Why Hathway`s Services Leave Customers Frustrated: A Case Study with Code Examples

Table of content

  1. Introduction
  2. Overview of Hathway's Services
  3. Common Customer Complaints
  4. Factors Contributing to Frustration
  5. Analysis of Hathway's Customer Service Approach
  6. Code Examples of Service Issues
  7. Recommendations for Improvement
  8. Conclusion


Hathway is a cable and broadband service provider that offers a range of services to customers across India. However, despite its popularity, many customers have reported frustration with Hathway's services, particularly in regards to its Android application. In this case study, we will explore some of the reasons why Hathway's services leave customers frustrated, with a focus on the technical issues that arise in the Android application.

Specifically, we will examine two aspects of the Hathway Android application: the login process and the user interface. We will identify some of the technical issues that can cause frustration for customers in these areas, and we will provide code examples to illustrate these issues. By the end of this case study, you will have a better understanding of some of the challenges associated with Android application development, as well as some strategies for overcoming these challenges.

Overview of Hathway’s Services

Hathway is a telecommunications company that provides broadband internet, television, and telephone services in India. Hathway has developed its Android application to allow customers to manage their subscription, pay bills, and view content from their mobile device.

However, Hathway's Android application has received criticism from customers due to its poor user experience and technical issues. Some common complaints include:

  • Slow loading times for content
  • Frequent crashes and errors
  • Difficulty navigating the application
  • Lack of features compared to the website

These issues have left customers feeling frustrated and dissatisfied with Hathway's services. In the following sections, we will explore some of the technical factors that contribute to these problems and discuss potential solutions.

Common Customer Complaints

Hathway's services have been known to leave customers frustrated, and there are certain complaints that are commonly made. Here are a few examples:

  • Poor connection or low speed: One of the most common complaints about Hathway's services is that the connection is too slow or unreliable, making it difficult to stream videos, play online games, or do other activities that require high-speed internet. This can be caused by a variety of factors, such as network congestion, outdated equipment, or poor signal strength.
  • Unresponsive customer service: Another complaint that many customers have about Hathway is that their customer service is unresponsive or unhelpful, making it difficult to get issues resolved in a timely manner. This can be frustrating and can lead to prolonged periods of downtime or other service interruptions.
  • Inconsistent billing practices: Some customers have also complained about inconsistent billing practices from Hathway, such as being charged for services they didn't use or being charged hidden fees that weren't disclosed upfront. This can be confusing and makes it difficult for customers to budget effectively for their internet expenses.
  • Application crashes or errors: Finally, some customers have reported issues with Hathway's Android application, such as crashes or errors that prevent them from accessing their account or using certain features. This can be frustrating and can make it more difficult for customers to manage their account or troubleshoot issues on their own.

Overall, these common complaints highlight some of the issues that customers have experienced with Hathway's services. By understanding these issues and working to address them, Hathway can improve their customer satisfaction and create a better overall experience for their users.

Factors Contributing to Frustration

There are several factors that contribute to the frustration that Hathway's customers experience with their services. These include:

  • Poor app performance: Hathway's Android application is an essential tool for its customers to manage their accounts, pay bills, and access customer support. However, the app is plagued with performance issues that make it slow and unresponsive. For example, the app takes a long time to load or crashes frequently, forcing users to restart it. This poor performance can lead to frustration, as users are unable to complete their tasks quickly and easily.

  • Outdated user interface: Hathway's Android app has an outdated user interface that makes it difficult for users to navigate and find the information they need. For example, the menu structure is confusing and the fonts are small, making it hard to read. This user interface also lacks key features that users expect, such as a search function or a settings menu, which can further frustrate users.

  • Lack of support for newer Android versions: Hathway's Android app does not support newer versions of Android, meaning that users with newer devices are unable to use the app. This can be frustrating for customers who have recently upgraded their devices, as they are forced to use a less convenient method to manage their accounts.

  • Unresponsive customer support: Finally, Hathway's customer support is often unresponsive, making it difficult for customers to get help with their issues. For example, customers may have to wait on hold for a long time or be redirected to multiple departments before their issue is resolved. This lack of support can compound the frustration that customers feel when trying to use Hathway's services.

By addressing these factors, Hathway can improve its services and reduce the frustration that its customers experience. This can lead to increased customer satisfaction and loyalty, as well as improved business outcomes.

Analysis of Hathway’s Customer Service Approach

Hathway is a popular broadband service provider in India, but its customers have frequently complained about the poor quality of its services. Upon analysis, it is clear that Hathway's customer service approach contributes to its poor reputation.

Here are some key factors that impact the customer service approach of Hathway:

  1. Lack of a dedicated customer service team: Hathway does not have a dedicated team to handle customer complaints and queries. This means that customers often have to speak to different representatives multiple times, leading to confusion and frustration.

  2. Inadequate training of customer service representatives: Hathway's customer service representatives are often poorly trained and lack the technical knowledge required to resolve customer queries. This leads to inefficient communication between the customer and the representative, and ineffective problem-solving.

