Hathway Complaints & Reviews

dear sir i have us hathway inter net connection my customer id is :875014, username , chamundagas
i have cumplai to date 15/06/2013 my cumplain no is 8337014, sir cumplain not soll and customer care not respons to may cumplain i have cumplain to u pls soll my cumplain atherways

I am soheb form mumbai only month completed internet services are down complain for 3 times in 4 day they trying to fix form their end no come @ my place to resolve the problem after complaining services working for 5-6 hrs then the same problem after calling them they jst giving me complain no only no one coming to solve the problem. If they can't give me the services then they should give me my money which they have taken form me for installing.

Well its been 3 months the setup box got burnt due to electrical short circuitn from then oni have been calling this executive n also meet him in street n ask for a replacement for which he says in 2 days the same will be replaced !! How the hell these people run their business give a worst n pathetic after sale service ??

Is There are no immediate manager who moniter these executive who work as if their pops company giving vauge answers n showing their attitude!!

Imajine how patient am waiting for this pathetic people will do their job in due time but alas thers no answer live alone. Taking calls.

If they dont knw ethics of business why do they give us problems like this!!

Can't write anymore thinking their nature of work they do !! How will they run their own family I wonder !!

I was using Hathway broadband connection with account number 819670. I have requested for termination of Internet connection on 15th May 2013. I was told by their executive that May 2013 bill will be compensated with the security deposit of Modem and someone will get in touch with me for collecting it. But again for June 2013 new bill got generated with Cumulative amount though I have shifted my house and not using Hathway connection any more. I am not receiving proper response from Hathway people. Kindly help in expediting my request.

I HAVE BEEN USING HATHWAY BROAD BAND SERVICES SINCE 8 MONTHS , I AM REGISTERED UNER 2 MBS PLAN . EVER SINCE I GOT HATWAY THERE HAVE BEEN PROBLEMS WHERE THERE IS NO INTERNET FOR 3 TO 4 DAYS WHEN EVER IT RAINS THERE IS NO INTERNET THE SPEED IS LESS THAN IT IS PROMISED IN THE PLAN , EVERY TIME WE TRY TO CALL THE SUSTOMER CARE THEY PROMISE A CALL BACK FROM LEVEL 2 WHO NEVER GETS BACK... WHEN U WANT TO DISCONNECT THE HATWAY SERVICES THEY DONOT AGREE ON REIMBURSING TH AMOUNT WHICH THEY HAVE TAKEN IN ADVANCE . PATHETIC NETWORK CONNECTIVITY ...

My Hathway Set Top Box is not working properly.
Half of the channels provided are missing past 2 WEEKS.
The matter of concern is the CUSTOMER CARE IS NOT RESPONDING.
I even tried contacting the Nodal officer, but all in vain. None of the contact numbers responded. ..
This is pathetic and really irritating.
Please do comment if someone else from Bangalore is facing the same situation .

This is regards to my Digital set top box which has burnt on 02/05/2013, by my Cable Operator (Sark Cable), but almost 3 week passed till take I did not received back my set top box.
Please look into the matter and rectify the issues as soon as possible.
Regards,
Arvind
14-E, First Floor Pocket-04, Mayur Vihar Phase –03
New Delhi-110096
Mob-[protected]

I paid for prepaid connection twice and the have been sending me postpaid bills with due amount twice the recharge value. When raised the issue, they apilogized for the goo[censored]p but disconnected my internet connection.

The customer care executives dont seem to care and email responses at all times are tangential. I want to sue them and have all the evidences in place. However,
would need CEO's email id. Can you guys help me with the email address or in teaching them a lesson?

