No Internet connection for past 10 days - Poor customer assistance

Hi all,

Actually I have been using ACT for last 3 month without any issue & very good speed, junction box also is fixed at my home .

On June 12 th ACT Fibernet new connection joined at my opposite home. They requested to connect that connection in my junction box. At that time we told we can't add it since we don't get 50Rs current charges deduction in my bill, though I already paid complete 6 month bills.
then technician asked me to give the junction box to fix at opposite home from there they will give connection to my home & he promised that within 2 hour connection will be back. After Technician given the connections from opposite home junction box. No internet is coming & also technician didn't checked at my home. Once I called technician he told that opposite home guy wantedly removing my connection from his junction box.

So I raised a ticket for no internet connection, next day one technician came, I told the issue. But he instead of removing the junction box and place it in my place. He just connected it and went away. Again opposite home guys removed my connection from that box.
No action made on him, I'm the one losing my connection & facing much difficult

Next day again I raised the ticket, in that day too technician come at evening, just plug in the connection and closing ticket and the opposite guy removing the connection this goes on last four days.

Also
Technician and Team lead playing game like closing ticket without resolving the issues.
Just disconnecting it and reconnect it for record and closing the ticket. Kindly escalate this matter to top level committee.

Even Im requested to shift the Junction box to my home, So the problem will be resolved, but no one is coming & no action taken and also extending ETR day by day, Problem is not solved for 10 days.

Whenever I start again a new complaint, date of resolve is extending and current ticket is closing without any action.

In between this days, I'm getting mail that act disconnected my service and again reconnecting without my concern just for closing the tickets.

Also yesterday one more guy called me, he is from disconnections team told that you connection is disconnected, so he will remove that router from my home, without even know that I requested for internet issue.

So kindly humble request to take this below ticket in most priority & urgent within tommorow.
Again please don't close or postponed the below ticket.

Live Raised ticket No:

Request for shifting the Cx
Complaint No: SR10368065808205

All last complaint ticket No raised within 4 days , which is wantedly closed without resolving the above issue :

request for reconnection
Complaint No: SR10368065995702
Closed

request for reconnection
Complaint No: SR10368054532331
Closed

Internet not working
Complaint No: SR10368048374823
Closed

Internet not working
Complaint No: SR10368045904994
Closed

Regards
Karthick J

 

[Skye]

That's pretty shit condition .-.

Try mailing about it to [email protected] and
[email protected] with all the service request IDs you have. If it doesn't help either then raise complaint in PG Portal.

 

[Jkarthick]

Hi Zuke,
I already mailed three times to above Mentioned two mail ID, same template reply with different names. So No further action from there side.

Mentioned below for your reference :

Date : Jun 17, 2023, 6:01 PM
Dear Karthick Jayaraman,

Greetings from ACT Fibernet!

This is with reference to your email regarding reconnection query for your ACT Broadband Services with account number (hided)

We would like to inform you that the reconnection query has been escalated to relevant team and the same will be addressed on priority. Kindly bear with us at such a time.

Regards,
Madhan Dhamodharan
Team ACT

Reply 2 :Jun 21, 2023, 1:23 PM
Dear Mr.Karthick,

Greetings from ACT Fibernet !!

This is in reference to your email informing us about the reconnection issue on your ACT account ( hided)

We sincerely regret the inconvenience caused to you and we can understand your concern

We would like to inform you that, the details have been escalated to our respective team for the necessary action. We ensure that our team will contact you to update the status on a priority

Please note that Ticket SR10368103124601 has been escalated.

We request you to bear with us in this regard and we thank you for your patience and support.

Regards,
Nandhakumar N
Team ACT


Mail 3 reply :Jun 16, 2023, 12:09 PM
Dear Karthick,

Thank you for contacting ACT Fibernet.

This is in reference to your email informing us about the connectivity issue and reconnection on your Act account number (hided)

Please accept our sincere apologies for the inconvenience you have experienced.

We are sorry to inform you that unfortunately the resolution has been delayed. We would like to inform you that your case has been escalated to our team. We ensure that we will update you on the same priority, kindly bear with us until such time and we appreciate your patience.

Regards,
Raghavendra Rao T.
Team ACT

 

[igloo]

Thats the state of ACT they havn't refunded me extra rental paid even after 3 years now. No reply to email I sent.
Most corrupted broadband provider imo. As intention is to loot customer from day 1.

That junction box from customer premises is shit system they won't get rid to avoid paying ont charges. People using ACT still live in old era thinking nothing better than ACT. Though we have a lot better providers than ACT now. Beam days are long gone. ACT is a corrupt co.

That router in junction box is rated @ 24w which needed to be kept on 24hours that is 17.2 units per month.
Calculate electricity at 10₹ per unit(commercial rate is more) it comes to ₹172 per month and add to it battery and its charge loss.... somewhere around ₹200 per month.
What you get is ₹50-100 per month and that too need to be adjusted each time as they don't have auto adjustement provision even after so many years.
Because the intent is to avoid paying it as much as possible.
Also you need to give access to it for all 5 other people connected to it.

 

[Skye]

@igloo I thought Fiber doesn't require electricity for their junction box. Are they using some old tech or I am lacking the info on it?

Also, have you tried PG Portal?

The way people always praised ACT, I always thought that they are great ISP. Seems like I was wrong.

 

[igloo]

@Zuke it's big size ont with 6 gigabit ports and battery pack so obviously gonna consume power.

Amount is not much kind of 1/2 to 1 month rental so won't bother. But an organization that doesn't even reply to email what can you expect from them?

And best part is they call after few months for return of a router when none was given.

 

[Jkarthick]

Hi @igloo
Also they never care about customer money,
Currently my account is deactivated by ACT without my concern even though my bill day is 2.5 month from today due to 6 month plan .
when I called the customer care number -
It's connecting to disconnection team, and they are simply saying it's not our job, it's reconnection team job, we will escalate them and cut call.

 

[Lolita_Magnum]

Airtel has been the same headache for me in my location, at least for them they refunded 30 days worth of credit back.

 

[armaan_99]

Check from where the cable is going to your neighbour's house and cut it, i know this is not right but when there is no help from ISP guess this is the only option left with you, just see that you are not caught .

I too had bitter experience with ACT and luckily for me the 3 months advance was returned in less than a month with a little bit of follow up.

 

[Jkarthick]

Update :
Almost 12 days done, No internet connection so far, so I requested the ACT to disconnect my service due to non providing service. Then from disconnections team one manager called me to resolve issue within today, then I agreed to accept to cancel disconnections if it's resolved within today. Let's wait and Watch - what will happen in the upcoming week...

To be continued