[Resolved]  Airtel Broadband — Hopeless Service from Airtel

Address:

Bangalore, Karnataka

Background:

1. During Nov 2012, Airtel changed the existing Tariffs for Broadband, I was
initially on the INR 999 Plan, this changed to INR 1099 Plan. When i received
the bill, i was not satisfied as i felt it was too much for the services being
provided. Hence, I opted to cancel the Connection.
2, Next day, i receive a call from "Retention Team" and was made an offer that
i can opt for the INR 1400 Plan which gives 4MBPS speed and upto 40 GB free
browsing at high speeds. I was told that i would be given a 25% discount on
this plan, thereby my monthly bill would remain the same as what i was paying
at that point on time.
3. I agreed to this plan and did not cancel the connection. I was told that I
would be upgraded to the new Plan within a week's time. Also, i was told that i
would receive an email when this was done. i received a confirmation about the
Plan migration on the 5th of Dec, 2012.
4. Since this date, i have been charged as per the new plan, i.e. the INR 1400
Plan for 4MBPS speed.

Issue & Complaint:

1. I noticed that even though i was being charged more, the speed of my
internet connection still remained at 2MBPS itself.
2. Hence, I have logged several (About 10 or more complaints) by calling 121 to
report about this issue that the speed of my Internet is still not upgraded
between the period Dec 2012 to Feb 2013.
3. For the first few complaints, I was told that there was some Backend Issue
and hence it would be resolved shortly. But nothing changed, nothing improved,
so i raised more complaints.
4. Then few Techincal People came to my residence, inspected the connection and
told me that the configuration at the site was for a 2MBPS connection and not
for a 4MBPS connection. They said i had never applied for an upgrade.
5. on showing the email which Airtel had send to me as a confirmation, they
then started blaming the "Retention Team" and said it is a Backend issue and
nothing that they can solve.
6. Meanwhile, whenever i called 121, they used to say a technician would solve
it, the technician would say, it needs to be done on the Backend.
7. Finally, one technician revealed that the "Userid" to which my connection is
linked is also linked to one "Sneha Rao" from JP Nagar and it may be possible
that the Backend Team has processed the upgrade for the wrong person.
8. But nobody was ready to own up the issue, take responsibility and solve the
problem.

Effect of above:

1. I have emailed Airtel numerous times in Feb with the above information.
2. I received a call from Airtel Central Customer Care, promising that the solution would be reached before 26 Feb.
3. It has now been 3.5 months since the issue, and nobody at Airtel cares.


Can someone really respond to this?

Thanks,
Sumanth ([protected])