Hathway Cable & Datacom — low broadband speed

Address:

110060

1. Reference my complaint dated 28 sept 2017 relating to the about poor broadband service by m/s hathway.

2. Consequent to your intervention, a representative of hathway had rung up twice yesterday (04 oct 2017; at about 09.20 pm and 09.30 pm). He wanted to know what was the problem and was informed that the download speed are very low (Between 6.66 - 7.59 mbps).

3. He then wanted me to check the speed after connecting my laptop through a lan cable. My response was that:-

- m/s hathway have advertised this as an ideal wifi connection and also given me a wifi router.
- we intend using our phones and laptops through wifi. So, it is of no consequence whether i get 50 mbps through a lan cable.
- as a technologist, i am well aware that there is attenuation - but should the signal drop so much that the speed reduces to around 6 mbps with the wifi router located just 3 - 6 feet away from my laptop?
- if you see the picture below, you will see that on 29 sept and 02 oct, i had got speeds of between 39-49 mbps on the wifi with the same laptop. Also, on 04 oct, the speeds increased to around 16-19 mbps at night.

4. Thus, very evidently, the problem is that m/s hathway had laid a cable in early 2016 with a limited certain capacity/bandwidth - but now, the same cable is being utilized for servicing a much larger number of customers.in other words, there are too many subscribers on the same line. Thus, when people are sleeping, the speed increases.

5. Regrettably, the representative of m/s hathway, instead o[censored]nderstanding the issue and accepting that they would try to improve the service, was very argumentative and refused to accept that anything was wrong with their service. They seem to think that they can perhaps fool everyone with technical mumbo-jumbo.

6. Unfortunately, i have paid up till march 2018 - but would like a refund so that i can shift to another service provider.