Before switching to One Broadband, I was using Airtel and it was working perfectly fine. I was just looking for another provider with higher speeds, as Airtel's 300 Mbps plan was a little expensive. There are limited number of broadband options available in my township as any ISP who wants to come here needs approval, needs to set up specific servers (I don't know exactly what, as this is what the local ISP guy told me), and they need to give 50% of their customer payments to the township. The FTTH is provided by my township, and the ISPs deliver internet over it.
Anyway, I went to the office in my township and saw One Broadband, whose 300 Mbps plans seemed to be reasonably priced. I asked the salesperson to give me the contact information of some people who have taken One Broadband, so I could go to their houses just to speedtest and run a few traceroutes. I found it to be okay and took the broadband on October 3rd and canceled Airtel.
After taking the broadband, while I was playing on my PS4, I was experiencing constant packet loss of 1-2%, and sometimes it would increase to 5-6%. I called customer care and raised a ticket about it. A day or so after that, I got a call from NOC, and they asked to share AnyDesk access, to which I told them it wasn't possible. After that, I got no call. I raised a few more tickets, but still nothing happened.
The next week, I called the sales guy from whom I took the broadband, and he gave me his manager's number. I sent the manager the IP address and a screenshot of the packet loss. He raised a ticket, and I got a call from the NOC team, to whom I shared a traceroute (luckily, I got the Middle East IP of Fortnite from their website). They said that they would raise the issue with Tata.
A few days later, I got a call from them, and they asked me to share a reverse traceroute, which was practically impossible. I told them that I couldn't share a reverse traceroute, and they said that they would convey the same to Tata LLS and ask them for what else I could share for further diagnostics. I didn't get any call from them, and as I was fed up with the consistent packet loss, I called their customer care number and asked for a cancellation. They said that it's not possible to get a cancellation in a prepaid plan, and I was really disappointed as I had taken a four-month plan.
I just kept on raising tickets, and after a few days of raising tickets, one particular person would always close the ticket with the remark "problem solved." Along with the packet loss issue, I noticed that on most of the websites I download files from, I am only getting 10-15MB/s with One Broadband, while I used to get full 25MB/s when I was on Airtel.
In the third week, when I was looking at the customer portal of their broadband, I found out that I myself could raise tickets, and that too with an "enterprise" tag. "Enterprise" was the only available tag while raising tickets yourself, while there should have been a "home broadband" tag. After a few days of raising the ticket, I got a call from the NOC and showed them the traceroute. The NOC guy was talking from the BNG(I think so), and while he ran the traceroute, he got 0% packet loss. He said he would talk to his seniors and get back to me, but I didn't get any call back from him.
I had no option but to call the manager, and when he again talked to the NOC team, he said that NOC asked me to share a reverse traceroute, but I didn't share a reverse traceroute. So, I started to find some site online and found Online TraceRoute Tools - IP Tracing(TCP/ICMP) tool_Free Geolocation API | IPIP, where I could do a traceroute from AWS Bahrain. I shared a traceroute with them and got no reply from them.
While I was tracerouteing the gaming server IP, I just thought of tracerouteing another gaming server IP on which I play and found out that I was experiencing packet loss on that as well. I continued to traceroute different IPs and got to know that I was experiencing packet loss on each and every IP. It was one month, and still, the issue wasn't solved.
On November 6th, I got a call from the NOC, and they said my packet loss issue was fixed, and it indeed was fixed, but it came back after two days. He also called regarding my speed issue. With AnyDesk, I showed it to him, and then he said he would make some changes from the backend and call back.
The next day, I got a call again, and he asked me to download the same file. It was still downloading at the same speed. He then asked me to run a speed test, which showed full speed on their servers. However, he asked me to change my DNS to the ISP's DNS, which was pointless.
I was surprised to get another call from him on November 12th, Diwali. He requested access to the Mikrotik router in Pune, which they didn't have direct access to due to the internet being provided by OneOTT partner called NxtGen. He asked me to connect my PC directly to the ONT to check the speed, which I had already done before using Cloudflare Warp and achieved 25 MB/s+. I told him to call me back after getting access to the Mikrotik router, but never received a call.
I also noticed that my iperf and internet speed tests were only showing around 100-150 Mbps, while my 300 Mbps plan should have provided closer to 300 Mbps.
After Diwali, the manager I had reported the issue to went to the data center himself and checked the speeds on the websites where I was getting less speed. He got the same slow speeds. I requested him to check the packet loss issue as well, but he didn't bother.
On the same day, I received a call from NOC and again showed them the issue, even connecting my PC directly to the ONT. I wanted the issue to be forwarded and not get stuck because I hadn't shown it to them directly.
The NOC raised it with Tata LLS again. I didn't receive a call back, so I directly requested cancellation from the manager. After asking for cancellation, which he didn't give, he claimed to have raised the issue with senior NOC people, but nothing happened.
I tweeted about the issue but received no response. However, when I messaged them on Facebook, they said the issue was taking longer than expected to resolve and that they were working on it.
A few days later, I received a call from NOC. The representative tried downloading the same file and experienced the same slow speeds. He said he was also experiencing the same speeds while on an open bandwidth.
They raised the issue with Tata again and received a call the next day. The NOC person informed me that Tata said there was no packet loss from their end. For the speed issue, they requested a reverse traceroute, which was practically impossible for me to provide. He couldn't further raised the issue with Tata. I requested him to try putting me on Airtel transit to see if the speed increased. He did so for that specific site, but the speeds actually decreased further. He said they had tried everything but couldn't resolve the issue.
