ACT Fibernet Customer Care: Complete, Practical Guide

What ACT Fibernet Customer Care Covers

ACT Fibernet (Atria Convergence Technologies Ltd., founded in 2000) is among India’s largest wired broadband ISPs, offering fiber plans up to 1 Gbps in over 20 cities. Customer care supports new connections, installation and relocation, plan changes, billing, payments, router configuration, outages, and service quality complaints.

While city-wise phone lines and field teams vary, ACT centralizes most service interactions through its mobile app and web self-service. This allows 24×7 ticket logging, real-time tracking, and digital KYC, while city operations handle on-ground resolution and escalations.

Official Contact Channels

ACT emphasizes digital-first support. You can raise and track service requests without waiting on phone queues, and most billing or plan-change issues are solved within a single session if your account is verified.

Bookmark the official website and use only verified apps to avoid phishing: the primary domain is https://www.actcorp.in/ and the official app is listed as “ACT Fibernet” on both Google Play and Apple App Store. For status checks or FAQs, use the Support/Help sections on the same domain.

Channels You Can Rely On

• ACT Fibernet App: Create/track tickets, run diagnostics, change Wi‑Fi SSID/password, upgrade plans, pay/auto-pay, download invoices, schedule visits.
• Web Self‑Care (via https://www.actcorp.in/): Log in with your registered mobile/email to manage account, payments, and service requests.
• City Service Centers/Field Teams: Triggered via app/portal; appointments and ETA are shown in your ticket timeline.
• Nodal/Appellate Contacts: Listed city-wise on ACT’s website for formal escalations per Telecom Consumer Complaint Redressal rules.

How to Raise a Ticket That Gets Resolved Fast

In the ACT app, use Support → Create Service Request. Choose the closest category (No connectivity, Slow speed, Billing, Relocation, Router issue, Plan change). The app will auto-run line tests (ONT light status, last mile LOS, speed checks) when applicable. Accept device permissions for accurate diagnostics; it directly reduces back-and-forth.

On the web portal, sign in, navigate to Support/Help, then New Request. You’ll get a Request ID instantly (store this ID). You can also attach speed test screenshots and ONT/Router indicator photos. Tickets logged digitally are time-stamped and show each action (technician assigned, visit scheduled, resolved), which is useful if you escalate.

Escalation Matrix and Realistic Timelines

If you experience a city-wide outage, restoration ETAs are posted inside the app/portal banner. For home-level issues, a first response is typically same business day in metro areas, with visit slots ranging from 9:00 to 20:00. If the ticket shows no movement beyond the indicated window, escalate inside the ticket thread.

ACT publishes Nodal Officer and Appellate Authority contact details by service area on its website. The standard sequence is: Level 1 (regular support via app/portal) → Level 2 (Nodal) if unresolved within the stated SLA or if you disagree with the resolution → Level 3 (Appellate). For persistent non-resolution after Appellate closure, you may file a grievance with the Department of Telecommunications via the PG portal (https://pgportal.gov.in/). Keep all Request IDs, dates, and screenshots.

Billing, Payments, and Refunds

You can pay via UPI, cards, net banking, or set up auto-pay in the app/portal. Invoices carry GST (18% in most cases) and show prorated charges if you change plans mid-cycle. Always download invoices if you need them for reimbursement; the app stores up to 12 months of bills, and older ones can be requested.

Refunds for security deposits (e.g., for returned ONU/router) and excess payments are initiated after device pickup and account settlement. Typical processing is to the original payment method; if not possible, you’ll be asked to provide bank details inside a secure form. Ensure you obtain a pickup acknowledgment that lists device serial numbers to prevent disputes.

Common Technical Issues and What Support Needs From You

Before contacting support, capture specifics. “Internet down” is too broad; detail what works and what doesn’t (LAN vs Wi‑Fi, specific devices, certain sites/apps). For intermittent drops, note timestamps and duration. For speed issues, specify the subscribed speed tier and run wired speed tests where possible.

If you use your own router (instead of ACT’s), know your WAN type (PPPoE vs DHCP), VLAN tagging requirements (varies by city), router firmware version, and whether IPv6 is enabled. Having these details ready lets support quickly confirm last-mile health vs in-home Wi‑Fi or router configuration issues.

Pre‑Support Checklist That Cuts Resolution Time

• Account: Registered mobile/email, Account/Customer ID, recent Request IDs.
• Device/Line: ONT/Router LED status (Power, LOS/PON, LAN, WLAN), last reboot time, LAN vs Wi‑Fi test results.
• Speed Evidence: Wired speed test on a gigabit-capable device using a CAT6 cable; note server/location and timestamp.
• Wi‑Fi Context: Router model, band used (2.4 GHz vs 5 GHz), channel width (20/40/80 MHz), distance and obstacles.
• Billing: Last payment date, invoice number, payment reference (UTR/transaction ID), screenshots if a double debit occurred.

Relocation, New Connection, and Installation Appointments

For relocation, raise a move request at least 3–5 working days in advance. Availability depends on fiber coverage at the new address; the app will show feasibility. If internal wiring is needed, discuss one-time charges before work starts and ensure the invoice reflects materials and labor distinctly.

New connections typically involve KYC, feasibility check, and a site visit. Bring valid ID and address proof. If you opt for long‑term prepayment (e.g., 3/6/12 months), check for promotional benefits like installation fee waivers or router offers; verify lock-in and early termination conditions in writing.

Service Levels, Outages, and Field Visits

Planned maintenance windows are usually scheduled during off-peak hours; customers see app notifications. For unplanned outages (fiber cuts, power issues at network nodes), resolution depends on field access and municipal permissions. If your ONT shows a red LOS light, it often indicates an upstream fiber issue rather than an in-home problem.

For field visits, technicians carry ID. Do not share your app login OTP; instead, ask the technician to update the ticket notes and closure photos in your presence. If any equipment is replaced, request the old device details and the new serial numbers to be recorded in the ticket before sign-off.

Plan Changes, Fair Usage, and Performance Expectations

When upgrading plans (for example, to 300 Mbps or 1 Gbps tiers), confirm that your router and end device support the speed: a gigabit WAN port and CAT5e/CAT6 cabling are essential. Wi‑Fi speeds over 500 Mbps typically require Wi‑Fi 6 and 80 MHz channels on 5 GHz. Wired tests are the benchmark for service verification.

Check for fair usage policies (FUP) or commercial usage clauses for residential plans. Some cities offer “truly unlimited” data, while others apply high FUP thresholds; the exact terms are shown in your plan details on the app/portal. If you use static IP or enterprise features, contact ACT’s business support instead of residential care for appropriate SLAs.

Security, Privacy, and Account Protection

Use the app/portal only via the official domain and stores. Enable two-factor authentication on your email and keep your router admin password unique and strong. Avoid sharing OTPs or KYC documents over unofficial channels; ACT staff will never ask for your banking passwords.

If you suspect account compromise or phishing, immediately change your portal password, reset router credentials, and inform support via a high-priority ticket. Provide timestamps and any suspicious numbers/emails/URLs you interacted with so they can secure your account and network.

Where to Find City‑Specific Contacts

ACT lists city coverage, feasibility, and escalation contacts on https://www.actcorp.in/ under Support or Contact sections. Because phone lines and physical office locations differ by circle and change over time, always refer to the latest contacts on the website or inside the app’s Help section.

If you must raise a regulatory grievance after exhausting ACT’s Appellate process, submit it via the Government of India’s PG portal at https://pgportal.gov.in/ with your complete ticket history, dates, and evidence. This ensures traceability and faster review.