Every day help for our customers

This page is all about the problems you might face after the successful installation of the connection.
We have surveyed about the issues our users might face and have updated the FAQ list accordingly and more
updates will be provided.
Check out if we already have the solution for the issue you are facing down here 😊.

  • Broadband questions
  • Self Diagnosis
  • High-speed WiFi settings
  • About Connections
  • Pre-requisites

If you need more help

Feel free to contact the customer support line anytime 😊.

  • +8801977539001-5
  • support@hatirjheelnet.com
  • 304, Chairman Goli, Moghbazar, Dhaka-1217

You can contact our Customer team at 01977-539001 or you can write a mail to us at
support@bdtouchltd.com for any such queries, complaints or requests.

We at Hatirjheel.net deliver internet speeds of up to 20Mbps for domestical purpose use. We offer an array of
flexible broadband plans to suit your internet needs. You are sure to find a package that takes care of your needs!

No. Hatirjheel.net does not provide the Router. Customer can buy Router/ Accessories recommended by
Hatirjheel.net or any other equipment of equivalent specifications. Although, you would be provided with an ONU
box with would be reclaimed by the company at the time of the permanent termination of your connection.

For a new connection, you will need to submit:

  • National ID Card Xerox.
  • Passport size picture of the registered candidate.

Before calling the call centre, you may carry out the following steps that will ease the rectification process and also
reduce interaction time.

1. Press “Windows” button + R – This will open the “Run” dialogue box
2. Enter ping  /your Default Gateway/-t. (example: ping
3. You may see the following response :
a> Request Timed out
b> Destination Host Unreachable
c> Reply from Host
4. In case of a and b, please contact Call Centre with the details
5. For further problem solving the Call Centre team.

Yes, with every plan you get Unlimited Bandwidth. And at Hatirjheel.net there is no such thing as FUP speed. So, surf,
stream, and download as much as you like, nobody to stop you.

While the packages are designed to give unlimited broadband experience to the subscribers, few customers may use
excessive amount of the data transfer, causing traffic congestion on the network. In order not to impair the
experience of other users, a Fair Usage Policy is applied. This helps to give the desired Internet usage experience to
all users, especially since broadband is a shared bandwidth experience and the over-usage of a group of customers
must not affect the rest of the users.


You can reach us in multiple ways:

  • Call us at our Help Line number: 01977539001
  • Email us at our Customer Support : support@bdtouchltd.com
  • Visit our local office at 304, Chairman Goli, Moghbazar, Dhaka-1217

Yes, the plan can be changed, but the new plan will be availed to you from the starting of the next renewal date. To
change the plan call us at 01977539001
However, you change your plan in the middle of an active subscription, but it is advisable to change your plan only
when your current subscription ends.

It is generally very difficult to estimate the real data usage. Data transfer often has overheads that may not always
be predictable and can vary depending on change in usage behavior. In today’s world, a fast and consistent internet
connection is almost becoming a mandatory requirement. Unavailability or limited availability of connection is not
acceptable. Also, it is important to know the cost of additional data if required to purchase.

Our billing cycle is of 30 days. You must make the payment within the 7th of every month to continue your
connection. If not, the connection will be temporarily terminated shortly.

No, as per guideline, any unused data can neither be carried forward, nor can your account be paused for an active