Hathway Cable & Datacom — fraud and refusal to extend connection

Website:

hathway.com

I took a Hathway connection on Feb 28 after paying 3500 rs for a speed of 50 Mbps. From the time I took the connection till April 8 I had consistent issues with the internet speed which was less than 20 Mbps as compared to the 50 Mbps promised. I issued several complaint requests during the period and the customer service did not even have the courtesy to send in a technician to check the problem. After multiple complaints, the issue was resolved on April 8. As is only fair I issued a request for a month's extension of the connection. My request was approved by a customer service professional on March 29. However, when I followed up the request I was told that since I had used the net during the said period I was not eligible for an extension
I contacted the nodal and appellate officer only to hear the same thing. The appellate officer told me that they had no authority to issue a months extension following which I mentioned that a customer support executive had provided misleading information. About three days later I came across Trai regulations that said I could ask for a month's extension if my complaint had not been resolved in 15 days. I contacted the hathway office to know the exact date I registered the first complaint. At first they told me the system was not working and the second time they told me that the complaint was registered on April 3 when I know for a fact that the complaints started way back in March. The appellate officer very calmly claimed that despite the fact that I signed a contract for 50 Mbps, you cannot always get the said speed and that therefore they could not refund the money. Hathway, if you can't provide even half the said speed then you should not cheat your customers and commit fraud. Do not charge your customers if you can't provide proper service