| Address: Hyderabad, Andhra Pradesh |
I am a user of Beam cable and I have been facing connectivity issues since last week of July. I called the customer care and registered a complaint for them to fix the issue. Responding to my issue, a field technician visited my place and checked some settings and then he made some connection changes from the main box and the connection worked fine for a few hours after he left. I was sent an SMS stating the the issue was fixed and in case the issue persists I may escalate the issue to the concerned department which I did. This time, the field technician does not show up and I keep calling the customer care to fix my issue but in vain. I called up the field technician and he does not answer my calls. This goes on for 2 weeks and in frustration, I called up the customer care and spoke to a supervisor named Manahor and have requested him to fix my issue at the earliest and also to replace the cable from the main box to my home. The supervisor told that he will send a field technician immediately to check the issue. A field technician arrives at my place and checks the connection and sees that there was no issue with the connection and he is not sure why the connection was not working however told that he will replace the cable the following day as it was already late in the evening. And the next morning I am waiting eagerly for the technician and he does not show up. I waited for three more days but still no news from him. Frustrated with this I call up the customer care and speak to the same supervisor Manohar and explain the issue and he immediately sent out a field technician to my place. At this time I was already without proper internet connection for a good 3 weeks. I asked the supervisor to issue me a waiver for the bill that will be generated as I have not been able to use the internet for all these days. The supervisor told that he has taken my complaint into consideration and will arrange a call back from the 'Accounts Team' within 24 hrs regarding the waiver. In the mean time a field technician visits my place and check the connection and finds out that there is a cable cut somewhere in between. He fixed that and told me that the connection will work just fine. I can now connect to the internet but again after using it for a day, the connecting was lost. I also do not receive a call from the 'Accounts Team' even after 24 hrs regarding the waiver. I called up the customer care again and lodge another complaint regarding the connection issue and they told me that they will dispatch a technician within 24 hrs. And as before no technician comes to my place. At this time it is already 4 weeks I'm without proper internet connection. In the mean time the internet connection gets connected automatically and then gets disconnected after a few hrs. I call up the customer care again and ask them to change the cable with immediate effect and also arrange a call back from the 'Accounts Team' regarding the waiver. Finally a technician comes and replaces the entire cable and the connection was working fine. Soon after using the internet for 2 days without any interruption, I get a message that my connection is suspended due to non payment of bill. I get pissed off at this and call up the customer care and speak to the supervisor Manohar again and asked him why was my connection suspended. He tells me that there is an out standing bill of Rs. 1018/- on my account and that my connection will be restored after I clear the bill. I seriously tell him that I'm not going to pay that bill as the internet was not at all working for the past 4 weeks and that I have been calling time and again to fix the problem and change the cable but they have not resolved the issue on time. The supervisor tells me that he will arrange a call back from the 'Accounts Team' in 2 hrs to speak about the waiver . I get a call back from the 'Accounts Team' after 4 hrs and I explain them the issue from the beginning. The person from the 'Accounts Team' tells me that they cannot waive off the complete amount and that they can only waive off Rs. 300/- and I need to pay the remaining balance of Rs. 718/-. I told him that I was not able to use my internet connection consistently even for 1 day, how do you expect me to pay that amount. I asked them to pull up the records of the number of days I was with and without internet and he tells me that he does not have that data. Then I asked him, on what basis he is waiving off the Rs. 300/- and ask me to pay Rs. 718/- and he has no proper answer for this. With this I am very much frustrated and angry with the poor service of the Beam cable broadband service providers. I request the authorities to look into this issue as a matter o[censored]rgency and provide me a proper justification for this issue, waive off my bill of Rs. 1018/- and restore my connection.
Details of the ticket numbers raised in connection to the above issue:
5764019
5791032
5826505
5878451
5897140
5897175
5966359
5970147
6000943
6001008
6001011
Name: Vikas Paul Nelapati
Email: vikaspaul.[protected]@gmail.com
Beam Cable account number: 338273
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