· 8 years ago · Dec 10, 2017, 12:40 PM
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3On Sun, Dec 10, 2017 at 3:57 PM, Ashish * <@gmail.com> wrote:
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5 ---------- Forwarded message ----------
6 From: "Ashish *" <*@gmail.com>
7 Date: Dec 7, 2017 15:29
8 Subject: Re: Internet connection outage
9 To: "Helpdesk Bangalore" <helpdesk@actcorp.in>, <nodalofficer.blr@actcorp.in>, <bharath.kumark@roi.actcorp.in>, <gorurn.dilip@actcorp.in>, <rajeev.naidu@actcorp.in>, "PT Somanna" <somanna.pt@actcorp.in>, <palak.lamba@actcorp.in>
10 Cc:
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12 I have no idea how does ACT customer service work, so far I have opened dozens of service request just to be able to get the service I have been paying for. All my requests get magically resolved without any notification/acknowledgement or asking for my confirmation.
13 My last ticket victim of this modus-operandi was 10213523042 registered earlier this week. Why even bother in having a customer service department when all that it does is mark issues resolved on paper?
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15 Can you not just honestly accept that your are unable to deliver me ACT Incredible plan and just downgrade my plan to what you can actually deliver and return my money that I'm paying extra in hope of receiving a premium service which is nowhere to be found in reality?
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17 Frankly I've lost all my patience and escalating it as last resort.
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19 -Ashish
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21 On Tue, Dec 5, 2017 at 11:57 AM, Ashish * <*@gmail.com> wrote:
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23 Hi, I have been constantly raising the issue since my connection was installed, I'm not sure what it takes to get through ACT's Kafkaesque customer service as my grievance has still not been resolved.
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25 My last ticket again got closed without due action:
26 "Dear Customer,Ticket no: 10213307389 is registered. Please allow us some time to address your complaint. Our team will ensure fastest possible action.
27 Meanwhile you can use ACT Fibernet app to track your service request - https://is.gd/actapp - ACT Fibernet ."
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29 Please tell me what is it that I should do to get it heard and resolved or should I just accept that I've been cheated on the promise of ACT Incredible plan to deliver 150MBps speed and keep paying the charges for service yet undelivered to me?
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31 A helpless ACT customer.
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33 On Nov 23, 2017 19:36, "Ashish *" <*@gmail.com> wrote:
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35 Hi, I'm still waiting on the cable update, my internet speed is still under 100 Mbps. As I had communicated 11 days ago, I was told by the ACT executive that he was only ordered to upgrade the end device but will need separate authorization for end cable upgrade to support the subscribed plan's (ACT incredible) speed. There has been no further action since then, the previous ticket has been closed. Is there anything still needed from my end to move ahead?
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37 -Ashish
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39 On Sun, Nov 12, 2017 at 10:47 AM, Ashish * <*@gmail.com> wrote:
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41 Okay so there has been some progress. ACT executive called me (+91-884046450) and told that he came to my apartment and upgraded the end device to support ACT incredible speed but he couldn't change the connecting cable from Cat5 to Cat6 as he didn't have approval for that. As a consequence my current internet speed has now improved from 80Mbps to something 90+Mbps in accordance to what executive told me that on existing Cat5 cable connection speed will never exceed 100Mbps and the end cable needs to be upgraded as well.
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43 Please follow up on the connection cable upgrade from Cat5 (single pair cable) to "twin pair cable".
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45 Thanks,
46 Ashish
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48 On Thu, Nov 9, 2017 at 11:07 AM, Ashish * <*@gmail.com> wrote:
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51 I received following text from TX-ACTGRP yesterday:
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53 "Dear Customer, your ticket No.: 10212985277 is assigned to our executive, Expected time for resolution is Thu Nov 09 13:23:13 IST 2017. Regards ACT Fibernet"
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55 Without any action or representative contacting me it got closed same day:
56 AM-ACTTEL
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58 "Dear patron,ticket no 10212985277 is closed. Please share your feedback
59 5-Excellent
60 4-V.Good
61 3-Good
62 2-Fair
63 1-Poor
64 N - to REOPEN complaint
65 Reply to 7893511150. Team ACT"
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68 I'm not sure what to make of this, what kind of customer service culture is this?
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70 I have reopened the ticket since nothing actually got fixed. My connection is still provided with Cat5 cable and I only receive up to 60% of speed (80-90 Mbps over Ethernet) of what my plan ACT Incredible promises (150Mbps) and what I pay for.
71 Please take necessary action to properly resolve this.
72
73 -Ashish
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75 On Mon, Nov 6, 2017 at 10:50 AM, Ashish * <*@gmail.com> wrote:
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77 Hi there (anyone actually listening),
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79 >>My complaint NO.10212408465 (filed Oct 4th), regarding slower speed than subscribed plan hasn't seen any action yet. Should I file a new complaint?
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81 There has been no update or action taken on it yet. Should I expect anything at all or just quietly keep paying for a promised premium service while I only get delivered a sub-par experience?
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85 On Tue, Oct 24, 2017 at 4:31 PM, Helpdesk Bangalore <helpdesk@actcorp.in> wrote:
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87 Dear Ashish *,
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89 Greetings from ACT Fibernet!
