I switched from Airtel Broadband to Hathway Internet. I’m regretting every bit of this decision till date.
Motivation to switch:
Airtel has the habit of hiking their fees every now and then and it came to a point where it didn’t make sense to be them. Hathway offered an internet service which delivers 50 MBPS speeds over DOCSIS 3.0 protocol and changes less than 13K per year for 40 GB limit per month.
Big Mistake:
Not only did I swiftly switch to Hathway, but I also unfortunately signed for 12 months scheme.
Issues I have had in the past 60 days:
1) 4 times internet connectivity got lost because of rains. Whenever it rains, you can be assured hathway internet will go down. Technician has to come and fix the line somewhere.
2) Be aware that one has to login to Hathway portal once in 6 hours to keep the service alive. If not, you will not get internet. The login and renewing has to be done from one computer in your home that you may used to initially configure the setup. To get this rectified, I had to call Hathway over 10 times in a span of 20 days. Finally I wrote a mail to help desk asking for a refund if this issue is not curable, then it was resolved.
3) I’ve had issues where internet has become dead slow sometimes. They blamed it on some filters in the line. However, from 49 MBPS which was demonstrated earlier, currently I get around 10 MBPS. I don’t want to raise this issue with them because the changes they make might break some thing else.
4) This one is not critical, but just to highlight. Hathway gave me an email account and asked me to check there for billing related mails etch. Till not, none of the customer service agents are able to figure out what password I need to use to get it. They can’t even reset it for me. There are three log-ins I have, one for renewing the link to keep internet alive(which I don’t use anymore), one to to check usage and billing and one for email(which I’m not able to get in).
Pros:
Customer Service phone lines are good. You will talk to a person in reasonably acceptable wait period. They are responsive and most of the times, they will have to create a ticket for service folks to look at.
Emailing customer service also is fine. They respond back within a day. However, what ever you ask to get fixed, may not be addressed to your satisfaction or your happiness will be short lived. In the last 60 days, I would have reached out to Hathway customer service 30 times and this is a huge overhead for them to service these calls. Not to mention the phone bills I incur because of these calls.
I have earlier had Airtel for 4 years and I probably would have called them once a year for internet issues. It’s up to you to decide on whom you are signing up after reading this.
Regards,
A customer whose Hathway internet is down as I write this post.