Intech broadband of Thane East - Hopeless service

If any one is considering using Intech broadband of Thane East, please don't even think about it. Nothing less than a subtle fraud


Review of Intech Broadband - Thane East
- Rohan Shenoy, Sep 13 2009. Email: contact{at}rohanshenoy{dot com} Review of Intech Broadband in Thane East

About Intech Broadband

Intech Enterprises introduces itself as a leading provider that provides networking solutions to business and home users including corporate and government customers.
My relationship with Intech
I am a home user of Intech's broadband services(username: rohanshenoy) since atleast last 24 months, with regular payments and no defaulting. I had switched to Intech Broadband after my earlier last mile ISP (Swapna Cable Services) bugged me with similar issues.
Overall experience

Smooth initially, but worsens by the day

Chief complaints

1. Speeds much less than promised - Promise (upto) 8 mbps download speed but real time speed never consistently exceeds 2 mbps even when there is no packet loss.
2. Severe packet loss - On numerous occasions, there is a packet loss of 8 - 50%. The outcome of this is crippling slow speed less than 128 kbps.(128 kbps is less than 2% of the promised speed)
3. Poor customer care - I appreciate the fact that they respond immediately to my complaints, the issues remain unresolved most of the times. Fixes are only temporary that last for a few hours at most.

A shock to me

With no payment default, I wonder why such "customer care". Everytime I call up with a complaint, I get to hear "You are only one who has got the issue. None of the other users on your switch have any issue." - how can this be true after all? At times, when I have called because the line was down, I have been told that there is "no problem at all". Sometimes, they insisit that there is absolutely no problem and that they do not know how the line went down and came alive again! - How can it be true? On one occasion, I called them because - "A network cable is unplugged". Two guys came over to my place - one of them went to the terrace where the switch/hub is installed and suddenly the problem was solved. They claimed that they didn't do any repearing and that the line came alive on by its own. How can can person in sane mind believe this bluff?

Finally...

The service is distugusting. I am seeking a refund and disconnecting at earliest. Not worth the money and headache. Don't even consider if you are looking for a new connection or changing your service provider.

As you have mentioned,you are getting just 128Kbps-2Mbps speed. But as per our recorded call from our customer care you was agree with the speed of 5Mbps.

The "recorded call" you are referring to has been made on "Sep 28 2009" where as this complaint extends backwards by atleast 10 days. Call were made during that time too. So please check out the other calls too.

Now,for the packet loss concern we will like to mentioned that we are using 'CISCO-2950' manageable switches in our LAN network.This switches have feature to avoid broadcast in LAN network.So,whenever our manageable switch finds your port is raising broadcast in network,it specifically block only your port for 3-5 seconds.
So,due to this speed gets down for your connection.

This is not what you told me on phone. You said "Someone on my hub/switch is broadcasting" and now you say "Your port is broadcasting". Please attach the recorded call here so that I can confirm what exactly was conversed.

If it was my computer that was broadcasting, then by what you have said, I should have faced continuous "Request Timed Out(RTO)" error.

Also, if the port is blocked for 3-5 seconds, then I should have faced "Request timed out"(RTO) error continuously during those 3-5 seconds. However, this is not the case.

The RTO were intermittent with no peculiar interval or pattern among them.

You are using our plan having cost approx. 300/-per month.So for that kind of 'broadband connection' we are providing you best 'Speed & Customer Service' as per our concern.

Well, I pay 600 per mo because I renew this pack twice an year. This translates into Rs. 7,200 per annum.

The service, bandwidth and price is decided by you. You promised those parameters for a certain price and I agreed to that price. I don't see how choosing a lower-cost package should cause you to deviate from the agreed parameters.

Even if I were on a plan that costs me Rs. 1000/- per mo, I would be using the same cables and other infrastructure that I am using for "Only 300 per mo". So this issue would have arisen even in that case. I don't see how paying more money would have helped.

