ACT Fibernet Complaints & Reviews

We have been using act fibernet since many years, but never faced an issue like this. I used to have a very good notion about them, but it's been completely changed now by their miserable service.
The internet is not working for us since them early 25 days. I've been complaining them since then, but they are not at all taking any action.I registered my first complaint on 26/05/2019. Since then I've been calling them every alternate day, but no response. Every time when i call to ask about the status of our complaint they just say it will be resolved in 24 hours. Till now it's been 552 hours, no response. Also without resolving the issue they are just closing our ticket saying that the issue is been resolved, how pathetic !!
Also the technician to whom our ticket was assigned said that there is problem in the box and he will shift the box to our house. We have agreed even for that, but no response. Also if we call him back he never picks our call.
Never experienced this.
Hope this could be resolved as soon as possible and also the time for which we are not able to access the internet could be adjusted in the bill.

Hello,

I am from Bangalore and your customer for past 7 years.

My account id is[protected] and internet is not working since 14th June 2019 and I am struggling to get a resolution, I created a ticket and it's being closed without resolution and confirmation, I am having a tough time to get to customer service number as its keeping me for long hold and getting disconnected and I am spending my time for the past 3 days only on this,

The nodal office number is always busy, emails sent to applet office is not being answered, I am not sure what else do to? I had to wake up early today to call up customer service and finally after 15 minutes of wait I could talk to your representative and he said me the issue is resolved, but issue is not resolved and I connect my laptop directly to ethernet and noting works, and I am tired of this loop and wait. If internet works do you think I don't have any other job other than calling you and wait endlessly?

If you cannot resolve the issue can you please terminate my connection so that I can take the connection from some other provider? Internet is very important for me and you are not taking any responsibilities and this is totally unfair business practice.

Please check what is wrong and either resolve the issue or please please disconnect my line so that I don't have to follow up with you.

Please see few attachments to understand how many times the tickets are getting closed without resolving and how many times I need to follow up, and do I need to go through this after paying about 7500 per month to you?

Please take action or I need to go for legal recourse as I do not have any option.

Regards
Thani

Account number:[protected]
Ticket1: SR[protected]
Ticket2: SR[protected]

I've been trying to contact customer care about the relocation of my ACT internet for the past 1 week. I've still not been able to talk to a customer executive. My ticket got closed at least 5-6 times without ACT even trying to contact me back.

I called ACT AECS office, but they just informed me that it is not their responsibility to serve my request. Now they do not pick up my call if I try calling them. I also reached out to the ACT stall put up in my apartment, and now I have no response from them as well.

My next step would be to come and sit in your office till it gets resolved. Now, I'm seriously considering canceling this connection and moving away from ACT if I do not have a working internet connection by today, June 18.

I don't understand what is the point of having a customer rcare number if you cannot talk to the executive!!! Also, I do not understand why your employees do not understand the word escalation.

Hoping you resolve this in the next few hours and I have a technician in my house in the morning.

Inspite of several complaints to nodal authority and appellate authority who are supposed to take swift action. I don't see them even responding to emails forget about resolving the issue. They seem to be sleeping during office hours or on vacation most of the times. I have been crying to get refunds of my changes and they don't even have a process in place to resolve the queries. ACT customer care is another joke which is always busy or agents so iliterate and immature who hang up the call blatantly. I have lost all hopes to get my refunds and posting my concerns for the interest of larger community to stay away from such autocratic companies which could soon turn fradulant. Don't waste time in such service companies who provide false assurances.

Inspite of several complaints and follow up with the appellate authority, nodal officer and every team within ACT fibernet, I have not got refund for solicitary charges against my account. Firstly Act provided me with horrible service with frequent disruptions which made me disconnect my connection and then they're not refunding my amount which is supposed to be duly paid to me without any dispute. Although they have agreed to refund the amount, they are not processing the request and debiting to my account.

Here's the request number SR[protected]. I was provided with several assurances from retention team to refund the amount completely, but more than a month it hasn't been done yet. Pathetic customer care which is impossible to reach including irresponsible nodal and appellate authorities. This company seems to be running in their own autocratic mode and TRAI has to take immediate action against such fradulant companies

Hi

Id[protected]
I've been trying to reach for the past 1 week for relocation of my connection. I've tried reaching multiple people, customer care, I've sent email but to no avail. The customer care is not reachable. The ACT AECS office said its not their responsibility. The ACT representative at my apartment said its not his job. I was promised that my request would be escalates, but my ticket got closed at least 5-6 times and I had to reopen every single time. Its costing me time and money just to do a relocation. In contrast, tata sky did the relocation within 1 hour of request.

