Subisu Customer Care Number & Complaint Process: Everything You Need to Know - 1

📞 Subisu Support Guide

Subisu Customer Care Number & Complaint Process: Everything You Need to Know

📅 June 30, 2026 ✍️ BandhuFintech Editorial ⏱️ 8 min read VERIFIED 2026

⚡ Quick Answer

The primary Subisu customer care number for home users is 01-4235888 and 9801235888. The toll-free helpline is 16600159999. For support by email, write to support@subisu.net.np. All channels are listed below with the exact steps to file a complaint and get it resolved fast.

Your Subisu internet connection just dropped at the worst possible moment — right before a deadline, during a meeting, or on a streaming binge. You need a number to call, an email to write, or a way to raise a formal complaint ticket. This page has everything in one place: every official Subisu helpline number, support email, Viber contact, and the step-by-step complaint process — verified directly from Subisu's official website.

Infographic: All Subisu customer care numbers, email addresses, Viber support, online portals & the complaint escalation path — verified June 2026 | BandhuFintech

All Subisu Customer Care Numbers at a Glance

Subisu provides different helpline numbers depending on whether you are a home user, an enterprise customer, or whether you are located inside or outside the Kathmandu Valley. Here is the complete, verified list:

Home Users — Primary Helpline

📞

01-4235888

9801235888

Landline + mobile support for all home internet and Clear TV subscribers inside Kathmandu Valley.

Toll-Free (All Users, All Nepal)

🆓

16600159999

Free of charge from any phone or mobile network. Available to home, hotel, and enterprise users nationwide.

Enterprise / Business Support

🏢

01-4529616 / 17

Ext: 224, 225, 267
Direct enterprise support: 9801429616

Outside Valley Support

🌏

01-4217444

For Subisu users located outside the Kathmandu Valley. Also available on Viber/SMS: 9801158665.

Hotel & Apartment Service

🏨

01-4526749

Also reachable at 01-4235888. For hotels, guest houses, and apartment building services.

Head Office (Baluwatar)

🏛️

01-4429616

P.O.Box: 6626, 148 Thirbum Sadak, Baluwatar, Kathmandu, Nepal. General enquiries: info@subisu.net.np

Subisu Email Support Addresses

If your issue is not urgent, or if you need a written record of your complaint, email is the right channel. Subisu maintains separate email addresses for different types of support requests:

Purpose	Email Address
Technical support (home users, inside valley)	support@subisu.net.np
Technical support (outside Kathmandu Valley)	ovcc.support@subisu.net.np
Enterprise / business technical support	enterprise.support@subisu.net.np
New connection / sales inquiry	consumer.sales@subisu.net.np
General information	info@subisu.net.np
Clear TV sales	cleartv.sales@subisu.net.np
Hotel & apartment retail enterprise	retail.enterprise@subisu.net.np

💡

What to Include in Your Support Email To get a faster resolution, always include your registered username or account number, a description of the problem with the date and time it started, any error messages or LED indicator states on your modem/ONU, and your contact phone number. Attach a screenshot if relevant.

Subisu Viber & SMS Support

Subisu operates dedicated Viber numbers for users who prefer messaging over phone calls. These numbers accept Viber messages only — they do not support regular voice calls or SMS from non-Viber apps.

💬

Inside Valley (Retail)

Viber & SMS: 9801158999
For home users within Kathmandu Valley.

💬

Outside Valley (Retail)

Viber & SMS: 9801158665
For users outside Kathmandu Valley.

📱

Subisu Mobile App

Download the Subisu App (iOS & Android) to check your account, pay bills, and raise support requests anytime.

🌐

Self-Care Portal

Log in at selfcare.subisu.net.np to view usage data, session history, and account status.

How to File a Complaint with Subisu: Step-by-Step

Nepal's largest ISP provides multiple channels for registering a complaint. Here is the full process, from the fastest resolution path to the formal escalation route:

1

Call the Helpline First (Fastest Resolution)

Call 01-4235888 or 9801235888 for home users, or use the toll-free number 16600159999. Describe the problem clearly — your username or account number, the nature of the issue (no internet, slow speed, TV signal loss), and when it started. The support team will typically raise an internal ticket and, if needed, schedule a technician visit.

2

Send a Viber Message (If Lines Are Busy)

If the phone lines are engaged — which can happen during peak hours or after major outages — send a Viber message to 9801158999 (inside valley) or 9801158665 (outside valley). Include your full name, registered phone number, username, and a brief description of the issue.

3

Email Your Complaint (For a Written Record)

For issues that are recurring, billing-related, or where you need a documented paper trail, send an email to support@subisu.net.np. Clearly state the ticket number you were given on the phone (if any), the full timeline of the problem, and what resolution you are seeking. Responses typically arrive within 24–48 hours on business days.

4

Use the Online Portal or Inquiry Form

Log in to the customer portal at customer.subisu.net.np using your Subisu username and password to view your account details and submit a formal support request. Alternatively, use the online inquiry form at subisu.net.np/inquiry for general questions and feedback.

5

Visit a Subisu Branch or Service Center

If remote support has not resolved your issue, visit the nearest Subisu office in person. The main head office is at 148 Thirbum Sadak, Baluwatar, Kathmandu. Subisu has service centres both inside and outside the Kathmandu Valley — search for the nearest one on their official website or Google Maps.

6

Escalate to NTA If Unresolved

If Subisu fails to address a legitimate technical or billing complaint within a reasonable timeframe, you can escalate to the Nepal Telecommunications Authority (NTA) — the regulatory body that oversees all ISPs in Nepal. File a formal complaint at nta.gov.np. ISPs are required by law to respond to NTA-forwarded complaints.

