Hathway seems to be a big name in broadband service. But It is not big in terms of service and support. After using it for more than 3 months, I have realized that I never used this kind of fuck*ing service in whole life. People can say that they are happy with the service and I am also agree that in few cities, it is working fine for few. But After using it for more than 3 months in Indirapuram, Ghaziabad area, I can say that they do not care about customers and they do not want to listen the problems. Even officials are not ready to listen or reply on the issues.
I shifted to Indirapuram, Ghaziabad area and requested Airtel to transfer my broadband in new address. But they do not offer service in this area. SO, I tried to contacted other service providers and found that Hathway is the only one offering the service in this Area. As a full time blogger, Internet is the basic need for me. I am dependent on Internet for living. So, I selected hathway and contacted their sales persons. Like other sales persons, he promised me so many things which were fake (I now realized). Sales person also took my money and provided me a receipt which was later found to be fake. Although, the issue was resolved. But fraud started from the first day.
From the very first day, I started facing the problem just before the installation. They plugged wrong adapter in Modem. So, it was not working properly. They used to blame line each time I called and raised a complaint. Within few hours, I used to receive SMS that complaint has been closed and issue has been resolved. I am not sure how they did the magic but nothing was done at all. After 20 days of multiple calls daily to support, finally one person came and checked. He confirmed the modem issue and changed it. SO, finally it took 20 days in installation and more than 100 calls.
I finally thought that now I can access Internet. But from that day, I cannot count a single day when their service works continuously for 1 hour without any problem. Their services goes down many times a day. And normally when it was working, I was suffering a lot. It seems like 256kbps connection but claimed to be 2mbps. In night, they should offer me 4mbps as per plans, but I hardly find improvements. I usually called daily in support if I am at home. I only missed talking to their support team only if I am not at my home office. Most of the times they confirmed the problem assured the solution within 30 minutes. But nothing ever happened. Sometimes, they ask me remove cookies, restart system, scan my system by using Antivirus.
In these 3 months after calling hundreds of times, I only managed to get their support people at home 4 times. But You will be surprised to know that broadband only worked for only those moments when their people are either at home to check or they call to check if the service is working. But it again goes to become frustrating after 20-30 minutes.
If I summarize problems
- Broadband never works fine continuously for 30 minutes
- It automatically logs out the session even if you are working. I faced many times while doing online transaction. I am booking tickets and on payment page, but it logs me out because of inactivity.
- They like to play with complaint numbers. You call and they open the complaints and then they will automatically close without asking if the problem was fixed. I shouted many times for this. So, they called me 4-5 times to confirm. And I already told that their broadband only works fine when they call to confirm or a person comes to check at your home.
- 4 MBPS connection cannot play YouTube without without buffering 50 times or more. You can not enjoy ganna.com without disruption. Most of the times, I have to access Gmail in basic HTML and Facebook chat fails to load.
- Upload speed is not more than 10 KBPS. They promised the solution which is still pending.
- I tried contacting their senior officials via email or phone. But they never replied.
Why am I still using this service even after so many problems?
Problem is really big. I contacted Airtel, reliance and other broadband service providers. But they denied the service in the area. I shifted to Indirapuram because it is counted as a reputed area of Ghaziabad. Most of the people living here work in big IT companies and MNCs. I never thought that this area lacks broadband like basic service.
I have to use my 3G dongle for my important work when I need to work long without any disruption. But 3G dongle cannot replace the broadband.
My previous broandband service provider was Airtel. And I only called once in their support in more than 1 year of their service. But in Hathway, I called almost daily. I requested Airtel to expand the service but they denied. I hope they will understand. There are hundreds of customers who want to switch but they lack options. I think it is a big opportunity for Airtel to add hundreds of customers in this Area.
I decided to write this frustrating story because I couldn’t find any solution from the company itself. And they seem to ignore me.
Note: I am writing this post by using my 3G dongle. Their service is down for many hours. I called 4 times, 1 said that it is down and problem will be solved. 2 Asked me to check modem’s light and wire. And last one confirmed that they are upgrading service for hours. 4 People and three different answers.
I personally suggest people to stay away from the service if you can. You can go with any other services. Hathway seems to be cheaper but you will have to pay a lot later.
Hathway! If you cannot offer services, you should not claim.
