[Resolved] Airtel — Broadband not working since past 8 days and in spite of repetitive complaints, no action being taken

meghadev

from Noida, Uttar Pradesh

Address:

Gautam Buddha Nagar, Uttar Pradesh

We have been using the Airtel Broadband services (# [protected]) since 2009. The internet speed was good initially.. but its been really pathetic in past few months. To add to the worst, the broadband connection went down in Sec-62 noida on Thursday, 22 March 2012. Following is the list of events that occured since then:
- Filed a complaint on friday, 23 March 2012 in the afternoon. Response: We were promised that the connection will be up and running by 1600 hrs on Friday itself. In the evening, it was still not working. We called up ard 6 in the evening and were told that it'll be resolved on saturday.
- On Saturday, 24 March 2012, the problem still persisted. On calling the customer support, we were told that there is some technical fault in that area, and it'll be resolved by Monday, ard 11 am.
- On Monday, I received a msg that the ticket that was raised wrt our complaint was successfully resolved. WHEREAS.. it wasnt. We called up in the afternoon, and were told that problem has been resolved in sec-62 so there must be some problem with our individual connection and their engineer will pay us a visit in the evening. In the evening, the engineer called us and said that the problem still persists in our area, so there is no need for a visit and shall be fixed by tuesday 11 am.
- On tuesday, still there was no progress. We called again, and were told it'll be fixed by 2 pm. No progress till 5 in the evening, so we called again. and were told that the engineer will call us and visit us ASAP. No engineer call. No Visit. Broadband still not working. Finally we called up again and spoke with some senior person Mr Bharat and told him that if you have to give false promises and provide no services, then please disconnect out connection. He REQUESTED to be given one last chance and ASSURED that we give them another day and it'll be resolved DEFINITELY.
- On Wednesday, Still no progress. Again False promises for engineer visit, STILL NO RESPONSE. Finally ard 7-8 pm, I requested for the disconnection of our services. Received a call from their team regarding disconnection and we were AGAIN given false assurances that it'll be resolved by 2pm in the afternoon on Thursday.
- On Thursday, we again received a call from their retention team. I asked them to tell me the EXACT STATUS of the problem rather than lies and by when will the problem be resolved. The guy after keeping the line on hold for a while said it'lll take MAXIMUM 7 days. Even after 7 days of persistence of problem, they needed another 7 days.. that was insane. On being harsh, i was told that there will be a ENGINEER VISIT DEFINITELY in the evening.

Its ALREADY SUNDAY.. and STILL NO PROGRESS.. I dont know if they are working towards the resolution of the problem or the service disconnection. I DONT HAVE THE SLIGHTEST CLUE. There have been ATLEAST 30 conversation over the phone. The call duration ranging till 40 mins also.

They have been causing us enough Inconvenience and mental harassment. I really dont know what to do for making the connection up and running. TIRED of making long phone calls at Customer Support, Requesting, Fighting, Waiting and wasting MY OWN precious time in all this.

Sorry for SUCH a LONG Complaint Detail. But this is JUST a small part of the whole mess.

Please Do the needful. They are taking this issue way too lightly.

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Aug 13, 2020

Complaint marked as Resolved

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Comments

Sachin Soman

from New Delhi, Delhi

Airtel — Complaint wrt Airtel BB disconnection

Dear Sir / Ma'am,

My name is Sachin Soman, and I am very dissatisfied Airtel broadband customer. I had dsubmitted a request to cancel my airtel broadband in the month of Dec 2009. Till now it is not disconnected.

The following are few of the ref numbers that have been given to me by airtel customer care staff who are good for nothing; 29221432, 29747824, 13071906. Airtel had promised me that i do not owe anything to them and all the irrelevant charges will be made nill and void.

I has raised the initial request for cancellation in the month of Dec 2009. In Jan 2010, i get a call from a lady from Airtel's retention team. I told this lady very categorically that I do not intend to pursue this connection. She also confirmed back that the needful be done. However to my surprise i got the montlhy bill for Dec and Jan in the month of feb 2010.I again called airtel and then Ms.Sneha told me not to pay anything and the charges will be reversed. Then i again get a bill for the month of Feb 2010. I again call and speak to a diff person whi confirmed that i do not have to pay even a single Re to airtel and all will be done on priority.But nothing happend.

One of the floor supervisors Ms.Sneha was the biggest culprit of all. I spoke to her on multiple occassions and she promised that everything will be taken care of and the airtel personnel will come to my resd and collect the phone instrument and the modem. I even visited the Airtel ofc in Sec-14 gurgaon, and the staff over there told me that airtel will collect the phone and modem. in 3 business days. This happened on 27th Mar 2010.

even today i spoke to Mr. Nishant, floor sup, and he confirm that all the thimgs have been noted and the billing dept will close this case. He did not have the slightest idea how the billing dept works.

All this meanwhile i have got more than 20 collection calls demanding for payment. The most emabarrasing situation was today when this lady called from this number;[protected]. She was very rude and said she needs a No Obligation sertificate from Airtel.

All the collection calls have caused huge mental stress and I demand compensation for all this mess. I am looking at a compensation of Rs. 10 lacs.

