I stay at Mahavir Nagar (Kandivali West, Mumbai). I subscribed to Hathway broadband 256 kbps / Unlimited data transfer @ approx 2000/- quarter. The service was promptly installed and started on 29th of Nov ’2008. It was very exciting moment for me.
However the joy was shortlived. Firstly, I could easily see that this was not a full fledged broadband connection. The speeds were good, good when compared to a normal dial up connection or a data card connection, however, pathetic for broadband. If I was lucky, I would get download speed of Max 12-13 kbps. Data card would anyways give that much speed at late night!!! I got these speeds during the day time and hence was a bit happy! Maybe this was indeed broadband!!
The nightmare was coming (had I known this!) and it came with a bang. After using the service for about 12 days, one fine day I could not connect. Called up call center, after 1 hour of troubleshooting (connect cords, isolate router bla bla) they realised that issue was on their end and they lodged a complaint for engineer to resolve within 24 hours. Engineer did call within 24 hours and got me connected only to be disconnected again in abt 10 mins. Again call center troubleshooting and lodging another complaint (of course after another hour of troubleshooting!). Engineer calls again and gets connected, only to get disconnected after a few minutes!!!
This has been on for about 5 days. Escalating to the local office manager has been of no help. I am disconnected for 5 full days and going on to 6th day without any hope. I am already fed up of daily troubleshooting with call center people who have little technical knowledge and give instructions based on scripts in front of them (BTW, I am a technical person and have good knowledge of Networking and so am in a position to comment about the crap troubleshooting steps that ISP call centers take to resolve the issue). I even had a solid arguement with one of the tech support personnel on one day after which he had no answer to technical questions that I asked him.
I can go on and on but I guess its time to conclude. I will disconnect the service of they do not connect in another day. I don’t care if they don’t refund my money. I want to communicate strictly to Hathway that they cannot sell crap to me.