I have been using Pacenet’s BB Internet connection at home in Mumbai suburbs for over 2.5 years now. They offered competitive tariff plans and assured good speed and reliability, hence chose them over other popular ISPs in my area, such as You Telecom and Tikona (wireless).
However, though I managed to get a somewhat decent speed and stable connection for a while, during monsoons and even at other times have faced breaks in link, thanks to their poor infrastructure, offered through their local distributors (like cable operators). Have often found Pacenet Customer Care to be unhelpful who ask customers to check with the local distributors even for speed related issues (local distributors only provide last-mile support and account renewal services). Based on my over 2.5 years’ experience I share my observations as below –
Pros –
Affordable tariff plans for home-users
Have services in various areas in Mumbai, offered through either local distributors, or cable operators
Have a central Customer / Technical Support team based at their Andheri office (not toll free number)
Recently (in August 2012, or so) have introduced SMS intimation for complaints reported by customers and booked by Pacenet Customer Support team. Not available if issues reported to local distributor though.
Cons –
Usually, speed of link will be way below speed assured as per tariff plan (mine is 4Mbps, but rarely get half the speed, and never over 100 kbps, though I should get over 200 kbps).
Customers can’t report minor issues (such as of speed) or account renewals through email. One has to call up local distributor for last-mile connectivity issues and a/c renewals verbally. Twice my a/c was automatically renewed on expiry, while I was out of station. Had to follow-up with distributor to cancel it, as mine was a usage & time-based tariff plan, not unlimited usage Plan.
Almost never admit problems at their end, even when maintenance is being done. Quite often Pacenet CS passes the buck to local distributor, even when Pacenet is working on some network issue (like I have been facing for past 10 days, getting barely enough speed to check emails in Yahoo / Gmail. Though I have a 4Mbps link, have had to manage with a dial-up level speed of barely 6-7 kbps for last 10 days or so. Pacenet didn’t admit to some issues of bandwidth at their end, though their distributor was honest enough to acknowledge the same, though no resolution time is known).
Pacenet / distributor representative promptly visits to collect monthly charges, but Pacenet is not as prompt to resolve issues when reported. Their local distributor is more sincere in this regard.
NEVER turn off anti-virus or firewall as their network is replete with viruses / worms/ Trojans which spread through their network. Despite this, their Tech Support Reps will ask customers to turn off anti-virus & firewall to remotely “trouble-shoot” issue reported.
Considering the poor speed and unreliable link from Pacenet (and perhaps other ISPs for residential areas) I will consider switching to an ISP having its own bandwidth or opt for a Data Card which is not affected by last-mile issues of a wired link.