Guys, how long your internet has been down? For me this is the first time, an ISP, that too an ISP from TATA group, a business group which I admire cost me a downtime of 11 days at a stretch. Internet is really critical for our business.
I raised a complaint telling "Internet not working" on 20th of December. I have to open a new complaint every day, since they closes the complaint simply by saying that our static IP is able to ping from their end. We are a web hosting firm ourselves and knows tids and bits of technical stuff. We clearly mentioned that the issue is neither at their local server end nor on our end, but somewhere in a bigger picture, since we were able to get the DNS working, but unable to browse the sites.
Below are the dates - compliant no: - action taken
20 - 11419350 - closed the complaint without resolution
21 - 11428586 - closed the complaint saying spoke to John who isn’t working with us
22 - 11434526 - closed the complaint saying spoke to Sunitha - who isn’t working with us
23 - 11440060 - closed the complaint saying IP is pinging for us. For this complaint which I managed to open for 72 hours by continuously following up(2-5 calls per day to the customer care), I got a refund of 7 days:)
27 - 11458178 - closed the complaint saying our IP is blocked by TATA because of spamming send by us. When we emailed the customer service, we were told that spam was send from an a customer ID which is not us. We are open source guys and use Linux on our desktops. However, finally they admitted that they are punishing us, for not a mistake of ours.
28 - 11463556 - Still open for 2 days and awaiting resolution
Today is 30th December and the issue is still going on! I hate to go through the simple troubleshooting.
When the solution would have been plain simple, to allocate a new IP to us. Guys don’t every take a static IP connection from these guys, especially if you are a corporate. Luckily we had Airtel as our primary ISP for which I will give 5/5. Their field engineers comes in our office within 30 minutes of issue. Total downtime would have been around 4 hours in the last 2 years! While with VSNL from the renowned TATA group, we had 11 days of downtime already and still not resolved.
Moving to the 12th day of no internet . Not the Way to go TATA! Personally I am a fan of TATA group for their business ethics, but for customer service, no:(
Unfortunately, things didn’t turn up right even on the 21st day. I have requested cancellation of the service.