[Resolved] ACT Fibernet — slow speed from upgrade plan

Shibaji Chattopadhaya

from Hyderabad, Telangana

Address:

Hyderabad, Telangana, 500072

Hi,

My act broadband account number is:[protected]. I recently upgraded my plan from a-max 1050 to a-max 1299 on 16th december 2019. I was previously getting 90-100 mbps download speed and after the upgrade i was supposed to get 150 mbps. However, after the upgrade i'm getting the same speed that i was getting earlier, i. E. 90-100 mbps instead of the promised 150 mbps. Only my fup has increased from 750 gb to 1024 gb. After several complaints there was no resolution provided by act and my complaint tickets are still open. The ticket nos. Are: sr[protected] and sr[protected]. They said they'll be sending field technician to my house but no one came. I'm using a high-end router tp-link archer c5400. Moreover when i said i wanted to downgrade the plan to my older one, they said they are unable to do so till the end of the month. Also they charged me rs. 151.64 /- extra for the upgraded plan even though they failed to provide the upgrade in speed. This is not expected from a renowned company like act. Kindly look into the issue and provide a resolution asap.

Thanks & regards,
Shibaji chattopadhaya.

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Dec 20, 2019

Complaint marked as Resolved

The issue has been fixed by ACT by replacing the cable with a better one.

customer support has been notified about the posted complaint.

Verified Support

Dec 18, 2019

ACT Fibernet Customer Care's response Dear Valued Customer,

This is not the experience we want you to have. We have put this on priority with our team.

Regards,

Team ACT Fibernet

Dec 18, 2019

Updated by Shibaji Chattopadhaya Hi Team,

Thank you for your response!
Hope you resolve my issue soon.

Thanks & Regards,
Shibaji Chattopadhaya.

Dec 19, 2019

Updated by Shibaji Chattopadhaya Hi Team,

Yesterday, the field technicians visited my house and they said that they need to change the cable to a new one. They promised to come today by 10 AM to change the cable, but no one visited at the mentioned time. After several calls they lifted my phone and said carelessly that the cable has not come yet so they are not sure when they will come. They also suggested me to downgrade my plan if I don't want to change my cable. What kind of weird suggestion is this from technicians of a renowned company like ACT? Why should I downgrade my plan? When you've promised to provide the service you should also provide the necessary accessories. It's already been 4 days since I raised my complaint and till now I didn't get the promised speed. I'm also paying extra for the upgraded plan and not getting any benefits. Could you please look into the issue and make sure it gets resolved by today?

Thanks & Regards,
Shibaji Chattopadhaya.