Hathway / Gujarat Telelink [GTPL] — Customer service is inefficient

Pls note below details of my complaint with GTPL. I have also complained with TRAI & DOT for the worst service.
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I have applied for home GTPL, Ahmedabad broadband internet connection on 6th July, 2016 and was informed that the connection will be provided in next 6-7 days. I have also deposited cash of Rs. 3060 (rs. 2560 for broadband plan of 60 GB for 6 months and Rs. 500 connection charges) to Mr. Kamesh Darji and Mr. Keyur on 6th July, 2016. Receipt no. 289031 is enclosed herewith for reference.

I waited till 15th July, 2016 and thereafter started calling representatives who collected the amount. But they never bothered to pick-up the call and inform customer about the delay in the installation. After 3-4 days constant calls, i would get in touch with Mr. Kamesh on 19th July, 2016. As informed by him, i was promised that the connection will be provided within a day or two. I even lodged online compliant on GTPL portal on 19th July, 2016. Since the connection was not provided in few days, i again started calling the Customer care and representatives who collected the amount. As usual, the representatives did not bothered to pick up and inform the customer and, Customer Centre after repeated calls on one occasion took the receipt no. and other details and informed that the representative will contact you at the earliest.

Again after waiting for few more days, I called the Nodal officer no. [protected] on 26th July, 2016 and briefed him the entire story since 6th July, 2016 and informed him to return back Rs. 3060 if the connection is not provided by today evening. Even he assured that the amount will be refunded. However, till date neither connection is provided nor my money is refunded. GTPL being in service industry is expected to resolve grievances of customers and atleast make a courtesy call after a compliant is lodge with customer care and nodal officer. Till date i have not received any call/ updates from GTPL. It was only the harassed customer who was making calls and follow-up as he has deposited advance and had no option.

I also wish to put on record that on several occasion i tried to call the Appellate Authority, GTPL Gujarat and was shocked to know that the number is out of service. I am taking this matter with the Department of Telecom/ TRIA as this is clear breach of applicable code of conduct on the part of Internet Service Provider.

I am also writing this letter to the Regulator bringing to their notice the deficiency in service and if such operators like you are provided the ISP licence, i don’t think we can realise the dream of “Digital India” envisaged by our Hon’ble Prime Minister, India. Even the basic necessity like Internet is not provided after repeated follow-up and that too in metro areas, i cant even dream when and what kind of services this ISP like GTPL will provide in Rural Areas. Severe actions should be taken against such negligent ISP who harass people.

I once again request you to refund Rs. 3060 within 2 days, failing which i will file a complaint before consumer forum/ appropriate authorities.

Even the Appellate Authority is providing wrong information and facts that the connection is not feasible in my area. I am staying in Block No. G 501 and there are other customers of GTPL in my society in Block No. C who are using GTPL. Further, there is a advertisement of GTPL connection with contact no. of their sales representative in my G Block at Shiva Blessing, Sargasan, Gandhinagar. In spite of all these, the Appellate Authority, GTPL is on record saying that connection is not feasible in the area.

Even if it is accepted that connection is not feasible in the area, you should not send your representative to collect money from the customers where you dont have reach. Secondly, if amount is collected by mistake, this should be informed to customer as the earliest and it should be refunded immediately. Customers should not waste their time in writing this matter to Appellate Authority, GTPL, AP TRAI.

I once again request TRAI/ DOT to take actions against GTPL, Ahmedabad and issue show cause notice. Further, TRAI should also bar ISP from collecting money in the areas where they are not providing services. Money should be collected only after broadband line / Towers are installed and are ready to serve customers. Such provisions should be included in the " TELECOM CONSUMERS COMPLAINT REDRESSAL REGULATIONS, 2012