ACT Fibernet — Pathetic internet service and Customer service!

I am posting because i had to go through all this.:, Are you ready for the same?

This story is not first time. It’s the same experience every time i have for the last one and half year, BEAM support staff need either training or replaced with people having minimum human understanding.


 Ticket No: 9346011 (I logged a complain saying to send someone to collect the money long before the expiry date and mentioning clearly not to disconnect).

 The ticket was closed mentioning that the person came to my home and did not find me. I clearly mentioned that my home has network issues, so please call me before coming and if i am not reachable that means i am at home or else i will pick up the call and tell you when to come.

 So that means, the person who came in was dumb or the support guy did not update the person about the information because there is no point in randomly coming at whatever time and expecting me to be there without calling me.


 I raise another ticket: 9376896: This time i clearly repeat the same saying-please call me before coming and come directly to my place if i am not reachable over phone but try calling me first before coming.


I also requested not to disconnect connection because i am running an online course which is very important and mentioned clearly on the call that i should not be suffering for your mistake.


 The ticket was closed, i escalated only by sending the SMS back and i explained the whole process again and again to the escalation person calling me in saying I will receive a call back.


Nothing happens, I called again and logged another request[protected], same process, explained clearly that no one has called and come to house or called me to collect money.


 I escalate it again and the same old story and by this time i am sure, the support is dumb as well the escalation not knowing what to do next, waited and expected someone to call. Nobody called.


 Finally Beam disconnects and i paid today 5am in the morning waited long enough to get it activated.


 Called Beam support to get an update[protected], it gets closed without activation.


 I call again and another ticket[protected] opened. I spoke to Imran, Priya and Raj at different intervals and they read the script of 4hrs time stamp when it will be activated, even after i mentioned them its already past 16hrs it’s not done. They cannot escalate it.

 I forced Raj to connect to a supervisor but he said he cannot first and then he puts me on hold and comes back saying "He does not know his supervisor name and his supervisor is working on my issue which is caused due to a server problem"


I asked if you don’t know your supervisor's name, how you know he is working on the server issue due to which I am facing the problem. Then he says he gets an offline message when he called his supervisor's toll free number. I was shocked to know that Beam has that kind of facilities to update their support staff about their supervisor's ongoing actives but cannot update supervisor name in the offline message. You know what kind of lie the support staff are Saying and trying to convince me that "they are just doing their job".

 I called the next day again at 12 PM and "Deepika" picks the call and tells me the same story (She appeared very new to the system and leering the not so good things), 24hrs from now and i wanted to speak to supervisor. She puts me on hold and comes back saying the same
(Supervisor is busy resolving your issue). I thought wow, what jokers. I asked her supervisor's name, initially she tells she is not supposed to disclose the name to customers. I asked in a different way, now she tells, Its "Sohan" and drops off the call

 I raised 2 complains within 2 hrs. on their online portal knowing that it is of no use but still to test "BEAM at their worst".

 I called beam again and got disconnected twice. I called in the evening and got "Om Prakash". He tells me that my account is not activated yet. I asked "Why?” he said it will take 24more hrs. I said it’s been more than 48hrs and now you are asking 24hrs more whereas i am losing my online classes and my days. I asked for his supervisor and He disconnected the call.

 I called again and got "Azharuddin"(He sounded very old rat) on call. Surprisingly and contradicting the just previous guy "Om prakash" said "my account is active and there is some problem at my end". I said i am getting IP however after getting the IP it is redirecting to the BEAM page again where it says "log out if paid" or "Pay online". I told him that there is no issues at my end, its account issue. He started troubleshooting and told me that it’s my problem because I paid late. Wow! (watch the blame game without knowing the back ground)
I asked to connect to supervisor but he did not saying the same old story "Supervisor is busy". He told me to send a technician even after i told him clearly that this is an account issue. He did not listen to me. He simply said 24hrs and to send executive.

 There is one more ticket created for the same issue[protected]. So basically they do nothing and keep on becoming robotic.

Next day (today-): Call from BEAM- Sreekanth called me and told me that there was a hardware failure from my area box and many other customers reported the same issue which took time to fix. Sreekanth mentioned that it’s a known hardware issue and the hardware is replaced which took some time.

I asked if it is a known hardware issue why "Azharuddin" was insisting me it’s a problem on my side and told to send a technician even after i told him it is not an issue from my side.


I have not still checked the connection as i am in Office.



All that above mental torture and shaking the peace of mind is not at all accepted at any level. And you can see my patience level and tolerance from the number of tickets i raised and number of minutes i spoke on each call explaining calmly what i wanted but all in vain. So the time spent with beam staff was not only a pain but it’s a suffering of time and money. So it really impacts a person's mental health and spoils days.

Does Beam not paying good enough to the support staff or training the staff on how to really support? It’s really pathetic to see the kind of support staff Beam has and moreover they seem all not having the simple understanding of what
They are doing and why they are paid for. I know for sure, if this is the case with me, many would have quit by now silently without having the patience to raise this issue to beam with the effort i am putting here.


“I made notes of each call after the call ended with the ticket numbers and each call lasted long explaining the same”