Frequently Asked Questions (FAQs)

Once the connection is completed, the CG NET user ID will be shared on the registered mobile number and email address. Or you can check your user id on the sticker attached to your router.

If your mobile number is not registered with us, please get in touch with our customer care for support.

Call us on Smart: NTC: 01-5970113 NTC Toll-Free: 16600110013 or Chat with us on Facebook (chat), WhatsApp, or Website.

CGNET Customer Portal is an easy-to-use self-service mechanism. Customers can simply log in to the portal via any browser using a laptop, mobile, tablet, or desktop.

The portal allows you to manage your account and perform a variety of services such as view bills, make online payments, log a support ticket for issues, update passwords, chat with our Customer Care, change WiFi settings, refer customers, and many more.

Check out and learn about our customer portal, click here: http://customer.cgnet.com.np

CGNET Mobile app is an easy-to-use self-service application that enables you to control your account on the go.

Customers can simply log in to the app that allows you to manage your account and perform a variety of services such as view bills, make online payments, log a support ticket for issues, download invoices, check usage details , Update personal details like mobile number, email address.

To download CGNET Mobile App, click here: Download CG NET App scan QR code.

Payments for a CGNET subscription can be made at any of our outlets or online. Also, they can view paid and pending dues if any.

You can pay your internet bill via eSewa, CG Pay, and Fonepay.

Yes. Customer may pay for their subscription anytime in advance.

Please visit CGNET customer portal or mobile app to make payments and renewal of services.

Customers can obtain VAT bills from CGNET outlets and on their registered mail id.

Online Payments Scenario:

If the payment is made online, transaction verification may sometimes take more than the expected time to complete the clearance process. Hence, the system would auto-disconnect the services.

In such conditions, we recommend checking your pending bills using our customer portal or CGNET App.

Contact our Customer Care department with proof of payment if you do not see the payment completion.

Send us an email: customercare@cgnet.com.np

Customer Care: 01-5970113 or Toll-free no: 16600110013(NTC)

Cheque Payments Scenario:

Payments made via cheque may take more than 2 working days for the clearance process. Hence, the system would auto-disconnect the service.

Contact our Customer Care department with proof of payment if you do not see the payment completion.

Send us an email: customercare@cgnet.com.np

Customer Care: 01-5970113 or Toll-free no: 16600110013(NTC)

All CGNET subscribers will be notified via email/ SMS of all the payments received.

1. Go to CG NET's website
2. Click "PAYMENT" on the top right
3. Login with your CG PAY ID & Password
4. Click on CG NET
5. Enter your CG NET account ID (H****) & amount due
6. Click confirm to make a successful payment

No, The User must pay separately for the internet and IPTV.

Customers can pay by depositing or Transferring the amount in the bank account number below:

Prabhu Bank
Account Name - C.G COMMUNICATIONS LTD
Account Number - 1130161249500011
Branch - Sanepa

Note: Please send deposit slip/ payment screenshot on 9801300908 over Whatsapp.

Customers can access/ log in to his/her account using the unique USERNAME and PASSWORD provided by CGNET.

We shall email and SMS our subscribers the username and password as soon as they onboard us.

To check your CGNET subscription details simply login to our CG NET App or customer login portal.

You will be able to view information such as personal details, subscription start and expiry, current plan, billing & payments and many more.

Grace allowance/ period is the additional number of days offered to the customer to make payment from the original billing date. This allows the customer to continue CGNET services without getting disabled.

CGNET provides a maximum of 3 days of grace days.. The grace period ends at 23:59 hours on the last day of grace period. There is no extension on the grace allowance/ period.

If your Internet has been deactivated/ disabled on pending dues ground, you can request CGNET to enable your Internet for 24 hours (one-time service) by contacting our customer care department

Customer Care :+977-1-5970113

Customer may update his/ her personal information via CGNET Customer Portal.

Log in to the customer portal/ Mobile App and update your information online in the profile section. Customer required to upload/ submit a supporting document if required. The account shall show the necessary updates after the information validation.

Or you may simply visit our nearest CGNET outlets and seek out for assistance.

Internet speed may slow down due to various reasons such as:

• Wireless Interference is the most common reason for Internet interruptions.
• Multiple devices connected to the router consume higher Internet bandwidth.
• Unknown or unauthorized devices using your Internet connection.
• Sharing Internet Wi-Fi with guests or neighbors who are using up your bandwidth
• Wi-Fi has been continuously on for a long time without rebooting.
• You have exceeded your Fair Usage Quota. For more information on our Fair Usage Policy 

The first thing to do if you are facing a slow internet problem is to reboot your router.

Check your Internet speed by connecting your laptop to the router using an Ethernet cable. You can test your Internet speed by visiting the website https://www.speedtest.net/ or https://fast.com

If your Internet speed comes back to normal state using Ethernet cable, however, is slow when using it via Wi-Fi, it may be due to wireless interference or due to multiple devices connected to the router Wi-Fi.

Wireless interference could occur due to these common reasons.

