Airtel — Broadband Service not working for weeks

Address:

Bangalore, Karnataka

Hi

I am using Airtel's Broadband Service for a few years now and i haven't had any issues until now. Recently, the internet connection does not work. After my initial investigation (based on the nature of work i am into myself - network administrator) noticed that the ADSL router provided by Airtel did not receive any link and as a result of which the internet doesnt work.

I have also found a work-around myself - The phone (landline) provided by Airtel needs to be active and the link becomes active; but only for a 15-30minutes before it disconnects again. Each time, i will need to pick the handset call my mobile, hang up to get the internet to work.

I called Airtel and registered a complaint to get it fixed on 13th Nov, 2012 (Complaint Number[protected]. A Airtel engineer visited my residence to troubleshoot/fix the issue and told that he will need to take a look at things in the backend system and will revert to me. Allowed him to do what he thinks was best to solve the problem.

A couple weeks passed by and issue persisted, assuming this is still getting fixed from the backend. Moreover, I didnt hear more from Airtel about the fix.

On Dec5th, i got a inquiry call from Airtel asking me if internet is working fine as the complaint is closed on 22nd Nov. I was never aware that the issue was closed at Airtel; when the issue still persists. So, i had a new complaint registered (Complaint Number[protected]

Next day, the same Airtel engineer visited my residence telling me that i have to pay for a new ADSL router to get it fixed and wont be working on my issue. When i didnt agree to pay, he says - "You don't have a choice, you have to pay. Else i will close this complaint. If i have any questions, should direct it to Customer Service team @ 121".. He walked away..

Called Customer Service team right away and was told that "The processes have changed and you have to talk to you ADSL Router Vendor to get it fixed. Airtel cannot do anything". Well, my questions weren't answered, those are:-

1) When i bought the Airtel Broadband Service, i was told that i need to pay rental for the ADSL router they give or buy it from them to get the support. I cannot buy a device of my choice. So, i gave up and went with the options they had to push. I was given a Beetel 220BXI ADSL Router.
My question is - Why was I pushed to buy the Airtel's product without having a choice to get my own?

2) Go to Beetel for help; not airtel.
My question is - This isnt a product i purchased; it was given to me by Airtel. So, Beetel is Airtel's vendor and not mine. So, why am i being directed to Beetel? Airtel needs to find a way to address this issue and not push me pillar to post to address this problem.

3) I was told - The processes have changed from the time you bought the connection.
My question is - Why wasn't this communicated to me? Did Airtel get my consent before changing processes? if so, where is the documentation for that?

4) Customer Service later told me - Sir, we will give you a rebate of 50%, please buy a new ADSL Router from us; which is again a BEETEL router.
My question is -
a) When it comes to selling me a new router, they still have to offer Beetel; which becomes a esteem vendor during sales. But, why is Airtel fixing the current faulty / cheap quality product?
b) I'm still told that you will need to buy only what we have to offer. No other product (Router) will be supported and no internet service will be provided if you move on to another company's router.

To add to all of this, the airtel guy who came to my residence - calls me at odd hours of day and night and tells me i am coming right now to your residence in 5mins; better be available. I rush from office back home to realize he never turned up. When i call him back, he never picks the call.

As on date, the issue is - internet does not work and Airtel is not willing to fix.

In short, when i go to a hotel, order a coffee and when the coffee tastes bad. Does the hotel tell me - go and contact the coffee manufacturer to get a better taste????

This is simply outrageous. i want to drag Airtel to consumer court? Kindly please let me know about the process and i will consult a lawyer and takes this forward.


Chirag
[protected]