Subisu Complaint Escalation Ladder

Use this quick-reference escalation ladder to know exactly which step to try next if your current channel hasn't worked:

1

Phone — 01-4235888 / 9801235888 / 16600159999

Best for immediate issues. Get a ticket number before you hang up.

Start Here

2

Viber — 9801158999 (inside valley)

If phone lines are busy. Screenshot your message for records.

If Busy

3

Email — support@subisu.net.np

Use when you need a documented trail. Include all details and your ticket number.

For Records

4

Customer Portal — customer.subisu.net.np

Submit a formal online support ticket with your account login.

Formal Ticket

5

Visit Branch — 148 Thirbum Sadak, Baluwatar

In-person visit for hardware issues or unresolved tickets older than 72 hours.

In Person

6

Nepal Telecommunications Authority (NTA)

nta.gov.np — File a regulator complaint if Subisu has failed to resolve a legitimate issue.

Last Resort

Common Subisu Issues & Quick Fixes Before Calling Support

Before you pick up the phone, try these basic troubleshooting steps — Subisu's own support team will ask you to attempt most of these first anyway:

Problem	Try First	Then Call If
No internet connection	Restart your ONU/modem (unplug 30 sec). Check all cable connections.	Lights still red/amber after restart
Slow internet speed	Connect PC directly via Ethernet (skip Wi-Fi). Run a speed test at fast.com.	Wired speed is well below your subscribed plan
Wi-Fi not working	Restart router. Reconnect devices. Move router closer to open space.	Other devices also can't connect via Ethernet
Clear TV no signal	Check all coaxial/HDMI cables. Restart Set-Top Box. Perform NIT Search in settings.	All channels show no signal after restart
Account disconnected	Check account validity in Subisu App or selfcare.subisu.net.np. Renew if expired.	Account is active but still no connection
Can't log into account	Reset password via selfcare portal. Check username carefully (case-sensitive).	Portal shows account doesn't exist

⚠️

Always Note Your Ticket Number Every time you call Subisu support, ask the agent for your complaint or support ticket number before ending the call. This reference number is your proof that the complaint was registered and is essential if you need to follow up or escalate to a higher level.

How to Pay Your Subisu Bill

While you have Subisu support on the line, it's worth knowing all the payment options in case a renewal is causing your disconnection:

📱

Subisu Mobile App

Pay in seconds directly through the official Subisu App using a linked bank card or wallet.

💳

Digital Wallets

IME Pay, Khalti, eSewa, and ConnectIPS all support Subisu bill payments.

🏦

Online / Mobile Banking

Pay via your bank's internet banking or mobile banking app using Subisu's merchant code.

🏢

Subisu Branch / Outlets

Pay in cash or by card at any Subisu branch office or authorized payment outlet.

💡

Promise to Pay (3-Day Extension) If your account is about to expire and you cannot pay immediately, Subisu offers a "Promise to Pay" option that extends your service for 3 days. Contact support at 01-4235888 and ask for this — it requires your commitment to pay within the extended period. The service will be disconnected automatically if payment is not made by then.

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Frequently Asked Questions

What is the Subisu customer care number in Nepal?

For home users, the primary Subisu customer care numbers are 01-4235888 and 9801235888. The toll-free number available to all users across Nepal is 16600159999. For users outside the Kathmandu Valley, call 01-4217444.

What is Subisu's toll-free helpline number?

Subisu's toll-free number is 16600159999. It is free to call from any phone or mobile network and is available to home, hotel, and enterprise users across Nepal.

How do I file a complaint with Subisu online?

You can file an online complaint through: (1) the customer portal at customer.subisu.net.np using your account login, (2) the inquiry and feedback form at subisu.net.np/inquiry, or (3) by emailing support@subisu.net.np with your account details and a description of the issue.

What is Subisu's Viber support number?

Subisu's Viber support numbers are 9801158999 for users inside the Kathmandu Valley and 9801158665 for outside valley users. These numbers accept Viber messages only — they do not support regular voice calls.

What is the Subisu enterprise support number?

Enterprise and business customers can reach Subisu at 01-4529616/17 with extensions 224, 225, or 267. The direct enterprise support mobile is 9801429616. For email, write to enterprise.support@subisu.net.np.

Where is the Subisu head office address?

Subisu's head office is located at P.O.Box 6626, 148 Thirbum Sadak, Baluwatar, Kathmandu, Nepal. General enquiries can be sent to info@subisu.net.np or by calling 01-4429616.

My Subisu issue is still unresolved — what can I do?

If Subisu has not resolved your complaint after following all support channels, you can escalate to the Nepal Telecommunications Authority (NTA) at nta.gov.np. The NTA is the regulatory body overseeing all ISPs in Nepal, and ISPs are legally required to respond to regulator-forwarded complaints. Always have your Subisu ticket number ready when filing with the NTA.

Quick Reference — Subisu Contact Details

• Home Helpline: 01-4235888 & 9801235888
• Toll-Free (All Nepal): 16600159999
• Outside Valley: 01-4217444
• Enterprise Support: 01-4529616/17 | 9801429616
• Technical Email: support@subisu.net.np
• Viber (Inside Valley): 9801158999
• Viber (Outside Valley): 9801158665
• Customer Portal: customer.subisu.net.np
• Head Office: 148 Thirbum Sadak, Baluwatar, Kathmandu

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Disclaimer: All contact numbers, email addresses, and procedures in this article are sourced from Subisu's official website (subisu.net.np) as of June 2026. Contact details may change — always verify the latest information at subisu.net.np/contact-us. BandhuFintech is not affiliated with Subisu Cablenet Ltd.