Spectranet — Bad service and no refund provided yet

Address:

560037

Ihave been having trouble with spectranet broadband service since march and did not have internet for almost a month. After i wrote multiple emails and called their customer servie several times, they gave me credit of rs 1041 in my spectranet account. Also, the person suggested to upgrade to 20 mbps unlimited plan with upfront payment for 3 monts rs 4290; which he said would be a much better and reliable service.

I then made the 3 month advance payment for the package on 30th april. This was paid for period of 24th april to 23rd july. After i subscribed to the higher plan, the internet was working stable for almost a month and then it started troubling again since 5th of june, the internet was out intermittently and whenever the internet was there, i got very low speed of 1 mbps. So, i kept complaining and started writing emails. Everytime i called their customer care, they gave me a new sr number and promised that some technician will visit me soon. But noone ever came and after 5-6 hours i got a sms that the sr is closed.

Finally i took airtel broadband and asked spectranet to terminate the service and give my advance paid money (Only remaining amount) back. The customer representive said there is no refund policy in spectranet even if spectranet cannot provide the service due to technical reasons. But he could not provide me any evidence of non-refund policy.

I queried internet and found that spectranet has refund policy.

http://www.spectranet.in/presentation/sublayouts/htmlpages/refundpolicy. Html

It is a real lesson learnt with such companies, we should not do business who are not clear and transparent and do not provide proper service.

I am attaching the email correspondence so people can benefit from this.

Hello spectranet,

Any feedback on my request? I called your customer care again today at 5 pm and the customer service representative told me that, there is no such policy in spectranet where they refund the advance payment that the customer has made. He told me to go and check in the my. Spectranet.In site. When i asked where and what to check, he could not give me any proper direction and said he raised a request to the concerned department and someone will provide me the information.

After the talk, i received 3 new sr numbers as sms in my mobile, they are :-
Sr[protected]
Sr[protected]
Sr[protected]

When i searched internet, i find the below link which talks about the refund policy of spectranet

http://www.spectranet.in/presentation/sublayouts/htmlpages/refundpolicy. Html


I want the following money refunded asap :-

Rs 1041 credit balance i have in the account
I have paid an advance payment of rs 4290 for period 24th april to 23rd july, my internet is not working since 6th of june. So, i need the credit back for the period 6th june to 23rd july.

I need the credit money asap, please do the needful.

Regards,
Asish.


From: asish ranjan subudhi
Sent: monday, june 13, 2016 5:19 pm
To: 'care.'; '[protected]@spectranet.In'; '[protected]@spectranet.In'
Cc: asish. [protected]@gmail.com; snigdha. [protected]@gmail.com
Subject: re: compliant... Spectranet account number :[protected]bang-017875.. Termination request

Hi spectranet,

I have now got airtel broadband in my flat as i cannot continue without internet and so much hassles with spectranet service. Please cancel my service with effective from 6th of june and initiate the refund of the remaining of “advance 3 month payment” which i already made.

Let me know how soon you can refund my money back.

Regards,
Asish.

From: care. [mailto:[protected]@spectranet.In]
Sent: monday, june 13, 2016 5:01 pm
To: asish ranjan subudhi
Subject: re: compliant... Spectranet account number :[protected]bang-017875.. Termination request

Dear asish

Thank you for writing us at spectranet.

Sincere apology for the issue you are facing regarding our network. Kindly be informed that your issue is already in progress under the token sr[protected] and has been forwarded to our concerned department. You will have an early resolution on the same.

In case you have any further queries or concern, please do not hesitate to contact us at our customer support toll free number :[protected] or email us on [protected]@spectranet.In.

Warm regards

Team care
E-mail – [protected]@spectranet.In
Toll free number: [protected]


On mon, jun 13, 2016 at 4:10 pm, asish ranjan subudhi wrote:
Hi spectranet,

Can you please provide feedback on the below request for termination of service due to bad service and customer support from your end. Last night i received a feedback that the latest sr[protected] has been resolved at 1:31 am in the morning without any technical person visiting my flat and helping to resolve the issue.

Please initiate the termination of service with effective from 6th of the month (Since the day i am having various issues with the spectranet connection). And, let me know how you will provide me the refund amount? I am also listing all the srs which has been raised and closed by you without really fixing the issue.

Sr[protected]
Sr[protected]
Sr[protected]
Sr[protected]
Sr[protected]
Sr[protected]

Asish.


