Digital TV List

https://tvnation.com/khi/channels/digital

Advance Payment

You can pay in advance, but there is no discount on it as our prices are already subsidized for consumer
use

Package Details.

Can you please share your packages?

Generic Response:

All of our packages are mentioned on our website, please logon to www.stormfiber.com for more
details.

Sindh:

Please find below packages detail with taxes - do check our promos in which you will get free months

https://www.stormfiber.com/sindh/pricelist.pdf

12.5 percent advance income tax is adjustable to your annual tax filing

Please inbox us your number, will align the team to contact you.

Punjab:

Please find below packages detail with taxes - do check our promos in which you will get free months

https://www.stormfiber.com/punjab/pricelist.pdf

12.5 percent advance income tax is adjustable to your annual tax filing

Please inbox us your number, will align the team to contact you

KPK:

Please find below packages detail with taxes - do check our promos in which you will get free months

https://www.stormfiber.com/kpk/pricelist.pdf

12.5 percent advance income tax is adjustable to your annual tax filing

Please inbox us your number, will align the team to contact you

Balochistan/ Quetta
Please find below packages detail with taxes - do check our promos in which you will get free months

https://www.stormfiber.com/balochistan/pricelist.pdf

12.5 percent advance income tax is adjustable to your annual tax filing

Please inbox us your number, will align the team to contact you

HD Box Offer

What is the price of HD boxes after tax (World Cup Offer)?

Following are the after tax prices of World Cup in HD offers:

1 HD Box: Rs. 3,509 (incl.tax)

2 HD Boxes: Rs. 6,434 (incl.tax)

Package Upgrade

Dear Customer,

This is to update you that you can upgrade your package by logging into your web portal
my.stormfiber.com with your credentials. Once login to the portal you will find the tab “Service
Management” and select “Broadband” then there is an option “Upgrade” to increase the bandwidth. If
you required any further assistance then feel free to contact our 24/7 Helpline at 1111-78676.

Highly priced

Sir all packages are designed as per business feasibility when it comes to consumer business. Corporate
packages are usually more customizable but they are priced higher too for this reason. However, please
email us your feedback on info@stormfiber.com and we will take it into account when we are having a
redesign of packages.

Billing Queries

My services are not working (non-payment of monthly bill).

Dear Customer,

This is to inform you that we have checked your account status and it is inactive due to non-payment of
Rs X/-.You are requested to clear your outstanding amount for restoration of your services.

How can I pay my bill?

You can pay at any of the branches of MCB, Askari and Faysal Bank.
Customized deposit slips of StormFiber (Business Division of Cybernet) are available in all branches of
these banks. You just need to fill your registered mobile number and amount while depositing your
payment.

In addition, you can also pay via your Debit/Credit Card (VISA & Mastercard) through HBL Internet
Payment Gateway. Below are the steps:

1. Visit your stormfiber portal at my.stormfiber.com

2. Sign in with your StormFiber credentials (Username/Mobile Number and password)

3. Click on 'Pay Now'

4. Pay via your Debit/Credit Card(MasterCard & VISA).

Please ensure that your online payment session is activated by your bank

If you require any further assistance related to billing then you can email us at billing@stormfiber.com

Support Challenges:

Ques: My Internet is not working. Where can I lodge my complaint?

Ans:. Please call on our helpline i.e. 111-1-78676 for troubleshooting

Ques: My internet is not working LOS light blinking.

Ans: We are observing a fiber disconnection against your link. Ticket has been created and escalated to
the concerned team for a swift resolution. TAT for such nature of complaints is usually 24 hours. We
would appreciate your patience in this matter.

Please note your ticket number is X.

Ques: My internet is not working. (Abnormal optical power)

Ans: First of all please accept our sincerest of apologies for the inconvenience caused to you. Let us
clarify that the challenge that you are facing right now is localized to your connection only, where we
are currently observing abnormal optical power against your link. Your case has been escalated to the
concerned team for a swift resolution. It will be resolved tomorrow morning.

We would appreciate your patience and cooperation in this matter.

Ques: I am getting 2 Mbps speed on 10 Mbps link. Why?

Ans: Your link might be choking or WiFi coverage issue, inbox us your number, our support team will
check your direct port status and share the stats with you

Ques: When are you going to install my connection?

Ans: Standard deployment time is 14 working days from the date of payment. This excludes weekends
and public holidays. However, we have requested the concerned team to expedite your deployment.
We would appreciate your patience in this matter.

Ques: Not getting the right speed on the speed test. What should I do?

Ans: From any speed test servers, before testing the speed, make sure you are in good WiFi coverage
and no one else utilizing the bandwidth

Ques: There’s a WiFi signals issue in my room. What should I do?

Ans: We usually recommend our customers to connect additional access points to extend WiFi coverage.
Please refer to the pinned post on our timeline for further information related to this.

Ques: Your device has serious WiFi issues. Please help.

Ans: Our scope of service is limited to providing our services till our ONT. From there onwards, we
recommend the customer to extend WiFi coverage by connecting an additional access point through an
ethernet cable. You can also check the pinned post on our timeline for the same. We don't provide WiFi
extension services, you will have to purchase an access point and get it configured and placed
accordingly.

