ACT Fibernet Complaints & Reviews

Hi,

I am Rudra Prakash, ACT Fibernet Account[protected], user id : 11940622

I made frequent talks to the ACT customer service (in Dec'16) for my previous cycle (Apr'16 to Dec'16) and requested to disconnect the connection once the subscription is completed (6 months + 1 month free).

Without any intimation, they have turned the 6 months plan to 1 month plan and sent a mail/message to pay the one month due for Jan'17.

I again called ACT customer service, ACT representatives promised to pay 6 months subscription fee and the bill generated for Jan'17 will be forfeited from the subscription (Rs 5994 payed for 6 months + 1 month free on 23rd Jan'17). Please see the attached proof of the bill payment.

Now, from the past one week, ACT sent continuous messages that the service will be disconnected and today it is disconnected.

I called the customer service and today the connection again reestablished at 8pm, 21/02/2017.

My question are ...

1. Why ACT not having a common communication within the representatives.
2. Dont they have any discipline to follow the request raised by the customer. (I asked to stop the connection after my initial subscription is completed, but they didnt, changed from 6 months to 1 month subscription without any intimation).
3. Why ACT asking me to pay the bill of Feb'17 as I am already in new subscription plan (6 months + 1 month free).
4. Customer representative doesn't know what are all the plans showing in the app.
5. Why cannot ACT maintain a toll free number, where their representatives are always busy and wasting our hard earning money to reach every time to ACT. Holding the call for many minutes.
6. ACT will pay the money for today's disconnection fee (21/02/2017)???

Thanks,
Rudra Prakash. S.
[protected]

My name is jayaseelan i am a resident of west tambaram, chennai. I subscribed to a new act connection on thursday16th feb 2017 (New account connection id:[protected].
The connection was working 2 days only (Thursday and friday) after that connection not working. I informed customer care many times whenever call them they simply told "please unplug the cable and put it again" over 30 times per day i tried but not connected. 4 days gone till no one response the connection problem. Very very very worst service act. Please, no one buy act. Plan to deactivate the connection.

This has never happened to me before while i was in airtel or tata docomo.
in ACT we dont do any thing not even youtube i am exceeding 100 Gb in 20 days . I definitely suspect a Foul play. My modem is MAC filter enabled and unless i enter the MAC address manually people cannot access my network.
So some hacker stealing my internet is impossible and their usage stats is not reliable.

I have opted for new broadband connectiob on 31st jan 2017. On 1st feb 2017 one of the act member visited my house and i paid 1600 for 1 month connection. I got connection setup on 8th feb 2017. I was able to use that service for only 2 hours. After that i called customer care, they took 48 hours + 48 hours+ 48 hours + 24 hours to fix my issue. But finally there is no resolution has been made to fix my issue. I want my money refunded and please disconnect my internet connection since it is useless. You people wasted lot of time. Worst customer service i have ever experienced in my life. If you want my detais drop an email to [protected]@gmail.com

Hi Team,

I am facing Network connectivity issue for the last 6 days (11th Feb-Present) and I have raised a complaint for it. But till now there is no action taken from your end. I have reached customer care about this issue and I got irritated from your customer support. I am facing this issue for the 3rd time and there is no proper communication from your end.
Today morning I reach out to the ACT service center office located in Pallikaranai, Chennai to check regarding my complaint but I got shocked by the response from the center. They are saying that they don't know the current status of the ticket and this will be handled only by the customer care and not by them. I don't know, this is how you will treat your customer.
I am upset with your customer support. I again called to the customer support for escalating it to the higher officials but center is not providing me proper information regarding the escalation procedure. I am fed up with the response and now I have decided to wind up your service and move to other service provider.
So please disconnect my service and provide me the waive off the amount for the last 6 days and provide me the final bill.

