Hey guys,
I have been an year old customer of Wi5 Wifi Broadband by Zylog Systems Ltd (ZSL) in the Kharar, Punjab area (aka Sector 117, Mohali). I have always made my payments on time and have been a good customer. But guess, that doesn't seem to be enough that they needed a piece of my ...
I had major internet connectivity issues in January apart from the regular downtimes of 1 hour to extending more than two days. I had made my mind to disconnect their services in Jan 2012 and had also emailed their Level 1, Level 2 and Level 3 technical/customer service departments. Level 1 is called "Service Assurance". Level 2 is called "Nodel Officer". Level 3 is called "Appellate Authority". Level 3 is the highest level that looks after all those issues unresolved by the lower levels. I have very high patience levels (sometimes I hate that part of me). I should warn people before they apt for Wi5. In civilized language, I'd say, they are NOT GOOD and you will get LOADS of internet connectivity issues in the Kharar and nearby areas. Not sure what words I could use if I were to open my heart "honestly" and use some uncivilized language. Anyway ...
In May 2012, I made an upfront payment for 3 months and by the mid of May 2012, I started facing low connectivity and downtime. So I started calling customer service and tech support. Technicians began visiting my house and fixing the problems. Then began power issues, their access points had no power. The downtime extending to weeks. Their own technical staff admits that Wi5 does not have enough equipment to hold that many customers and on top, power cuts in the area have resulted in long downtimes. Where is the power backup plan? Am I going to give batteries and inverters to the company to keep up their access points? Oh well ..
In the beginning of June 2012, I gave up on these idiots. I visited their office in Kharar and was SHOCKED to see the situation. Power was down, inverter was down, computers & printers were down. There were two guys in the office and both were full of sweat. The office was unorganized, there was equipment all over as if it were some store or something. I gave my written application to disconnect the services. The guy said that the printer was down and couldn't print out the disconnection form. GREAT! I spent 2 hours there waiting for the power. Anyway, I left the building and told them that I will be back in a few hours. I visited them in the evening after some odd 5 hours and the same situation. The guy in the office said that he will print the form and fill it for me. I called up customer service number (Mohali customer service) and asked them what to do. They said, do what the Kharar office guy is saying. I said fine, they will fill the disconnection form for me and I left for home.
The other day I signed up with some other company (Sify Wifi service) and they were pretty quick with the installation. Sify just started their services in my area, so they had to be on top of things. Just one drawback, the best connection Sify had was 384 kbps wifi connection. Whereas, Wi5 had 1 MBPS connection. I wanted to use the 1 mbps connection but Wi5's services suck so badly that I accepted to go with 384 kbps connection. Through out June 2012, I used Sify and kept calling Wi5 to issue a refund and take their equipment back. I even visited their office again and asked them to disconnect and take their equipment from my house. But no one visited my house. I kept calling Wi5 idiots for the whole month of June but no one came.
ON July 2nd, Wi5 people (from Mohali) called up and asked me why I wanted to disconnect. I told them the whole story and they said that they wanted to meet me. This call ensured me that they have received my disconnection request. I was satisfied a little. So they visited my house the next day and their guy gave me 100 assurances that the internet connection will work good now. Since I wanted to use 1 mbps, I thought lets give them another chance.
I started using their connection again. Sify box was still up there on my rooftop but I removed the cable from that and plugged it in the Wi5 box. So by this time, I was paying for 2 different wifi service providers. Anyway, this time I was hit with even the WORSE of Wi5. From July 3rd to July 24th, Wi5 internet connection DID NOT WORK. Can you imagine, after all of their assurance and promises, the internet connection was down for 20 days! I must have called up the Wi5 customer service and the tech guys 50 times. Tech guys again visiting my house, troubleshooting for hours, playing with their nasty Wifi channels and what not.
On 24th July, I've had enough of these unethical people. I pulled the plug on them and called up Wi5 customer service to disconnect the internet connection once in for all. SICK and TIRED.
Again, they wouldn't call me back. I kept calling them, please disconnect, disconnect, disconnect. No calls. During the problematic days, I again wrote emails to their Service Assurance (level 1), Nodal Officer (level 2) and Appellate Authority (level 3). NONE of my emails were answered. Seems like they were waiting for the validity period to run out. My account validity was valid till August 8th 2012.
Finally, at the end of Aug 2012, their customer service assurance guy visited my house. Again the same story, gave them details of what happened and how Wi5 took peace out of my life for those months. They wanted me to again continue and renew my internet connection. What type of fcks would still ask me to continue with them. I said NO .. A BIG NO.
Long story short, this is the situation as of now. Their Service Assurance sent me an email today with this answer ...
Excellent! What about my previous emails? I have copies of the sent emails for proof. I have the dates and times when I called up your offices. More over, your computers can't lie. If someone were to dig up, they could easily dig up your nonsense.
Today after getting that email, I called up their customer service and asked for my usage statistics from May 2012 to Aug 8th 2012. They said that they do not have that data and can't provide any data for previous months. If they do not have that data, how in the world they come up with this solution that I'm eligible for 15-30 days of internet access?
This is my sincere request to everyone who is using Wi5 internet connection, DO NOT pay them 3 months or 6 months rental. You will be so damn sorry for doing that. Make them come to your house every month. That too if you are willing to take all the pain of such a poor internet connection service.
New users, I leave it up to you to decide whether you really wish to take all that pain I took in the last 4 months.
Also, I wish to ask experienced folks here, what would you were in my situation? Would you contact TRAI? File Complaints? Contact News Paper agencies? What exactly? Where can I file a complaint with TRAI? Thanks for any help you can provide.
