faqs

FAQs

Our trademark is our services that combine a high degree of professionalism with a deep understanding of our clients’ needs.

General

What is Optix Fiber offering?

Optix Fiber is offering an Internet connection speed that’s up to 20 megabits per second, along with a Home phone & TV service.

Why do I need Optix Fiber? How will I notice the difference?

Optix Fiber makes everything you already do online up to faster. No more endless buffering. Optix Fiber will also revolutionize the web in new ways. Imagine chatting with your clients and colleagues via HD video conference, or collaborating on a work project with contributors across the globe in real time, without delays. Optix Fiber is the Internet experience of the future.

How many devices can be connected through Fiber?

If you’re using Optix Network Terminal Box as a router, you can connect up to 4 devices on wired connections and up to 10 devices on your wireless network. If you are you using your own router, the number of devices that you can use will vary.

What are static IP addresses?

An Internet Protocol (IP) address is a unique number assigned to every device on a network. Just as a street address determines where a letter should be delivered, an IP address identifies computers on the Internet. Network devices such as webservers use this address to send the information you requested back to your device. In the case of static IPs if your machine is a webserver the static IP is what identifies it to the rest of the internet. A device can have a static IP address, which means it stays the same over time, or a dynamic IP address, which means the address, can change over time.

How many static IP addresses can I have?

When you sign up for Optix Fiber for Home connection, you can choose to have no static IP addresses (that is, dynamic IPs) or 1 static IP. If you sign up for 1 IP address, your confirmation email will include the IP address assigned to your account.

Can I have more than one IP address?

Due to the current shortage in IPv4 addresses, the company that supply them are limiting the number of IP addresses that can be allocated, to manage those remaining. That’s why we are not offering more than one IP address per customer at this moment in time. If you do have a specific need for multiple fixed IP addresses please contact Customer Support on 111-1-OPTIX.

Can I use my own Wi-Fi router?

Yes. If you’re using your own Wi-Fi router, please make sure that it fits these recommended specifications. Please note that the Optix Fiber support team will not be able to support Wi-Fi routers manufactured by third parties.

If you choose to add one or no static IPs, you can also use your own router, but we will provide you with Optix Fiber Network Terminal Box that can serve as your Wi-Fi router. For more information, please call us on 111-1-OPTIX.

Are there fees associated specifically with the Static IP address adds on options? Or do the fees pertain only to the Internet product?

Static IPs has the following fees associated with them:

1 static IP – PKR 300/month: includes an IPv4 address.

Why is Optix Fiber right for my personal requirements?

It speeds up to 20 Mbps; Optix Fiber brings super-fast Internet to your needs. This means instant uploads and downloads HD video content and quick access to your favorite social, educational, entertainment, gaming and business websites. This allows you to spend less time waiting and more time to view and enjoy your favorite content.

What is a 20 Mega bit?

20 Mega bit per second (Mbps) is a 20,000 bits per second (bps) connection. With Mega bit speeds, there’s enough bandwidth for everyone in your home and all your devices. That means everyone at home can have a super-fast connection on their computers, online games, movies, smartphones, tablets and more.

What is Optix Customer Service Center?

A Optix customer care center is our shop store where you can come to experience what a 20 Megabit is like, ask us questions about Fiber or sign up for service. To find the nearest customer care, visit our website and select your city.

How do I get Fiber service for my home?

Initially we started our services in selected societies and buildings of Karachi and Lahore. Please call us on 111-1-Optix to get the further information or go to our website and fill the sign-up form and one of our representative will contact you.

What does download speed mean?

This relates to your ability to receive information from the Internet. The higher your download speed, the more information you can receive per second. This means webpages load faster, music and movies can be accessed quickly and viewing content on applications like iPlayer are smoother and without the stammering and pausing you might currently experience. Broadband speed is measured in Megabits per second, commonly written as Mb (as in 20 Mb) but should more accurately be written as Mbps. Make sure you don’t get confused between Megabits and Megabytes (which tends to be written as MB, or GB when referring to Gigabytes). In summary, there are eight bits in one byte, so, if your download speed is 8Mbps, then that’s actually shifting 1 Megabyte per second (1MB). It’s an important distinction, because file sizes (such as songs, pictures and movie clips) are described in Megabytes.

Are Optix speeds consistent?

Yes. We’ll monitor our network and will consider upgrading to match the online demands of your buildings or society. Every single resident will enjoy unlimited usage too. At Optix, we don’t believe in monthly caps or other traffic control. Please visit our FUP though to ensure that you understand our policy.

What are your upload speeds?

If you are using our 5Mb package then your upload speed will be 5Mb. Our 10Mb and 20Mb services are symmetrical, meaning your upload and download speeds would be equally as fast.

What download speeds should I see using a wireless connection?

We supply you with Optix Network Terminal Box (NTB) with Wi-Fi router with theoretical wireless speeds of 105Mb. In reality the maximum download speed you will see using a wireless connection is around 20Mb (depending on your package). In order to get the best speeds, use an Ethernet cable to connect directly to the Optix network terminal box. Wireless signals downgrade with environmental interference with other devices on the 2.5 GHz radio frequency. Example may be cordless phones, baby monitors and any wireless AV equipment. While the Optix Network terminal Box (NTB) will automatically switch to the least ‘busy’ channel you will always get the best performance using a wired connection to the Optix NTB.

Plans

Are there any data caps on my internet connection?

No way! We want you to use and enjoy your broadband or Megabit connections. There are no caps or limits to the amount of data you can send or receive but you should read our fair usage policy.

Will I be able to use Wi-Fi with Optix Fiber?

Yes. Our Optix Network Terminal Box includes advanced Wi-Fi, designed to give you access to Optix Fiber throughout your home.

Will my Wi-Fi connection be as fast as a wired connection?

No. Wi-Fi is slower than wired connections. However, the Wi-Fi technology in our Optix Fiber Network Box will provide for great connectivity.

You have completed the site survey at my home. When am I going to get installed?

We’re working as quickly as possible to bring Optix Fiber to your home. We’re still evaluating the results of the site survey but we don’t yet have a specific timeframe for your installation.

Billing

How do I sign in to Optix to manage my account?

Visit http://my.optix.pk and sign in with the email address and password associated with your Optix account.

What is an Optix Account and why do I need one?

Optix account lets you access a variety of information about Optix products and services such as Cable TV daily schedule, Phone calls details, payment details, complaint details, package change request and internet usage details.

Will you provide an email address along with service to replace my current ISP-provided email address?

You can sign up for any of your email accounts, there a multiple free email service like yahoo, Gmail and Hotmail.

How do I change my plan?

Sign in to http://my.optix.pk at any time to change your plan.

How and when will I be billed?

At the beginning of each month, you’ll receive your monthly Optix Fiber bill in your email inbox or you can also view it by access your Optix web account.

What payment options do I have?

You can use a credit or debit card to pay for your Optix Fiber bill by accessing our https://onlinepayment.optix.pk. In addition to regular credit or debit cards, you can also send us a payment through online banking, Easy paisa, UBL OMNI and through any branch of UBL OMNI. We do not currently accept cash, automatic bank withdrawal or cheques.

Will I receive a paper bill?

We will email you an electronic copy of your bill at the beginning of each month.

What if I need to cancel?

You can cancel your Optix Fiber service at any time by giving us a 30 day notice and also call at 111-1-OPTIX or send us an email on sales@optix.pk . You will need to return your equipment to your nearest customer Service Center. Please do read our pricing book guide incase you cancel the services in initial twelve months.