0800-31-0700 for new subscribers
0800-31-0800 technical support

Questions and answers

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Questions and answers

services and tariffs for legal entities and individuals

for apartment buildings and the private sector

internet and television settings

Contact our service and information center in any convenient way:


- leave a request on the site maxnet.ua;

- write to us in the chat on the site maxnet.ua;

- by phone 0800-31-0700 or 0800-31-0909.


We will contact you, check the coverage and offer a convenient time to connect. We will also help you choose the best tariff and provide a router if you need it. At the appointed time, a wizard will come to you, lay the cable to your apartment, connect to the equipment and make the necessary settings. You will be provided with a protocol of ordered services and equipment, personal account number and personal login details. Then you need to pay the cost of connection and tariff for the next 7 days.


We draw your attention! The Internet will work immediately after connection. Access may be restricted only if you do not top up your account 7 days after the start of services.

The service will be available without recharging for 7 days after connection. During this period you will need to pay the cost of connection work and the tariff plan. After 7 days, this amount will be deducted from the account, if payment has not been made, the balance will be negative and the service will be inactive.

The optimal speed depends on what you normally use the Internet for and how many devices are connected to the network at one time. We suggest choosing the "Up to 100 Mbps" tariff if you use the Internet for ordinary activities (sites, communication programs), and there are few devices on the network at the same time.


If you need to quickly download large amounts of data, play resource-intensive online games or conduct broadcasts, and many devices can be connected to the network at the same time, we suggest you choose one of the gigabit tariffs. Deselect 1 Gbps if you need the widest possible channel, or choose 300 or 500 Mbps if you think 1 Gbps is too much.

Contact our service and information center in any convenient way:


- leave a request on the site maxnet.ua;

- write to us in the chat on the site maxnet.ua;

- by phone 0800-31-0700 or 0800-31-0909.


We will contact you, check the coverage and offer a convenient time to connect. We will also help you choose the technology and provide the necessary equipment (activation card, CAM module, set-top box) if you want to watch additional TV channels. If you choose the «Basic» package for analog technology, no additional equipment is required. At a certain time, a master will come to you, lay the cable to your apartment, connect to the equipment and make the necessary settings. You will be provided with the contract, personal account number and personal login details. Next you need to pay the cost of connection and tariff.


We draw your attention! The TV will work immediately after connection. Access may be restricted only if you do not top up your account 7 days after the start of services.

Maxnet provides a Television service using four technologies: ACP, DVB-C, IPTV and Web TV.


The choice of technology depends on the availability of our coverage, your equipment and wishes on the number of channels.


Choose analog cable television (АКТV) if you have cable coverage at your address and you do not want to buy additional equipment. Please note that only 70 TV channels in analog quality will be available.


Choose DVB-C if you're interested in digital TV and an expanded channel list. Please note that if you want to watch additional TV channels, you will need additional equipment, which is paid separately (module and activation card). Connection is possible subject to coverage.


We recommend that you connect IPTV if you live in an apartment and do not need extra wires. The connection is a normal patch cord from the router. If you do not use a Smart TV, you will also need additional equipment (set-top box). The connection is available to all Internet subscribers in apartment buildings.

We offer even more convenient technology for all Internet subscribers Web TV. Install the application «Мaxnet WebTV» on your smartphone, TV or tablet and watch your favorite channels from four devices at the same time!

Contact our specialists in any convenient way:


- leave a request on the site maxnet.ua;

- write to us in the chat on the site maxnet.ua;

- call 0800-31-0909 or 0800-31-0800 or (057) 720-9-960.


We will contact you to determine a convenient time to review the future location of the system. At the scheduled time, a master will come to you to determine the number and type of cameras, taking into account architectural features. Next, we will make a commercial offer with several options for implementing the system. Together we will determine the optimal composition and location of the system and plan work.


The technicians will install cameras and other necessary equipment, configure the system and demonstrate its operation. You will also receive recommendations for use and sign a contract. In the future, we support the work of implemented projects.

The cost of connection consists of the cost of the cable inside the apartment, the work of the master and additional services.


Cable price per apartment:

Twisted pair UTP 5 (up to 100 Mbps) - 5 UAH/m

Twisted pair UTP 5E (up to 1000 Mbps) - 10 UAH/m

Coaxial cable (for TV) - 5 UAH/m

Cable to the apartment - 1 UAH

The work of the master - 50 UAH for connecting each point

Cable crimping - 25 UAH for 1 piece

Patchcord - 50 UAH/piece (excluding the cost of the cable)

Please do not hand over cash to the master! The cost of connection and tariff plan is paid to your personal account, it will be indicated in the protocol of ordered services. In this document, the wizard will specify the amount to be paid for the connection.


The service will be available without recharging for 7 days after connection. During this period you will need to pay the cost of connection work and the tariff plan. After 7 days, this amount will be deducted from the account, if payment has not been made, the balance will be negative and the service will be inactive.

Yes, please make sure that you can provide the passport of the person for whom the contract will be executed. If there is no person at home with whom a contract will be concluded, you can leave his passport to an adult.

Yes, we provide the equipment you need to use our services. You can see the catalog of devices from «Maxnet» by following the link: https://help.maxnet.ua/uk/equipment

Our specialists will help you choose the right equipment, call 0800-31-0800.

It depends on what TV technology you are interested in. If you choose Web TV, you do not even need to contact us. Just install the application on your devices, enter your personal account number and start using the service. The first month - as a gift, in the future for the service will be charged a fixed subscription fee.


You also do not need to call the wizard if you use the IPTV service. You will need to contact our service and information center in any convenient way (order a call back, write in the chat on the site maxnet.ua or call 0800-31-0800). We will tell you what to do next and transfer you from the Internet service to the Internet + TV service.


If you choose cable TV (AKTV or DVB-C), you will need to call a wizard to bring the cable to your apartment and connect services. Contact us to choose a convenient date and time of the specialist's visit. After connecting, we will transfer you from the Internet service to the Internet + TV service. The subscription fee will be changed according to the current tariffs.

We need some time to resolve legal issues and get the system up and running. We make every effort to ensure that all our subscribers are satisfied with the quality of services, so we are attentive and responsible in launching services at home.

