Airtel — Migrating to DSL to Fiber Airtel, Hell lot of problem created and Damaged my Internal Wiring

Address:

Bangalore, Karnataka

This is to bring to your notice regarding the Airtel Broadband(Fiber) issues going on with me from March 11th 2014 to till date, it became unsolved mistery for the crime I did from migrating to so called Airtel Fiber from Copper. I am Rajesh Venkatanarayana having an Airtel Account number [protected] using since Jun or July 2011 with 2 MB broadband plan and then upgraded to 8 MB Plan in early 2013 I am not sure when I migrated. I live in E801 Ajmera Infinity, Electronic City Phase 1, Bangalore and my contact number [protected](Cell). One fine evening 6th March 2014 I got call from one of your sales person named Mobin having the phone number [protected], He informed that in Ajmera Fiber network is available and I can avail the facility he insisted that he will come and visit and explain me in detail. He came and sold the plan to me. Before migrating to the new plan I specifically informed my concerns Concern I have is 1. My older landline to be retained.[protected] 2. Intercom (48801 as I reside in E 801, Ajmera Infinity) facilities should be active again without change in intercom number. He informed that I have to pay 100 rupees more for the old number, I was ok with that He said I have to pay 600 rupees for new modem, initially i hesitated because he said we don't charge anything for the migration but finally convinced and gave the 600 rupees. He suppose to take it on 7th March for migration but he did not do until March 11th after repeated calls from me he initiated the process 21467520 on March 11th 9:21 PM. I am not sure when your Airtel technician came to my place may be on 13th or 14th March Visited my place and changed the wiring and said one more person will come and visit me in the evening and then activate the connection. He came late in the evening at around 9:30 PM and activated the Broadband connection and my existing Phone number[protected], both were working for all the night. Next day morning around 10:00 AM both my Phone and Broadband went off, I called Airtel to raise a complaint [protected] March 14 they came in the eveing and fixed it and left my place. Until here this is negligible issues, We didn't noticed until next day morning i got a call from the number[protected], this is my new number which i don't have any information. Then i tried to reach my old number[protected] it was ringing and no response and i called your helpdesk again no response initially finally i could able to establish the connection and raise complaints you want t [protected] March 15 [protected] March 15 One of your customer care representative informed me that we cannot provide your old number, if you want to report you can go and raise a complaint once number gone is gone, such a pathetic reply i got from your front end technician. Again after some heated exchange of conversation he transfered to the escalation manager, he/she after reffering everything he said this is an issue called as cross connection and told this will be resolved by tomorrow and he asked me to provide the phone number of the sales person so that he will talk to him and comeback again. I gave the same to him and also called the sales person Mobin, he told/assured me again very clearly that old number can be retained and that was his duty to give me the number back. He was doing the same for all our inmates at Ajmera. Mobin called me next day and said he informed Airtel backend team and they will rectify the issue by End of the Day. I have his SMS details he sent me on Mar 18th Next day again I called your representative and discussed about the issue, he said don't raise new ticket we will work on the issue with your existing tickets so that issue will be resolved soon i said ok fine . After that no response from your team, when I called Mobin he delibrately not attending the call. i stopped calling him again After couple of days I received a SMS from Airtel which i didn't noticed until a retention manager called me that weekend. " Namaste! Thank you for contacting us. The reference number for your airtel fixedline [protected] is 44370686, registered on 19/03/2014 17:57. The cancellation shall be processed within 7 days and any applicable refund shall be processed by 03/05/2014 17:57. To get status of your request, SMS SRFL to 121" I spoke to your retention manager and told him this is my issue and I never asked you to disconnect and even told do you think I am an to disconnect after paying so much of money for migration. He pretended that he understood the issue and said he will send an technician to my place and fix this issue at earliest. one more ticket is raised 44558980 After that there was no response from Airtel.So I decided to call Mobin on Mar 26th again he was not taking my calls, I felt somehow these guys are cheating and then sent SMS to Mobin, I posted the discussion in our Apartmentadda.com "#3486 Facing issues after migrating to Airtel Fiber Broadband " Think twice before switching to Airtel Fiber Broad band