Excitel broadband: Poor connectivity and Pathetic customer support

Excitel

Excitel is one of the notable internet providers in the country. If you look at their website, cheap broadband and fiber plans will surely attract your attention. But this is actually nothing more than a trap. After using Excitel for around 2 years, I got only one conclusion.

Excitel is a company where you pay for raising tickets and talking to their customer support. You will get a stable internet only if you are lucky.

Experience of a suffering customer

Now someone could ask why I used the service for 2 years if they are bad. I have an explanation for this. I shifted to a personal office more than 2 years ago and then shifted to a coworking space. So I had fast connectivity at the office for my work and I have a habit of spending most of my hours at the office. Most days, I used to be back at home at around 8 PM. After dinner, If I see an issue with the internet, mobile data was enough to do my work. Still I was not happy with hours of downtime and unreliable speed. But I was somehow managing because no other broadband providers were offering such good upload. Excel works well when it works. But it works only 2-3 hours properly a day.

Their customer support pattern is the same. Most of the time they ask me to restart the router, connect WAN cable directly to the computer, and see if they can blame the router. Then they raise a ticket. So, I decided to upgrade my router but nothing fixed even after having a new router. Still the unreliable connection and daily downtime.

But real experience began when I started working from home due to Pandemic starting March. Then I found they are not bad but pathetic in everything including service and customer support. Suddenly my internet went down and the condition remains the same for more than 40 hours and I got no resolution from their side. I somehow managed to find out that the WAN cable is broken and reported the same to their customer support. To my surprise, nothing was done for another 40 hours. I wanted the Internet badly so I fixed the cable by myself but still requested the company several times to fix it.

They stopped call support and asked customers to use app to raise tickets. This was fine because their employees were also working from home. But they started cheating customers by hiding behind the lockdown. As soon as someone raises a ticket, it automatically gets resolved

See the ticket created time and it was marked as “solved” as soon as it was created.

Now it has been more than 4 months since I first requested to fix the broken wire. I took followup on almost every alternate day and they ask for 24 hours on each followup.

Even after multiple requests in March, I raised a dedicated ticket of Broken wire in April 1st week. See how it was marked as Solved. I still have the broken wire that I managed to fix to keep my connection working.

The packet loss connection is so frequent that working from home is not possible on this internet. VPN and SSH connections can’t be made on Excitel broadband. Even my SQL clients keeps asking me to reconnect. Every time I decide to code, I have to switch to mobile data.

Same thing with gaming. CS Go competitive servers kick me out due to the packet loss. I asked them multiple times to resolve this but all my tickets just marked as resolved without giving resolution.

See the number of tickets raised just in past 45 days. This doesn’t include the conversations in chats that I did almost every alternate day because call support wasn’t working.

Don’t you think this is too much? I gave them enough time to fix the issues before writing publicly about them.

I am not the only frustrated customer. You can see customer frustration on Mouthshut where people complain the same. Frequent disconnection, no stable connection, and pathetic customer support. Most comments are from the NCR region I belong to. This is the reason I decided to write about them. I am not the only one paying them for nothing. There are hundreds of other customers who paid them for frustration.

Not just normal broadband, Fiber customers also face the same frustration. Excitel always suffers weekly downtime issues. Sometimes downtime lasts for more than 2 days. They are just expanding to more cities without fixing the issues of the existing userbase.

I understand that internet services face issues. But it is also their responsibility to solve issues. It has been more than 6 months since they started facing packet loss and frequent disconnection issues. They did nothing but started marking tickets resolved.

If you are planning to get a new broadband connection and think Excitel plans are attractive, you are falling into a trap. You will pay to be frustrated and will end up losing your money for nothing.

Stay Away from Excitel if you want it for gaming or work purposes.

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