[Resolved]  Airtel — Indoor mobile network/signal issue (ref no.[protected]

Address:	560033
Website:	www.airtel.in

HOW LONG I HAVE BEEN HAVING THIS PROBLEM?
For the Last 2.5 years, I have been having this Indoor Mobile Network/Signal Issue. I just did a Open Network Check in your website from ym Location and found my area has Excellenct Voice Quality. A Network Engineer from Airtel who came to my house on 27th October 2016, did all measurements in my premises and near the Tower told the Tower Signal is bad. So is Airtel Open Network lying or the Network Engineer from Airtel is lying.

HOW MANY AIRTEL MOBILE CONNECTIONS ARE USED IN MY PREMISES
Totally 8 Connections are being used in this Premises. All Connections are Airtel Postpaid/Prepaid

HAS AIRTEL HELPED RESOLVE THE ISSUE PERMANENTLY?
Airtel promised 2.5 years ago that a new Tower will come near my place to resolve this issue. This is only a dream statement. Nothing has happened. Even today Airtel Network team say we have plans for a new Tower
DID THE PROBLEM NEVER GOT RESOLVED IN THE PAST 2.5 YEARS?
Problem got resolved temporarily. Airtel provided me a Portable Network Range Booster fixed in my house for a 5 Year Agreement. Though the problem was not fixed permanently atleast I was not having Signal Issues and Calls were not getting dropped due to fluctuation in Signals

WITH THE BOOSTER THERE SHOULD BE NO ISSUES, WHY RAISE A COMPLAINT?
In the last 2 months, even with the Booster there has been drastic signal drops, phones not reachable. Either the Booster is faulty or the Signal Tower nearby my house has reached its limit and not transmitting enough signals for my Booster Antenna to pick the Signals

HOW BAD IS THE SIGNAL PROBLEM?
I hold a Iphone 6s Plus with Airtel connection in my left hand and a Samsung Galaxy S7 with Airtel Connection in my Right Hand. I stand in middle of my Hall. I make a call from my left Hand to my Right Hand and the message I receive is "This number is not Reachable". I demonstrated this issue to a Field Engineer who came to my house on 27th October 2016

WHEN DID I FORMALLY REGISTER A COMPLAINT AND WHAT ACTIONS HAVE BEEN TAKEN TILL NOW?
I raised a complaint with 121 on October 20th. The issue was promised to be resolved on 24th. No Status updates form Airtel. I had to call and follow up. On 26th I raised the issue with Appellate. On 27th a Field Engineer came to my house, took all measurements and finally concluded that the Signal is very weak even with the Booster. He told he will file a report, which he did not.

SO WHAT HAPPENED NEXT?
Nothing happened. Today is 11th November 2016. Report is not filed. It is not traceable as no one is Appellate is able to figure out the report whereabouts. Appellate is promising to send a Field Engineer again (for which I have to put leave and stay in home, for a field engineer's incapability to file a report). Network Team is confused where to come. I have told clearly this issue is observed in my Home Address Till now 3 different Appellate Executives have interacted with me and each one are giving suggestions and nothing is moving towards resolution. One of the suggestion given by an Appellate Executive is "However, I regret I am unable to provide you with an immediate solution at the above location." If there is not immediate Solution should I sit in middle of the Road and take all Calls. All my Official Calls happen during the night, Should i Roam like a Thief in the Roads and Take my Calls.

WHAT CAN BE DONE TO RESOLVE MY PROBLEM?
Best Solution - Fix new Tower urgently. I know this is the Dream. Airtel is not going to do it because I have been waiting for 2.5 years
Next Best Solution - Attach Additional Boosters in the Towers and Fine Tune the Tower Signal Transmission capacity so users nearby including me with benefit
Last Solution (Which is something has to happen immediately) - Replace the existing Booster in my house and replace it with a Higher Signal Receiving Booster. Check all Antenna Boxes and Rewire if necessary. Ensure I continue to get proper services until Airtel decides to fix a New Tower

WHEN YOU WANT YOUR SOLUTION DONE?
As Soon As Possible.

HOW CAN YOU REACH ME?
Please call me at [protected] (This is my office number registered to my office address. The problem I face is at my house address which is mentioned above. Don't get confused and go to my office)

WHO NEEDS TO HANDLE MY CASE?
I want someone Senior and person in Authority who can approve my request for a new High Powered Booster to be installed in my premises needs to take my case. Am not willing to speak to another executive who will listen to all what am saying and will put the phone on hold to speak to someone and be a mouthpiece. I want a call back from the senior most person in Appellate and I want him directly working on my case. I have detailed the entire problem in this mail. Read my case history fully and speak to me with an intention to resolve
FINALLY I WANT CALL BACK AND STATUS UPDATE ON DAILY BASIS TO KNOW HOW THIS IS GOING TO BE RESOLVED. IT IS DUTY OF CUSTOMER SERVICE TO KEEP CUSTOMER POSTED ON UPDATES NOT VICE-VERSA
This mail has been marked to appellate.[protected]@in.airtel.com. The Complaint number is also mentioned in this post.

UPDATE AS ON 13TH NOVEMBER 2016

I have been writing in Airtel India Facebook Site and also speaking to Appellate and Nodal team and every one is working in their own world and no one is cordinating
Airtel agrees that their Signal tower is not able to transmit enough power to my house. That is the reason why Airtel installed a Booster in my house 2.5 years before. Now even the Booster is not working. Many friends and colleagues have complained they are not able to reach our number. Am being denied my basic service here for which Airtel has been taking my Rental Charges

LAST EMAIL WRITTEN TO APPELLATE TEAM ON 13TH NOVEMBER 2016

Hello Appellate Team,

Yesterday (Saturday, 12th November) I got call from Network Team and they told me that today (Sunday, 13th November) at 2pm in the afternoon they will come to my house and will check all measurements. Because of this i scrapped all my Sunday plans and was waiting for your network guys. No one turned up. No one had the courtesy to call and even apologize for not coming. What irresponsible bunch of guys you have in your team.
Now they will call me and will ask me to come over the weekdays where I have to be in office. I have to leave all the work I have and keep a welcome party ready and wait for your guys in the weekday. I do not know who is the Customer here. Me or Your Network Guys. I did not promise to come on 2pm on Sunday. They called and they confirmed and now they are not keeping up the promise.

Please tell me if you guys are interested to solve my problem and keep up the promise or shall i proceed for legal action. This is denial of service where i will ensure i will demand 1000 times the charges i will ask for not getting the services am paying for from Airtel. Total 7 Pospaid Airtel connections in my house. Each connection has 999 plan. So 999X1000X7 = 69, 93, 000 (close to 70 lacs I will claim if i need to citing Airtel is just taking my rental and not providing me basic calling services)

Please suggest if i can take a later route. I give you guys 2 days time. Better fix it or else am suing you guys.