ACT Fibernet Complaints & Reviews

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).

I was moving to a new location (from Puttenahalli to Kanakpura Road Thalagattapura), so I confirmed that ACT has feasibility in that area. They confirmed that it's available, so I put in a shifting request and moved to that area. Since then it has been more than 10 days, and they didn't respond at all. They don't answer their "24x7" Helpline (both numbers), and I will just have to listen to their callertune for 10 minutes, after which THEY DISCONNECT THE CALL.
Yesterday I finally got a call, and they said that service is not available in that area. This is after I already confirmed that they have service.
They the lady on the phone said that she will check and get back to me within half an hour. It's been a day and they still didn't get back to me.
This is the worst customer service ever and they are a fraud. They don't care about their existing customers and only try to get new customers

Well, don't know where to start from, I stay in a building which has a common connection of ACT and Airtel, unfortunately act doesn't seem to work every 15 days, they keep saying there is some switch problem!! And they do not replace it. The person will come restart it and it works again. The guy says don't raise a complaint just message me I will come and repair. I have raised a complaint and so have others who stay in the building close to about 3 days back, and suprisingly I got a message that my problem will be fixed by next day 5 pm, as usual false commitments from them, still doesn't work, no one answers, if you call the custoner service they say we will escalate your issue. Who do you escalate it to??? Your friends?? Seriously frustrated with the service and shifting to Airtel due to this. Act doesn't even care to ensure the service is restored or not, they just take your money and provide no internet, scam company.

For new internet connection, I have paid the amount 3550 for 6 months package to ACT Fibernet sales executive.
Installation has not been done after 15 days of the payment.
The sales executive is not picking the call and no response after the payment.
Customer care, Nodal Executive or any other person is available on the contact numbers they specified on the website.

I am really frustrated with Act-Fibernet policy that "first payment then only the connection", its really a horrible and disgusting policy.

The Act Fibernet should be taken or payment should be done only when the connection has established successfully.

Hello ACT

It has been a troublesome journey with ACT in the past few months now. I had raised multiple tickets in the last 2-3 months and yet the issue still persists. Everytime I call the customer services to discuss about this, they simply state that the issue would be resolved within 24 hours. I call your CS department only after the ETA that is mentioned in the notification I receive post raising a ticket.

Very recently I had called and I wanted to cancel the connection as I had faced the same issue again. The only response that I got from your CS department was that they would ensure that this issue would not occur again and if it does, they will cancel the connection.

On June 11 late night I had raised a ticket and I got a message stating that the issue would be resolved by June 12 9pm. I got a call yesterday (morning) i.e. June 12th from your technical team housed in Banjara Hills. The person who called me told that a technician would come to my house by 5:30pm and resolve the issue. I waited patiently but in vain.

I posted a message on FB too on your page (ACT Fibernet) and no one bothered to respond there either.
Today morning one technician had arrived and checked everything possible but could not find the root cause. He asked for a laptop which I didn't have unfortunately. However, as a technician, it is expected that he carries a laptop of his own too. Coming the issue, he mentioned that the box is fine and he suspected that there could be an issue with the router. My question to him was, if that was the case, then why are the people in the same apartment not able to access internet? He didn't have an answer to that.

Your team was known for providing world class experience to their customers but now you seem to be more like a sinking ship. Wake up before you disappear as there are many competitors in the market. Hello...

BTW, the phone numbers mentioned in the message I received from your technical team does not work either. Now you can imagine to what levels your company has gone down to.

Regards,

Vinay

Id[protected]
I want to disconnect act fibernet account as i am shifting my location

I called customer care but they are not responding. Every time i call the call is not being connected to any executive. I have already through act mobile aap for disconnection as I am shifting to kolkata on 15.06.2019. The request no. Is SR[protected].
Further I have already surrendered the registered mobile number. please act terminate my account.

Regards
Satyapriya pradhan

I have been requesting ACT to remove the junction box from my house. Also as of this month, I have also decided to terminate my ACT connection. I have raised 3 cases (earliest being on Oct 2018), and made more than 30 calls with no response whatsoever. I have also mailed every contact mentioned in their FAQ -
nodalofficer.[protected]@actcorp.in,
helpdesk.[protected]@actcorp.in and
appellate.[protected]@actcorp.in and no action has been taken. 8 months of delay in servicing a request is unacceptable and also not responding to calls/mails is worst consumer service. Please help in resolving this issue.

I would like to disconnect internet services with immediate effect. Not getting any response from support team on this.

There is no option in the App to request for disconnection/nor response from customer support team.

Will not pay any late fees for lack of response from ACT support team

Email to the nodal officer ID also did not get delivered.

Dear Sir,

This is to highlight and bring your notice for getting refund on unauthorised charges to my account since July 2018 to till date, I have sent couple of emails regarding this but no response from your side, i am attaching the emails for your reference.

This is regard to Sony Live - which was requested immediate deactivate with Sony but after this request also the charges charged to my account.

Please look into this matter and get my money back as soon as possible to my account.
Thanks and Regards

Seetha

[protected]

ACCOUNT No :[protected]

I have raised shifting request 13 days ago and still there is no response from your side. Can you please tell me why is your team so CARELESS. Your team that handles shifting requests is UTTER USELESS.

Account Number is[protected]
Ticket details for your reference
Ticket No:SR[protected]

I haven't even received any call from your end and those helpline numbers are TRASH. Never ever connects and are always busy.

Please refund my money and I DO NOT wish to continue as your customer.

I have paid for a new installation on 3/6/2019.. And I was told I will get a connection the next day, till today nobody has called or visited the residence for connection, I am in urgent need of the connection, and I was given wrong information that I will get the connection the very next day... If this is the case, kindly give me a compensation and return back my money. person Venkat subbiah([protected]) has taken the payment.Please react to this message on urgent basis as I will atleast get a connection from other broadbands.

Worst service, nobody is responding from past 1and an half week, I have mailed the nodal office and act support and nobody is even responding


Name : Fredrick murray
Registered number - [protected]
A/c no :[protected]