[Resolved]  Airtel Broadband Connection — Customer Harassment and Irresponsible

Address:

Gautam Buddha Nagar, Uttar Pradesh

Hi,
We took Broadband Wifi connection from Airtel in May 2012. We got the connection transferred to a new address i.e. to Noida Sector 47, our new apartment. Since then the Internet connection has been working intermittently. Sometimes its slow, sometimes it doesnt get connected etc. We told this to Airtel engineer who transferred our connection and he said he will send another engineer to look into the issue. No one came, then we reached Airtel customer care multiple times and the customer care said that there is an issue from Airtel network side and it will be taken care of in 48 hours. It worked after 48 hours but again after a few days the issue started coming. Then again we called Airtel customer care multiple times and every time they assured it will work in some more time but it didnt. FInally we logged a complaint at the customer care and said we want some engineer to visit and rectify the whole issue for once and all, Airtel did not send any engineer even after assuring us. Then we again called them multiple times but no response, and then finally we went to Airtel office in Sector 25 Noida and told the issue and they logged a complaint number 31368648 in 13th April and finally the engineer visited on 14th April and said that the Modem is faulty and it needs replacement. He also said that the modem has just passed 1 year of warranty period (9th May) and hence we as customer have to do the replacement. We were not happy with this resolution because there was a huge delay from Airtel side in telling us that modem is faulty. So, we logged another complaint on 14th April[protected]. Again nothing happened, then we logged another complaint on 23rd Aril[protected]. After that we started receiving various calls from Airtel asking us the problem and every time these guys said that they will send some engineer to replace our modem, sometime they said they will replace the modem with an old one, sometime they said they wont replace the modem, BUT to cut it short, no engineer ever visited and no one resolved our issue. We kept on following up and we raised this issue to the Nodal team hoping that they will resolve the issue but again Nodal team did nothing. Then we approached the Appellate team hoping at least they will listen and do something, they did raise another complaint[protected] but again did nothing. Last update is that Appellate team member logged this complaint and said that she will send an engineer to double check the modem, an engineer called us from [protected] on 8th May noon and said he will visit on 9th. We told him to visit before 10 AM as we have to leave for office and he agreed and said he will definitely visit before 10 AM and give us call before visting. Again as expected, no one called us and no one visited on 9th April.
Airtel service center, nodal team, Appellate team has been playing games with us and making us roam in circles since more than 4 months and every time we call them they ask us to describe the whole issue again and again and they also do not send us the reference number for complaints. We are totally helpless and do not know what to do next. We have been paying Airtel bills on time for every month irrespective of these issues.
Any help is greatly appreciated. Many thanks.