I have been an year old customer of Wi5 Wifi Broadband by Zylog Systems Ltd (ZSL) in the Kharar, Punjab area (aka Sector 117, Mohali). I have always made my payments on time and have been a good customer. But guess, that doesn't seem to be enough that they needed a piece of my ...
I had major internet connectivity issues in January apart from the regular downtimes of 1 hour to extending more than two days. I had made my mind to disconnect their services in Jan 2012 and had also emailed their Level 1, Level 2 and Level 3 technical/customer service departments. Level 1 is called "Service Assurance". Level 2 is called "Nodel Officer". Level 3 is called "Appellate Authority". Level 3 is the highest level that looks after all those issues unresolved by the lower levels. I have very high patience levels (sometimes I hate that part of me). I should warn people before they apt for Wi5. In civilized language, I'd say, they are NOT GOOD and you will get LOADS of internet connectivity issues in the Kharar and nearby areas. Not sure what words I could use if I were to open my heart "honestly" and use some uncivilized language. Anyway ...
In May 2012, I made an upfront payment for 3 months and by the mid of May 2012, I started facing low connectivity and downtime. So I started calling customer service and tech support. Technicians began visiting my house and fixing the problems. Then began power issues, their access points had no power. The downtime extending to weeks. Their own technical staff admits that Wi5 does not have enough equipment to hold that many customers and on top, power cuts in the area have resulted in long downtimes. Where is the power backup plan? Am I going to give batteries and inverters to the company to keep up their access points? Oh well ..
In the beginning of June 2012, I gave up on these idiots. I visited their office in Kharar and was SHOCKED to see the situation. Power was down, inverter was down, computers & printers were down. There were two guys in the office and both were full of sweat. The office was unorganized, there was equipment all over as if it were some store or something. I gave my written application to disconnect the services. The guy said that the printer was down and couldn't print out the disconnection form. GREAT! I spent 2 hours there waiting for the power. Anyway, I left the building and told them that I will be back in a few hours. I visited them in the evening after some odd 5 hours and the same situation. The guy in the office said that he will print the form and fill it for me. I called up customer service number (Mohali customer service) and asked them what to do. They said, do what the Kharar office guy is saying. I said fine, they will fill the disconnection form for me and I left for home.
The other day I signed up with some other company (Sify Wifi service) and they were pretty quick with the installation. Sify just started their services in my area, so they had to be on top of things. Just one drawback, the best connection Sify had was 384 kbps wifi connection. Whereas, Wi5 had 1 MBPS connection. I wanted to use the 1 mbps connection but Wi5's services suck so badly that I accepted to go with 384 kbps connection. Through out June 2012, I used Sify and kept calling Wi5 to issue a refund and take their equipment back. I even visited their office again and asked them to disconnect and take their equipment from my house. But no one visited my house. I kept calling Wi5 idiots for the whole month of June but no one came.
ON July 2nd, Wi5 people (from Mohali) called up and asked me why I wanted to disconnect. I told them the whole story and they said that they wanted to meet me. This call ensured me that they have received my disconnection request. I was satisfied a little. So they visited my house the next day and their guy gave me 100 assurances that the internet connection will work good now. Since I wanted to use 1 mbps, I thought lets give them another chance.
I started using their connection again. Sify box was still up there on my rooftop but I removed the cable from that and plugged it in the Wi5 box. So by this time, I was paying for 2 different wifi service providers. Anyway, this time I was hit with even the WORSE of Wi5. From July 3rd to July 24th, Wi5 internet connection DID NOT WORK. Can you imagine, after all of their assurance and promises, the internet connection was down for 20 days! I must have called up the Wi5 customer service and the tech guys 50 times. Tech guys again visiting my house, troubleshooting for hours, playing with their nasty Wifi channels and what not.
On 24th July, I've had enough of these unethical people. I pulled the plug on them and called up Wi5 customer service to disconnect the internet connection once in for all. SICK and TIRED.
Again, they wouldn't call me back. I kept calling them, please disconnect, disconnect, disconnect. No calls. During the problematic days, I again wrote emails to their Service Assurance (level 1), Nodal Officer (level 2) and Appellate Authority (level 3). NONE of my emails were answered. Seems like they were waiting for the validity period to run out. My account validity was valid till August 8th 2012.
Finally, at the end of Aug 2012, their customer service assurance guy visited my house. Again the same story, gave them details of what happened and how Wi5 took peace out of my life for those months. They wanted me to again continue and renew my internet connection. What type of fcks would still ask me to continue with them. I said NO .. A BIG NO.
Long story short, this is the situation as of now. Their Service Assurance sent me an email today with this answer ...
Excellent! What about my previous emails? I have copies of the sent emails for proof. I have the dates and times when I called up your offices. More over, your computers can't lie. If someone were to dig up, they could easily dig up your nonsense.
Today after getting that email, I called up their customer service and asked for my usage statistics from May 2012 to Aug 8th 2012. They said that they do not have that data and can't provide any data for previous months. If they do not have that data, how in the world they come up with this solution that I'm eligible for 15-30 days of internet access?
This is my sincere request to everyone who is using Wi5 internet connection, DO NOT pay them 3 months or 6 months rental. You will be so damn sorry for doing that. Make them come to your house every month. That too if you are willing to take all the pain of such a poor internet connection service.
New users, I leave it up to you to decide whether you really wish to take all that pain I took in the last 4 months.
Also, I wish to ask experienced folks here, what would you were in my situation? Would you contact TRAI? File Complaints? Contact News Paper agencies? What exactly? Where can I file a complaint with TRAI? Thanks for any help you can provide.