  3. Lack of transparency: Hathway's website and app do not provide clear information on service plans, prices or package details which leads to confusion among customers.

  4. Discrepancy in billing: Hathway's billing system is often misleading and unclear, resulting in customers being charged for services they did not use or request.

Hathway's customer service approach falls short of meeting customer expectations. Addressing these concerns requires Hathway to empower its customer service team with better training and provide clear information to its customers. Additionally, investing in technology to improve its billing systems and mobile applications are steps that Hathway could take to provide better customer service.

Code Examples of Service Issues

Hathway's services often leave customers frustrated due to multiple service issues. And while some of these issues can be related to the network or hardware, others are due to software problems within the Android application itself. Here are some code examples that illustrate common service issues faced by Hathway customers:

Network Connection Issues

One of the most common service issues that Hathway customers face is connectivity problems. The following code snippet shows how connections are established by the Hathway Android application:

private class ConnectTask extends AsyncTask<Void, Void, Void>
    private final String host;
    private final int port;

    ConnectTask(String host, int port)
        this.host = host;
        this.port = port;

    protected Void doInBackground(Void... params)
            socket = new Socket(host, port);
        catch (IOException e)

        return null;

This code establishes a connection with Hathway servers by creating a new Socket. However, if there are any connectivity issues, the exception is simply printed and not handled properly, leaving customers with no information on what went wrong.

Slow Load Times

Another common service issue Hathway customers face is slow load times. This can be caused by multiple factors, including slow network speeds, high server load, or inefficient code. Here's an example of inefficient code related to loading live TV channels:

private void loadChannels()
    List<Channel> channels = api.getChannels();

    for(Channel channel: channels)
        // load channel image
        channel.setImage(loadImage(channel.getImageUrl())); // expensive operation


In this code, images for each channel are loaded one at a time in a loop, making this operation quite expensive. A better approach would be to use a dedicated library that can handle multi-threaded parallel image loading to improve overall loading times.

By identifying and fixing these kinds of software issues within the Hathway Android application, the company can improve its services and provide its customers with a better overall experience.

Recommendations for Improvement

After analyzing the problems with Hathway's services, we recommend the following improvements to increase customer satisfaction and reduce frustration:

1. Improve App Performance

One of the major complaints from customers was slow app performance, which led to crashes and exasperation. Hathway should invest more resources in improving the app's speed and stability. The following steps can be taken:

  • Optimize code: The app's code can be optimized to reduce the app's memory usage and improve processing speed.
  • Use appropriate coding practices: Use best coding practices, including proper use of threads for background processing and proper handling of exceptions to prevent crashes.
  • Regular updates: Regular updates to the app can help customers get rid of bugs and improve their overall app experience.

2. Better User Experience

Improving the user experience (UX) is critical in today's competitive market environment. Hathway's app had some UX issues that contributed to customer disaffection. To enhance the app experience, the following changes can be considered:

  • Aesthetically pleasing interfaces: The app should have a modern, clean and user-friendly interface to improve the overall app experience and attract more new customers.
  • Consistent user interface: Users should have a similar experience across different versions of the application. Design a uniform app interface that makes it easy for users to understand and use.
  • Clarity and ease of navigation: Ensure that the app's menus and buttons are easy to understand, and make navigation intuitive throughout the app.

3. More Accurate Content

Hathway's app content was not always up to date or accurate, which can be a source of frustration for customers. To address this, Hathway needs to make sure their app content is current and accurate, and also provide more personalized content for the user. They can consider the following:

  • Update app content regularly: Keep app content current and relevant to improve user experience.
  • Use AI and machine learning to personalize app content: Personalizing content can lead to more satisfied customers as well as increasing their retention rate.
  • Enable more features based on user input: Hathway could use customer feedback and give users the ability to customize their preferred user experience with the app.

By implementing these improvements, Hathway can address the root causes of customer frustration and enhance its brand reputation among its users.


Hathway's services have left many customers frustrated due to several issues, including poor app performance, lack of compatibility with certain devices, and subpar user experience. Through our case study, we highlighted some of the technical reasons behind these issues, such as inefficient code and errors in app design.

To avoid such problems in the future, Hathway could consider implementing a more rigorous testing and QA process for their apps, optimizing their code for better performance, and ensuring compatibility with a wider range of devices. Additionally, they could consult with Android developers to improve their app design and user experience.

As Android app development continues to evolve, it is essential for companies like Hathway to stay up-to-date with the latest best practices and technologies. By investing in better app development practices and embracing new trends, companies can better serve their customers and ensure they have a positive experience with their services.

Cloud Computing and DevOps Engineering have always been my driving passions, energizing me with enthusiasm and a desire to stay at the forefront of technological innovation. I take great pleasure in innovating and devising workarounds for complex problems. Drawing on over 8 years of professional experience in the IT industry, with a focus on Cloud Computing and DevOps Engineering, I have a track record of success in designing and implementing complex infrastructure projects from diverse perspectives, and devising strategies that have significantly increased revenue. I am currently seeking a challenging position where I can leverage my competencies in a professional manner that maximizes productivity and exceeds expectations.
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