Frequently Asked Questions

How do I pay my invoice?

Log in to the customer portal, open Invoices, select an unpaid invoice, and choose an available payment method. The invoice status changes to paid once the payment succeeds.

Why is there an extra fee when I pay?

Some payment methods (such as virtual accounts, e-wallets, or QRIS) carry a service fee from the payment provider. The fee is shown before you pay.

What happens if I pay late?

The service may be temporarily suspended after the due date. It is reactivated automatically once the invoice is paid.

I have paid but my internet is still off. What should I do?

Wait a few minutes, then restart your modem/router. If it is still off, open a ticket in the customer portal or contact us at .

My internet is slow or disconnected. What can I check?

Make sure your invoice is paid, restart your modem/router, and check how many devices are connected. If the problem continues, report it through the Tickets menu so our technicians can check.

How do I report an outage?

Open the Tickets menu in the customer portal, create a new ticket, and describe the problem. You can follow its progress in the same menu.

How do I change my plan?

Choose a new plan from the service menu in the customer portal (if available) or contact our customer service. Changes take effect according to the plan terms.

How do I update my details or password?

Open the Profile menu in the customer portal. If you forgot your password, use Forgot Password on the login page.

Do I own the modem/router?

Unless stated otherwise, equipment we install belongs to Azlan Network and is lent to you while you subscribe. Please do not move it or change its settings without contacting us.

How do I cancel my subscription?

Contact our customer service at or azlannet.id@gmail.com. Make sure issued invoices are paid and our equipment is returned.