FAQ

Broadband

What is Broadband?

In telecommunications,broadband is a wide bandwidth data transmission with an ability to simultaneously transport multiple signals and traffic types. The medium can be coaxial cable, optical fiber,radio or twisted pair.

Broadband provides a superior internet experience over dial up connection as it allows ease of downloading or uploading large-sized files or multimedia content web pages much faster. TRAI has defined Broadband as ‘an always-on’ data connection with minimum speeds of 512 Kbps.

What is Internet over Cable and how does it work?

It’s an always-on Internet service, where high speed Internet is delivered over special cables. This technology uses Fiber and Coaxial cables to deliver Internet that has a higher capacity and are more weather resistant in comparison to Telephone cables that are designed to carry voice only. Cable Internet uses a Cable Modem to communicate between your computer and the Internet. It works in very similar manner as the modem used for dial up connection, but converting your data requirements into a high speed form compatible with the cable infrastructure.

What is a Cable Modem?

Cable Internet uses a cable modem to communicate between your computer and the Internet.The interface is between the higher speed coaxial cable and your PC. A cable modem has a capacity to transmit data at upto 4 Mbps, which is many times higher than a typical 56 kbps dial up modem.

Do I need a modem?

Ordinary dial-up modems are not suited for cable internet. You need a special cable modem that would connect to your computer. When you take service from SCUD Broadband, at an additional cost the modem is provided by us.

What is FTTH ?

Fiber to the x (FTTX) is a generic term for any broadband network architecture using optical fiber to provide all or part of the local loop used for last mile. FTTX is a generalization for several configurations of fiber deployment, arranged into groups like FTTH/FTTB/FTTF (Fiber laid all the way to the
home/building/Floor) and with copper wires completing the connection. As fiber optic cables are able to carry much more data than copper cables, the traditional copper based networks are being replaced by fiber and thus paving the way for providing Gig interfaces for the subscribers.

Service Delivery

How do I apply for SCUD Broadband connection?

You can apply for new connection via website and SCUD Broadband mobile app

Website :

Step 1: Go to https://www.scudcommunication.com
•  Click on Apply for New Connection
•  Fill your Name, Mobile number, Email Id, City, Area, Building, Address.
•  Enter the Captcha and click submit

Mobile App :

Step 1: On the Homepage of the SCUD Mobile App click on new connection tab
• Step 2: Select your city and the area and then click on check availability
• Step 3: You will receive a pop up message ‘Congratulation We are Their!’ Touch continue to proceed with the request
• Step 4: Fill your Name, Address, Email Id and Mobile number and click submit

Do I need to pay while applying for SCUD Broadband connection?

No payment has to be made at the time of applying of an order. Post feasibility check, you would receive a confirmation email for making online payment to activate service.

What is the process of Service delivery?

Service delivery is as below :

Once your application has been processed for technical feasibility and when your building has been verified you will receive a call from SCUD Broadband to assist you on selecting a tariff plan and in making online payment. If you wish to make offline payment the company will arrange for pick up of your cheque/cash. Installation will be done after the realization of subscription amount. On the time of installation you will need to submit the below listed documents for enabling service activation. The following documents need to be submitted

Address Proof : Photocopy of ANY ONE of the following

1. Ration card
2. Latest society or water bill
3. Latest BSNL bill
4. Property tax or IT returns
5. Latest paid bill of another operator

Photo Identity: Photocopy of ANY ONE of the following

1. Passport
2. Voter’s ID card
3. Driving license
4. Company or College ID (current session)
5. PAN card

In case of office address for billing:

1. Proof of Address of existing company
2. NOC from the company

One recent passport size colored photo

What are the installation charges for the service?

The Installation Charges Depends upon the exact location where installation is to be done.

Are there any additional costs besides installation charges?

Yes, beside the plan and installation cost, there will be a NON refundable deposit of Rs 499/- based on the network available in your area you will be charged during the time online or offline payment.

What are the benefits of online service booking?

Benefits of an online service booking varies according to the plan taken for 6/10/12 months ,Free Months
varies from 1 to 3 Months Depends on subscribe plan.

What does Tariff Plan mean?

Tariff plan is a plan that a subscriber has opted for determining his requirement for Speed and usage for a
given pre-determined validity.

How do I select an optimum plan or what are the different types of plans?

We offer different types of plan such MB (Data transfer plan), Unlimited Plans, Dual Speed Plans (High
speed Up to Free resources & reduced speed till validity expiry), Day & Night Plans (Low speed during
Day time & increased speed during Night time). You can choose your appropriate plan according to your
requirement and usage.

What speeds are offered by SCUD Broadband ?

SCUD Broadband offers plans with speeds from 1 Mbps – 100 Mbps speed to residence and enterprise.

What is the Fair Usage Policy (FUP) ?

