FAQ
Do you recommend a specific router or a list of routers?
Yes, our team has conducted a series of tests on a wide variety of commonly found, mid-range routers and their performance.
Can I shift the service to another location?
Yes, you can request for shifting the broadband service to another location by registering your request through our “my Excitel” Mobile Apps / Web portal (my.excitel.com) or by writing to us at [email protected]. If we service the new location, our team will register the request for a location shift.
Can I change the plan/tariff at any point of time?
No, the currently chosen/active plan cannot be changed before the duration of the billing period, expires. You can change your plan only after your current subscription is over.
Will I get a copy of my bill/Invoice?
Yes, bills/invoices are available on our “my Excitel” mobile Apps / Web portal (my.excitel.com) under the Bills section, where it can be easily downloaded and/or printed.
I’m trying to pay for a renewal / I’m getting a new connection but I see the effective price more than the price indicated against the plan on your website.
The plans/tariff displayed on the website are exclusive of the applicable GST (Goods and Services Tax).
How do I renew my Subscription?
Excitel offers an online payment option available on our “my Excitel” Mobile Apps for both, iOS and Android, via the Web portal at my.excitel.com, where the account can be renewed within seconds. You may raise a request for payment pickup from your residence or by contacting the number provided in the SMS you get as a notification for renewal.
What is the minimum duration for service contract?
Minimum service contract duration is one (01) month.
How can I obtain my Excitel username and password?
Please contact our help desk – (STD) 33-44-77-88 from the registered mobile number related to your account. Our team would be happy to provide you the login credentials for using your internet connection.
I have applied for a new connection. How soon can I expect to start using your services?
Each area has a relative variance in terms of how soon the physical connections / wiring can be laid down to a particular residence. We do however, aim to get a connection installed within 2-4 days, although this can sometimes take longer, depending on the feasibility.
Are there any additional charges applicable for service maintenance?
There are no hidden charges other than the Plan charges + One time Installation charges. After the first month, the monthly rental for the chosen plan is applicable for internet service delivery.
Do I need to pay while applying for Excitel Broadband connection?
No payment has to be made at the time of applying for the connection. Our team will contact you to fill the CAF (Customer Agreement Form) and at that moment you need to pay the amount equivalent to the monthly charges for the chosen plan.
What are the installation charges for the service?
Depends on your area. Please refer our plans page.
Is there a data limit / FUP on my connection?
No, there is no data limit or “Fair Usage Policies” to impose a restriction on your internet connection. The connection speed never drops during the entire month, irrespective of the amount of data used.
Unlike other providers, we don’t have a Fair Usage Policy or enforce Traffic Management – that means we don’t artificially slow down your connection to allow other users to access our network, which would in turn make your speeds slower.
Can I use multiple computers/laptops with your service without the use of a router?
No, splitting an internet connection in such a way is not conventionally possible.
Is it possible to use your services without a router?
Yes, it is possible to actively use our internet services, without the use of a router, directly in conjunction with a PC / Laptop. This requires configuring a PPPoE/Dial-UP connection on the target computer.
Does Excitel provide a router with a new connection?
Excitel does not deal in, nor provide routers of any kind. The customer is expected to purchase a router separately on their own. Our local partners provide routers at competitive prices, and the customer may choose to get one from them. Any dealings made in this manner or with anyone else in this regard has no relation or connection with Excitel, whatsoever.
Our team has conducted a series of tests on a wide variety of commonly found, mid-range routers and their performance. We feel that it would assist you in selecting a suitable router.
Do you provide services in my locality / area?
We have a points of presence (PoP) map on the homepage of our website (under network coverage), which marks the areas/localities that we service at the moment.
What are the broadband plans offered by Excitel?
Excitel Broadband empowers you to control your speeds and spends. Click here to check all plans offered by Excitel.
How do I apply for a new connection?
Click on Get Excitel Form, simply choose your city, your desired plan, enter your name, mobile number, e-mail address and your complete address to get started!
What type of a router do I need in order to use your services?
A Wi-Fi router is required to use our services. An ADSL router (modem + router) is neither required, nor compatible with our services.
FAQ About OTT Subscription Offer
OTT Plan Enquiries:
What is Excitel’s OTT offer?
If you choose Excitel’s 300 and 400 Mbps plans, you can enjoy different OTT packages at various convenient prices per month. The exciting advantage of this new plan is, you will find customised packages for the North/West and South regions.
The Southern region package has Sun Nxt app along with other streaming channels, while Sony Liv can be found in the Northern and Western regions OTT plan.
Can I choose which OTTs I want?
You can choose the best OTT package that has all your favourite streaming apps like- EpicOn, SuNXT, Discovery, Eros Now, Gaana, Alt Balaji, MXGOLD, Atrangi, Hungama Play, Hungama Music, Shemaroo, and Aao NXT, PlayBox TV, Zee5, and Sony Liv together.
How much do I have to pay for these new OTT plans?
There are four different add-on plans that Excitel offers. They are the Starter pack at ₹30, Basic pack at ₹60, Value pack at ₹100 and Bestseller pack at ₹200.
