I live in outskirts of Chennai, My userid BT82853.

My internet connection stops working monthly atleast 3 times till the month of April 2012.
I was used to it, I would call up customer care and they'd rectify in 3 days time, which means out of the 30 days, i get connectivity only for 10 days.

On 6th of May my internet stopped working and it still wasn't rectified till the 10th.
All the customer care lines : 1800 300000 555 and 9381999000 were busy most of the time.

Then I emailed the higher officials about the problems (mentioned in the website wi5[dot]co[dot]in), they never replied even once. I have attached the conversation below.

It is now 5th of June and the problem still continues. I get connectivity sometimes, and it stops by the time I get happy.
They just take my money every month and give me no connection. I have no alternative connection here too. I just don't know what to do now.

Mail Conversations :

8:42 AM (2 hours ago)

to serviceassuran., nodal-officer, appellate-auth.
Its more than a month, still facing connectivity issues.

Am just back from a vacation, and my internet is still not working properly.

Am not even able to reach customer care to give my complaints.

Username : BT82853

Not working since yesterday evening, Please provide a permanent solution.

I don't understand what kind of people you hire, do they even know anything?

Your Disappointed Customer,



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On Sun, May 20, 2012 at 6:04 PM, wrote:
STILL NO CONNECTIVITY.

Today, Again I called your So Called Engineer, surprisingly he took the phone at 8 AM in the morning and he said he ll fix it soon.

I called him again, no responses yet!

It is 6 PM now, still I don't have connectivity.

Are you kidding me?




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On Sat, May 19, 2012 at 10:33 PM, wrote:
Continuing the sad story of NO CONNECTIVITY:

My Connection was not working on 17th May (stated in earlier mail) when I started working from 6 PM.

18th May it started working around Noon, and stopped working around 6 o clock.

I called the Engineer again, he said he ll rectify by 19th May 11 AM, it started working then.

And now Today - 19th May it stopped working at 10 o clock.

What on earth is wrong with your connection? Am totally tired of mailing you people. I can't even reach your Customer care line.

Do you call yourself as "Internet Service Provider"?

It will be 'interesting' if I hear different reasons every time, but its the same invalid reason very time.

I now have to book an important ticket tomorrow.

I lose thousands of rupees if am not able to attend my online meeting.

Can you repay it?

If my connection is not reset by tomorrow morning, I think I should take this way in the legal terms.

Shame on you,


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On Thu, May 17, 2012 at 10:15 PM, wrote:
My Wi5 Internet is still not working.

After numerous attempts, phone calls to customer cares and Engineers, I was assured by an Engineer that my internet would be back on 15th May, which was postponed to 16th May 2011 12 AM.

This is the deadline, your Engineer gave me.

They came to my place at 1 PM and tried resolving, they took time. And my internet finally started working at 6 PM on 16th May.

Today - 17th May, am back from work at 6:30 PM and tried switching on my internet connection, Again its the same error, no IP gets resolved.

I have never seen such poor service.

I don't know how many times am going to repeat this.

Please try to follow some ethics or a moral code.

If I had a even a costlier alternative, I would surely move to another internet connection.

You don't even have the courtesy to reply to any of my mails, I am going to take this issue to the public forum.


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On Mon, May 14, 2012 at 8:25 PM, wrote:
Its been four days since I complained, six days since the problem exists.

NO person has visited my place yet to see what the problem is.

Today I got a call from a landline number asking if I ll be available at home around 12, I said Yes and No one came after that.

I called up customer care, they said they will send a guy by evening.

I then called the landline number back at 4 o clock, they said my house was locked. But it was wide open.

They said they ll send back another person immediately, i was waiting waiting and no one turned up.

Are you guys playing a game with me or what?

This is totally unethical, and your company should be ashamed to behave like this.

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On Sun, May 13, 2012 at 8:17 PM, wrote:
Hello.

Still I have not got any replies. No person has visited my place and corrected the issue.

It is really hard to reach the customer care line which is Busy or not reachable most of the time.

I don't want automatic replies from you guys, try to take some corrective action or say you can't do it so that i can look for alternatives.

This shows your company in a very bad light, Am sorry to say I've never seen such a bad customer service.

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On Thu, May 10, 2012 at 10:03 PM, wrote:
Dear Sir/Madam,

I am a resident of Madambakkam, Chennai, and have been using Wi5 for the past three years. I initially had a wireless plan which was a pain to put up with, so I moved to a wired plan(512kbps Unlimited).

My Username : BT82853

At least once every two weeks, there is a technical snag - either a cable snaps or the device hangs. I understand that technical issues do happen. But I would expect prompt responses from your technicians. But on the other hand, the customer care I receive is extremely poor.

When I have a complaint to make, and I call on the Customer care lines, it almost always never connects or nobody picks up. If the miracle of somebody talking happens, they tell me that an engineer will look into it within 24 hours, but 24 hours always extended to forever. ( you could even look into the database as to how many complaints I have made, but thats not even the whole picture).

I got the contact information of the person who manages our area's connection(Mr.Murali) from a senior official. Tired of the inadequate responses from the customer care center, I tried to contact him. But his responses are equally poor, and I have to call up the senior official, Mr. Henry who has to interfere to get things done. This has happened a number of times.

My full time job is a work from home job, and completely depends on this internet connection. Without this I cannot earn my daily wages. Being the only wired LAN provider in the area, I am left with no other choice but to use it.

My experience using Wi5 has been very frustrating and dissatisfactory. Being cut off from the internet for more than half the month, I feel there is no value for the money I pay for the connection.

If I don't see a permanent solution for these problems, I will be left with no choice but to take legal action for the money I lose every month. I request you to look into the issue immediately.

PS : My intention is not to complain about the people whom you hire, but are they fit enough / have enough knowledge to this kind of work? Is there a problem with the hardware you are using?, because if it was so, the same problem would not happen so many times.

Also I hope the problem I am facing now is looked upon and solved as soon as possible.

Yours Sincerely,

Regards,

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I am not hoping they will get back to me any way even after posting in this forum.
This just shows how bad the company is and warns the potential customers from taking this internet connection.

Thanks,