[Resolved]  Hathway — Billing and Services

Address:

Bangalore, Karnataka

I've been using Hathway Internet services but for the last 3 months I have been subject to harrasment and inconvenience from Hathway and they suspend the services even though payments are made as due.

In April I got call from hathway stating that my current plan is being discontinued and I can opt for a new 3 monthly package where I pay in advance and get the same plan at better speed. As instructed on Apr-5th I made online payment of 1470 for 3 months plan + last 2 days of Mar. Hence my next payment should have been due only in July 1st week. I also confirmed and I was told that my plan change would be made effective and my internet would start working.

The series of problems started in the month of April and is still continuing.

28th Morning: I had called on 28th morning at 10am and spoke to Leena explaining I'm facing connectivity issues. She said
everything is fine she can’t find any problem hence would ask level2 to callback in an hour. It was a day I didn’t receive callback.

29th Morning: I called again on 29th morning at 9:30 and spoke to Aruna, she said that there is network issue and I would get a call back from supervisor before 11am. Till 30th morning I didn’t receive a callback and neither was my connection working

30the Morning : I called again on 30th 10:00 AM and insisted to speak to the supervisor, then the supervisor called me and informed first that because the billing plan wasn’t changed my billing dept I’m facing the problem. Then he asked me to do some steps and disable my Antivirus when I tried telling that I have had this connection for a long time, he said I'm not cooperating and since from his end he is not seeing any issues little can he do. Then I spoke to the billing team they informed that plan change would be effective only on 30th. After all this mess the TL Nishanth gives a call back and says that there is network issue which is still continuing and might take till today evening. Which means 3 days of harassment and each time wrong information was given to me. He said if I’m still facing issues I can send across screenshots, since the connection looks to work fine from his end, he doesn’t trust what I’m saying


I'm a pregnant lady and was using this connection so that I can work from home. Due to the irresponsible behavior and services of Hathway I couldn’t use the connection and had to go to the office. No Response from the Team, lack of technical expertise and above all lack of customer service skills is now making me think if I should switch to some other service provider. Next month when I will be in my 8th month I won’t have the stamina to fight and argue with the team and neither would I be able to travel to work. So I'm seriously thinking if I should switch. Thanks to the kind of support being provided that one who was contented is now thinking of alternate service providers.

After that I got a call and I was assured on 30th its just technical fault in my area and my plan change would be made effective post which I wont face any problem.

10 days later I receive a bill from Hathway asking me to make a payment by June 13th of 419 saying that its current month charges. I again called back to check the same but no proper response was received.

I escalated all this matter to Bangalore Nodal authority on Apr-30 but I didnt receive any response till June-10th. On june-10th when I received my bill again I wrote another mail to nodal authority. Then I logged online to fetch the number of the appellate authority but wrong Bangalore numbers were published. So finally I called Delhi appellate authority and got the number for Bangalore appellate authority. On 10th when I called and stated my problem, I was assured that things would be taken care of.

I got callback from Hathway on 10th stating I can ignore the bill and make payment only on June-30th to renew the package for the next 3 months and was assured that plan has been changed and the bill was sent by mistake.

On 23rd June, my internet stopped working, when I called Hathway the IVR said my services have been suspended due to non-payment. I again called on 24th morning only to hear the same from the billing and technical team and both of them had nothing to do and said I need to call their manager.

What an irony I make the payment in advance still I dont get the services for almost 5-6 days and even then I need to call their manager. I again called the appellate authority and he said he would call back. The manager is also supposed to call me back with the case ID 439833 but so far nothing has happened.

In all this I have been irritated by their support, long hold of 10 mins to reach them, innumerable phone calls and no service still. As mentioned earlier I'm pregnant lady and even today I had to come to work because their services were not working inspite of having paid.

I also feel cheated that I made payment in advance but still my services got suspended not just once and I didnt get what was promised. Can someone help me out to get justice. I'm sure this is not one case like this there are many customers facing problems