[Resolved]  Airtel Broadband — Inflated Billing Concerns

Airtel Broadband — Inflated Downloads

Since the past 2 months airtel is highly inflating my downloads. Like i have downloaded only 300 MB and Airtel is showing that i have downloaded 650 MB. This is happening since that past 2 Months.

They are doing this so that people move to higher unlimited plans.

They are just looting people. I have complaint ti Airtel several times and have asked to provide me the details of the downlaods made including the list of the sites from which download is made but they are refusing to
provide me such details.

I will move to consumer court in some time if they are not able to provide me the details.

airtel broadband 555 — billing error

i was using the airtel broadband 555 plan which has 3gb download free and 100rs of call free.
I took the connection paying the rent for 6 months which came in a package of 3000. RIght now the problem is that the bill generated 0n 27th of october is having a huge amount in the DSL download area. I had seen the unbilled amount on 24th of the same month( 2 days before the billdate) and was less than 3GB and i dont know how such a bill can happen. Also the discount mentioned is not covering 3GB download free limit.

even i was confused earlier but now it is clear that airtel 555 was an old plan which has been discontinued. only old users have this plan and it is not listed on the site. it has a download limit of 2gb and not 3gb like you said. i think you are confusing with the plan airtel 599 which is listed on the site with download limit of 3gb. please confirm with 121 customer care like i did, and find out if you are using airtel 555 or airtel 599. if your bill shows rent of 555 then i am right. your download limit is 2gb and discounts shown in bill will be according to 2gb.

AIRTEL BROADBAND SPEED — SPEED FAR BELOW THE PROMISED SPEED OF 512kbps

My Airtel broadband connection number is[protected] and I got the connection about 10 days back. While giving connection I was promised that the speed will be 512 kbp/s AT ALL TIMES and it will never go below 512 kbp/s. But the speed is only between 300 and 400 kbp/s and at times it goes below 200 kbp/s. I contacted their customer care centre at Bangalore today 25/5/2010 and the lady who attended my call did not care to take my complaint and give the complaint number so that I can follow it up. SUCH IS SERVICE OF THIS COMPANY WHO PROMISES MOON IN EVERY COMMERCIAL!!!!!!!!!!!! My mobile phone number is[protected]

Airtel Broadband — Inflated billing

Dear Sir,
I am writing to you after trying to get my issues addressed with customer services numerous times and after failing to reach you on telephone.

I have been Airtel broadband customer (A/c No 13508684, phone[protected] since Jan 2008 and have subscribed to plan 555 since then. In this entire period of more than 3 years, I have never exceeded data limit of 2 GB under plan. However, In the bill dated 6th May 2011 where I was charged for nearly 8GB download. My internet usage has been same or has in fact reduced in last few months. This is evident from my billing since Dec 10. Since May 2011, me and my family have been out of town several times, even further reduction in usage was expected. Hence I was extremely surprised to see above bill.

I called up customer care and raised billing complaint (Ref no[protected] on 22nd May 2011. I informed that I am absolutely certain that my usage can’t be more that last few months, and I suspect the issue has something to do with wireless router that was installed recently. I was told that someone will call me to enquire or update on the issue and I don’t have to make payment till my issue was resolved. When I didn’t receive any call or update on the issue, I called up customer care again on 4th June to enquire about status. I was again surprised when I was told that issue has been closed and there are no billing error. On asking why I was not updated, they said they called me twice and on both occasions I asked them to call later, since am busy. This is absolute lie since I didn’t any call (or sms) from Airtel in that period.

I informed them that I am not satisfied with response and issue persist since now another billing period is over, and as per Airtel website, I am going to get inflated bill again for billing period 5th May to 4th June. Despite my repetitive questioning and requests, they failed to provide satisfactory response. I informed them that I expect some senior person to call me to understand my grievance.

Frustrated after failing to get my grievances heard and not receiving any call from a seniors, I called customer service again on 10th June, to request cancellation of my broad band with immediate effect. The ref no was 1506144.

On same day i.e. 10th June I received call from Mr. Ravinder of Retention department. He apologized for my experience and offered to waive my billing amount to some extent. He offered following settlement: (Ref no same as above i.e. 1506144)
1. I need to pay Rs 3,800/- for entire billed outstanding of Rs 7,100/- as of 10th June. Remaining amount will be waived off.
2. I need to pay above settlement amount by June 25th.
3. From 5th July my plan will be converted to an unlimited plan with rental of Rs 649/- ( this will include 512 KBPS speed till 10 GB and 256 KBPS thereafter, will also include Rs 100 calling value (local+STD to any phone)
Though the above settlement still seemed unsatisfactory to me, I still agreed to it to avoid any further issues or avoid change of land line no.

