Being a very happy and satisfied customer of BSNL and DataOne for many years, I subscribed for BSNL IPTV in November, 2009 when I was offered a 3 month free trial by BSNL. I paid Rs.1500 in cheque which I was told will be refunded if I wish to cancel my IPTV subscription anytime in these 3 month period. I thought it was an offer from BSNL and didn’t know it involved a third party called “MyWay”.
Eventhough most of the reviews in mouthshut.com about BSNL IPTV were negetive, advicing me not to go for it, I opted for this only because: Firstly it was free for 3 months to try, Secondly I would get my old Dataone modem (Type-I with only one USB and one RJ-45 slot) exchanged for a new Type-II modem(4 RJ-45 slots and wireless) for Rs. 400 extra.
My plight with MyWay:
1. In Nov 2009, MyWay executive came very promptly to collect the cheque on the same day I called for IPTV. This is the only time they responded promptly. I filled and signed on the application form, and also another form requesting for replacement of my old modem with Type-II modem agreeing to pay the difference amount of Rs.400.
2. Wrong commitment: I was misinformed by this MyWay executive that
a) Installation will take 4 days,
b) The cheque I gave will be encashed after 3 months, only if I wish to continue the subscription beyond the free 3 months period, and only after taking my phone consent
c) The difference amount of Rs. 400 for modem replacement will be reflected in my BSNL bill and I can pay them.
3. After a week, I called MyWay customer care, and I was told that it will take one -two weeks. I asked for cancellation of my a/c . But, surprisingly my cheque was encashed on the same day I called (on 25th Nov 2009 SBI Chq.No.294272 encashed for Rs.1,500.00).
4. On 27th Nov 2009(Complaint No. 0001) I called your customer care to know the status of my cancellation, I was told that my cheque is encashed and they got the money, but there is some problem with financial dept. and so my connection can’t be installed. My amount will be refunded in a month. I got angry, but I could do nothing but wait for my refund.
5. Since then, I was waiting for my refund. But surprisingly on 12th Dec 2009 MyWay technician came for installation and installed IPTV with new Set-top box using our old Type-I modem which has only one LAN port. He didn’t get the Type-II modem though I signed the form for modem replacement with new Type-II unit, on the very first day. So, now we can’t have internet and IPTV both simultaneously. I now have either internet or IPTV any one at a given time. I being a software executive, I can’t disconnect my internet. So, IPTV is as good as not installed. He promised for Type-II modem in 4 days.
6. On repeated calling, on 5th Jan 2010 (after one more month) Type-II modem was delivered at my home by some BSNL lineman. But, to my surprise, I am told that I’ll be charged an amount of Rs.1600 for this modem rather than the difference Rs.400 as promised earlier.
Seeing all these prolonged delay, wrong commitments, and misinformation from customer care, I got thoroughly discouraged by Myway service and decided to get rid of Myway service and take my refund money Rs.1500.
7. On 5th Feb, 2010 I called Myway customer care and requested for cancellation of my service. I was told to email a request for cancellation to
help@myway.in , and I’ll be getting a confirmation call from them soon. I mailed a detailed request for cancellation mentioning all the agony I have experienced.
8. On 12th Feb, 2010, having got no calls from Myway, I called them to know the status. I was told that they don’t have access to check emails and they need to raise a request for cancellation. So, my cancellation request was given on 12th Feb Req No. 0003
9. On 15th Feb, Myway fellow called me and asked for recharging my a/c. They don’t even know that I asked for cancellation. He asked the reason, I explained him all the story and also told that I’ve been charged Rs.1600 for the modem by BSNL. He said he’ll be mailing a letter to my email and I need to show that at BSNL office to get the refund and also asked if he could send anyone for collecting the recharge amount. I said first let me get modem amount refunded. As expected, the email never came and I had to pay the BSNL bill with late charges waiting for his mail.
10. On 3 April 2010: I called Myway and talked to Nikhil. He said he’ll forward the issue on priority basis. I made it clear that I have completely lost faith in Myway and that they have to give a post-dated cheque for the refund before I handover the set-top box to them.
My Subscriber ID: 100011494 Hyderabad, INDIA
All the calls and emails are going to deaf ears. They dont even bother about them.
Till date, no one from myway has ever bothered to call me. They called me only once and that was to remind me to recharge my account.
What I have lost:
1. The Rs.1500 I paid in cheque to them.
2. The Rs.1600 for Type-II modem, which they said will be refunded by BSNL
3.The mental peace and trust in BSNL