• Having multiple routers that operate in the same frequency nearby causes the signal to interfere with each other.
• Placing your router near devices that emit electromagnetic signals such as TV, Radio, Cordless Phone, Speaker, Microwave, Wireless Video Camera, Wireless game controller, or old Bluetooth devices.
• Wireless interference can be controlled through any one of the methods.
• Adjusting the placement of the router so it is not closer to other devices that interfere with its signal.
• Changing your Wi-Fi channel width.
• Upgrading your router to a more powerful Wi-Fi Route.

If the issue still persists, raise a ticket through your CG NET APP or customer login portal or call for Support on Toll-Free No.: 16600110013(NTC) or call us at 01-5970113 Also, you can chat via social media like Facebook, WhatsApp, Instagram or website Chabot.

a. If there is no internet connection, you can check your router status i.e. whether the LINK and AUTH lights are blinking. If both the lights are blinking, you can try rebooting the router once. If the issue still persists you can contact us.

b. If the LINK and AUTH light on ONU (router) not blinking, check for any visible fiber breakage or check whether the fiber wire is bent somewhere at the window or door. If not:*

c. Check whether you received any notification on Area outage in your registered phone number. If not:

Raise ticket through CG NET APP. Also, you can reach out on social media like Facebook, What's app, Instagram, or Website chatbot.

Please follow the given steps to raise tickets.

1. Download CG NET App from the play store or app store.

2. Login CG NET App.

3. Click on Support Selection 

4. Click on the "+"  icon

5. Enter the title, select the category, and Subcategory then enter remarks.

6. Click on "Save"

Note : Once you save your ticket you will get a call within 5 Minutes from our complaint resolution team.

For a detailed guide, please contact our customer care: Toll-Free No.: 16600110013(NTC) or call us at 01-5970113 Also, you can chat via social media like Facebook, WhatsApp, Instagram, or website chatbot.

Yes, you will be notified via SMS on your registered mobile number.

There are no additional charges for field support.  However, charges such as equipment or accessories are ordered/ replaced may apply.

 To request a location shift, you can:

1.Raise a ticket via the CGNET app.

2.By contacting our customer care.

A fee of Rs. 1356/- will be charged for the relocation. Payment must be made before requesting the relocation, and You can pay through

·         eSewa

·         CGNET app

·         Bank transfer

If you pay via the CGNET app or bank transfer, please send a screenshot of the payment to +977-9801300908 on WhatsApp.

Note: The Shifting Period is 48 hours to 72 hours, so we would like to request you to request the relocation prior 2 days or 3 days before.

Fair Usage Policy (FUP) is practiced worldwide by ISP companies. This has incorporated to restrict or throttle Internet Speeds on unlimited plans to prevent misuse or excessive use of bandwidth provided. FUP is aimed to ensure we provide a quality internet experience to all our customers and to ensure no customers are disadvantaged by the behavior of others. Providing unlimited Internet service increases the risk of few customers abusing the service and using most of the ISPs bandwidth which makes it difficult for ISPs to maintain quality for other customers who have moderate usage and are paying the equal amount of money. 

If you exceed your data usage limit within a billing cycle. Depending on your plan, your internet speed may be reduced until the end of the billing cycle to manage network traffic fairly. Your speed will be restored to the original level at the start of the next billing cycle.

The terms and conditions are subject to changes. CGNET reserves the right to change any terms, conditions, fees, expenses, or charges against consumer's service at any time. We also reserve the right to amend or discontinue the Service, temporarily or permanently. We shall provide the customers with prior notice of material changes via the customer registered E-mail / SMS / Calls. Customers may find the latest terms and conditions on our website link: www.cgnet.com.np. The customer stands responsible to check for any such notices. Customer continuing the subscription/service after the effects of any change is considered as customer’s acceptance.

Latest terms of service for Residential customers can be found here: http://cgnet.com.np/terms

The latest offer and prices of CGNET services will be displayed at CGNET’s website: https://cgnet.com.np/ customer can visit our social media pages too or contact our customer support (Chat support) and call center (01-5970113) for further assistance.

To check CGNET's network coverage, please visit our homepage http://cgnet.com.np/. In the last section of the website, you will find a map displaying coverage areas.

CGNET commits to respond to any new query within an hour of its submission. Upon booking and confirmation, we shall try to expedite the installation process as quickly as possible. The average turnaround time for a new installation process would be between 24 - 48 hours.

CGNET | CG Communications Limited

Mail Address

Location: Trade Tower Business Centre Thapathali, Kathmandu 44600

Contact number: 01-5970113

Mail: customercare@cgnet.com.np

Currently, we are providing dual-band routers to our all customers. Dual-band operates on both 2.4 GHz and 5 GHz.

The wireless router uses radio frequencies to transmit the internet to your Wi-Fi-connected devices like smartphones, laptops, tablets, and more. The difference between 2.4 GHz and 5 GHz Wi-Fi comes down to speed and range. Below we have listed the differences please have a look.

A 2.4 GHz connection travels farther at lower speeds, while 5 GHz frequencies provide faster speeds at shorter ranges. Your choice of 2.4 GHz or 5 GHz will depend on where and how you use your Wi-Fi connection most. 

