It has been exactly 1 month since I took Hathway. (Noida Sector 122) , and have suffered like heck.
Here are some of the major headaches -
1. Suffered more than 15 incidences of down time in less than a month. If it happened after 8-9pm, then it would only get sorted out some time next morning. Out of the 15-16 down time incidences, 12 of them happened at night. Had to call them each time because the 3rd time I got down time, I didn't call, the connection didn't come back up in the morning, but later that day after 12 noon.
Called them "15 Times" for this reason.
2. Kept getting SMSes for raised complaints.
Then got SMSes for Solved Complaints that was NOT SOLVED.
It was the same goddamn complaint since day 1. Speed issue. Never got solved from my end.
But it was certainly solved in their world.
Imaginary complaints I guess.
(screenshots below)
3. Took the 1 Mbps Day 2 Mbps night. Didn't get even ONE DAY of 2 Mbps at night as promised.
Called them 7-8 times "additionally" for this, then gave up. For one month, haven't received my 2 Mbps night speeds. Just perfect. No one knows where the problem lies. Perfect.
Also I would like to point this minor thing that I get browser speeds near to 1 Mbps (~0.98 Mbps in speedtest.net), but I get only around 116 - 120 KB / s in Torrent client. Glasnost didn't show any throttling which suggests that some much newer version of "untraceable throttling" is in place.
4. My connection was set on 27th March. (screenshots below)
When 21st April came, out of nowhere I got a call saying that this guy wanted to come to take the payment. I refused saying that my due date wasn't up until 26th April. The next day net went down and didn't come back up. Hell started after that. Called them 3-4 times a day. At first they didn't even understand what I was saying. Then they asked me to troubleshoot and then said it will be solved in a few hours. This was told to me over 10 times.
During this period, one pathetic retarded fellow from customer care started asking me some questions about my account and connection date details etc. For the first time I got an SMS stating some "BILLING_ABCXYZ102" code as the category for my complaint. Prior to this they were all "TECH_XYZ123" categories.
This idiot must have tinkered with my account in a very ugly way. Must have come to office drunk or something. He set my connection activation date to "22nd April". (screenshots below)
Every time I called them after that, the customer care and even the billing team kept telling me that my date was 22nd. It was crazy trying to make them understand that it was a blunder that some guy made from their end by toying with my account.
Next day when net went down, I asked directly about "Is Net Down In My Area (sector 122)?" before giving them my account details. They said "No Sir", and proceeded to solve my problem , imaginably of course. They said, my connection was set on 22nd April and not 27th March so there should NOT be any problem with my account billing issues. (see screenshot below)
But I knew that their system was already screwed up to begin with. The pathetic Customer Care Dept was seeing "EVERYTHING OK" on my account with the exception that my connection was activated on "22nd April" LOL.
I had to convince them more than thrice that my connection was set last month and not this month. Any other guy would've gone with their end's mistake for his own benefit. But it seems, their CUSTOMER CARE , BILLING TEAM and TECHNICAL TEAM reside in 3 separate corners of the world and have no means of communication between them except sending information via the stone age Customer Account Management System which must also have some sort of bug in it as if the bugs in these guys brains wasn't enough. LOL
Almost 5 days after my connection went down last week, an out-of-place intelligent lady on the other end of the customer care somehow understood that she should forward my issue to the right person and someone from the Tech Team called me back the next day and he solved my problem within minutes.
The net came back up and I was relieved. Oh no, not for long. Momentarily of course.
A call from Billing Team came and this pretty rude guy at first didn't pay heed to my problem, didn't even try to understand all of it.
Took him a while to convince that I had my receipts with me and had taken snapshots of them stating it was "27th March" and not "22nd April" and had sent them to their email ID - delteam@hathway.net.
Oh and I got my reply after nearly 2 days and not within 4 hours. Email server must have been down I guess. Surely must have. What else could it be?
And I also told him that since I didn't get any internet service for the span of nearly 5 days (4 days 18 hours to be precise), so I should get a waiver or extension for the same. He said he will extend my date. So I was able to convince him to extend my due date THIS month from 26th April to 1st May. He wasn't too pleased for agreeing to it. Didn't even affirm by saying YES when I said it's 5 days from 26th. He said, "Kar Diya Na Extend, Aur Kya Chahiye?". Beautiful words. Praise the Lord.
Internet has been working since 26th passed by without a pinch.
In short that basically meant that my period was extended from 26th the original due date to 1st May due to the downtime waiver. If I am not mistaken, that's what it means from the current state of the matter right? However....
Today, 28th April I got a call for "Bill Pickup" from Collections Team, and somehow I found that this team is also residing in another corner of the world and has no communication or link with the Billing Team and they seemed to not care for whatever I was told by the Billing Team few days back. They were only interested in taking the money. I asked them what they will do if I denied a pickup for today, so they told me they will send a message that "Customer Denied Payment" and nothing else in the note to the billing team.
At the end I told them specifically to come on 1st May to collect payment in the end enough.
Now I am going to live anxiously until 1st May wondering when they will cut my connection without proper knowledge of the situation.
I don't really have a perfect word what to call this sort of service.
Surprisingly Hathway has good service standards back in my HomeTown in Calcutta. And they also have PEERING CACHE too. But not in NCR. So why this huge incomparable difference here in the Delhi NCR?
JUST WHY?
I don't want any apology like - Oh we are terrible sorry for the inconvenience caused to you.
Just do your job properly, incompetent lying rude people. That's all.
But I guess I will still get the apology only and not the results. Coz the apology is free. The results are expensive and not profitable for the company.
