I got a connection from Hathway last year after close evaluation between Airtel, JioFiber and Hathway. However, due to relocation I had to move to a different home.
The way Hathway handled the movement, my queries and quality of the service is as below:
Feasibility check: When I informed Hathway, that I am relocating and would it be possible to shift the connection. I was told to request for the same via standard process. I did that, After that suddenly I got to know that the connection does not exist. This is their way of conveying the feasibility of shifting Hathway connection in case of reloaction of the customer.
Customer service: Was slack, really wasn’t upto the mark and was being contradicted in reality on the ground. I asked the customer service to take disconnection request, so they did.
Billing/Collection team: The worst one, every other day I was being contacted by the billing team member on contacting the billing team. I was being continuously asked about the reason of disconnection and I kept saying the same at several times they called me. This didn’t stop here, everytime they contacted me, I told them that I placed a disconnection request and kindly take the request for disconnection ahead and send the collection team to collect the router. They never sent the collection team for next 6 months. It was only last week that they sent a person to collect the router. Irony is that, I kept on saying that I wasn’t there in the town to give you the router and asked them to collect in a month’s time as I am going to leave the place. I honestly forgot where the router was until I found it a month back at my brother’s place. However, when I shifted to new location, after 4 months I was being told to come and submit the device myself. This is the most useless thing anyone could say to a customer. Ideally, collection team sends a rep to collec the router.
Marketing team: The worst of the worst: Keeps on calling continuously about offers on my connection. there are so many emails that I contacted even the nodal officer. But all went in vain.
Kindly don’t use hathway, even after reading the entire review I posted. Go for other options. It gave me mental agony using Hathway. I had to literally say same thing at every call until anyone from Hathway customer service understood.