·Support Related FAQS

Q1. Where can I get the service?
A. You can get the service from PTCL One Stop Shops (OSS). Customer Service Centers (CSC), Corporate Customer Care (CCC) Centers, call our Sales Line 0800-8-0800 or place your order online through our website.
*Ordering helpline 0800 is available only for Islamabad, Lahore & Karachi.

Q2. Where can I get personal support?
A. Visit your nearest OSS or CSC for personal support or call our technical support 1218 for 24 hour round the clock assistance.

Q3. I'm having some trouble installing my EVO. 

• First, make sure your computer has finished starting up before you plug your modem into a USB port.
• Next, if your modem doesn't automatically run, try plugging it into another USB port.
• If this doesn't work, go to 'My Computer', right click the device and select 'Explore' Then double click 'autorun.exe'.

Q4. I'm having connection problems

1. In such cases, check that:

• Your computer’s operating system is compatible with EVO.
• Your computer meets or exceeds the minimum operating requirements for your operating system (Windows or Mac OS X)
• You are not using any software known to conflict with our modems
• Your USB port is working properly, so that you can plug in your modem
• If you have an anti-virus protection or a firewall, you switch it off when installing your USB modem software or make sure you select 'Allow during installation'

Q5. My modem appears to be connected, but I cannot browse the Internet

1. There could be several reasons for this.

• First of all, be sure to have sufficient allowance in your account.
• There might be some issues with the network at a particular time.
• It's also possible that your firewall or ant-virus software is blocking access to the Internet. Or that you've chosen to restrict access from certain sites using parental control.
• Please ensure that you select the Hybrid mode in your EVO settings.

Q6. What if I want to temporarily block my EVO connection?
A. EVO can be temporarily blocked by making a request at any nearest OSS/CSC.

Q7. What if my device malfunctions? Can I claim a replacement?
A. In case your EVO device malfunctions within the warranty period, our vendors would examine the device and in case it’s faulty; we’ll have it replaced Free of Cost with a new one. Please note the replacement period for the USB modem is 12months.

Q8. What if my device is misplaced/stolen?
A. In case of misplaced/stolen device, please contact the nearest OSS/CSC immediately to get the device blocked permanently to prevent unfair usage. Please note that in such cases, PTCL would not be liable to make any Free of Cost replacement.

Q9. What if I am not satisfied with the service? Can I claim a refund?
A. We strive hard to ensure the high standards of quality that you expect from us. However in case you are not satisfied, you can claim a refund within 7 days of your purchase.