I am a victim of the Sify Broadband scam in Delhi

Posted on March 5, 2005 by Sandip Bhattacharya

Here is the letter I sent to Sify contact points in Delhi yesterday. It chronicles my Sify broadband experience here in Delhi.

From: Sandip Bhattacharya <sandip AT lug-delhi.org>
To: Sanjay Bhandari <sanjay_bhandari @sifycorp.com>
     , Puneet Sharma <puneet_sharma @sifycorp.com>
     , anamika <bbcoordinator_delhi @sifycorp.com>
Cc: India Gii <india-gii AT cpsr.org>
Subject: Official complaint - My sify experience and a request for refund
Date: Fri, 04 Mar 2005 14:21:23 +0530
Mailer: Evolution 2.0.2 (2.0.2-3)

I had applied for a sify connection exactly a week ago, and paid a
cheque on the same day. I got this connection via your franchisee
Indraprastha Infotech at IP Extention (Patparganj), Delhi.

It first took me scores of calls to them for convincing them to actually
install at my premises. They happen to have a base station in the same
apartment, and adding my line actually took them about one hour. But it
still took them four days to come over and set up my connection(the
person who collected the cheque promised to do it in two days).

During installation at my residence, the service people saw that there
were losses in the line. However they went back saying that the problem
was elsewhere and promising that the problem would get solved soon.

It took another round of repeated calls to Indraprastha to provide me
with my login id. I logged in to my account that night and saw my
balance to be Rs. 885 (as compared to the Rs. 995 I paid for advance
monthly rental, but that is a separate story).

Since this Monday, I have probably been online only about 20-30 minutes.
The network gateway has continuously been inaccessible to me.

I have been calling your reseller several times every day. Either he
gives me some white lie about sending some people over to my place, or
he simply keeps his phone switched off (especially after 6pm).

The non-MTNL customer care number on your broadband web page, doesnt
work ("number does not exist"). I had changed my network card the day
before yesterday. After that, when for a moment, the gateway became
accessible and I tried to login, I was given the message that my
"computer ID" has changed. There was a phone number in the error
message. Thankfully, that number worked and I could call up sify
customer care. (Why isnt this number on the website?)

I was told by the customer care executive that you implement mac
binding, and the executive reset my mac address. I could log in, but
while I was talking to the person, the gateway again became
inaccessible. Since then I have made repeated calls to sify customer
care, and they have promised to send somebody to see to my problem but
nothing has happened yet.

Your franchise is still inaccessible. When I visited their office
sometime back, none of their internet related personnel were present.
They run a cable tv network too, and these people asked me to come
sometime later. Even if I call them now, they either put me on hold (and
manually disconnect me after 5 minutes) or they keep the phone switched
off.

Now my situation is this: I had an existing cable internet connection
before sify (hotwire) that I planned to give up after moving to sify.
But considering what is happening, and considering my feeling that sify
is totally unsuitable and unreliable for my needs, I still need to hang
on to that connection.

So this month,
1. I have already paid sify for setting up my connection Rs. 1300.
2. I have paid sify for a full months rental in advance  Rs.  995.
3. I will be paying hotwire their monthly rental         Rs.  880.

The local hotwire reseller has the sweet habit of switching off the
network whenever he runs out of power backup or there is a chance of a
thunderstorm (to prevent his equipment getting damaged from electrical
problems). So in these cases, I have to switch to dialup. My last
month's dialup internet charges was Rs. 650. (I see some clouds outside
today :(  )

So thanks to sify I would be spending Rs. 3825 this month for an always-
off "broadband" and an actually dialup connection.

I have had enough of Sify. I have yet to see a trace of professionalism
and reliability in its offerings. I would request you to refund my money
and disconnect my connection, so that my losses are minimized.

Thank you,
 Sandip Bhattacharya

P.S. I am also sending this mail to a prominent all india telecom
mailing list so that the members there are also sensitized about how
Sify actually works in practice.

Update June 26 2005: Since the posting of this entry, I have been called up by somebody from Sify after about 2-3 months of the above incident happening. The Sify rep had called up to say that the networking problems have been fixed and I can resume my connection again(after 2+months!). This is apart from the calls I kept getting from them every month reminding me to renew my connection! Oh yes, before I forget, none of the people I had mailed the above ever reverted back. Of course, none of us are surprised, right?

