No Internet connection for past 10 days - Poor customer assistance

  • Thread starter Thread starter Jkarthick
  • Start date Start date
  • Replies Replies 30
  • Views Views 4,629
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
 
Click to expand...
@Lolita_Magnum ACT has FTTB only in bengaluru,hyderabad and some parts of delhi afaik(not sure about delhi). They run down a CAT5E cable from the distribution box to the router. Mostly provide TP-Link Archer C5 or Tenda AC10 routers with custom firmware. In cities like lucknow, ahmedabad and jaipur, they have FTTH because they laid fiber cables recently in last few years. In hyderabad and bengaluru they still provide FTTB connections.
 
Last edited by a moderator:
Okay, the video above-mentioned having several "junction boxes" around the complex area, hence I assumed it's FTTC instead.
My backup ISP, has a single fiber to the neighboring building and has pulled a CAT5E (10/100 Fiber to Multi-Port Copper Switch) to my building.
There is another 10/100 desktop switch on the top (8 out of 6 ports used), which is distributing to other users (like me) and other buildings.
The max speed they provide over copper is 60Mbps, which has surprisingly not degraded.
 
Are you getting the power benefit after box is installed at your place, guess it all started with that.
 
Only if ACT upgraded their network to FTTH, all these problems could have been easily avoided. They have maximum ARPU in southern cities in India like Chennai, Bengaluru,Hyderabad etc. but they simply refuse to upgrade their infrastructure.
I sometimes feel ACT defies logic the way they operate. They heavily market their broadband as ACT "Fibernet" and even their website has QNA and articles related to advantages of fibernet ACT fibernet article but the ground reality is that they use older FTTB in southern cities of india which is complete BS because now they are forced to put FTTH in newer cities like lucknow, jaipur and ahmedabad. Why not upgrade the infrastructure in older cities as well? It's not like they don't have a reasonable customer base here, its much more than the newer cities.

After the arrival of Jio Fiber, even airtel started upgrading their existing VDSL connection to fiber. ACT's FTTB model has so many unnecessary problems. The junction box installed on the rooftop of the building has a DC battery installed in order to provide power backup upto 4 hrs(in case of powercut). I have seen so many areas in bengaluru where buildings and the whole locality is covered with wires, it almost appears like a spider web. Whole terrace of the building is full of wires entangled together because they pull down cat5E cables to other buildings from the same junction box. I have heard many people getting stuck and falling on the terrace due to all this nonsense. Even hathway does this bs with their fiber wires(atleast they have FTTH😡). ACT has overhead wiring in most of the areas of bangalore except for gated socities obviously because they won't allow this sh**. Also putting junction box inside someone's house is another level of crap they try to pull.

ACT is one of the best ISPs i have used if i purely rate it based on internet usage experience. Great routing, good speed and latency across international and domestic servers, native IPv6 address(idk about now but it was native back in 2021 when i used, there was no CGNAT also back then). Browsing was also very fast and snappy. It hardly went down atleast in my area. Their customer support is also decent atleast in bangalore.
 
You must log in or register to reply here.
Back