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Internet & Wi-Fi

Device hardware matters — older Wi-Fi adapters or outdated software can limit speed. Ensure your device is up to date and close to the TPC ONT. Interference from electronics or high usage on other devices can also affect speed.

Place your ONT/router centrally, away from thick walls or interference. Use the TPC ONT web portal to change your Wi-Fi channel or update firmware for improved performance.

Your TPCONT might be overloaded. Use the TPC ONT web portal Network Management tools to limit device connections. Consider upgrading to a higher bandwidth package for better stability

Through the TPC ONT web portal go to Network Management >Wi-Fi Settings, and enable Guest Network. Set a unique name and password to keep your main network secure.

Use WPA3 encryption, set a strong password, regularly update it, and monitor connected devices using the TPC ONT web portal You can also hide your SSID or block unknown devices.

Restart your ONT and router. If the LOS light blinks, contact TPC SupportWhatsApp at +92 51 111 111 872 — a site visit may be needed.

VPNs add encryption overhead and may connect to distant servers. Test speed at speedtest.net with VPN off. Persistent issues? Contact support.

Restart your ONT/router and check cablesStill having issues? Contact support for deeper diagnosis.

VPNs or destination server issues can cause this. Disable VPN and retry. Contact support if the issue persists.

Yes, TPC supports mesh networks. We also offer TPC Mesh (Huawei) systems for whole-home coverage. Contact support to ensure compatibility and setup assistance.

Try switching Wi-Fi channels via the TPC ONT web portal or upgrading your package. If the issue persists, contact support.

Use a Wi-Fi analyzer app or check via the TPC ONT web portal.For help optimizing coverage, contact support

You're likely on the 2.4GHz band. TPC ’s Wi-Fi 6 ONT supports dual band (2.4GHz & 5GHz) for better speeds. Visit nova.net.pkfor more.Use customer portal or contact sales via [email protected] or UAN: 051-111-111-872

  • Wi-Fi congestion/interference
  • Distance or obstructions
  • Over-utilized package
  • Outdated equipment
  • Contact support for tailored help

Delays may result from workload, prior appointments, or planning constraints. For updates, contact WhatsApp at +92 51 111 111 872

Go to Network Management in the TPC ONT web portal or contact support via your registered number/email.

Request shifting via WhatsApp at +92 51 111 111 872

Use the TPC ONT web portal or contact sales via [email protected] UAN: 051-111-111-872

Yes, available on select packages. Contact sales for details.

Visit https://nova.net.pk/beta/service-areas/
Or
call UAN: 051-111-111-872

Support typically responds within 45 minutes. On-ground resolution may take 6–8 business hours.

You can use customer portal to view your account details and complaint history at https://customers.nova.net.pk/

ONT & Router

Ensure proper ventilation and no direct sunlight. Still hot? Contact support for a checkup.

Use the TPC ONT web portal: Network Management > Port Forwarding.

Check power source and adapter. Still off? Contact support.

Yes. New ONTs offer better speed, stability, and control.

Your fiber link is down. A technician visit is needed. Contact support.

Older ONTs degrade over time. TPC offers discounted replacements with advanced features like Wi-Fi 6 and dual-band support.

Yes. New ONTs offer better speed, stability, and control via the TPC ONT web portal.

Restart it and check lights. Test via wired connection

Contact support from your registered number for access credentials.

Check the label on the back of your device.

Every 3–5 years or when issues arise.

Compatibility must be confirmed. Email us at [email protected]

Cable TV

  • Please verify the physical cable connectivity to all TVs.
  • If the issue is limited to one TV, try auto-tuning the channels
  • If the problem continues, contact Nova Communication support via the My Nova App or WhatsApp at +92 51 111 111 872.

  • Check the cable connection between the TV and the ONT.
  • Check the cable tv connector then check again cable on Tv.
  • Determine if the issue appears on all or specific channels, especially those at the end of the list
  • For further help, reach out via My Nova App or WhatsApp.

  • Try auto-tuning your TV.
  • If this does not resolve the issue, please contact support.

NOVA i-TV

Any Smart TV with Google-certified Android v-7 OS.

Contact via support UAN 051 111 111 872

  • Buffering may result from slow internet, Wi-Fi congestion, or device performance
  • Use a wired Ethernet connection for optimal performance

Telephone Service

  • Check physical handset connections.
  • Try using a different ONT port or another handset.
  • If unresolved, contact support.

Customer contact via support

Digital Box

  • Check all physical connections (TV and ONT).
  • Restore settings and auto-tune the box.
  • Still not working? Contact support

  • Ensure the power button is ON and connections are secure.
  • Try a different power socket or adapter
  • Contact support if the issue persists

Re-plug HDMI or A/V cables, try different ports, and verify TV or sound system volume.

Reset and retune the box. Contact support if not resolved

This is likely due to a loose RF cable. Secure the connection.

IPLAY Box

(Please contact Nova Communication support for recommended speeds.)

(Refer to the device settings or support team.)

May be due to weak Wi-Fi or low speed. Use Ethernet or strong 5GHz Wi-Fi.

(Check device settings or consult Nova support.)

Account Management

Contact Billing via My Nova App or WhatsApp.
Required for transfer:
  • CNIC
  • Mobile number
  • Email
  • New User ID
  • Rs. 1,000 transfer fee
  • Clear all dues
  • Security cheque(if hardware payments pending)
  • Optional: package change
Note: Internet data carry-forward will reset.

Yes, contact support via My Nova App.

Use the Complaints Tracker in the My Nova App or customer portal

  • Enter your registered phone/email and password
  • Forgot password? Tap Forgot Password to reset.

Go to Reports and Info → Internet Usage History

Open Billing → Pay Bill → Choose payment method.

Tap user ID → Subscribed Packages.

Support → Requirements/Complaints → Technical.

Tap user ID → Personal Info → Edit details.

Go to Support → Complaints History.

Account Settings → Change Password → Enter old and new passwords.

  • Tap Forgot Password on the login screen
  • A reset link will be sent via email and SMS.

Billing & Documentation

  • Tax certificates are sent to your registered email.
  • Or access at customer.nova.com:
  • Billing → Tax Certificate → Select Year → Submit

Check your inbox or spam folder.
Or log in at customer.nova.com
  • Billing → Bill Info → Current or History
  • Select Date Range → Submit

Receipts are emailed after payment
Or:
  • Log in to customer.nova.com
  • Billing → Invoice Details → Select Range → More Detail → Receipt No

Plain words

Internet & Wi-Fi

Why is my internet speed different on different devices?

Device hardware, Wi-Fi capability, software, distance from the router/ONT, interference and the number of connected devices can affect performance.

Contact Nova

How can we help?

Call 051 111 111 872 or email [email protected].

Enter your full name, as on your ID.

Use your mobile number, for example 03XX XXXXXXX.

We will use this email to reply to you.

Choose new connection, information, billing, complaint, or feedback.