Yes, it is possible to connect subscribers with an optical cable to the apartment. Terms and cost of connection are discussed separately.


Note that the router and computer are not designed to connect fiber optic cable. Therefore it is necessary to install in addition a special media converter. Fiber optics will be connected to it, and twisted steam will come out of it to connect your devices. It should also be noted that the optical fiber is very sensitive to bends and any deformations. So you need to be very careful during its operation in the apartment.

Web TV is a service for Maxnet subscribers that will make watching TV as convenient as possible. The service is available as a Maxnet Web TV application for Android and iOS devices on the provider's network.


Web TV subscribers can watch more than 120 channels («Basic» and additional thematic packages of TV channels). Web TV allows you to watch TV, pause the broadcast and connect up to 4 screens at a time. The first month of using the service is a gift.


To activate the service:

1. Download the application «Maxnet Web TV» with Google Play/App Store or download apk-file, install and run it.

2. At first startup, select the type of device you are using to view, and then enter the password, which is also your personal account number.

3. During the test period (30 days) watch more than 120 TV channels for free.

4. At the end of the test period, the subscription fee for using the service begins to be deducted from the subscriber's personal account. The amount of the monthly subscription fee for the Web TV service is equal to the cost of the Basic TV package. Additional TV packages (Web TV) can be ordered additionally through the personal account, according to the price indicated on the website in the section «Additional packaging of Web TV service».

Yes, it is likely that the cable in your apartment can be connected to our equipment in the entrance. The wizard will have a supply of cable just in case. If your cable is damaged or does not fit the internet tariff you were going to connect, our cable will be used.

Cable TV is analog (AKTV) and digital (DVB-C) and comes with coaxial cable. The signals of TV channels are transmitted to the receiving equipment of the cable company, then they are encoded and received by subscribers.


The number of channels for the AKTV service is limited (70), no additional equipment is required for connection, and the image quality is analog. In DVB-C additional thematic packages are available, additional equipment is required to view them, quality is digital.


IPTV is the modern standard for interactive Internet Protocol (IP) television. It has a high image resolution, a wide selection of programs and interactivity. Usually IPTV is connected via a router and a special media player, also called a tuner, set-top box or STB (set-top box).


Web TV is a technology in which a TV signal is transmitted over the Internet, and you need to install an application to use the service. Not only TVs but also smartphones / tablets are suitable for viewing. Web TV is also connected to the TV via a router and set-top box. Thanks to the use of TCP technology, the signal is more stable and the viewing is pleasant.

Each tariff for the Internet service, regardless of the technology and place of connection, includes a static real (white) address.

You can connect additional TV channels through your personal account or call our service information center. The login and password from the personal account are specified in the documents that the wizard will leave when connecting. If you lose them, you can recover information through our operators. A list of additional packages of TV channels can be found on our website.


To disable additional packages, contact us in any convenient way (call back or chat on the site maxnet.ua/ at 0800-31-0800). We will disable the service and recalculate if necessary.

Unfortunately, this is not possible. Media groups give cable TV providers the right to broadcast channel packets. We can retransmit them only in the form in which they came to us and we have no right to share channels and change the cost.

We connect some high-rise buildings using the leading PON technology. It provides a more stable signal, minimal system failures and independence from the power supply. Its main feature is that a fiber-optic cable is supplied to the subscriber's apartment. The subscriber terminal is used to convert the signal from optical to electrical. We provide it for safekeeping for UAH 1. If you do not want extra equipment in the apartment, you can install a terminal in the vestibule. Then your router or computer connects to it in the usual way.


Please note that connecting to this technology does not affect the cost of the tariff.

No, unfortunately, there is no such possibility. IPTV service is provided only in combination with the "Internet" service in apartment buildings.

Loyalty programs from «Maxnet» are opportunities to save on services for existing subscribers.


«Pay less - get more»: pay for six months of using the services and receive the seventh as a gift.


Procedure:

1. Top up your personal account with the amount that corresponds to the subscription fee for 6 months.

2. Inform our specialists about payment in any available way (Telegram, Messenger, call, call back).

3. After activation, you receive one month of using the services as a gift.


Do not forget to inform our specialists about your intention to participate in the loyalty program! Please note that if you become a participant, your rate will not change and its value will not increase during the paid period.


«Recommend Maxnet»: To participate, you need to recommend Maxnet to friends who are going to connect to the Internet or TV.

If a new subscriber names your personal account or address when connecting, we will charge you a bonus in the form of a month of promotional services. If you bring two friends at once - you will get three months; three friends is a whole six months of services as a gift!

Yes, but the tariff discount will not be extended. The standard tariff price for the «Internet + TV» service will take effect after the end of the promotional period, which began from the moment the «Internet» service is connected.

Our company does not install specific firmware on subscribers' equipment. You can use your own equipment, provided it does not have built-in settings from another provider.


If your router is suitable for the tariff you are connecting (gigabit tariffs require gigabit routers), and you do not have software and hardware problems - you can of course use it.


In the case of TV set-top boxes, the case is more complicated. Notify the operator of the presence of the set-top box during the consultation. We will check compatibility, and the wizard will take our set-top box in case the services can not be used on your equipment.

Right-click the Internet connection icon on the taskbar. Select Internet Preferences (or Windows 7 Network and Sharing Center).»


In the left part of the new window, select «Ethernet» and «Adjust adapter settings» (or «Change adapter settings»).


In the new network connection window, right-click on the Ethernet connection icon and select «Status».


In the connection status window, click on the »Details ...» button. In the new window you need to find the line «IPv4 address». Next to it will be the IP address of your computer on the network.

To find out the news, take part in promotions and win competitions, we recommend:


1. Update your contact information in оpersonal account.

Go to the personal account https://my.maxnet.ua/ and on the main page enter the current e-mail and phone number by clicking on the button in the form of a gear.


2. Subscribe to the newsletter in the browser.

Going to the site https://maxnet.ua, click on the button «Enable messages»/«Show messages» when you see the request window to subscribe to messages.


3. Subscribe to the company's social networks.

«Maxnet» publishes information about contests and promotions on social media pages:

• Facebook https://www.facebook.com/maxnetua

• Instagram https://www.instagram.com/maxnetua

• Telegram https://t.me/maxnetua

Yes, our wizards provide computer help to users. We can configure the operating system, scan your computer for viruses and remove them.


