You Broadband & Cable India Ltd. — Low Speed and Frequent Disconnection

Address:

Gujarat

I am using broadband services at my residence provided by You Broadband & Cable India Ltd. I am using their services since Jan 2013, but since last couple of months I have been facing a low speed issue. Also I am facing another issue of frequent disconnection since last 10-15 days.

Broadband Plan Details:
Account Id: 878378
Plan Name: You Jaguar
Speed: 1Mbps
Type: Unlimited 24 Hours.

Issue #1:
According to the plan I should get speed up to 1Mbps. As per the company's policy, they provide 80% of plan's speed which is around 800Kbps. Initially, I used to get the speed according to the plan and had no complaints regarding the same. But since last couple of months, the speed has be slowed down. I get speed of 600-800kbps. And since last 10-15 days, most of the time the speed is around 500Kbps which is 50% of the plan. I have been complaining regarding this issue a lot but they are not solving this issue.

Issue #2
From last 10-15 days, I am facing frequent disconnection of the internet. And since last week, this issue has reached the apex level. After every half an hour or so, the internet gets disconnect for 15-20 minutes, sometimes half an hour and since last two days 2-3hours of disconnection. The modem remains online but I am unable to browse any of the websites. I can browse hardly for a minute or two. I have registered a complaint regarding this issue as well along with the low speed issue in last week but the customer care executive didn't register the latter issue. Then I called the customer care again day before yesterday and that is when they registered the complaint for the mentioned issue. I asked them to put the manager or immediate supervisor on the call but they didn't do that and assured me that the issue will be resolved within 24hours. Yesterday when I called again for the same issue, they said that issue will be solved within 48hours starting from the day of complaint registration which is 6/08/2013. At first they say that it will take 24hours and the very next day they say it will take 48hours. What kind of internal communication gap is this? Well, that's not important, what the main thing is, I received an SMS from You Broadband that the issue has been resolved. I checked the the internet and faced the same problem again. The issue has not been resolved yet. I still face frequent disconnection.

I feel calling them is useless. I was told that I will get a call-back from their side but I never got any.

Also, my friend who lives in Baroda, Gujarat is using the same plan from the same service provider and he never faced such kind of issues. Also, he gets almost 100% of the speed all the time. Now I don't know what is the company's policy behind this. Why there is a difference of services in two cities of the same state?

I would like concerned person to have a look at this problem at the earliest and revert for the same as most of my work require consistent speed and flawless connection.

Expecting a call back soon from the company's side.

Thanks & Regards,
Kaushal Thakkar
+91 [protected]

P.S. I was trying to submit a complaint since half an hour, you can see the time in the screenshot.