Network details,

Complaint No: [protected]
User Name: 11519978
Account No:[protected]

I have raised a request on 23rd of Jan to remove from the auto pay for the account and got the confirmation also.

even after that Feb 13 they have deducted again for 1206 amount and when I spoke with the customer care we will raise a request to remove from the auto pay but amount won't be refunded.

this is ridiculous service from the ACT and I never expect this type of issues from the ACT atleast.

Could you please reach me @ [protected] and resolve the issue ASAP.

ACT FIBER NET connection has never been stable since post vardah. Every week there has been a problem with the connection and it gets disconnected.
Despite the several complaints made, they do no prioritize them at all and tell us that it would be restored in 72 hours but take almost 2 weeks time . It is very essential that we need this service to be restored within 24 hours of complaint and that they would also insist us to pay our bill without even proper internet connection. this kind of disconnection has been happening a lot of times since vardah . so we would request you to take action against this complaint and would ask them to restore the internet connection as soon as possible.
connection is at Anna Nagar west, chennai-40.
user id[protected]

Hi!

My name is Fareed Ahmed Javeed. My registered mobile number is[protected]. My user id and account number is 10968597/[protected]. I have been ACT fibernet customer from past more than 18 months. From recent days i have been facing frequent issue of CX port down. The services provided by ACT fibernet Chennai customer care is really pathetic. It is taking them 6 days to resolve the issue. The chennai customer care service employees have very bad tone and attitude of speaking to customer. We can really judge the service of a company where the floor manager himself has very bad attititude. I am sure that MR. KUMAR S (FLOOR MANAGER) will surely help in reducing the issues in ACT as he will make sure that people are forced to quit ACT and look for better service provider. When any customer will talk to him, he/she will quit ACT. So invariably when the number of customers will reduce, the issues will reduce and MR.KUMAR S can sit relaxed. I have raised ticket on Thursday for CX port down issue but it has not yet been fixed yet.. Yes i was angry when i called because i have been following up from Friday morning but still issue is not resolved. Whenever i call, it takes 25 rs for a call as they always keep me waiting and also they always say that the ETA is tomorrow EOD. The Chennai customer care service is so bad that they never pick up calls. I guess they take the receiver and keep it on table so that no call is received. I have been experiencing it from past two months and that is why i have been reaching Bangalore team. I am not surprised to see this happening in Chennai customer care office after speaking to floor manager KUMAR .S. Very soon i am going to shift back my internet provider to Airtel. Chennai customer care service people put us on hold for a long time so that we get irritated and disconnect the call. On Feb 4th, Chennai customer care service was not at all reachable and that us why i had to call Bangalore number and get the nodal officer number and reach him. But still it made no use. My question is that when i dont have services for atleast 10 days in a month then why should i pay the bill for one month service? Also for a service why should i keep calling and following up being a customer. When you people dont value customer, then neither i value your service. I called in today as well for an update and the status is still same. They were asking for 48 hours ETA. Finally i have raised request to disconnect the service. I will now move to better broadband service provider. I know that this email will never reach concern team nor it matters to you guys of one customer has deactivated the ACT service. But i will make sure that i put up my experience in social media and blog about this for sure. I will try my level best to make my friends to avoid such pathetic service

Thanks & Regards
Fareed Ahmed Javeed

On 11th Dec 2016, I have subscribed to ACT Broadband and I paid the subscription amount Rs.1649 for User ID:[protected] on the same day. I almost waited more than 10 days and I haven’t received my broadband connection. Well, I do understand the problems faced by ACT Fibernet team in Chennai due to the natural disaster. And I was calling the Customer service team on daily basis. No response from them.

On 19th Dec 2016, From Chennai Helpdesk team, I have received an irresponsible reply saying that “We will activate your connection ASAP”. After 3 days on 22nd Dec 2016, I have received an ensured email saying that the connection will be activated before 31st December.

