Hathway Complaints & Reviews

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.

MY NAME IS SUMIT ARORA. I AM FROM VIDYARANYAPURA, BANGALORE..I TOOK THE HATHWAY INTERNET CONNECTION ON 25/02/2013.. THEY CHARGED ME Rs 840 FOR IT AND TOLD ME THAT I WILL BE GETTING THE CABLING AND CONNECTION BY THE NEXT DAY.. BUT ITS BEEN 2 WEEKS AND I HAVEN'T GOT ANY UPDATE REGARDING THIS.. BUT TWO DAYS BEFORE WHEN I CALLED THE HEAD OFFICE OF HATHWAY. THEY TOLD ME THAT THERE IS NO CONNECTION AVAILABLE IN YOUR AREA.. YOU WILL BE REFUNDED YOUR MONEY.. BUT WHEN I WENT TO THERE OFFICE THEY TOD ME THAT'S A NON REFUNDABLE AMOUNT.. I DON'T KNOW WHAT TO DO.. EVEN THAT PERSON IS NOT RECEIVING MY CALL WHO REGISTERED MY INTERNET CONNECTION..

RECEIPT NO-18529
ADDRESS- HOUSE NO.353, 8TH E MAIN, SHREENIDHI LAYOUT, VIDYARANYAPURA-560097, BANGALORE

I have disconnected Hathway broadband service for my a/c # 606848 in Bangalore. On 25-01-13, hathway person S. Mohan came & taken back modem, adapter, data cable & provided Good receipt note # 53027 by informing us that within 15 days will receive refund. Have made several complaints through hathway customer care call. Customer executive had given false promise all the time by saying that have registered your complaints & will receive call tomorrow from concern department. Please return refund for deposit as well as credit amount of Rs. 54.

Hi I am a hathway brodband customer for last 2yrs now acc no 754864 contact no [protected] ...hathway has been cheating its customers in one way or the other my plan details: unlimited 521 kb/S fup of 10gb,sunday n holidays 512 kb/S no limit applicable.... within lat 6 months hathway has changed 3 times their tariff and increasing the rentals!! I dont find this plan anywhere listed on their site: http:/Www.Hathway.Com/Hathway-broadband/Plans_details.Php?cat_ID=nw== how do I believe hathway ...recently they charged 100rs extra in my bill and when I argued ,they said its a mistake and reduced the rental..I doubt hathway is doing this kinda of business ,they commit something while taking connection and deliver something else..... I want hathway to be brought to justice!!! they cant cheat ppl just like this n get away...there is no improvement in speed nor cust care so y increase tariff?? Now i have asked Hathway to disconnect the connection ,they are not doing the same and sending the bill for the whole month when connection was NOT EVEN ACTIVE !!! I HAVE USED FOR ONLY 14 DAYS AND READY TO PAY THE rental but HATHWAY IS HARASSING ME SAYING THAT THEY WONT RETURN MY SECURITY DEPOSIT AND CLAIMING THAT I HAVE NOT PAID AT ALL!!!! THIS IS HEIGHT OF HARASSMENT....HATHWAY IS SENDING BILL DEPENDING ON CUSTOMERS ....they added 100rs as rental ,when i asked about it they said its a mistake!!! Also, my plan tariff details is not mentioned on the Hathway site!!! I NEED TO GET RID OF THIS CRAP HATHWAY AND GET MY DEPOSIT BACK. PLEASE DO THE NEEDFUL... THANKS NITIN

NEVER GO FOR HATHWAY.POOR SPEED AND POOR CC SERVICE.

I am a new hathway user.My account number is 955283.
I am having a 2mb/sec plan but since the day it was installed I am just getting the ~100kb/sec. Which is not even the 10% of speed for which I am paying.I have called CC two time and every in last week but nothing has happened so far.This is affecting my work and I now regret my decision to get the hatchway connection.And I am planning to move to Airtel which deliver what they promise .
Not like hathway.(giving 100kb speed in 2mb/sec plan).

Details of complaint to Hathway:

Date: 28/12/2012.

Dear Sirs,

Ref: customer no: 957022 (s. rukmini)

1. Though I was inclined to go for Beam cable internet connection, because of following assurances your sales person Mr. Srinivas ([protected])

· that I will be getting 100 kbps download with 512 kbps package and proportionately for 1.5 mbps package
· With 4 month’s subscription I will be getting free connectivity for additional month
· Unlimited download with dedicated line
· Best service

I have opted for 1.5 mbps package to have high speed browsing and download and took connection in my sister’s name (S. Rukmini)

2. On 25th afternoon connection was given. As I was not available at home during installation, I checked for speed that evening which was only 0.2 to 0.6 mbps with 10 to 30 kbps download speed. Same was taken up with the sales person, who in turn assured that it would be corrected following day.
3. Following day (26th) after repeated calls, I was informed by sms to contact his Manager Mr. Shivaram ([protected]). On contact, Mr. Shivaram also assured that he would send his technical person to check & correct the problem.