The full list of available services can be found here: https://help.maxnet.ua/


To order the removal of viruses, leave a request on our website or call 0800-31-0800 or (057) 720-9-720.

Yes, computer help and settings are included in the list of services provided by «Maxnet».


When a subscriber asks us for advice, we try to help by phone. If the issue cannot be resolved remotely, we refer our specialist to the subscriber.


The full list of available services can be found here: https://help.maxnet.ua/

Contact our service and information center in any convenient way:


- leave a request on the site maxnet.ua;

- write to us in the chat on the site maxnet.ua;

- by phone 0800-31-0700 or 0800-31-0909.


We will contact you, check the coverage and offer a convenient connection date. We will also help you choose the optimal tariff and provide the necessary equipment for connection (subscriber terminal for conversion of optical signal into electrical, router).


At the appointed time, a wizard will come to you, lay the cable to your home, install the equipment and make the necessary settings. You will be provided with the contract, personal account number and personal login details. Then you need to pay the cost of connection and tariff for the next 7 days.


We draw your attention! The Internet will work immediately after connection. Access may be restricted only if you do not top up your account 7 days after the start of services.

PON or Passive Optical Network is a technology of passive optical networks, which involves the use of fiber optic cable throughout the distance from the provider to the subscriber. Elements of the network are passive equipment, so failures are minimized, there is no dependence on power supply, and the connection speed is stable.


Advantages of technology:

1. Independence from the electricity supply in the area. For the Internet to work, it is enough to have power in the house. If there is an uninterruptible power supply, the Internet will continue to work if the light is turned off.

2. Fiber optic cable is used for connection. It differs from the "twisted pair" by the absence of metal parts, so the storm does not pose a danger, and yet, it does not interest thieves. The signal through the fiber is transmitted without loss and is always stable.

3.The subscriber receives his personal high-speed communication channel. From central to home equipment, there are no components that can adversely affect the connection.

4. A subscriber terminal is used to convert from an optical signal to an electrical one. This is a small device that then connects to a router or computer, it is easy to hide.

Optional equipment is installed for signal conversion. Optical signal comes to your home through fiber optics. Next, you need to convert this signal to normal electrical to connect the Internet to your router or computer with twisted pair. The subscriber terminal is used for this purpose.

A subscriber terminal is a device used to connect to the Internet using PON technology in the private sector. Optical signal comes to your home through fiber optics. Next, you need to convert it into an electric form to connect the Internet to your router or computer with twisted pair. The subscriber terminal is used for this purpose.

In the private sector, Web TV is available for connection.


The service is provided in the form of the application «Maxnet Web TV» for devices on Android and IOS in the provider's network. Not only TVs but also smartphones/tablets are suitable for viewing. Web TV is connected to the TV via a router and set-top box.


More than 120 channels are available to Web TV subscribers («Basic» and additional thematic packages of TV channels). Web TV allows you to watch TV, pause the broadcast and connect up to 4 screens at a time. The first month of using the service is a gift.

Contact our specialists in any convenient way:


- leave a request on the site maxnet.ua;

- write to us in the chat on the site maxnet.ua;

- call 0800-31-1133 or 0800-31-0700 or (057) 720-9-727.


We will contact you, determine the availability of our coverage and discuss the conditions of connection, if coverage is not yet available. Next we will agree on the date and time for the inspection of the premises. At the scheduled time, a master will come to you, perform measurements (if necessary), determine the list of necessary works. Together we will choose a convenient connection time and schedule work.


At this time, the masters will bring the cable to your equipment in accordance with certain requirements. Then the service will be configured. You can use the Internet immediately after connecting.

To begin with, we suggest you decide whether a guaranteed or non-guaranteed channel will suit you.


For organizations that need the most stable connection and constant Internet speed, we offer to connect a guaranteed channel. In this case, the connection speed will remain the same even during peak load. Tariffs are formed individually and are more expensive because we provide a separate communication channel for you. Our manager will help you choose the optimal bandwidth based on your specific work and requirements.


If you want to connect a regular tariff for business, we have 3 speed plans:

- 100 Mbps . Suitable for standard tasks: business correspondence, remote work with documents, browsing sites, etc.

- 500 Mbps . We recommend connecting for organizations whose employees use online services at work. Suitable for creating a local area network for employees and a wireless network for guests.

- 1000 Mbps . Connect a gigabit rate if you have dozens of employees and need a wide bandwidth. This speed will allow you to work with large amounts of data and deploy resources on your own server.


Our staff will help to finally decide on the tariff during the consultation.

The difference between the tariffs is solely in the speed provided. Static address, signal stability and other parameters do not depend on the selected tariff.


Exceptions - channels with guaranteed speed.

This is a type of Internet for Business service from Maxnet, which provides a direct optical connection to our main equipment. In this way, we create conditions so that there are no obstacles and equipment in the signal path, so that no factors can affect the operation of services. Tariffs for the service are formed individually.

The connection time depends on the complexity and working conditions. Complex projects can take up to 4 days. And our record is 15 minutes for connection work. Our managers can announce the exact terms of connection to you.

Web TV is available to connect business subscribers. The service is available as an application «Maxnet Web TV» for Android devices in the provider's network. Web TV is connected to the TV via a router and set-top box. Web TV business subscribers have access to more than 42 channels in the «Basic» package and 3 additional thematic packages of TV channels: sports, music and children's.


Web TV allows you to watch TV, pause the broadcast and connect an unlimited number of screens to the service.

We provide certificates of work performed in any way convenient for you in paper or electronic form. Most often, our business subscribers choose Paperless and M.E.Doc.

You can find out your tariff plan using the Personal Account.


Login to the personal account page — https://my.maxnet.ua/. Login data (login and password) are specified in the protocol of the ordered services issued at connection. The tariff will be specified in the «Services» section.


Also, information about the tariff plan can be provided by an employee of the service and information center by phone. (057) 720-9-720 or 0-800-31-0-800. You can also find out your tariff plan using the "My Maxnet" program for Android and iOS.

Changing the tariff plan can be done in the following ways:

• From the 1st to the 26th of each month through Personal office. On the first day of next month, the tariff plan will be changed and the subscription fee for the new tariff will be deducted from the account.

