Airtel — Airtel Broadband connection relocation-not relocating after repeated complaints

Hi Team/Concerned person,

This is a complaint regarding Airtel broadband customer service. Below is an explanation of my experience with them over the course of 4-5 days.

I have shifted to a new location on 1st July. It has been more than a week now that i have raised a relocation request through Airtel customer care and below is my experience.

1st call: Explained to customer care about my relocation to a new apartment within the same society. They took up the details of old and new address and generated a relocation request. they also told me that relocation would be done within 1 day.

2nd call(next day): Got call from technical team who explained that customer care had raised the request under wrong category. They had raised the request as a request for Internal Relocation(Shifting within the same house). They had to close the request informed me that i would have to call the customer care again and raise a new request.

3rd call: Called Customer care again and explained the above issue to them and told them that i need the connection to be relocated as soon as possible. They said that there is already a relocation request open in my name. I explained the issue again to them and they said they will escalate the issue.

4th call: Got call from Technical team saying they had again reopened the incorrect ticket which was raised for internal relocation(shifting connection within premise)

5th call: called customer care and explained the entire issue again from top to bottom.
Customer care agent transferred the call to his supervisor and the supervisor promised that i would get a new connection within 11am the next day.

6th call: I waited till 11 am the next day and told customer care that i do not have a ready active connection as no agent came to my house to do the relocation. Rather, i did not even receive an sms at least with the name and contact of the agent. i was told to wait for 4 hours for the messege.

7th call: I called airtel customer care again at 4, and told them that it has been more than 4 hours and i have not received any details. I was told that there was some backend communication issue. I was transferred to a supervisor again, who promised me that i would have an active connection by the next day by 12 noon the next day.

8th call: i called again at 10 am the next day(today- 9th July 2022) to check where my update was and that i did not get any details of agent coming to my house. I was told that i would get the details ready and a call from the technical agent within the next 4 hours.

9th call: i called customer care again at 2, and told them that 4 hours had passed and i did not get any call from Airtel and i did not get details of agent as well. I was told that within today EOD my connection will get relocated.

It is frustrating as a customer to repeatedly have to explain the same issue again and again to customer care and have the same issues. within this time i have been repeatedly told that the customer care agent is 'escalating' my issue or they will 'highlight it to the concerned team. I have been repeatedly promised a resolution each time i have called. but none of it was productive. I feel i am being led around in circles by airtel customer care. And at the same time, i am being billed for the week i did not use my connection at all.

I hope this complaint will serve as a stern reminder that customers are not at the mercy of customer care service and that Consumer forum complaints are a genuine place where they can complain against such repeated misbehaviour and lies.

Thank you,
Avishek,

Mob; [protected]
Airtel Order ID: [protected]
Airtel Service request: 21-[protected]