Frequently Asked Questions
The most common questions about fiber internet, billing and our support processes.
How long does installation take?
If our infrastructure is available at your address, your line is installed within 1-3 business days of your application.
Can I choose a plan without a commitment?
Yes. On our own fiber network there are two options, 12-month commitment and no commitment; installation costs more without commitment. At addresses our network does not reach, the package is available without commitment only.
Is the modem charged?
On our own network and on copper lines, no: the modem is provided free for the duration of the subscription. On lines with a fibre port at addresses our network does not reach, a monthly modem rental of 100 ₺ is charged. The modem is returned when the subscription ends.
How do I report a fault?
Use the “Open a Fault Ticket” section of the customer portal or call our 24/7 line at 0850 308 19 99.
What’s the difference between your own fibre network and service at other addresses?
The plan and the price are the same; the difference is in speed and the modem. On our own GPON network in Esenyurt and Silivri you get 1,000/1,000 Mbps symmetric, modem included. At addresses our network doesn’t reach, speed depends on what your line supports, up to 100 Mbps; on lines with a fibre port a monthly modem rental of 100 ₺ is added. The address check tells you which applies to you.
What if there is no infrastructure at my address?
After the check you can leave your name and number; your street goes on our build list. The number of requests waiting on the same street sets the order of work, and we call you when work begins.
Is there an early termination fee?
There is no termination fee on commitment-free options. If you leave the 12-month plan before the term ends, the fee stated in your contract applies; you can see the amount in your contract and in the customer portal.
Can I move my line if I relocate?
Yes. First check your new address on the coverage page, then send your relocation request to 0850 308 19 99. We recommend submitting it at least 7 days before you move.
How do I pay my bill?
Pay instantly by credit or debit card at the Online Service Centre (oim.worldnet.com.tr) or in our mobile app. At our partner banks (QNB Finansbank, Garanti BBVA, Ziraat Bank, VakifBank) you can pay or set up an automatic payment order by choosing WorldNet under Payments > Bill Payment > Telecommunications.
Why is my speed lower than expected?
Speed tests over Wi-Fi are lowered by walls, distance and neighbouring networks. Connect your computer to the modem by cable, take other devices off the network and measure again; if the result is still below your plan, open a fault ticket on 0850 308 19 99.
How quickly is a fault fixed?
A fault ticket is responded to within 24 hours; our target for resolution is 48 hours. You can open a ticket in the customer portal or by calling 0850 308 19 99 24/7.
Do you really pay my exit fee?
Yes. If you switch to the 12-month plan on our own network from another provider, we cover up to 2,400 ₺ of the exit fee your old provider charges. The amount is deducted from your bills in equal parts over 12 months: for a 1,200 ₺ fee you pay 100 ₺ less every month. We confirm the details on the call after your application. Just send us the exit-fee invoice from your old provider. If you leave before the end of your term, the discounts granted are charged back.
Didn’t find your question?
Call us at 0850 308 19 99 or write to [email protected].