[Resolved] Airtel — Internet down for 5 days. And counting. No resolution still.

[Resolved] Airtel — Internet down for 5 days. And counting. No resolution still.

R rk0317 from Pune, Maharashtra May 22, 2023 May 24, 2023 This thread was updated on May 24, 2023

My Airtel fiber internet went down around 5pm on 17th May. Even today, after multiple follow up calls to Airtel Customer Support their technical team has not even bothered to visit my home to troubleshoot the problem. Each time I call I am assured that my problem will be resolved expeditiously. But nothing happens. I have made about 10 calls over the last 6 days. The case has even been escalated. But no resolution in sight. I just got a call from their escalation desk and they are now asking me to wait until noon tomorrow as their working hours are over for the day. What have they been doing all these working days? Just a few weeks ago my Airtel internet had gone down on 25th April. Then too, it required multiple follow up calls before it was finally resolved on 1st May. 6 days later. Was this information helpful? No (0) Yes (0)
May 27, 2023 Complaint marked as Resolved Airtel has finally sent a technician over 7 days after the problem was first reported. So much for customer service. Their technician, however, was very good. But their customer service sucks! Yesterday I got an email from Airtel in response to my complaint to the PMO stating that they have made sincere efforts to resolve my issue with utmost seriousness. I disagree with them when they say that Airtel has looked into resolving my issue with utmost seriousness. My internet outage occurred around 5pm on 17th of May. And it was finally resolved around 1pm on 25th of May. After 188 hours. In all seriousness, this is not the definition of prompt service. I made multiple calls to AIrtel customer service over the time my internet was down. Each time I was assured by their escalation managers that a technician would come soon and look into the issue. Day after day that did not happen. Until yesterday i.e. 25th May. And yet they have the nerve to say it was resolved with utmost seriousness? In all my life I have never seen such apathy on the part of any service provider. I faced the same issue a few weeks ago i.e. on 25th of April. And that time too the response from Airtel was extremely slow. That issue was finally resolved on 1st of May. Two such instances in a matter of 3 weeks and Airtel claims they are committed to prompt customer service? Airtel customer support has been notified about the posted complaint.
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rk0317

from Pune, Maharashtra

May 23, 2023

Another day has gone by and there is no update from Airtel. Their customer service keeps asking for another 24 hours whenever you call them. And its now close to 150 hours since the outage. They say the case is escalated but this is not how escalated cases are handled. There is no recourse but to contact their Customer SUpport team and listen to the same old stories. I am fed up with Airtel.

rk0317

from Pune, Maharashtra

May 24, 2023

Day 7 of the outage and there is still no action from Airtel.

rk0317

from Pune, Maharashtra

May 24, 2023

Airtel escalation desk called back saying a service engineer will call me in the next 1 hour to set up a time for a visit to resolve the problem. It is over 4 hours since and nobody from their service team has called me. What terrible customer service!