Jul 28, 2017 03:56 PM
4856 Views
Here I am going to give you an example for the rating which I am giving for this ISP. Below one is the whole conversation between me, help desk and Nodal Officer.
Jul 7 to Nodal:
Hi Kumar,
This is regarding the payment towards 6 months+wifi free. Already a call has logged in. While the call log I have the info that I will receive the router with in 24 hours. When I checked today afternoon it has been committed to place the installation by today EOD. When I checked the same now the representative told it will take 24-72 hours from the time of complaint.
My question is why I have to file a complaint? By default it should be provided when I recharged.
Second why there are too many miscommunication?
If I am not going to get the router with tomorrow morning, then I would request you to refund the amount which I have paid for 6 months.
As per current scenario there are too many ISP providers who is ready to provide more benefits but still I am having this connection for a long time I don't want to go to some other ISP. But now a days the service are not good.
Regards,
Partha,
Jul 8 to Appellate:
Hi Priya/Suresh,
The issues is described below. Regarding the issue I spoke to Kumar yesterday evening and today morning till now I have not received any call to confirm that they are coming for router installation.
This will be the last way of communication, incase it is not going to help then I have to drop the same mail to TRAI stating that it is an forgery against payment.
Hope you will take some severe action against this.
Regards,
Partha,
Jul 16 to Appellate:
Hi Appellate,
This is continuation to the above issue. Router has been placed on 08 Jul 2017 at 8 PM. From there the problem started. ACT has provided a sub standard Wifi router. For the past one week there are too many issues with the router and also with the line. Raised many complaints in-between this one week but all very closed by re-configuring the router. So every time I have reconfigure the router.
Yesterday starting 1.30 PM troubleshooting started and it went till night 8.45 PM. After that also the technical team asked me to do some troubleshooting I refused to do that. Instead asked them to diagnose the issue from their end by taking the router to their placed. Once I told this the complaint has been closed related to this. Without resolution why a complaint has been closed? Also I have not received any notification that the complaint was closed.
I have clearly explained the issue and they also know where the issue but still there is a hesitation to replace the router.
Trai,
I have already sent a notification to ACT appellate but I have not received a response from their end so dropping a mail to take further action on this. Last one week I am facing too many issues. This shows their negligence in handling the issues and customer. I can switch to some other ISP but this will again mislead. I need some action taken towards ACT fibernet.
Current complaint Numbers:
Router Complaint: 10310704305
Slow speed: 10310683157
Internet not working: 10310666403
Regards,
Partha
Jul 16 response from Nodal:
Dear Mr. Parthasarathy,
Greetings from ACT Fibernet!
We apologize for inconvenience and disappointment that you are facing with the issue.
We would like to inform you that your complaint is already registered with us and we are following your complaint to get addressed at earliest.
We assure you that your complaint and feedback will give the opportunity to remedy any problem that may exist and help to improve our service further. We request you to allow us another opportunity to serve you, as we consider it’s our privilege to have you.
Jul 16 response to Nodal:
Hi,
How many opportunities do you guys need to improve? App is developed where it is not in sync with portal. Same has been explained to Mr.Kumar. For the past one week no one had taken an opportunity to resolved the issue. I have given all the possible cases but till ACT technical team is not able to resolve the issue. After that Dlink support team involved but that also end in vein.
Already complaint is registered by your statement but no one has called me regarding the complaint. This is where the service is.
I need an ETA for this.
Regards,
Partha
Jul 26 response to Nodal:(I have not received any response from Nodal)
Hello Nodal,
It's been more than week we spoke about the issue. You promised with in a day the issue will be resolved but till now I have not even received any call. Ticket Number 10310708967 was closed yesterday without any resolution and the same was closed today without any resolution.I would like to know whether you guys really want to solve the issue or if it drag for more than a month then the customer will leave the issue as it is so that we can continue our business. If that is the case then please let me know so that I will go for a disconnection.
Also I would like to notify you that you are providing a substandard router when it comes for free while the customer is recharging for 6 or 12 months. But when the customer wants to buy the same you are recommending Netgear R6220. May I know why the same router has not been placed in my premises. You are suggesting that "Plans above 50MBPS to opt for Netgear R6220" if that is the case then you should also have to provide the same router instead of D-Link and TP Link. Currently I am in 75MBPS plan so ideally Netgear should be provided instead of some other routers.
Trai,
I don't know whether you are looking into the issues are not? I will try to escalate the same in public forum so that the issue will be resolved in a better way.
Regards,
Partha,
Jul 27 response from Nodal:
Dear Partha Sarathy,
Greetings from ACT Fibernet!
We apologize for the inconvenience caused.
We have verified your issue with our technical team and confirmed that one of our technical person has addressed your issue and informed that there was problem with your laptop. You are facing the speed issue since there is no 5G adapter in your laptop. We request you to check with some other Laptop. In mean while, we will deploy one technical person to shows demo with some other device. Please provide us another 48 hours, to arrange a engineer.
Jul 27 response to Nodal:
Hi Nodal,
That is a wrong statement given by the executive. After that also I have explained to Selva and Guru regarding the issue. I have three different mobiles with 5G option. I am checking the connection in these mobiles. Still facing the issue.
Also I have came up few points related to Router but in you mail you have not addressed that concern. Again I am reiterating here why the Netgear router is not provided to the customer. At the same time you are asking the customer to go Netgear router of the plan is above 50mbps.
Can you call me so that we can close this asap.
Regards,
Partha,
Till now there is no response from him. Since I have recharged for 6 months I am waiting for their response. If I am not going to get any response from them in another one or two day then for sure I will go for a disconnection.
