How to File a Complaint Against Subisu: Step-by-Step Guide (NTA & Subisu Portal)

Raised a support ticket with Subisu weeks ago and still staring at the same buffering wheel? You're not stuck. Most Nepali broadband customers don't realize that if an ISP fails to resolve your issue, you have a legal escalation path beyond the company itself. This guide walks through exactly how to file a Subisu complaint in Nepal — first through Subisu's own support channels, and then, if that doesn't work, how to escalate it directly to the Nepal Telecommunications Authority (NTA), the government body that actually regulates every ISP in the country.

Step 1: Contact Subisu's Internal Support First

Before escalating anywhere else, your first move for any Subisu service issue should always be Subisu's own customer support channels. Most issues — slow speed, billing discrepancies, router problems, installation delays — are resolved at this stage without needing outside intervention. There are four main ways to reach them:

1. Phone Support

Call Subisu's customer service line directly at 01-4235888 or 9801235888 for home internet issues. This is typically the fastest way to get an immediate response for urgent connectivity problems, since a technician can often be dispatched the same day for service outages.

2. Raising a Subisu Support Ticket via the App

The official Subisu Mobile App (available on Google Play and the Apple App Store) lets you raise and track a formal Subisu support ticket directly from your phone:

1. Open the Subisu App and log in with your registered mobile number and OTP.
2. Navigate to the Support section.
3. Tap My Tickets, then select New Ticket.
4. Describe your issue clearly, including when it started and any troubleshooting you've already tried.
5. Submit, and note your ticket number for reference.
6. Check back under My Tickets to view the status and any responses from Subisu's support team.

3. Client Self-Care Portal

You can also log in to Subisu's official client/self-care portal through their website to view your account status, check usage details, and in many cases submit support requests through the same interface used for billing and package management.

4. Email Support

For non-urgent issues or matters requiring written documentation (such as billing disputes), email support@subisu.net.np with a clear subject line describing your issue, your account/customer ID, and a detailed explanation of the problem.

What to Include in Your Complaint for Faster Resolution

• Your registered account/customer ID and the phone number linked to your Subisu account
• A clear, specific description of the issue (e.g., "speed has dropped to under 5 Mbps since [date]" rather than just "internet not working")
• Dates and times the issue began and any pattern you've noticed (constant, peak-hours only, after rain, etc.)
• Screenshots of speed tests, error messages, or billing discrepancies if applicable
• Any previous ticket numbers if this is a follow-up to an earlier unresolved complaint

Documenting this clearly from the start not only speeds up resolution with Subisu, but also becomes essential evidence if you eventually need to escalate the issue to the regulator.

Step 2: How to File a Subisu NTA Complaint

If Subisu's internal support hasn't resolved your issue within a reasonable timeframe — or if you feel your complaint has been ignored or inadequately addressed — you have the right to escalate directly to the Nepal Telecommunications Authority (NTA), Nepal's official telecommunications regulator. NTA is legally responsible for overseeing service quality across all telecom and internet providers in the country, settling disputes between consumers and providers, and ensuring operators meet their licensing obligations.

How to Submit an NTA Complaint Online

1. Visit NTA's dedicated Complaint Handling System at complain.nta.gov.np.
2. Register for an account if you don't already have one (a quick sign-up process).
3. Log in and select the option to register a new complaint.
4. Choose the relevant category (internet service, billing, service quality, etc.) and select Subisu as the service provider involved.
5. Fill in your complaint details, including your account information, the nature of the issue, and your Subisu support ticket number if you have one.
6. Submit your complaint — NTA's system will log it and forward it to Subisu for response, while letting you track the status of your complaint through the same portal.

Alternative Ways to Reach NTA

• Phone: Dial +977-01-5355474 to reach NTA directly.
• Email: Send your complaint details to info@nta.gov.np.
• In person: Visit NTA's office at Kantipath, Jamal, Kathmandu, if you prefer to file a complaint physically or need further clarification on the process.

NTA's online complaint system was specifically introduced to replace the older, less systematic process of complaints going only through email and phone calls — giving consumers a structured, trackable way to follow up on unresolved telecom and internet issues, with all submitted complaints accumulated centrally and forwarded to the relevant provider for accountability.

What Kinds of Issues Can You Escalate to NTA?

• Persistent service outages or unresolved connectivity issues despite multiple complaints to Subisu
• Billing disputes, including incorrect charges or failure to honor advertised pricing
• Failure to install or activate service within a reasonable timeframe after payment
• Disputes over Fair Usage Policy application or unexplained speed throttling
• Poor or unresponsive customer service that fails to address a legitimate technical issue
• Any service quality concern that falls within Subisu's licensing obligations as a regulated ISP

Tips for a Smoother Complaint Process

• Always start with Subisu first — escalating to NTA without first attempting resolution with the provider can slow things down, since NTA typically expects evidence that you've already approached the company directly.
• Keep records of everything — ticket numbers, dates, names of representatives you spoke with, and screenshots of any relevant evidence.
• Be specific and factual in your complaint description rather than general or emotional — regulators and support teams respond faster to clear, documented issues.
• Follow up periodically through whichever channel you used (app ticket status, portal, or NTA's complaint tracker) rather than assuming silence means nothing is happening.
• Know your consumer rights — as a paying customer of a licensed telecom service, you're entitled to service quality consistent with what you're being charged for, and NTA exists specifically to enforce that.

Frequently Asked Questions

How do I file a complaint against Subisu in Nepal?

Start by contacting Subisu directly through their phone support, App ticket system, client portal, or email. If the issue remains unresolved, escalate to the Nepal Telecommunications Authority through their online portal at complain.nta.gov.np.

What is the NTA complaint portal, and is it free to use?

The NTA Complaint Handling System (complain.nta.gov.np) is the official government portal for registering telecom and internet service complaints in Nepal. It's free to use and designed to let consumers track their complaint status after submission.

How long should I wait before escalating my Subisu complaint to NTA?

There's no universally fixed waiting period, but it's generally advisable to give Subisu a reasonable opportunity — typically several days to a couple of weeks depending on issue severity — to investigate and respond before escalating, while keeping detailed records of your initial complaint and any follow-ups.

What information do I need to file an NTA complaint?

You'll generally need your account/customer details, a clear description of the issue, relevant dates, and ideally your original Subisu support ticket number as proof that you attempted resolution with the provider first.

Can NTA actually resolve billing or service disputes with Subisu?

Yes — NTA is Nepal's official telecom regulator with authority to settle disputes between consumers and telecommunications providers, and forwards registered complaints directly to the relevant operator while tracking the case to resolution.