| Address: | Bangalore, Karnataka |
| Website: | www.actcorp.in |
Consumer id: 11010261
Date: aug 7th to today (Aug 13th) 2017.
I've been a customer of act fibernet for about 2.5 years now. I found them to have issues on and off. Recently it has been really bad. My consumer id is 11010261.
I raised a customer service ticket: [protected] on aug 7th at 8:00 am, complaining that there is no internet connection. I was informed that the router is not reachable and that a site engineer will fix it in 24-48 hrs. I was informed later that the router was disconnected because the person who had it vacated the place. This is bad in the first place considering that it is dependent on a non act person keep the act equipment in their place, which has no guarantees.
On aug 8th i was asked that they would install the equipment in my place, for which i denied since i was not at home and without internet cannot work from home. I asked him to come when i am around at around 5:30 in the evening.
Next i was informed that it involved drilling a wall and making some electrical changes and also allow act personnel in the premise to inspect hardware regularly which can be a safety issue if different people keep coming in. So i denied permission for that.
On wednesday i was informed that they have to install it and they would make it non-intrusive. I said it can be done only with me around, since it involves wiring and said i would leave office early and come home. I left office early and came home, but the act engineer never came home. This was really bad, and next day i waiting until 11:30 and left to office. He calls and tells me he wants to come home.in the mean time the earlier ticket was close and a new one opened: [protected]. I told him that he is not meeting sla's and working around by closing and creating a new ticket. And strictly told him not to come home and i will disconnect since the service is very poor and there is no respect for the time i dedicate. I asked them to disconnect the service and customer care called back asking me to make an exception.
I've received no calls after 9th. A new ticket [protected] was raised on 10th. Every day the ticket is updated to inform that the issue will be fixed today. But its 13th, i got the connection for 1 hour in the morning and the ticket was marked fixed. And the connection is gone again, i have re-opened the ticket and called the customer care about this. They have no resolution for the case at all.
Act also had downtime w. R. T server on 5th which caused really bad connectivity on 5th although i received an sms informing me the issue was fixed on 6th. I could clearly see that the connectivity was poor on 6th. I could see packet drops, i had to change the dns server from act servers to google dns servers to get it working.
* act personnel in question is very unprofessional they have no respect for time of the consumer.
* act is okay with a ticket being closed without proper resolution and new one opened.
* act has no slas and they have no liabilities if they have an issue for a long time and there is no compensation for this at all. The consumer has to bear with it.
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