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Airtel Xstream and Reliance JioFibre seem to be the most popular broadband providers in major cities across India. But if there is one Internet Service Provider (ISP) that is rapidly expanding across the country, it has to be Excitel. The company emerged as a local player in an internet service provider focused on niche markets initially but now has footprints in around 33 cities. Excitel recently raised $11.5 in equity and aims to expand to 100 cities around India By the end of 2022. For the user base, Excitel wants to grow from 0.7 million to 10 million.
But with such a huge expansionary ambition, the big question arises: are they able to provide a reliable service to their existing customers? Well, this is where you will get a mixed response. For some users, that’s OK, but then many get frustrated with the reliability of the internet connection and not forget about the long-running process of getting a refund of the Rs 2,000 security amount that new subscribers are supposed to pay for the modem initially.
After being an Excitel subscriber in South Delhi for 15 months, here is our Excitel broadband review in Delhi.
Excitel broadband internet packages and speeds
Excitel has a smart approach to getting new clients. They look at service areas where Airtel, Jio and other competitors have not penetrated broadband fiber optic internet while proposing long-term plans that are high value for money. Excitel plans for at least 3 months at 200Mbps. Buyers can check out the premium plans, too, with speeds up to 400Mbps.
When you compare Excitel’s broadband plans with Jio, Airtel, and others, you’ll quickly discover that Excitel offers an affordable generic deal and tends to make the deal better at first to gain new customers by adding free months to the plan.
On paper, the plans look very attractive and get the reliability of a friendly local ISP. Speaking of speeds, the 200Mbps, 300Mbps or 400Mbps promised by Excitel are the peak speeds. This means that average speeds will, of course, be lower, and only occasionally will you get top speeds. This applies to most of the ISPs in the market. But note that sometimes, speeds can drop dramatically without any reason, and if you contact customer support, you will be directed to take a SpeedTest.
When it comes to speed, a lot depends on the area in which you reside. For example, while I get good speeds in my house, one of my friends who lives just five minutes from my house struggles while watching content on TV.
When it comes to speed, a lot depends on the area in which you reside. For example, while I get good speeds in my house, one of my friends who lives just five minutes from my house struggles while watching content on TV.
Excitel has agents on the ground who serve customers. These agents have their regions divided to cater to different subscribers. So, when it comes to speed and service issues, a lot depends on how effective your dealer is on the ground. If your agent is not responsive enough, you are at the mercy of customer service. There is very little you can do if the internet stops working apart from claiming that customer service is paying someone to do something.
Is Excitel Broadband Internet Reliable?
This is where opinions will differ. As mentioned earlier, a lot depends on your location and your agent on the ground. But it’s safe to say that when the internet works well, it’s a good day for you. But when that’s not the case, you may end up with an inactive internet connection for a day or more. Yes, they charge an extra day on your data plan for free if there is a 24 hour downtime but will you be comfortable with frequent connection losses and sudden low speeds?
A lot depends on your location and your agent on the ground.
From my experience of using Excitel for 15 months, I have to admit that it provides great connectivity at first. However, the connection issues started when my local agent quit Excitel and switched to a competing ISP. Earlier, if there were any issues, I could speak directly to an Excitel agent to fix things, but now I’m at the mercy of customer service. Recently there is a serious connection issue where I was left without internet all day only to be greeted with a random message from customer service.
In the last month there have been 6 days I had to work with my mobile hotspot and this month I am writing this review while connected to my Airtel 4G mobile data connection – wondering how many downtime I will experience this month and how Many times I will have to speak to the customer service team. But it doesn’t seem biased, because my friend who stays only 5 minutes from my house, has a decent experience.
https://www.youtube.com/watch?v=/Vj5e6cEoTRo
How is Excitel Broadband Internet customer service?
If you are fortunate to have a good dealer on the ground for Excitel, you will have nothing to do with the customer service team. But if you’re unlucky like me, his agent decides to change companies halfway without giving the next agent’s coordinates, your only point of contact is through the “myExcitel” app. With this app, you are asked to place a service request and then wait for someone from the customer service team to call you back. If you missed their call then good luck. Customer service speaks like a robotic voice box that will immediately tell you to turn the modem off and back on after a minute. Then they claim to have “revamped your network” from the background. If that works, that’s great, otherwise a service request will be allocated which can take up to 48 hours to resolve. By the way, you must have an active mobile data plan to contact the customer service team via the myExcitel app in the first place. Therefore, as a backup, you always have another secondary source of the Internet.
Customer service speaks like a robotic voice box that will immediately tell you to turn the modem off and back on after a minute.
Excitel Warranty Deposit Refund: 3 Months of Big Frustration
Now, if you’re not satisfied with your Excitel service, you’ll likely want to hang up and request a security refund. Excitel has a 90-day refund policy. This means that after the modem is deposited safely, you will have to wait 90 days for the funds to be refunded to your bank account. To send the modem, you will have to physically visit the nearest Excitel office and obtain a disconnection receipt and then your refund will begin. There is paperwork included as well. Excitel has made the refund process so frustrating for the end user that many will simply move on without claiming a full refund.
While purchasing a new connection, an Excitel agent will willingly visit your home as often as required. But when it comes to breaking up, you are up to your fend for yourself.
Recently, Excitel ditched the refund process entirely and is now asking customers to purchase a 3-month plan to start with and pay an additional Rs 500 for wires. Having said that, old subscribers will be eligible for a refund on disconnect but the painful process remains.
Recently, Excitel ditched the refund process entirely and is now asking customers to purchase a 3-month plan to start with and pay an additional Rs 500 for wires.
Exetel Referee Broadband Review
It is good to see new ISPs expanding and offering internet services at competitive rates. More competition is always beneficial to end users. For Excitel to truly strengthen its presence in India and take on leaders like Jio and Airtel, it badly needs to focus on service reliability, which it lacks. The last thing Excitel wants is to lose existing customers while gaining new customers to grow in India.
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