What if the line issue is outside my building?

If your fiber connection issue is due to a network fault or fiber cut outside your building, don’t worry — Mahek Broadband’s network team will handle it entirely.
These types of issues are usually area-level faults (like fiber damage on poles, ducts, or junction boxes) and are repaired by our field engineers — you don’t need to take any action other than reporting the problem once.

⚙️ 1️⃣ How to Identify an External Line Issue

You may be facing an outside line issue if:

💬 If you and others nearby experience the same problem, it’s almost certainly a network-side line issue, not your router or internal cable.

🧩 2️⃣ How to Report the Issue

You can report it through any of the following channels 👇

🟢 WhatsApp (Quickest)

📲 +91 87884 12303

Example message:

Hello Mahek Broadband,
My LOS light is blinking and I confirmed that other users in my building also have no internet.
Please check if there’s an external line issue in our area.

Name: Priya Nair  
Registered Number: 9820012345  
Connection ID: MB4098  
Building: Shree Krishna Apt, Vasai West

Our system will log your complaint and automatically flag it as a network-level issue for the field team.

🔵 Call Support

📞 022 697 18061

• Provide your registered number and describe the issue (mention if others in your area are affected).
• The agent will check live network status and, if confirmed, escalate to our fiber maintenance team immediately.

🟣 Customer Portal / App

• Log in at https://login.mahekbroadband.in
• Go to Complaints → Raise New Ticket
• Select “Network Line / Fiber Issue (Outside Building)”
• Add short description and submit.

📱 You can also do this from our Android App:
Mahek Broadband App

⚙️ 3️⃣ How Long It Takes to Fix

🕐 Our network engineers work continuously during outages to restore service as soon as possible.

💰 4️⃣ Charges for External Line Issues

✅ If the fault is outside your building or part of Mahek’s main fiber line, repair and restoration are completely free of cost.

🧾 5️⃣ How You’ll Be Updated

• You’ll receive SMS or WhatsApp updates about area faults and repair progress.
• Once restored, our system will automatically send a “Service Restored” message.
• You can also check the latest status anytime by sending: “Check my complaint status” on WhatsApp.

🧰 6️⃣ What You Can Do Meanwhile

✅ Keep your ONT and router powered ON — this helps our team test remotely.
✅ Do not unplug or move the fiber connector.
✅ Avoid frequent restarts while the issue is being fixed.
✅ If your plan expires during outage, renew it once service is restored — activation is automatic.
✅ Inform nearby users to report once (multiple complaints for the same outage aren’t needed).

🧠 7️⃣ Preventive Maintenance

To minimize future network faults:

• Ensure fiber cables from junction box to your flat are not hanging loosely.
• Avoid tying or bending cables near doors or balcony rails.
• Report any visible external fiber damage in your area — early alerts help us act faster.

📍 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 Summary