• Contact our specialists via chat on the website or in any way convenient for you.

• Write a letter to abonotdel@maxnet.ua, attaching a statement of change in the tariff and a copy of the first page of the passport of the contract holder.

• Contact the customer service center in person (with a passport) and write a statement to change the tariff.


To connect tariffs over 100 Mbit/s, it is necessary to have:


• laid 8-core cable «twisted pair»;

• a network card on your computer that supports speeds of up to 1 Gbps;

• a router that supports speeds of up to 1 Gbps over a WAN port.


The maximum total period for which services can be suspended in a calendar year is 6 months. The minimum suspension period is 1 month.


No subscription fee is charged for the period of suspension and no service is provided. Subscription fee is charged only for rent and installments of equipment.


The service is included automatically within the time specified in the application. If you need to return the service before the deadline specified in the application, contact the company's service and information center.


To suspend services for 1-3 months, you need to contact our specialists in one of the following ways:


• write in the chat on the site, Messenger або Telegram;

• write a letter to abonotdel@maxnet.ua, attaching the application and a copy of the first page of the passport of the contract holder;

• contact the service and information center in any convenient way.

Please note that the ACT and DVB-C Television service cannot be suspended separately if you have a comprehensive Internet + TV service connected.

If you are already our subscriber, you can connect additional services at any time:


• Internet up to 1 Gbps;

• analog TV (if technically possible);

• digital TV Web TV;

• digital TV DVB-C or IPTV (if technically possible);

• video surveillance;

• telephony (landline, VoIP);

• Data Center services.


The cost of connection depends on the chosen service and the current availability of coverage in your home. To connect an additional service, you need to contact our specialists in one of the following ways:


• leave a request via online chat or by following the link maxnet.ua/order;

• call (057) 720-9-720 or 0-800-31-0-700 (round the clock);

• contact the Customer Service Center (Kharkiv, Mironositskya Street, 57, Mon-Fri from 9:00 to 18:00) and leave a request after consulting with administrators.

To use the service, you must have a set-top box or TV on Android. If you have a Smart TV that supports the installation of applications from Google Play, you do not need to buy an additional set-top box. Otherwise, you will need a media player (prefix/set top box) on Android.


To start using the service, download our application «Maxnet Web TV»


The first time you run the program, you are asked to choose which device it will be used on. Select «TV set-top box».


Then you will be offered a choice of technology: IPTV (Multicast)/Web TV. To watch Web TV on TV, you need to select the second item.


Then there will be a message about the user's consent and information about the withdrawal of the subscription fee after the promo month. If you are satisfied, click «Continue».


The next step is to enter the access password, which is your personal account. If you enter the wrong password, an error message will appear on the screen. After clicking the «OK» button, the message about registering a new device reappears on the screen.


After authorization, you will start watching the TV channel that is first on the list. The next time you run the program, the playback will start from the channel on which the viewing ended.


At the first connection, the service is activated for a test period of 30 days. During the test period, both TV channels from the «Basic» package and additional service packages are available for viewing.


The first subscription fee is charged on the day of the test period. You can refuse the service by contacting our service and information center.


Additional TV packages can be activated independently in the personal account, or by contacting our specialists.

The «Basic» TV package consists of 77 national television channels.


Additional TV packages:


• Cinema Heath (8 channels, UAH 25/month)

• Sports (5 channels, UAH 25/month)

• Cognitive (9 channels, 30 UAH/month)

• HD (7 channels, UAH 25/month)

• HD-VIP (6 channels, UAH 25/month)

• Extended (8 channels, UAH 30/month)

Yes, if you use DVB-C or AKTV TV. To suspend services for 1-6 months, you need to contact our specialists in one of the following ways:


• write in a chat on the site, Messenger or Telegram;

• write a letter to abonotdel@maxnet.ua, attaching the application and a copy of the first page of the passport of the contract holder;

• contact the service and information center in any convenient way.


If you use the Internet + TV service using IPTV or Web TV technologies (which depend directly on the Internet channel), it will not be possible to suspend a separate Internet service.

The subscription fee is written off automatically on the 1st of each billing month. To avoid no services, you must make a monthly payment by the 1st.


After paying for the services, we recommend that you check the account balance and make sure that the amount in your account is equal to or exceeds the amount of the monthly subscription fee. If after writing off your balance is negative (less than UAH 0), the services are blocked by the system until the account is replenished in the amount exceeding the debt.


To access the Internet you need to have a positive balance.


If you forgot to top up your account, you can use the «Deferred Payment» service in the Personal Account.


You can pay for services in any way convenient for you.

To avoid lack of services, we recommend that you top up your account by the 1st of the billing month. We warn you in advance about the withdrawal and indicate the amount of the recommended payment in the SMS message. Therefore, we advise you to indicate the current phone number when signing the contract and notify us if it changes.

You can defer payment in the following ways:


1. Through the Personal account for 1 day (free of charge). Next to the amount of the recommended payment on the main page will be a button «Defer payment».

2. Through the Personal account up to 5 days (the service is paid).

3. Through the service and information center by phone (057) 720-9-720 or 0-800-31-0-800, or through the customer service center at the address Kharkiv, Mironositskya Street, 57, Mon-Fri from 9:00 to 18-00) (also up to 5 days).


!! Please note that deferral of payment is possible only if there are no funds in the account. The personal account is available with a negative balance at the direct link https://my.maxnet.ua/. Bookmark this address to be able to top up your account when the service is not active.

Payment can be made both in cash and non-cash. Ways to replenish the account:


• by Personal office;

• by the My Maxnet app for Android and IOS;

• using mobile banking;

• according to bank details;

• in the customer service center through the terminal (Kharkiv, 57 Myronosytska Street, Mon-Fri from 9:00 to 18:00)

• in self-service terminals.


If the payment is made according to the bank details, the payment can take up to 3 banking days. Other payment methods allow you to credit funds within 15 minutes. Therefore, we recommend individuals to use payment systems.

The most convenient and fastest way to check the balance is through the Personal Account. It indicates the current balance and the recommended payment for the next month. Login to the personal account involves entering the login and password specified in the protocol of the ordered services.


