Had taken 150mbps Annual Plan paying Rs.11, 328 in Oct 2020 cosnisdering work from home and pandemic situation with senior citizen parents at home as well. Complaints raised for slow speed, frequent drops and stuck connection were raised starting Dec 2020 but were being closed unilaterally w/o action or information...finally resolved in Sep2021 by changing router which we had discussed in Jan 2021. Asked for a reasonable 6mth extension or 50% refund, considering proper service was available only for 2-3 months while had paid for 12 months & all the hassle I endured re time and office work.
Frequent followups, no response and finally rejection of request when escalated, with no reason provided in spite of requesting specifically.
Details with timeline in below Sep21 email with some screenshots btwn Dec20 & Sep21 attached (many more sent to them over that 10mth period) :
Sep 2021 email:
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Same story with the ticket being closed again in June without resolving the issue outstanding since December 2020...it is Sept 2021 now. 9 months of evading the issue having taking Rs.10000 from me for the annual subscription which was supposed to be an upgrade!
Your technician Sumeet mentioned on 14th June visit that he'd return in 2days to fix the problem, possibly replacing the router. Having told him he said the same thing last time in Dec/Jan and never turned up and I have been suffering a bad connection in spite of taking a hi-speed package upgrade of 150mb (when my previous connection of 50mb with you worked fine entire 18mths before upgrade), he assured me with his email id having provided the sms earlier for problems occurring before he returned.
Sent him a text on 17June2021 to remind him that 2 days had passed - no response! Attached screenshot with below extract.
'Hi, still waiting for you to come over to resolve the issue. Sent you another screenshot 2 days back on your email id - no response'
Then sent 2 emails to the id he provided on 15 and 21Jun with screenshots of the buffering and connection drops but No Response!!! Can send these to you if required. Attached screenshot.
'Hi, you mentioned you are coming back in 2 days to resolve this. It is 1 week now.
Attached a few more screenshots from yesterday and day before'
I have been very patient even though it has been impacting my work due to frequent connection drops. Similarly, during this time when my senior citizen parents are home, frequent buffering and blurred pictures on my smart TV due to poor connection.
1. Need this to be fixed and resolved by tomorrow and 50% of my annual subscription to be refunded for all the time lost over 9months without you fixing the issue!
2. If not fixed, then 100% return of my annual subscription due to this poor service as am being cheated by providing a really bad connection and no one to address the issue over last 9months inspite of repeated chasers via phone tickets, app tickets, sms and emails squeezed within my already busy schedule.
This is my last follow up on this before I escalate to the appellate and consumer forum for refund of my money - horrendous service and product after a good experience the 1st time around btwn Mar19-Oct20.
Pls respond promptly. Some more recent issue screenshots attached as well.
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