[Resolved]  Airtel — Fixed Line / Broadband

Address:	Chennai, Tamil Nadu, 600085
Website:	www.airtel.in

I raised a request on 16-Dec to shift my FIXED LINE services

[protected] For shifting my fixed line to my new address - (both the houses are in same locality and two streets away - KOTTURPURAM)

Number:[protected]

I was assured that my request will be resolved max in 5 working days as per Airtel's SLA to shift fixed line.

However, the same was not done until 21-Dec. Since then, I have been calling airtel customer care at least twice a day (more than 10 calls till now). Every time they put on HOLD for no reason and make me wait for 10-15 mins.

I was told due to cyclone VARDAH the service requests are getting delayed and will be rectified in 2 days i.e. by 23-Dec. I waited and again called. Every time I was given 2 or 3 days as reason. Airtel is smart that for every call they create a new service request (they created a new one 76894926 when they clearly knew a previous request is not fulfilled).

On 26-Dec they assured my case will be resolved by EOD 26-Dec, but again no solution. the same day, I spoke to Prashant from escalation team who assured to speak to the area engineer and get back immediately. I received a call from tel:[protected] and a lady employee spoke who quoted she is from Escalation team and that she needs 2 days to fully serve my request. She confirmed my case will be resolved by 28-Dec EOD and that she will give me a call around evening 7PM to confirm if my case is resolved or not.

To no surprise, no one from Airtel called me to serve my request. Neither did the lady employee / Prashant from escalation team called me.

On 28-Dec EOD, i wrote an email to Airtel to discontinue my services. I got a call on 29-Dec stating the receipt of my email and that they wanted me to talk to the escalation team. Fed up of my experience with customer care and having 0% confidence that they will help me understand the reason for delay, I started explaining my concern to the customer care rep who immediately hanged the call. See the attitude.
Immediately I am getting an sms / email that my cancellation request is taken and that it will be processed in 7 working days. See the spirit of Airtel:

1. I raised a request for shifting my connection - IT WAS NOT SERVED till date. Airtel had nil customer service / commitment to call the customer and let them know the reason for delay. They did not do that.

2. Every instance, I had to call them and know the reason for the delay. They give VARDAH cyclone as the reason for delay. I also explained them that the condition in Kotturpuram area wa back to normal in 2 days and that my fixedline was working very well in my OLD location.

3. LOT of deadlines missed and Airtel seems clueless why the area representatives are delaying my request. Pathetic management.

4. Shifting lines - How much time it will take. Max 2-3 hours and not more. Even this Airtel cannot manage / provide a solution to customer.

5. TILL DATE I DO NOT KNOW THE REASON why my request was not fulfilled. Airtel escalation team too did not explain me the reason. The moment I asked them to cancel my connection, they instantly accepted and cancelled.

6. AIRTEL thinks they are the leaders and no one can shake them. Clearly AIRTEL is going to lose all its customers if they do not treat customer's better.

I have shared my BITTER experience in all SOCIAL media and here. Have personally told my friends who are all in very high positions in IT industry to move away from Airtel. See the difference this is going to make.

AIRTEL is doing pathetic customer service and it is going to lose its position to ACT all other players.