Hathway — Connection shifting with in the same Location different flat

I have been with hathway for nearly 2 years and wanted to shift the House location with in the same Flats (different flat with in the same community). so had to shift the connection, on 10th of Dec around 9.30 Pm i have requested for the connection shifting use the app. on 11 th some one called and said they will be coming by evening to do the shifting. At this point i clearly asked him is there any documentation required or is there any charges involved to make the changes. He clearly said we dont charge for this and nothing is required as it is instructed to do the changes. waited for the whole day and no body turned out. Next day which is 12th evening around 7 o clock called the call center to check why there is a delay. They said it will be done with in 48 hours which is a standard time. so i had to wait for the 48 hours cycle to complete. Again on 13th Evening i tried calling the call center where they started explaing me that it is a different location so i need to pay. Now this is the first time i was told about the payment on 13th and was told it is late so they will organize some one to visit the appartment tommorrow and fix it before 9 AM. Waited again. today on 14th i tried calling the call center at 10.30 and asked what happed to the promise then i get to hear that i need a document (Proof) to be submitted so that they can come and do this.

At this point i have given up and started looking for a new connection and am not sure what is the standards these guys are maintaining to give a service for which they charge. Also they provide a Prepaid service and for this when it is due for renewal they start calling you from before 3 days and almost 5 calls a day. On the last day they atleast make 20 calls to make sure you renew it. Man they squeeze it out of you.

Why are they not following up on the service as they follow on the payment. If the service is good then they dont need to worry about the Payment since it is a prepaid service right.

Over all very pathetic service and no process and communication in the call center. Any body can say anything as they want. No sufficiant information is shared with customers.