Reliance Jio Infocomm — 4g service problem for over 10 days

Address:

Mumbai City, Maharashtra, 400056

I have been facing connectivity issues with my prepaid jio 4g connection for which i have attempted to seek support from the jio technical team almost 6-7 times in the last 10 days.
I have got no helpful response, they have only made excuses and tried to close the complain without giving a solution. I have all communications in written as proof.

Please find the same below:

Sent from my iphone

Begin forwarded message:

From: sonira sheth
Date: 6 november 2017 at 7:02:17 pm ist
To: jio notifications
Subject: re: service request id sr00000ee7cs

Dear jio,

Thank you for your zero support (Mostly technical). Please learnt o sell products that can live upto its performance promise and have a customer care that has valid solutions and sensible conversations.

Don't think we will sit here all day with poor service and even poorer attitudes of you support staff and be okay about it too. Unless the highest level of staff isn't calling me to fix my problem, don't even bother.

I am putting this on record of how poor your service is - please don't expect me to be available to continuously call you guys and beg you to fix your poor service - which also, i have paid for!!!

My continuous effort to communicate my problem and yours to continuously give me worthless excuses instead of fixing the problem: (Fb chat)

Tues 13:09

Sonira
Tired of the extremely poor speed on my jio device since the last 24 hours! Called the helpline several times, the trouble shooting hasn't helped - just wasted my hours. What is the solution to this? None of the supervisors seem to be available. My work has come to a standstill since your service is giving me continued problems. I need a solution asap. Why is there no speed? I tested it with another jio device in the same area, that seems to have no problem - i have 56 gb data balance too. Also had a very long conversation over the helpline with aruna - mr0000dlne89 - her supervisor shivali was not available to take my call i cannot waste so much of my time just getting my internet to work - can you provide a solution or not?
Sonira
My jio no is [protected]
Tues 17:29

Sonira
Anyone care to respond? I was to get a call back from the helpline, that has not happened either.
Jio
Hi sonira, we are sorry to hear that. Request you to share the recent date and time when issue occurred, alternate contact number, result of speed test performed when you faced the issue, issue is with single or multiple websites and the complete address (House name/number, building name, street name, locality, landmark, city and pin code) to assist you - vidhi
Sonira
I am still facing the problem at this point of time - and it has been happening since yesterday morning. It is an issue with multiple websites. My alternate contact no is [protected].
The address is 602, bhanu kunj, n s rd 3, jvpd, mumbai 400056
Have resetted my device a couple of times and done all the steps suggested by the helpline - still no iprovement
Improvement

This is all the test recorded
Sonira
A detailed image for this result can be found here:
http://beta.speedtest.net/result/[protected]
Speedtest by ookla - the global broadband speed test
Test your internet connection bandwidth to locations around the world with this interactive broadband speed test from ookla
Beta. Speedtest.net
Finally working slpwly
Im fed up! Are ul going to repair this?

This is 1% of the promised speed

Need a propmter response
Jio
Hi, please note the sr number sr00000ee7cs pertaining to the issue. We will get this sorted at the earliest – mayur
Thurs 01:38

Sonira
When can i expect a resolution on the same? Still facing issues kindly provide e with a timeline.
Thurs 12:58

Sonira
Hello??
Jio
Hi, we regret the inconvenience caused to you. We have re-opened your request for re-consideration. Our network work team is working on your concern on top priority. You will be soon notified about the update. Please bear with us - nirav
Sat 01:19

Sonira
Should i be expecting any kind of response/improvement or any support from jio?
It's been 6 days now since i've been complaining. Your team is least bothered in resolving my problem. Please don't expect me to beg/request/reach out to you guys 10 times for a service i have prepaid for.
If you have the odasity to charge someone for your service before you give it, then plz have the decency to make sure the person can redeem it too
Sonira
I have my entire communication in written, if by tomorrow i do not receive a solution, and mind you a call just asking me about the status of the problem is not good enough - i need this to be back up and working and i have given you guys enough time and patience for that. Tomorrow i will escalate this complain and you have my word on it. I will wait till 1 pm only.
Sonira
I hope i have made myself extremely clear on this
Sonira

Sat 06:25

Jio
Hi, apologies for the poor experience you had. However, we are in the process of adding coverage to your location in a phased manner. Rest assured, we shall get this sorted at the earliest - sagar
Sat 13:14

Sonira
We have 2 devices at home. The others working just fine - plz give these excuses to someone else
Do u have any other solution or is this it from your end?
Sun 17:27

Sonira
Since there is no response from ur end, il take it as a no. Neither does it seem like you guys are interested. Thank you for your time, il take it from here.
Sun 20:12

Jio
Hi sonira, your disappointment is highly understandable. For a concrete resolution to this issue, please allow us some more time as we are in the process of enhancing coverage at your location, which is expected to be completed at the earliest. Once this is completed then you will be able to enjoy a seamless experience on jio network. We appreciate your patience and co-operation – chinmay
10:56

Sonira
Did u read my point where i said there second device has 'seamless connectivity' already!
And i do not want to give you my patience. That too in a situation w no timelines. You guys are so unprofessional
14:21

Jio
Hi, we tried reaching you but could not connect over the phone. Please share a convenient time & an alternate number - gauri
Seen by jio at 14:21
Sonira
[protected] - you can call me now
16:31

Today i finally received a call from the back up team - instead of trying to help me fix the service, once again they gave me an excuse telling me that my area has a service problem (For the nth time, we have 2 hotspots and one works perfectly great). Ignoring that fact, they told me that we are only here to give you this information that we are working on this problem and it will take 60 days to be fixed. Like really! How can you'll even provide this feedback even as a joke?

Eventually he refused to transfer the line to a senior - technical issues again and when i told him not to hang up on me as i have had no help what so ever - he put me on mute fr the next hour and bullied me - is this what you'll are trying to position yourselves as?

A customer is coming to you with a problem - waiting for 8 days to hear back and all you say is wait another 60 days and we have nothing else for you... Is this what jio can openly say in the media? What kind of service providers are you'll and id this a favour?

Details of todays call - person - nitin - received at 5 pm on 6/11/17 - from [protected] - duration 1 hour and 22 minutes!!! Result - no solution

I will not hesistate sharing this information with the media.

Mr. Mukesh ammbani's team,

Thank you for the great service - received as promised.

Sonira
Hello?

F

From: jio notifications
Sent: tuesday, october 31, 2017 6:42 pm
To: [protected]@hotmail.com
Subject: service request id sr00000ee7cs

Dear customer,

Your service request id is sr00000ee7cs. You will receive a response by 02/11/2017 18:41. To manage your account, click on https://www.jio.com/MyAccount

Thank you,
Team jio