Link to personal account — Personal office


You can also monitor the status of the account using the application «My Maxnet» for Android and IOS.

Please do not throw away the check and contact our service information center in any convenient way to report the error. We will check the information and credit your account.

Activation of the service suspended due to lack of account costs occurs automatically. Crediting funds to a personal account takes from a few minutes to 3 days, it depends on the method of replenishment. Usually the services work within 15 minutes after replenishment.


If you still don't have internet, restart your hardware. Didn't help? Check to see if funds have been credited to your account. Its condition can be checked through Personal office or in the «My Maxnet» application for Android та IOS.


We strongly advise against throwing out a check after payment. If an error occurs, our operators will ask you when, for what amount and what account you paid to credit the funds correctly. The receipt can also be obtained on request in the payment system.


Contact our specialists if the Internet does not work and you do not see the funds in the account after replenishing it.

We urge subscribers to notify replenishment immediately.


This makes it easier for us to calculate bonus months. But if it happens that you have late informed us of your intention to participate in the loyalty program «Pay less - get more», we will accrue a bonus month in an exceptional manner. Exception - if between replenishment for 6 months and notifying us about it, you changed the tariff plan.

The first thirty calendar days of using the service are provided as a gift. In the future, the subscription fee for the service will be charged from your personal account, which was specified during the first launch of the application. The first withdrawal will take place 30 days after the start of use of the service and will continue to take place once a month.


Please note that in order to refuse to withdraw funds and service, it is not enough to remove the application from the devices, you must notify our specialists.

No, our system automatically determines the amount for using the services from the beginning to the end of the month. It will be reported by the operator.


If you are a new subscriber, after connecting you will need to pay this amount (plus the amount for connection) within 7 days.


If you are already our subscriber and connect a new service or change the tariff, it is recommended to pay in advance so that the services do not turn off after activating the new service.

The reasons for the lack of the Internet can be many. Often the subscriber can fix the problem himself. First of all, you need to check whether the cable is connected to the device, restart the router, and check the status of the account.


The most common reasons for the lack of the Internet:


1. Insufficient funds in the account. To check the balance, log in to the Personal Account.

2. Broken settings on your computer or router. You can check the correctness of the settings by following the section «How to configure the connection?».

3. Problems with the network card driver. To check the functionality, go to «Start» - «Control Panel» - «Network Connections». If «LAN Connection»/«Ethernet» is present, the driver works. If not, install or update the driver.

4. Cable breakage in the apartment or outside. If you find physical damage to the wire in the apartment or outside, let us know.

5. Defective equipment. Check if the router or computer responds to reconnecting the network cable, the WAN port may have failed (WAN port to connect to the operator's external network, LAN port to physically connect your devices).

6. Error blocking connection by antivirus program. Check your connection by disabling antivirus if access is available, change program settings or install a new one.

7. Lack of electricity in the house/apartment or on the equipment.

Primary diagnosis of the absence of the Internet


Before contacting the service and information center to solve the problem, we recommend that you take a few steps to save your time.


1. Check the account balance (if negative, you need to replenish the account).

2. Make sure all devices aren't online at the same time.

3. If the fault is present only on certain devices, while others have the Internet, you need to look for the cause in your equipment:

• reboot the device;

• disconnect and reconnect the network cable (if the device is not connected via Wi-Fi).

Router connection:


1. Check the indicator on the router that is responsible for Internet access (usually a planetary icon);

2. Turn off the power to the router for 10-15 seconds. Then turn it on. If the router «hangs», this action will fix the problem.

3. Disconnect the WAN cable from the router for 10-15 seconds before reconnecting.

4. Make sure the cable that goes to your router from our switch is connected to the correct port (it's called WAN / Internet / I-net, and often differs from other ports in color).


Direct cable connection to PC or laptop:


Check the network connection indicator at the bottom right of the monitor.


If it shows a red cross, there is no electrical signal to the network card. In this case, first you need to know if the cable is connected to a PC. If it is connected, you need to check the integrity of the cable in the apartment. There may be damage.


If the yellow triangle on the indicator is lit, this is a sign that the network card is not working properly or the PC is not receiving the required network settings.


Solutions: Restart the PC and reconnect the cable. If possible, check which settings the network card receives:


Start - Control Panel - Network and Internet - Network and Sharing Center - Changing adapter settings - Undefined network (right mouse button) - Status - Information.


If the equipment receives network settings according to those provided by the operator (IP address, subnet mask, gateway and DNS server), you need to look for another cause of the problem.


If IP = 169.254 …… - this means that your equipment does not receive settings and you need to register them yourself. See «How to set up a connection»


! If you are unable to solve the problem yourself, contact a specialist of the service and information center at tel. (057) 720-9-720 or 0-800-31-0-800. We will try to solve the problem by phone.

Pay attention to the message that appears on the screen when you try to access a resource that is not responding.


1. Make sure you do not try to get behind a blocked website in accordance with the Decisions of the National Security and Defense Council of Ukraine. In this case, the screen will block the site from the provider. The full list of blocked resources is indicated on Website of the President of Ukraine .

2. If you enter the site address from the keyboard, make sure it is spelled correctly. Try «google» the name of the resource, it may have moved to another domain.

3. Each antivirus has its own database of unreliable sites that are blocked in the event of an attempt to open. If you are sure that the site is secure, try disabling the antivirus and try again.

4. If you used to use the resource constantly, but now you can't access it, try to remember whether you changed the settings or did not install suspicious programs?


If the cause cannot be determined, please contact our specialists, we will help restore access.

If you use Wi-Fi, this may be due to the large number of devices connected to your network. Make sure your neighbors are not connected to the router. To do this, download a special application Fing to your smartphone (it is available to owners Android and IOS). Install, open and look closely at the list of connected devices. Make sure all the devices on the list are familiar to you.


And for Windows you can use the application Wireless Network Watcher.


It can also be caused by overloading the radio with Wi-Fi networks. Try switching the router to another broadcast channel. To do this, go to its settings, find «Wireless settings» → «Channel». You can try to guess, and you can use the Wi-Fi Analyzer for Android/Windows. It will tell you the free frequencies.


Full video on how to do it - here: video instructions by changing the channel.


If you are connected with a cable, please check its integrity and tightness to connect to the port of your computer. If all is well, contact us, we will help.

