My honest advise - please stay far far away from this service provider, unless you enjoy arguing with them.
Though I’ve used their services for almost 2 years, my ordeal started two months ago. I’ve been using a combo pack - landline plus broadband - with a 600 kbps (night 1 Mbps) booster plan.
Since December 2010, whenever the connectivity was supposed to become 1 Mbps at night, my connection used to get timed out, for hours at a time. Then after around 15 days, this problem started happening during the day as well. Religiously I called customer service and logged complaints - which have a TAT of 24 hours (so to say, but it barely ever came back on during that time). The problem persisted in Jan 2011, and in February 2011, it took 7 days for me to get connected. Having lost business and peace of mind, I moved to a government company ISP in Navi Mumbai - which had the service up and running in 48 hours.
I logged my first complaint to terminate my connection on 10th Feb. It was unceremoniously closed on 14th feb, when they called my house and since I was out at work, were asked to call back (which they never did incidentally). I logged a second complaint on 18th feb (Reliance insists a gap of 7 days between termination requests). That they called back and confirmed twice - once on my cell, and once on their landline - within 24 hours. Now, again someone claiming to be from the "retention" team called to ask for my details in confirmation - three confirmations for closing one connection! I’m sure if it wasn’t for the 2G scam and his visit to the CBI’s office, Anil Ambani himself may have called to ask me my login ID and phone number! What’s more - I wonder who hired the poor sod to be a retention caller - I’ve managed hard core collections agents who were more polite than this guy! Just goes to show that the company doesn’t really understand the importance of customer relationships - more proof of that? They refused to reverse my Jan and Feb bills, despite agreeing that there was practically no connectivity during these months.
With Reliance, whether or not you get service, you sure get a bill!
Now that I’m using a competing DSL connection, I find that
(a) the same speed plan at this government ISP is around 20% cheaper,
(b) provides better download speeds on a 752 kbps plan than Reliance did on a 1Mbps (night) connection, and
(c) has an office that I can walk into and complain to people - I spend 45 minutes on hold on the phone before I was transferred to a floor supervisor at the Reliance Call Center, and even she could not do anything that the service rep had not already done. If you try and walk into one of the Reliance Broadband / showrooms or offices in your neighborhood, you’re unceremoniously sent away with the explanation that the store serves only mobile and mobile broadband customers, and you are at the mercy of the call center.
My mistake ever going to Reliance. I’m just waiting for the termination to come through - and cap my losses at whatever amount I am made to pay in the final bill to get rid of this pathetic company.