ACT Fibernet Complaints & Reviews

Hi team,

In september i asked act team to disconnect my broadband before 10days of last payment day in october. They said they will disconnect on last day and after that i took new broadband connection from another vendor and continuing it. After 1 month they started asking me to pay rs 386/- as broadband connection is open till 20-oct... Actual disconnection happened on 14-oct itself. I moved out the cables of act on 14-oct...

Hi,
Application number: 636124

I showed interest to have a act internet connection in the house that i newly rented this month (In kaggadaspura main road, bangalore, on 3rd february) and have not received the connection till today (. E., 20th feb, 2018) they took 6 months advance payment of rs 7, 427 (Online payment for which i have receipts). I had told them clearly that i needed it for work purposes and needed it to be done as soon as possible and was assured for a connection in 3 working days when i did not hear from them for somedays on any update (3 to 4 working days), i called the customer service and they said in 3 working days i would have my connection and from that day, i kept following up every third day to check for the status. I raised 3 to 4 complaints, wrote an email, but no one helped. Everybody give me different answers making me wait longer. After 1.5 weeks when i called, i was told that a connection may not be possible in my place and they need time! I immediately wrote an email and was assured for action in 48 hours. After 48 hours, i. E last saturday 18th feb, someone from act came to my rented house and fit the box to help the connection. I had to take special permission from my owners since they had to drill holes in the wall. I was assured that the internet connection guy would call me in half an hour for the connection. No one called me for two days. Today, (I. E, 20th feb) only when i called to followup, i was bluntly told that the connection would not be possible since their team confirmed some server issue to route the connection and a it may not happen for upto another 15 days to one month to get a connection. When i asked for a refund, i was told i would have to wait for another 15 days to get it! Infact, there were people laughing at my plight from the representatives side.

A check for connection feasibility should have taken place before they took my application or while they took it. Not after 2 weeks of applying and paying for it.!

For proof of follow up, please find below the complaint numbers from act (They did not send this every time i called again, only sometimes)

1) ticket no: [protected]
2) ticket no: [protected]
3) ticket no: [protected]
4) ticket no: [protected]
5) ticket no: [protected]

Not just was i given wrong promises and assurances every time i followed up, i was put through a very inconvenient wait and pressure. If my owners ask me to reimburse for the holes on the wall due the useless box since as per the representatives it is not feasible to give a connection in my address which they realized after two weeks and after making me pay six months advance), i do not know what to tell. This is no fault of mine and is caused my absolute bad service, false promise and the negligence of act fibernet.

Action needs to be taken against people to take money and refuse give the service! Do let me know for anything else that you may need to process this complaint. (I have the application form and the payment receipt from act-unable to attach)

Username : alagarsamy k
Account id : [protected]
Email id : [protected]@gmail.com

I want to disconnect my act act internet connection, but i couldn't reach any of the customer services since lines always seems to be busy or out of reach.
Please disconnect my act net connection and do not renew and packs without my concern.

Act fibernet has called me and updated that they have a better plan for continuing the services, as 6 (Pay) + 1 (Free) and date of payment was 14-feb-2018, but till today complaint number [protected] was not resolved, even nodal request number was generated ticket#[protected]] [ticket#[protected], but still no response. Please help me for the same.

Hi,

I am having the connection from act. To connect to a server remotely, which i have been doing past year, the act blocked the connection recently. On contacting the support team, i am told that, unless a static ip is purchased the connection to the particular server cant be released.

Very unethical practice to cross-sell. This is not the first time i have faced this issue from act, earlier under different connection at different place too, the same behavior.

Very weird responses from act:

1. Enable the wan access on the router, then we can connect to the server; god knows how this kinda tricks of hacking be trained to them
2. Purchase a static ip, then the server can be accessed.

I feel for such stupid practice of being unfare to the citizens, the trai must impose heavy penalty so taht they dont repeat the similar mistake.

This is one the worst Broadband companies when it comes to the Customer service. I had taken 2 connections, one for home and one for office. I was facing speed issues with office connection. I raised so many complaints but the issue was not resolved. I got frustrated with the service and requested to close both the connections before it's renewal date (Aug 2017). Still these stupid people kept the connection active and started sending me bills for following months. In the Nov 2017, I got the call from customer service and the representative said "we are waiving off your outstanding and there will Free data with no re-connection charges".