The ONLY good thing that comes out of it is Praying more Often to God. (No sarcasm for this part btw)
Here are some of the major headaches -
1. Suffered more than 15 incidences of down time in less than a month. If it happened after 8-9pm, then it would only get sorted out some time next morning. Out of the 15-16 down time incidences, 12 of them happened at night. Had to call them each time because the 3rd time I got down time, I didn't call, the connection didn't come back up in the morning, but later that day after 12 noon.
Called them "15 Times" for this reason.
2. Kept getting SMSes for raised complaints.
Then got SMSes for Solved Complaints that was NOT SOLVED.
It was the same goddamn complaint since day 1. Speed issue. Never got solved from my end.
But it was certainly solved in their world.
Imaginary complaints I guess.
(screenshots below)
3. Took the 1 Mbps Day 2 Mbps night. Didn't get even ONE DAY of 2 Mbps at night as promised.
Called them 7-8 times "additionally" for this, then gave up. For one month, haven't received my 2 Mbps night speeds. Just perfect. No one knows where the problem lies. Perfect.
Also I would like to point this minor thing that I get browser speeds near to 1 Mbps (~0.98 Mbps in speedtest.net), but I get only around 116 - 120 KB / s in Torrent client. Glasnost didn't show any throttling which suggests that some much newer version of "untraceable throttling" is in place.
4. My connection was set on 27th March. (screenshots below)
When 21st April came, out of nowhere I got a call saying that this guy wanted to come to take the payment. I refused saying that my due date wasn't up until 26th April. The next day net went down and didn't come back up. Hell started after that. Called them 3-4 times a day. At first they didn't even understand what I was saying. Then they asked me to troubleshoot and then said it will be solved in a few hours. This was told to me over 10 times.
During this period, one pathetic retarded fellow from customer care started asking me some questions about my account and connection date details etc. For the first time I got an SMS stating some "BILLING_ABCXYZ102" code as the category for my complaint. Prior to this they were all "TECH_XYZ123" categories.
This idiot must have tinkered with my account in a very ugly way. Must have come to office drunk or something. He set my connection activation date to "22nd April". (screenshots below)
Every time I called them after that, the customer care and even the billing team kept telling me that my date was 22nd. It was crazy trying to make them understand that it was a blunder that some guy made from their end by toying with my account.
Next day when net went down, I asked directly about "Is Net Down In My Area (sector 122)?" before giving them my account details. They said "No Sir", and proceeded to solve my problem , imaginably of course. They said, my connection was set on 22nd April and not 27th March so there should NOT be any problem with my account billing issues. (see screenshot below)
But I knew that their system was already screwed up to begin with. The pathetic Customer Care Dept was seeing "EVERYTHING OK" on my account with the exception that my connection was activated on "22nd April" LOL.
I had to convince them more than thrice that my connection was set last month and not this month. Any other guy would've gone with their end's mistake for his own benefit. But it seems, their CUSTOMER CARE , BILLING TEAM and TECHNICAL TEAM reside in 3 separate corners of the world and have no means of communication between them except sending information via the stone age Customer Account Management System which must also have some sort of bug in it as if the bugs in these guys brains wasn't enough. LOL
Almost 5 days after my connection went down last week, an out-of-place intelligent lady on the other end of the customer care somehow understood that she should forward my issue to the right person and someone from the Tech Team called me back the next day and he solved my problem within minutes.
The net came back up and I was relieved. Oh no, not for long. Momentarily of course.
A call from Billing Team came and this pretty rude guy at first didn't pay heed to my problem, didn't even try to understand all of it.
Took him a while to convince that I had my receipts with me and had taken snapshots of them stating it was "27th March" and not "22nd April" and had sent them to their email ID - delteam@hathway.net.
Oh and I got my reply after nearly 2 days and not within 4 hours. Email server must have been down I guess. Surely must have. What else could it be?
And I also told him that since I didn't get any internet service for the span of nearly 5 days (4 days 18 hours to be precise), so I should get a waiver or extension for the same. He said he will extend my date. So I was able to convince him to extend my due date THIS month from 26th April to 1st May. He wasn't too pleased for agreeing to it. Didn't even affirm by saying YES when I said it's 5 days from 26th. He said, "Kar Diya Na Extend, Aur Kya Chahiye?". Beautiful words. Praise the Lord.
Internet has been working since 26th passed by without a pinch.
In short that basically meant that my period was extended from 26th the original due date to 1st May due to the downtime waiver. If I am not mistaken, that's what it means from the current state of the matter right? However....
Today, 28th April I got a call for "Bill Pickup" from Collections Team, and somehow I found that this team is also residing in another corner of the world and has no communication or link with the Billing Team and they seemed to not care for whatever I was told by the Billing Team few days back. They were only interested in taking the money. I asked them what they will do if I denied a pickup for today, so they told me they will send a message that "Customer Denied Payment" and nothing else in the note to the billing team.
At the end I told them specifically to come on 1st May to collect payment in the end enough.
Now I am going to live anxiously until 1st May wondering when they will cut my connection without proper knowledge of the situation.
I don't really have a perfect word what to call this sort of service.
Surprisingly Hathway has good service standards back in my HomeTown in Calcutta. And they also have PEERING CACHE too. But not in NCR. So why this huge incomparable difference here in the Delhi NCR?
JUST WHY?
I don't want any apology like - Oh we are terrible sorry for the inconvenience caused to you.
Just do your job properly, incompetent lying rude people. That's all.
But I guess I will still get the apology only and not the results. Coz the apology is free. The results are expensive and not profitable for the company.
The ONLY good thing that comes out of it is Praying more Often to God. (No sarcasm for this part btw)
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