Airtel — Formal complaint regarding prolonged internet service outage and inadequate customer support

Dear Sir/Madam,

I am writing to register a formal complaint against Airtel regarding the ongoing internet service outage that has persisted for the past 13 days. Despite my numerous attempts to seek assistance through your customer care helpline, I have received unreliable solutions and an overall lack of satisfactory support, causing significant inconvenience and frustration.

Ticket number submitted to airtel.
On 14th July --> [protected]
On 20th July --> [protected]
On 21st July --> [protected]
On 25th July --> 41-[protected]
On 26th July --> 41-[protected]

The details of my complaint are as follows:
1. Internet Outage Duration: The internet service disruption began on 13th July 2023, and as of 27 July 2023, the issue remains unresolved, leaving me without access to a stable internet connection for 14 days. This extended outage has severely impacted my daily life and work responsibilities.
2. Ineffective Customer Care: I have contacted Airtel's customer care helpline on four separate occasions, as documented in the attached call logs. Regrettably, none of the troubleshooting steps provided by your representatives have resolved the issue. Furthermore, the customer care wait times have been excessively long, and the responses offered were unhelpful and did not address the root cause of the problem.
3. Financial and Professional Consequences: As a result of the internet outage, I have faced significant financial losses and professional setbacks. I heavily rely on a stable internet connection for my work, and the lack of service has resulted in missed deadlines, lost business opportunities, and a substantial decrease in productivity.
4. Lack of Communication: Throughout this entire ordeal, there has been a lack of timely and transparent communication from Airtel. I have not received any updates regarding the status of the issue, the reasons for the outage, or an estimated time for resolution.

Considering the above circumstances, I demand immediate action from Airtel to address and rectify this situation. I request the following:

Swift Resolution: Airtel must promptly investigate and rectify the internet service outage at my location to restore uninterrupted connectivity.

Transparent Communication: I expect regular updates regarding the progress of the investigation and an estimated time for the restoration of service.

Compensation: Airtel should compensate me for the financial losses, inconvenience, and professional setbacks I have experienced due to the prolonged internet outage and lack of reliable customer support.

Improved Customer Service: I urge Airtel to take measures to improve its customer care services, including reducing wait times, providing knowledgeable and effective assistance, and addressing customer complaints promptly.

I am a loyal Airtel customer, and I believe that my loyalty should be reciprocated with reliable and satisfactory services. Failure to address my complaint adequately will force me to consider switching to a different internet service provider to ensure seamless connectivity for my daily activities and work.
I kindly request that you acknowledge the receipt of this complaint letter and provide me with a reference number for future communication related to this matter. I expect a prompt response to my complaint within 48 hours, from the date of receipt of this letter.

Thank you for your attention to this matter. I hope for a swift resolution to the internet service outage and a restoration of my faith in Airtel's commitment to customer satisfaction.