No, I have taken nothing extra from them. The router was provided free of cost in lieu of 3 month prepayment. They said the extra 100/- is for maintenance charges taken by the operator. And this 100/- is being charged every month.
Well, I have never heard of any cable operator so far, which would charge extra for maintenance from the customer, for a service which they are already getting a cut off of, from Excitel.
Did they tell you about this when you signed up for the connection? Or did they introduce this extra charge later on? I'm not sure what you can do in this sort of a situation, although, I'll try to ask around and would post back if I obtain insight on this matter.
well why keep the option if they don't respond. bad customer service.
So they didn't get back to you yet, based on the request you sent from their website/social networking methods?
Well, as far as the question of customer service quality is concerned, I'm pretty sure customer service is not the most common thing that an ISP develops and excels at, at first, especially when they're still in a nascent stage of their business, as compared to other "set-in" / major ISPs. I know that, we, as customers have a tendency to (consciously or sub-consciously) compare the standard of customer service provided by newer ISPs with that of older ones, which is not a fair apple to apple comparison, in my honest opinion.
It can be considered a practical approach, by default, that if you're signing up for an ISP that's still in its nascent stage, that their customer service is generally going to give you a tough time, at least sometimes. In fact, if a customer decides to try a new ISP with this frame of mind already maintained, he/she would be in a better position and state of mind, lest he/she would be frustrated easily, not recognizing the fact that they're making an inappropriate comparison, in most cases, unknowingly.
Furthermore, people who have their work / office arrangements relying upon their internet connection, should never, in my opinion, choose to try a newer ISP, and especially not if they plan to keep just a single internet connection, in that regard. There should always be a backup connection for redundancy that one could fall back to, in case something goes south, for such customers.
Also, people who need 99.99% uptime for whatever reason, and are totally rigid and not flexible in this regard, should also not opt for newer ISPs. A more realistic uptime expectation for such ISPs should be around 97%, which could vary depending upon the quality of the LCO (Local Cable Operator), since I've already mentioned and explained the importance of cable operators, when opting for such "cable broadband" oriented ISPs.
