ACT Fibernet Complaints & Reviews

Account ID - 1159420

I had a good six months with ACT subscription. I have a 100 GB Lightning plan since November and this got over within 20 days. I had to reset my FUP for the next 10 days and paid approx Rs. 500 for around 34 GB and this was over within three-four days.

There is no chance that 134 GB would have been used from my connection within 24 days. I tried calling your customer care to no avail last week and dropped a mail as well to helpdesk.chn. No response still.

Today being the first day of the month, at around 10 AM, I see that 1.22 GB has been used from my connection. My modem is locked through MAC address and hence no other person would be able to use my modem apart from the devices in my home.

I would request ACT to look into this issue. If this goes on for one more month, I have to assume that ACT is scamming me and would be left with no other option but to switch to a more reliable competitor.

FUP status abnormally high, shows 20GB when only 7 GB was used, raised complaint (#?), called several times, spoke to the following customer service reps. I have been paying up for an extension of FUP since October 29th as I work from home too and I need the connectivity. Bhavik - Day1 Vinay - Day 2, Says '24 hrs' means '24 working hours' - (I can only laugh at the quality department of the very mediocre customer service provider act has) Sumit - Day3 And Mr.Vijay - Must mention called the next day and informed us that he was working towards resolving the issue. Baby step towards what real customer service, however, would work if he kept up his good work...didnt follow up after that...

Hello, I have been using ACT Fibernet internet connection since 2 years but for the last 2 months the data usage is showing very abnormal behavior. I have used not even 15 GB of data for the month of November, 2015 but Act Fiber net portal is showing as 52 GB of data used. I have raised a complaint(Complaint number :[protected]) with Act customer care about a week ago. But no one respond and takes responsibility. They are simply making me wait till the month end, so that data usage resets automatically. They are cheating by wrongly calculating data. I have escalated the issue to Bangalore Nodal officer, but even he/she didn't solving the issue. Please take some serious action against this Act Fibernet.

I want to raise a relocation request for which I'm trying to contact ACT Broadband customer care for the past one and half week on[protected]. The number is either busy or after connecting successfully no customer exec joins the call. I have tried dialing this number from ACT's own office itself and the result was same. I have also dropped a mail but there seems to be no other response from ACT except an acknowledgement.

I’m the user of fraud act broadband, chennai. They are the no. 1 fraud and if you call for a new connection, they will come within 1hours like a dog searching for a bone. But once you get a fraud act broadband connection, that’s it. Then they will show their real face and they act like they are the ruling party.

Fraud act broadband sucks customer’s money exactly on the date they say irrespective of whether the connection is still presence at customer’s place or any disconnection in the fraud act broadband line. They would never bother about the customer’s complaints.

My fraud act broadband user name: 11113712 and i have a connection in triplicane, chennai.

They want only money by fraud from customers and if act dies, even then they would like to bury them with money. If you ask for regarding to the issues related disconnection or anything, the customer care people would attend the calls for few times and bluff; then if customers again disturb them, they would switch off their customer care contact numbers, hence you can’t call them. The customer care people are totally waste; they got one computer and a chair to sit on it. If they attend a call from customers and just them “we will do it within 1 or 2 days”. That’s what they trained for. But the main culprits are sitting above them and they have to be punished.

I’ve shifted my residence to mylapore; hence i asked them to shift the fraud act broadband connection. I contacted them nearly 20 days back, but still they dig the caves all over the chennai. I never knew that they are fully involved in chennai flood relief activities due to the heavy rain to save chennai people. But we need to keep in mind that whoever they save, their plan is to suck the money from them as well.

Still they are shifting the connection to mylapore. Everyone knows the distance between triplicane & mylapore and it is not more than 2km. I contacted many fraud act broadband customer care people and got irritated as they would bluff some non - sense.

Then i asked them to connect to a next level kumar and giri and i talked to these useless and culprits. They never knew what is the policies and regulation at fraud act broadband. Kumar says that he needs address proof without which he can’t provide the shifting. But when we contact to another fraud act broadband person (Next level), he says that it’s not required. Finally i decided to ask them for a new connection to the newly shifted house and called them, they came within an hour (As i said dog searching for a bone) and the person who came to the house said “no address proof required except signing in their application form with the photo copy of pan card or driving license”. Is this fraud act broadband functioning?

