Complaint Details

Status	:	Closed
Complaint No	:	0108179/2019
Category	:	Telecom
Date	:	01-04-2019
Subject Line	:	Failing to provide service
Complainant	:	Ramesh
Address	:	Navallur
Complainee	:	Hathway Internet services
Address	:

Complaint Details
I've raised this complaint to them and it was never actioned.



Internet not working
CustomerID: 1157324101

At the very first moment when we are facing any issue in accessing the internet, then the real problem starts. Its very frustating to make your call center people understand the issue.

My internet connection stopped working on 26th of February and I'm still trying hard with your people to resolve this issue.

First issue is we need to input the CustomerID and related details in IVR and wait in queue for the call to be answered by the agents. Once the call is picked, they will always ask what are your details irrespective of whether we provided the same details in IVR. And then they will always ask what is your problem, instead of going through the previous notes to understand our concern. Whenever we speak to them, they say that the issue will be resolved within 4 hours and if we called at EOB, then by default they will say issue will be fixed tomorrow morning. I've spoken with multiple of your call center agents and none of them ever spoken responsibly. They always repeat the same call center scripts provided to them irrespective of the situation.

When asked for a transfer to technical team, they will put our call on hold for around 10 mins(approx), which is then dropped automatically. During this time, an automated voice is repeatedly saying that we will receive a callback but it was not happened even a single time. We will never receive a call back ever to our number.

When I'm explaining the same to 4 of your agents and asked not to put on hold, they are not able to even understand the situation and still following the same process and leaving me always helpless. It's now 15 days and still the issue is unresolved, which I believe is not a technical problem but a process level issue created by the call center agents. If you need, I can send you the recorded calls of all these 4 agents so that you understand the level of service provided by your company to its customers. I think that is not required, as you can get the call recordings by yourselves from your company.

Your call center and the processes around them, really sucks. Kindly request you to take actions accordingly as these guys might be the primary reason for your customers leaving your company, which is actually providing good product(not in call center).


It was actioned after a month since I raised the complaint with them. They rectified the issue but they again made my account inactive since the renewal period of 1 month crossed. I spoke with them and told that internet was not working for last month and asked to make the account active. Also they promised for 10 days extra when they called in for making payment, that also they never gave. They are still checking it since I raised it a week ago but no resolution provided. Now they have sent me an SMS saying I'm not eligible for the extension of 26 days(not working period) + 10 days (offer) and closed the complaint without my notice and without any resolution provided. I've suffered a lot since this one and half month speaking with them for hours. But they did not understand anything and still doing the same worst customer service to me. Please see if some action can be taken against them, as they are conitnuously cheating and earning money from people.

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