If this is the case, then Internet-dependent programs should work. For example, Skype or any other service that does not require you to open a browser. So please make sure everything really works except the browser sites.


Next, if you are connected through a router, restart it.


Make sure sites open from other devices. If so - the problem is purely in the device. Restart it and try to remember whether you changed the settings or downloaded a file that could have caused the malfunction. Also try opening pages through another browser.


If the sites do not work from any networked device, restart the router. Also, try connecting the cable directly to your computer and check again.


If this problem occurs during a direct connection, restart the computer, disconnect and reconnect the Internet cable from the ISP. If that doesn't work, call.

Reasons for slowing down in wireless networks:


1. The problem is most often caused by the huge number of wireless networks in apartment buildings. Powerful antennas of routers with high gain interfere with each other. When there are too many networks on any channel, it reduces the speed and makes it difficult to find a free channel for your router.


2. The next reason is the router. It may not maintain the desired speed, have the wrong settings (inappropriate broadcast standard/overloaded channel) or just stand in the wrong place. You may not notice that too many devices are connected to the router until one of them starts downloading files or performing other resource-intensive activities on the Internet. Then all other users will experience a drop in speed.


3. Can also «brake» the equipment on the receiving side: Wi-Fi adapter or network card. Note that they must support the standard on which the router speaks. In addition, it is desirable to constantly use the latest drivers.

4. Another reason - software problems. Software that bites off some resources may run unnoticed on your computer. For example, if you forgot to exit Torrent or an open game service in the background that downloads client updates. Also, software problems include viruses.


5. And it can be in the browser. Just in case, check the speed in another. Today's sites require a fairly large amount of CPU resources. This is becoming a serious problem for «older» devices. If you use Google Chrome, especially when many tabs are open, RAM is heavily loaded.


6. Antivirus programs can also be affected. Packets that the computer downloads from the Internet pass through them. It takes time, so the speed drops.


7. By the way, do not forget that «slows down» is not your computer, and the requested server, overloaded with requests. This will be noticeable by the uneven speed when running different sites and services. For example, the messenger works flawlessly and the online game slows down.

8. The reason may also be other factors, such as obsolete computer (then will slow down not only the Internet, but in general), exceeding the allowable length of «twisted pair», poor cable crimping, individual features of the equipment and VPN.

Contact our service and information center in any convenient way:


• leave a request on the site maxnet.ua;

• write to us in the chat on the site maxnet.ua;

• by phone 0800-31-0800 0800-31-0909.


We will contact you and determine the date of service. But first we will try to help solve the problem with the router on the phone. If the device cannot be reconfigured remotely, we will apply to the wizard.


At the appointed time, a wizard will come to you and fix the router. If the device is not recoverable, we may provide you with a new one. After completing the application, you will receive a document with a list of works and cost. Next you need to pay this amount to your current personal account.

First, turn off gaming services, torrent downloads, and anything that can slow down the CPU, and check the speed again.


Next, make sure you are connected to the Internet directly. To do this, reconnect the cable from the router to the computer/laptop. After the connection is established, run the test again.


If the result is radically different for the better, the problem is in the router or Wi-Fi adapter. If the results are not very different, we continue to look for problems.


Update the driver on the network card/adapter, check the specifications. For tariffs over 100 Mbps, a gigabit router and a network card are required.


Check the cable or connector for damage.


After performing these steps and receiving the changed speed, return to the wireless connection. Go to the router settings and do the following:

1. Change the broadcast channel to a less busy one («Wireless settings» → «Channel»).

2. Check the number of connected users: «Wireless Statistics»/«Status»/ «Network Map» → «Customers». If you have more than you need, change your Wi-Fi password to a more complex one. (How to do it - here: How to change the password).

3. Check in which mode your router works. («Wireless mode settings» → «Mode»). If there are no obsolete devices on the network, select «11n/ac». Reboot the router and check the result.

Let's start with the correct connection of the router. Before installation, consider the future location of the device, following these rules:


• it is better to hang the device on the wall, near the socket;

• try to choose a place away from radiotelephones, microwave ovens and other devices operating at close frequencies;

• not too close to the reflecting surfaces (mirrors);

•ideally, you need to find a point equidistant from all possible jobs in the house, in practice - closer to the center of the apartment, but not near the load-bearing wall.


It is recommended to place the antenna vertically for the best signal reception and transmission.


After selecting a location, you need to connect the device to the network. Plug the power cord into an electrical outlet and an electrical outlet. The indication should light up. If this does not happen, check the On/Off switch on the case.


The WAN network cable should be connected to the WAN port (usually the first port on the case highlighted in a different color).


Next, take the switching cable and connect it to the network card port of the computer (or laptop) and any of the other ports on the router.


Basic settings:


Once connected, the router will immediately create an unsecured network, the name of which often corresponds to the model of the router. To protect your connection and set up the Internet, open the browser on a computer/tablet/laptop connected (whether via Wi-Fi or cable) to the router. In the address bar, type the address of the router: 192.168.0.1 or 192.168.1.1. Most often, the manufacturer indicates the address on the case.


If you cannot connect, return the device to the factory settings. To do this, press and hold the WPS/RESET button for about 10-15 seconds until the display flashes frequently.


Note that the RESET button is not intended to simply restart the device, it resets its settings.


After resetting and going to the router address, you will see the login and password form. This data is also listed on the body, and is often set as «Login - admin, password - admin» by default. Later, it is desirable to change the password to a more complex one. Next you need to go to the WAN settings. The path to them differs, depending on the router model:

«Chain» («Network») - «WAN»;

or

«Advanced settings» - «Basic settings» - «WAN».


A page will open where you need to find the line «Network connection and authorization protocol»/«Connection type»/«WAN connection type» and set it to «Get IP automatically»/«Dynamic IP»/«Dynamic IP». /p>

Next you need to find the MAC address field (can be made in a separate menu «Mac clone»). You need to write down the address assigned to the device that was connected to the Internet before installing the router. «How to find out your MAC address».


If you connected the router to the computer on which you first used the Internet, click on the button «Clone MAC address»/«Scan MAC addresses of connected clients» (if the program found several, select the one specified in the contract).


