At Mahek Broadband, we understand that uninterrupted internet is essential for your work, entertainment, and communication.
That’s why we prioritize every complaint and aim to resolve most technical issues within the shortest possible time — depending on the type of problem and area coverage.
⚙️ 1️⃣ Standard Resolution Timeframes
| Issue Type | Typical Resolution Time | Description |
|---|---|---|
| 🟢 Minor Technical / Wi-Fi Issues | 1–2 Hours | Slow speed, router configuration, connection drop, or “No Internet” troubleshooting (remote fix). |
| 🟠 Fiber / LOS Light Issue (Local Line Fault) | 6–24 Hours | Fiber disconnection, broken cable, or PON/LOS light blinking red. Technician visit may be required. |
| 🔵 Router / ONT Replacement | Same Day – 24 Hours | Faulty or damaged router/ONT replaced after inspection. |
| 🟣 Installation or Reinstallation Requests | 24–48 Hours | New connection, relocation, or reinstallation scheduling based on area coverage. |
| 🔴 Major Network Outage (Area-Wide) | Up to 48 Hours | Caused by external fiber cuts, power grid faults, or backend maintenance. Updates are sent via SMS/WhatsApp. |
💡 Most user-level problems are resolved within a few hours if devices (ONT + router) remain powered ON for remote diagnosis.
🧩 2️⃣ Factors That May Affect Resolution Time
- Nature of the issue: Simple router resets take minutes; fiber breaks require on-site work.
- Technician availability: Depends on area and workload during peak hours.
- Access to premises: Delays may occur if the customer isn’t available during the technician’s visit.
- Third-party dependencies: Power failures or shared infrastructure repairs can extend timelines slightly.
- Holiday / non-working hours: Complaints raised after hours are logged and attended when service resumes.
⚙️ 3️⃣ Real-Time Tracking of Your Complaint
Once you raise a complaint via WhatsApp, call, or portal:
- You’ll receive a Ticket ID / Reference Number.
- You can track status updates through:
🔗 Customer Portal
📱 Mahek Broadband App (Play Store)
💬 WhatsApp updates from +91 87884 12303
Statuses you may see:
- 🟡 In Progress – Team is diagnosing remotely or assigning technician.
- 🟢 Resolved – Issue fixed successfully.
- 🔴 Pending – Awaiting access, materials, or user confirmation.
🧩 4️⃣ Escalation for Delayed Issues
If your complaint is not resolved within the expected time:
- Reply to your existing WhatsApp chat or ticket thread with “Follow-up on Ticket [ID]”.
- Call the support line for escalation: 📞 022 697 18061
- Or email us with details and “Escalation – Pending Complaint” in the subject:
✉ support@mahekbroadband.in
Our senior technical manager will review and respond within 24 working hours.
🧰 5️⃣ Tips to Help Speed Up Resolution
✅ Keep your ONT and router powered ON for remote checks.
✅ Mention your Connection ID and LOS/PON light status when raising complaints.
✅ Share photos or videos of the issue if possible (e.g., blinking lights).
✅ Be available for technician visit scheduling (especially during 10 AM–6 PM).
✅ Avoid raising duplicate complaints — it may delay tracking and response.
🕓 Example Timelines
| Issue Example | Typical Resolution |
|---|---|
| “Wi-Fi connected but no internet” | 1 hour (remote fix) |
| “LOS light blinking red” | 6–12 hours (fiber fault) |
| “Router rebooting automatically” | 12–24 hours (replacement) |
| “Installation at new flat” | 24–48 hours (subject to feasibility) |
📍 Mahek Broadband Support
Mahek Broadband
🏢 Shop No. 02, Balkrishna Apt, Musaji Galli Road,
Vasai West – 401201, Maharashtra
📞 022 697 18061 | 📲 +91 87884 12303 | ✉ support@mahekbroadband.in
💡 Quick Tips
✅ Raise complaints early in the day for faster same-day resolution.
✅ Always provide your full details (name, number, and connection ID).
✅ Stay connected to power — remote troubleshooting works only when your router and ONT are online.
✅ Save your Ticket ID for easy follow-up.