Coverage/Sales

Where is your service available?

Please check our coverage areas here.

https://www.stormfiber.com/coverage-areas/

I need internet in North Nazimabad Block A (or any available area). How can I get it?

Yes. Can you please inbox us your contact number so that we can align someone from our team to get in
touch with you.

When my area will go live? I have been waiting for years now.

As all businesses, we have a strategy in place that is governed by various factors a lot of which are
beyond our locus of control. There are multiple right of ways involved in the process of making an area
live and we try our best to execute these at the earliest. However, we do not commit any timelines for a
reason which is a series of factors which could hurdle the development process on ground. Let us assure
you that once the area is live, we will contact you ourselves. We really appreciate you reaching out to us
with eagerness. Your patience and cooperation will be appreciated.

Technical Queries

Are the services shared or dedicated?

The services are neither CIR nor actually shared on per user ratio basis (which sets a user’s minimum or
maximum limit on bandwidth), yet overall contention on uplink at certain times may result in
inconsistency of traffic pattern. A user can achieve the maximum aggregated data rate upon stress
bandwidth exercise by creating multiple sessions (Torrents/File Downloads/Streaming) etc, as per his
package.

What is the fair usage policy?

Fair usage policy applies i.e. All STORM connections are subjected to Fair Usage Policy (FUP). The
objective of FUP is to prevent network abuse to ensure that the experience of entire customer base is
not compromised. The policy states that a STORM connection should be used for a single household,
with no further distribution of the services (intended for a commercial purpose) and should not reflect
any erroneous upload or download behavior. FUP also instructs the customer to adhere with the policies
applied by PTA such as use of illegal VOIP/VC/VPNs.

STORM reserves the right to suspend/downgrade any connection that does not comply with the FUP.

I need to know the volume I will get on my link. Please tell me the maximum MBs I can use.

Please note that StormFiber provides Consumer Internet bandwidth with no volume cap or download
limit at present. However as per Fair usage policy (FUP), bandwidth contention and volume is applicable
on consumer services, if volume consumption pattern is monitored beyond a normal consumer use.
Sharing across multiple households is not allowed

I have a 10 Mbps connection but I am getting 1 Mbps download speed. Why?

Let us take this opportunity to explain to you that bandwidth is described by the unit Mega bit per
second. Whereas, downloading speed on your browser/torrent appears to be in Mega Bytes Per Second.
Hence, 1 Byte = 8 bits and 10 Mega bits per second = 10/8 which would result into 1.25 Mega Bytes Per
Second (MBps).

I am getting very less speed on torrents. Why?

Torrents work on seeds and leeches, the more seeds you have (which means other people uploading the
torrent) the better the speed, more the leeches (other people downloading the torrent), worse the
speed.

How many TV sets can I connect on one link?

You can connect multiple TV sets through a splitter for analog feed. However for digital feed one HD box
works for one TV set.

Your electrician can install a splitter/junction and connect max 3 TVs on analogue or digital. Triple play
include 1 digital subscription (only need to buy the HD box)

You can connect up to 2-3 TVs as per your coaxial media signal strength.

Why does it take so long to deploy a link?

This is our standard deployment time which is conveyed to the customers at the time of sign up. This
TAT is devised keeping in view the installation procedure and on-ground challenges which may arise
during the process. There are multiple stages during the installation process which includes installing a
distribution segment at your nearby street, if it isn't already placed there which is followed-up by pulling
the fiber from our distribution segment to your premises. Rest assured, your deployment will be
completed in the given TAT. We would appreciate your patience in this matter.

Is Cybernet your parent company?

We are a division of Cybernet that is independently managed.

How can I get the best speed on my link?

In case, you want to check your speed. We would recommend you to check it by connecting your device
directly to the ONT through an ethernet cable in isolation so that there's no WiFi related and choking
challenge.

Storm Phone

Are the calls free on Storm Phone?

Phone line rent is included in above package. Outgoing calls shall be charged as per actual

What services do you offer?

We offer Internet, TV and Phone services based on fiber optical network. For further information please
visit www.stormfiber.com

Why does it take so long to deploy your link?

There are multiple phases involved while deploying a link. This includes installation of our distribution
segment if it is already not placed on your street. From there onwards, the fiber is pulled to the
customer's premises where the link is deployed. This can also be delayed at times due to on-ground
challenges. However, our field team tries to deploy these links at the earliest. Your patience and
cooperation will be very much appreciated.
When will you launch your services in Islamabad, Gujranwala, Bahawalpur?

Your city is a part of our strategic plan and is a potential target for us. Please stay tuned to our Facebook
page, we will be making an announcement when we launch there.

Does the TV service work over Internet? Also, will your team connect it to all of my TVs?

The TV service is although provided over optical fiber carrier but it has no correlation with the
internet/IP traffic. It's a pure video overlay service provided from the same ONT. As for internal cabling,
usually our team facilitates for one or two HD boxes for open cabling within normal distance. However,
if you have a requirement where splitting and extended cables are required. Then you must engage an
external electrician who should ensure that your cabling is done accordingly to ensure the provisioning
of services.