Nepal Internet Renewal Bill Too High? How to Check and Complain

Step-by-step instructions

1. Collect your previous receipt and service agreement

   Find last year’s invoice, the exact package name and speed, term dates, service address and support ticket history. Keep private subscriber information in a secure folder. A screenshot of a general sales promotion is weaker evidence than your own contract and billed amount.

2. Get the full new quote before paying

   Ask the ISP to list renewal speed, subscription term, tariff, VAT, TV add-ons, router or ONU rent and deposits separately. Record whether the quote applies to the same package as before. If the provider moved you from 20 Mbps to 50 Mbps, treat that as a package replacement rather than automatically calling it the same tariff.

3. Identify genuine price changes versus changed features

   The reported October comparisons include Subisu 20 Mbps at Rs 751 changing to 50 Mbps at Rs 905 as a new entry offer. A new speed package can cost more, but NTA said recent general tariff increases had not been approved. Ask for a dated explanation: old package discontinued, promotion expired, speed upgraded or added fee?

4. Check official published plans and approved rate

   Open the operator’s official plan page yourself and ask for the applicable NTA-approved tariff. Some offers are only on sales pages and some provider pages conflict; take a timestamped screenshot. A staff verbal quote alone may not resolve a formal dispute if the invoice and approved tariff disagree.

5. Challenge unknown equipment or installation charges

   Review whether a supposedly refundable deposit has been counted as a new fee, whether a TV box appeared without consent, or whether a technician charged for ordinary renewal. Equipment costs may be legitimate for some contracts, but they must be explained rather than hidden inside the broadband rate.

6. Make a concise written complaint to the provider

   State the account reference privately, the old and new amounts, relevant package speed and dates, the disputed line, and the correction or explanation requested. Save the ticket reference and date. Avoid threats, defamatory posts or public disclosure of payment card and account details.

7. Protect continuity while the dispute is investigated

   If you depend on the connection for school or work, ask about short-term continuation, a smaller available package or payment under protest where appropriate. Do not assume that withholding payment cannot interrupt service. Document all communications and any proposed resolution; there is no universal refund promise.

8. Escalate unresolved issues to the NTA complaint channel

   Nepal Telecommunications Authority provides a grievance form and electronic Complaint Handling System. Attach a timeline, the invoices, the provider’s response and specific concern about rate approval or service quality. Be accurate about the difference between discontinuation of a cheap tier and an unapproved increase; let NTA decide the enforcement outcome.

Frequently asked questions