Sep 18, 2019 01:40 PM
46677 Views
I have been an ACT consumer since 2011. Until May this year - I was using ACT service in Hyderabad. Apart from few here and there connectivity issues - my overall experience was wonderful.
Based on my experience in Hyderabad - I took the same service after moving to Bangalore in May. Unfortunately, since the day I raised a request for a connection, it has been a horrible experience. The ACT team took almost three times more from the duration to get the connection to my house - that too after taking all the money. They demand documents like Adhaar which they cannot do after the Supreme Court has advised the private players to not ask for Adhaar details. I refused to provide the details and ACT made sure I do not get the connection on time. The Sales Representative did not pick calls, the technicians did not come for connection, etc. After numerous calls and requests, I got a dedicated line from ACT since I wanted a good connection - for me to be able to work from home.
After getting the connection - I started facing issues. The speed fluctuates all the time. Hardly during the day, I get the promised speed. I am currently paying for 125 MBps speed and on an average, I get 60-70 Mbps. I would consider this speed as good and would not complain if the speed remains at 60-70. The fluctuations are such that the speed changes almost every minute at times going as low as 0.1 Mbps. I have hourly records which shows how much speed fluctuates.
Till date, I have raised around 16 complaints(Starting May end). As a protocol, they send the technicians to my house for a check. I realised that these technicians have a set list of checks that they run irrespective of the issue I am facing. This includes cleaning History, saved data and Cache memory from my system. They clean this data without asking you and if you refuse, they quote that this is the reason for slow speed. I was aware that the technicians would try to put the blame on my laptops or router since in the past too'cleaning' never helped. So, during the recent visits, I insisted that ACT technicians should bring their own laptops and routers so that I can get a confirmation that my machines are not working properly.
ACT obliged and the technicians came with their own machines. When they did the check - they found everything in my house was be working fine but still I was not getting the promised speed of 125 Mbps. They told me that they will be checking at the backend now and update me. I never got a call from ACT after that and to my surprise, the ticket was closed quietly without any intimation(they usually inform on message or email). This was not the first time ACT closed the ticket like this. When I enquired about it - no one in the Customer team had any clue about it. I tried calling the technical team from where I received calls previously - no one picked up the calls. I messaged them - no response. I escalated the issue to the Nodal officer and received a copy-pasted reply. This was done multiple times and the only thing that changes in the reply from the Nodal officer was the complaint number. It is clear that ACT closes the tickets which cannot be resolved in this manner so the customer cannot open it again.
I had raised an issue with the online consumer forum about this and ACT has lied in the reply. They simply wrote that the technicians visited my house and fixed the issue and I am getting the speed - which is not true as I run the speed test suggested by ACT every hour now.
To all those who are reading - please keep a check on the speed you are getting. ACT is charging you for a speed that they never provide. I am now checking the speed every hour in the Wireline and Wireless mode and on each machine. I am also recording all the call I am getting from ACT and have decided to video record any technician visit and what they tell me. I will definitely be looking for a new company for internet but not before this issue comes to a conclusion - even if it requires me to file a proper complaint in the consumer court.
It is very clear to me that ACT is aware of this issue. They are not fixing it and taking consumers very lightly.
CONSUMERS BE AWARE!