Connection was reactivated on 13th Nov 2017 with offer of 500GB data and waiver of previous charges.
1) I had requested for ACT Swift plan but higher plan was activated
2) Technician came to my place for re-connection on 21 Nov 2017
3) Again I spoke to customer care and requested for ACT Swift plan
4) My connection was deactivated on 25 Nov 2017 for non payment, saying overdue amount 1923.51

I had sent several emails to customer care for this. Last reply was on 18 Dec 2017.

"Dear Mr Sagar Kanase,

Greetings from ACT

We have forwarded your complaint to our concerned team and same will be check & update.

Regards
Team ACT"
[protected][protected][protected][protected]--
Connection is de-active, issue is not resolved till date and they are sending me the bill for Feb 2018.

Do they just want to rip-off customers?
What is the use of providing customer service email, if it is not being addressed? Just for formality?

This is to bring the worst customer service by ACT fibernet in resolving issue.

This is regarding the ticket no. [protected] which is raised for internet connection issues from 28-Jan-2018 onwards. This is really sad to see ACT is not able to provide solution for almost 9 days till now. Not sure for how many days this issue will prolong. First 3days when issue started, it belonged to junction box installation which is delayed. After 3days even the box is installed the internet connection is worst with download 0.05 MBPS. Then I called customer care many times, they simply raise a ticket and to my surprise the ticket will be closed saying the issue is resolved. When I asked Customer care, they said back-end team worked and fixed the issue with is not true. They are lying.

Yesterday (on 4feb2018) one of ACT technician finally visited my home after 8 days of compliant. He did all jugglery work initially to blame my laptops/mobiles for not having connection. But he failed to prove it and told me that the root cause is regarding the junction box which is far from my location. I dont know whether he is correct or not. But if this is true, then it is clear example that ACT so called back-end team is not checking properly. The ticket is closed many times stating that the issue is fixed from back-end team. Now I came to know that back-end team is not working properly after ACt technician confirmed the issue with junction box. Then today (5feb2018) another ACT technician came home 9th day of issue. He also did all useless checks with my laptop and cables and could not fix the problem.

There is no action taken on this issue till now and its been 9 days today that issue has not resolved. Is this the way you ACT guys work? Is it ethical even after paying amount, you guys are not at all bothered about resolving issues. This shows your poor efficiency. Your ACT team is more concentrated only on money to get maximum number of connections, but not on issue resolution. You give damn for customer issue resolution. I sent mails to ACT nodal officer, appellate officer also on this issue, but they never responded. This completely looting money from people. Since no customer files any case or FIR, ACT kind of people does not care anything. They are least bothered since it does not create them any legal problems. All por work in customer issue resoltuion...useless customer care people and waste technicians and so called invisible back-end stupid team.

I had 15 days new born baby with me. Hope everyone knows how critical work from home during this time to look after any emergencies for new born baby and mother. Since there is no internet connection, I am not able to work from home and I have to run from office to home whenever my baby is not well or any emergency. Can you see the pain I am facing?

Hello act team,

As you may know. I was a customer of act until december. I had to disconnect act service because of internet service was down from 16th december 2017.

As a result, i expect you kindly refund the difference in amount rs. 1216.96 /-

In reference to complaint :

Dear subscriber,
We have received a repeat call on the existing ticket.
Ticket no : [protected]
Ticket category :broadband-complaints
Ticket date: 16-dec-17
We will expedite resolution
Regards,
-act fibernet.

Below is the breakup :

Total number of days in december 2017: 31

Considering rs 2358 for 31 days is rs 76.06 / day.