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91 With regard to your issue, we are following up with the concerned team for an early resolution. We will contact you within 24 working hours with an update. Kindly bear with us until such time.
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93 Thank you for your patience.
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95 Note: You can download My ACT APP for your Android and iOS devices visit: https://goo.gl/bF0mGd & https://goo.gl/V0RD4z respectively.
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97 Thanks and Regards,
98 Team ACT
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100 On Tue, 24 Oct at 4:30 PM , Ashish * <*@gmail.com> wrote:
101 My complaint NO.10212408465 (filed )ct 4th), regarding slower speed than subscribed plan hasn't seen any action yet. Should I file a new complaint?
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104 On Mon, Oct 9, 2017 at 1:08 PM, Helpdesk Bangalore <helpdesk@actcorp.in> wrote:
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107 Dear Mr Ashish *,
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109 Thank you for writing to us
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111 We regret for the inconvenience caused to you.
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113 We would like to inform you that, your complaint has been assigned to our team to facilitate immediate rectification of your complaint. We expect your issue would be addressed shortly. Kindly bear with us until such time.
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115 Please find the complaint NO.10212408465 ( TAT within 24 hours )
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117 We are always happy to serve you
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119 Thanks & Regards,
120 Team ACT
121 Atria Convergence Technologies Pvt. Ltd.
122 Bangalore, Karnataka
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128 On Mon, 9 Oct at 1:07 PM , Ashish * <*@gmail.com> wrote:
129 Hi,
130 I have ACT incredible plan which comes with upto 150MBps speed but since the time of installation it self my download speed gets capped at <90 MBps, via ethernet. Due to unavailability at the moment, my cabling was done with CAT5 cable and I was promised that it would be upgraded to cat6 as per the plan requirements. No action has been takwn yet. Please take necessary actions to ensure the delivery of the plan that I'm paying for. Thanks.
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132 Also, again I'm not able to register this request on ACT app as it keeps saying "Please try again"
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135 On Oct 4, 2017 18:21, "Helpdesk Bangalore" <helpdesk@actcorp.in> wrote:
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138 Dear Mr Ashish *,
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140 Greetings from ACT Fibernet!
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142 This is with regard to your above complaint.
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144 We regret for the inconvenience caused to you.
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146 We would like to inform you that, your complaint is been followed up by our end and the same has been resolved as per our records, Kindly request you to plug out the LAN cable and plug in . If in case you are unable to access the internet request you to reply back to us we will send our technician and get the issue addressed .
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148 Going further please raise any service related issues from the ACT Application for faster resolution. You can also track the status of your issues through ACT Application.
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150 Note: You can download My ACT APP for your Android and iOS devices Visit: https://goo.gl/bF0mGd & https://goo.gl/V0RD4z respectively.
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152 We are always happy to serve you
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154 Thanks & Regards,
155 Team ACT
156 Atria Convergence Technologies Pvt. Ltd.
157 Bangalore, Karnataka
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160 On Wed, 4 Oct at 12:54 AM , Ashish * <*@gmail.com> wrote:
161 Never mind, it just got back up.
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163 Thanks for finally installing the connection.
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165 On Wed, Oct 4, 2017 at 12:51 AM, Ashish * <*@gmail.com> wrote:
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167 Hi, my internet connection is out since midnight. Customer care is not reachable due to limited service hours and act app is not able to register a complaint. Please look into it immediately, just had my connection installed today after a week long delay..
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169 -Ashish
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171 +91- *
172 User id: *
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179 2098881:151799
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185On Tue, Oct 3, 2017 at 2:23 PM, Somanna P T <somanna.pt@actcorp.in> wrote:
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187 Hi Palak,
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191 Pl find the customer details, Request you to kindly look into the same.
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195 Customer mapped under Indiranagar branch.
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199 Regards
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201 Somanna P.T
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205 From: Ashish * [mailto:*@gmail.com]
206 Sent: Tuesday, October 03, 2017 1:27 PM
207 To: Somanna P T <somanna.pt@actcorp.in>
208 Subject: Fwd: Automatic reply: ACT Fibernet Invoice for the Month
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213
214 ---------- Forwarded message ----------
215 From: "Rajeev Naidu" <rajeev.naidu@actcorp.in>
216 Date: Oct 3, 2017 13:03
217 Subject: Automatic reply: ACT Fibernet Invoice for the Month
218 To: "Ashish *" <*@gmail.com>
219 Cc:
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221 Thanks for your mail. Request you to send all future communications to Somanna at somanna.pt@actcorp.in.
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223 Thanks in Advance.
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225 Rajeev
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229 On Oct 3, 2017 13:02, "Ashish *" <*@gmail.com> wrote:
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231 Hi all,
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234 Please bear with me for few moments while I lay bare my grievance here..
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236 Moving recently from the Silicon Valley to the Silicon city of India, after brief living in a serviced apartment where most essentials including internet were provided for I decided to find a place of my own, something of more permanent in nature. For the upcoming move, I started looking into all arranging all essentials that are required for a functioning life in a hi-tech city like Bangalore. Even though most of the things are streamlined for a hassle free move similar to mine, given 100 of thousands or more people go through it every week, I imagined it not to be a small task and figured it can use some careful planning ahead of time.
