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Verified Member MouthShut Verified Member
Panaji India
So far so good!
Apr 22, 2016 02:53 PM 15853 Views
(Updated Apr 22, 2016 03:02 PM)

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Please note: The review is specific to Hathway-Broadband Goa(Home Plans).


I always had been an unsatisfied broadband customer of BSNL but had no choice as theirs are the best and cheap unlimited plans(at least in Goa). I have already had my share of fights, complaints and un-pleasantries exchanged with BSNL with regards to their service - on numerous occasions! But I was clinging on to them all this while, until I had to shift to a new place - where unfortunately BSNL does not even provide telephone services! I am fighting a lone battle with them since last 8 months now and that is a different story!


But this is what made me to look for alternative broadband service providers. There was a local fiber line based service provider that I went to first - GWave! They told me 15K would be required for initial setup! 15k? Such a huge amount I am expected to spend for getting an internet line, that too not in some rural parts of India but in the capital city of of one of the Indian states? Where are we heading?


The others were: Ethernet Express(EE) and Hathway. EE advertised big way but never bothered to pick inquiry calls, so the final resort was Hathway.


Initiation Process: I contacted Hathway and they showed interest immediately in grabbing the customer and were keen on meeting me, which I had to delay because of personal reasons. Finally, we met after couple of days, they explained me the plans, installation charges etc and I decided to go ahead with them. It was sad to see that they had come with a copy of plan and said that's the only copy they have and cannot hand it over to me - I decided to take a photo on my cell phone:-).


They were again prompt to come and collect the installation charges [Rs.2000/-] and first month subscription fees [Rs.1250/- for a 512MB speed, unlimited plan].


Few things to note:


I offered them to pay by Cheque but they said cash will be better as it will help opening my broadband account, immediately as cheque clearing may take time. Did not made sense, really.


They said, it will take 6 working days to get the connection (which actually contradicts to what he said above, the new connection would take 6-days, anyways so how cash/cheque would make a difference?)


There was no intimation/receipt that was provided.


Connection Setup: I waited for 2-3 days and there was no communication from their side. In between there were some public holidays, a weekend and so on. Finally, I called up their Customer Care [CC] and the lady promised me that she will call back and update me on the status - there was no call-back! But that same evening somebody came to my place for feasibility check. He checked terrace, how much of cable would be required etc and went away saying someone else will come and get the work done. Again, there was no movement and I had to call CC again. Then next day, somebody came and did the connection setup, unfortunately I did not have a laptop at home that day, so the IP configurations etc could not be done.


I had to chase, in between there was again a Sat/Sun, finally on Mon, somebody came and did the setting and the Internet started working, finally!


Now, I had another thing to do: my Wi-Fi router was on it's way, it arrived the week after installation was done. I tried configuring it myself and messed up, all IP configurations were wiped off. I had to wait for next day to call the CC again to get the Static IP, Gateway details etc. Ideally, I would have expected them to provide me with these details in the installation report.


Nobody even provided me with a Customer ID/Account #, called up CC again for this.


Broadband Experience: Now, all's fallen in place! Considering the number of times I had to call up their CC until this falls in place - I am a worried customer and hope all goes well, as 1250/- for a 512KBPS line, I think is somewhat on a higher side.


Internet is working well so far - there were tests done on the same day and it showed speed what I have subscribed for, so no issues on that front.


FUP: I read on their portal about this FUP(Fair Usage Policy) where, even though you are promised a particular speed and unlimited download, depending on users it may be actually less, as the service is actually designed to share the bandwidth fairly among all the customers(nobody will mention this aspect to you, ever). However, so far I have not faced any issues with it and hoping for it to continue.


Plans: They have different plans for home and corporate.


For home, bandwidth starts from 256KBPS to 2MBPS.


Installation charges are standard - Rs. 2000/-(Non-refundable).


A typical 256KBPS line would cost you Rs. 715/-, 512KBPS - Rs. 1250/-, 1MBPS - Rs. 1850/- and for 2MBPS - a whopping Rs. 2850/- a month.


You can opt either for Monthly, Quarterly, Half-Yearly or Yearly subscription plans and there are subsequent discounts as you choose a higher period plan. For, instance a 512KBPS line which cost me Rs. 1250/- a month would cost me only Rs. 900/- a month if I choose the yearly plan, which I believe is still costlier than BSNL, but kind of makes sense in absence of a BSNL.


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