How to Complain About Internet Service in Nepal
Quick answer: If your internet is repeatedly down, slower than promised or billed incorrectly, first register a complaint with your internet service provider and keep the ticket number. If the provider does not resolve the issue, you can raise a grievance with the Nepal Telecommunications Authority (NTA) using its published complaint route. Reviewed 2 November 2026.
Before filing: identify the problem
| Problem | Evidence to keep | What to ask the ISP |
|---|---|---|
| Frequent disconnection | Dates, times, router status and screenshots | Outage ticket, diagnosis and estimated restoration |
| Slow connection | Several tests at different times, plan details | Test method, network congestion and plan limitations |
| Unexpected bill | Invoice, contract and payment receipts | Itemised charges and written correction |
| Installation delay | Application, promised date and payment proof | Installation status and refund or cancellation terms |
| Unresolved complaint | Earlier tickets, replies and dates | Written escalation and resolution timeline |
Speed tests can be affected by WiFi signal, device limitations and background downloads. Where practical, test with a wired connection and record the plan's advertised and actual conditions. Do not claim a speed violation from one test alone.
Step 1: Contact your provider
Use the support channel shown on your bill, agreement or the provider's official website. Describe the problem clearly and request a reference number. Keep a dated record of calls, emails, chat messages, promised follow-ups and service interruptions.
For example, Nepal Telecom's FTTH page lists 198, option 1 for complaint registration. Other providers have their own support procedures.
Step 2: Ask for a written response
If the problem continues, send a short written summary with your account or service number, affected dates, complaint reference, and the remedy you seek. Avoid posting account numbers or private contact details publicly.
Step 3: Escalate to the Nepal Telecommunications Authority
The NTA grievance application asks for the applicant's name, address, phone, provider, service type and complaint subject. It includes billing-related complaint categories and lists the authority's contact email as info@nta.gov.np.
Check the current NTA page for the submission route and any additional requirements. A complaint does not automatically guarantee a refund or a decision in the customer's favour.
Sample complaint structure
Subject: Internet service complaint concerning [provider and service type]
I subscribed to [plan] on [date]. The service problem is [brief factual description]. I reported it on [dates] under reference [number]. Attached are the bill, service agreement and relevant test or outage records. Please investigate and provide a written response explaining the remedy and timeline.
Do not send passwords, OTPs or unnecessary sensitive documents.
How to choose a provider more carefully next time
Ask about installation and equipment charges, uptime support, fair-use conditions, renewal fees and cancellation rules. Our fiber vs 4G comparison explains the technology trade-offs, and our internet provider comparison helps structure provider research. For broader consumer options, see the consumer complaint guide and business authenticity checklist.
Frequently asked questions
Should I complain to the ISP or NTA first?
Start with the provider so the technical or billing issue can be investigated. Keep evidence of your attempts before escalating to NTA.
Can I request a refund for downtime?
You can request a remedy under your agreement, but eligibility depends on the provider's terms, applicable rules and facts. Do not assume automatic compensation.
Is one speed test enough?
Usually not. Test at multiple times, note whether you used WiFi or Ethernet and retain the results.
Editorial basis: Official NTA grievance application and Nepal Telecom FTTH support information. This is general consumer guidance, not a claim that a particular ISP has breached its obligations.
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