| Name of Complainant | |
| Date of Complaint | June 9, 2020 |
| Name(s) of companies complained against | Hathway |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
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My issue with Hathway started on 3rd June 2020 around 8.10PM in night. My Modem was not showing online & hence could not perform work from home. That when I called up Hathway for the first time & they logged a ticket for me. After a wait time for 15 min I got through the Hathway representative, they provided me with the solution to wait till the next day afternoon 12.00PM since someone from the technical team will resolve my issue. However no one ever contacted me on 4th June & my ticket was surprisingly closed without any resolution. I have been constantly calling Hathway twice every day since 4th June 2020 and the only response I get from them is my router shows offline & someone from the technical team will assist me on this issue. There were 3 tickets logged everytime I called Hathway customer care & was closed without providing resolution. No one from the technical team or Hathway team contacted me since 3rd June. My work has been impacted due to this due to no internet connection. I have already paid for an entire year and renewed the plan, however no one is able to fix my issue permanently. At times, the representative cuts the phone if they have to listen to the customer’s grievances for a long time & the next thing I know they raise aa ticket & just close it without any resolution.
Additionally my plan is 50mbps Download & 10mbps upload speed however in the past I have always faced network connectivity issue while I connect via zoom on my work calls.
I have been affected in many ways physically, mentally & emotionally. I have not been able to work from home since 3rd June 2020 effectively. This has been the worst service I have seen from Hathway so far where none of the representatives were able to assist me & few of them even cut my phone while I was talking about my issues. This has certainly increased my anxiety in past few days causing irritation & being less productive too. This is certainly upsetting to see such a prestigious company treating their customers in this way.
I would like a permanent solution to this issue where my modem doesn’t show offline time and again since this is causing me to call Hathway customer helpline almost daily & its a sheer waste of time. If anyone can visit my place or even guide me via a phone call to achieve a resolution that would be great.
Also the connection should work based on my speed, I understand number of people does influence the speed but this should not be a hindrance for anyone to work from home.
Few of the representatives I spoke to are follows (Aarti, Simran, Ganesh, Mohit, Sana.) Please take some necessary actions to prevent this in future since I am unaware till when is the WFH going to be there.
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