I am using this broadband service for the first time. I live in marathalli and recently got the connection. I took a 20 Mbps connection which is fast but not as
expected even when I am the only customer using it in the whole building and thus the connection is not being shared yet. I don’t know what will happen once it
gets shared with other people.
Within 4 days of my connection, an issue arose due to some cable or fibre malfunction. I was unable to use the internet. Called the customer care who informed me
that the technician will visit my place by the end of the next day. WTF I was on work from home and this is the service I was getting from ACT FIBRENET.
I informed them that I was on work from home for which they promised that the technician will visit soon. After few hours I called in again when no one showed
up and I was again informed that by end of next day it will be rectified but they have put this case on a priority basis. WHAT IS THE USE OF THE BROADBAND IF
I CAN’T USE IT FOR THE SOLE PURPOSE I TOOK IT FOR?
After few hours I called them again and they informed the same When I asked for TL the guy told me that he was busy and I will get a call from him in 2 hours.
BUT I NEVER GOT A CALL BACK. My day was lost.
I don’t know what are your experiences with ACT but this is the FIRST IMPRESSION they have made in my mind. A BAD IMPRESSION.
Let’s see how things turn out, there are many more days to go.
UPDATE: I am again facing the same issue . When called the customer care they informed that it will be resolved by the next day. but when it was not resolved
I called again for the update. I asked politely. oh yes I did, but the consultant named HARI, that bugger was being rude with me. When I asked him not to be
rude please . I got an answer saying that "I am not being rude" HE was really rude. I warned him 3 times but he still continued. So I asked him to escalate
the matter to TL for which he did not agree . After forcing him for the transfer, he put me on hold for more than 8 minutes only never to return. I called
again and this time I was successful in talking to a TL.
In a matter of 10 days, this was the second time I was having service outage and have spent more thanRs 200 on calls with their consultants.( yes they dont have
toll free no. and they charge you more than the usual call charges I guess, .maybe I am not fully correct on this).
Will update again about this on the next day . HOPE THE SERVICE IS RESTORED.
UPDATE: Today is 2nd august and it has been a bumpy ride with the ACT broadband(or fibernet as they like to call themselves) till now. After my last update,
there has been numerous numbers of occasions( yes it occurs atleast 2 times a month with varied period lengths) where I had no internet service and the period
of no service days varried from 1 to 14 days. Yes, just imagine how
their service is. I thought of permanent disconnections several time but a thought in my mind always restricted me to do so . I thought " What if other internet
service providers are worst than ACT. What if I disconnect and loose all my time to switch to other service provider to find that they have similar service as that
of ACT. I had these thoughts because this was
the very first time I was using a broadband service in bangalore. BUT I DON’T THINK ANYTHING COULD BE WORST THAN ACT BROADBAND. but still who knows! So, I am still
with ACT.
It was 2 months ago that I decided to visit my hometown and get the broadband disconnected temporarily. So I called in the ACT customer care to gain knowledge of the
procedure. The executive who took my call stated that I could suspend my services for a period of 6 months and there will be no charges for the no. of days I stay
disconnected or upon reconnection. I confirmed about the charges from the executive 3 times, everytime making myself more clearer. The executive still said that
there will be no charges. Great I said. But I was informed that I must call in again a day before the suspension to inform again. I said OK. And I called in a
day before the desired suspension date. The then executive, who took my call said that I could suspend for indefinite period of time and there will be no
charges. I told the executive that
I was informed that I was told that the max no. of months could only be 6 months but the executive insisted that it was for indefinite no. of days. I said
OK again. But I called in a 3rd time to make sure what was correct information and this time they informed that the max. no. of months could only be 3 months
and no charges will be there. Imagine 1 company, 3 executives and 3 informations. Finally I suspended my services.
When I was in my hometown I got a call from ACT and the lady at the other end of the phone said that on that day they were having some offer and if I reactivate
my services on that day then I will not be charged. WHAT THE FU*K! I told her that I was informed that it will be free and she sounded clueless. call
disconnected.
Another day I again got a similar call and was informed that there will be a charge of Rs 500 on reconnection. WTF. Call disconnected.
Again on third day I received a similar call again I was informed the same thing. Meanwhile I n tried contacting the nodal officer of ACT as he had earlier
told me that I must contact him if had any issues but everytime I called him, the no. came busy.
So I again tried contacting the nodal officer but no luck. Again number busy. Another call . again no. busy. So I tried several times on several days to
contact the nodal officer but no luck. Everytime the recorded voice said that the no. was busy.
After around 2 months I came back to bangalore and called in ACT to reconnect my services. They informed me that I will be charged Rs 500 for reconnection.
When I gave them the info which was provided to me by their executives then they connected my call to a different team and that team informed me that there
will be a charge of Rs 100 and not Rs 500. When I opposed again. they said they will see what they can do. So I reactivated my services and to my surprise
there was no internet signal. Again there was no service and I just reactivated the services. I complained about this and was told that a technicial will visit
my place. Technicians visited my place after 2, 3 days and on inspection they informed me that my cable was having some problem and they will change the cable
the next day. And like always I said OK.
Next day nanother technician came to my place and informed me that the distribution box at the roof of my building was having a problem and a new box must be
installed. He said that It can only be done on monday i.e after2, 3 days.
On monday a technician came in and said that he was there to install the services for me. He came without the box. He was thinking that I was new customer and
I wanted installation and that’s why he only came with cables. He told me that no port in the box was free and thus he can’t install my services. I told him
that I was the very first customer in my building so how can there be no port free. He had no answers and left saying that he will inform hismanager that the
customers has told that if the internet is not restored, the customer will break and throw away the box.( I don’t know if he said this to his manager or not)
after few days no one turned up to rectify my issue. I called in again and got that same sh*t information that a technician will visit my place. The very same
day I noticed some stranger sitting on the roof top and on enquiring I came to know that he was a technician from ACT who came for some other purpose.
That day he told me that my cable was taken out of the port of the box and somebody else’s cable was inserted. That means, the ACT pulled out my connection
cable to accomodate a new customer in my building . WHAT THE FUCCKKK AGAIN!
Are these people at ACT out of their minds? They have no work ethics. really trust me.
That technician then reconnected my cable in an empty port which he located inside the box. After few days of operation the services were disconnected again.
The technicians came and the services were restored after 9 days . OMG! but on the very same day the services were restored, the services were out again.
and till now(2nd august 2015) I do not have my internet connection. And this is not where they stopped. They sent me a bill amount on my phone, which was way
too much for the type of internet plan I have. Tried calling them but they donot pick the calls untill unless you wait for atleast 8, 9 minutes on the call. The
balance on my cell ran low and the call got disconnected.
I tried calling them again but unfortunately they I was late and the customer care had closed. Now something struck me. If the customer care is closed and the
nodal officer uses the same customer care no.( I know this as the nodal officer himself had told me earlier) but with a different extension, then on calling
the nodal officer, I must get the same recorder msg which informs us that the customer care is closed. BUT TO MY SURPRISE, the recorded voice said the very
same thing which I had been listening everytime I call him and i.e. " the no. you are calling is currently busy on another call" This simply can mean that
my phone no. was either blocked by the nodal officer or everybodys no. was blocked. GOD KNOWS WHAT"S TRUE.
This is the 5th day of "no service" this time+ 9 days just before that. So from previous 14 days there is no internet connection at my house.
LET’S SEE WHAT HAPPENS NEXT.
Stay tuned for more updates on the ACT broadband service.