[Resolved]  Reliance Broadband — Service Interruption & Billing Issues

Address:

Gurgaon, Haryana

STAY AWAY FROM RELIANCE BROADBAND !!!!!!

My reliance broadband / phone connection has been down for several weeks starting from April 1st 2011. Everytime I register a complaint, they promptly close it the very next day without solving the issue or contacting me and I was made to create a new complaint each time. After almost a month of complaining, they replaced my ADA. My internet works now (when there is no power outage) but phone still goes dead for hours every day. They also have a problem with a battery in a distribution box and as a result, phone and internet go down every time there is a power outage in my area eventhough I have power backup at home.
I've been complaining of:
1. dead phone
2. interrupted internet (series of complaints, latest:[protected]
3. monthly postpaid connection fee waiver (complaint number:[protected] as I didn't have service for weeks, for several weeks now.
Their billing department contacted me saying they won't give a waiver as the problem was addressed in a day's time each time I complained (they are referring to the complaint getting closed on their end the very next day each time)

Their nodal officer (delhi) doesn't answer calls and doesn't respond to e-mails. See the mail chain below:


From: XXXXXX <[protected]@yahoo.com>
To: "Rcomnodalofficer.[protected]@relianceada.com" <Rcomnodalofficer.[protected]@relianceada.com>
Cc: "[protected]@relianceada.com" <[protected]@relianceada.com>
Sent: Friday, May 13, 2011 8:12 PM
Subject: Re: [RED FLAG] : 3rd TRY - No service since 5th April, 2011!!


From: XXXXX <[protected]@yahoo.com>
To: "Rcomnodalofficer.[protected]@relianceada.com" <Rcomnodalofficer.[protected]@relianceada.com>
Cc: "[protected]@relianceada.com" <[protected]@relianceada.com>
Sent: Tuesday, May 10, 2011 1:15 PM
Subject: Re: [RED FLAG] : No service since 5th April, 2011!!

Your support staff came and replaced ADA @ my residence and my phone worked for a few hours and is again dead!
Internet still goes down whenever there is a power outage. I created a ticket
[protected] for 'waiver of monthly fee' as my phone and internet have been down for most part of April and still in May. Someone from your billing department calls me and tells me that it won't be waived as every complaint has been addressed timely.
If I don't get a response to this from Nodal Office in 24 hours time, I will take this case to consumer court and I can prove that my phone is still down.


From: XXXXX <[protected]@yahoo.com>
To: "Rcomnodalofficer.[protected]@relianceada.com" <Rcomnodalofficer.[protected]@relianceada.com>
Cc: "[protected]@relianceada.com" <[protected]@relianceada.com>
Sent: Wednesday, May 4, 2011 7:13 PM
Subject: Re: [RED FLAG] : No service since 5th April, 2011

Tried Delhi Nodal Officer number for almost 2 hours in the afternoon.. nobody even picks up that phone!

From: XXXXX <[protected]@yahoo.com>
To: "Rcomnodalofficer.[protected]@relianceada.com" <Rcomnodalofficer.[protected]@relianceada.com>
Cc: "[protected]@relianceada.com" <[protected]@relianceada.com>
Sent: Wednesday, May 4, 2011 3:20 PM
Subject: Fw: [RED FLAG] : No service since 5th April, 2011

No response on e-mail and when I followed up on phone learnt that it's now being handled by Delhi Nodal Officer !!!
(While it was actually your customer care who referred me to Haryana Nodal Officer???) Hope the buck stops here.

Request at least an interim response if someone is looking into this and by when the issue will be solved.

Latest complaint number (one in a million I got created since 5th April) for your ready reference:[protected]

- xxxxxx

----- Forwarded Message -----
From: xxxxxx <[protected]@yahoo.com>
To: "Rcomnodalofficer.[protected]@relianceada.com" <Rcomnodalofficer.[protected]@relianceada.com>
Cc: "[protected]@relianceada.com" <[protected]@relianceada.com>
Sent: Tuesday, May 3, 2011 10:51 PM
Subject: Re: [RED FLAG] : No service since 5th April, 2011

I would appreciate a response.

Best regards,
XXXXXX

From: XXXXX <[protected]@yahoo.com>
To: "Rcomnodalofficer.[protected]@relianceada.com" <Rcomnodalofficer.[protected]@relianceada.com>
Sent: Monday, May 2, 2011 3:01 PM
Subject: [RED FLAG] : No service since 5th April, 2011

My Reliance landline phone[protected]xxxx) and Internet are completely down. I have been complaining since 5th April, 2011 and I find it hard to believe that my complaints are CLOSED the very next day without solving the issue. Your support staff do not see the need to even talk to me or SMS me to find out if the problem is indeed solved. In fact, your customer support team showed more interest in providing me the details as to how to close my Reliance subscription than in solving the actual issue (I believe the message is clear)

Most recent complaint number is:[protected]
You can check the record and clearly see I've been complaining for almost a month now (since 5th April 2011)!

I request prompt response to the following questions:

1. When will the services be restored (please give date and time)?

2. I was originally told a battery had to be replaced in the EDP serving our area. Later I was told the battery was replaced but got stolen. Does it mean it will take another 1 month to get a new battery?

3. Finally, since I had complete phone outage and initially partial and then complete Internet outage for major part of April month, I believe I need not pay my monthly rental in full. What is the amount that I need to pay now?

I am not looking for courtesy responses. Request you to respond to the above questions objectively.

Best regards,
XXXXX