Beam Fiber Customer Care: Complete, Current Guidance for Former Beam Subscribers

Who Supports “Beam Fiber” Today and What Changed

Beam Fiber (Beam Telecom Pvt. Ltd.) operated primarily in Hyderabad and surrounding areas before being acquired by Atria Convergence Technologies. Between 2014 and 2015, the Beam brand and operations were integrated into ACT Fibernet. If you were a Beam Fiber customer, your customer care and service management are now handled by ACT Fibernet.

Practically, this means all support, billing, and plan changes are routed through ACT’s systems. Your legacy Beam account (often referred to as a CAF/customer ID) remains valid in the ACT ecosystem, though the branding and interfaces have changed. The official website for support, plans, and payments is https://www.actcorp.in, and the ACT Fibernet mobile app (Android/iOS) is the fastest way to raise and track tickets.

If you still have paperwork or emails referencing “Beam Fiber,” keep them. They help customer care map older CAF IDs to current accounts during escalations or when you’re moving, upgrading, or closing an account.

Contact Channels and What to Prepare Before Reaching Out

Use only official channels to avoid delays or phishing. Primary channels are: the ACT Fibernet app (Support → Raise a Ticket), the web portal at https://www.actcorp.in/support, and the “Contact Us” page at https://www.actcorp.in/contact-us for city-wise contact information and escalation details. If you prefer calling, use the numbers published on the contact page for your city; these change over time, so avoid relying on old Beam Fiber phone numbers found on legacy posts or forums.

Having the right information ready shortens resolution time by hours or even days. Keep a clear photo of your Optical Network Terminal (ONT) label, your registered mobile number (RMN), and a recent invoice handy. Also note the LED status on your ONT (PON/LOS) and the exact time the issue started. When you raise a complaint, insist on a docket/ticket number and store it—this is required for any escalation within ACT or to a regulator, if ever needed.

• Account identifiers: CAF/Customer ID (from older Beam invoices) and current ACT account number; registered mobile number and email.
• Device details: ONT/ONU make and model, serial number from the sticker, router make/model, and any mesh/AP devices in use.
• Issue evidence: Photo/video of ONT LEDs (PON/LOS), speed test screenshots (wired, on a Cat5e/Cat6 cable, to a nearby server), and timestamps of outages.
• Location details: Complete service address with landmark, building/flat numbers, and availability windows for a technician visit.

Fast Path for Common Issues (Self-Checks Before You Call)

Check ONT LEDs. A steady green PON light usually means the fiber link is up; a blinking or solid red LOS light typically indicates a fiber break or signal loss, which requires a field visit. Power-cycle the ONT: turn it off for 30 seconds and power it back on. If you use a separate router, reboot that too. Avoid repeated quick reboots; allow at least 2 minutes for GPON registration after power-on.

Isolate Wi‑Fi issues from line problems. Run a wired speed test from a laptop using a Cat5e/Cat6 cable into the router/ONT LAN port. Disable VPNs during the test, and close bandwidth-heavy apps. Compare against your subscribed plan (e.g., if you pay for 200 Mbps, expect 180–220 Mbps on wired tests under normal conditions). If wired is fine but Wi‑Fi is slow, check channel congestion, move to 5 GHz, and reduce interference by placing the router higher and away from metal or thick walls.

If your connection uses PPPoE and you recently replaced your router, ensure the username/password are re-entered correctly and MTU is set around 1492. For DHCP-based accounts, confirm there is no MAC binding on the account; if there is, clone the old router’s MAC or ask care to clear the binding. Document any error messages on the router’s WAN page; these help the support team pinpoint authentication or optical issues quickly.

Expected Timelines, SLAs, and Outage Credits

For urban deployments in Hyderabad, new installations are commonly completed within 24–72 hours after payment and feasibility confirmation, depending on building permissions and fiber availability. Fault repairs caused by drop-cable cuts in common areas are often resolved within 24–48 hours, though large-area outages (e.g., a feeder fiber cut) can take longer due to splicing and right-of-way constraints. Ask the agent to specify whether your ticket is tagged as an “area outage” or an “individual fault,” as this affects ETA.

Pro‑rata outage credits may be issued for sustained downtime beyond internal thresholds. For example, if your monthly fee is ₹1,000 and you experienced a verified outage of 72 hours in a 30‑day cycle, a pro‑rata credit would be roughly ₹100 (₹1,000 ÷ 30 × 3). Credits usually reflect in the next billing cycle and are visible in your app/portal ledger. Always quote your ticket numbers and exact outage window when requesting a credit.

During escalations, ask for the last-mile and distribution fiber restoration ETAs. Where possible, request SMS/email updates. Maintaining your own log with date/time stamps of connectivity checks (e.g., ping tests to 1.1.1.1 or 8.8.8.8) strengthens your claim for credits and helps the field team correlate with NOC events.