After the described actions you need to click on the «Save» button and on the «Reload» button. After that, the router will connect to the Internet and begin its «distribution».


To protect the network with a password, you need to go back to the web-interface of the router at a known address, log in and go to the wireless settings. («Wi-Fi network»/Wireless settings/«Wi-Fi basic settings»). In this menu you can rename the network. Next you need to find the line "Encryption type/«Wireless security» and select the encryption mode WPA2/WPA PSK. If you can choose the type of encryption - use AES. This is a modern way of data protection, which also provides a high connection speed. The next step is to come up with and enter a password to protect your network. Try to use numbers and Latin letters in different registers. After setting the password, save the settings and restart the device.

This completes the basic configuration of the router.

There are two frequency bands in which the wireless network can operate: 2.4 GHz and 5 GHz. The first band is supported by all devices, channels on these frequencies are usually busy. 5 GHz provides higher speeds, but is not supported by obsolete devices. The more networks you see when opening the list of available, the more likely it is that the channels are congested and the speed of your Wi-Fi will not meet expectations.


At 5 GHz, old devices do not work, the signal is significantly degraded due to interference. But at this frequency there are usually completely free channels. So if you have a large open space and all phones and laptops support 5 GHz, choose it.


Otherwise, if some of your devices do not support this frequency, or if there are many interferences in the apartment for the signal, we recommend that you stop at 2.4 GHz.

If you connect the device directly, without a router, you need to go to the menu «Start», «Control Panel», «Network and Internet», «Network and Sharing Center». Click «Change adapter settings» on the left and right-click on the connection you want, select «Properties». In the new window, point to the name of your network card and click «Configure». Then go to the «Advanced" tab, in the list you need to find «Network address» (or «Network address», «Local Administrate address»), select «Value» and enter the mac address, then click «OK".

If the connection is through a router, it will be enough to simply connect the cable from the router to the computer, and check the following:

• Go to «Start», «Control Panel», «Network and Internet», «Network and Sharing Center»;

• Click on «Change adapter settings» on the left;

• Right-click on the connection you need and select «Properties»;

• In the new window, double-click on the name of your network card for «IP Version 4 (TCP/IPv4)»;

• Make sure automatic retrieval of IP address and DNS server is selected.

Router manufacturers are constantly releasing firmware updates. This allows you to take care of the performance of the devices and eliminate security problems.


To update the firmware:


1. Go to the router manufacturer's website. To do this, write the name in the search bar and find the desired site in the first results of the search results.

2. Find the model of your router on the site. It can be seen on the box or label. Go to the model page.

3. Find «Support»/«Download»/«Software»/Support/Download/Software.

4. Select and download the latest firmware (Firmware) from the list of software.

5. Go to the router settings. Connect the CABLE computer to the router, go to the browser, type in the address bar 192.168.0.1 or 192.168.1.1. Most often, the manufacturer indicates the address on the case. Then enter admin in the login field and admin in the password field (unless otherwise changed).

6. Back up the settings (they will be reset after the update). Advanced settings > System Tools > Backup and restore. Click on the «Backup» button. Save the resulting file to your computer.

7. Go to System Tools > Firmware update. Attach the previously downloaded firmware file to the appropriate field and click «Update».

8. Do not disconnect the power cord and network cable that connects it to the computer from the router. The update will take up to 5 minutes, several reboots will be performed.

9. After the upgrade, make sure that the settings are reset to factory defaults: System Tools > Backup and restore. Click «Restore factory settings».

10. Go to the «Recovery» section. Attach the file you saved when backing up. Click «Restore».

11. If the settings are not restored (this happens for some firmware), enter them manually.

Click on the «Start» menu, find «Computer» on the right. Right-click on it and select «Properties». In the new window on the left, find «Device Manager», go to it.


In the list of devices, find «Network Adapters», click on the triangle next to it. Select a device named Ethernet Controller. Right-click and select «Features».

Click on the «Start» menu, find «Computer» on the right. Right-click on it and select «Properties». In the new window on the left, find «Device Manager», go to it.


In the list of devices, find «Network Adapters», click on the triangle next to it. Select a device named Ethernet Controller. Right-click and select «Update Driver».


You will be offered a choice between automatically finding drivers and manually downloading a file from your computer. First select automatic. If your computer can't find the drivers, go to your browser and enter the following search query: «download drivers for your network card model». It is better to download drivers from the manufacturer's website. Save the latest file (beware of unverified sites) to your computer.


Return to the driver update window. Select the downloaded file and click the «Refresh» button. Wait for the process to complete, do not restart or shut down the computer.

To find out the MAC address, right-click the Internet connection icon on the right side of the taskbar (there may be a wired or wireless icon). Choose Open Network and Internet Settings or Network and Sharing Center for different versions of Windows.


Next, a window will open in which you will need to find «Change (adjust) adapter settings».


On the next page, you will need to right-click on the Ethernet connection icon and select «Properties».


In the new window, move the mouse cursor to the line labeled «Connect via». This will bring up a pop-up window with the MAC address of the network card.


If you need to change the MAC, click «Configure» next to «Connect via».


A new window will open in which you will need to find the «Advanced» tab. You will see a list, select «Network address» or «Network address». At the side of the list is a field marked with an empty circle and the word «Value». You need to activate this position and enter a new MAC address value in the empty field. After clicking «OK», the network card address will be changed.

Find the «Broadcasts» section:


1. Open «Automatic settings»;

2. Specify the signal source: antenna, cable, satellite;

3. Determine the type of channels - digital broadcasting;

4. Click on the «Search» button and select the «Full» option, and then - «Scan»;

5. Waiting for setup to complete;

6. Find «Save» and start browsing.

If only the channels of the Basic package do not work, you need to check and reconnect the cable connected to your TV/set-top box. If additional packages also do not work, check and reconnect the conditional access module and activation card in addition to the cable.


If this does not help, contact our technical support in any convenient way:

• leave a request on the site maxnet.ua;

• write to us in the chat on the site maxnet.ua;

• by phone 0800-31-0700 or 0800-31-0909.

On the console you need to open «Settings», «System», «Language and input». Next, select the desired language and trust the main menu.

To use the service, you must have a set-top box or TV on Android. If you have a Smart TV that supports the installation of applications from Google Play, you do not need to buy an additional set-top box. Otherwise - you will need a media player (set-top box, set top box) on Android.


