ACT Fibernet — Complaint regarding service disconnection and refund denial

Address: CeeDeeYes Chennai Pattinam Apartments, Chennai Pattinam Main RdAmmapettai, Tamil Nadu 603108

I recently subscribed to ACT Fibernet at Chennai Pattinam Apartments, Ammapettai, with high expectations based on my past experiences with ACT. I paid ₹3000 in advance for a 3-month plan, but unfortunately, the service has not met my needs.

In the past two weeks, we've spent more time raising tickets with ACT than actually doing our work. I faced repeated connectivity issues — two significant downtimes each day, each lasting several hours. Despite opening multiple support tickets and trying to resolve the issue, the service remained unreliable. This made it difficult, if not impossible, to work from home, which was the primary reason for subscribing in the first place.

If a customer decides to leave within two weeks, there must be a solid reason, and in my case, it's the ongoing downtime and unreliable service. I reached out for a solution, but I was informed by Prasanna, who claims to be the area head for the region, that no refund could be provided due to company policy. While I understand policies, I believe my situation should be considered as an exception — this is clearly a case where the service is not meeting expectations. The ongoing downtimes fall under the "non-feasibility" clause mentioned in the policy.

I also asked for an escalation to a higher authority, but was told Prasanna was the last point of contact, leaving me with no further options. Given the circumstances, I decided to discontinue the service and move to another provider.

I’m sharing this feedback because, as a customer, I expected better. It’s disappointing to experience such a lack of support after being a loyal ACT customer. If ACT is able to review this case and offer a solution, it would be greatly appreciated.