[Resolved]  Zeenext Broadband — ZeeNext Broadband == broadband of Lies

Pros:
1. None

Cons:
1. Unlimited connections are not truly unlimited (150 MB download limit per day)
2. Shared connection (hence, shared bandwidth)
3. Sloppy customer care, very rude staff - red-tapism
4. 15 to 20 days of downtime per month on average
5. Last mile of the connection is handled by the local Cable Transmission Operator
6. ZeeNext is not responsible for ’omissions and commissions’ on part of the CTO to provide connectivity - how much you are charged as the non-refundable installation fee is at the CTO’s will - ZeeNext itself is only responsible for account renewals and payment collection for the same.
7. ZeeNext dialer software forces you to use Antivirus Software of their choice.
8. A very lengthy Automated Voice Response at the customer care end, which might in the end ask you to leave your number for them to call you back in an hour - takes a minimum of 4 hours - you may not receive that call at all.
9. ZeeNext dialer software takes you to ZeeNextmax webpage - a news site with video feeds, eating up precious MBs that you pay for.
10. Internet Explorer is always the default browser when you connect.
11. Linux dialer software is seriously user-unfriendly
12. Offers connectivity through cables, susceptible to damage by induction by high power transmission lines in the vicinity, cables are easily torn by a gust or by a passing heavy vehicle. Your computer hardware might be at risk.
13. Does not provide a static IP address, impossible to track hack attempts from ZeeNext users.
14. Uses MAC address binding for your connection - you cannot connect your laptop to the ZeeNext connection you use on your desktop.


My experience

I had applied for a ZeeNext Broadband connection through the local CTO on 17.02.2005 and was subsequently connected on 28.02.2005. My reason for choosing ZeeNext was their very attractive night time unlimited 128 kbps plan. Additionally, I opted for a 200 MB / 128 kbps limited account. I had to pay an initial non-refundable deposit of Rs. 2500/- for installation to the CTO (however no receipt was given to me for that).

On 03.04.2007, barely a month later, the ZeeNext Subscriber Unit (SU) in my locality blew up following a power surge due to the proximity of one of the ZeeNext network cables to a high-tension power transmission line. The high voltage was transmitted to all the subscribers connected to that SU. My Compaq system was barely 6 months old! My integrated Ethernet card and my UPS were severely damaged. Although the UPS was promptly repaired under warranty, Compaq warranty would not cover the motherboard for damage caused by a power surge. My only option was to get an add-on Ethernet card.

The local CTO was thoroughly uncooperative regarding the repair of the Subscriber Unit and replacement of the damaged components. I got tired calling up their Customer Care. They would note down my complaint, giving me a Reference Number every time. There 24x7 Customer Care consists of a bunch of highly trained smart talkers who know absolutely nothing about the technicalities of ZeeNext broadband connections.

To make matters worse, my father was admitted to hospital at an advanced stage of lung cancer around the same time. I desperately needed the internet to communicate with my brother in the US. But these guys at ZeeNext would not relent. Finally, I got fed-up of it all and emailed all in my address book speaking of my predicament and asked them to forward it to everyone they knew. I ‘cc’ed a copy to all in the ZeeNext management, right from their CEO to their Regional Manager.

Within three hours a guy from the ZeeNext technical department turned up to assure me that my connection would be restored within a week’s time, which they did. I was finally reconnected to ZeeNext on 03.05.2005, exactly a month after the aforesaid incident. However, the service was really appalling as I could not connect to the internet most of the time (ZeeNext dialer error BB101). This they attributed to the unpredictable voltage fluctuation in my locality. To get the CTO to fix this was again an uphill task. Finally, they installed an UPS in their Subscriber Unit and the problem was temporarily solved.

After a few weeks, the connectivity started to trip frequently. My calls to the CTO would go unanswered. I had to personally go and report this at least thrice on an average, every time it happened, before somebody would turn up to fix it. On 09.07.2007, I was working on my computer when I heard a small explosion somewhere near my house. Immediately, I noticed the Local Area Connection tray icon on my desktop changing to one with a red cross. Upon investigating, I discovered that a similar power surge had reoccurred in the Subscriber Unit and confirmed that all of the ZeeNext customers in my area had lost connectivity. Since then I have paid numerous visits to the CTO. Surprisingly, the only person from ZeeNext who turned up at my place after that is from their Bill Collection department for the renewal of my account!

Last night, I called up the ZeeNext Territory Manager (South Zone), Mr. Raman. As usual, he started telling me the same old stories, “We are looking into it…., ZeeNext Technical people will get back to you…., You contact this person who is looking after your area…., Meanwhile I’ll give you a dial-up connection….”. I finally lost my cool and told him that I wanted him to refund my money and withdraw the connection (obviously using a few expletives). Surprising, ‘His Highness’, Mr. Raman, took grave offense in that – “Mr. Souvik you should not talk to me like that….., Do what you can…., I cannot help you about getting a refund…..”.

Apparently, ZeeNext is aware of the poor level of service of the CTOs. Till sometime back the payment collection for renewal used to be done by the CTO. Surprisingly, nobody came to collect the payment for my renewals initially. Then ZeeNext setup a Bill Collection cell to personally collect all payments for account renewals, clearly indicating that they are not oblivious of the lethargic attitude of the CTOs.

Another gentleman, who is my neighbour got his new ZeeNext connection in March about a week after I did. The power surge burnt his motherboard, taking with it his 64 MB AGP card. He got back his connection only on 08.07.2007 . On 9th morning the incident recurred and again burnt his motherboard.

In the receipt for payments, which proudly carries the ZeeNext logo on it, ZeeNext clearly mentions that “This payment is being collected on and behalf of the local CTO and under no circumstances will ZeeNext Ltd. be held responsible for omissions and commissions on the part of the CTO to provide service” . This is ridiculous! The CTO is a franchisee of ZeeNext – yet ZeeNext is not responsible for the lack of service to its customers! Why the hell maintain an ornamental Customer Care when ZeeNext itself is not responsible for any network problems?

ZeeNext claims that the initial deposit is being collected by the CTO for laying the cable and as quoted above it is not responsible for ‘commissions’ charged by the CTO, how then does ZeeNext mention an amount of Rs.3500/- (conditions apply of course!) as initial deposit on their website?

ZeeNext management should realize that gone are the days when people had to be
satisfied with what they were getting due to lack of options. Indians are now a major force in the IT sector, and computer literacy has a strong upward trend. They are going to lose it big, if they don’t come out clean.