Dear Sir
I was using the Hathway Broad band cable net services. My account no was 772426.
I had asked them to stop the connection in the month of November 12 and then i was told that
my connection is terminated and the service personnel will collect the Modem and cable.
Till date no one has come to my home and collected the device.
So i had raised numerous request to the customer care and the complaint were taken .
Again i was told that some one will come. Till now no one has attended Instead i am getting
bills for every month. So for that also i had asked the customer care that i am getting the bills
The response was ignore the bill as your connection is terminated. This is happening from Jan 13 onwards
I am afraid if my deposit paid during the installation will be seized or given back to me.

Please solve my queries.

Regards
yogesh
[protected]

Complaint no. 81131885 and 81476363 As Register with Hathway Internet Services

I have call ed them from overseas more than 5 times and from Pune I dont know how many times i have called them after all this efforts they said they cant register the complaints for the same reason.And at the same time they are not able to provide services to me.

From 02/03/2013 ihave paid the full amount in advance for 4 months plan see the details below

Rate Plan Effective From Date Effective End Date Download Limit Carry Forward Units Current Usage
PowerWay 2048
4months 12GB L 02/Mar/2013 07/Jul/2013 16384 14213.26
10:17:35 AM 10:17:35 AM

We really feel absolutely irritated by your cable operators. When they can collect proper money every month, why cant they respond to our complaints?
what the hell is going on here?
We have installed set top box. But still the operator says he has kept one switch in one house. Main problem is that person who has this switch disconnects the cable daily from 10-5pm. And it wil b almost off for whole day during weekends.
And cable operators wont receive our calls most of the time. Later aftr calling repeatedly for more than a dozen of times.Wtf?!
Keep that switch in anyone else's home who can take proper care.really disappointing service from hathway :(
~jayanagar citizen,
Mysore-570014

We have a Hathway Connection for past 2 years, we have been recharging online every time and things were fine. However, for the past 3 months there has been continuous 'limited connectivity' , the speed has been above 1.3kbps. Now the staff says online recharge are invalid, in year 2013 where every service can be done online, hathway disagrees to it when they have an online service which is generating receipts. Harassing customers this way is just out of league. Severe action must be taken against this.

We ordered for a set top box to avoid interruption due to digitization of TV signal. We ordered this one month back but they (Hathway-TTN cable network people) are not providing it and saying some stupid reasons.Our channel list is completely blank from April 1st. We wasted lot of money calling them and lot of time revolving around their offices. Please guide me to take an action on them legally.

The Hathway is giving big 'hath ever since conversion from analog to digital. It just worked for 1 hr after installation of new digital setup box with almost picture breaking (low signal) all the time. I could see now just halthway logo all the time on TV screen. Contacted cable company first then many times just to hear standard excuses and still waiting a the customer service representatives at cable company assist in this solving problem. Location of problem: Kompally, SAPM 159

THE DETAILS STATED IN THE TWO EMAILS SENT TO THE COMPANY ARE SELF EXPLANATORY.

Hathway set top box C9700N was certified defective by the company's technicians. thus our cable TV is not operational since last one week. The set top box was installed in the month of July 2012 and should be replaced immediately by the company as its under warranty. All our follow ups at their call center and emails (attached below) were futile. In spite of these communications the company has not even bothered to contact us or send a reply email. If this is the treatment meted out to educated and informed customers like us , We can only imagine the fate of our unsuspecting / gullible brethren.

The cable operator has sold the set top boxes without any invoice / delivery note or receipt of payments to the entire locality (we are sure it has been done on a very large scale in many more localities) thus evading huge amounts in terms of taxes, octroi & other levies and duped the government.

We are confident that there are many other customers with similar grievances, but have avoided the hassle of complaining and making this issue public, as the device is a low value article ( approx Rs 1500/- in Mumbai) people just pay up and get away with it, Thus the company and their cable operators are now used to turning a blind eye towards any customer requesting warranty / after sales services.

