Airtel — Airtel Broadband - Service to be restored in 10 days

Address:

Ghaziabad, Uttar Pradesh

Dear All,
Surprised to see the services of Airtel.
I had past connection with Airtel for which F&FS was done in 2011.
In 2012, new conncetion was provided and few days it worked fine and suddenly it was blocked.

After discussin on helpline, they asked the letter F&FS which i provided on Sunday.
Its been 4 days and they are yet to provide a solution even after assurance that it will be restored in 4 hrs.

Now their support has reverted to be resolved by 5th April. For restoring services.. 10 days??
Tried calling the fiexed line IVR but no option available from the ususal 121-5-4 i used to dial since yesterday ,,, very strange.

Enclosing the mail discussions

[QUOTE]
From: [protected]@yahoo.com
To: [protected]@in.airtel.com
Cc: dipendra.[protected]@citi.com
Sent: 27/03/2012 10:21:42 PM
Subject: In reference to[protected]

Hello,
This is in reference to the discussions made with Airtel support yesterday and today as well in respect to the internet connection and fixed line[protected].
It’s only 2 weeks I have taken the connection, and every 2 days, the connection used to get d/c for hours which the local guy fixed it last week.

Till yesterday, the line was down (dead) for four days which the Airtel team came and fixed it. But, the internet was not working and outgoing was not functioning.
After calling the Airtel support, it came to my notice that Airtel blocked my outgoing due to my old number which was showing as payment outstanding.

After repeatedly mentioning that I had settled the same last year, nothing constructive was done.
Fortunately, I have been able to find the settlement letter, payment slip and all the voice recordings made between the Airtel and Me during that time.

I will like to mention, it is very unfortunate for people like us who have to go through repeated harassment for no good reason.

To Airtel Business Heads & Quality Managers,

Few points that Airtel needs to consider:
1) If the new connection is been provided, why no previous checks were made in context to the history of the registered name and the address
2) After discussing with support, it was also observed Airtel does not have linkage between fixed-line, mobile, digital connections , hence mobile was not blocked.
3) For good conversation, SMS is sent for feedback, but for heated exchange of words, I never receive a SMS for feedback? Are only +ve feedbacks are taken for higher CSLM/CSC?

I am holding now only 1 post-paid connection – [protected] , digital TV and other mobile # [protected] (on my father’s name which is mostly on international roaming).
This is very upsetting that nothing worth is done to look into the process gaps in your critical activities.

I am attaching the settlement letter and the payment made on 7th May 2011 of Rs.3500/- against Rs.7701/- as Full and Final before the validity date of 8th May, 2011.
Also, as I am assured that the number of days the services have been blocked, it will be compensated with extension of days accordingly.

I also requested Shivam / Ankit to arrange a call-back to me and they have promised me to have the connection functioning in 4 hrs. receiving this mail.

Regards
Dipendra Srivastava
[protected]

[/QUOTE]

Their first revert on mail.

[QUOTE]
From: [protected]@in.airtel.com [mailto:[protected]@in.airtel.com]
Sent: 28 March 2012 11:30
To: [protected]@yahoo.com
Subject: Re: IN REFERENCE TO[protected] [|BAL|Qrc[protected]|]




Dear Customer,

Ref: Email dated[protected], concern regarding connection not working and
billing discrepancy for airtel number [protected].

We regret the inconvenience caused to you in this regard. We understand your
concern and shall work towards resolving the same.

Thank you for writing to airtel.

Further, we would like to confirm that we had already registered your request
with reference number 13528778. Our team is working on the same and the request
will be resolved at the earliest.

We seek your cooperation in this regard.

To address your current concern regarding billing of account number 14368246,
we have raised a complaint regarding the bill discrepancy with the concerned
team. For your reference, the unique Service Request number is 13560948. Our
team will be contacting you by 05-APR-2012 11:30 AM. with an update on the
issue.

It is our privilege to have you as our valued customer and would like to thank
you for your continued patronage. We look forward to a long and fruitful
association with you.

Please do write in for any further assistance.



Warm Regards,
Sowmya T K
customer care executive
bharti airtel limited.

[/QUOTE]

My revert to their first mail
[QUOTE]
[protected]Original Message[protected]
From: [protected]@yahoo.com
To: [protected]@in.airtel.com
Cc: dipendra.[protected]@citi.com
Sent: 28/03/2012 09:21:58 PM
Subject: RE: IN REFERENCE TO[protected] [|BAL|Qrc[protected]|]

Sowmya,

Thank you for the positive response but beside assurance, nothing much has been
done.

Internet is still not functional and outgoing is still blocked. I was assured
it will be functional in 4 hrs. at maximum but its 24 hrs. and 6th day in row
without internet .

I do not see any solution with Airtel and beside the cool service dictionary
words executives are taught, it remains in book when comes to implementation.

I need to have quick resolution on this and a call back immediately and issue
resolved ASAP.

I can see this as a legitimate case of harassment . If you are not able to
resolve it by tomorrow 1st half, I can assure you the things mentioned in my
first mail.

Also, just to add, I have seen many customers facing this issue and going to
public platforms like consumercompaints.in, consumercourtforum.in,
consumercourt.in and many more.

Now I understand how and why users post these type of complaints -
http://www.complaint.customermath.com/complaint/46660-Airtel_Broadband.html
(not mine).

Thanks and looking forward for solution by tomorrow.
Regards,
Dipendra

[/QUOTE]

[QUOTE]
From: [protected]@in.airtel.com [mailto:[protected]@in.airtel.com]
Sent: 29 March 2012 12:13
To: [protected]@yahoo.com
Subject: Re: IN REFERENCE TO[protected] [|BAL|Qrc[protected]|]

Dear Customer,

Ref: Email dated[protected], concern regarding service restoration and billing dispute for airtel account numbers [protected] and 14368246.

We regret the inconvenience caused to you.

Thank you for writing to airtel.

We would like to confirm that we had already registered a request with reference number 13560948. Our team is working on the same and the request will be resolved by 05-APR-2012 11:30 AM.

We seek your cooperation in this regard.

It is our privilege to have you as our valued customer and would like to thank you for your continued patronage. We look forward to a very warm and fruitful association with you.

Please do write in for any further assistance.


Warm Regards,
Revathi
customer care executive
bharti airtel limited.

[/QUOTE]