Now i’m in huge loss because of these fraudsters.

Fraud act broadband pays the salary for useless people like kumar and giri unnecessarily as they are not sure about fraud act broadband’s rules and regulation. If these guys need address proof, then how did they provide fraud act broadband connection to my triplicane’s address in the beginning?
Still they are crawling on the mylapore road to shift the fraud act broadband’s connection to my newly shifted mylapore’s address. I called them many times to their customer care landline numbers and nearly 200 rupees gone only for talking to them on the shifting, but the act fraudster still not shifted the connection.

But these act frauds would exactly send the bill within a day or two for no internet connection, money suckers. These suckers have collected me the advance amount 2times, this happened when i asked them to temporarily disconnect the service for only one month. Even i sent them an e - mail one month in advance as a prior notice. These fraudsters not considered and not responded to my e - mail at all. I advise these frauds to remove their customer care’s e - mail address from their website as they would never respond to those.
So far these fraudsters looted my money rs3500 and my efforts i spent so far to reach them to get the connection shifted. Still their mouths are shut.

I ask fraud act broadband now why you people need the business, is that just to cheat the customers and suck their money? You keep in mind that fraud act broadband vanishing in future instead of shining.

I suggest/advice everyone for not to go to frauds like act broadband, they squeeze you with the money till you become invisible. They are no. 1 fraud. Still if you want to loose your money that you earnt from hardwork, please go ahead.

Hi,

I got a connection through ACT in October[protected]. The plan I took was for 12 months, with a free 2 month usage. I changed this plan to get a free wifi router instead. On October 29th I emailed them about the status of this router installation.

Since then and till now, NO ONE from ACT has contacted me regarding the router. It has been a month now, and they have taken Rs. 14000 from me without providing the wifi router. The customer service of this company is the worst I have ever seen and really really incompetent. They do NOTHING other than apologizing and just take your money.

I want to cancel my contract with them and get my money back. I will never use their service again.

Nitya

Using ACT Broadband from past 1 year, now after shifting to a new address gave a request to shift the connection.
Customer care said will be done within 7 days.
On 8th day when I called they said I have to submit documents and they will check for Feasibility of the new address.
After 2 days again when I called they said its Feasible and I have to pay 500 for shifting charges. I agreed.
After 3 days there was a...

I subscribed for ACT fibernet on Nov 6 and got the connection on Nov 11. All the process went smoothly till then and the sales person said there wont be any disconnection at all. During the rains in Chennai, the connection is not stable at all. Internet was totally down on November 13 and was restored after frequent calls to Customer care on November 14th afternoon. Now the rains are gone and this is the second time in a week, I am getting disconnected from the internet. When I called the customer care, they say that "there is some problem with the junction box and technical people are looking into it. You issue will be resolved within 24 hours. I have informed the technical team about your issue. "

I am working from home so I need stable connection to deliver my work to my company. This is the connectivity that I can depend on. Please rectify this once and for all.

Thanks
Praveen

Subscriber ID 10966044

I asked for the detailed usage statement for October month. I was shocked to see 38.52GB was excessively charged by them on the statement.

On 28th of October my portal had mentioned that the total usage as 77.18GB but their statement mentions 115.70144GB. I am asking them to explain the excess and they are evading the calls.

Chennai ACT customer care says they do not read mails sent to helpdesk.[protected]@acttv.in and there is a special team that reads mails.
But they keep repeating that the team that reads mails are not contactable by phone. So there is no assurance that the mail sent to the customer is read.

If ask for a nodal officer, they give a bangalore number[protected]. Only one person name Manjunath on 19th November picked up.
He will firstly say he handles only Bangalore customers but i[censored] ask for a nodal officer for Chennai, the Chennai team will give only Manjunath's number
He promised a call back from Chennai team within 24 hours. Today I call up he picks up mentioning he forgot about the call.

He forgot about the call I had with him on the 19th November. He did not answer to the query of whether he keeps a track of calls he gets. When I asked him where is the callback that he promised, his response to it was completely unprofessional and irresponsible. He does not keep track of the queries I have made to him and remains a deaf box. He denied to transfer the call to his higher authority evading it to be not reported. He is not able to answer to the customer responsibly.

