Essential FAQs for a clearer understanding
1Do you provide / recommend a specific router?
No, we do not provide / recommend any specific routers. Routers are available in the market and are also supplied by our teams/local partners. Customer is required to buy a router on their own.
2Can 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 Mobile App / Web Portal (www.vortexinfocom.com/support) or by writing to us at support@vortexinfocom.com. If we service the new location, our team will register the request for a location shift.
3Can 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 period is over.
4Will I get a copy of my bill/Invoice?
Yes, bills/invoices are available on our Mobile Apps / Web Portal in my account section, from where it can be easily downloaded and/or printed.
5I’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/tariffs displayed on the website are exclusive of the applicable GST (Goods and Services Tax).
6How do I renew my Subscription?
Vortex offers an online payment option available on our Mobile App and also via the Web portal at www.vortexinfocom.com here 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.
7What is the minimum duration for service contract / subscription plan?
Minimum service contract/subscription plan duration is one (01) month.
8How can I obtain my Vortex username and password?
Initially our Installation Technician will help you with your log-in credentials and at a later date if you require them, please contact our help desk 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.
9I 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 site feasibility and allied factors.
10Are there any additional charges applicable for service maintenance?
There are no hidden charges other than the Plan charges + One time Installation charges.
11Do I need to pay while applying for Vortex 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 and one time installation charges (if applicable).
12What are the installation charges for the service?
Depends on your area. Please refer our plans page.
13Is 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 in market, we don’t have a Fair Usage Policy or enforce Traffic Management – that means we don’t slow down your connection to allow other users to access our network, which would in turn make your speeds slower.
14Can I use multiple computers/laptops/mobile phones with your service.
Yes, you can use multiple devices on our connection through Wi-Fi and LAN, but the overall speed / band width will get divided during simultaneous usage of multiple devices.
15Do you provide services in my locality / area?
We normally cover all the major areas of your town/city, yet we request you to please submit the enquiry form with your complete address and pin code and our team will confirm back to you about availability of our services in your area /locality.
16What are the broadband plans offered by Vortex?
Vortex Fiber keeps you in absolute control of your speeds and spends in line with your requirement. Click here to check all plans offered by Vortex.
17How do I apply for a new connection?
Click on Get New Connection Form and fill up a few simple details and our teams will guide you through the next steps and hence will take care of your complete requirement.
18How can I contact you for any of my Service requirements like Break-Downs / Slow Speed etc?
You can contact us ---
- by submitting a Support Form under the support section of our Website / Mobile App.
- By sending a whatsapp message on our “Support Whatsapp Number” as listed in support section of our website / Mobile App.
- By chatting with us through the chat section on our Website / Mobile App.
19What is your refund policy?
Users / Customers may kindly note the following with respect to Refunds --
- As all our Plans are Prepaid Plans, the charging takes place on the 1st day of the beginning of Prepaid Plan Period (Monthly/ Quarterly/ Half Yearly etc., as may have been chosen by the Customer / User) and hence,
- We do not refund any amount if the customer cancels before the end of the “Pack Period”, the user / customer has to utilize the plan fully for the Plan Period and no refund shall be given for unused plan period (if any).