I got ACT fibernet set up in my parents house and have been using since the last 10 months. They were very good initially when needed installation and set up (sales tactic?) As my parents are not that tech savy I overlooked the installation process while I was there on my holiday (I live abroad) .. After 6 months the internet started showing problems. The connection would drop off for 4-5 hours a day and sometimes days in a row. Each time we complained they would ask us to restart
router etc which never worked. They would say they will send someone to check and no one showed up. When I called to check to follow up on the engineer, the guy at the customer service said your internet is working now call us when it is not working! I had to make him open the call records and see that I had called only earlier in the day when the internet was not working and the complaint was about the internet connect being lost for 4-5 hours! I had to literally force him to take down another complaint!
Finally a service engineer shows up at the house and tells my parents that there was something wrong with the
Netgear router! This is after the customer service who I spoke to on the phone had told me that there was a problem with the connection on their end and they will fix it. This time as I wasn't home and my mom who has no clue about how this stuff works. The engineer told her the router is not working and took it away to get it checked. The router check out and was all ok. This was a day lost in a needless process. There was obviously no communication between the back office who I complained to and who did the orginal diagnostic check and the engineer cause he was sent in blind without any background information.
Finally they figure out the problem and fix it. But then the connection started dropping again a few days later. Again we had to call and leave a complaint. This time it took us around 10 calls to them to actually get someone to come. The engineer came late in the evening, did something and said he fixed it but in the process changes the wifi name and messed up the netgear extender configuration.
Next day the connection dropped again. This time the guy showed up pretty quick on calling them. This guy, their service engineer (Malleswaran I think his name was) had no clue as to what he was doing. And engineer who cant do basic fixing! I asked him to set up the netgear router and the extender as they were before because the previous engineer of theirs had messed up the config and then to do a speed test to check if I am getting the 60 mbps that I am paying for. He refused to check it on the wifi and that he would only check it on the lan cable because wifi will have reduced speed. I told him no I have a wifi router with a capacity to run a 100mbps connection and that I had check the speed on it in the past to accuracy without there being any significant difference between lan and wifi speed. He argued and refused to check the internet speed. He said the extender should be kept in the same room as the router and not another room. Excuse me? The extender in meant to be kept elsewhere to extend the range of the wifi speed. If I am having to explain such basics to a internet service engineer you can imagine the kind of service I was receiving and also makes it obvious why the problem has persisted for months with out a permanent solution! I think many will agree that this problem is not limited to ACT but with most internet providers where the engineers have no clue about technology and how to make it work. They don't think on their feed or have any diagnostic knowledge.
I was hoping ACT was better because of the kind of service they provided initially but the standards have dropped and their ability to fix a simple problem to the only service they provide - INTERNET, is just abysmal. On top of that I am paying my monthly bills regularly but not getting the the internet service that am paying for!