[Resolved]  Airtel — Broadband - Change of plan request open from Dec 7th,2016

Address:	600010
Website:	Airtel

Airtel Landline :[protected]
Registered Under : PK Sankar

I have been using Airtel broadband for over 5 yrs now. Due to fluctuation in the wifi signal, it was suggested by an Airtel representative to update my existing plan to the V-Fiber technology with modem change.

The first request for this new plan was raised on Dec 7, 2016. I was promised the activation in 3 working days.

A week later I had to call airtel customer care to check on the status and they bluntly said that due to Vardha cyclone, the airtel technicians are held up and my request will be resolved in 48hrs.

Another week goes by and still no update from airtel. I had to call customer service again to check and they repeated the same promise of resolving it in another 48 hrs.

On Dec 24th, 2016, when i again called the customer support (as i had not received any update from airtel), they said that all request raised between Dec5th to Dec 22nd were auto closed due to some technical failure in the backend. The representative said that my request will be taken as a new one and processed by Dec 31st.

Another 15 days goes by and no updates. Our internet has become very slow and on checking our account it came to light that the existing plan of 95GB has been reduced to 20GB without any prior notice or information.
On calling again on Jan 10th, 2017, the Representative said that the order is being processed and its in the final stages and they are facing internet failure. However they did not know why the existing plan has been altered. Again as a standard reply, they said my issue will be resolved by 48hrs and that i will get a call to update on the status.
After the promised 48hrs, frustrated, i went directly to Airtel showroom in the city to spoke to them and they said they will drop an email to the concerned team and will be resolved by 17th Jan.

Till now there has been no response or any improved and i called the customer care who this time told me a new story that my account has been refreshed and that everything has been setup from scratch thats why the issue. I do not understand why this was done or what is happening in the background.

I am completely dissatisfied with the response i get and with Airtel as a whole. Following are the question i want answered

1. Why were we not informed about the status of the request unless and until we call and check on it.
2. Why werent we informed if all request between Dec 5th to Dec 22 were auto closed.
3. Why was our existing plan changed to 20GB without any prior notice.
4. How do you expect us to pay the bill this month when we are due 95GB ?
5. Will our existing plan be restored ?
6. Will airtel be willing to take up the new plan requested ?
7. I received mixed views from different airtel customer care representatives that V-Fiber is not available in my location. Then why was this originally proposed ?

I would like all these questions answered ASAP