I had also been called up by a prominent TV channel about whether I would like to appear in a televised consumer court serial where Sify personnel will listen to my complaint and resolve it “on the spot”. Sadly, I had to decline because I am convinced that Sify can never improve – their whole model is faulty, and till they change the model they can’t improve. Depending on unsupervised, untrained and unprofessional local franchises to manage a sophisticated neighbourhood network is never going to work. And people like Mr. Nangia (the Sify franchise I had unfortunately dealt with) are living examples of why Sify will and should fail.

This and my other page on Sify are thankfully on one of the first pages on popular Web searches for terms like “Sify broadband delhi”, and I am glad that people are visiting this place and learning how this company works. No company should underestimate the power of the common man, and of the web!

I would request other people having various kind of experiences with Sify to add their details below. It doesn’t necessarily have to be negative. In fact, if some people can post positive (but genuine) experiences, I think this will give a balanced view of the company.

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  • Bikram

    Unfortuately, it doesnt matter which provider you use. They will all end up being the same, except when they take you on as a new customer. The only solution is law, which everyone knows takes its own sweet time. Ah, the struggling country of India.

  • http://n.a. Bikram

    Unfortuately, it doesnt matter which provider you use. They will all end up being the same, except when they take you on as a new customer. The only solution is law, which everyone knows takes its own sweet time. Ah, the struggling country of India.

  • Anand Lahiri

    Hi Sudip,
    I am facing the same problem with Sify connection. After repeated complaints at customercare at Sify, not to mention the numerous call numbers all went into deaf ears. I submitted a feedback on the feedback form at http://www.sifybroadband.com. Well do I still need to say that I am waiting for a revert :) Finally I sent a fax to its Chennai office which I think is lying in the waste paper busket. I am fortunate not to take the 128 kbps line. I think now Indraprastha Infotech has permanently disconnected my connection. Can you imagine after so many incidents the Sify people has got the courage to call me up for the renew & even said that Mr. Nangia is working hard to change the cabling of the whole area.

  • Anand Lahiri

    Hi Sudip,
    I am facing the same problem with Sify connection. After repeated complaints at customercare at Sify, not to mention the numerous call numbers all went into deaf ears. I submitted a feedback on the feedback form at http://www.sifybroadband.com. Well do I still need to say that I am waiting for a revert :) Finally I sent a fax to its Chennai office which I think is lying in the waste paper busket. I am fortunate not to take the 128 kbps line. I think now Indraprastha Infotech has permanently disconnected my connection. Can you imagine after so many incidents the Sify people has got the courage to call me up for the renew & even said that Mr. Nangia is working hard to change the cabling of the whole area.

  • Bruno

    Hi guys:
    Seems we all are in the same boat. Whether its Sify or any other IP, they dont have the infrastructure to service the customers for the last mile, and hence depend on the “local cablewallah” for this. All of you have finally had to deal with such people who have neither the expertise or the concern for customers. Usually these cable wallahs have their areas marked out so that one has to either depend on them or else… Unfortunately, there is nothing legally that can be done. Hope somebody who knows how to handle customer grievances legally is reading this. We really have no choice but to accept whatever we can use. Oh how I love my country.

  • Bruno

    Hi guys:
    Seems we all are in the same boat. Whether its Sify or any other IP, they dont have the infrastructure to service the customers for the last mile, and hence depend on the “local cablewallah” for this. All of you have finally had to deal with such people who have neither the expertise or the concern for customers. Usually these cable wallahs have their areas marked out so that one has to either depend on them or else… Unfortunately, there is nothing legally that can be done. Hope somebody who knows how to handle customer grievances legally is reading this. We really have no choice but to accept whatever we can use. Oh how I love my country.

  • Senthilnathan

    I am from Chennai, VIrugambakkam. Running BRowsing center for the past 2 years. Recently bought one sify connection unlimited for one machine on trial basis. ( I was in the idea of converting all the machines to sify, thank god I have not done it.)

    Last week due to lightening my connection has gone. Frequently I visited the service provider’s office. So many times I called them. SIfy complaint line, many times not getting. Their epbx is not clear to hear. 3 times I lodged complaint. 4 times lodged with service provider. For the past 10 days successfully (media converter working for my connection is down) not working not even single minute it has got connected.

