avoid disconnection of your service which is automatically done by the system software, once your account validity expires.

To switch to another package you can contact our Sales Section or check our website to get further information.

You can contact our Sales Section to know more about the available packages with higher speed.

Yes, you can shift your existing service to the areas where Subisu's network is already available. Please call or email at Sales Section if you plan to shift the connection from the existing place.

For email: consumer.sales@subisu.net.np

Yes, Rs.500 will be charged for this purpose. In case of additional use of cable (Fiber/coaxial), depending upon the service available and requested, charges will be applicable as per actual.

Please contact Sales section in such case. You will not have to pay for the unused time duration which you need to communicate in advance to our sales team. Please clarify about the duration which you are not going to use the service (for a temporary period) with the concerned renewal personnel at the time of informing about your temporary deactivation. However, you will be charged for TV service (if applicable) as per actual.

For email: sales@subisu.net.np

If you decide to discontinue your Internet subscription only, then you will need to pay for the Clear TV service as per actual.

ONU stands for Optical Network Unit, which is usually placed inside customer premises and it converts optical signal transmitted via fiber to electrical signals. Later on electrical signal is delivered to router or any other CPE device in the client end with the help of Ethernet cable.

Technical

Yes, the ONU is supported by all Operating Systems and works with all of them.

The ONU is not able to range the downstream PON signal (frequency) or ONU is not registered in OLT (system). You can’t connect to the internet unless the PON is stable. Contact to technical support for assistance.

The ONU is not able to receive the RX-Optical Power. There may be possibility of a broken fiber link. First check all the patch chord connected inside the residence and re-check the LOS LED. If the LOS LED is still continuously blinking in red then contact the technical support for assistance.

Please Call Subisu Support at 01 4235888 & 9801235888 or email us at support@subisu.net.np for assistance.

Please follow the steps to check data usages:

Log into the Internet and open https://selfcare.subisu.net.np/
Enter your username and account password.
On the home page you will find Session History where you will be asked to provide username and the dates of usage data.

In order to change the username, please contact our Sales Section.

Email: sales@subisu.net.np

Check the bandwidth utilization, latency, wireless strength and pinging the default gateway. If everything seems fine at your end, then you can contact our Technical Support.

To get a fixed IP, please contact our Sales Section.

Email: sales@subisu.net.np

Before connecting to the router, connect the PC directly to the Modem via Ethernet (NOT via USB) and make sure that the Internet connection is working. Then connect the Ethernet cable from the cable modem to WAN/Internet port of the router. Connect your PC via Ethernet wire to LAN port of the router. For further guidance, please refer to the user manual of your router. If this does not work, please contact 01-4235888 & 9801235888 or email us at support@subisu.net.np

General/Basics

Check the RSSI (Wireless Signal level of CPE device), it should be around -65 dBm

Mostly coverage of the device depend upon the placement of device and density of the urbaneness of environment.
Practically we found coverage of NSM2, LocoM2,Bullet M2 (Ubiquity Product) with sector antenna within 1.5KM
In the case of 5Ghz, NSM5, LocoM5,BulletM5 it will be within 2.5KM
Engenius product ENH 200, ENS 500, EXT 700 and CIG has the coverage area with 1KM

Press the Hardware button for the 10 second.
In some of the product need power reboot after hard reboot.

Technical

First download the Latest firmware from the official site of product.
For ubiquiti product : https://www.ubnt.com/products/#all/wireless
For Engenius product: http://www.engeniusnetworks.com/
Upload the downloaded latest firmware.

Signal level in the range of -65dB is satisfactory, below this in the range of -50 is good enough.

For the wireless connectivity always select Bandwidth 20/40.
Channel 1, 6, 11 are non-overlapping channel try to select these channel and correspond frequency.

Login the device page
Select the wireless option and then step down to security
Select security mode as AES/WEP/WPA-PSK then set password in password block

Login the CPE device page (mention in 1st FAQ).
Select the main option.
At the bottom there is the WAN (wireless connectivity data rate) and LAN interface data rate.

Frequenty Asked Questions

General/Basics

Sales

Technical

Generals/Basics

Sales

Technical

General/Basics

Technical

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Frequenty Asked Questions

General/Basics

What is cable internet?

Why Subisu cable internet?

Does my cable modem work with any operating system?

Sales

Where is Subisu Cable Internet Service available at?

How/When do I make the first payment for the service I have subscribed to?

What are the payment options and what are the processes for them?

How do I know that my account has expired?

How do I renew my account?

Will my service get disconnected if I fail to pay on time?

I’m your existing customer, how can I switch to other available packages?

What should I do if I want to upgrade the Internet Speed of my account?

Can I shift my existing service if I change the location?

Do I need to pay any extra charge if I wish to shift my location?

What if I have to disable my account for a temporary period? Do I need to pay for the unused duration?

What will happen to my current Clear TV service if I decide to terminate my Internet subscription?

Technical

Do I need to change my router’s configuration after taking fixed IP?

How do I check my data usages?

How can I change the username of my account?

What if I face slow browsing problem?

I need to get a fixed IP/Static IP, How can I get it?

Internet doesn’t work sometime until I restart my modem/onu, why?

Online led on my modem keeps on blinking. Why don’t they become steady?

My connection seems fine but in my browser, error message is displayed which says proxy error or sites blocked. What does this mean?

How to configure my wireless modem (Hitron)?

Do you provide 24 hours Technical Support?

Generals/Basics

What is FTTH?

Why Fiber when you have existing co-axial, ADSL, wireless and other DSL solution?

Why Subisu FTTH?

Does Load-Shedding impact your FTTH service?

Sales

Where is Subisu FTTH Service available at?

How/When do I make the first payment for the service I have subscribed to?

What are the payment options do you offer and what are the processes for them?

How do I know that my account has expired?

How do I renew my account?

Will my service be disconnected if I fail to pay on time?

I’m your existing customer, how can I switch to other available packages?

What should I do if I want to upgrade the Internet Speed of my account?

Can I shift my existing service if I change the location?

Do I need to pay any extra charge if I wish to shift my location?

What if I have to disable my account for a temporary period? Do I need to pay for the unused duration?

What will happen to my current Clear TV service if I decide to terminate my Internet subscription?

What is Optical Network Unit (ONU)?

Technical

Does my ONU work for any operating system?

The PON LED on my ONU keeps on blinking. Why don’t they become steady?

The LOS LED on my ONU keeps on blinking in red. Why doesn’t it disappear?

I can’t remember my username and password. How do I get them?

How do I check my data usages?

How can I change the username of my account?

I’m facing slow browsing problem.

I need to get a fixed IP, How can I get it?

How to configure Router?

General/Basics

Low download and upload speed via wireless.

Range and coverage of Access point (AP) and Client-Premises Equipment (CPE).

Procedure for Hardware reset of AP and CPE?

Technical

Firmware Up gradation of AP/CPE of product ENS 500, NSM5, NSM2.

How much RSSI signal is satisfactory for the smooth internet access?

What is the role of Bandwidth and frequency in wireless setup?

How to change wireless security?

How to monitor data rate in the CPE?

Quick Links

Contact us

Support

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