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238 Must take care of all essentials ahead of time, talking of essentials, being a techie by profession next thing that comes in the priority list following electricity and water supply would be internet. Alright, on top of it, a week beforehand of move, the very next day after getting the keys to my new apartment I apply for the ACT fibernet connection. Had heard nothing bad in particular and mostly satisfied experiences from few people I bothered to check. Moreover previous tenant already had ACT connection and i could see the wiring still intact inside the hall.
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240 Thinking in my head, hey! I know we are still a developing nation but in a city like Bangalore I don't need to emphasize the importance of speedy service when it comes to internet connection, especially to a reputed and major corporation like ACT. But oh boy! when the reality plays out, could I be more wrong!
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244 After providing anything needed from my side as promptly I could, be it 6 months advance or the identification documents required and having been promised an installation in 2 to 3 days, I feel satisfied that by last Friday (29th September) I should have the connection. In hindsight I'm sitting like a fool waiting for the call for installation any moment now. Days pass, my patience runs thin, I call customer support they again reiterate the promise, I should get an installation call any moment now. Nothing happens. Comes Saturday, same story, again promised that installation team is already on top of my case, I'll get the connection any moment now. Sunday comes, you get the theme, so does Monday. I waste my valuable time, contacting customer support over and over as they would not share with me any contact details to the installation team nor would installation team get in touch with me. Meanwhile I keep hitting the same dead-wall, again and again, that customer support has forwarded the issue to concerned team, they are extremely sorry for the delays but I will have a connection my end of Tuesday (today!).
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248 Well guess what! I'm yet to hear a single word from installation team, no internet connection yet. I and my wife have lost our productivity for whole 4 days now, when we were supposed to take care of many critical things pending at work being tied into the move. I didn't think I'd need to remind ACT corp how essential the internet as a service should be to its customer base but I have no choice to say this is simply not acceptable! So far this has been single handedly the worst service experience of my life.
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252 I stand wasted a week waiting for the connection, have my 14k stuck as 6 month's advance and paid unquantifiable professional cost, I have no choice but to say today is the last string. I'll be forced to withdraw my connection application, go through the hassle of the tedious process for recovering my six month's advance (not at all looking forward to this but hey, choosing ACT I guess I called for it!?) from you and go with the alternative service. At least I'll have my sanity. I think it would be unfair to not blog about my experience so that anyone else has a transparent understanding what they are getting into before they decide to choose ACT for their internet needs.
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256 I'm sorry to have bombarded all of you copied on this mail but being in a powerless situation, I have no other choice and who knows if this experience is just an aberration and not the business as usual at ACT corp, may be it just needs a bit of stir, an escalation to the right pair of ears.. (I know, I too am surprised at the quintessential-ity of hope!)
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260 Thanks for listening OR NOT!
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264 -A (formerly hopeful) customer to be...
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270 On Mon, Oct 2, 2017 at 1:00 AM, <no-reply@alerts.actcorp.in> wrote:
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280 ACCOUNT NO : *
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282 User Name : *
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284 Invoice Date : 01-OCT-2017
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286 Due Date : 15-OCT-2017
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291 Image removed by sender. ACT Fibernet
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293 Previous Due
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296 Payments Received
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299 Adjustments
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302 Current Charges
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305 Amount Due
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307 0.00
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310 14,153.00
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313 0.00
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316 0.00
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319 14153.00 Cr
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321 Image removed by sender. PAY BILL
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324 Click here
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327 To Pay online via ‘My Account’ section of portal
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329 Click here
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332 To Pay online on our Website
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334 Now ACT Fibernet Mobile APP is available for Andriod and iOS
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336 Download ACT Fibernet APP Ã Enter your username and password
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338 Image removed by sender.
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341 Image removed by sender.
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343
344 - Make bill payments
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346 - Check your package details
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348 - Check your account details
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350 - Register your Queries
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354 MY ACCOUNTS BENEFITS ON PORTAL
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358 - Pay your bill in easy steps
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360 - FUP Reset
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362 - View / Download your current and past 12 months bills
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364 - View/Download your current and past payments receipts
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366 - Know your current usage
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368 - Update your personal details
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373 KEY POINTS
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377 - Payment made will be credited to your account within 24 hours
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379 - Payment receipts are available on portal post 48 hours of payment
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381 - For any clarifications please contact us on 080-42840000 / e-mail us at helpdesk.blr@actcorp.in
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383 - Add helpdesk@alerts.acttv.in to your email address book to avoid E-bill from going to spam folder
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385 You can now register your queries via SMS.
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387 Message TC HELP to 9945999459
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389 Image removed by sender. http://img.actcorp.in/mailers/soaimg/image006.png
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393 As much as we are thrilled to have you with us, we hope you have an exciting & wonderful internet experience with ACT Fibernet. We are honored to serve you.
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397 Happy Surfing!
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401 Warm Regards,
402 Team ACT