[Resolved] Tikona Broadband Service — Very Poor Internet Connection, Customer/Technical Support

[Resolved] Tikona Broadband Service — Very Poor Internet Connection, Customer/Technical Support

N nkvenkat

Hi, My User Id is "[protected]". I have been facing slow internet connection for the past 1 month. I have raised several complaints. I have called customer support twice or thrice in a week and also sent emails to customer support and the manager of contact center operations. I have also raised a complaint about slow internet connection when I connect to VPN. An Engineer came that time and checked the signal in the device and said, I have to contact customer support to resolve the issue. I have shown an example that when I connect VPN when I am using MTS data card, it works fine but the connection is not slowing down when I use tikona, This is the secondary issue. Primary issue is, I have taken is 4Mbps but the download speed not even reaching 2 Mbps. I have shared screen shots to the customer care. I have raised a complaint recently on 16th sep by calling customer care. I haven't heard any updates. I have again raised a complaint on 18th Sep 2013. An Engineer called day before yesterday (19th Sep 2013), got the address and direction but no visit done to my home. I have again called the customer care yesterday night and they arranged a call back to a senior engineer. I have also sent an email to customer care with connection speed screen shots. Customer Support officer promised that an engineer will definitely come today before noon and the issue should be resolved but no visit done today as well. I have been hearing from customer support senior office stating that there is a problem between the tower and the device and there are packet loses but not sure why they are not listening customer's complaint. Following are the reference for the complaints. 1-[protected] (complaint registered yesterday night). 1-[protected] (Complaint registered on 16th Sep 2013) 1-[protected] (Complaint registered on 4th Sep 2013). 1-[protected] (Complaint registered on 2nd Sep 2013). 1-[protected] (Complaint registered on 22nd Aug 2013). I am working in night shift from home. I have told customer support that if the connection speed is poor/lost, I can't support from here for my company which will lead to lose of pay. I have taken several days off due to this, which spoils my credit in my company. I feel sometimes, even dial up connection is faster than this speed. I have even told this to the customer support engineers when I talked to them. It will be great, if this complaint helps to resolve the issue. Thanks, Venkat +2 photos Was this information helpful? No (0) Yes (0)
Aug 14, 2020 Complaint marked as Resolved
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Comments

nkvenkat

Hi,

Find attached one more speed test screen shot which I shared to the customer care on Sep 4th.

Thanks,
Venkat

Tikona Digital Networks Customer Care

from Mumbai, Maharashtra

Verified Support

Dear Venkat,

Please be assured that your concern listed Sep 21, 2013 has been noted and our team is working on addressing the same.

Regards,
Tikona Care

nkvenkat

After a long struggle, engineer visited the house. I told him clearly that the issue happens only during peak hours and connection looks good during day. He changed the device at my home and asked me to monitor the speed yesterday. issue continues like the same. I have complaint this again to customer care. I have also informed the engineer again today early morning. I have requested the engineer to come tomorrow. let me see how long this is going to take again.

nkvenkat

I hate to call customer support since they are asking me to call when the issue happens. when the issue happens, If I call they said, they will arrange a call back or engineer visit. Engineer visit is not happening as per the promise.

An Engineer called and said he will visit today at 4 PM to rectify the issue related to slow internet connection but no visit done today as well. Again the connection speed is very slow. I am not going to pay this month's bill unless the issue is resolved.

Yesterday the senior customer support engineer got the trace and confirmed again that there is an issue in the device which is installed at my home. Not sure why the proper steps are not taken to resolve the issue.

Connection Speed in tikona speed test is less than 1.8 Mbps. If I check the speed in "http://www.speedtest.net/", it is even too low.

Thanks,
Venkat

nkvenkat

Hi,

I don't have internet from last evening. I couldn't work yesterday night and also today in the day. I have asked to transfer the call to senior technical resource but the call was not transferred. VERY POOR SERVICE. They are not giving contact details for the support in chennai as well. Customer Support has given the mobile number of an engineer so that i can talk to him but he is not picking up the phone. We should mark this company as black listed company and restrict people to go to this service. I will update to my friends and relatives so that they won't take the service from this company.

Venkat

nkvenkat

Second day has gone like the same. No Internet connection. Escalation team called at 6:30 PM today and checked whether the engineer visit has been done. Nobody visited home to resolve the issue. I have got the local team member's number and contact them for the issue which I am facing. He said, he will call me but it is more than 1 hour. I haven't received the call. I tried to call him again but no response.

Venkat

nkvenkat

For the name sake, they are sending engineers to home and asked them to change the device. They know clearly what is the issue. The issue is during peak hours, load is not handled properly. Customers who uses internet during night will be affected if they use Tikona. I don't have words to express my frustration. I have decided to hold the bill payment until the issue resolved. I am looking for alternate service provider, if i get some one else, i will go with them. I hate this ISP.