Tikona Digital Networks

www.tikona.in

A quick guide to important information

Tikona Digital Networks

Pg. No.
• Important Tips 01
• Troubleshooting Tips 06
• Online Self Care Portal 09
• Billing and Payments 11
• Product Information 12
• Contact Us 14 www.tikona.in

Tikona Digital Networks

www.tikona.in

Billing

• Payments through cheque!DD should be drawn in the name of 'Tikona Digital Networks Pvt.

Ltd. xxx xxx xxx', your 9 digit Billing Account Number (BAN) as printed on Tikona Wi~Bro Service Bill.

• Cheques can be deposited at any of the IGICI ATM cheque drop boxes. Cheque payments are subject to realization.

• If the bill statement does not reflect your previous payment which was cleared please send an email to billing@tikona.in mentioning your cheque details, BAN & Service 10. Also attach a scanned copy of your bank statement in the email.

.If th.€ service is temporarily suspended due to delay in payment beyond due date, service will be auto-resumed after realization of payment.

Security

• Change password at regular intervals.

• Never share your username and password' with anyone includi.ng our company represe ntatives.

• If you have kept your internet session idle for more than ten minutes (no transfer of data, either upload/download) then your session will be logged out automatically. This is to prevent misuse of your Pein case it's .Ieft unattended.

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Tikona Digital Networks

www.tikona.in

@1_ Home Solution

• If you have availed ®L Home Solution service, then ensure that 1 st, 3rd and 4th LEOs of your indoor modem are stable green. If you are using Ethernet cable, then all four LEOs should be stable green .

• To access ®!- Home Solution, dialer must be installed on your PC. Dialer along with its installation process can be downloaded from Self Care Portal.

• (fo download dialer visit, Self Care portal - > Product Information - > Tikona Wi-Bro Dialer)

Signal Check (Indoor CPE)

• Ensure that the modem is never displaced from the location where it was originally installed for receiving optimal signal strength. Check if the LED status is stable green (1 st LED from right).

• If you encounter slow speed or latency (delay), network may be under upgradge/ enhancement! maintenance. In that case, please try after some time.

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Tikona Digital Networks

www.tikona.in

Important Tips

Reset password and subsciber information via SMS

• Tikona Wi-Bro service has introduced Short Code SMS functionality for its subscribers.

With this functionality, you can reset your account password and change your mobile number & email id registered with us.

• To reset account password

• Send SMS RSTPWO<space> -cUsemame> to 5676708

• Example: RSTPWO 1100280131

• You will receive a new password on your registered mobile number & email id

• To change registered mobile number

• Send SMS RSTMOBILE <space> «Username> <space> <New Mobile Number> to 5676708

• Example: RSTMOBILE 1100280131 9920882200

• To change registered email id

• Send SMS RSTEMAIL<space><Username><space><New Email 10> to 5676708

• Example: RSTEMAIL 1100280131 mehul.mehta@gmail.com

• To check the changed mobile number or email id, visit Self Care portal (https://selfcare.tikona.in -> Subscriber Profile -> Personal Information.) This is a chargeable service.

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Tikona Digital Networks

www.tikona.in

Guest User

• If you have guests coming at your home/office who want to use Tikona Wi-Bro service, refer the following simple steps:

• Turn the wireless off on your guest's laptop.

• Connect the guest's laptop on Ethernet interface.

• Disable proxy settings of the laptop.

• Go to Internet Protocol Settings & select the automatic options for obtaining IP Address

& DNS Server.

• Launch Internet browser.

• Allow guest user to login through https://login.tikona.in.

• Enter your username and password in the guest's PC.

• Now Guest user can use the Tikona Wi-Bra service. Use the log out option to terminate the session.

• Post guest user has terminated the session, refer the following guidelines:

• Access the Self Care Portal to see the guest user's laptop MAC address details. (To view MAC addresses, visit Self Care portal -> My Tools -> My MAC addresses)

• Select the Guest MAC address which needs to be removed & click on "Remove Selected" tab.

• Guest's MAC address gets auto deleted from Subscriber's account.

• Change the password of your account for security purposes.

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Tikona Digital Networks

www.tikona .. in

Tariff and Relocation

• You can change your tar.ift plan once in a billing cycle .. To change the plan, contact Tikona Care on 1800 20 94276. The tariff plan will be changed within one working day.

• You can use Tikona Wi-Bra service when you shift residence, provided the service is available in the new location. Shifting. charges applicable, as per the terms and conditions in the tariff card.

