I live in Bangalore, Koramangala, Ashwini Layout, and Based on the some good feedback from some of my friends from different part of Bangalore I decided to switch from my BSNL to ABC Broadband but ended up not getting use the same as they failed to provide the service they promised.
I contacted ABC Broadband on their web for a new connection and immediately I got a call from Maharashtra number explaining the plans etc. and asked me to provide the address of demonstration and then on acceptance they would do the installation. On the next day 20th Dec 2012 a person from ABC Broadband came to my place for installation. When I asked about demonstration, he said there is nothing like that, they would install directly and if customer is not satisfied, it will be disconnected and the remaining amount will be refunded.
So, I let him do the installation. After installing the outdoor antenna and fixing the small indoor unit he connected my laptop to the network and worked for an hour calling several people and setting things. Finally he said the connection is working and asked me to pay the charges online by Bank Transfer from ABC Broadband webpage. I paid them 6 months rental Rs.3300/- in advance. After that the person from ABC Broadband played some videos online and also asked me to check if everything is fine. It looked fine to me at that moment. And then he left my place.
After an hour when I tried to login it would login but had lot of intermittent disconnections and packet loss when I tried pinging google.com or any common web page. I called the person who came for installation – he said would come to my place immediately and check – but did not turn up. Even after repeated calls. Then I resorted to the customer care. They said they can check my connection online and can see some problem in the network which will be fixed within 48 hours. And then there was no update at all from ABC Broadband for two days and I was back on my good old BSNL.
Finally when there was no attempt made by them to fix the connection, I decided to discontinue. So, contacted the customer care and tried convey my decision. I was heard different story each time I called …
1.They would promise me to call back after checking what is wrong with connection … but no calls.
2.Another answer - The connection cannot be disconnected, I have to keep it for 6 months even if its not working and then there will be no refund.
3.It would take around 3 months to disconnect and I would be charged for the usage till that period. Etc. etc.
Finally I managed to give them an understanding that I am looking for a reliable internet connection and the connection did not work from day one and there was no effort put by them to rectify, they obliged and told me that they would keep my account under retention for 10 days and after that a person would come to collect the units they installed in my premises and then they will discontinue my account and process the refund. The whole procedure would take around 30 days after which they will send the refund cheque at my residence.
But it did not happen that way, - When I did not hear from them after 10 days I called the customer service again to follow-up after that they sent a person to collect the stuff they installed in my premises.
And now, It’s more than 30days and there is no refund, no response to mails sent asking the progress/ status. When I called them today again to check I had explain the whole story to the agent I spoke. Finally he said someone would revert within 72 hrs. I am still waiting.