[Resolved]  ACT Fibernet — No internet connection due to junction box issue

Address:	Bangalore, Karnataka, 560096
Website:	www.actcorp.in

Have lodged 2 complaints so far 1 each for junction box movement & no internet connection.

Compliant 1
Complaint date : 22aug2016
Complaint reference # :[protected]
Complaint details: i have been a act internet user since 13jul2014 & i indeed enjoyed the seem less internet connectivity until 15aug2016. I must say for close to 2 years, i have never had any issues. However on 12 aug 2016 since internet connectivity was down for 2 days, i checked with the customer care. When the support engineer visited my place (After 3 days of rigorous follow ups) he (Jagadish) informed that cable was cut (Might be due to passing by vehicles) & he can not reconnect the wire. Upon checking why he stated, the net cable is passing through the power connection. Even though i informed him for last 2 years i have been using the connection & is this a new rule introduced "not to have cables crossing the power connections". He refused to reconnect the wires & walked off. After 5 days without my house owners permission the power junction box was placed in the premises & as soon as owner saw the junction box he insisted on moving the junction box.
Support engineer behaved rudely & bluntly informed that is not his "scope of work" & i need to call up customer care.

Current status: daily i called the support team & they kept informing that i shall need to wait for "24 hours". Even though they kept repeating themselves that i would get a call from the engineer, i never got any call from either customer care or the support engineers.

Compliant 2
Complaint date : 22sep2016
Complaint reference # :[protected]
Complaint details: from 21 sep2016 i stopped getting internet connection & i lodged a formal complaint. Engineer visited my place on 24sep2016 & informed that since the power connection has been removed from the junction box i am not getting the internet. My house owner refused to connect the power cord & informed them that they shall need to move the junction box away from his premises. They left stating electrician shall come & do the needful.

Current status: upon checking with the customer support team, they are repeating the same lines - wait for 24 hours & you should get a call from engineer.

Considering i have never defaulted on any rentals (You may check the payment history). I have always paid the rentals in advance & this time around as well i have availed the 1 year subscription & have paid accordingly i would expect the same loyalty shown as well.

My question to you is

1. Would i be getting the internet connection. If so how soon?
2. Since i am now without internet for last 20 days (+/-) would the rentals be adjusted accordingly ie i would only be charged for the period the internet was working during the month?
3. If i am not going to get the internet connection (Due to none agreeing to keep the junction box in their place) would you refund the advance paid?
4. Your customer care team shall need to learn how to manage client. They keep insisting if you want please apply for disconnection.in this competitive environment, do they even understand how hard it is to maintain the client base?
5. Considering yours is a service industry i am sure you would agree expectation is your support teams would take full ownership of working on priority & resolving the aged issues.

I would expect the eta on the fix since the issue is now open for more than a month.