Posting this using my backup BSNL connection.
I would like to inform the pathetic service level of ACT Broadband in my area again. I had posted on this forum 3 days ago that my internet was down in less than 8 days since I took a new connection by surendering my YOU Broadband connection since I was facing issues of connectivity outage once in 2 weeks. The ACT team took 24 hours to identify the problem as a Fibre cut and rectify it. While making the sale to me, I was informed they provide superior connectivity with no outages, etc. I work from home and any internet outage for me is unproductive and affects my work.
Today since 5 PM, there is another outage and I have raised a complaint bearing number 0001495902 and have been informed by the call center executive that they are unable to ping the server in our area and hence there must be a fiber cut. I called the Nodal Officer and complained to him about the 2nd outage in 3 days and as usual you get the same response of 'apologize for the incovenience' and this statement seems to be so abused by the ACT Team. When I asked the Nodal Officer, whose name unfortunately I did not register clearly, why they commit to superior connectivity with no outages, he has the audacity to inform me that we do not make claims we cannot deliver, etc. and then since I was pushing them for an answer, he conveniently states that he is not able to hear me and the phone gets disconnected.
My advice to fellow residents of Jayanagar 4th T Block, where I reside, and other localities in Bangalore is to be very cautious of the claims being made by ACT. They do not seem to be bothered about the customer service once a sale has been made. Now when I reflect back, it looks like YOU Broadband was a better option since the outage was not this frequent and resolution usually happened in a couple of hours at most. Even BSNL provides continuous connectivity with the only issue with them being at slower speeds upto 4 MBPS. I intend to monitor the performance of ACT for a couple of weeks before I decide on taking up the matter with the Consumer Court to ensure that they do not continue cheating future customers with their false promises and compensate the current customers for the problems faced. Is ACT willing to charge us pro rata for the number of days their connection was up and running instead of the fixed montly charge? If we are not utilizing the internet for a few days in a month due to their outage, why are we expected to pay charges for the whole month?
I request some one from the Management Team to revert to my post here if you truly are a customer service oriented organization on what will be undertaken to ensure we are not inconvenienced this way. I do not want to see a standard reply which states the below.
[color=#ff0000;]Hello Adarsh,[/color]
[color=#ff0000;]We are extremely sorry for the inconvenience. Thanks for sharing your issue and other details with us. We will forward your complaint to the concerned team and they will get in touch with you ASAP. We assure you that your issue will get resolved at the earliest.[/color]
[color=#ff0000;]Regards,[/color]
[color=#ff0000;]ACT Broadband[/color]
I would like to inform the pathetic service level of ACT Broadband in my area again. I had posted on this forum 3 days ago that my internet was down in less than 8 days since I took a new connection by surendering my YOU Broadband connection since I was facing issues of connectivity outage once in 2 weeks. The ACT team took 24 hours to identify the problem as a Fibre cut and rectify it. While making the sale to me, I was informed they provide superior connectivity with no outages, etc. I work from home and any internet outage for me is unproductive and affects my work.
Today since 5 PM, there is another outage and I have raised a complaint bearing number 0001495902 and have been informed by the call center executive that they are unable to ping the server in our area and hence there must be a fiber cut. I called the Nodal Officer and complained to him about the 2nd outage in 3 days and as usual you get the same response of 'apologize for the incovenience' and this statement seems to be so abused by the ACT Team. When I asked the Nodal Officer, whose name unfortunately I did not register clearly, why they commit to superior connectivity with no outages, he has the audacity to inform me that we do not make claims we cannot deliver, etc. and then since I was pushing them for an answer, he conveniently states that he is not able to hear me and the phone gets disconnected.
My advice to fellow residents of Jayanagar 4th T Block, where I reside, and other localities in Bangalore is to be very cautious of the claims being made by ACT. They do not seem to be bothered about the customer service once a sale has been made. Now when I reflect back, it looks like YOU Broadband was a better option since the outage was not this frequent and resolution usually happened in a couple of hours at most. Even BSNL provides continuous connectivity with the only issue with them being at slower speeds upto 4 MBPS. I intend to monitor the performance of ACT for a couple of weeks before I decide on taking up the matter with the Consumer Court to ensure that they do not continue cheating future customers with their false promises and compensate the current customers for the problems faced. Is ACT willing to charge us pro rata for the number of days their connection was up and running instead of the fixed montly charge? If we are not utilizing the internet for a few days in a month due to their outage, why are we expected to pay charges for the whole month?
I request some one from the Management Team to revert to my post here if you truly are a customer service oriented organization on what will be undertaken to ensure we are not inconvenienced this way. I do not want to see a standard reply which states the below.
[color=#ff0000;]Hello Adarsh,[/color]
[color=#ff0000;]We are extremely sorry for the inconvenience. Thanks for sharing your issue and other details with us. We will forward your complaint to the concerned team and they will get in touch with you ASAP. We assure you that your issue will get resolved at the earliest.[/color]
[color=#ff0000;]Regards,[/color]
[color=#ff0000;]ACT Broadband[/color]