A lot of electronic devices and appliances use the 2.4 GHz frequency, including microwaves, baby monitors, security cameras, and garage door openers. If you have many of these in your home, that 2.4 GHz band is likely to be congested, which can damage speed and signal quality.

Use 5 GHz for a device closer to the router

If you are able to use most of your devices near your router, 5 GHz is your best choice to take advantage of higher speeds. Similarly, if you are doing a lot of high-bandwidth activities online, such as gaming or videoconferencing, it's best to use this frequency and move as close as possible to the router. (Better yet, plug directly into the modem with an Ethernet cable, as a wired connection is always more stable and faster than wireless.) Or if, as stated above, you're in an apartment or condo with many other units surrounding you, 5 GHz will help you avoid wireless congestion.

Use 2.4 GHz for a device farther from the router

On the other hand, on a device that moves around a lot throughout the day (like your smartphone), especially if you have a large home, the 2.4 GHz frequency is your best bet. This wavelength has a longer range and can penetrate solid objects more easily than the 5 GHz band, making it ideal for devices that are taken from room to room or are more distant from the router. The exception to this is newer routers running 5 GHz 802.11ac WiFi, which can, in the right conditions, get range coverage equal to 2.4 GHz. 

No, customers cannot use their router with CG Net services. CG Net provides routers that are optimized for the best performance and support.

Yes, CGNET offers a range of mesh routers to enhance your network coverage. Our mesh routers are available in a price range from Rs.4,000 to Rs.12,000, ensuring a solution that fits various needs and budgets.

Click this link for more details: https://cgnet.com.np/home-network-solution

Wi-Fi 6 (802.11ax) offers faster speeds, improved efficiency, and better performance in crowded environments compared to its predecessors. It supports features like OFDMA and enhanced MU-MIMO for more simultaneous connections, and TWT for better energy efficiency. Additionally, Wi-Fi 6 improves security with WPA3 and maintains compatibility with older Wi-Fi standards.

Post-paid is a type of plan where users pay for their services after they use them. In a post-paid plan, users receive a monthly bill as per their connection days.

In our post-paid plan users will receive their monthly bills on the 1st of the English month.

Customers can pay a first-time deposit via eSewa.  Please follow the below steps for first-time payment.

• Login eSewa
• Click on the Internet
• Click on CG NET POSTPAID PLAN
• Fill the details & select package 
• click on proceed

Once your deposit has been received your internet connection will be completed within 24 hours. for more details please contact 01-5970113.

Please refer to the video for more details.

https://youtu.be/JaYKCYIB21Y

This is the updated SLA, where we agreed to deliver field support within the specified SLA. It covers a 6-hour field support agreement for 250 Mbps and 350 Mbps clients.

Our field supports SLA for the remaining plan group will be 12 hours.

1. Response Time
We strive to provide prompt support to all our customers. The response time for field support requests varies based on the internet package subscribed:

• For 350 Mbps and 250 Mbps internet connections, our field support service team will resolve the issue within 6 working  hours from the time the request is received.
• For subscribers with internet speeds below 250 Mbps, our field support service team will resolve the issue within 12 working hours from the time the request is received.

2. Compensation
Our commitment to meeting the SLA is accompanied by compensation to ensure customer satisfaction. In the event that we fail to meet the 6-hour SLA for 350 Mbps and 250 Mbps connections, we offer double-day compensation. This means the delay beyond the 6 working hours SLA, we will provide two days of compensation  to the affected customer.

For subscribers with internet speeds below 250 Mbps compensation days will be provided against affected days, if the delay is beyond 12  working hours SLA.

3. Customer Responsibilities
To facilitate a smooth support process, customers are expected to fulfill the following responsibilities:

• Provide accurate and detailed information when reporting a field support request.
• Grant our field support technicians access to the necessary equipment and areas required to perform the service.
• Cooperate with our technicians and provide any relevant information or assistance required to resolve the issue.

4. Exclusions
The following situations are not eligible for compensation under this SLA:

• Service disruptions caused by factors beyond our control, such as natural disasters, power outages, or acts of sabotage.
• Any delays brought on by a customer's absence, a call that can't be reached or isn't received at the customer's end, or any other delays that are outside the purview of CG NET.

5. Limitations
While we make every effort to meet the SLA, there may be unforeseen circumstances that can affect our ability to do so. These circumstances include, but are not limited to, technical complexities, or dependencies on third-party vendors. In such cases, we will work diligently to minimize delays and keep our customers informed of the progress.

6. Changes to SLA
We reserve the right to modify the terms and conditions of this SLA at any time. Any changes will be communicated to our customers in advance. By utilizing our field support services, you acknowledge and agree to the terms and conditions outlined in this SLA. We are dedicated to providing efficient support and ensuring your satisfaction. If you have any questions or require further clarification, please do not hesitate to contact our customer support team.

Note : The reference to working hours in the terms and conditions above applies to 7 AM to 7 PM.