FAQ

h1. How to contact Aurinoco?

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h1. Office hours

Monday to Friday 9:00 am to 5:00 pm

Saturday 9:00 am to 12:30 pm

h1. Telephone

+91 413 403 6900

h1. New connection and subscription request

* Please read [[Wiki#Getting-connected|Getting connected]]

* For laying cables to communities and to individual premises, email aurinoco@auroville.org.in including your name, contact details and the desired connection location

* For a new subscription application, email support@aurinoco.net including your name, contact details and the desired connection location

Aurinoco support will create an internal issue to manage your request and will give you the issue name like Support#12510. Please give the issue name when you contact us about the request

h1. Existing subscription connection problem

When you have a connection problem, please help us to help you

Please do not hesitate to tell us of the problem.  We monitor the network to detect problems but some problems are not detected so problem reports from subscribers help us identify the what is not working.

* If you can open this FAQ, please do so and follow [[Wiki#Something-doesnt-work|Something doesn't work]]. If you can't fix your problem ...

* If you can send email, report the problem to support@aurinoco.net including

** Your name, contact details and connection location

** A description of the problem.  More than "does not work" is helpful

** If you are not our subscriber, the subscriber's name

** If available, speed tests and ping tests results

* If you can't send email, during support hours report the problem to +91 413 403 6900

Aurinoco support will create an internal issue to manage your problem and will give you the issue name like Support#12510. Please give the issue name when you contact us about the problem

We are responsible for providing a network connection. We are not responsible for your devices or any internal network.  For problems with your devices and any internal network, ask your support provider to help.  Support providers include Blue Light and Mira Computers.  TODO: add support providers' contact details

When there are breakages affecting many subscribers' connections we

* Inform affected subscribers by email

* Prioritise fixing the breakage ahead of fixing individual subscribers' problems

When there is upgrade work affecting many subscribers' connections we

* Plan a time for the work

* Inform affected subscribers by email a day or so before the work

h1. Billing enquiries

Email support@aurinoco.net including

* Location

* Subscription name.  It is shown on the usage report emails Aurinoco sends

h1. Office locations

For postal mail and personal visit

Aurinoco Systems

Network Centre, 2nd Floor

Auroville Foundation Bhavan

Auroville 605101

Tamil Nadu

Aurinoco Systems

Network Lab

SaraCon 

Kottakarai

Auroville 605101

Tamil Nadu