4. The Technical person checked and told that I will not be getting the speed as I was expecting from the words of sales person. As I requested to disconnect and arrange for refund of the amount I have paid if 1.5 mbps browsing speed & proportionate download speed as per the assurances of ales person could not be provided. He advised not to use net till the issue is resolved since I am requesting for refund. I agreed for it. Except on the first day of connection, I have not used net. On first day also I used to check the browsing speed & download speed.

5. On 27th some one Mr. Zameel (technical support) from ph. no.[protected] called and informed that I will not be getting download speed more than 190 kbps theoretically and due technical reasons it would only around 150 kbps. When I requested for refund, he told that a technical person would be sent to check and do any thing could be done following day.

6. Today on 28th at around 2.00 pm some one else Mr. Sathya from technical support called me to inform that I will be getting only 120 to 130 kbps download speed. When I told about the assurances of the sales person & words of Zameel then he also talked about sending some technical person to check. When I informed that no more I can bear with checks & false promises and the connection may disconnected immediately with promt refund of the amount that I have paid, I was advised to send such request to email- id [protected]@hathway.net

I am fed up with the false assurances and talking about other excuses of technical reasons after I have opted for Hathway net connection, I request to you kindly disconnect the connection provided to me & arrange to refund total amount of Rs. 2530/- which I have paid for it.

PRD REDDY
Ph.no. [protected]

i install Heathway internet connection at my house cg-9,shiva enclave,a-4 paschim vihar,new delhi 110063,i informed to heathway sales person i wanna to use laptop nd my cellphones with his connection with the help of wi-fi. i paid installation charges nd month charges to his sales person and he said yes fr everything now,now i have to log in everytime, Heathway coustmer care saying that u have to pay Rs1500/- extra for the new ip address in that u dont have to log in again & again with ur laptop,
when i said ur sales person not said for extra money they said u have to pay this amount or talk to our sales person only.now nobody listening my problem.

compensation for 15 days to be given since connection was not available for the period. Also speed is very less.

Hi,

I need hath way set top box service center contact number/address.if you have any positive result plz contact this number [protected]

Hi This is to bring into kind notice of everyone that hathway internet-sai cable distributor - thakur village -kandivali are fraud.
Thier employee - brn manager-"SHEETAL KADAM", "Amrish Yadav"AND THER "Associated Staffs'" have committed fraud ny filling up fake application forms for internet connection. They have also not responded to client queries. Offered horriable and pathetic service. They have viloted the due dilgence of KYC. They never asked for photograph of the applicant and then have pasted photogragh o[censored]nknown person for lodging application.
They do not have sufficinet manpower, associated engineer to install the end to end connection.
They are still following a cycle of D+4 in this IT era.

Sheetal Kadam has to be held guilty and must be punished for this fraudulent offence. She still is behaving arrogantly and asling us to cancel the application as now reverting will be transpent to higher officials if application is not cancelled.

Beware of fraudlents.

I request consumer forum to take action against the said persons - in Sai CABLE AND DISTRIBUTORS-HATHWAY CABLE,THAUR VILLAGE -KANDIVALI EAST-MUMBAI-MAHARASHTRA-40010

Hathway, I would say, is the worst internet service provider ever. But before I discontinue this service I would like to file a complaint against them. I wanted to get my plan changed to a better one (more charge than my existing one). I went to the Hathway office (at the address mentioned) and they "assured" me - "dont worry, we will take care of it". And they really "didnt worry to take care". I still have the old plan with my extra money lost. After several phone calls and emails (with their internal server down more than not), I got a reply that you did not mention in a comment that you want a plan change. Where would they want a comment? On a Facebook, eh? Also they asked me to go to the office again, with the same "assurance" you see.
Please kindly escalate this matter. This is not the first time i have had this experience with a "shameful company". Expect your prompt action into the matter.

Hi my name is Praveen Kumar and having the acc.no# 934845 registered in the name of Saranya. In the month of sep 2012 i got hathway internet connection. I was promised for connection validity of 6 months and was charged Rs. 3770/-. But now, they have disconnected my internet services stating that it is only for 3 months and I have to pay an additional Rs.600/- for further 3 months validity. I do have a receipt from hathway for the payment i have made. When i call the customer care, they don not respond properly and will claim that they will arrange a call back within 2 hrs but no one calls up, later when i call i get the same response or get an ignorant reply that it's the problem with the back end office. I request you for immediate action on this as I'm really fed up with the way I'm being responded for my query. I want my internet service up and running at the earliest.

Regards,
Praveen Kumar