I’m an ACT broadband user and was very disappointed when they have started to cheat customers either by creating a bad internet connectivity issues, incorrect speed or incorrect usage details.
I faced latter this month and was surprised as I use a ACT Lighting with 40 Mbps speed and download limit up to 75 GB my billing plan starts on 01 of every month and I skipped the payment and paid it the next day and to my luck the Net was not working on 03rd Feb 2015.
Contacted the Customer Care and they stated that they were unable to ping the junction box and will have a technician to look into the issue and will be sorted within 24 hrs. I have made it a point to log into the portal page and ensure to capture a screenshot every time to have a track of my usage.
I was shocked to see that the Net speed had drastically dropped so I checked the usage and was astonished as it stated that I had crossed my 75 GB limit without having internet working at my house due to a technical problem from ACT.
I wrote this matter to ACT helpdesk, Nodal Officer, Appellate but they failed to respond to my mail for almost 3 days. Post which I wrote the mail marking Mr. Sunder Raju and Mr. Balan Malladi only them I got a response from ACT team and they stated that due to some technical glitch the mails that I sent was not delivered in their mailbox.
ACT team sent me a data report that deducts the usage of the internet from my account. They were few points that had a mismatch so I requested for a system generated details rather than an exported excel sheet. The data that was sent out to me had a list of observations from my end.
MacAddress does not match with the router MacAddress.
Please explain me these lines listed below? For 0:59:42 minutes the I/P and O/P units is 0 whereas for just 0:00:02 secs there is data recorded.
If there is an automatic reset for an account every 24 hours then please explain what went wrong on this day.
I stay in a locality where there are frequent power cuts. I do not see any data that supports this. I do have call logs and ticket numbers that I have logged with BESCOM
If the reset is every 24 hours why is there a reset after 12 hours?
My internet cable was damaged and I was not using the service. Please check my call log with customer care to see how many times I have called to report the issue on 03rd Feb at 1324 to state that net is not working
I was not able to use the internet on 03rd and 10th Feb 2015 and logged a complaint with customer care and provided a TAT of 24 hrs. In that case how is there data for these day?
On 03rd Feb 2015: First instance, Manjunath(Field engineer)visited my place to get the issue and stated that there is an issue with the cables and fixed the same.
On 10th Feb 2015: The engineer who visited my place on 11th Feb 2015 replaced the optic fiber cable as the construction plot next door had cut off the cables
On 5th Feb there was some issue in the Junction box itself and your representative had come to fix the issue. Please check your call log. Why is there data when internet was not working?(let me know if you need the call log and the engineers contact details)
Before sending out these above points I spoke to the ACT team member who was assigned to provide me a solution. He started to scream at me and failed to listen to my observations only because I said that the “Data is incorrect and you are cheating your customers, so I would need a compensation”. He started to state that I’m trying to threaten him and he was not worried what observations I have made and will get back to me after his findings. I did mention that I will write these details on Facebook and would never want any other customers to be embittered.
I’m waiting to receive a response from ACT Team, I’m very much sure to get all my contacts to avoid using their service as they have built their customer database they have started to cheat them.