I was the happiest person the day I got the news about the launch of the wireless mobile broadband service in India, with a supposed-to-be download speed up to 3.1 Mbps. I was ecstatic the day I got hold of the device - "Tata photon plus" -- a slick looking USB modem introduced by Tata Indicom with a one year guarantee at a price of Rs. 3500 (approximately $75). Tata Indicom also comes with various monthly plans to use this service with an "unlimited" usage plan at a monthly rate of Rs.1800 (approximately $40).
The drama starts now.
Installation of the device is a child's play and I am ready to hit the virtual world with great gusto... life is fabulous because the download speed we are talking about here is unbelievable before this service. Tata photon, my previous wireless service had a speed of 144 kbps.
Well, life was great for three straight hours. I was accessing internet like never before, each and every site was opening within seconds. And then, it started slowing down and a speed-test said the average download speed was 1.5 mb/s and upload speed was 0.44 mb/s - half of what was promised!
We know how it feels to be cut-off from the virtual world, we also know how it feels to live life with a fragile internet connection -- it's worse.
I called the customer service. The reaction was out of the world -- "...Ma'm, the speed you are talking about is not bad at all, in fact it's pretty fast..."
Well, that's not what you guys promised! Well, that's not what is written in the instruction manual either!! Then a senior person came on the line and explained ".....Ma'm, it says 'upto 3.1 Mbps' which means you would get the same speed with ideal condition which can vary." I get that. In fact I understood it even before calling the customer service.
Yes, you can get a download speed of 3.1 Mbps with this device, but for that you have to access the internet in the middle of the night, when half the world is more or less asleep and sit by a Tata Indicom tower. Those facts were just barely missed in the manual. And I feel deceived. Yes, with a never before download speed like 1.5 mbps.
I genuinely feel your betrayal, Katha!
"Download speeds" don't seem to be reality in the wireless world -- we struggle with those "features" every day with our iPhones and wireless modems as they plod along at unmentionable slow speeds.
I also have an AT&T Quicksilver USB modem -- there's a firmware update for the modem that was released on August 17 to enhance the speed and experience on the AT&T network. It's a vital update... except... if you're on a Mac... you can't download the update because it is only for Windows users! The support site has been saying "any day now" for Mac users... and we're still waiting over two months for the vital upgrade!
If you can't release a vital upgrade for both Mac and Windows at the same time... then don't release any updates at all.
Wow, Katha. How sad that you had such a rubbish experience with the company. How sadly typical that they would come up with excuses for why their service isn't all they made it out to be.
I know David...
There will always be something hidden with this kind of service - that just gets on my nerve.
Hi Gordon,
There are 2/ 3 companies in India who launched the same service and you get the same language everywhere - "....the download speed UPTO 3.1 mbps"....
This "upto" is the catch.
Hi,
Greetings from Tata Indicom!We are really sorry for the inconvenience you had to go through because of us. We would earnestly request you to give us a chance to rectify our issues and serve you better.
To be able to do so, can I request you for a number or an e-mail Id that we can get in touch with you on?
Should you require any further assistance please mail us at Customer.care@tatatel.co.in
Thanking you
Customer Care – Tata Indicom