At Mahek Broadband, we aim to resolve every customer issue as quickly as possible. ⚙️
Our support team follows a structured response and resolution timeline to ensure your internet and services are restored promptly.
🕒 1. Average Resolution Time by Issue Type
| Issue Type | Typical Resolution Time | Mode of Support |
|---|---|---|
| Minor connectivity issue | 1–2 hours | Remote troubleshooting |
| Router configuration / reboot | Within 2 hours | WhatsApp / phone support |
| Payment or renewal issue | Within 15–30 minutes | Billing team verification |
| Line or signal issue (fiber break) | 4–24 working hours | Field technician visit |
| New installation / relocation | 24–72 working hours | On-site installation team |
| OTT activation issue | Within 24 hours | Support verification via PlayboxTV |
💡 Most technical issues are resolved remotely without requiring a visit.
⚙️ 2. How We Handle Complaints
- Your complaint is logged with a unique ticket number.
- The issue is assigned to our technical or billing department.
- You’ll receive updates via WhatsApp or SMS during each step.
- Once resolved, a confirmation message is sent automatically.
🧠 We provide complete transparency on issue status until closure.
🧭 3. Emergency / High-Priority Issues
For critical cases (like complete outage or business connectivity issues):
- Immediate attention is given by our network operations team.
- Field technicians are dispatched within 2–4 hours depending on area.
- Business users receive priority handling under their service agreement.
📞 4. How to Track Your Complaint
You can check the status of your complaint anytime by:
- Sending a message on WhatsApp: +91 87884 12303
- Calling our customer care: +91 022697 18061
- Or emailing: support@mahekbroadband.in
⚙️ Please mention your ticket number or registered mobile number for faster lookup.
🧾 5. Our Goal
✅ Quick response within minutes
✅ Resolution of 90% of issues within the same day
✅ Complete transparency and follow-up for every ticket
📞 Quick Support Access
📱 WhatsApp: +91 87884 12303
📞 Customer Care: +91 022697 18061
✉ Email: support@mahekbroadband.in
🌐 Website: www.mahekbroadband.in