From: asish ranjan subudhi
Sent: sunday, june 12, 2016 10:49 pm
To: 'care.'
Cc: asish. [protected]@gmail.com; snigdha. [protected]@gmail.com
Subject: re: compliant... Spectranet account number :[protected]bang-017875.. Sr[protected]

Hi spectranet customer care,

I don’t think i should anymore be continuing with your service and follow up with the issue which i do not think would be ever solved. I have been following up by calling spectranet customer care 5 times since yesterday, and every time i was promised that the issue has been escalated and would be resolved at the earliest. And, some technical person will be contacting me.

The worst part is, no one has ever contacted me nor fixed my issue. Every call, i get a false promise for an expected resolution date. When i called today at 5:30 pm i was promised that, the issue would be fixed latest by 8 pm, also i received information that, the wiring between the ont and my apartment would be replaced. But no one called me nor anything happened. When i contacted the customer care at 8:30 pm, the person told me that the issue would be fixed by 12 pm tomorrow.

So, i have decided that i will not continue with spectranet service; so please terminate my connection and refund me the advance payment i have made for 3 months. You can charge me until 5th of this month, as after that i am having trouble and issues with intermittent outages, slow connection, specific web sites not accessible problems with your service.

Let me know how i will get the credit for the extra payment i have made. I still have a credit for rs 1041 in my account. I can share my account details for the credit from your end. Respond back at the earliest.

Regards,
Asish.


From: care. [mailto:[protected]@spectranet.In]
Sent: saturday, june 11, 2016 12:00 pm
To: asish ranjan subudhi
Subject: re: compliant... Spectranet account number :[protected]bang-017875.. Sr[protected]


Dear customer,

Greetings from spectranet!

With reference to your mail we really apologize for facing the issue for so long. Please be informed that we have forwarded your concern and we will resolve the issue.

In case you have any further queries or concern, please do not hesitate to contact us at our customer support toll free number :[protected] or email us on [protected]@spectranet.In.

Warm regards
Team care
E-mail – [protected]@spectranet.In
Toll free number: [protected]


On sat, jun 11, 2016 at 11:01 am, asish ranjan subudhi wrote:
Hi spectranet customer care,

The technician visited my house yesterday afternoon at 5 pm and after that the speed of internet download increased to the desired level. But, i raised the complaint of specific sites not accessible from spectranet internet connection where as those sites were accessible while trying from other internet provider (E. G. Using the mobile data from airtel as well as other operator dongle). The technician confirmed to me that, there is some issue in the spectranet backend and he can not resolve it. Rather, he said my problem will be automatically resolved when the backend team fix the problem.

I had internet connection until 10 pm, after that i lost the internet connection. So far, i do not have internet at home and i am trying to use the mobile data to do my work.

I am day by day getting to loose the confidence on spectranet service and customer orientation. So, please let me know when you can fix the problem permanently. If you do not wish to fix the problem, then please make it clear and i will try to get broadband connection through a different operator, and you give me the money back for the 3 month advance payment i have already made.

I have attached the photo of the broadband modem to show you that i do not have internet at home.

Regards,
Asish.


From: care. [mailto:[protected]@spectranet.In]
Sent: friday, june 10, 2016 11:27 am
To: asish ranjan subudhi
Subject: re: compliant... Spectranet account number :[protected]bang-017875.. Sr[protected]


Dear customer,

Greetings from spectranet!

With reference to your mail we really apologize for the inconvenience caused to you.
Please be informed that we have forwarded and escalated your concern regarding slow speed to the concern department. Kindly allow us some time.

In case you have any further queries or concern, please do not hesitate to contact us at our customer support toll free number :[protected] or email us on [protected]@spectranet.In.

Warm regards
Team care
E-mail – [protected]@spectranet.In
Toll free number: [protected]

On fri, jun 10, 2016 at 11:06 am, asish ranjan subudhi wrote:
Hi spectranet customer care,

I receive the same feedback every time i call the customer care number [protected]. The issue has not been resolved yet. So, i am now forced to find out an alternative internet provider in the area and will initiate the termination request for your service.

I also share the speed test results so that you all know how much i am suffering due to bad service from spectranet.


From: care. [mailto:[protected]@spectranet.In]
Sent: thursday, june 09, 2016 9:29 pm
To: asish ranjan subudhi
Subject: re: compliant... Spectranet account number :[protected]bang-017875

Dear asish

Thank you for sharing the snapshot.

Kindly be informed that your request has been forwarded to the concerned department. You will hear from us very soon.
Please note this as a token of your request for further communication on this case: sr[protected].

