Airtel — Postpaid connectivity issue

Address:

Bangalore, Karnataka

My postpaid connection (No [protected]) stopped working (Unable to register on network error) on 06-Mar in the afternoon. I was told my customer support that the connection status was fine in their systems and hence this was a SIM card issue. However, when I went to an Airtel store for SIM swap, I was told that the SIM is fine and that it was a 'backend' issue, for which the store manager emailed the necessary team for actioning. Since the problem was not resolved even by 7pm on 07-Mar, I walked in again to an Airtel store and did a SIM swap after submitting all necessary documents and the application request (Order no[protected]. I received a confirmation email from [protected]@in.airtel.com the same day confirming that the order for SIM swap will be processed and activated within 4 hours. This never happened and I have made 3 visits to the store and over 25 calls to Airtel customer support between then and 10-Mar. I've been told that this is a 'backend' issue and the technical team are onto this, but I have never got an ETA which should be a standard associated with any service request or complaint. Being a Platinum customer, I am apalled at the huge delay and lack of transparency in which this is being handled. I'd like an email dropped to [protected]@gmail.com or a call back to[protected] to inform me of the status and ETA. I'm contemplating opting for another network for my primary connection.