Either you contact me by today, or I would have to come sit in your office all day till it gets resolved.

Anyway, now I'd like to cancel my connection instead and go with Airtel.

Could you please cancel my connection at the earliest?

I paid Rs 3481 towards new internet connection (ACT Fibernet). Here are the details:
Account Number: [protected]
Payment Number: P[protected]
Date of Payment: [protected]:03:21
Transaction Reference number: [protected]

I went ahead with ACT after they mentioned that they have connectivity in my area. Now every day two people claiming to be ACT technician comes with a cable to home claiming to setup. They disappear saying they are trying to find the junction box. Even after numerous attempts, I could not reach their customer care numbers (+91-[protected]; +91-[protected]). I wrote two emails to helpdesk.[protected]@actcorp.in, one email to nodalofficer.[protected]@actcorp.in, and one to appellate.[protected]@actcorp.in. None of them has responded.

I am throughly disappointed with ACT Fibernet. I would like them to refund me asap.

From 2.5 days i.e from 15th june 2019 to today 17th jun 2019 my internet was not working and the customer care executive told me that complaint will be resolved on 16th jun 2019, and i got the message regarding this, when i call to act call center no executive was lifting my call, i waited for 20 minutes for two calls and i am very much wexed with act bad services. Please help me in this issue.

I had opted for Act Beam fibernet broadband, for which the total amount towards installation charges and for broadboad in the month of March. They failed to provide broadband connection and told that they were unable to provide internet connection and will refund back money to me. After lot of calls and mails my amount didnt get refunded till now. I would request you take action against this. Attaching the mails regarding the same

Act internet is not working for me from past 3 days, i have raised the issue via app and customer care centre (Which i was lucky to get connected after several attempts). No update has been provided/shared executive contact who can assist on my service request and i tried to contact Nodal customer care number which is as worst as customer care no, always busy, or get disconnected after few minutes. I have emailed my concern to support team looping nodal and appellate but got no response from team. Moreover i have been using ACT yearly service for 10 yrs now and service worsening since last year. Unfortunately completed my payment for this year and would like to get my payment refunded and discontinue the ACT service.

My internet has stopped working from the 15th of april where as ive paid till the 30th.Repeated calls to customer service no one takes action.The staff is only interested in new connections.Not bothered to hold old customers.Have been trying to complain through the app but even that dint help.They called me for new connection.After telling them my problem they tell me that they are connecting me to the service team they conveniently hang up .As there is total silence before hanging up.The customer lines are constantly busy.One person name Ananth kumar calls every day .By the time i pickup the line disconnects.when i call back immediately he refuses to pick up.How do i contact ACT

My Bill is supposed to be Rs.1131, Whereas they sent me a bill of Rs.1232. That was long before the due date, So it can't be the late fees.
I sent them multiple emails about this & They chose not to respond. I sent mail to Nodal officer & Appellate officer, Still I didn't get a reply. Now my internet connection is suspended because of non-payment.
Please help me with this.

I'm using Act Fibernet more than 5 Years, Every time I'm facing the same issue. I called customer care they said it will resolve within 24 hours, But its been 60 hours still I'm facing the same problem. This month I'm facing this type of issue almost 4 times, now I decided to disconnect my connection, I will go for another better internet provider. I don't want to continue can you please disconnect my connection as soon as possible.

The worst customer service. My interest is not working from 9 days and no response. When I call customer care they say u have raised complaint now what is the issue. When I told 9 days is too much for a issue, the agent who took the call says " u have resorted the this thrice" seriously is this how the customer are treated. N there is no no way to see status of ticket, except it says inprogress from 9 days.

I have been facing regular service outtages for 3 to 4 days every 3 months. Let me make it clear that i unfortunately have only ACT providing internet at my home and the only other option is bsnl.

I also know the problem is a reliable network switch which is used to feed 4 or 5 connections in one area. This switch needs replacement every 2-3 months due to damage or wear off. i already gave the solution to position the switch at my residence and i m ready to pay the expenses - however that has fallen to deaf ears.

This pattern has been repeated in the last 2.5 years roughly - 10 times in that period [THIS IS INDIA HENCE I UNDERSTAND CUSTOMER SERVICE AND SERVICE LEVEL DEADLINES ARE STILL NOT UNDERSTOOD WELL BUT 10 TIMES IS BEING VERY PATIENT ]

Now lets get to the REAL PROBLEM (Summary and elaboration of reasons are given below)

- NO RELIABLE CALL CENTER OR SERVICE DESK
-- All phone numbers listed dont work except a few which are always busy. We never get through the queue - in fact one engineer whom i got hold off said that please come to the zonal center to register a manual complaint - done that too but problem did not get resolved for another 2 days.