The Starter pack includes channels like EpicOn, Hungama Play, Hungama Music, Shemaroo, PlayBoxTV and Alt Balaji.
In the Basic pack you will get access to channels like Zee5, Sony Liv and PlayBoxTV.
The Value pack has channels like EpicOn, Hungama Play, Hungama Music, Shemaroo, PlayBoxTV and Alt Balaji, Zee5, and Sony Liv.
The Bestseller pack gives you access to EpicOn, SuNXT, Discovery, Eros Now, Gaana, Alt Balaji, MXGOLD, Atrangi, Hungama Play, Hungama Music, Shemaroo, and Aao NXT, PlayBox TV, Zee5, and Sony Liv.
Note that separate GST charges apply for these packages.
How do these packages differ?
The number of OTT apps offered will vary according to the package price.
| Name of the OTT package | Number of apps included |
|---|---|
| Starter pack (₹30) | 6 (EpicOn, Hungama Play, Hungama Music, Shemaroo, PlayBoxTV and Alt Balaji) |
| Basic pack (₹60) | 3 (Zee5, Sony Liv and PlayBo) |
| Value pack (₹100) | 8 (EpicOn, Hungama Play, Hungama Music, Shemaroo, PlayBoxTV and Alt Balaji, Zee5, and Sony Liv.) |
| Bestseller pack (₹200) | 15 (EpicOn, SuNXT, Discovery, Eros Now, Gaana, Alt Balaji, MXGOLD, Atrangi, Hungama Play, Hungama Music, Shemaroo, and Aao NXT, PlayBox TV, Zee5, and Sony Liv) |
For how long can you enjoy these OTT services?
When you recharge your 300 and 400 Mbps plans for the duration of 3 and 12 months, you can enjoy the OTT services at additional costs.
How can you renew your OTT plan?
You can visit Excitel website or our app on both iOS and Android phones to renew your OTT package. You can also request someone to pick up the payment from your residence by contacting us through SMS.
When will your OTT plan be activated?
After 24 hours of activating your Excitel’s broadband plan, you can enjoy the OTT subscriptions. You will receive the login credentials via SMS. You can use your computer/laptop or mobile phone to utilise the provided apps.
How can I know my OTT password and login credentials?
You can find the login credentials through SMS.
What if I forget my OTT password?
You can change the password on the respective OTT platform by entering your phone number as your login id.
What happens if I get a new OTT plan while I already have one?
The new and old plans will work independently. Your new OTT package will be activated as soon as your broadband plan is in use. Meanwhile, your old OTT subscription will work till its renewal date.
How do I know the expiry date for my OTT package?
You can log in to your respective OTT platform to know its next renewal date.
OTT Plan Activation:
When will my OTT subscription get activated?
When you purchase a “Excitel fiber 100 3M OTT”, the OTT subscription will be activated within 24 hours once your broadband plan is activated. You will receive sms for activating your subscription on your registered mobile number. Customers can either click on the link mentioned in the provided text sms or visit the respective OTT website and login by using the provided credentials in the text sms.
How can I access OTT content?
Mobile devices/TV: Smartphones, Smart TV’s and tablets can download OTT apps from a supported digital storefront.
Personal computers: Most computers support OTT content viewing through desktop-based apps or web browsers.
Where do I access OTT content?
You can access OTT content through Internet-connected devices like Mobile, Smart TV, Laptop/Desktop.
What is my login and password for OTT subscription?
You will receive a Login ID & Password on his RMN (Registered Mobile Number) with supporting OTT App link. You may refer to this blog.
What if I have forgotten the password?
You can reset the password on the respective OTT platform through your registered mobile number which is also your user id for logging into your OTT account.
OTT Plan troubleshooting
I haven’t received my login and password for OTT subscriptions?
Your registered mobile number is your login id for the OTT account. If you have not received password details, then you can reset the password by clicking on Forgot Password and set up a new password. Please ensure that you enter your registered mobile number for changing the password.
Why am I not getting the free OTT subscriptions on my existing plan?
Free OTT subscription offer is currently available only on purchase or renewal on “Excitel fiber 100 3M OTT”. If you are an existing user then you can renew on this plan when your current plan expires to get the free OTT offer.
My login is not working for a specific OTT?
Kindly ensure that you are using your mobile number registered with Excitel as your login for OTT account. Try resetting the password by using forgot password or visit the troubleshooting section on the OTT website. If you are still not able to login then please connect with our customer care team by raising a ticket through our “my Excitel” Mobile Apps / Web portal (my.excitel.com) or by writing to us at [email protected].
How will I know the status like validity, expiry date, etc. of my OTT subscriptions?
90 days from installation/renewal date – You can confirm these details by logging into your account on the respective OTT website/app.
If I already have any of the existing OTT subscriptions, will the validity of the offer get added to it?
No, validity of the OTT subscription through the OTT Offer will begin from the date of activation of your broadband plan and will work independently of any existing OTT subscription you might have.