I contacted One Broadband on Facebook again regarding the issue, and shortly after, I gots calls from the Appellate Care team and the Email Care team. They spoke with the NOC team, who confirmed they it's not possible to solve the issue. I directly requested cancellation and a refund, which they confirmed was possible. This surprised me, as customer care had previously told me it wasn't. I shared a canceled cheque with them last Sunday, and they will issue a refund for the remaining two months within 10 days.
Anyway, I went to the office in my township and saw One Broadband, whose 300 Mbps plans seemed to be reasonably priced. I asked the salesperson to give me the contact information of some people who have taken One Broadband, so I could go to their houses just to speedtest and run a few traceroutes. I found it to be okay and took the broadband on October 3rd and canceled Airtel.
After taking the broadband, while I was playing on my PS4, I was experiencing constant packet loss of 1-2%, and sometimes it would increase to 5-6%. I called customer care and raised a ticket about it. A day or so after that, I got a call from NOC, and they asked to share AnyDesk access, to which I told them it wasn't possible. After that, I got no call. I raised a few more tickets, but still nothing happened.
The next week, I called the sales guy from whom I took the broadband, and he gave me his manager's number. I sent the manager the IP address and a screenshot of the packet loss. He raised a ticket, and I got a call from the NOC team, to whom I shared a traceroute (luckily, I got the Middle East IP of Fortnite from their website). They said that they would raise the issue with Tata.
A few days later, I got a call from them, and they asked me to share a reverse traceroute, which was practically impossible. I told them that I couldn't share a reverse traceroute, and they said that they would convey the same to Tata LLS and ask them for what else I could share for further diagnostics. I didn't get any call from them, and as I was fed up with the consistent packet loss, I called their customer care number and asked for a cancellation. They said that it's not possible to get a cancellation in a prepaid plan, and I was really disappointed as I had taken a four-month plan.
I just kept on raising tickets, and after a few days of raising tickets, one particular person would always close the ticket with the remark "problem solved." Along with the packet loss issue, I noticed that on most of the websites I download files from, I am only getting 10-15MB/s with One Broadband, while I used to get full 25MB/s when I was on Airtel.
In the third week, when I was looking at the customer portal of their broadband, I found out that I myself could raise tickets, and that too with an "enterprise" tag. "Enterprise" was the only available tag while raising tickets yourself, while there should have been a "home broadband" tag. After a few days of raising the ticket, I got a call from the NOC and showed them the traceroute. The NOC guy was talking from the BNG(I think so), and while he ran the traceroute, he got 0% packet loss. He said he would talk to his seniors and get back to me, but I didn't get any call back from him.
I had no option but to call the manager, and when he again talked to the NOC team, he said that NOC asked me to share a reverse traceroute, but I didn't share a reverse traceroute. So, I started to find some site online and found Online TraceRoute Tools - IP Tracing(TCP/ICMP) tool_Free Geolocation API | IPIP, where I could do a traceroute from AWS Bahrain. I shared a traceroute with them and got no reply from them.
While I was tracerouteing the gaming server IP, I just thought of tracerouteing another gaming server IP on which I play and found out that I was experiencing packet loss on that as well. I continued to traceroute different IPs and got to know that I was experiencing packet loss on each and every IP. It was one month, and still, the issue wasn't solved.
On November 6th, I got a call from the NOC, and they said my packet loss issue was fixed, and it indeed was fixed, but it came back after two days. He also called regarding my speed issue. With AnyDesk, I showed it to him, and then he said he would make some changes from the backend and call back.
The next day, I got a call again, and he asked me to download the same file. It was still downloading at the same speed. He then asked me to run a speed test, which showed full speed on their servers. However, he asked me to change my DNS to the ISP's DNS, which was pointless.
I was surprised to get another call from him on November 12th, Diwali. He requested access to the Mikrotik router in Pune, which they didn't have direct access to due to the internet being provided by OneOTT partner called NxtGen. He asked me to connect my PC directly to the ONT to check the speed, which I had already done before using Cloudflare Warp and achieved 25 MB/s+. I told him to call me back after getting access to the Mikrotik router, but never received a call.
I also noticed that my iperf and internet speed tests were only showing around 100-150 Mbps, while my 300 Mbps plan should have provided closer to 300 Mbps.
After Diwali, the manager I had reported the issue to went to the data center himself and checked the speeds on the websites where I was getting less speed. He got the same slow speeds. I requested him to check the packet loss issue as well, but he didn't bother.
On the same day, I received a call from NOC and again showed them the issue, even connecting my PC directly to the ONT. I wanted the issue to be forwarded and not get stuck because I hadn't shown it to them directly.
The NOC raised it with Tata LLS again. I didn't receive a call back, so I directly requested cancellation from the manager. After asking for cancellation, which he didn't give, he claimed to have raised the issue with senior NOC people, but nothing happened.
I tweeted about the issue but received no response. However, when I messaged them on Facebook, they said the issue was taking longer than expected to resolve and that they were working on it.
A few days later, I received a call from NOC. The representative tried downloading the same file and experienced the same slow speeds. He said he was also experiencing the same speeds while on an open bandwidth.
They raised the issue with Tata again and received a call the next day. The NOC person informed me that Tata said there was no packet loss from their end. For the speed issue, they requested a reverse traceroute, which was practically impossible for me to provide. He couldn't further raised the issue with Tata. I requested him to try putting me on Airtel transit to see if the speed increased. He did so for that specific site, but the speeds actually decreased further. He said they had tried everything but couldn't resolve the issue.
I contacted One Broadband on Facebook again regarding the issue, and shortly after, I gots calls from the Appellate Care team and the Email Care team. They spoke with the NOC team, who confirmed they it's not possible to solve the issue. I directly requested cancellation and a refund, which they confirmed was possible. This surprised me, as customer care had previously told me it wasn't. I shared a canceled cheque with them last Sunday, and they will issue a refund for the remaining two months within 10 days.