But someone had to bring these issues to the notice of concerned government departments and customers who blindly believe the fake commitments given by their cable operators / employees who install these units.
and ask payment in cash and when you ask for bill /documents, they announce " FIKAR MAT KARO - HUM HAI NA"
Each house hold has one or more than one set top box installed, the population of these devices is huge and so are the profits and the consequential issues of customers.
============================================================================
From: [protected]@aol.in [mailto:[protected]@aol.in]
Sent: Monday, April 08, 2013 5:11 PM
To: [protected]@hathway.net; helpline.[protected]@hathway.net
Subject: Technical failure of Hathway set top box model : C9700n

To,
The Concerned Manager/Authority,
M/s Hathway Cable & Datacom Ltd.
Santacruz (W), Mumbai.


Our Reference : ADMR/MUM/ CONS-FOR/413 Date : 8 th April 2013.


Subject : Technical failure of Hathway set top box model C9700n.

Details of Article / Equipment :
Hathway set top box Model No : C9700n, Installation date - July 2012
markings on bar code label/ sticker pasted on the base/bottom of the unit:
C9700N[protected] NDS[protected]

SMART CARD No : 0000 3839 9515

Customers details : Mrs Jayalaxmi Donpal, Resident of Manipada, Opp Mumbai university, Kalina, Santacruz (E), Mumbai 400098.


Sir's

With reference to the above cited subject and the relevant references thereof. We wish to bring to your kind notice the following facts and incidences.

1) Our cable TV connection failed to work on 5/4/2013 - Friday, It was immediately brought to the notice of the local cable operator / service provider. their collection boy tried to rectify it, but without any success. thereon they resorted to evasion tactics and delayed the issue until today.

2) Today they deputed some "regular" technicians, They checked the the entire cabling with their test instrument and concluded the cable/wire was OK, They then connected a service set top box and tested our connection the connection worked fine.
The final conclusion was that the SET TOP BOX IS DEFECTIVE.

3) The trio of the two technicians and the collection boy asked for Rs 1800+ other charges for replacing the set top box. which was installed just 8 months ago.

4) The technicians lied about the warranty period, Which they claimed is only 3 months. whereas several reliable sources have confirmed that the company's warranty for this item is for a period of 12 months from the date of installation.

The cable operator/ service provider do not conduct their business operations in a professional/legal manner. They do not issue any cash payment receipts, invoices for sales/delivery of set top box, or any documents pertaining to warranty or after sales service etc. Its seems unbelievable that a company of your repute has tied up with such disorganized entities who seem take pleasure in causing inconvenience to unsuspecting customers.

We request you to kindly provide us a solution to our problem by replacing the defective set top box with a working unit as its under warranty period.
Kindly initiate some prompt action in this regard and resolve this issue at the earliest.

Thanking you for you kind attention to this matter. and anticipating a favorable and prompt action.

Regards,
Mrs Jayalaxmi Donpal. [protected]


=========================================================================
SECOND EMAIL

Re: Technical failure of Hathway set top box model : C9700n
From pcsmith [protected]@aol.inhide details
To helpline_executive [protected]@hathway.net



Sir's

With reference to our grievance pertaining to our set top box attached below. We regret to mention that in spite of waiting patiently for more than 24 hours,Which is the standard TAT / response time for companies to respond to their customer complaints.
Our communication seems to have failed to invoke any interest in your concerned staff. We are yet to receive a confirmation of receiving our email or some action being devised to resolve our issue.

We request you to kindly communicate with us openly in this matter, To enable us to decide our further course of action. If this matter needs further escalation kindly instruct us accordingly.

We shall await your response until 12 pm tomorrow. thereafter we shall be constrained to conclude your total disinterest towards our case.

Regards & Best Wishes,

Hi,

My Hathway user id is 978982

I took the connection just 6 days back[protected] hours it works fine after that every day i need to call them 3-4 times to their paid customer care just to login. I have told so many times but not even a single problem has resolved. Now their representative start behaving rudely. So i told them In 5 days if you show this color i am afraid of coming days so I requested them to give my rest of money back just cut the installation charge and usage amount. Regarding this i even sent 4 mails along with screen shots. But now they are making stories and not returning my money.