To start using the service, download our application «Maxnet Web TV».


The first time you run the program, you are asked to choose which device it will be used on. Select «TV set-top box».


Then you will be offered a choice of technology: IPTV (Multicast)/Web TV. To watch Web TV on TV, you need to select the second item. Then there will be a message about the user's consent and information about the withdrawal of the subscription fee after a trial month. If you are satisfied, click «Continue» .


The next step is to enter the access password, which is your personal account. If you enter the password incorrectly, an error message will appear on the screen.


After clicking the «OK» button, the message about registering a new device reappears on the screen. After that, you will start watching the TV channel that is first on the list.


The next time you run the program, playback will start from the channel on which the viewing ended. At the first connection, the service is activated for a test period of 30 days. During the test period, both TV channels from the «Basic» package and additional service packages are available for viewing.


The subscription fee is deducted on the day of the end of the test period.


First of all, pay attention to the bandwidth of the WAN port and its compliance with your tariff plan. WAN port is a connector to which the network cable from the provider is connected. If its bandwidth is 100 Mbps, and you connect a gigabit rate, you will not get the desired speed. Such tariffs require a 1000 Mbps port.


Also pay attention to the ranges in which the router operates. It is better that it supports both 5 GHz and 2.4 GHz, so you can create a network based on connected devices.


Another important issue is work standards. The router must support 802.11n to ensure high network speeds.


The number of antennas in the router for home use is important only if you need a strong signal over a large area. In other cases, two antennas are enough.

«Up to 300 Mbps» usually means that the router can provide such a figure for data transfer between devices within the home network. For example, when you broadcast a movie on TV, or upload files to your home storage. The speed of the Internet, which the router can receive from the provider and distribute to devices, is determined by the bandwidth of the WAN port.


This is the connector to which the cable from your ISP connects. If the WAN port is 100 megabits, then the Internet speed will not exceed 100 Mbps. It is impossible to distribute more than usual, so such routers are not suitable for tariffs of 300, 500 and 1000 Mbps.

To connect tariffs over 100 Mbps, you must have:


• laid 8-core cable «twisted pair»;

• a network card on your computer that supports speeds of up to 1 Gbps;

• a router that supports speeds of up to 1 Gbps over a WAN port.


«Maxnet» can provide a gigabit router and network card, as well as laying an 8-core network cable.

Today, SMART TV companies use 3 operating systems: Tizen from Samsung, WebOS 2.0 from LG and Android from Sony and Philips. The set-top box is necessary if you want to connect the Web TV or IPTV service through our «Maxnet Web TV» application, and your TV does NOT run on Android.


If your TV is running Android and supports downloading apps from Google Play, you don't need a set-top box.


Owners of TVs on other operating systems also have the opportunity to watch IPTV TV through our playlist. To do this, you need to install the appropriate application for your TV (IPTV player), and in the settings to register a link to the playlist from our site: http://iptv.maxnet.ua/playlist.m3u

It depends on the technology to which the subscriber is connected. If it is FTTx in apartment buildings - fiber optic is laid to our equipment, which is installed on the technical floor. «Twisted pair» is laid in the subscribers equipment.


Fiber optics to the apartment is laid individually.


In the case of PON in the private sector, optical fiber is laid in the house, special equipment is installed to convert the signal (subscriber terminal). A router or a subscriber's computer is connected to it by «twisted pair».


In any case, the fiber cannot be connected to your devices without additional equipment.

Every subscriber who uses the Internet or TV service has access to the Personal Account from the moment of connection. When connecting, the wizard issues a protocol of the ordered services, which lists the login and password for access.


Login to the personal account page — https://my.maxnet.ua/


ЯIf the data was lost or it is not possible to find the protocol, you need to contact our company in the following ways: /p>

• write to us in a chat on the site, Messenger or Telegram;

• write a letter to abonotdel@maxnet.ua, attaching a statement in any form of loss and a copy of the first page of the passport of the owner of the contract;

• apply in person to the Customer Service Center (Kharkiv, ulitsa Mironositskaya, 57, Mon-Fri from 9:00 to 18:00) with a passport and write a statement of loss.

You can find out your tariff plan using your personal account. The tariff will be specified in the «Services» section.


Login to the personal account page — https://my.maxnet.ua/


ДLogin data (login and password) are specified in the protocol of the ordered services issued at connection.


Also, information about the tariff plan can be provided by an employee of the service and information center in a chat on the website and by phone (057)720-9-720 or 0-800-31-0-800.


You can also find out your tariff plan using the «My Maxnet» program for Android and IOS.

During the connection, the wizard issues a protocol of ordered services, which prescribes the login and password for access to Personal office .


If the data was lost, you need to contact our company in any way convenient for you:


1.write to us in a chat on the site, Messenger or Telegram;

2. call the service and information center at tel.: 0800-31-0800, (057) 720-9-720;

3. write a letter to abonotdel@maxnet.ua, adding a free application and a copy of the first page of the passport of the contract holder;

4. apply in person to the customer service center (Kharkiv, Mironositskaya Street, 57, Mon-Fri from 9:00 to 18:00) with a passport and write a statement of loss.

To change the password from the personal account, you need to go to the tab «Change password» in the «Profile» menu personal account.


Login to the personal account page — https://my.maxnet.ua/

Next you need to enter the old and new password.


If the old password is lost, you need to contact our company in the following ways:


1. write to us in a chat on the site, Messenger or Telegram;

2. contact the service and information center by phone (057) 720-9-720 or 0-800-31-0-800;

3. write a letter to abonotdel@maxnet.ua, attaching a statement in any form of loss and a copy of the first page of the passport of the owner of the contract;

4. apply in person to the Customer Service Center with a passport and write a statement of loss.

If the old password is lost, you need to contact our company in any way convenient for you:


1. write to us in a chat on the site, Messenger or Telegram;

2. contact the service and information center by phone (057) 720-9-720 or 0-800-31-0-800;

3. write a letter to abonotdel@maxnet.ua, attaching a statement in any form of loss and a copy of the first page of the passport of the contract holder;

4. apply in person to the Customer Service Center with a passport and write a statement of loss.

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