A very small number of customers use an excessive amount of the network bandwidth, to the extent that it can impair the experience of others. The intent of our Fair Usage Policy is to provide the optimum internet experience to all customers.

What happens in Fair Usage Policy ?

Under the policy we have defined fair usage levels for unlimited data transfer plans and needless to mention, the usage levels set are very generous such that most customers will not be affected by the Fair Usage Policy.

What is SCUD Broadband app and its benefits?

SCUD Broadband has introduced a Mobile application to serve its subscriber with ease and convenience.
Features of the SCUD Broadband app are as mentioned below:
• Apply for New Connection
• Check status of New Connection
• Quick Pay
• Login to check your account details
• Renew Online
• Check Usage
• Refer a Friend
• Request for technical help
• Track your complaint in real time
• Set up renewal reminders

When do I renew my service?

You need to renew your account when it nears the threshold of your Mb limit /Service validity. SCUD Broadband will intimate you when you are reaching the threshold by SMS/email or call, to facilitate service renewal.

Where and how do I pay my SCUD Broadband service bill?

Procedure for renewal by online payment using net banking /Credit card(Master/visa)/ Debit Card/ Wallet Cash cards/ IMPS

Step1: Go to https://www.scudcommunication.com
Step 2: Click on ‘My Account’ and login using your user name and password.
Step 3: Post login choose the option ‘Renew Now’.
Step 4: Select Net banking/Credit card and enter the payment gateway and follow the process.

Mobile APP

In Mobile app go to my accounts menu>> Renew My Account, Select new plan or Renew this Plan and follow the online payment procedure.

Offline payment

We assist in offline account renewal using cash or cheque through our collection executives. You will have to call your respective location call center to place a request for payment collection. An executive will visit your location address to collect the payment within 48 hours.

What are the benefits of re-charging service online?

When you opt for recharging service online we offer the 5% discounts
(Terms And Conditions Apply)

Service Usuage

What is an Account Name?

Account Name is the unique identification Name assigned to every subscriber in SCUD Broadband. The number has to be kept handy while interacting with SCUD Broadband service executive.

How to reset your password through Client Panel Online?

Step 1) Type In your Browser login.scudcommunication.com
Step 2) Input Your User Name And Password
Step 3) Click On My Account
Step 4) Click On Change Password
Step 5) Input Your Existing Password In (Old Password) And New Password Twice .
Step 6) Press SUBMIT Button And Your Done.

If you are shifting your home, you can call up SCUD Broadband customer care to find out whether the new location already has the SCUD Broadband service. If service is available at new location, our Customer care will take down the request for a shift in location. The one-time charge for shifting is Rs. 500/- (Depends Upon Actual Installation Site Charges May vary)

Service Issues

My Internet Connection Is Not Working?

We are happy to assist you with any technical related issues faced while using our service. A technical team member (078139494949) And Press 1 will be assigned to your case to resolve the issue. However, before you call us to register complaint please run through the following checklist.

• First Thing You Need to do is check the power status of your ONU/Router (If Power Is Ok)
• Check That LOS Light is blinking or not (Red Color) On DBC ONU(If Yes Then Give a Call to
our customer care) If Not Follow the below Steps.
• Check the lan cable coming out from DBC ONU to Your routers WAN Port Is Plugged Properly
or Not (If Not then please plug it properly) (If Yes Follow below step)
• Check the LAN cable is properly plugged in to the Computer .
• Make sure that the LAN Card / Wireless adapter is not disabled.
• See if the LED lights on the LAN card are blinking or not.
• Make sure that the LAN Connection is indicating ‘Connected’
• If you are using a ‘Router’, please restart the same

Please go to Start > Run, here type ’cmd’ and the Command prompt / DOS prompt will appear. In the Dialogue box which appears please type ‘ipconfig /release’ followed by ‘ipconfig /renew’. Then try to surf again.

Disable and then enable your LAN card / Wireless Card / switch off your router, wait a few seconds and then switch it on again.
If your internet does not work post following the above steps, please contact the support team according to your location.

How do I lodge complaint?

If you are facing service, billing or connection related issues, please register your complaint through the following channels

1) Call customer care (07813949494 And Press 1) or visit https://www.scudcommunication.com
2) Or you can also use your SCUD MOBILE App to log complaint.
3) Or Type in your browser URL:- login.scudcommunication.com
4) Input Your User Name And Password And Click On Lodge Complaint

Cancellation & Refund

How do I cancel or disconnect my SCUD Broadband Account?

You can cancel or disconnect your SCUD Broadband account by registering disconnection request either by call or email (disconnection@scudcommunication.com)
(https://www.scudcommunication.com/cancelmyconnection)

How do I get a refund?