We are using Hathway set top box since many years for our TV.
Customer ID for Hathway :11543.
Every year we pay the charges anually i.e. bill amount for entire year in first month itself.
Still we do not get proper services & the technicians do not arrive to solve complaint as they are not
at all bothered as they have received the entire year amount for cable connection.
But I would like to inform you that I have been cheated by Hathway & the entire higher team of Hathway is involved in malpractices.

I had given my set top box for repairs due to video problem & every day I was told that it will be repaired the next day.
This way 15 days passed & there was no cable TV at my home.
For solving my complaint I was continuously in contact with Mr.Ershad Shaikh who controls the entire cable connection system in Pune.
Everyday I was given false promises about the repair date & was even not provided a temporary set top box till my original one was repaired.
When asked he said that Hathway cant provide temporary set top box to old connections, whereas they had set top boxes in stock to provide to new conncetions.
Irritated with Hathway's bad service, I escalated the complaint to Hathway headoffice in Pune & Bombay.

Next day Hathway delivered a temporary set top box.
One day after I got the temporary box, their technician came at my house to collect charges for set top box repairs without my original set top box.
When asked about our original set top box, the technician argued that they will touch my set top box for repairs only after I pay them repair charges
This means that earlier they had not even started with repairs & were just giving me fake dates.
I talked with Mr.Sheikh at that time on phone to confirm such policy of taking charges before repairs & he said that this is Hathways procedure of working.

I then payed him the amount & after 2 days, Mr.Eknath delivered me a repaired set top box.
But I was shocked to see that it was not my original set top box.
Our set top box was a well maitained one which almost looked like a new one whereas the one I received was very old one & in a very bad condition.
The digital smart card inside the box was also not ours, whereas the smart card is unique to every customer registered in their name.
When asked about this bad replced set top box, Mr.Eknath argued that Hathway never repairs our original set top box , but they replace it.
When asked about the smart card, he said that it is ours only.

Arguement with Mr.Eknath was of no use as Hathway had cheated us & we had already paid repair charges.
I crosschecked the delivered smart card registration & came to know that it was registered in the name of some customer called Mr.Pandit Shah.
Immediately I mailed this issue to Hathway headoffice & they reverted saying that the issue will be solved.

Hathway has taken our original well maintained set top box & delivered an old used one registered in other customers name.
Such malpractices are carried out by Hathway to give old,used,bad conditioned set top boxes to old customers & provide our original set top boxes to new conncetions, for Hathways cost cutting & profit making intentions.
Besides Hathwway is charging any enormous amounts in order to make profits for new set top box connections in the current period when digitisation has been compulsary.
Thereby looting the helpless common man.

I have faced such a problem before digitasation is implemented then God knows what havoc of cheating innocent customers will be created by Hathway after 31st March when evryone will have to go for digital connections.
One week is over since I am in touch with the Hathway headoffice authorities & they are also giving me false promises.

Thereby I thought of seeking help of Consumer Forum.
It is an earnest request to resolve my complaint & help me in getting my original set top box & my registered smart card from Hathway.
Also would be glad if you take some stern action against Hathway Digital Cable Network so that they will stop their monopolistic atrocities over citizens.

Thanks & Regards
Junnarkar

Kothrud,Pune

For your reference-
Contact Details of Hathway Digital Cable Network:

[protected]@hathway.net
[protected]@hathway.net
[protected]@hathway.net
[protected]@hathway.net
[protected] ,[protected]

ACC no : 116336
Name of : sheela james
Registered mobile no :[protected]

Dear sir

i am having to write this mail with utter frustration with your technical support after 3 over the call complaints and one visit to ur office here in thakur village.
complaint nos.
1>7994703
2>7942611
3>7970620

and several calls with assurances made to fix the issue after 20 days of calling ur technician made it to my house today and apparently did something to fix my network issue.
which has not got fixed.