31 - 15 (Till dec 15 i had internet connectivity) = 16

So, 16 * 76.06 = rupee 1216.96

1) even ur feedback email id from ur official app doesn't work
2) if i pay bill one day late you charge extra ₹ 25 fup doesn't reset after 1st but speeds get slow instantly after complete data is consumed
Proof is attached i would like to get and explanation for that
So unethical
Ur service is so poor
I will file a case in consumer court if you don't take any action

I called up act on jan 8th 2018 to install fibernet in our home. They were super enthusiastic about signing the contract. I told them i'll be free only after 5pm on jan 9th 2018 because of my work. Despite this, they called me 4 times the next day in the morning saying they wanted to come immediately and sign the contract. I obviously could not leave my workplace!
I signed the contract and made a payment for 1 year. They told me that they would arrive in 3-4 days. Till jan 21st 2018, they haven't arrived and are not bothered to set it up. Having repeatedly called the customer care, they keep telling me "we will investigate the matter". Nothing has been done, so much enthusiasm in taking your money but aren't bothered a single bit to set it up! Pathetic!

Paid 7427 for 6M + 1M free (ACT blaze) connection but in the system they marked it as 6M + wifi router. After 5 months 10 days, ACT fibernet de activated my connection, had to call up the customer care and explain them...the issue was taken care temporarily and again de activated my connection just 3 days before 6 months... Though i had opted for 6M + 1M free connection, i was never provided the 1 month free option and its more than 12 days, my connection is de activated still no action is being taken.

Every time i call up customer care 3 to 4 times daily and have to explain each person the entire history, they just activate it for few hours and it again disconnected for 4 to 5 days...

ACT fibernet cheated us, never provided the 1 month extension due to wrong updation... In case if they had updated as "6M + free wifi router", so where is the wifi router ???? No wifi router also was provided...

After submitting a complaint we have to wait for 72 hours...and still it does not get resolved... ACT has to reimburse my 1 month subscription amount or at least provide me the wifi router...

Mailed nodal officer and other authorities also, but still no reply... Is this not called exploitation... I would like to take this legally...

Hi,
My reg mobile no:[protected], i am a customer of act broadband. I am on a 100gb plan with 10mbps.in the month of december my 100gb got completed with in 20days with very limited downloading. Post that i have opted for 25gb extra that got completed in 3 to 5 days. The data usage details provided by act on their app is completely questionable. I suspect that they are adding fake usage to my account. I’ve been talking to the customercare personnel but even they are not of any help.

Hi,

I have been holding internet service connection with beam actcorp and payed for 6months package rs 4111/- on 1st nov 2017, due to hub issue i have requested for removal of my connection ticket#[protected] on november 17th 2017 (Used net for 15 days), and shared my bank details with fund/billing team of service provider on 21st nov 2017. Refund is not provided by service provider even though its been 36 days connect is disconnected even though is escalated to their escalation team. Still i am getting calls saying it is in progress and will take 5days more. This is the 3rd time they are extending saying that it is in-process. And pending for branch manager.

Ticket # [protected]
Beam contact# [protected]
Desirable resolution: refund of amount asap.

Please let me know what to do.

I'm able to open the portal page but not able to sign in. It says "unable to sign in. Please contact customer care". This is definitely not a network issue. I am able to see the portal page. So, all your switches are working fine. No cable damage as well. Being a computer science engineer, i can confidently say that this is a pure back-end issue. And as a company that claims to have the best network, you really need 24 hours to look into this? Blocking our regular work for 24 hours? Do you think that is quality service?

Worst sales guys and worst customer care agents in act. The sales guy didn’t bother to inform about the requirements apart from router to be arranged on own and telling its feasible for connection. Considering the details shared by them i agreed to pay installation cost and monthly rental cost. He collected the money and told it will be activated soon after cabling work in 2 days. And on 6th day from requested date, i am hearing all non sense that they will be installing a box at my place which will also be used to connect to other users and will need electricity from my place. They are ready to pay for that well i think they should inform prior collecting money if this is the pathetic adjustment which they can do best. Now i have been forced to go with above option or to take another box which can avoid this and hav to pay act around 2k again. When spoken to sales people again they told that these are the available options for new connection. Which they didn’t bother to discuss if we are ok with such options before collecting money.

They don’t bother if the customer is been treated bad also. So, if anyone request for refund after this 7 days of worst experience than they want us to wait for 2-3 weeks again to get money back.

Among the 7-8 people i have interacted none of them have customer centric attitude. Would suggest all know people around me to avoid going through this bad experience to avail plan benefits and can happily go ahead with different service providers like airtel.

