Hathway — Fraudulent internet service

Address:	Mumbai City, Maharashtra, 400013
Website:	www.hathway.com

My Hathway Broadband Account number is 1536069.

I took their HD 2 Stream plan ( 50 Mbps speed with 15 GB monthly data cap) in January 2016, with billing cycle starting on the 23rd of each month. This connection was taken after paying an advance amount of Rs. 2747.

During the 1st billing cycle from January 23rd, 2016 to February 23rd, 2016, the speed was dropped to 1Mbps saying I had crossed the 15 GB monthly data cap limit. Accepted.

So at least for the second billing cycle starting from February 23rd, 2016 they should have restored the speed to 50 MBps. They did not, and my speed remained at 1Mbps. So I called their service centre several times, and all they do is register a new complaint ID every time, and they say the following 4 reasons every single time :

- Sir, have registered your complaint, your issue will be resolved in 4 hours.
- Sir, have registered your complaint, your issue will be resolved by the end of the day.
- Sir, have registered your complaint, by tomorrow first half, the issue will be resolved.
- Sir, have raise the complaint on priority basis, and a technician will come to your house in the evening.

Despite of all this, my issue has never been resolved, nor has any technician come to the house to repair it even once.

When the next time I called asking to speak to the floor manager, the Customer Care member (a Mr. Ashutosh) told me, he was busy and couldn't attend now, and instead asked me to write a mail to [protected]@hathway.net . I did the same, and no reply has come nor has their been any resolution to the issue.

Now since, March 9th 2016, their has been no internet service itself. When I called regarding this, they told me there was an issue, in our area (Gokuldham, Goreagon -East) and was being sorted out, that's why I was having the issue and it would be resolved within 24 hours. The next day when I called, he told me that the issue in the area had been resolved, but yet I had no internet, so he remotely tried to reset my router, which failed. So he tells me that my issue can't be resolved from there and he'd send a technician by evening to resolve it. The same cycle has started all over again, with me calling them every day, and they keep saying it'll be resolved.

I was finally able to talk to the floor manager yesterday and he told me it was because I had not made the bill payment. I told him, your service centre person told me that the Internet in our area was the issue and that I had already made the advance payment for 3 months. On hearing this, he had nothing to say and went back to saying the issue will be resolved soon.

Clearly, this company and its customer support have no idea what the problem is, and they just keep beating around the bush, trying to fault the customer.

THIS IS BY FAR THE WORST CUSTOMER CARE AND PRODUCT SERVICE I'VE EXPERIENCED. IT'S BEEN 3 DAYS NOW, AND I STILL HAVE NO INTERNET . ALL MY MEANS OF BUSINESS, WORK AND COMMUNICATION HAVE BECOME STRANDED BECAUSE OF THIS.

The following is the list of all complaint ID's that have been registered, none of which have been resolved :

[protected]
[protected]
[protected]
[protected]
[protected]
[protected]

Do look into this, and solve my issue at the earliest. Having the speed reduced is one thing but providing no internet service altogether is totally unacceptable .