from existing copper broadband Shared my entire experience in the adda, My good many people faced similar kind of issues at Ajmera then everyone started talking about the issue. Immediately this guy Mobin might have heard about the adda discussion and immediately calls me in the evening and told sir i told you right i am working on it why did you gave negative feedback on adda this will atleast stop people moving from copper to Fiber until you give good feedback, I promised him to give good feedback if you resolve my issue. Next days he called me and connected to his manager and promised me to solve the issue by next day at any cost. But unfortunately no one is bothered. After that I called 121 again on April 2nd 44758962 this ticket has been taken as number change request, This is so pathetic and unfortunate that to get my old number back i have to raise so many requests. Your representaive told me that I will get a call back within two hrs and issue gets resolved in 8 hrs, she gave me Interaction ID no :[protected], i was waiting for the call back but as usually No response Again i called on April 8th and enquired about 44758962, they said ticket got closed i asked what was the resolution they said could not able to reach user[protected]. I asked the person how can you call the above number my complaint itself is this number is not working and you people deliberatly disconnected and asked why you did not called my mobile and asked to reopen the ticket and they said they cannot reopen the tickets and assigned new ticket 44934176 and this time i realised how Airtel support team is working and told them very clearly not to close the ticket until you get the feedback from me. This call was taken by a escalation manager and after 30 min of discussion she gave the number[protected] and speak to Hariharan between 9:30 AM to 6:30 PM Mon to Fri, when ever I call i have to feed in my tel number but it says my connection is not active and disconnects the call. Again on April 9th below are the interaction Id's [protected] [protected], Ravichandra [protected] Escalation ManagerChandrasekhar ) Everyone from your team will promise me to give a call back and promise this will be high priority ticket and no body cares later and finally you people will close the tickets without solving the issue On April 10th i received a messagge in the early morning 4:30 AM, Account No [protected] has been started. I was happy that my service got resumed, to check i called my number it rang and someone answers my call and said this number[protected] is assigned to him. Now i am totally frustrated and called 121 again [protected] April 10th 8:30 AM,[protected] Call Back Number reference) [protected] escalation manager Sangeetha. April 11th Again got the same message that my ticket got closed. Finally i called 121 this is the new ticket 45051104 April 12th 9:01 AM Nagarjuna Reddy, he gave me this email id and send details they may help you. I am trying my last chance today, please help me to get my phone number back This number is attached to my Gas, if Connection and my Intercom is attached to this connection, if this number doesn't work everytime i have to pick my guests from the Ajmera infinity security area it will take 10 min atleast from my apartment to security it is becoming very difficult to our family. During on of the calls with escalation manager I informed about my due amount 31/3/14 i got to pay 1976.16 Rs and i told that I am going to hold that amount until my phone number works they accepted but in 1st week of april some one calls me informs that i have to pay 2768 Rs i don't know why i have to pay so much of penalty. If this is western countries your organisation have to pay me hefty money because of my health issues occured due to your negligence from Airtel Last two weeks wheenever i raise a call, I will get a call from Airtel Mobile number [protected]( Getting calls and disconnects Immediately) When i call next day they say our representative called your number and you didn't responded this is the resolution comments you guys are entering and closing the ticket. I am not going to raise any tickets my latest open ticket is 45051104. if i am not wrong go and check this ticket from your end, it will show up either resolved or closed. One thing is for sure Airtel will never miss the SLA's. If it is hitting the deadline you will close the ticket. Hope you are one of the senior person who can take forward my issues and give me an much awaited response You can reach me at [protected](Cell) After struggling for more than month I have a question, if Airtel is not able to provide my old number why should you promised me while upgrading. If you had told me that we cannot assure you to retain the same number in that case i would not have moved to Fiber. After struggling for 2 months, Airtel technicians visited my premises and damged my internal wiring and trying to push the fault on my side. I am still trying to coordinate with Appallete South, but no response now a days everyone want to wash their hands. These so called technicians have any knowledge..