Tikona — Connectivity issues and no response from customer care

Address:	Mumbai City, Maharashtra, 400092
Website:	www.tikona.in

Me & my roommates have recently taken broadband connection from tikona broadband (User id : [protected]) and we feel like we have been cheated.
I am writing down the series of events that happened with us which ended up as our worst experience with tikona.

1. Incomplete monthly charges shown on website : since we wanted high speed and heavy usage, we chose a plan for 1700 per month. At the time of installation, the installation guy told us that we have to pay 15%tax over the amount for 3 months. That became 5100+765=5865. We happily paid the amount because we were hoping for great speeds and uninterrupted connections. They do a demo before giving you the connection. At the time of demo, the speed was close to 4 mbps but it was dropping to ~2.5 mbps intermittently. We thought this as normal and asked them to install the broadband connection.

2. Good demo, worst user experience : the very same night on which the installation was done, proved out to be the worst night ever for us all. When we came back from office with happy faces to get connected to fast broadband connection, we were surprised by connectivity issues. We were not able to connect to the internet after numerous attempts. Restarted the router, logged in & out of the webpage, but all in vain. Even the login page (Https://login.Tikona.In) was not accessible. Forget to go any further.

3. 30 min wait at customer care numbers : broadband is an always on service. But what we were getting was a intermittent working service. On top of everything, the customer care service is very difficult to connect to. When you call, you will be asked to wait for a certain amount of time before someone will take up your call. This wait time has been more than 15 mins on most occassions and also went beyond 30 mins on a few occassions. What's worse is that even after talking to them, the internet will work for a few hours and then again the connection issue starts.

4. Escalations : since we are very unhappy with the services provided by tikona broadband services, we wanted to escalate things to get speedy resolution. We sent out a email complaint to mr. Jaykrishnan nair (J.[protected]@tikona.In) explaining our situation and asking to expedite the process. No replies to that email even after 3 days now.

5. Refund : the only option that we are left with is refund of our money so that we can head to another internet providers in our area. But, no one is telling us that procedure.

Hoping to get some info on getting back our money or else we will have to start looking for other severe measures.