Act tell your customer in advance about your accurate feasibility study as above and also ask your sales people to inform all details to customer on various boxes, ports etc etc etc

Can’t wait to get through this now...

Customer number :[protected]

Just this month we had 15 days of complete outage of act fibrenet connection. I work from home depending on this connection and my children heavily depend on this connection for their college work. Act behaved rudely at every stage and they sent 5-10 people to my house. Even after giving permission to install the box at my independent house, they kept taking time sending different person every time, nobody takes ownership and there is no way to escalate. Everybody in act supports each other and threaten me to quit the connection but they will take their own time to fix it. After 15 days of torture, discussions, arguments, and 4 days of leave to my work, they finally installed the box in neighbor's house. Act customer service representative told me to cancel anytime and they will return the unused money. I have paid annual membership. Right after they installed the box and enabled internet access, the connection again went down 2nd day and they took more than 48 hours to fix it again telling that their engineer made a mistake in connection.

We again lost connection yesterday and when i called act to cancel my membership and return the unused money, they kept changing rules now telling that nothing will be returned. I just paid rs.14, 500/- approx for annual membership 2 days back and they expect me to lose everything, but they dont care about the service availability, quality and customer service.

I request this forum to help me cancel and get me full refund of the money. I also need act to compensate my 4 days of leave and compensate for the torture the whole family went through.

Act has now started cheating with their customers by showing more data usage then actually what is used. They are showing that in last 3 days (12th, 13th & 14th that is today) i have used approximately 40gb data using is impossible and very unacceptable. This way if you trick your customers you will go nowhere. Yesterday when i was the only one using facebook at midnight at home still my data consumption was 8 gb. Impossible. Very poor act. Either this is some technical error which you should clarify immediately or else this is new trick to dupe your own faithful and valuable customer. I want resolution of this immediately. You cannot cheat your customers like this.
Customer - tapabrata majumder
Act user id[protected]

I have raised a request on nov 10th with the below mentioned. But still it's not solved and they contacted only few days and go and says it's customer duty to follow up with upstream provider as update by their customer care executive mr. Prabhu.

Dear act support,

I'm unable to telnet to 12.0.1.28 (Route-server. Cbbtier3. Att.net) from act broadband [whcih is free route server for finding the bgp route advertisements, tracpath etc ]. Please look into this and update on priority, i have verified it with direct connection as well as wi-fi router.

Regards,
Mahesh. V
Mobile:[protected]

I have applied for a new act fibernet connection on 24th november 2017.
As it so happens the procedure to apply for a new connection in act is to make a payment upfront for the 1st month and the installation charges.in total i had to make a payment of rs 1888/- on the 24th nov.

City name: bangalore
Account no:[protected]
Contact number: [protected]

I was promised that the service would be provided within 5 days of applying for it.
While i am writing (6th dec) this complaint its been 12 days since then. I still have not received my connection.

I have had to call and follow up with them on a daily basis, even despite that everyday the only assurances that i get is that somebody will call you the next day to look into it. However i dont get any calls within the 24 hours, when i call them i get the same response.

Whats more appalling is most of the times nobody picks up the customer care phone number. At times when they do pick up the only response i get is we will look into it within the next 24 hours and no response since then.

Even after writing to the bangalore nodal officer and the appellate authority, the only response i get is a generic automated email.

At this point i am really frustrated with their service and do not wish to continue any further down this path, because i can only imagine how their service will be once i get a connection (If by any chance i get a connection within a month or two i guess).

So i decided that i will ask them for a refund, as there's no point in pleading for their service being "customers'.
Its been 2 days since asking for a refund, i still have not got any acknowledgment from act.
This is completely shocking and appalling.

Whats even more surprising is that, when i go through consumer forum there are a lot of similar complaints against act. Somebody needs to hold act accountable for their actions else they will continue fleecing customers.

Thanks

Regards
Bhavish

I took act broadband connection in tirupati and the service is very bad, always connection problems, no proper response and updates from customer service, they are not resolving the connection problem with in resolution time, kindly please look into the issue and take necessary action against them so that others would not face this type of problems from this organisation... Thank you