COL is offering internet service to residences of Chittagong in a wide variety of plans. All the terms and conditions apply to the residence clients who are in a relation with Chittagong Online Limited as their internet service provider. All service related procedures like subscription, termination, suspension, changes, billing, payments etc will be executed according to the terms and conditions.
1. All of COL service plans are listed in the form/brochure/website/Face book page of Chittagong Online Limited. Please choose a service plan that meets your needs, fill up and sign the service request/order form (SRF/SOF) accordingly. Please enclose: i. A clear photocopy of your national id card or valid passport ii. 2 copies of recent passport sized color photos. If anyone wants to visit COL’s office to discuss about the service plans, the best time will be during the business hours which is Sunday to Thursday, 9am-5pm.
2.All of COL’s services are on “Prepay” basis and must be paid through one of the Mobile Banking Services as advertised by COL. Please follow COL’s instructions regarding payment through Mobile Banking and always mention your Customer ID (Client ID) and Invoice/Bill Date e.g. “ID 001234. Date 01 Jun 2017” as Reference in Mobile transactions with COL. Please pay the necessary non-refundable and non-adjustable One Time Charges (OTC e.g. Service Activation Charge) and Monthly Recurring Charge (MRC) as per your subscribed plan for the first month as soon as your first bill is issued to you by COL. In the subsequent months, COL will send bills to you which must be paid through your chosen Mobile Banking Service within due date. COL will take necessary steps like Suspension or Termination of your service in case of your non-payment within the specified time frame.
3.After your form/work-order is accepted by COL, your service will be scheduled for activation as soon as possible. COL will establish a fiber cable/radio link connectivity to your office/residence/site from the nearest Distribution Point. You are required to designate the place where the fiber cable will enter into your premises and show it to COL’s Technical Team. In case of radio link, you are also required to setup the tower of required height and strength with proper earth-grounding for lightning protection at your own cost.
4.COL will provide the required link transmission equipment only (GEPON Optical Network Unit or Media Converter or Outdoor Radio Unit depending on your link type) along with its power adapter, TJB, Optical Patch Cord, UTP cable and relevant accessories to activate the fiber/radio link connectivity between your premises and COL’s network. COL shall NOT provide any other equipment like Router, Wi-Fi Router/AP or Network Switch/Hub etc. If you need to use any such equipment’s at your premises for your own purpose, you will have to provide them on your own. At the time of installation, please hand your Wi-Fi Router/AP etc. equipment over to COL personnel (Engineer/Technician) for installing and configuring them.
5.The equipment and all accessories supplied to you by COL are owned by COL at all times unless you purchased them. All of these must be returned to COL in good working condition when you permanently deactivate COL’s Service (i.e. Service Termination) or when any change is required in the Service and/or Connectivity.
6.You are required to provide suitable space (e.g. rack/shelf/table), power supply facility (e.g. wall outlet, power strip, UPS etc. COL does not recommend direct power connection from IPS as its output voltage may be unstable for ONU or Wi-Fi Router or MC or similar equipment) and environment (e.g. sufficient air movement for cooling, easy access for maintenance and status checking, safe distance from children/unwanted persons or pets) to place all the equipment.
7.You will be liable for any kind of damage to the equipment and accessories due to improper handling/placement, misuse (i.e. usage outside the intended purpose or usage outside vendor specified guidelines) and/or breaking of warranty seal, burns due to fire/overheat/over-voltage/over-current/lightning/Act-of-God etc. This condition is also in effect during temporary deactivation of COL’s service (i.e. Service Suspension).
8.COL will provide Internet service as-is in general, without any guarantee or implied warranty that it will serve specific purposes. COL as an ISP will make reasonable efforts to make any service available/usable to you. You cannot deny that you did not receive COL’s service if it could not serve your specific purposes, and you cannot refuse to pay your Monthly bills in such cases.
9.COL will provide Internet service with no promise that the service will bring any gain (financial, social, personal, physical, spiritual etc.) to you and COL will not share your any such gain. Likewise, COL will provide Internet service with no assurance that the service will never bring any loss to you and COL will not share your any such loss.
