Bad. Review on Hathway Broadband

I am using Hathway cable broadband for last more than 4 years in Pune. Initially I had opted for 256 kbps unlimited download per month in some what 700 Rs. For first 3 years it was going on ok, no down times, no surprises of when you log in and connection is down etc. Connection speed was also decent and steady.

Around a year and a half ago, when I got in to more bigger files downloading from the net, I thought of calling them and upgrading my connection to 512 kbps with unlimited download per month. So I called up customer care and asked for pricing of the packages. Person on phone told me 500Rs. per month for 512 kbps and 10 GB download. After that 10 GB your connection will drop to 256 kbps as per FUP.

Then I asked that person, I am currently paying Rs. 700+ for unlimited and you are telling me more speed will be at lesser price? she said, no sir, the package which you are using now costs 340Rs. per month. Then I asked then why I am being charged at 700? she replied because you never got back to us regarding package change. Means they were cheating me. Now I said, I don't want 10 GB limit as I am using unlimited plan for now. She said (Another surprise) no sir, you are not using unlimited right now, cap of 5 GB is there and after that your connection downgrades to 128 kbps. That was utter shock. How come they have changed my subscribed plan without even intimating me?

Anyway, based on reliable connection which I was receiving for 3+ years, I said upgrade it to 512 kbps and 10 GB cap at some 500 Rs/per month.

Speed got upgraded immediately and was getting little more than what I used to get earlier. But as per FUP, whenever I used to reach download to 10 GB, then the connection should go down to 256 kbps, but I was getting very less (I was getting faster when I was opted for 256 kbps plan, so I know the speed). That was pathetic I was getting.

Actual pain started around 10 months ago, since TRAI enforced a rule of providing login based authentication to broad band users. So in line with this Law/Rule hathway too introduced the login screen in the browser.

Real action starts now.

1.  This logged in session expires frequently no matter whether you are browsing or not or some download is going on or not. Its bugs a lot, because when I keep some heavy file for download during the night to to surprise its not complete due to internet disconnect. I have even provided the timings on which internet got disconnected automatically.

Call customer care (30 minutes task) - they say they have not created this feature of automatic session time out, it must be some issue with the computer or at my end.

2.  Now due to this login, if machine is restarted for some reason, downloads or installations which require restart, doesnt resumes the internet post boot. Many installation do need internet connection immediately after boot, but in this case, unless desktop is loaded and browser is opened and login details provided nothing goes ahead.

Call customer care (30 minutes task) - they simply say, its a government law so whenever you restart the machine you have login to get broadband .

3.  Shows false login details. Hathway has a log in success screen which shows your basic subscription details, contact email after you log in using username & password. I have obsereved a weird issue here. My net stops working, I try to re-login through browser by using Hathway's authentication URL, to my surprise it directly goes to login success screen, but shows some other customer's details. You will be surprised to hear that, I have a list of more than 75 customers who's details I could see through this (names with what dates I have seen that). But still internet doesnt works. Try to log out from that screen, then session will be logged out (practically logging out user who is other than you). And login screen re appears. Now provide your user name and password to login. It says "Concurrent user limit breached, user already logged in". You have no other choice to shut down PC and modem all and start it after an hour or so. if you are lucky, you will be successful in this event.

Call customer care (30 minutes task) - they say, how come you are the only customer getting such screen, we never received such complaints as of today. then I sent them the screenshots and few names from the list which I have gathered for several days. Then they say, we are receving many complaints like this and out technical team will resolve this soon. Soon means by when? no answer

4.  Now a days, I do not get more than 30 or 40 kbps at any time. Neither before 10GB or after 10GB limit. Call customer care (30 minutes task) - they say some issue at my end, engineer will come to see the issue. engineer never comes. After contineous followup, connection becomes littel better but within a day or two, back to fluctuating 30kbps

5.  They have the most pathetic customer care in the world.

*Now you will ask why am I saying "Call customer care (30 minutes task)" again and again. Its a fact that in pune, the call never gets through for many following reasons

a.  Its gets disconnected within 1st ring

b.  Invalid Number

c.  You hear Welcome to Hathway and as soon as that is over line gets disconnects

d.  after passing through first 3 reasons, if you at all get connected, by the time call reaches to executive, gets disconnected

e.  and if you are really lucky, you may reach to a rubbish speaking person as a executive. Who has typical answers, keep you modem shut for 30 minutes and retry / restart PC and blah blah blah. and never works

f.  many times, I had no luck to connect to Pune CC, so I called their mumbai CC. They simply say, it is not our job its mumbai, you call pune CC. Once I landed fighting then they gave call to some senior person Mr. Nair or some similar name. He listned all these above mentioned issues and assured me he will send someone to look in to your issue no one appeared as of today**.

Finally, I lost my patience 3 months ago and bought another TataPhoton+, which is atleast better than Hathway and freedom to carry it anywhere with my laptop. I have still kept my Hathway connection just for a back for each other but totally use TataPhoton+.

Hathway has no worth now, its hell lot off problems and their pathetic and arrogant CC people are helpful in increasing you blood pressure. Their engineers/technicians in pune (they call them engineers/technicians) look like local gundas particularly seen with recovery agencies. You wont want them to come your place again and again. They dont visit your complints after 6PM, so if you want them to fix the issue, you need to take leave from your job.

I would strongly say, they are BAD+BADDER+BADDEST ISP. Nvere ever go for HATHWAY.