[Resolved]  Airtel — Going Back on Promise - IPTV Plan 999

Address:

South Delhi, Delhi

Airtel – IPTV 999 Plan

Airtel (Emails) Ref No: 4287356, STD Code: 011
In Jan 2011, I subscribed Airtel's Magic 999 Unlimited 512 kbps Plan (Rental Rs 999 pm). First, I underwent harrowing experience getting it installed, taking leave on the appointed day without result and dealing with semi-literate so-called managers of Airtel. The installation staff, however, was reasonably good.
Anyway, on prompting by their marketing telecallers team, I agreed to try the higher 1099 Unlimited 2 MBPS Plan (Rental Rs 1099 pm) on their assurance that I could revert to the 999 Plan any time later. On my request, they confirmed, vide their email dated 19 September 2011, to resume the 999 Plan from 11 October 2011 and also informed the Plan details.
When I found that the 999 Plan had not been resumed, I reminded them vide my email dated 16 October 2011 and many times later. Their Customer Care executives (again some semi-literate types) would inform that the Plan 999 had been withdrawn, with a stock reply without caring to read the contents of my mails. I have since taken up the matter with their nodal and then appellate authorities. They also have the same stock reply. The relevant excerpts from their two mails are given below:
1. Airtel’s email dated 19 Sept 2011:
"We understand that you have requested for change of bill plan from 1099 2 Mbps and 256 kbps IPTV Plan to Magic 999, UNLIMITED 512 KBPS PLAN, for your airtel account.
The request has been registered with us with the reference number 4287356 and the same will be effective from next bill cycle date[protected].
2. Airtel’s email dated 25 November 2011:
"As per telephonic conversation, we regret to inform you that, as per reference number 4287356, the 999 IPTV plan has been already withdrawn in the month of September 2011 available."
In fact, it is a lie that Airtel have withdrawn the 999 Plan, as it has been still working in case of another connection taken by us simultaneously. I was informed of the resumption of this Plan in September itself. They should have therefore resumed it in my case.
They must be raking in millions by trapping the helpless customers, first in lower tariff plan and just a few months later, prompting them for higher tariff plan with option to go back to the earlier Plan. If Airtel can telephone the customers individually for joining a different Plan, they should as well telephone at least the converted customers, who had fallen for that Plan, informing about withdrawal of the original Plan, especially when they had promised for any time switching back.
I therefore request Airtel to care for their image and honour their commitment.
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