On top of this he displayed significant recidivism and failed to arrange a call back.

I request all ACT customers to ask for detailed statements are the end of their billing cycles and compare it with the Portal's usage as mentioned.

The following is my expected resolution

The complaint was reported on 27th October. It will nearly be a month. ACT has not given a call back as they have promised. They have been excessively charging customers till date. I want this month's bill waived for the troubles and misconduct they have caused for me. I also want strict disciplinary action against Manjunath - Bangalore Nodal Office on the way he has handled this complaint.

Hi, We have shifted our home from Triplicane to Mylapore (Chennai). ACT promised they will facilitate the transfer of broadband service within 7 days. More than 2 weeks has gone and there is no response from ACT Chennai. Nearly after 15 days today they picked up the call and said they would new house address proof before they can do the transfer. I have no hesitation in providing the proof of new address and I don't know why ACT took 15 days to ask for it. After so much argument ACT said they will send one person today (23/11/15) to my home to help with broadband transfer. But no one turned up. I do want to cancel their service and get my caution deposit back. But ACT are neglecting to provide it. Request you to help us please.

ACT broadband internet is not working since 9th Nov 15, ticket raised 16th.

Details:
Ticket no - [protected]

Since then, customer care says router problem, box issue, lines are down, lines are cut every 50m. Promise to resolve in 48 hours, 48 hours, end of day, next 8 hours, we are working Sundays too to resolve this. One response was your entire area is affected not just you!

I would be really understanding if you wouldn't ask for renewal in the middle of your server downtime!
Even when it isn't flooding in Chennai, field engineers take days to get to your issue. Stopped wasting time and money on calling customer care, waiting on hold, sending N sms to complaint resolved auto messages.

Worst part is there is absolutely no escalation procedure, max you can talk to a CC 'manager'. Customer care usually has no information on issues. They give such standard responses. My changed address has not been updated in 6 months. Have seen how field people just play football with calls. Now since probably customers are abusing then, field engineers have been asked not to respond to customer calls, cc will not give you any contact nos, only names of managers assigned is visible to them. All I want to know is if the line is ok, whether modem needs reset.
I really wonder how work from home people and people in suburbs are managing, if this is the state in Mandaveli where ACT is ubiquitous.
Praying to the broadband gods to restore my connection. Upside to the whole thing is, my kid is playing outdoors more, even if it is raining!
But seriously, CC keeps saying lines cut every 50m?!! Really hard to believe that, that too for lines hanging overhead, not deep down under.

The act fibrenet services have stopped working about ten days back in my areas including velachery. Act decides to take the escapist route on this issue as dealing with the issue is just too mainstream they have decided to stop taking calls on customer care number and all the other numbers up the hierarchy mentioned on their website. When I contacted a certain employee the indifference with which he replied was appalling, he says that act hq had asked them not to pick any calls as they had too many complaints and things were getting out of hand, cool so that's how you chose to deal with the crisis. I know a lot of people who are still undecided as to pay the current months bill for a service they did not receive or to just move on to a legitimate internet service provider.Might I suggest we all just storm in to their nearest branch, just to see if the indifference remains. Just saying.( it would help with the frustration we've been through for the past couple of days). And if you're even dreaming of moving out of a legitimate service provider to act - [protected] give me a call.you need help.

Zero connectivity (except for one day on Nov 18th) in Indira Nagar, Adyar, Chennai since November 8th. The customer care number is either busy or not reachable at all most part of the day. It gives different automated message for every call made - number not working, this number does not exist, number is busy, etc. Really irritating. Worst customer service not even worth commenting about. The online complaint posted on the Customer Care link from their main website is of no use. No acknowledgment nor any response. Only after calling do they find that the concerned Distribution box is down. Until then, nobody bothers to fix. I raised a complaint on Nov 20th and then on Nov 21st. Even the Complaint Id did not get generated and shared with me thru SMS. So pathetic. No idea why it is taking 4 days to fix a small line problem, given the engineers are available locally, as per their own CSR's admission.