But nothing happened and remain silent till 4th Jan 2017. In the meantime, I kept calling the Customer support executives to get the status of my connection but none of them responded properly and reaching them over the phone is like doing impossible. All I was expected is a call from the team stating your connection will take so & so date and time or you'll get the connection on so and so date. But nothing happened and no one replied from the team.

Finally I got frustrated and I forwarded the conversation email I had to Chennai, Bangalore Helpdesk team & Nodal officers on 4th Jan 2017. And I requested them to stop activating my profile and line and I requested them to refund my subscription amount. On the same day, I have received an email from Appellate Authority of Chennai saying that “We would like to inform you that we have registered your request to refund your payment. Your request number is [protected]. As per the process maximum with in 20 days the refund will be initiated through DD.”

I posted my issue in ACT facebook page to let them know. They haven’t responded properly, Instead they have deleted all the posts which I have posted and they treated me very badly by giving some rude replies. Still I’m waiting for the refund and In the meantime on 4th Jan 2017, I spoke to one of their Sr. Customer support executive Mr.Venkatesh and he collected my Bank account details and ensured that he’ll resolve the issue by refunding the amount within 2 days. On the same day, I drafted them an email saying If the amount is not refunded within 2 days, I will file a complaint in Consumer court. Still I haven’t received the refund and they are not even bothered to send a reply for that email or not even a call regarding the refund request.

Customer ID[protected]

Our broadband service down from 3rd Feb .
Despite repeated complaints to all levels of ACT Chennai
ACT gives only standard reply of resolution in 48 hrs and closing complaints
without resolution.

Have raised issue with Nodal officer Chennai with no response or Communication

Such good tech but very badly supported. If issue persists
will have to look for other alternatives

Post Vardah cyclone, we had our ACT connection restored after 4 weeks. The internet was working for 2 weeks till Jan 21st after which it failed. We made a customer support call in which they mentioned it would be restored in 2 days. We called post 2 days and they said that it is a technical issue and would take another couple of days to restore it. We called after 2 days again and they said it would be restored tomorrow. They have been promising this till date and there is still no action taken. What is surprising is that the connectivity for all our neighborhood is still intact and working fine. They had even done a regular check up on those buildings during this time.
Since yesterday when we call customer support to enquire they have been hanging up on us repeatedly. Appalled at this kind of behavior.

I have made request to deactivate service and before deactivating i made full payment 2299 for the current month. However as i used fot only 13 days now my account shows a credit of 1409, which is caluculated as per pro rata basis so i requested them to refund the balance amount.
They say we dont have refund option.

But is this not malicious pratice being in service sector. How can we enforce they make sure they refund balance amount.
Here is ticket raised [protected]

I have raised a issue in this same forum, for some reason this issue was tagged as resolved and closed.

Re posting the same issue again.

I am using net connection from past 8 months, 10 days back got
disconnected, because of somebody box power disconnected, one week on wards
i am giving complaint to customer care, but after 10 days also there no
connection activated. Prolonging every tomorrow, tomorrow from that box
having 5 connections, i have suggested to them to take the connection-they
scolding me. Why this much big company, doing like this, practically after
giving complaint 24 hrs you want to rectify, but already 10 days completed,
my registered mobile number is [protected]-16 Jan i have given first
complaint- my complaint number-Ticket no: [protected](Dated: 16-Jan-2017) -
And today given complaint number Ticket Number: [protected] ( Dated:
[protected]...Still now not rectified, what we do- Can we suggest anybody
to take the ACT connection after facing the problem, can you suggest for
anybody-after suffered. I asked them to give me connection from near by
another box. They don't care about that.

--
*Thanks and Regards, *

*Sasee.K, Managing Director, *
*District President, *
*Print And Electronic Media, *
*For BHB SERVICES*, (* "Be Honest Business"*)

Konadayapalem Main Road,
Above Extreme Car Axis,
Nellore-524004.

*Cell:* [protected], [protected].
Office: [protected], [protected].

