ACT Broadband
- Poor quality Internet service and Disruption for more than 10 days Closed
S ARUNACHALAM filed this complaint against ACT Broadband on Dec 29, 2020
Resolution Demanded:
Refund
Damages
Had subscribed to ACT Fiber Connection for Monthly **** INR + Taxes and Installation Charge of INR *,***/-. Had received a worst level of Service and Response, Escalated to Nodal Officer, Appellate and CEO of this Company who never resolved my issue and never refunded the amount. Below mails to ACT self explanatory.
Dear ACT Team,
For the escalations raised with Nodal Officer and Appellate Authority, I had not received any Unique Identifier or Comppaint Number to date.
Appreciate if your responsible officers provide me the Escalation Identifier (Unique Complaint Number) Details for my records and further necessary action to recover my amount from ACT.
S. Arunachalam.
On Tue, Dec **, **** at **:** PM Arunachalam S <sachalam@gmail.com> wrote:
Marking a copy of all my earlier communication with TRAI for their information and action to be initiated on ACT at the earliest.
Trust ACT Team will refund my amount as requested for the poor quality / negligent service and response towards a customer.
S. Arunachalam
**********.
On Tue, Dec **, **** at **:** PM Arunachalam S <sachalam@gmail.com> wrote:
Dear Mr. Bala,
Am still yet to get any written response from your team,
ACT Team conveniently prefers to call me up couple of times when I send a mail on my Refund as requested and never resolves my issue.
Am documenting the ACT Team nil response/Action on all my Mail communication so far.
Not even once I got a valid explanation from any one in ACT Team so far.
You and your team had been literally ducking my response, which only further proves ACT intent is not to solve the Customer issues.
I await confirmation of the Refund amount that I paid to ACT INR *,***/- without any deduction for any reason.
I shall keep sending daily mails to you and your team until I get my refund confirmation.
Not sure if this is the way you prefer to deal with a customer escalation without even acknowledging my concerns or issues raised to date.
There seems to be no courtesy, responsibility towards Customer concerns who had been writing about the issues faced since November *nd ****.
You only further teach customers like me that one should never in life take Prepaid Internet service from a provider like this.
Thank God I was about to subscribe for * Months term. I wanted to try the Service quality and then decide.
I would have got stuck royally with ACT if at all I opted for the * Months subscription.
Beyond this if I am not getting my refund for reasons specified, I shall not wait further beyond a limit,
If at all ACT is serious about addressing the Customer issues, Refund should be arranged immediately.
On top of all this, do not disturb me any more with your automated calls stating, dear Customer we received your Termination request and to continue enjoying this excellent ACT Service pls pay so much immediately. This is the height of agony one could face ever.
Arunachalam.S
On Sun, Dec **, **** at *:** PM Arunachalam S <sachalam@gmail.com> wrote:
Dear Mr. Bala,
I am still awaiting to get a proper response from you or your team, and for a Resolution on my escalation raised.
I had requested an entire refund of Money paid to ACT and your team declined stating that i had consumed **** GB. When you provide substandard Service of around *** Mb Speed against a committed Speed of *Gbps in your Public website, are customers expected to accept whatever you deliver and still expect customers to pay fancy charges.
Am aware that your team removed from your Website committing Speeds and now mentioned upto speed.
I had sent this snapshot of your Website promise earlier to your team for their information.
I have an image copy of the Same from your Website based on which I had subscribed. You cannot refute compensation stating it is upto.
My question to you and team is
Why was the Advertised speed committed not delivered right from Installation TIme?
Why. the Service was so poor?? I have all the SMS and Email , Call records of me raising the complaints several times a day and your team unilaterally closing the tickets for your convenience. I would say this is really unacceptable.
Your Nodal Officer and Appellate authorities who are supposed to resolve queries and concerns never responded at all todate.
On top of it , you seem to have preferred to try addressing my direct Escalation so irresponsibly by not even acknowledging a customer mail.
I repeat again that I will need the entire amount paid to ACT refunded immediately.
The Service had to be Terminated due to pathetic level of Service Quality and very poor or nil customer support.
So far you or your team never responded to my queries in email.
I regret having dealt with a very poor customer centric Service provider who is least bothered about anything about customer concerns.
On top of everything your ACT Team sends SMS and Automated calls harassing me for paying INR *** more for what????
This is ridiculous by any standards for a service provider.
Once again awaiting my refund immediately of the Amount paid to ACT.
S. Arunachalam.
On Sun, Dec *, **** at *:** PM Arunachalam S <sachalam@gmail.com> wrote:
Dear Mr. Thulasiram,
Am indeed very surprised and disappointed at the way ACT is treating customers, literally taking them for granted.
As per my earlier mail , Nodal Officer or Appellate Authority are supposed to address customer concerns and sort it out.
To my surprise you or Appellate Authority had not acknowledged my complaint or responded to solve my issues at all.
I could see a pattern of poor customer centric approach and response right from the Call Centre Staff with whom I was forced to interact, Field staff who attended the Problem, ACT Managers whom i named in the last mail to your CEO and CEO Himself had not bothered to take up my complaint seriously.
One thing based on the very poor experience with ACT , will never again sign any Prepaid Service with ISP such that we are not at the mercy of the Service Provider like this with pathetic service.
To my dismay CEO office also took the complaints and escalation with a very casual approach.
Had dropped multiple mails to the CEO and it looks like my Subscription and relationship size is too small for ACT to be responded or addressed by the CEO office.
I would request ACT to address the following on priority as per my earlier mails.
*. Refund my One time Installation charge of INR ****/-
*. Refund of my full November Month subscription fully as ACT never delivered Services at Promised Speed throughout. Adding to this Service was down for more than ** + Days
While you all may want to disconnect the service and move to the next customer, I would need the refund from ACT on the above mandatorily and at the earliest.
I will keep following up with ACT until the Payments are refunded in full to my Bank Account.
S. Arunachalam.
***** *****.
On Sun, Dec *, **** at **:** AM <nodalofficer.tn@actcorp.in> wrote:
Dear Mr. Arunachalam,
Greetings from ACT Fibernet!!
We regret the inconvenience caused.
We would like to inform you that, we have registered your request for Disconnection under reference number SR************** . We ensure you that the service will get disconnected within * days and post disconnection an acknowledgment will send to your email ID.
Managing your ACT FIBERNET connection made easy!
Please note our customer care number has changed and the new contact Number is **********/**********
You can now make changes in your account information, change plan , download and pay bills through our website . Visit www.actcorp.in/residential/fibernet/faq for more information
Dear customer, you can now register ticket or get answers to queries on whatsapp. Please send “Hi” to ***** ***** to receive further details.
Thanks and Regards,
Thulasiram.G
Chat Bot : Visit us at https://fb*y.app.link/quickhelp for quick self-help on our Chat Bot.
Mobile App : Download our all new mobile app https://is.gd/actapp.
FAQ : https://www.actcorp.in/faq.
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