[Resolved]  Tata Communications — No resolution - over a month now

Address:

Ghaziabad, Uttar Pradesh

Photon number - [protected]
First ticket[protected] Created on 14/04/13
Second ticket[protected] created on 07/05/13
It is 42nd day, I have contacted Tata regarding my problem and I am still facing the issue.

Below is the email chain that is going between men and Tata's representatives but they haven't provided any resolution yet. I have been continuously chasing them for resolution for over a month now but haven't got any satisfactory and timely reponse yet. ==============================================
From: Shailesh Srivastava [shailesh.[protected]@tatacommunications.com]
Sent: 23 May 2013 15:32
To: Ritu.Rani.[protected]@tatatel.co.in
Cc: gaurav.[protected]@gmail.com; Gaurav Sharma
Subject: RE: Tata Photon ([protected]) Speed Issue

Hi Ritu,
Please update..

Regards,
Shailesh Srivastava
Asst Manager Sales - Global Enterprise Team
Tata Communications Limited, VSB Bangla Sahib Road, New Delhi-110001, India.
Mobile: [protected] | E-mail: shailesh.[protected]@tatacommunications.com





From: Gaurav Sharma [mailto:Gaurav.[protected]@hcl.com]
Sent: Thursday, May 23, 2013 3:18 PM
To: Ritu.Rani.[protected]@tatatel.co.in; Shailesh Srivastava
Cc: gaurav.[protected]@gmail.com
Subject: RE: Tata Photon ([protected]) Speed Issue

Hi Shailesh,


Any update?


Regards,
Gaurav


Sent from Samsung Mobile



-------- Original message --------
From: Gaurav Sharma <Gaurav.[protected]@hcl.com>
Date:
To: Ritu Rani <Ritu.Rani.[protected]@tatatel.co.in>
Cc: gaurav.[protected]@gmail.com,SHAILESH SRIVASTAVA <SHAILESH.[protected]@TataCommunications.com>
Subject: RE: Tata Photon ([protected]) Speed Issue
Any update??


Regards,
Gaurav Sharma
HCL Tech.
A-9, Sec 3 Noida
________________________________________
From: Gaurav Sharma
Sent: 16 May 2013 18:35
To: Ritu Rani
Cc: gaurav.[protected]@gmail.com; SHAILESH SRIVASTAVA
Subject: RE: Tata Photon ([protected]) Speed Issue
Hi Ritu,


As I have communicated to you several times earlier that on other photon devices at the same premises I am getting good speed so there is no point of installing PPA.

Again, could you please let me know how much "valid usages" percentage of my bundled usage I have consumed yet?

Request you to fix the issue ASAP as its over a month now I am suffering from the issue.


Regards,
Gaurav Sharma
HCL Tech.
A-9, Sec 3 Noida

________________________________________
From: Ritu Rani [Ritu.Rani.[protected]@tatatel.co.in]
Sent: 16 May 2013 18:25
To: Gaurav Sharma
Cc: gaurav.[protected]@gmail.com; SHAILESH SRIVASTAVA
Subject: RE: Tata Photon ([protected]) Speed Issue
Dear Mr. Gaurav,

We would like to inform you that as per revert received from concern team we need to install PPA(Patch Panel Antenna) to get the network issue resolved. We would request you to kindly provide us the permission and appointment to get the PPA installed at your premise


Thanks and Regards
Ritu Rani
IOCR-Enterprise Business Service
Tata TeleServices Limited
A-37 | Sec-60 | Noida| 201301| India
 Phone:[protected] | :Mail-Ritu.Rani.[protected]@tatatel.co.in

From: Gaurav Sharma [mailto:Gaurav.[protected]@hcl.com]
Sent: Thursday, May 16, 2013 5:45 PM
To: Ritu Rani
Cc: gaurav.[protected]@gmail.com; SHAILESH SRIVASTAVA
Subject: RE: Tata Photon ([protected]) Speed Issue

Hi,


Any update?


Regards
Gaurav

Sent from Samsung Mobile



-------- Original message --------
From: Gaurav Sharma <Gaurav.[protected]@hcl.com>
Date:
To: Ritu Rani <Ritu.Rani.[protected]@tatatel.co.in>
Cc: gaurav.[protected]@gmail.com,SHAILESH SRIVASTAVA <SHAILESH.[protected]@TataCommunications.com>
Subject: RE: Tata Photon ([protected]) Speed Issue
Hi Ritu,


Thanks for the quick response.

I do want to consume your services, that's why I chose photon.

However if you carefully go through the email I sent earlier its clearly mentioned that on other photon devices at the same premises I am getting good speed so there is no point of installing PPA (which I am hearing for the first time).

Moreover, could you please let me know how much "valid usages" percentage of my bundled usage I have consumed yet?