- SUPPORT TICKET ON APP IS OF NO USE
-- They will keep opening new tickets in the system with new ETA for resolution for each sub-department to keep on buying time ( like service desk has one day to resolve then new ticket is opened by service desk for field team, then the ground/wiring team has another new ticket --- you can see this for your self if you see the support section in app)

- ACT FIBERNET GIVES ZERO IMPORTANCE TO SERVICE LEVEL AGREEMENTS
-- So one ticket has a "expected resolution" of today - then next team will give it tomorrow - third team will give this resolution time to be day after tomorrow.

Basically there is no one date or 48 hours for "Expected resolution" - it can be a week or even more since they are taking full advantage of opening how many ever tickets they want and extending resolution time.

- ACT GIVES ZERO CUSTOMER SERVICE EXPERIENCE
-- The service desk says on the ticket that they dont know how to resolve this issue since my router is on and wiring is intact hence they will open a ticket for ground team. Same answer from zonal team whom i visited personally .

Even though as a customer i dont need to know which team does what - thats still fine.

Ground/field engineer said no power in switch (which i reported first) - but they dont know how to get power to switch (well i told them that please install at my house but thats that) . He opened new ticket with network team and left it. Its the 5th day.

i think there is a genuine lack of motivation OR high delays because they are not afraid of any customer feedback - they simply do not care about customer feedback.

UNAVAILABILITY OF A ESCALATION
--- I have used Airtel and Hathway and even though they dont have the best speeds(due to overhead cables) they indeed take customer service seriously. They have a service desk which can escalate or you can do it hrough the app itself.

There are responsible Nodal and Appelate officers who are not afraid to give out their numbers on the site or via service desk.

IN CASE OF ACT - WE DONT HAVE AN IDEA HOW TO ESCALATE ?? No one picks up calls and there are distribution lists DL's like helpdesk.[protected]@actcorp.in which just have automated acknowledgements and thats it - no more response.

I would like to get my existing broadband connection closed, I tried reaching ACT via customer care/ email/ chat service/ and even through app but was not successful. Since I am shifting to a relatively small town where there is no ACT services and not possible to shift the connection to there, I am requesting you to close the connection.

My account no[protected]...

I am using Act fiber broad band from past 6 months. Had faced connection issues multiple times, customer care guys mentioned that it was junction box issue and used to resolve within a day. This time after paying bill for the next six months same connection issue had started yesterday around 6pm, when we tried to reach 24X7 customer care always getting line was busy. After 3 hrs struggle we got connected to customer care but was waiting to connect to their executive for more than 30 mins. They responded back saying issue will be resolved by today 9pm. Today also repeated same issue when we tried to reach out customer care. Seriously fed up with all these n really want to escalate this but no clue to whom. Kindly let me know if anyone know the further process to escalate regarding this.

Hi,

This complaint is regrading my ACT digital TV connection, Acoount ID 11092581

I am requesting for the invoice details for the about account from past 5 weeks. I have emailed to ACT, the nodal office at-least 10-12 times & raised the complaint on phone help line also. Complaint no being [protected].

I am still awaiting details, how do you expect us to make payment when you are not ready to disclose the bill details even after repeated requests/reminders .

I also I am not getting a single sports channel even though I have subscribed & paid for the same from January.

The response from your executive is also pathetic.

Surprisingly the internet works for first 10 days of the month (when bill is needed to be paid)
Once Billed is paid Magically the internet connection is lost No matter how much Love conversation you have with Customer Care, All useless and wast of time, TILL the next billing cycle comes and so dose the internet connection.

Ticket No :- SR[protected] in pending resolution for past 4 Days, Customer care says “Will be resolved within 24 hours” for the past 96 hours.

Any idea when this can be resolved if at all possible??

Asked for disconnection on 22nd of april 2019, they delayed it till 12th of may, 2019 and cancelled my services citing non-feasible area. They want me to pay for services till 12th of may. I have not used the services since 30th of april 2019. Sent numerous emails, no response at all. Called multiple times, they promise to waive off the bill but the back-end guy rejects it without looking in to their database that i have not used even 1kb of data since 30th of april 2019. The phone numbers are bogus and most of the time busy (can you believe it, it says busy when u call them).