[Resolved]  Airtel Broadband Services — Change in Tariff plan without consent

Address:

Faridabad, Haryana

My name is Rohit and this is in regards to my service request nos. 11664922 and 12105122 against my broadband no.[protected]. I have been using airtel 649 p/m rental broadband plan and in the first week of Feb, I received a letter stating my plan is revised to a 749 p/m rental. FYI - {649 p/m rentals include 10 GB high speed data limit with 512 kbps and rest 256 kbps unlimited} {749 rental include 10Gb high speed data limit with 2mbps speed rest 256 kbps with few calling benefits}

Feb 14 - I have placed a request (no.[protected], that 749 p/m rental plan does not suits me and it has been changed without my consent. Also I do not need those free calling time & high speed. I placed a request to change my plan back to original 649 p/m rental, executive said that plan is not available at present however i can place a request for our billing department to get a suitable plan for you or change it to old one. I was advised by him that I will get a resolution before 22 Feb.

Feb 20 - I called airtel customer care support to check on my request, the executive said he doesn't show anything worked on the request as of now and the status of request is still open. he also stated that billing/payment deptt will get in touch with me on or before 22 Feb. I told him to place an additional request with it that I do need a resolution on 22 feb as my billing cycle starts from 23 of every month and in case I do not get a suitable plan, I would like to discontinue airtel services, in no situation I will be continuing with 749 p/m rental. He assured me for a resolution on/before 22 Feb.

Feb 22 - I never received any call or resolution in any form from airtel.

Feb 24 - Hardik form airtel called and advised me that 649 pm rental plan has been discontinued by airtel. I asked a resolution from him and he came up with a 599 pm rental plan with high speed data limit of 10GB at 2 mbps and rest 256 kbks unlimited, no calling benefits. I reiterated this whole plan atleast three times may be more on that call with Hardik and he confirmed same and said I have placed a request for same and you will be receiving a call from airtel for plan confirmation. I told him to go ahead with the request.

Feb 25 - Rinku from airtel called and wanted a confirmation for 599 rental plan. I asked her the details she said high speed data limit will be 5 GB with 2 mbps speed. I told her that i have been advised by Hardik for a 10 GB high speed data limit, she said she does not have any plans of 599 with 10 gb data limit. When I questioned her about hardik information she advised me to get in touch with complaints department and could not be very helpful.

*****I wrote above email to nodal.[protected]@airtel.in, [protected]@airtel.in on 25 Feb 12******

***** See below email string, airtel contacted me to change my plan to a stupid 649 retention plan which I never requested**** starts here

Hi,

I HAVE NOT REQUESTED FOR A 649 RENTAL PLAN WITH ATTACHED DETAILS. DO NOT activate this plan on my broadband. I want my old 649 rental plan with 10 GB of high speed data usage at 512 kbps and rest unlimited at 256 kbps.

I can not write the same thing over and over again. I have been charged for 749 rental plan for Feb, whereas my plan was changed by airtel without my consent and I have registered a complaint against same. Read email string below.

Find me solution for this or otherwise discontinue my services.

Regards,
Rohit Dhiman




[protected][protected][protected][protected]
From: nodal.[protected]@in.airtel.com
To: r.[protected]@hotmail.com
Date: Tue, 28 Feb 2012 13:03:32 +0530
Subject: Re: COMMPLAINTS REGARDING AIRTEL BROADBAND NO.[protected] [|BAL|Qrc[protected]|]


Dear Mr. Dhiman,

Ref: Email dated 27-February-2012, you have expressed concern regarding the plan details for your airtel account number 13857471.

Thank you for writing to airtel and giving us an opportunity to assist you.

We would like to inform that as per your request, plan details are attached with this mail.

We hope that this response has addressed your query suitably.

We regret the inconvenience caused to you in this regard.

Please do write in for any further assistance.