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Tikona Digital Networks

www.tikona.in

Troubleshooting Tips

Quick resolution for frequently encountered problems

Authentication Failed: Reason []

This message will appear when wrong username or password is entered. Ensure correct username and password is entered.

Authentication Failed: Reason [Login failed, maximum allowed MAC addresses reached]

Each device such as your desktop, notebook, Wi-Fi mobile device etc that you use to access Tikona Wi-Bro service has a unique MAC address. You will see the above error message when you have used more devices (i.e. MAC IDs) than what is allowed against your subscribed plan. To resolve this error, delete earlier registered MAC addresses to make way for the new device (MAC 10) you may be using. (To delete MAC addresses, visit Self Care portal - > My Tools - > My MAC addresses)

Authentication Failed: Reason [Login failed, maximum allowed session reached]

The plan subscribed by you entitles you to a certain number of simultaneous logins. The above error message will appear if you have already reached the maximum number of simultaneous (concurrent) log ins permissible against your plan. The new user can login once any of the earlier users disconnect. If you desire higher number of simultaneous logins, change to the appropriate plan. The information on simultaneous logins available in different plans can be obtained from the product section.

(Visit Self Care portal -> Ask for Help -> Product Information -> FAOs)

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Tikona D.igital Networks

www.tikona.in

Troubleshooting Tips

Quick resolution for frequently encountered problems

Authentication Failed: Reason [External AAA returned a failure, but did not specify anything in Reply-Messag'e]

The above error message appears if your recent bill has not been paid, or the cheque payment made by you has either bounced or not reached clearing stage,

If you have not paid your .bill. or your cheque has bounced, please pay to restore your service, It is preferable to make online payment in such cases if you need. instant restoration of your service. If you are paying by cheque/00, then please allow tor atleast 7 working days for clearance. Service shall be restored immediately upon realization of your cheque/DO.

If payment is made without mentioning Billing Account Number (BAN), it is I.ikely that your cheque has got cleared without service restoration. Please call Tikona Care on 1800 20 94276 and provide details of the cheque payment made, If the cheque payment has been realized at our end, we will pass the corresponding credit against your billing account to restore service. Alwa ys rem ember to mention BAN when paying by chequ ear 00.

Authent,icationFailed: Reason [No interface available Ethernet card/USB modem/USB adapter] or Unidentified error code -1062 (W.zCS)

Above error win appear in Windows based Operating System. To resolve th.is error, make sure Wireless Zero Configuration (WZC) service is active.

(Start> Run> Services,msc > Wireless Zero Configuration > Service Status (Started))

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Tikona Digital Networks

www.tikona.in

Troubleshooting Tips

Quick resolution for frequently encountered problems

®l-Home Solution (Wi-Fi) not working

This is an optional facility available at an additional charge. You can subscribe for this facility by calling Tikona Care at 1800 20 94276. If you have already subscribed but the facility is not working, perform the following trouble shooting.

Connect your desktop/laptop directly to Tikona Wi-Bro CPE with Ethernet cable provided at the time of installation. Turn off the desktop/laptop Wi-Fi and remove proxy settings.

To remove proxy settings, follow the simple steps:

• For Internet Explorer, Click Tools - > Internet Options - > Connections - > LAN settings - > Uncheck 'Proxy Server' if it is already checked.

• For Google Chrome, Click 'Customize & control google chrome' tab - > Select 'Under the Hood' tab - > Change proxy settings - > Connections - > LAN settings - > Uncheck 'Proxy Server' if it is already checked.

• For Mozilla Firefox, Tools - > Click Options - > Advanced - > Network tab - > Connections

- > Settings - > Select 'No proxy' if not selected.

Post changing your proxy settings, launch internet browser. You will be redirected to the login page (https://login.tikona.in). Enter your username and password and check if Internet access is available. If the access is available then it could be the problem of your desktop/laptop Wi-Fi interface / settings or with the CPE configuration. Check your Wi-Fi configuration and reattempt to connect using ®LHome Solution (Wi-Fi). If problem persists Call Tikona Care at 1800 20 94276.

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Tikona Digital Networks

www.tikona.in

Online Self Care Portal

Helps you to manage Tikona Wi-Bro account on your own. You can login to Self Care portal directly at https://selfcare.tikona.in or by logging into

'My Account' fram www.tikona.in

Tikona Wi-Bra Service Bill can be paid online through debit/credit card or net banking. Bills can be also be paid through cheque or demand draft.