Regards,
Gaurav Sharma
HCL Tech.
A-9, Sec 3 Noida

________________________________________
From: Ritu Rani [Ritu.Rani.[protected]@tatatel.co.in]
Sent: 15 May 2013 16:00
To: Gaurav Sharma
Cc: gaurav.[protected]@gmail.com; SHAILESH SRIVASTAVA
Subject: RE: Tata Photon ([protected]) Speed Issue
Dear Mr. Sharma,

This is subsequent to your letter and in continuation to our tele-conversation; we would like to inform you that based on your complaint with regard to network issue, we had forwarded this issue to our network team. On receipt of your complaint, testing was done in your area by the Network team and it was confirmed in the technical test that there was adequate coverage in your area.

We would further like to inform you that we are in the constant process of expanding our network coverage, however kindly note that the signal strength can vary due to several conditions like atmospheric conditions, structural location of a particular premise and topography, affecting the radio waves which also affect the deep indoor coverage in a particular location despite having an adequate coverage in a given area.

After a thorough inspection of the network, our technical team has suggested a Patch Panel Antenna (PPA) installation at your premises that will maximize coverage, optimize reach and deliver best efficiency and clarity. Accordingly installation of the PPA at your premises was arranged but it was not accepted by you as communicated to us by our network team, due to reasons best known to you. Also as informed we would like to reiterate that we are unable to provide any adjustments on your account as there have been valid usages in all your bills.

We sincerely want you to continue with our services and hence have taken special approval to install PPA, which is a costly instrument, at your premises. Accordingly we once again request you to please allow us to install the same. Kindly note that this PPA is a small instrument which require electricity and minor installation work which involves wiring etc and can be installed conveniently at any suitable location in a premise, without causing any structural or otherwise damage to the premise.

Looking forward for a positive response from you.

Thanks and Regards
Ritu Rani
IOCR-Enterprise Business Service
Tata TeleServices Limited
A-37 | Sec-60 | Noida| 201301| India
 Phone:[protected] | :Mail-Ritu.Rani.[protected]@tatatel.co.in

From: Gaurav Sharma [mailto:Gaurav.[protected]@hcl.com]
Sent: Wednesday, May 15, 2013 3:46 PM
To: Ritu Rani
Cc: gaurav.[protected]@gmail.com; SHAILESH SRIVASTAVA
Subject: RE: Tata Photon ([protected]) Speed Issue

Ritu,


I am still not happy with the speed (fluctuating between 0.20 Mbps to 0.50 Mbps).

I don't want any refund from your side, request you to disconnect it and if possible please reply with the confirmation.


Regards,
Gaurav Sharma
HCL Tech.
A-9, Sec 3 Noida
________________________________________
From: Gaurav Sharma
Sent: 04 May 2013 14:27
To: ritu.rani.[protected]@tatatel.co.in
Cc: gaurav.[protected]@gmail.com; shailesh.[protected]@tatacommunications.com; Amandeep Arora
Subject: Tata Photon ([protected]) Speed Issue
Dear Ritu,


Three weeks back I purchased a new Tata photon connection ([protected]) from one of your representative Kumar Kant at our premises HCL A9, Sec 3 Noida.

But I am pretty dissatisfied with the speed of the device. I raised a ticket with you[protected]. I was asked to check my speed at speedtest.net (which according to you guys is an Indian government's website to check ISP's speed) which was 0.26 Mbps that time. And later the ticket was closed, you guys told me that this speed is within our acceptable threshold speed limit and we are helpless in this scenario. I was shocked to see this kind of resolution as 3 years back Sify broadband guys used to troubleshoot my issue in case I was getting speed below than 0.3 Mbps.

However, yesterday when one of my friend visited my place, he had a tata photon with him (purchased two years back) so I was curious to check the speed of the device and actually I got 1 Mbps speed on his device. It’s been more than 20 days now and I haven’t used more than 100 MB (actually I am not able to). So, I want to ask you that

• Why didn’t anybody thought of the fact that it could be an issue with the device itself?
• Why you guys are so desperate to close customer's speed issue tickets in case they are getting a ridiculous speed of 0.25 Mbps when there could exist more possibilities too?
• Where this statement has been documented that 0.25 Mpbs is the kind of optimum speed that you can provide?
• How you guys justify your photon tagline "Get SpeedGet time" with this kind of speed?

Moreover I was told by your engineer who was supposed to visit my place (in case speed was 0.24 Mbps or less) that "Sir bekar le liya aapne ye photon kuch speed nai aati isme. Jyada halla machaoge to networking team ek temporary fix kardegi aur baad mein speed wahin ki wahin aajaegi. Airtel ya vodafone 3G le lete to sahi rehta". So what do you think, how a customer would have been feeling who just have spent Rs 2000 on TATA's trust and gets this response?

Finally I would like to request you to revert only if you have an "actual" and a "permanent" fix for this or you can refund my money.

And if not please disconnect my connection and I don’t want any calls or sms regarding the confirmation for the disconnection.

@Amandeep - Could you please review it?


Regards,
Gaurav Sharma
HCL Tech.
A-9, Sec 3 Noida
===========================================