Billing, Plans, and Plan Changes for Former Beam Accounts

Plan names and speeds have evolved since the Beam Fiber days. As of 2025, ACT Fibernet commonly lists plans in Hyderabad across tiers roughly spanning 50–100 Mbps at the entry level, mid‑tier plans around 150–300 Mbps, and premium/gigabit tiers in select localities. Indicative monthly pricing ranges cluster around ₹600–₹1,200 for mainstream tiers, while gigabit plans may exceed ₹1,900/month. Pricing, bundled OTT benefits, FUP policies, and static IP availability vary by city and time—confirm current details at https://www.actcorp.in/plans by entering your PIN code.

Billing cycles are monthly, with invoices carrying GST and a due date typically 10–15 days after issuance. You can enable autopay via cards or UPI autopay in the app to avoid suspension; reconnection after non‑payment may take a few hours post-settlement. Refunds for security deposits or long‑term plan cancellations generally follow standard banking timelines (often 5–10 business days after approval). If you switch plans mid‑cycle, expect a pro‑rated adjustment on the next bill; note that some promotional plans restrict mid‑cycle downgrades.

If you need a static public IPv4 for work-from-home use cases (VPNs, port forwarding), check availability and monthly fees in your city. When enabled, document the assigned IP and any CPE changes; some static IP setups require bridge/PPPoE configurations that differ from default.

Escalations and Regulatory Recourse

Follow a clear escalation ladder. Level 1: raise a ticket via app/portal/official phone support and obtain the docket number. If unresolved or you disagree with the closure, escalate to the city’s Nodal/Customer Care Manager using the contacts listed on https://www.actcorp.in/contact-us (city section). Level 3 is the Appellate Authority designated for your circle. Keep escalation emails concise, include the original ticket numbers, dates, and any supporting evidence (photos, speed tests, outage logs).

India’s telecom consumer protection framework requires operators to issue complaint docket numbers and maintain an escalation matrix. If you exhaust ACT’s appellate process without resolution, you may approach external grievance platforms (e.g., your state’s consumer helpline) with a dossier containing invoices, all ticket/docket numbers, and correspondence. Most connectivity disputes settle well before that stage when documentation is strong and timelines are clearly tracked.

For chronic issues (e.g., repetitive fiber cuts in your building), request a preventive action plan in writing—such as rerouting or improved clamping. Getting your Residents’ Welfare Association (RWA) to endorse a structured fiber path often reduces repeat faults significantly.

Field Visits: What to Expect and How to Prepare

Technicians will typically call ahead to confirm availability. Ask them to show an ID badge and provide your docket number before starting work. Standard troubleshooting may include checking optical power levels, re‑terminating connectors, splicing the drop fiber, replacing the ONT power adapter, or swapping the ONT if it’s defective. If hardware is replaced, request a job sheet or an in‑app closure note describing what was changed.

Prepare a clear path to the ONT/router, have a power outlet available, and keep your router admin password ready so they can validate speeds on a wired test. If your building requires permission for new cabling, notify security/maintenance in advance to avoid a wasted visit. After work is done, ask the technician to demonstrate internet access on a wired device and record the optical power reading (dBm) if they can share it; this helps diagnose future issues.

If there are any charges (e.g., relocation or non-warranty replacements), ensure they appear on an official invoice or are collected through the app/portal—avoid cash unless explicitly documented with a company receipt.

Moving, Ownership Changes, and Account Closure

For relocations within Hyderabad or to another ACT-enabled city, raise a relocation request in the app at least 3–5 working days in advance. A feasibility check determines whether your new address is serviceable. If the exact flat isn’t green‑lit yet but the building is, ask for an estimated readiness date so you can decide between relocation or temporary account suspension.

When transferring account ownership (e.g., landlord to tenant), both parties usually need to submit KYC documents and a signed request; ask customer care for the current form and acceptable ID/address proofs. Keep in mind that dues and deposits transfer only after the change is acknowledged in writing or in the app.

To close an account, clear outstanding dues, request pickup/return of any company‑owned equipment (ONT/router if provided under a rental), and obtain a closure acknowledgment with the effective date. Final bill adjustments and any refundable deposits typically settle within a standard banking window once the equipment status is updated in the system.

• Official resources: ACT Fibernet website https://www.actcorp.in, Support portal https://www.actcorp.in/support, and city contacts via https://www.actcorp.in/contact-us.
• Best practice: always capture and archive docket numbers, ONT LED photos during faults, and wired speed test results; these are your fastest path to accurate diagnosis, legitimate outage credits, and smooth escalations.

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