hathway provides only one laptop to be used between santacruz and kandivli

well the update is that on wednesday one of their engineers came home from office with a replacement modem and tried that from my place to see if it is a modem issue. Still the same issue.

Now the next thing he wants to do is get a laptop and check it out from a different machine. I informed him him that I have already tried it on two different machines and still the same issue and asked him will be next if its still the same. No amswer except "We will have to check, Sir". Also he added that hathway provides only one laptop to be used between santacruz and kandivli so it will take time. Take time even to know when the laptop will be available.

Btw i talked to friend of mine in the meantime in powai and he had the exact same issue with another provider in his area. It seems he and his local provider had to go around with a laptop to each connecting switch to find out where the fault was occuring. It turned out to be a faulty switch because the electricity in the bldg was fluctuating.

I am now only in contact with the local guy here(7 bunglows, andheri(w)) and the engineers over there.
Yup the phone guys dont know much but its hathways fault for not ensuring their competency or giving them the right knowledge.

Thanks for the advice. wil surely got to parel if it dosent get sorted.

Thanks and regards,
Kautuk

read quite a few issues about hathway

hey guys,
read quite a few issues about hathway in here but did not find anything similar to the problem i am facing.
So here it is:

Short story: I get a lot of request time out's to my gateway ONLY when i am downloading or browsing. It lags on voice conversations, pages freeze while browsing and downloads get interrupted in case i get a lot of request time outs.


Sigh. the longer version:

Got hathway cable on 1st january 2006, 64 kbps unlimited to start with. Knowing how service is in India i wanted to check if they gave me all the right stuff first. I was quite happy in the start cause downloads were great and i had no problem browsing on chatting on yahoo or skype. Towards the end of the month i noticed hat voice conversations were lagging. I did a check on download speed and it was still around 5-7 kbp at most times. Since I also noticed an issue with some pages freezing while loading I ran a continuous ping to the gateway and noticed a few request time outs.

Called up customer support at hathway and got someone who didnt know what a ping request was. got a complaint number tho and a promise that they would check on their end.

around the same time my voice convo's stopped and internet usage at home reduced so i didnt notice the issue much. called hathway again a month later with the same issue got someone who tried a few basic things like restarting the modem and he said he would have to forward it to this engineers. well nothing happened .

10 days back i called again cause the voice convos were getting real bad and i noticed that Only when i tried to download something or browse i recieve request time outs to the gateway(sometimes 5 in ten are time outs). Thought this would help them. but this further confused the cust support. i called three times that night and got the same guy three times(he refused to let me talk to his TL).
eventually he filed a report to his engineer.

So the engineer from local office calls me up and i tell him the exact problem again tell me he would send someone over. After two days of calling the local office i was given the cell no's of some wiring guys who are in my area. They come over do some changes to the modem wiring and say they say their part is fine and give me another number.

This number is for the a engineer at the local cable office and his first suggestion is the 64 kbps unlimited plan is too low and i should switch to a higher plan. I have a friend who has voice convo's on 40kbps so thats a crappy suggestion. Then he tried to set me up on USB to see if that works. SO i ran the setup with him and still the same problem. He tells me do only one thing at a time.
MAN I am just doing one download at 6 kbps and a ping to gateway. am i calling hathway broadband or dialup? So he couldnt figure it out and said he would check the connection and get back to me. So have to wait till tuesday.

I should mention that I have been using a new computer for the last 15 days.
Any suggestions guys? i dont think it should be timing out on a 64 kbps speed. what do you think?
Also I am in the andheri(w) versova area, gateway 60.254.46.1. anyone else there having the same problem?


Thanks and regards,
Kautuk

I was a user of Hathway Night 8 to 8, 256 Unlimited and used to get speeds of 24 to 28 KB/sec

I was a user of Hathway Night 8 to 8, 256 Unlimited and used to get speeds of 24 to 28 KB/sec.
Some days back I upgraded to Freeway Xtra, 24 hours, 256 Kbps Unlimited. Since upgradation of plan, I have been getting speeds of only 6 KB/sec. I regularly called up helpdesk for solution, but for two days they were just not ready to admit mistake from their side. After a huge email complaint to them, they started seeing the problem. Two days they spent observing my speed. Finally, when I thrashed the support on help line, they sent an engineer to my place to check. He confirmed the speed on his laptop, and he too was getting only 6 KB/sec. They have puut me on observation again for two three days, saying they will monitor my speed, inspite of him agreeing that problem is from their side and he himself criticizing Hathway.

Almost one valuable week has passed, I have spent almost 100 rupees on phone calls to them, all the trouble, and complaint still not rectified.

I am planning to go directly to Head office of hathway at Parel, and want to meet some responsible person. Can anyone tell me whom to meet, as they dont directly allow to meet. Also, I am going to ask him to compensate for all the trouble they have caused me, by atleast giving me a week or two of the plan for which I have already paid (Once they get the money, they dont care about customers).

Do you think I am doing right by going to meet the main person there? Any other suggestions.


Sumeet

And to add salt to the wound, I cant believe that just few weeks back, on a thread here for vote on best internet service provider, I myself voted for Hathway as the best. And now they are giving me the trouble I never imagined.