Service Delivery Policy

Service Delivery Policy

Xpress Fiber provides internet access as a service. There is nothing to courier, so this page explains what happens after you place an order or make a payment, and by when.

How our services are delivered

Fiber and Air-Fiber broadband, enterprise leased lines and point-to-point links are delivered electronically over our own licensed network. Where equipment is required at your premises, it is delivered and installed in person by our engineer or by our authorised franchise partner for your area. We do not despatch any product by courier, and accordingly no shipping or delivery charges apply.

Timelines after payment

The following timelines apply from the moment a payment is confirmed, assuming access to the premises, a working power point, permission from the building owner where required, and normal weather:

• Plan renewal or recharge — your plan validity is extended on the network within 30 minutes of payment confirmation.
• New connection in a feasible area — site visit, cabling, ONT installation and Wi-Fi setup within the same day to 3 working days.
• New connection where a survey is required — feasibility survey within 48 hours, installation within 7 working days of the survey being cleared.
• Air-Fiber connection — line-of-sight check, followed by pole and outdoor unit installation within 2 to 7 working days.
• Enterprise leased line or point-to-point link — provisioning timeline is confirmed in writing at the time of order, as it depends on the route, the last mile and any right-of-way permissions.
• Equipment supplied at your premises — handed over and installed by our engineer at the time of installation.

If anything outside our control delays the work, we inform you as soon as we know.

Before installation

Feasibility is confirmed for your exact address before any commitment is made. If the location cannot be served, no charge is levied and any advance already paid is refunded in accordance with our Refund and Cancellation Policy. Installation, wiring and any additional material is quoted to you before the engineer begins work, and identity and address documents are collected and verified as required under our licence conditions.

At installation

Our engineer installs and tests the connection, configures your Wi-Fi and demonstrates a working speed test before leaving. You receive your customer ID, your plan details, the engineer's contact number and our support number. A GST invoice is issued for the amount paid.

After installation

Support is available on +91 97716 14719 during office hours, and our Network Operations Centre monitors the network 24×7. Complaints are attended within 8 working hours and are normally resolved within 7 working days. Renewal reminders are sent before your plan expires so that the connection does not lapse.

Service area

Services are delivered across our licensed service area in Bihar and Jharkhand, directly and through our authorised franchise partners. If your location falls outside the area we can currently serve, we will tell you so and, where possible, point you to the nearest partner.

Shipping of physical goods

We do not ship products by courier or post. All customer premises equipment is delivered and installed in person within our service area, and no shipping charges are levied at any stage.

Contact

Xpress Fiber Private Limited, East Gurhatta, Sikanderpur Road, Mirjanhat, Bhagalpur – 812005, Bihar.
Phone: +91 97716 14719  |  Email: info@xpressfiber.com