Airtel Broadband — Airtel Broadband Wifi Not working properly

Address:

East Delhi, Delhi

I have a problem with the service levels of Airtel Broadband team. They are extremely incapable, they make false commitments and their technical staff which visited our place is extremely rude.

My Wi-fi has not been working properly since 29th May and today is the 10 day since I made the initial complaint to Airtel customer care.

Since then I have spent more than a total of 3 hours on phone with the Airtel customer care teams and their Nodal helpdesk teams from Delhi, wherein they have given false commitments about how soon a technical visit would be arranged to my place or how soon my problem will be resolved.

Each time you call their customer care or ask to speak to a supervisor or call their nodal helpdesk, you are routed to a different person. Therefore if you make calls to each of the above mentioned continuously for 3 days or more like I have, you would have spoken to 9-10 different people.

Add to this the different people who call you back regarding your complaint and the different tech representatives, so you have 15-16 people you have to deal with to get yourself heard.

The first tech representative who visited our place called us up and we fixed a time and date for the next day for his visit and he confirmed the same. He then submitted feedback to his customer care department that I, the customer was not contactable and then failed to show up the next day.

After my complaint, he finally showed up after 2 days and was unable to resolve our problem.

Another 3-4 days or followup with Airtel resulted in another technical visit by another rude tech representative, who claimed that my modem (provided by airtel barely 3 months back) was faulty and said it needed to be changed. He went to get a replacement but did not come back and refused to answer phone calls the same day.

When he did return the next day, he replaced my modem with an older used one. Although the internet wifi started working then, it stopped working once again a couple of hours after he left.

After that at times it would start working for a few minutes or an hour and then stop again.

This resulted in another 2 days of followup calls from my end to airtel, after which the same executive came back. Since the internet was working while he was visiting, he refused to believe that it goes off from time to time.

As far as he was concerned, it was working during his visit and we were lying about the internet not working throughout the day.

A subsequent call to the nodal desk once again yielded no result, because the nodal desk executive refused to have out problem checked out. She also refused to beleive that the internet stops working for hours together. As far as they were concerned , it was working for the few minutes while their executive was at our premises, so their responsibility ended there.

I dont know what to do about this pathetic service level as there are multiple points of contact within airtel and noone has any accountability.