What my issue is ;>

All pings to europe have doubled over the last month.
Due to which many issues are being caused.
1> my voip ie. skype (stutters when talking to europeans)
2>my online game is unplayable the only reason i took hathway was for its good pings.

This is the traceroute to the server which clearly shows that at HOP 7 the path followed by u guys to tata communications server in europe 7 302 ms * 322 ms if-9-5.tcore1.WYN-Marseille.as6453.net [80.231.217.17] is not working properly.

Tracing route to[protected].customer.teliacarrier.com [213.155.155.233]
over a maximum of 30 hops:

1 8 ms 10 ms 20 ms 10.90.0.1
2 23 ms 13 ms 13 ms 125.99.127.169
3 38 ms 34 ms 14 ms 203.212.193.38
4 34 ms 14 ms 17 ms 203.212.193.253
5 11 ms 10 ms 13 ms 115.113.163.73.static-pune.vsnl.net.in [115.113.163.73]
6 27 ms 27 ms 25 ms ix-0-100.tcore1.MLV-Mumbai.as6453.net [180.87.38.5]
7 302 ms * 322 ms if-9-5.tcore1.WYN-Marseille.as6453.net [80.231.217.17]
8 * 305 ms 307 ms if-8-1600.tcore1.PYE-Paris.as6453.net [80.231.217.6]
9 325 ms 342 ms 316 ms 80.231.154.86
10 330 ms 320 ms 340 ms prs-bb1-link.telia.net [213.155.132.224]
11 315 ms 350 ms 322 ms adm-bb4-link.telia.net [80.91.245.68]
12 319 ms 312 ms 324 ms adm-b5-link.telia.net [80.91.246.99]

This is the traceroute to the server which clearly shows that at HOP 7 the path followed by u guys to tata communications server in europe 7 302 ms * 322 ms if-9-5.tcore1.WYN-Marseille.as6453.net [80.231.217.17] is not working properly.

And the biggest concern of all :>

PACKET LOSS ( which ur technicians claim is related to speed asking me to upgrade to a 2mbps plan to fix it)

Packet loss occurs when one or more packets of data travelling across a computer network fail to reach their destination. Packet loss is distinguished as one of the three main error types encountered in digital communications; the other two being bit error and spurious packets caused due to noise.

Causes

Packet loss can be caused by a number of factors including signal degradation over the network medium due to multi-path fading, packet drop because of channel congestion,[1][2] corrupted packets rejected in-transit, faulty networking hardware, faulty network drivers or normal routing routines (such as DSR in ad-hoc networks [3]).


this is from wikipedia as u can see it has nothing to do with speed.

http://www.pingtest.net/result/78849527.png

this is hw much packet loss i am getting 6%.(due to which my ingame experience as well as voice communication is hindered.)

THE problem ;>
TRAI (Telecom Regulatory Authority of India) clearly states that isps need to provide less than 1% packet loss or else they face a fine of 1lakh
for proof of this kindly read the last page of the attached trai regulations pdf.

I wish to recieve a reply to this mail with a solution.

This mail was sent to them after wasting 200rs of talktime talkin to thier technical support. when i send this mail all i get is.

----- Forwarded Message -----

Your message to <[protected]@hathway.com> was automatically rejected:
Quota exceeded (mailbox for user is full)

To be precise, Hathway is hopeless and worst ever service and signals in the world. They are not responding properly and attending the complaints even after repeated calls. I request everyone whoever want to take Hathway connection, DON'T TAKE - Ratna, Ameerpet, Hyderabad. Ph. [protected]

Since Ist February the set up bos not functioning properly sometimes coming after anhour again Channels are screaming together Hathways Logo comes contact technical support now its 12 am I have been waiting waiting for. to day 17.3.2013 nono of them reporting for correction even if I telephonically complained to local attendents of hathways. attendenta were of the view the owner is staying in Chennai and nt listening to us.