Q1 What is Broadband Service?

Ans. Broadband is internet connectivity at high speed and without having to dial the ISP number. This results in very fast download of information from the internet as soon as you switch on your computer

Q2 Is PTCL Broadband Service available on Wi-Fi?

Ans. Yes, PTCL broadband offers Wi-Fi services. PTCL Broadband Wi-Fi service enables multiple and simultaneous broadband connectivity sessions using multiple devices such as Desktops, Laptops, PSP’s etc in a wire free home environment. 

Q3. Does PTCL Broadband offer Email Facility?

Ans. Yes, PTCL offers free personalized, spam free, 50 Mb E-Mail accounts exclusive for its broadband customers.

Q4 How do I get the E-Mail account?

Ans. Simply visit PTCL website and submit the application form by clicking the relevant link. Your personalized e-mail ID along with all the details to access the service will be e-mailed on your existing e-mail account which you will be asked to provide in the application form within 48 hours. 

Q5. How would I know PTCL Broadband Service is available in my city?

Ans. PTCL offers Broadband Service in more than 2000 cities across the Pakistan including Islamabad, Rawalpindi, Lahore, Karachi, Peshawar, Hyderabad, Quetta, Faisalabad, Multan, Gujranwala, Sialkot, and Sheikhupura. New cities are updated regularly. To know Broadband Service is available in your city? Please call at our help line 1218

Q6 How can I order PTCL broadband service connection?

Ans. You can order PTCL Broadband connection by simply calling 1218 or order online by visiting our website at www.ptcl.com.pk or visiting your nearest OSS

Q7 Can I change my package?

Ans. Yes you can change your package, just call 1218

Q8 How many days it will take to install Broadband services at my premises?

Ans. It takes 5 days for our technical staff to provide the broadband Services at your premises. You can call 1218 for the follow-up of your order in case of delay.

Q9 Do I have to purchase a modem and pay an activation fee?

Ans. You will be provided free modem till you use our services. One time Installation charges will be charged.Modem will remain property of PTCL

Q10 Do I need an additional phone line for broadband service?

Ans. Your PTCL Broadband service will be installed on your existing phone line. This means you can talk on your phone and access the Internet at the same time.

Q11 How will I be billed for PTCL Broadband service?

Ans. Your broadband charges will appear as a separate itemized charge on your monthly telephone bill.

Q12 Are there any hidden charges for DSL service?

Ans. There are no hidden charges. Package price accounts for internet access per month.

Q13 How is DSL installed?

Ans. Our DSL installation team will visit your premises / home to evaluate the condition of your landline and then install/connect DSL modem.

Q14 Is there a time limit on the amount of time I can spend on the internet with Broadband Pakistan?

Ans. No, there is no time limit, it is always on! You can be using broadband and voice facility 24/7 at the same time.

Q15 Can I shift the service to another number or location?

Ans. Yes, you can request for shifting the broadband service to another number or location just by calling PTCL helpline 1218.

Q16 Are PTCL broadband service charges in addition to my current monthly phone bill charges?

Ans. Yes. PTCL broadband internet is charged on monthly basis and is for broadband service only, i.e. an addition to your monthly telephone charges. 

Q17 What if my phone line goes down, will my DSL still work?

Ans. DSL will not work if phone line goes down. DSL service is dependent on the functional connection and quality of copper phone line.

Q18 Can I have the telephone line for DSL connection only; I don’t want to pay the line rent?

Ans. PTCL landline phone connection with default Freedom package is a prerequisite for DSL service. Line rent is charged on every landline phone connection.

Q19 Does PTCL provide static IP for Broadband customers?
Ans. Yes, customer can avail static IP on his broadband connection. 

Q20 How much time will be taken to provide Static IP
Ans. Static IP will provide in 48 hours

Q21 Does PTCL provide USB Wi-Fi dongle?
Ans. Yes, PTCL is providing Wi-Fi dongle

Q22 What will be charges of USB Wi-Fi dongle?

Ans. Charges of USB Wi-Fi are Rs. 500

Q23 How can I request for static IP?

Ans. You can request for static IP through helpline 1218

Q24 What will be TAT of providing USB Dongle?

Ans. TAT for existing customers is 3 Days and to new broadband customer is 5 Days.

Q25 I am using 8MB package. What will be the charges for freedom package?
Ans. Freedom package is free with 8MB package

Q26 Will I be charges for Smart TV with 8MB package?

Ans. There is no monthly charges on Smart TV with 8MB package. Customers only have to pay for STB

Q27 Are there any charges of Modem on new connection?
Ans. Free Wi-Fi modem is provided by PTCL on new connection

Q28 What happens if I have consumed 10GB volume on my 1MB economy package?

Ans. We are providing 10GB data volume in this package after 10GB 100/per GB will be charged. When Customer consume 20 GB total his/her bill reached the ceiling limit of 1599/= after that unlimited download with FUP*( fair usage policy) will be provided.

Q29 What happens if I have consumed provided volume on my 2MB economy package?

Ans. We are providing 20GB data volume in this package. After 20GB has been consumed, Rs. 100/per GB will be charged. When you have consumed 25 GB in total, your bill will have reached the ceiling limit of 1775/= after that unlimited download with FUP* will be provided.

Q30 Can I register my complaint through mobile?

Ans. Yes

Q31 Where to send sms complaints?

Ans. 05 1218 1218

Q32 Where can I get duplicate bill?

Ans. Link for duplicate bill is Dbill.ptcl.net.pk

Q33 Where can I check my IP from?

Ans. You can check IP from whatismyip.com

Q34 What is the procedure to apply for New Broadband?

Ans:  You can order PTCL Broadband connection by simply calling 1218 or order online by visiting our website at www.ptcl.com.pk or visiting your nearest OSS. Customers who order a new connection will be required to first pay the installation charges and once payment is received, order installation process starts. You will be informed via SMS & e-mails about order installation.

Q35 What is the procedure to apply for New Landline?

Ans: You can order PTCL Landline connection by simply calling 1218 or order online by visiting our website at www.ptcl.com.pk or visiting your nearest OSS. Customers, who order a new connection will be required to first pay the installation charges and once payment is received, order installation process starts. You will be informed via SMS & e-mails about order installation.