Anybody from ACT – Hope you bother to read my post. Really pathetic customer service experienced for the amount I am paying (more than Rs. 1200 per month). I have completely given up on you guys and going to sign up for a different ISP next month. You have wasted my time, money, installation cost, effort in running around the locality in heavy rains looking for an Internet cafe.

Yesterday I called the ACT Fibernet manager why the customer support is not picking up my calls and he gave me improper responses and harassed me and after 5 minutes he gave my message "Line wont work you" disconnected my internet in middle of my freelance job. I called the ACT customer support and they also behaved unprofessional . I recorded everything and put it on web

Here is the Video : https://www.facebook.com/sreekh/videos/[protected]/

After that the video was released today morning they got my connection re-connected back.

I have attached the screenshot as well.

The manager treated me very bad and I lost my one day freelancer job money

It is fine if there was a problem with connectivity issues

but he wantedly disconnected my connection even after I paid my bills telling that the reason was I misbehaved with the manager.

Please check the video link: https://www.facebook.com/sreekh/videos/[protected]/

A. Internet not working for the last 6 days. b. There was no support from the Support team in ACT Broadband service. c. Tried reaching the[protected] to register complaint, took 2015 minutes to connect and i called them 3 times, effectively 45 minutes of time and 45 minutes of mobile charge is of waste. d. till now no resolution have been taken. e. Everytime they give the same answer ( Able to ping your box )... but dont know what the problem is. f. Giving false promises stating that the problem will be resolved soon or even saying that the problem is rectified. g. Not giving phone numbers of senior officials My customer Id : 11120295

The below mail will clarify about my problem.

Ramakrishnan V
2:20 PM (11 minutes ago)

to Helpdesk, nodalofficer, appellate.auth., sunder.raju, shafee.ulla, Prasanna.prabhu, puja.jacob, bala.malladi, pinkesh.dhimar, saurabh.mukher., sitaramarao.tu., keshav.murthy
My earlier mail and your subsequent reply mail in the trailing message reveals more about the problem I had earlier and the simple response you gave at your leisure time.
We don't take broadband connection for just watching Mr.Bean doing something comedy. I do work from home and has to submitted on time if not I will have to beg for living. The immediate switch over of service providers is not possible as it takes time for new connection to be provided to us and that is the reason we take connections from trusted internet providers. I trusted ACT and recommended to others as stated in my earlier mail.
When you left us strangle for nearly one week, we tolerated and thought every thing would go fine henceforth.
When I have proper EB Connection and my part of area is not flooded in water and all is clear, how does your problem continues after two days of normal connection?
You are giving us connection through wire which comes as parallel to EB (Flyover not underground) and the server box is also fixed at a safer place in most of my areas.
My current issue is because of Ticket number [protected] handled by Mr. Reddy Kumar Excellent Expert in Customer Care who tell us that they have limits and can do nothing for our complaints and has been appointed to just pick up calls.
As suggested by Mr.Reddy Kumar, (The Exact Words used by your customer care– "We don't have the technical persons mobile number incase if you have just give the ticket number and explain the problem to them") I called up Mr Vijay Ph.No. [protected] who explained me that I won't be able to understand the problems which they are facing and it would take a day time to explain and said he will look into my Issue on 20.11.2015 at 3Pm and the problem is not solved till today 21.11.2015 1.39pm
How does Appellate, Nodal and Helpdesk work in other Reputed companies?
24 X 7 X 365 Days and very special care to customer who are prompt in their payment.
ACT is little different, they will work like IAS Collectors and can be reached only 5 hours in a day.
Nodal and Appellate team is sleeping for almost 1 year as I have seen and will wake up when you pay their yearly bonus and Increment.
Exact Problem which has to be solved by ACT.
Change the field staff and customer support.
Your field staff are busy watching movies, drinking in bar, doing something with their girl friends, or busy in the bathroom alone and closing the ticket at the end of the day by saying the ticket is resolved when it is not actually resolved. It is not the first time I am facing this type of Issue because of that.
Your Customer Care Staff should have two division separably, one for girls ( in Closed Cabins) and other for Boys in open terrace or in some play ground so that they don't try to showoff before the girls by their side using slang English they know.
Above all ask your Nodal and Appellate team should have training with Airtel, Aircel, Dell and other reputed companies so that they knew what is their Job.
If you feel my mail is harsh, you can very well pay me Rs.10000/ for my loss, because of your inefficiency in providing proper service and due to improper connection and ask me to switch over to some other provider, which I will be pleased to do.
Thanks and warm regards,
V.Ramakrishnan

