ACT Fibernet Customer Service — Expert Guide

Overview and official channels

ACT Fibernet (Atria Convergence Technologies) operates via a combination of digital and local support channels: the official corporate website (https://www.actcorp.in), the ACT Fibernet mobile app (Google Play and Apple App Store), city-specific customer care centers, and social media handles used for escalation. As of 2024, ACT’s operational model is city-franchised; this means many operational details (local contact numbers, technician teams, billing variations) are managed at the city or regional office level rather than centrally.

For reliable contact details always consult the official contact page (https://www.actcorp.in/contact-us) or the ACT Fibernet app which shows city-specific helplines and automated chat. Using the app or the web portal also gives you access to your account dashboard, invoice PDFs, past complaints, outage maps, and plan upgrade/downgrade flows—this is the fastest route for billing and plan-change approvals.

How to raise and escalate a complaint

There are three practical layers to a complaint: self-diagnosis and online logging, technician dispatch and resolution, and formal escalation. First, use the ACT app or portal to log the issue (select category: speed, no connectivity, billing, router fault, move/shift). Logging online creates a ticket ID (format usually ACT/YY/XXXXX). Keep that ticket ID; it is required for escalation and for refund/credit claims.

If a ticket is not acknowledged within the SLA window (typically 4–8 hours for a response and 24–72 hours for on-site resolution for residential plans in most cities), escalate to the next level. Escalation channels include the in-app escalation option, city-level customer service email (listed on the city contact page), and—when available—regional grievance officers. Document every interaction: ticket ID, date-time, agent name, and reference numbers.

Escalation timeline and expected SLAs

Typical resolution timelines (these are industry-standard expectations, and ACT’s local SLA can vary by city): initial response within 4–8 hours, remote diagnosis complete within 12–24 hours, technician on-site within 24–72 hours for residential faults, and credit/refund processing within two billing cycles for validated downtime claims. For enterprise customers, SLAs are tighter and often contractually guaranteed with penalties for missed SLAs.

If you do not receive closure within the advertised SLA, escalate immediately to the city head (details via the app) and request an estimated time of restoration (ETR). If you require faster response for mission-critical services, discuss paid priority support or enterprise-grade SLAs when subscribing.

Common issues and step-by-step troubleshooting

• Basic connectivity checks: verify ONT/GPON/Router LEDs (Power, PON/LOS, WAN, LAN), restart ONT/router, test with a wired connection, verify ISP credentials (PPPoE username/password if used), and run speed tests from a wired client to exclude Wi-Fi variables.
• Speed and latency problems: check for active background downloads, QoS settings, firmware version, and peak-hour congestion (even with fiber, oversubscription can reduce speeds during 7–11 PM). Note recorded speeds: a 100 Mbps plan should deliver 90–100 Mbps on wired tests outside peak hours; 1 Gbps plans should see 900+ Mbps wired if the customer LAN supports it (cat5e+/1 Gbps NIC, appropriate router).
• Billing and plan changes: retain invoices and transaction IDs. Refunds and credits for validated outages are usually applied to the next billing cycle as pro-rata credits—expect processing within 30–60 days. For plan upgrades, activation times are typically immediate for software-enabled upgrades, or 24–72 hours if hardware provisioning is required.

Keep firmware and router credentials up to date, and do not change ONT/router hardware settings without guidance—misconfiguration can prolong resolution times and may incur technician visit charges if remote reversal is not possible.

Installation, equipment, and relocation specifics

New ACT fiber installations usually include an installation visit, ONT termination, and a basic router. Typical installation lead time ranges from 1–7 business days depending on local infrastructure and demand. Upfront charges can include a one-time installation fee plus a refundable security deposit for equipment; these amounts vary by city and plan but are generally between ₹500–₹2,500 for consumer-grade routers (as of 2024). Always request an itemized installation invoice and a receipt for any deposit.

For relocation (shift of service to a new address), file a “shift” request via the app or portal. The process usually requires address verification, feasibility checks (fiber availability at new location), and a scheduled installation visit. Expect 3–10 business days for relocation depending on regional fiber availability. Do not cancel your old service until the new location is confirmed to avoid service gaps.

Special services: static IP, IPTV, business offerings

ACT provides enhanced services such as static IPs, public IPs for hosting, IPTV, and dedicated enterprise circuits. Static IPs and business-grade SLAs are chargeable add-ons; typical static IP pricing ranges from a few hundred to a thousand rupees per month depending on the subnet size and contract. Enterprise circuits (leased lines or MPLS) are quoted based on bandwidth, redundancy, and service level agreements; expect minimum contract terms of 12–36 months for competitive pricing.

If your use case requires hosting, VPNs, or remote access, request a static/public IP and confirm DNS and port-forwarding policies with the support team to avoid surprise NAT restrictions. For IPTV or bundled TV services, ensure the set-top hardware and multicast settings are tested during installation to prevent later compatibility problems.

Final practical tips and documentation

Always keep evidence: ticket IDs, screenshots of speed tests (include date/time and server), invoices, and chat transcripts. If you escalate beyond local support, provide a concise chronology (issue start, ticket IDs, actions taken, timestamps) to expedite response. Use the ACT app for faster ticket creation and for tracking technician ETAs—these automated logs are the most defensible when claiming credits.

For legal or regulator-level escalation, the Telecom Regulatory Authority of India (TRAI) and local consumer forums accept documented complaints. Before taking those steps, ensure you have exhausted the internal escalation process and have copies of all communication. When in doubt, request written confirmation of any SLA commitments or credits from the customer service representative.