Warm Regards,

Shashank Sharma
Nodal Office
Bharti airtel limited



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[protected]Original Message[protected]
From: r.[protected]@hotmail.com
To: nodal.[protected]@in.airtel.com
Cc:
Sent: 27/02/2012 04:10:58 PM
Subject: RE: COMMPLAINTS REGARDING AIRTEL BROADBAND NO.[protected] [|BAL|Qrc[protected]|]

Hi Rajat,

Can you please provide me the detailed features which are covered in 649
Special Retention DSL, as the person which called me today i.e. Monday 27
Feb'12 did not gave me the details. Because I need my old 649 rental plan which
was active before I was migrated to 749 rental plan. 649 rental plan included
10 GB of high speed data limit with 512 kbps and 256 kbps unlimited internet
usage.

Also explain when I have specified on my call on 14 and 21 Feb that I do not
need 749 rental plan; why would my new plan would be effective from next
billing cycle?

Does it takes 2-3 billing cycle to get back to your original plan when it has
been migrated without your consent. A quick response is much appreciated.

Thanks and Regards,
Rohit Dhiman


From: nodal.[protected]@in.airtel.com
To: r.[protected]@hotmail.com
Date: Mon, 27 Feb 2012 12:21:13 +0530
Subject: Re: COMMPLAINTS REGARDING AIRTEL BROADBAND NO.[protected]
[|BAL|Qrc[protected]|]



Dear Mr. Dhiman,



Ref: Email dated 25-February-2012, you have expressed concern regarding the
bill plan change from 749 (2Mbps/256Kbps) UL plan to 649 Special Retention DSL
Plan for your airtel landline number [protected]

Thank you for writing to airtel and giving us an opportunity to assist you.

We would like to inform that your request regarding the plan migration has been
registered vide reference number 12232294.
Please note that the plan migration will be effective from the next billing
cycle.
Please do write in for any further assistance.

Warm Regards,

Rajat Bhardwaj
Nodal Office
Bharti airtel limited

*****These are the emails that I wrote to get a suitable plan****** I again wrote an email to find a resolution on 20 Mar

From: r.[protected]@hotmail.com
To: nodal.[protected]@in.airtel.com
Cc:
Sent: 20/03/2012 08:22:40 PM
Subject: FW: COMMPLAINTS REGARDING AIRTEL BROADBAND NO.[protected] [|BAL|Qrc[protected]|]

Can I expect a solution for below problem, See email string below. Its been
quite a while for me seeking it.

Rohit Dhiman

****email string as above****
*******Priyanka from airtel called and advised me that 649 rental plan is not available and currently I have 749 rental plan activated. and wrote below mail.

Dear Mr. Dhiman,
Ref: Email dated 20-March-2012, you have expressed your concern regarding the plan migration for your airtel fixed-line number [protected].


Thank you for writing to airtel and giving us the opportunity to assist you.

As informed over phone, we would like to inform you that your existing plan Special Retention Rs 649/- is being discontinued with effect from 23-January-2012 since it provides a speed less than 2Mbps. As part of our endeavor to offer superior internet experience, airtel has set 2Mbps as the minimum speed for broadband services.

Further, we regret to inform you that we are unable to process your request regarding the plan migration to 649/- rental plan as the same is not available.

Consequently, airtel has offered to migrate you to a special plan with monthly rental lower than the existing airtel acquisitions plans. Please refer to the airtel website www.airtel.in to select from a wide range of plans in case you are not satisfied with the plan being offered.

Please accept our sincere apologies for the inconvenience you might have faced.

We hope that we have been able to assist you suitably.
Please do write in for any further assistance.

Warm Regards,
Priyanka Sharma
Nodal Office
Bharti airtel limited



*******Again I am still stuck with a 649 retention plan which I never opted for and very tired of writing these emails and calling Airtel. Every time I call i had to reiterate the whole story to a new person and has been more than one month seeking a solution.

Request you to help me highlight the ill function-ability of airtel people and being misleading to their customers.

Thanks & Regards,
Rohit Dhiman