Lately after the Beam Telecom was taken over by the ACT Fiber Net, the customer service of the said Internet Service Provider in the city has gone extremely aghast. Listen to what the customers of the former Beam Internet have to say about their experience with the ACT Fibernet which boasts of providing high speed internet service to the customers with unmatched Customer Service.
On Saturday last week i.e. on 14th May'16 at approximately 9:20 pm the city of Hyderabad experienced a thunderstorm which literally scared a lot of citizens with its loud sounds and dazzling lightening. After this spine chilling experience the citizens had during which there was power cut, the internet services stopped working for One Customer who shared his experience with HCO.iN Team:
Vijay Gopal who is also a social activist in the city A/c# 101004307399, has been experiencing the internet connectivity issues since Saturday night. I tried contacting this so called ACT Fiber which is never ready to Act on the complaints. Their Customer Service # is worst than the govt. electricity department. The IVR consistently kept telling that the Subscriber I have dialed is busy on another line, please call later. Even now at 5:42 pm 16th May'16 when are writing this blog, we also tried the number 040 - 66 27 27 27, the IVR still says the same. Especially when things like this happen over the weekend, the service team needs to be kept on their toes to address the issue proactively as most of the folks who have internet connection are the IT sector related employees and they need to do their chores during the weekend. But ACT is going ridiculous by the day.
I remember as a customer whenever I had an issue with Beam Telecom, the technicians always paid a visit within 20 odd minutes to fix the problem; however the act does not even allow the phone calls to come to them. I am mulling to take this months bill and sue this company at the Consumer Forum for their callous attitude and I do not understand how a toll free number can be left to such an IVR if it not for willful negligence.
We have another customer who faced a similar issue couple of weeks back when the city faced same thunderstorm issue and heavy down pour we had who shares his nightmare with us.
Sangeeth Kumar (Cus ID: 101008709525) who also faced similar issue during the weekend had exact same IVR being played when he tried reaching the customer service team of the ACT Fiber net, but was not able to. After two days of consistent effort, I decided to go a step further by "Naming & Shaming" the ACT team on their FB page which has approx. 70+K likes on it. To my surprise the team called me up rightaway and started apologizing for the inconvenience and fixed the problem from their in less than 15 minutes. After this I started wondering that a problem which got fixed in less than 15 minutes, I literally wasted all of my weekend trying to get hold of an agent on phone to get my complaint sorted out. "What a Shame".
No matter how much they boast, it surely looks like ACT is not able to handle the customers the way BEAM TELECOM did. A lot of netizens have shared their experience on how fast the response is when we look for a new connection and how negligent the company is in dealing with the existing customers complaints.
With such high competitive market with multiple ISP providers time will only tell how long the customers will put up with such service and how soon they will hop on to the alternative options.