Non performance fine on ISP like ACT

Non performance fine on ISP like ACT

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Nitin Govindan started this petition to ISP customer and

Internet might not be as crucial as water but it is important.

In a world where people are dependent on steady flow of their internet services to work it is super crucial to have a reliable service. More and more students are using online resources to study and it is a waste of critical hours if you don't have internet. A lot of entertainment sources in homes have been replaced with internet and people are also experimenting with smart homes where various devices are now internet controlled. So, it is obvious that we need internet in our life now more than ever. 

To ensure, we buy our internet services from companies like ACT who take a great sales pitch and promise moon while installing and often nudging you to take a long term plan of 3 to 6 months but ACT surely needs to get its act together when it comes to services. The outages are often which leaves people helpless and there is no proper warning about it. Once it happens, the resolution time of a ticket can vary from 24 hours to 48 hours and that too is rarely honoured.

This is a totally unacceptable resolution time for something as critical as internet. With a customer care service which is hard to reach on phone and even when you reach them, they have absolutely no new information except for old parroted apologies and another extension of a day. ACT might be the worst ISP, I have seen. 

 

What we demand is better resolution time. In case of a planned outages, the users should be warned in advance. And, in case of issues, the resolution should not take more than 3-4 hours and anything beyond that should be counted as loss of internet for the users which should be reimbursed to the customers in terms of money or data. This reimbursement should increase in value if the issues are reoccurring in shorter period of time. 

Companies should respect their customer and not take them for granted. It is high time, we make ACT realise this. 

 

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