ACT fibernet False Billing and Fake Commitment

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Billing price slowly increase month by month and customer is cheated.

This is my personal experience I am sharing to the world to be aware of ACT Fibernet.

This article is about the ACT fibernet false billing and worst customer support which i faced this month.

After using ACT fibernet for years i have analysed the competitors plans, when compared ACT with Hathway the speed limit of ACT fibernet is low and pricing was too high.I have decided to move from ACT fibernet to Hathway. To retain me a special offer given but the speed of ACT fibernet never increased more than 75 MBPS and they could not increase it. At the same time the price slowly increased and finally they reached the earlier price in billing.

Worst Customer Care Support

You will not get easily connected to ACT fibernet customer care either 9121212121 or +91 7288999999. You have to call so many times to get connected that to once in a blue moon kind of call will get connected to customer support . When i called and enquire about the price increase , ACT fibernet team said due to corona pandemic the administrative charges increased. I thought it was true but that is a false statement given from customer care team.

Appellate or Nodal officer from ACT Fibernet is waste, they will never respond your email as if they are from different planet.

Already there is bad a name for them in website :

https://voxya.com/company/act-fibernet-complaints/6742 

Nothing is impossible when you follow the right process and given enough time to do the mistakes


1st Excuse and Time given : No response but the tickets of ACT closed with out clarified.

1st Time :  ON AUGUST 5TH – TICKET CREATED SR10343769124865 -AFTER 72 HRS TICKET CLOSED WITHOUT INFORMING CUSTOMER.

2nd Time :  ON AUGUST 9TH – ANOTHER TICKET CREATED SR 10343952876654  NO RESPONSE

This time i told i will not make payment on August 15th if no response given. Again no response from customer care.

When i asked for the follow up of the ticket info , statement given by customer care team that my mobile number is not reachable which is false statement.

In detail discussion with customer care team , they said it was a special offer to match the competitor and will be there for 6 months and it ended so bill amount increased.

This shows Customer Care team will never respond or email to customer to sort out the issue.

Finally i have made the payment with late payment fine .

As per ACT Fibernet process any ticket created have to taken care with in 48hrs or 2 days. Here again the entire team failed to follow up the process and time lines.

On  September 2020 again same fake billing amount generated. This time i took a different route to expose ACT Fibernet entire workflow process.

As per ACT fibernet process i have created ticket for Disconnection of Line and removal of box from my premises. Ticket Created : SR10345373436220 on 7-9-2020.

The above said ticket got closed on 9-9-2020 without informing the customer. When enquired to customer care team the ticket got closed stating line disconnection done. No calls made to me regarding the disconnection from the ACT fibernet Team. As per process they have to get feedback from the customer the reason for disconnection again they failed to follow the process.

ACT-April-to-August
ACT-April-to-August

On September 15th-2020 – another ticket created SR10345728089540 call backup to customer , NO ACTION TAKEN.

On September 16th – 2020 a new ticket for Removal ACT box from the premise – SR10345770323988
cpe removal .I have requested to make this ticket in connection with SR10345373436220

In between i have made the pending amount and attached the screenshot below and my connection is in deactive status.

HERE COMES THE TRAI AND RESOLVER TO RESCUE

How many of you know about TRAI ?

TRAI – click here to know about –> Telecom Regulatory Authority of India

As a citizen of India , we have the rights to escalate the issue related to Telecommunication such as Mobile Subscribers issue, Broadband, Fibernet and so on.

We can send email to TRAI officials to raise our concern also we have to create ticket on website.

I have sent a mail to TRAI initially and also to MOC,Shri Ravi Shankar Prasad now the ACT team got trapped.

Registered my complaint in PG Portal – Centralized Public Grievances Redress and Monitoring System (CPGRAMS) – The Public Grievances Portal

Link for CPGRAMS as follows : https://www.pgportal.gov.in/

Created ticket on CPGRAMS – Registration Number – DPG/T/2020/81442

RESOLVER

Resolver : It is a free online tool which assists consumers in raising and resolving issues. Resolver acts as a bridge between the consumer and the business, championing better outcomes for the parties involved.

Created Ticket on resolver again same kind of attitude from ACT appellate,nodal team. Attached screenshot for reference.

What is the use of follow up ?

On 26-Sep-2020 i got a call from ACT Fibernet person named Ramesh regarding the box removal

I have enquired in customer care team of ACT fibernet about the ticket it was assigned to Hariharan. Ramesh said the ticket was assigned to him today and came for box removal. Here i want to convey that a ticket was created and not assigned to right person and when it reaches the exact person ACT fibernet nodal team puts pressure to close it asap. This shows the carelessness of how the ticket being handled.

On 30-Sep-2020 getting calls repeatedly from Customer Care team

These many days Customer care team sleeping and finally at the end of the month giving me a call to me , who is not reachable to them for these many days. Customer care team, ACT fibernet assistant manager every one are calling and getting the update whether the box removed.

I have all the calls recorded which i spoke to entire ACT fibernet team as a proof. They have accepted the reason for today call is pressure from TRAI.

LAZINESS OF ACT FIBERNET TEAM EXPOSED

  • No process followed email, call, sms update to customer regarding the tickets created.
  • Least bothered to finish the work on specific time frame set by the company.
  • After disconnection ACT Fibernet team will irritate you with offers in SMS, Calls.

SPECIAL OFFER SMS STILL CONTINUED THOUGH INFORMED CUSTOMER CARE TEAM NOT TO SEND SMS FOR THIS.

CONCLUSION

As a public people used to say wrongly about Politicians, Others instead we have to take care of social issues and try to handle it by own by following up the right process.

Identify how to get the things done.

  • Everything is on Internet. Only thing we have to identify it.
  • Gather all the proof of mistakes, rules not followed by the provider.
  • Initially give them warnings.
  • Finally take necessary steps to get your work done.

Every body is there to help including the Govt Officials only thing we have to take the right approach.

Finally A Big Thank you to MOC,Shri Ravi Shankar Prasad , TRAI, CPGRAMS, Resolver to get my things done.

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