In case you have any further queries or concern, please do not hesitate to contact us at our customer support toll free number :[protected] or email us on [protected]@spectranet.In.

Warm regards

Team care
E-mail – [protected]@spectranet.In
Toll free number: [protected]

On thu, jun 9, 2016 at 8:20 pm, asish ranjan subudhi wrote:
Spectranet,

I started getting very bad internet connection since last 4 days and have been contacting spectranet customer care. Half of the time there is no internet connection, and when the internet connection is there the speed is very slow and quite a number of web sites are not opening.

Everytime i call you, i get the same response that someone will contact me and a technician will visit my house to check the issues. But, so far no one has contacted me nor paid me a visit. Every day i have been chasing spectranet by calling customer card 3-4 times, but honestly i have not seen any support been rendered to me.

I have raised multiple srs and all are getting closed with a statement that the issue is resolved. I have received sms notifications for the same. Sr numbers are :-

- sr[protected]
- sr[protected]

So, i think, spectranet is not really interested for me to continue as a customer. I now regret why i went for a higher speed and volume package by paying extra rental where i am not getting the committed service. I have attached a screenshot of the upload/download speed test result that i got just before 10 mins.

If you do not wish to solve my problem, then i will be forced to escalate this to higher authorities and ask for termination of the connection and refund of advance payments and compensation.


From: asish subudhi [mailto:asish. [protected]@gmail.com]
Sent: wednesday, june 08, 2016 12:08 pm
To: asish ranjan subudhi
Subject: fwd: compliant... Spectranet account number :[protected]bang-017875


— forwarded message —
From: asish subudhi
Date: fri, may 6, 2016 at 12:05 pm
Subject: compliant... Spectranet account number :[protected]bang-017875
To: [protected]@spectranet.In
Cc: snigdha prusty
Hi spectranet,

I am writing this email with a high degree of disappointment for the way you have been dealing with customer complaints. I have been using the service for quite some time now (More than a year at least).

We had no internet connection from 20th of march (Can’t remember the exact date, but it was close to the 20th march date) until 30th of april. We had raised many complaints by contacting your customer care; every time we were promised that a technician would visit; but no one contacted or visited my house to resolve the problem. And after couple of days, i used to receive a message that the service request is closed.

I put 2 more complaints on 20th april, one for resolving the no internet issue, and another one for refund of the monthly rental for the number of days for which i had no internet connection at home. As usual, i was promised that someone will contact me and visit my house to check the problem, but no one contacted me nor visited me. I did not get any feedback on the compliant for refund of the monthly rental.

After this, i received call on 22nd from your customer care asking should they close all the complaints. I told them no, but i was told by the customer service representative that, they need to close all the previous compliants else no one will look into the latest complaint and the problem will not be resolved. I then asked the csr to close the previous complaint stating the status of the closure should be “not resolved”, the csr said your system does not support such thing.

After that, a technician contacted me on 26th of april, and i was out of town. I then contacted him directly on his number on 30th when i returned and he then came to my apartment and fixed the issue. I then contacted specrtanet customer care asking for the status on the refund request; they just told me i am not eligible. When i asked why i am not eligible, they said this is the feedback from the billing team. But, the csr accepted the fact that there were no usage on my account from 20th march until 30th april. He suggested me to raise another request for the refund, which i did. And i have been following up every other day on the refund but there is no feedback.

I also told the csr that, my next bill was due for rs 4290 on 1st may; so i was advised to make the payment and any credit given for the refund will reflect in the next bill; so i made the full bill payment in a trust that the refund would be made, but no feedback so far.

My last complaint number is sr[protected].

I am very very disappointed the way the entire problem was handled and the customer orientation you have demonstrated. Let me know if this email will get the right attention now; else please let me know the next level of escalation contact; i will not hesitate to write and talk to them.

—


Regards,
Asish
—
Asish ranjan subudhi, pmp
Mobile :+[protected]
—


—


Regards,
Asish
—
Asish ranjan subudhi, pmp
Mobile :+[protected]
—


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This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender at citycom networks private limited immediately and delete this email from your system. If you are not the intended recipient, you are notified that you should not disseminate, distribute or copy this email and disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.


This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender at citycom networks private limited immediately and delete this email from your system. If you are not the intended recipient, you are notified that you should not disseminate, distribute or copy this email and disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.


This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender at citycom networks private limited immediately and delete this email from your system. If you are not the intended recipient, you are notified that you should not disseminate, distribute or copy this email and disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.