[Resolved]  Airtel — No resolution on broadband internet hacking by Airtel... request billing refund for discriminatory services provided

Address:	New Delhi, Delhi, 110013
Website:	airtel.in

Hi

My airtel broadband connection has witnessed discriminatory usage since August'16 till date. I've repeatedly informed, requested & complained to Airtel Call Center, Nodal, Network & Appelate teams for this discriminatory internet usage issue.

All Airtel teams have failed to provide me a resolution and are charging me basis my internet plan without giving any resolution to my issue since the last 3 months.

I've copied all the emails below for reference of this complaint wherein I've requested for my broadbands' internet hacking issue with a complete reversal of Aug-Oct billing, as Airtel failed to investigate and arrive at a solution.

Thanks
Narpal Singh Uppal
karanjeet.[protected]@gmail.com
Airtel A/c# 13839374

===========

Email received on 14-Oct:

Dear Narpal Uppal,
This is in reference to your email regarding network issue for your airtel account number 13839374.
Please accept our sincere apologies for the inconvenience caused to you.
Basis your email, please be informed that the complaint for network issue was attended and the issue was resolved.
Further, please note that to reconfigure your modem, i request you to kindly provide us appropriate time so that we can arrange visit from our technical team and resolve the issue on priority basis.
Moreover, we have validated our records and found that the usage reflecting in your account is valid and correct. I am unable to provide you any kind of adjustment in your account.
I request you to kindly share us your future course of action.
Please feel free to write us back for any further assistance.
Customers touch points:
Level 1: Customers Care: [protected]@in.airtel.com and 121/198, working hours: 24/7.
Level 2: Nodal Team: nodal.[protected]@in.airtel.com and [protected], working hours: 9:30 to 6:30, Monday to Friday.
Level 3: Appellate Authority: appellate.[protected]@in.airtel.com and [protected], working hours: 9:30 to 6:30, Monday to Friday.
Please visit our website www.airtel.in for a range of products and services.
Warm regards,
Tanpreet Singh

bharti airtel limited

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Service Request 74014748: RE: [|BAL|Ref36438514|] IP DETAILS AND USAGE PATTERNS: BROADBAND A/C #: 13839374

Karan Uppal
Oct 8 (6 days ago)
to nodal.ncr, ap
Request: 74014748

Hi

This is horrific! My Airtel broadband is hacked more than once, password I've changed more than once, your engineers have visited me (Prashant Bhardwaj & Ram Bodh - service engineers of Airtel) more than once... and still my airtel broadband continues to be hacked. I've been charged a (approx. 2000/-) monthly rental for the last 2 months that I've regularly paid... so why this deficiency in service?

Adding insult to injury, your email team refuses to share the list and details of which IPs are being connected to my broadband connection alongwith their individual usage patterns... this clearly leads to your inability to control this situation. Emails are forwarded below for your direct reference.

Why is my airtel broadband being targetted? I question the integrity of the broadband service and have now made repeated requests for cancelling this connection today. Your call center staff has tried atleast 4 times to connect me to your retention team... and in all the 4 times, with a minimum waiting of 10 mins. per call (=40 mins call on waiting), I've still not been able to speak with retention team.

Airtel A/c #: 13839374
KARANJEET.[protected]@GMAIL.COM

[protected] Forwarded message[protected]
Date: Sat, Oct 8, 2016 at 4:22 PM
Subject: URGENT
To: "[protected]@in.airtel.com"
Cc: "[protected]@in.airtel.com"

URGENT!!

PLEASE HELP!

I have a broad band Connection which seems to be out of order.
At 00:00 hours on October 8, 2016, 45 GB Data was restored as per our Plan.

As advised all passwords were changed and modem was operated .

The usage was detected at 10 20 AM to be 2.1 GB and further it was detected at 4.9 GB at 4: 15pm on October 8, 2016.

What is happening??

I would the complete line connections to be checked and fraudulent hacking be IMMEDIATELY STOPPED.

Please arrange for urgent visit of your engineer to our site.Please inform me over telephone ASAP.

Thanks and hoping for resolution of this indiscriminate hacking for which I will demand refund.

Regards,
Karanjeet

[protected] Forwarded message[protected]
Date: Sun, Sep 18, 2016 at 8:09 PM
Subject: Fwd: RE: [|BAL|Ref36438514|] IP DETAILS AND USAGE PATTERNS: BROADBAND A/C #: 13839374
To: "karanjeet.[protected]@gmail.com"

-------- Original message --------
From: [protected]@airtel.com
Date: 18/09/2016 16:53 (GMT+05:30)
To: [protected]@yahoo.in
Subject: RE: [|BAL|Ref36438514|] IP DETAILS AND USAGE PATTERNS: BROADBAND A/C #: 13839374

Dear Narpal Uppal,

Greetings from airtel!

This is in reference to your email informing us about your inability to view unbilled usage for your airtel fixed line number [protected].

I regret to inform you that we are unable to provide the detailed data usage.

Further, to view your current usage, I would request you login to your selfcare account following few simple steps as mentioned below:

1. Log onto www.airtel.in/myaccount and select the Fixedline & Broadband Services.

2. Punch in your registered mobile number and password.

3 Click on data usage under the broadband tab.

4 Click on the `Last 24 hours data`tab to view usage detail for last 24 hours.

5 Click on the `Historical data' tab to view the unbilled usage.

6 Click on the detailed usage link under My Account to view the detailed usage.

Please note that information on Current Usage gets updated within a time span of 24 hours and does not include monthly rentals or discounts. Once the bill is generated usage charges will be calculated as per your bill plan.

To prevent any misuse of your DSL connection request you to take care of the following:

1. Ensure that the PC is free of virus and spy ware and it has an updated version of Anti Virus software is installed in your PC.

2. Modem / Wifi is switched off when the internet is not in use.

3. Password to be changed frequently to ensure confidentiality.

If you continue to face issues while accessing the unbilled usage information in your selfcare account, please send us a screen shot of the error page received.

Best Regards,
Kunal Asthana
Service Specialist
airtel

[protected]Original Message[protected]
To: [protected]@airtel.com
Cc: karanjeet.[protected]@gmail.com
Sent: 18/09/2016 10:33:53 AM
Subject: IP details and usage patterns: Broadband A/c #: 13839374

Hi

88.22 GB was consumed in my last billing cycle. 45 GB is already consumed in the first 11 days of my current billing cycle. I myself am not using so many GBs, neither any of my shared users.

Pls. share list and details of which IPs are being connected to my broadband connection alongwith their individual usage patterns.

Thanks,

Mr. Uppal
Airtel A/c #: 13839374

Karan Uppal
Oct 9 (5 days ago)

to nodal.ncr, ap
Hi... sharing additional reference nos. that further proves Airtel only receives requests and lays eggs on it:

74034286
74034000

I feel harassed by Airtel. Request complete reversal of my last 3 months bills (Aug:1952; Sep: 1856; Oct: 1618) on grounds of my internet being hacked & that I've been charged for it.

Thanks

Karan Uppal
Oct 11 (3 days ago)

to nodal.ncr, ap
Hi... awaiting docket numbers.

Also, only my desktop connects to your internet now. None of my devices including laptop connect to the Airtel internet.

What's wrong?

Karan Uppal
Oct 12 (2 days ago)

to nodal.ncr, ap
Hi... awaiting docket numbers.

Also, only my desktop connects to your internet now. None of my devices including laptop connect to the Airtel internet. Can somebody pls. call me & configure my devices over the phone itself?

What's wrong?