Refund – Prior to Activation:

In the unlikely event of you deciding to cancel your application for a SCUD Broadband connection, for any reason, the appropriate refund will be made by SCUD Broadband in the stipulated time.

Refund – Post Activation:

Should you decide to disconnect your SCUD Broadband connection after activation, you will get refund once you register request asking for a disconnection by call or email ( https://www.scudcommunication.com/cancelmyconnection). The refund would be made after adjusting any dues and will be made by SCUD Broadband by cheque within a stipulated time period.

Error Messages

602

The port is already open. This error occurs under Windows 95/98 and indicates that there is no dial-up adapter present in the Network applet of the Control Panel. To resolve the problem, remove WinPoET, add a dial-up adapter, and then restart the PC. The error may continue to appear if you attempt when WinPoET is already connected.

604

You have entered an incorrect user name or password.

617

The port or device is disconnecting. This error usually occurs under Windows 95/98 and indicates that there is no dial-up adapter present in the Network applet of the control panel. To resolve the problem, remove WinPoET, add a dial-up adapter, and restart the PC.

618

The port is not open. This error usually occurs on Windows 95/98 and indicates that there is no dial-up adapter present in the Network applet of the Control Panel. To resolve the problem, remove WinPoET, add a dial-up adapter, and then restart the PC.

619

The port is disconnected. – OR – The specified port is not connected. This error could indicate a problem with your Internet Service Provider (ISP). Contact your ISP for assistance.

621, 622, 623, 624 & 625

The error occurs on Windows NT 4.0 workstation or server. To resolve the problem open RAS settings and configure the iVasion PoET adapters for dial-out..

629

The port has been disconnected by the remote machine. You have entered an incorrect user name or password. – OR – The connection is not valid (for example, the cable is unplugged).

630

The port was disconnected due to hardware failure. This error occurs if you try to connect when WinPPPoverEthernet.exe is not running or is not fully loaded.

631
The port has been disconnected by the user. You have clicked ‘Cancel’ on the WinPoET Dialer dialog box.

633

The port is in use or is not configured for Remote Access dial out. On Windows 95/98, refer to error number 602 for information. On Windows NT 4.0, refer to error number 621 for information.

634

Cannot register your computer on the remote network. You have entered an incorrect user name or password.

645

Internal authentication error. This error occurs if you have not appended your user name with the correct AC-specified context. – OR – No dial-up adapter is installed. See Installing the iVasion PoET Adapter for Windows NT.

646

Your account is time-restricted. Log on during the designated time.

647

Your account has been disabled. Contact customer support

648

Your password has expired. Contact customer support

649

The account does not have Remote Access permission. You have entered an incorrect user name or password.

651

Your modem (or other connecting device) has reported an error. You may have either incorrectly installed WinPoET or removed the iVasion PoET adapter (in Windows 95/98). Remove WinPoET, restart your PC, and re- install WinPoET.

652

You may have either incorrectly installed WinPoET or removed the iVasion PoET adapter (in Windows 95/98). Remove WinPoET, restart your PC, and then re-install WinPoET..

665

The port is not configured for Remote Access. This error occurs under Windows NT (WKS or SVR). The solution is to open the RAS settings and configure the iVasion PoET adapters for dial-out and the TCP/IP protocol.

691

Access denied due to invalid username and/or password on the domain.

692

Hardware failure in port or attached device. This error occurs if you try to connect when WinPPPoverEthernet.exe is not running or is not fully loaded.. – OR – On Windows NT, you may have reinstalled WinPoET without removing the previous installation adapters.

708

Your account has expired. Contact customer support.

711

RasMan initialization failure. Check the event log. This error may occur on Windows NT. Reapply the Microsoft Windows NT Service Pack.

718

PPP timeout. You have entered an incorrect user name or password. OR – The connection is not valid (for example, the cable is unplugged).

719

PPP terminated by remote machine even though a valid connection has been detected. Contact your ISP for assistance.

720

No PPP control protocols configured. This error is occurs when there is an Access Concentrator (AC) problem with your ISP.

721

Remote PPP peer is not responding. You have entered an incorrect user name or password. OR – The connection is not valid (for example, the cable is unplugged).

734

The PPP link control protocol has been terminated. This error occurs on Windows NT if Net BIOS is not installed. In the Control Panel of the Network applet, install the Net BIOS Interface service.

735

The requested address has been rejected by the server. Remove the IP address and re-try.

739

The remote server cannot use the Windows NT encrypted password. You may have selected an NT encrypted password in the phone book entry. Clear the check box to access the server.

751

Error code = 751 and extended error code = 0 both these errors occur if dial -up adapters are already in use by another connection.

752

Error code = 752 and extended error code = 0 both these errors occur if the TCP/IP bindings have been removed from the Ethernet card. To resolve the problem, restart your computer.

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