    SIFY HAS PROVED THAT IT IS NOT A GOOD COMPANY TO TRUST

  • Senthilnathan

    I am from Chennai, VIrugambakkam. Running BRowsing center for the past 2 years. Recently bought one sify connection unlimited for one machine on trial basis. ( I was in the idea of converting all the machines to sify, thank god I have not done it.)

    Last week due to lightening my connection has gone. Frequently I visited the service provider’s office. So many times I called them. SIfy complaint line, many times not getting. Their epbx is not clear to hear. 3 times I lodged complaint. 4 times lodged with service provider. For the past 10 days successfully (media converter working for my connection is down) not working not even single minute it has got connected.

    SIFY HAS PROVED THAT IT IS NOT A GOOD COMPANY TO TRUST

  • Ashutosh

    I was nearly set to get a Sify connection, thought will check online about some feedback and am absolutely horrified with the feedback, there is no way i am getting Sify now, better off with dialing up to BSNL than to deal with this sorta crap. Thanks a lot for informing us.

  • Ashutosh

    I was nearly set to get a Sify connection, thought will check online about some feedback and am absolutely horrified with the feedback, there is no way i am getting Sify now, better off with dialing up to BSNL than to deal with this sorta crap. Thanks a lot for informing us.

  • Arun Chattopadhyay

    Though I am from Bangalore, thought of sharing my experience with Sify.
    I had tried to get a broadband (BB) connection from Sify. Had so bad experience with their enquiry handling that I felt it safer not to subscribe to
    them. It will soundunbelievable to anyone but it is true and this kind of
    mismanagement goes unpunished perhaps only in our country.

    I saw an ad Kiosk of Sify BB on Feb 17, 2005 morning in front of my residence at CV Raman Nagar, Nagavarpalya Main Road, Bangalore, asking to call up 1901-443330, to get a BB connection. I thought of
    giving a try because I was tired of the service of the local cable wallah.
    On dialing the above number, I get a recorded voice that this number was not allotted to anyone! I rechecked the number at the Kiosk, and it was the same, unallocated number!!
    I found out their another number, (2228-9520) from the Sify site, asking Bangalore people to call them for the BB.
    I called this no. (2228-9520) on 18/02 at 3.20 pm. The call lands in their Chennai call centre. The officer, by name ‘Shiva’ took down my all detail
    including phone number and said they will revert in 2 days. No one called back till 21/02.
    On 21/02, at 1.00 pm I called the same no. and spoke to Pauline. She said it takes 5 working days to get back hence I must wait.
    On 23/02 at 6.10 pm I called and spoke to Dewang. He again noted all my detail and said in another 2 days someone from Sify would call me with the detail. There was no response from anyone till 03/03.
    On 03/03/05 at 3.55 pm, I called them again and spoke to Aarti. She regretted, took down my all detail again and said, in 3 days time they will revert. No one called back till 09/04 and I was really frustrated.
    On 09/04, I called them again at 11.10 am and spoke to Arun. He said he feels sorry with the standard they have, but anyway, he himself would call me back by next Monday (11/04). He did not call back.
    On 13/04 at 11.35 am, I called them for the last time. Pauline came to line, apolgised for all the troubles I had to take and said their people will call me back in another 2 days time. I told her that this was enough and all I could say was that it does not make any sense to go for Sify BB.

    Now I am subscribing to Tata Indicom BB (With VSNL) and they are many fold better than Sify, as experienced so far for the last 2 months.

  • Arun Chattopadhyay

    Though I am from Bangalore, thought of sharing my experience with Sify.

    I had tried to get a broadband (BB) connection from Sify. Had so bad experience with their enquiry handling that I felt it safer not to subscribe to
    them. It will soundunbelievable to anyone but it is true and this kind of
    mismanagement goes unpunished perhaps only in our country.

    1. I saw an ad Kiosk of Sify BB on Feb 17, 2005 morning in front of my residence at CV Raman Nagar, Nagavarpalya Main Road, Bangalore, asking to call up 1901-443330, to get a BB connection. I thought of
      giving a try because I was tired of the service of the local cable wallah.

    2. On dialing the above number, I get a recorded voice that this number was not allotted to anyone! I rechecked the number at the Kiosk, and it was the same, unallocated number!!

    3. I found out their another number, (2228-9520) from the Sify site, asking Bangalore people to call them for the BB.

    4. I called this no. (2228-9520) on 18/02 at 3.20 pm. The call lands in their Chennai call centre. The officer, by name ‘Shiva’ took down my all detail
      including phone number and said they will revert in 2 days. No one called back till 21/02.