I am using Act Broadband net Chennai adyar area i have subscribed one year now i am worrying lot about my wrong decision Past one week from nov 13 to till that no internet connection mail has been given to customer care and nodal officer also and received false commitment from customer care i have try to contact Technical team leader adyar mr Pannerselvam he is the person who is incharge for that he never picks up the call even dont have the basic courteous to call back Always Poor service and false commitment till that problem is not resolved that . No one is not ready to take it serious manner and they will solve when they will become free no customer service, no commitment, no time frame for resolving the issue total waste of customer care connecting the call to customer care itself tedious task always busy, I fed up lot about the service

Hi Team, This is muthukumaran. User Id : 11316734 A/C No : 1263649 I dont have net connection for the past 1 week and give a complaint regarding the same to the customer care on 17th novemeber, but still no appropriate action is taken from your end. There is no proper reason given by your team for the issue. They say due to server down, wire problem, switch problem in my area. But my neighbour is having the proper connection for the past two days. If the above mentioned issue is there in my area how my neighbour is having the net connection.

My internet connection mostly not working ... I am giving complaints to every alternate day regarding the issue ...every time customer care executive saying this is the last time we will give permanent resolution ..the problem getting rectified but next day I am facing the same issue ...I am paying for the service which I am not getting when I needed mostly ...very bad service from act ... Login id : sandhya.[protected]@gmail.com Thanks Girish [protected]

I am writing to express my utter disappointment at the lack of service from ACT.

I have been their subscriber since 2010. I did not renew my subscription in May this year.

I was due for power discount at that time which I couldn't avail.

In October, I decided to renew the broadband service and visited thei rethi bowli office.

I asked for power discount which was due but was told I couldn't get it now. I was told I need to pay renewal and 1 month charges. I told them I had cancelled the service earlier due to poor customer service where the collection team did not communicate to the billing team that I wanted to discontinue. Hence, I was asked to pay Rupees 4076 to renew the service with 6 months subscription. I was told by a lady that I will not have to pay any reconnection charges. I made the payment on 17th October in good faith that I am only paying 6 months subscription.

Last week I got invoice via email to make the payment. I'm currently in USA on a business

visit and made an ISD call ( 12 minutes approximately) to their customer care on 13th

November (Ticket # [protected]). I was told that I needn't pay anything and my account

will be updated.

On 18th November, my family using the broadband informed me that they are not able to

connect.

I had to again make ISD call (20 mins) to thecustomer care and was told casually that I

didn't pay and my account is suspended. And they did not allow me to talk to any manager

as well. I was told that this issue will be resolved and I will be getting a call back.

When I explained that I am not in India, they asked for an alternate number so that a call

back can be made by the concerned team. Not sure what they wanted to discuss on phone when

I was giving out all details. I also tried the LIVE CHAT option and was given the same

response.

On 19th November, I again made an ISD Call (32 mins) and after waiting almost 20 minutes,

was transferred to a Manager. I was told that an attempt was made to call up the given

number of my family and there was no response. Hence, no action was taken. They said they

will resolve the issue but I have still not heard anything from them.

The main purpose of getting the 6 months subscription was because I was travelling out of

country and wanted to stay connected with my family. Hence, I made the payment online (

Rupees 1157)on 19th November as I cannot wait for ACT Fiber to actually ACT on my

complaint.

I tried emailing their nodal officer as well but did not receive any response so far.

Now, I am looking for
a) Refund of the invoice amount I paid (1157 rupees) .
b) Refund for days Internet connection lost due to your team's negligence.
c) Refund of my ISD calls (around 60 mins).
d) Compensation for the inconvenience (stress and tension) caused to me as I was unable to contact my family due to their negligence.

---Very disgruntled customer
Vaseem Ahmed

Account #[protected]
User name : [protected]@gmail.com