I am a subscriber of Five Network’s Deep Communications Internet service based in Sion area of Mumbai since the year 2005. The cable internet service they provide was initially inexpensive(about INR 4, 000 per year), the speed of the internet was good, the after-sales service was free and they provided excellent customer service to me and my family. However, recently, their internet connection constantly keeps getting disconnected either for reasons such as repairs or major disconnections elsewhere or for absolutely no reason at all. The customer service is now relatively not that good as compared to earlier. The customer service keeps giving excuses such as the following whenever the internet cable connection goes bad almost every 3 - 5 days, for instance:
There is a major repair going on.
The problem must be in your building
The actual problem is in our head office and there is a repair going on there
When we place complaints regarding the breakdown of the connection, they give us incorrect estimated turnaround times for the restoration of the internet connection or sometimes do not repair the connection at all for hours on end till they are constantly prompted. Mostly, the customer service guys try to visit our house whenever they get the chance, instead of repairing it from the internet provision center, even if the problem is at their end. It makes my family feel insecure on most days. It also seems like they do not know how to repair or like they are trying to hold some valuable service back, when my internet goes down, for instance. They also charge additional fees sometimes for extra new wires, etc. that they used to provide for free earlier. I am highly dissatisfied with the current customer service and also with their internet services. However, the only thing that keeps me from continuing to subscribe to their internet service is their relatively low cost of internet service provision. I would not recommend this service to Sion residents, unless and until they have financial problems and cannot afford the expensive internet services offered in the city.