Facing the worst service provided by any ISP

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5
Tata Docomo :-

Facing the worst service provided by any ISP

1. more than 48 hrs of downtime on broadband services. The problem is still not fixed

2. raised a complaint, the engineer closed it without confirming whether the problem is fixed and completely forgot about it

3. Again raised a complaint to get the problem fixed. The problem is still not fixed

4. Apparently customer care is not helpful either. They promise that the problem will be fixed within an hour but and say that they have put the complaint number on high priority and do nothing about it

5. Above case also applies with not just the customer care executives but their supervisors also

6. Reported a problem of frequent disconnection in the broadband a few days back, no solution provided and all the complaints are closed without confirming with the customer (i.e me)

7. On talking to the engineer who belongs to a third party vendor (Some company called RadiusInfratel ) says that the problem is with the power provided by the society where I live in and If I want to solve the problem I have to talk to the society admin (How is it my fault that Tata/Radius is not able to get the power problem fixed with the society?) I am responsible for the equipment and power supply in my house not the whole society. (FYI my previous ISP Nextra got this problem fixed within 24 hrs)

I have never delayed in my bill payments. I have shown complete professionalism from my side but I think a company like Tata doesn't know what professionalism means.

(Tata FB page) Tata Docomo | Facebook
(Radius Infratel) RadiusInfratel | Facebook
 
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Sushubh

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so 2 days of downtime is the worst possible experience for an isp here in india? you should really switch to airtel if uptime is important.
 
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@chromaniac :- The problem is not just the downtime its the way the complaints are handle. Please read the complete post. As a matter of fact I really miss Airtel
 


Sushubh

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that's the thing. tata might be bad but there are worse companies out there. i have reliance. their local gateways are poorly managed. sometimes the power backup goes bad. local guys do not do anything. so whenever there is a power cut, the net goes down. on dsl.

complaining to customer care does not work. i actually had this situation for around 45 days last year. daily mails to corporate office. multiple complaints through pgportal. it took them 45 days to fix the power backup on the local gateway. the same problem has recurred multiple times since then but for shorter durations.

but i stick with reliance because of the plan they offer. and i keep airtel as backup. and guess what, i pay airtel the same money (probably a bit more) for the backup connection because that's how expensive it is compared to reliance. combined charges are still lower than what i would pay airtel as a primary connection. get a wireless backup connection if your society does not allow multiple wired operators at your place.

what i am trying to say is that. things are quite bad in india. two day downtime is bad. but it's definitely not the worst possible experience that i have seen on this board or face personally. best is to deal with it in a way that does not affect you much. get a backup connection if constant connectivity is important. use all the tools available to you including contacting the service provider through twitter/facebook/appellate-authority. file complaints with pgportal. reliance does not even care about pgportal complaints incidentally. not sure if tata takes them seriously. find a solution to your problem. i have been running this forum for 11 years now... best way to deal with a shitty situation is to make it better for yourself. unless the government/trai/tdsat/whatever realizes how bad things are in the indian internet market, very little is likely to change in the coming years.
 
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This is the exact same problem I am facing....and a 48 hrs downtime is worst for me because previously I have used Airtel broadband for approx 8 years or so...until and unless there is a disaster I have never faced 2 days of downtime.. Though Airtel is expensive but Airtel have always solved a problem within 5-6 hrs time window..I am really fed up with their service!!!..I am thinking of switching back to Airtel!!
 

Sushubh

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I suggest doing some calculations. I am not sure how much you are paying for Tata. But if the plan is incredibly good, take a backup airtel connection with ~5-10GB bandwidth. Or a prepaid 3G/4G connection. Bandwidth is just too expensive on Airtel so if you are a heavy user, a dual connectivity solution might work out better for you just like me.
 


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I am a very heavy user. The plan provided by Tata is very good (16mbps/160gb/@1980rs) but the customer service is equally shitty...I am planing to buy an airtel dongle!!!
 

Sushubh

Administrator
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yup. safe way to go. airtel would probably cost you rs. 3500 for the same amount of bandwidth these days.
 

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