I was yet again surprised to find on 18th June that both my outgoing calls and broadband has been disabled. The disconnection it appears was done on 13th June. On the call to customer care I was informed that this has been done due to nonpayment of bill dated 6th May 2011. When I informed them of my 10th June conversation and settlement with Mr. Ravinder, they provided various explanation and refused to either acknowledge or accept that settlement.

As of now my attempt to get my grievances heard and resolved continues to be futile. This includes trying to reach nodal officer on phone no provided, who always seems busy. This is nothing but pure harassment of customer.

Above experience has exposed me to pathetic customer care and grievance redress mechanism in Airtel. They are not only fail to provide satisfactory response to customer issues, they refuse to let customer talk to any senior person. They don’t fulfill their promise. Customer issues, requests, promises , settlements with customer are not recorded / updated properly. No one seems to know about discussions , talks customer might have with others in Airtel.

I expect a quick acknowledgement/ response and fast resolution of issues. Failing to get response and resolution to my issues will force me to escalate the issue to appropriate forum, including to the TRAI and Consumer forum.

Despite escalation to nodal officer, nothing has been resolved yet. Airtel continues to make false promises and make incorrect statement. My contact no is [protected]. Below is the email i have written to aappellate authority today.
Dear Sir,
After facing extremely unprofessional and discourteous attitude right from customer support to nodal officer, I am writing this email to you.

Entire issue and dispute has been described in the attached email that was addressed to nodal officer. Please go through that email in order to understand the issue. What I am writing here is the experience after writing to nodal officer:

1. I escalated my issue related to billing and discontinuation of services to nodal officer on 21/06/2011
2. On 22/06/2011 nodal officer Varsha Choudhery called me and promised me that issue will be resolved by 23/06/2011 as per the settlement offered earlier by retention department, and that a new complaint (no[protected] has been raised to address my concerns. Subsequently she sent an email saying much the same thing.
3. Till 25/06/2011 issue remained unresolved and despite my multiple calls to nodal offcer no, I couldn’t get any satisfactory response or resolution.
4. On 26/06/2011, I received an email from nodal officer that my issue has been resolved to my satisfaction. No one called from Airtel to explain what has been resolved and how. When I checked at home I found that my internet connection and outgoing calls are still not working. Hence above email is absolutely false and incorrect.
5. On 27/06/2011, I again called nodal officer no to find what exactly has been resolved. They replied that settlement offered to me has been rejected. They failed to answer why nodal officer has written an email saying issue has been resolved.

So far below is the summary of whatever transpired between 22nd May 2011 and till date:

1. After failing to receive satisfactory response and resolution of billing issue raised via complaint no 46664948 on 22nd May 2011, I raised a request for immediate cancellation of DSL connection on 10th June (Req no 1506144)
2. On 10th June received a call from retention department, which requested to drop cancellation request and offered a settlement and a new unlimited plan from 5th July (details of this is in attached mail initially written to nodal officer). The amount agreed was to be paid by June 25th.
3. On 13th June my outgoing calls and DSL connection was disabled without any information or update to me and despite above conversation and settlement against my cancellation request.
4. On calls to customer care they repeatedly told me that my request for waiver and new plan has been rejected. It is funny because this settlement was offered by Airtel after my request for cancellation and I never made any such request.
5. After escalation to nodal officer, story remains same( as explained above). Airtel continues to make false promises and incorrect claims at all levels.
6. Till this date neither my request for disconnection has been serviced nor any issue has been resolved. I have practically received no service from Airtel in current month, and I consider my services as disconnected from June 13th.


This shall be my last effort to get your cooperation towards resolution of issue. If I fail to receive satisfactory response within 2 days, I shall be forced to escalate matter to appropriate forum, including to the TRAI and Consumer forum.
Attached : 1.Original acknowledgement email dated 21/06/2011, received from Airtel after escalation to nodal officer
2. Email received on 26/06/2011 from nodal officer claiming issue has been resolved to my satisfaction

No response yet either airtel presence or nodal officer or appellate authority, pathetic customer service, cheating customer

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