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The above seems just to a be a fake statement from Airtel . With our own small experience, we have come to this conclusion. We had requested for an Airtel extreme Fiber with a speed of 100Mbps(799 Plan)Broadband Connection. The sales person approached us and informed us that currently there is no Fiber connectivity available in our area. He convinced us that once there is Fiber connectivity available in our area he would get it changed without any cost involved and without us raising any request. So initially, he gave us 16 Mbps copper connection. Three months back they have laid the Fiber connection to our area and installed the Fiber pole just opposite to our apartment. They have initiated Fiber connectivity to other people in the area including our apartment. We then waited for atleast 2 months thinking that Airtel people would approach us and get the upgradation done. However when no body turned up, we finally raised a request for plan change through Airtel Thanks App. The engineers visited our place in the month of Oct. They laid the cable and fixed the Fiber modem too. During the installation, then engineer had a conversation with the back end guy named Mallikarjun and they started fighting and the back end guy was asking why the cable was laid as it was an existing connection and not a new one(we also purchased a new connection but since they did not have the Fiber connectivity, we were given the copper connectivity and they ensured it would be changed to Fiber connectivity) . Hence they left saying that it was late and that they would come the next day to fix the connection. Since then we have not seen the engineers. We have contacted the customer care atleast 20 times and these guys so many times. However they have not reverted with any solution. Everytime we made a call, they said that there was a technical issue. When we enquired about the technical issue, none of them knew what the issue was. This has been happening from the last 15 days. We had raise a request on 6th of Nov and from then we have been chasing the guys. To name a few people we contacted include Santosh, Mallikarjun, Sunil, Anand. We also have their contact numbers.We kept calling them, however they did not respond. They did not pick our calls and if by mistake they picked up, they said it would be sorted within 2 hours. We have been waiting everyday. None of the ARTEL representative called us neither did they have a solution to our query. We were the ones who kept calling them since it was our requirement. It actually seemed that they were least bothered with our problems. Being an AIRTEL customer we now feel very insulted. This is not just with one customer. We are sure if this is happening with us, there would be so many customers facing the same issue. The Engineers did not have the responsibility at all and did not have any solution to our problem. Also we feel that there is no escalation matrix in place in Airtel as no one called up asking what was the issue even though we had escalated it so many times.
We are not getting this service free of cost and we are paying a good amount for this service. There are so many service providers in the market. But we chose you trusting you guys. But we think that was our biggest mistake. We should have done a thorough study about you guys and then should have opted for your service.
Last but not the least, we would like to now opt for discontinuing the service as we are not getting the services that were promised to us initially.
Request you to please let us know the procedure in advance.
We would never recommend any one else to opt for your service and that’s for sure.
When you cannot render the services, request you not to boast about it.
Airtel customer support has been notified about the posted complaint.