I bought a act Fibernet last month in my home singanallur.. They installed a box in my home and never told us any details that time...it started working..15 days later they came suddenly to My home and without our knowledge they started working on that box to give one more connection without even letting us know wat was it. We obejdcted meaning that we wanted to get it clarified as we were not told about this anypoint of time.. Now that person Mr.moorthy from act Fibernet has again come today inside our home and harassed my mother..telling he will make sure this connection will be discontinued .. We have paid advance rental plans...issue i s that this kind of customer harassment is highly unacceptable.. From act..Fibernet...

Hello ACT Fibernet,

I need a quick resolution for the issue I am facing since last 6 days.

1.I have raised ticket no. [protected] on 26th January 2017 to shift my connection.
2.On 27th January I got call from your customer care team that connection is feasible at new location.l was assured that someone will come on same day to collect address proof and shifting charges of rupees 500.
3. I have been following up since then, but there is no progress. I was told that within 7 days issue will be resolved.
4. Today 31st January is the 6th day and no one has approached till date.
5. I am loosing my work due to no connectivity. I need a quick resolution.

Thanks,
Sumit Kumar

I was using ACT for past 7 months. After the recent vardha cyclone their restoration work was very poor. I made close to 100 calls and sent constant emails. Every time they asked for 4 days but never made any effort to restore it. Finally after close to 50 days of no internet I called them and said please restore the connection on the deadline you have given or I have no other option but to surrender the connection. ACT without making any efforts to restore simply disconnected my connection. I'm deeply saddened by their approach and feel cheated by ACT for making false promises and making me wait for 50 days. I know my request you to look into this issue and get me fair compensation for all the troubles I have suffered because of them. My customer ID is: 11818441
Thank you
Narasimhan Ramanujam

This is happening every month and now we are fed up. I reset the FUP and got 30 GB flexybytes this month. But in matter of 4.5 days.. it was exhausted. This is impossible as 3 out of the 4 days were weekdays. Maximum 2 people can exhaust 2-3 GB MAX MAX in a day on a weekday. You guys are surely cheating. We have had enough and after this month I am cancelling the plan and opting for some other Broadband.

Go to hell ACT. Bloody cheaters.

I have taken connection in month of November. I taken plan of 40 gb with 10mbps speed. My usage is very less and i have another broadband connection with 30 GB in my office (You Broadband) in which data left every.
This Act broadband is showing wrong Data usage. My usage is very less and its telling data completed. It is showing fake data usage.

Account number is[protected]

I have never seen such poor service as ACT. My connection is yet to be restored after Cyclone Varadah. I understand it was a natural calamity and hence waited patiently for a month. After that we keeping going to their office in person to complain. Every time they keep stating it will be resolved in 48 hrs but that 48 hrs never came yet. 5 times they kept giving dates that was never met. I made two more relatives install ACT and now all o[censored]s are in trouble. This is the first time I am facing such poor service. No one responds and even if you force them to respond, they make commitments that they can never meet. It is during crisis that the real nature / preparedness of a team can be assessed. From that standpoint ACT has scored -ve ratings. Every other service provider was up within a week and ACT is struggling even after two months. This shows their infrastructure.

I stay in Adyar area, since 12 Dec, it went down, and I am following with ACT customer care.They given dates of 24hrs, 48hrs, 23rd Dec, 28th Dec, 3rd Jan, 10th Jan, 15th Jan, 25th Jan, and still no progress and update to resolve and fix.Now customer telling about 30th Jan to fix which also I doubt...Escalated to their team and spend so much time in calling and mailing them with no luck..48 days internet is out and not sure when it will come..I am stuck now by paying 6 month advance and seeing poor services from ACT.. Is there any regulatory authority who can review and help this company to resolve my issue..
And probabaly I will promise and recommend folks never to take this and if someone's having it, switch to other reliable providers asap, all other internet providers are working in my area since last month except ACT.I do not think any refund can come from this improperly managed company help desk.so Will need to wait if they really fixing my problem this week.