Originally Posted by amol nalawade

To,
Mr. shenoy,
We got your query & we will like to solve it.
As you have mentioned,you are getting just 128Kbps-2Mbps speed. But as per our recorded call from our customer care you was agree with the speed of 5Mbps.
Also We would like to mention you that,if this thing is really existing 'How can we became largest broadband service provider in thane region in just last three years?'
Now,for the packet loss concern we will like to mentioned that we are using 'CISCO-2950'
manageable switches in our LAN network.This switches have feature to avoid broadcast
in LAN network.So,whenever our manageable switch finds your port is raising broadcast in network,it specifically block only your port for 3-5 seconds.
So,due to this speed gets down for your connection.
As well as regarding our customer care service,we are having one of the quickest customer- respond record in broadband providers.
You are using our plan having cost approx. ****/-per month.So for that kind of 'broadband connection' we are providing you best 'Speed & Customer Service' as per our concern.
If you are having such an important work on internet & you require uninterrupted connectivity,we will like to offer your point-to-point connectivity at your end from our base station.We have mentioned require expenses for that kind of connection to you in our discussion.
After all this discussion if still you are not getting satisfactory service from our side,we are ready to refund you.In that case you can contact our customer care anytime.

I am not too sure if you are really representing Intech broadband of Thane East because if you are then you first of all need to work on the way you treat your customer... this is not the way I would speak to any of my customer... I see attitude filled in every sentence you have written.

As far as being the largest broadband provider in Thane goes that is no excuse for providing substandard service.

Dont get a high head my friend... a few negative reviews here and there on the net will put an end to your company's progress... Take the example of "Sify" why did it go down? I am sure you know what happened to them .... it was their own customers who spread the word on the internet and today there are thousands of negative reviews about sify on the internet.

Offering a refund does not end an episode in my opinion.. How about trying to get your customer Mr Shenoy into confidence, be nice to him and try providing what he pays for?

The times of dada giri are long gone... "wake up" And watch what you say in this forum because every time some one searches for "Intech broadband of Thane East" this page will come up at number one on every search engine.. Just thought would let you know in case you are new to the power of internet.

You cannot mention in public what a customer is paying or what plan he/she is using as it would get you into soup if they sue you for disclosing private information in public.

By the way these are the phrases some one would search for if they want broadband in Thane East :

Broadband in Thane East
Broadband at Thane East
best broadband Thane East
cheap broadband in Thane East

And the king of all searches : intech broadband review

And fortunately or unfortunately this page ranks number 1 for all these searches on google.co.in
The reason I am telling you this is because I believe you don't know how powerful a consumer is in these days where knowledge knows no boundaries.

Regards
Parminder Chahal

Originally Posted by Admin

Offering a refund does not end an episode in my opinion.. How about trying to get your customer Mr Shenoy into confidence, be nice to him and try providing what he pays for?

If he has to offer the refund why is he offering now when the problem has been solved some 5 days ago? Why didn't he offer the refund during the 1 month long period when I was suffering from serious substandard service and poor connectivity?

Now, even if he offers refund I am not gonna accept it. He has rather used me used like a guinea pig. They keep on experimenting with some solutions. Since 'I was the only person who was facing this issue and not a single other person is facing this issue', they knew that "If Mr. Shenoy continues to complain, our solution has not worked", or else the other way.

And this experimenting and investigation went on for a month long period. During this period they never had the courtesy to acknowledge that the network had any issues or they were willing to offer a refund or credit/kind for the bad service.

Going by this, if the problem still persisted, I would still have to bear the problem.

And by no means I believe that "I was the only person with this complaint. Not a single other customer." He claims to have 1500 to 2000 customers, of which about 20-24 are using the same hub/switch/terrace router as I am using. If his "broadcast issue" is to be believed, I need a reason why only mine port was blocked? How come the ports of other 20 people were spared?

Review of Intech Broadband in Thane East

Update as on October 21, 2009

This is a follow-on update for this review. 6-7 days after this review was written, the service has been restored to normalcy. The packet loss issue has been resolved now and the speeds are satisfactory. Download speed is about 4.5 to 5.5 mbps, and upload speed is about 5 to 5.5 mbps, occaasionally goes upto 6 mbps (as tested on Speedtest.net - The Global Broadband Speed Test). No issues since that date.

Intech Is one of the worst ISP I have ever seen.
I have been with this ISP since 3 yrs and am very much disappointed with the kind of service they provide.
They don't have proper engineer's to address the problem nor have proper infrastructure.
If you ever feel like getting a new connection from them "STAY AWAY"
The owner(Amol Nalawde) himself is so arrogant while speaking that...I told him to disconnect the connection if they cannot resolve my problem.The worst part is he agreed to do this...lol...Look at this guy ...who is running this business....then just think how their customer care would be.... Disppointed to the core...Intech sucks big tym...!!!

Always go for the big and best ISP. You will definitely get quality service.

