Excitel Fiber Broadband in Bangalore - User Experience?

[Shubham6969]

Worst performance. Worst customer service. No ownership taken whatsoever. You will be keep dialing their number but never get an actual resolution.

 

[Gopal sharma]

Sorry to say but I am very disappointed to know that excitel fiber did not have any employee to solve problems regarding connectivity issues in jaipur .

 

[saarth]

Pretty good connection, stable and negligible down times. (Area - Benson Town)

But its been a month since i left Bangalore and I had raised a router pick up request a week before I left. But so far nobody has collected the router, forget the 2K refund that needs to happen subsequently.

 

[AZEH]

The service is pathetic from the excitel team if we raise the issue where the technical person assistance is required. if I got the option to provide the rating I would rate then with Minus ratings.

 

[Lolita_Magnum]

Yea, it seems there's no way to directly contact technical agent except to through there customer support to 'pass on the message'.
Try to raise a ticket on the app, see if any relevant take the message.
I already have 4 tickets active open.

 

[havoc]

The way that works for me to connect with their technical team is to write mail to their support & nodal. They'll reply and assign technical guy to call. Else open ticket about it.

 

[Lolita_Magnum]

@havoc except the technical guy isn't really technical at all, even asking simple questions gets him puzzled, at times even after me explaining the things detail gets him all puzzled and asks me to be on hold or simply just says he's writing my query down and will forward.

Example.
Today I asked him, do you know what is MTR/traceroute? He paused for second there asked me to be on hold, came back 5 minutes later then said yes he knows. Then I asked a follow up question based on it and he got puzzled and accepted he doesn't but will forward the query to the concerned technical team.

 

[havoc]

I'm sure then he's not from the high level team. You know they have different levels even in their technical team... Like first they have normal CC. Then basic technical team then if they can't help they'll forward it ahead. There's another level of technical team. And if they don't they connect with a network management guy which knows. They have L1 or L2 SME team. I don't know what's the full form of that.

 

[Lolita_Magnum]

@havoc this?

 

[havoc]

Yes, Now I think you've been assigned to a proper team. Or probably not as there's another L2 SME. I don't know who's senior. But hopefully you'll talk to someone who understands everything.