10. COL will provide Internet service as per the licensing terms and conditions set by the BTRC. COL will not modify or block any content/website/portal unless the BTRC or the Govt. of Bangladesh requires COL to do so. In such cases, COL’s actions must be applicable to all users of COL. No exception will be made for any single user.
11. COL will not provide any service and support regarding installation, configuration (except IP address or ID configuration to activate the Internet) and/or maintenance of any Computer Hardware and/or the Operating System (e.g. Windows, Linux, Mac OS, Android etc.) of your Computer/Laptop/Smartphone etc. You are responsible for the same. COL recommends you to contact the respective vendor/supplier/manufacturer regarding these issues.
12. COL will NOT provide or redistribute any content that is not owned/created by COL or permitted by the owner/creator or that is not available on the Internet for public use.
13. COL will not provide any software or additional service for backup, safety and/or security of your data to/from/in your Computer/Laptop/Smartphone etc. It is your own responsibility.
14. Although COL strives to provide uninterrupted service to you for your ultimate satisfaction, there will be problem at some point in time. In case of any problem in your connectivity or service quality, please let COL Technical Solution Centre (TSC) know by phone call (24x7) or by email at the designated phone numbers and email address. COL will make reasonable effort to provide you with the required technical assistance (support) within reasonable time-frame and with reasonable resources. Support activity requiring visit to your residence by COL’s Engineer and/or Technician will be provided during working hours on business days only. All support activities shall be covered by the terms and conditions of COL’s General Support Policy.
15. If you want to stop your subscription temporarily (Service Suspension) or permanently (Service Termination), please notify COL in writing at least 30 days before the intended deactivation date. Please mention the reason for suspension/termination for future reactivation and/or review of COL’s official procedure, services and support.
16. In case of Service Suspension, COL will NOT withdraw the equipment and accessories from your residence. COL will simply deactivate your IP address or ID, and keep it deactivated for the time period (maximum 1 year) you specified on your Suspension letter. If you do not reactivate your service within the suspension time period, your service will be considered Terminated and all terms and conditions herein related to Service Termination and Reactivation will be applicable.
17. After taking the appropriate action depending on your request type (suspension or termination), COL will issue the final bill to you, collect your payment and issue you a Settlement Clearance Letter.
18. In case of Service Termination, COL will withdraw all equipment (e.g. ONU, MC, Outdoor Radio Device, power adapter etc.) and accessories (TJB, Optical Patch Cord, UTP cable, Fiber cable etc.) in good working condition. If any of the equipment and/or accessories is not in good working condition, you will have to bear the charges of replacement.
19. To reactivate COL’s service please notify COL in writing and pay for the service plan for the current month. In this case, you will NOT have to pay any OTC again. Your service will be reactivated within a maximum of 3 (three) working days.
20. If you had terminated COL’s service and you want to reactivate it, you will have to subscribe as a new user with all formal procedures again along with the payment of Service Activation/Installation Charge etc.
21. If you plan to relocate and want to use COL’s services in your new location, please let COL know at least 1 (one) week before your planned date of relocation. COL will make a schedule to shift your optical fiber connectivity to the new location after discussing with you. It could be before/on/after the day of your migration to new location. Please note that either you or one of your appointed persons has to be present at the previous location when COL’s Technical Team proceeds to remove the ONU/MC/Outdoor Radio Device, its power adapter, optical fiber cable, TJB, UTP cable, your Wi-Fi Router/AP etc. If you want to remove your own equipment like Wi-Fi Router/AP etc. and even the ONU by yourself, please let COL Technical Team know of your plan beforehand. COL Technical Team will re-route the optical fiber cable to your new location within reasonable time frame and reactivate your service. A onetime non-refundable and non-adjustable Link Transfer Fee will be applicable for this relocation process. For any information regarding the Service, please contact our Marketing/Business Development Department. COL reserves the right to add/remove/review any and all terms and conditions herein as well as Service Plan, procedure etc.