(To pay online bill, visit - Self Care portal-> Billing & Payments -> Make Payment)

Payment History

View last payments made by you.

(To view payment history, visit Self Care portal - > Billing and Payments - > Invoice Summary)

Adjustments

View details relating to any adjustments posted in your account.

(To view adjustment details, visit Self Care portal -> Billing and Payments -> Adjustments)

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Tikona Digital Networks

www.tikona.in

Online Self Care Portal

Helps you to manage Tikona Wi-Bra account on your own. You can login to Self Care portal directly at https:jjselfcare.tikona.in or by logging into

'My Account' fram www.tikona.in

Password Management

Helps to change or get a new password.

• Forgot password: To access this functionality, set the security question preferably for the first time when you access the Self Care.

(To set security question, visit Self Care portal -> Subscriber Profile -> Security Question)

• Change password: Change account password at any point of time.

(To change password, visit Self Care portal-> Subscriber Profile -> Change Password)

Usage Details

Check usage with session by session details such as start time, end time, duration, total MBs consumed etc. (To view usage details, visit Self Care portal - > My Tools - > Session History)

Service Request

Gives an account of trouble tickets with their current status registered at Tikona Care.

(To view service request details, visit Self Care portal - > Service Request - > View Requests)

Self Care portal also provides anti-virus key details, list of MAC addresses and option to reset

them, latest product information and plan subscription details. 10

Tikona Digital Networks

Pay Tikona Wi-Bro Service Bill in 3 easy ways

Refer page 1 for Cheque payment guidelines,

Demand Draft

Refer page 1 for Demand Draft payment guidelines,

Through credit/debit card or net banking,

(To pay online bill, visit - Self Care portal - > Billing & Payments - > Make Payment)

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www.tikona.in

Tikona Digital Networks

www.tikona.in

Product Information

Circuit Breaker

This feature is available if you have subscribed to any of the Circuit Breaker plans. In case of Circuit Breaker plans, as soon as your bill reaches the maximum bill value, your charging stops. Your service however, continues to work, although at a reduced speed as specified in your plan. The original plan speed is restored automatically upon receipt of bill payment. Alternatively, you can choose to make an adhoc payment ahead of your regular bill payment date, to enjoy full speed service. A Circuit Breaker fee is applicable in some of the Circuit Breaker plans. It is a refundable deposit to be paid upfront at the time of subscription. It gets adjusted against the outstanding amount, if any at the time of exit.

Value Added Services

@L_ Home Solution

Allows you to access service wirelessly within home from multiple devices such as laptops, ipads, mobiles and even desktops without spoiling the interiors.

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Tikona Digital Networks

www.tikona.in

Product Information

Premium Anti-Virus

Besides the Basic Anti-Virus available with Tikona Wi-Bro service, subscribers can also opt for a Premium Anti-Virus. Key features include:

1) Browsing protection: Provides online protection against viruses, spyware, ad ware and other malicious objects while you browse internet

2) E-mail Filtering: E-mails along with the attachments are scanned for viruses and virus affected mails are quarantined. It also puts the spam mails in spam folder as per the rules defined for spam filter.

3) Parental Control:

• Provides parents with automated tools to help protect their children and set restrictions while accessing internet

• It allows parents to block certain sites with content inappropriate for children or other users in home or office.

(For detailed tariff of these services, visit www.tikona.in - > Product & Services - > For Homes - > Tariff Plans - > Terms & Conditions)

Tikona Wi-Bro Dialer Functions

It provides you several options for logging in; right from the fully automatic option of Click & Connect to the Full Manual Mode that requires user name and password to be entered each time you login. It provides useful [inks to Self Care portal and speed test, besides technical information which is available in the tools section. The technical information is meant to be

13 provided to the Tikona online tech support executive to help him resolve your problem online.

Tikona Digital Networks

Tikona Care

• Toll free number

• E-Mail

• For online Self Care portal

• To check speed of service

• For Billing queries

• Tikona Digital Networks Website

New Subscription & Product Info

• Toll free number

• E-Mail

• SMS

_____ For your Business / Office / Campus

• Toll free number

• SMS

www.tikona.in

1800 20 94276 customercare@tikona.in https://selfcare.tikona.in http://speedtest.tikona.in billing@tikona.in www.tikona.in

1800 20 90044 sales@tikona.in TIKONA to 575758

1800 20 91386 DTO to 5676708

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