    5. On 21/02, at 1.00 pm I called the same no. and spoke to Pauline. She said it takes 5 working days to get back hence I must wait.

    6. On 23/02 at 6.10 pm I called and spoke to Dewang. He again noted all my detail and said in another 2 days someone from Sify would call me with the detail. There was no response from anyone till 03/03.

    7. On 03/03/05 at 3.55 pm, I called them again and spoke to Aarti. She regretted, took down my all detail again and said, in 3 days time they will revert. No one called back till 09/04 and I was really frustrated.

    8. On 09/04, I called them again at 11.10 am and spoke to Arun. He said he feels sorry with the standard they have, but anyway, he himself would call me back by next Monday (11/04). He did not call back.

    9. On 13/04 at 11.35 am, I called them for the last time. Pauline came to line, apolgised for all the troubles I had to take and said their people will call me back in another 2 days time. I told her that this was enough and all I could say was that it does not make any sense to go for Sify BB.

    Now I am subscribing to Tata Indicom BB (With VSNL) and they are many fold better than Sify, as experienced so far for the last 2 months.

  • kishore

    <!– spamk : Comment text: 'Airtel is best,

    I dont know sify, but I warn anyone who going for Tata Broadband
    service( now VSNL).I applied for broadband connection 2 months back,
    paid money for router static IP address Rs-1650 . from then there
    are no one to call me. I had around 10 compliants registered on their
    121 call center. And the call center guys always promise 2 days
    100% quarantee of service. later it become with in 24 hours you
    will see progress, everytime i dial 121 a new person lifts the
    phone and give the same answer. I sent a mail to cancelation of
    my connection and get my money back, again no reply from them.

    Finaly we played a trick, called Tata broadband service from a
    different phone line and asked for new broadband connection,
    and they promised with in 24 hours their person will meet us,
    And strangly they come to our home with in 2 hours. and we
    banged them like anything, and they called to their head office
    from our home etc etc and finay I got connection.

    Also I warn you guys about the Tata indicom rates,

    And one of my friend who applied for Airtel broadband who
    stays next to my house applyed a week after I applyed for
    TataBroadband, and he got in a week,
    and his rates are also cheap.

    Tata Broadband rates,
    500MB download, permonth Rs-350 256Kb speed
    1000MB download permonth Rs-780 256Kb speed
    and unlimited 64kbs costs 800 rupees per month.

    where as Airtel costs are like this,
    128Kbs speed, unlimited and you get 500 rupees phone
    calls free, and a phone connection free, and permonth
    cost Rs 1000 only.
    his internet speed is also very good.

    so guys go for Airtel, dont get cheated with Tata Broadband.
    ‘ matched ((holdem|texas|poker|casino|online|gambl|blackjack|game|free).*){2,} –>
    Airtel is best,
    I dont know sify, but I warn anyone who going for Tata Broadband
    service( now VSNL).I applied for broadband connection 2 months back,
    paid money for router static IP address Rs-1650 . from then there
    are no one to call me. I had around 10 compliants registered on their
    121 call center. And the call center guys always promise 2 days
    100% quarantee of service. later it become with in 24 hours you
    will see progress, everytime i dial 121 a new person lifts the
    phone and give the same answer. I sent a mail to cancelation of
    my connection and get my money back, again no reply from them.
    Finaly we played a trick, called Tata broadband service from a
    different phone line and asked for new broadband connection,
    and they promised with in 24 hours their person will meet us,
    And strangly they come to our home with in 2 hours. and we
    banged them like anything, and they called to their head office
    from our home etc etc and finay I got connection.
    Also I warn you guys about the Tata indicom rates,
    And one of my friend who applied for Airtel broadband who
    stays next to my house applyed a week after I applyed for
    TataBroadband, and he got in a week,
    and his rates are also cheap.
    Tata Broadband rates,
    500MB download, permonth Rs-350 256Kb speed
    1000MB download permonth Rs-780 256Kb speed
    and unlimited 64kbs costs 800 rupees per month.
    where as Airtel costs are like this,
    128Kbs speed, unlimited and you get 500 rupees phone
    calls free, and a phone connection free, and permonth
    cost Rs 1000 only.
    his internet speed is also very good.
    so guys go for Airtel, dont get cheated with Tata Broadband.

  • kishore

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