Airtel — Airtel Broadband connection shifting - Unresolved complaint

I am writing this email expressing my dissatisfaction with the airtel service lately. I've always advocated for Airtel products but the recent ongoing unresolved experience has changed my perspective. Below are the details and highlights of my complaint:

Broadband ID[protected]_wifi
Ticket ID: [protected]

Request - I placed a request for shifting broadband connection from Ahmedabad to Pune on 25th Sep'23 on Airtel thanks app. I really love your app and the option it gave me to choose the movement date and installation date at the new address. The app experience was really good because it let me choose the date of my choice so I selected 2nd Oct '23 as the installation date.

Issue - On 29th Sep'23, the request turned into a problem because I did not receive any follow-up or confirmation call on the installation etc. You guys call us dozens of times when you see clicks on your website as potential leads but no follow-up for an existing customer's request is clearly evident that you guys don't care. Well, I dialled 121 and got connected with the dedicated Airtel black relationship team. The person assured me that they had escalated this on priority and I would receive details on the engineer.

30th Sep'23 was my movement date and I expected that I would receive a call from Airtel by 1st Oct'23 but unfortunately, you guys didn't care. So I called the so-called dedicated airtel black relationship team on 2nd Oct'23 and the person assured me that they had mentioned all the details on the notes.

Complaint: Despite all the assurances, I didn't a single call from Airtel support staff or engineer in relation to this issue. I did receive one email with OTP from Airtel on 2nd Oct'23 and nothing else. What should I do with this OTP if there is no engineer coming at my place for the installation? I called again on the 3rd and 4th Oct'23. I have been told the same thing. I have also been told repeatedly that the expected resolution date is 8th Oct'23.

My point here is I raised the request on 25th Sep'23 and your app gave me the option to select the installation date and I chose 2nd Oct'23. Then why am I supposed to wait till 8th Oct'23. Is your app not designed to show slots as per the availability? Who is supposed to contact me and give updates on the issue?

I am so frustrated with this awful service. I am going to make an official complaint on social media and Consumer complaints if I don't receive any positive response with the necessary actions to resolve the issue.

Thanks,

Joseph Gomes
Contact no: [protected]