Originally Posted by vipulshenvi

Intech Is one of the worst ISP I have ever seen.
I have been with this ISP since 3 yrs and am very much disappointed with the kind of service they provide.
They don't have proper engineer's to address the problem nor have proper infrastructure.
If you ever feel like getting a new connection from them "STAY AWAY"
The owner(Amol Nalawde) himself is so arrogant while speaking that...I told him to disconnect the connection if they cannot resolve my problem.The worst part is he agreed to do this...lol...Look at this guy ...who is running this business....then just think how their customer care would be.... Disppointed to the core...Intech sucks big tym...!!!

The problem was resolved promptly...and the service is now satisfactory.....

Same problem with me , Too many packet loss. i am tired of asking them to resolve the problem , every night i call them saying the net is down. or there are too many RTO's while i am pinging a normal Site Like yahoo. their response is always the same that the exec from their end will visit tomm morning . next day morning net is working fine and no one visits . sometimes they visit but the visit is of no use coz the net is usually working fine in the morning hours .

same issue every day and night . most of the times net wont work at all . error : Dns server not responding .
on complaining they say will send exec tomm ,the other morning no one visits but net is now working completely fine.

their exec visits my place for a checkup 2 days ago . he pinged yahoo there was 2 pings then 3 rto . he then changed Rj45 pin then checked and found same issue persists . later he removed their wire from my wifi router and checked in my machine. packet loss after 10-15 decent pings. they say there is an issue with my router and they leave .

same time i try back on my router net is working fine. i dont understand why there is no proper resolution to the problem.

i wont say their service is pathetic . but too many pending issue which are being overlooked.

Waiting for 5net to arrive at my location so i could switch !!


Regards
Jatin

Hello amigos, I am an ISP and have been providing quality service to my beloved consumers in Thane west Ghodbunder road. I came across this thread while surfing through web, i went through all the posts and as I can conclude, i see a few drops of ignorance, customer satisfaction and quality being skirmished while the problem still tends to continue. As a provider I believe there are many facts that help the business grow and most important of them to be simple is how satisfied and happy the customer is. Now I would not invest my thought on criticising any other provider but rather use it for polishing my own advantages. The problem that ceases to exist at customer end (packet loss (Example:4 replies 2 drop, 1 reply 1 drop leading to low speed and high latency), down time and most important of all miscommunication with the customer) can only be solved through acceptance when one identifies the mistake and takes effort to solve them rather than ignoring or keeping a bad conduct with a client. One must understand that we cease to exist because of them and they are the ones paying us and hence its our responsibility to diagonise and solve such problems as soon as possible.
As far as I read the post about broadcast and cisco 2950 port being down and coming back up in 4/5 seconds thats utter bullshit, take a non manageable switch connect one end of an cat 5 cable to port 1 connect the other to port 2 and connect an cat 5 cable from port 3 to any port of 2950 withing few seconds the port of 2950 will pass through 2/3 phase to be simple enough red/green or may permanently turn red until the port or switch has been rebooted it takes aroud 30 seconds for the port to get UP until stp/vlan bios has'nt been assigned which is not used by any isp at user end. So as i can see the problem is coming from backend or ceases to exist within the building. Which could have been resolved within 1/2 hours with the help of few things 1. Help of the customer with respect to occurance. 2. A laptop with an dialer and a cat 5 cable and 2/3 technicians who can check the inputs depending upon the heirarchy of the network. My one of the customer had similar problem some time back so i checked the input that came to the building the input was fine but there was a droprate at user end so i started unplugging wire from the switch one by one to check where the traffic was coming from and then i found the wire that was generating traffic found the source of it, it came from a medical store and the guy had an hathway connection, the best part was his cat5 was plugged to my semi manageable dlink switch and he misinterpreted me as an technician from hathway, the funny part was i even solved his problem by plugging that wire into hathways 8 port switch place in the box next to mine. So I believe the guy who wasted his time replying and arguing should have rather personally attended to this issue and solved the problem or find an appropriate solution instead of thrashing and bullshitting to save and prove his point by discoursing the honest feedback of the customer. I the problem would have been accepted and worked on by apologising to customer than, than the customer would himself have created a better image of intech by editing or following it buy a positive reply for the company and I believe that it takes many things to make a business succesfull but much more to maintain its success for a long time and a basic part of it is understanding and being polite witch a customer and providing him quality service.