Please help me to resolbe this case oncefo n all.

Regards,
Sachin Soman
[protected]

nitu+

from Mumbai, Maharashtra

Airtel — Repetitive call from Airtel No

I am getting Repeatative call from this No -[protected]

Please let me know the Detail of this NO and Call history of this No in last 2 month

Thanks

uifo.chn

from Chennai, Tamil Nadu

I am from chennai. The same experience here with me. Even the service engineer never come on scheduled time. he used to call me only when I am supposed to be in office. Which makes sense they are not ready to resolve the issue. Even I escalated to the proper group of airtel..seems they are also by name shake escalation group..no serious action taken.

meghadev

from Noida, Uttar Pradesh

Mr RAKESH..

THIS IS TO BRING TO YOUR NOTICE.. THAT THERE IS SOMETHING SERIOUSLY WRONG GOING ON WITHIN YOUR CUSTOMER CARE DEPARTMENT.
THE DISCONNECTION REQUEST PLACED ON 28 MARCH WAS TAKEN BACK ON 31 MARCH WHEN I RECEIVED A CALL FROM YOUR CUSTOMER CARE BETWEEN 11:00-11:30AM. I WAS TOLD THAT AN ENGINEER VISIT WILL BE ARRANGED ONLY IF I TAKE BK MY DISCONNECTION REQUEST. I DID SO AND THE ENGINEER VISITED US ON 1 APR 2012 AT 11:45 AM AND THE CONNECTION GOT WORKING AGAIN.

NOW.. HERE'S THE MISERY.

MY CONNECTION WAS DISCONNECTED ON 2 APR 2012 BECAUSE THE DISCONNECTION REQUEST PLACED ON 28 MARCH GOT PROCESSED. WTH. YOUR REPRESENTATIVES SAY THAT THERE IS ABSOLUTELY NO RECORD OF THE REQUEST BEING TAKEN BK. HAD I BEEN DAY DREAMING OR THE ENGINEER VISITED US FOR THE SAKE OF HAVING A WALK IN THE PARK??

ON 2 APR I PLACED A RECONNECTION REQUEST IN THE EVENING AND WAS TOLD THAT IT WILL BE PROCESSED ASAP. ON 3RD APRIL I CALLED UP TO CHECK THE STATUS (THANK GOD I DID).. AND YOUR EXECUTIVE STATED THAT THERE WAS NO REQUEST PLACED LAST EVENING. PATHETIC!!! BT DEFINITELTLY NOT SHOCKING COZ WE HAVE BEEN USED TO IT IN PAST FEW WEEKS.

ON 3RD THE REQUEST WAS TAKEN AND THE CONNECTION WAS AGAIN STARTED ON 4 APR.

AGAIN.. MY FONE GOT DISCONNECTED ON 8/9 APR 2012. AS THE PROCESS OF 28 MARCH WAS AGAIN PROCESSED... DONT YOU THINK NOW THIS IS FRUSTRATING ENUF.. INSTEAD OF ACCEPTING YOUR FAULT. YOUR EXECUTIVES HAVE BEEN ASKING ME TO PLACE A NEW RECONNECTION REQUEST EACH TIME I CALLED THEM. THIS IS RIDICULOUS.. WHY SHOULD I PLACE A REQUEST IF I HAVE ALREADY TAKEN BACK THE DISCONNECTION REQUEST!!!

AGAIN I PLACED A REQUEST ON 12 APRIL.., PISSED!! AND TODAY ON 17 APR WHEN I CALLED YOUR CUSTOMER CARE, I CAME TO KNOW THAT THE REQUEST WAS CLOSED AS THEY TRIED TO CONTACT ME THRICE ON 13 APRIL AND I DINT TAKE THEIR CALLS. AINCE I WAS BUSY WITH SOME MEETING, I DID NOT ATTEND THE CALLS, AS I THOUGHT THESE WERE JUST OTHER CALLS FROM XYZ CUSTOMER CARES FOR DISTRIBUTING CREDIT CARDS!! BULL CRAP AGAIN AS THE DND SERVICE IS ALREADY ACTIVATED ON MY PHONE AND I AM STILL RECEIVING T HESE CALLS ON MY AIRTEL MOBILE NUMBER..

WHATEVER, THE REQUEST WAS CLOSED, AND I DID NOT RECEIVE ANY NOTIFICATION. THE TYPICAL AIRTEL ATITUDE.

AND TODAY I AM AGAIN BEING ASKED TO PLACE A NEW REQUEST WHICH WILL TAKE ANOTHER 7 DAYS TO GET PROCESSED.. WHAT THE HELL IS GOING ON IN YOUR DEPARTMENTS!! IF THEY ARE NOT SYNCHRONIZED, THAT IS NOT MY GOD FORSAKEN PROBLEM!!

IF YOUR CUST CARE EXECUTIVES ARE NOT LOGGING THE CLIENT REQUESTS, THAT IS NOT MY PROBLEM EITHER... NOW!! HERE I AM.. AFTR ALMOST 25 DAYS... STILL WITHOUT THE AIRTEL BROADBAND CONNECTION WORKING!!

I HAVE CONTACTED THE CUST CARE, THE NODAL OFFICE, THE APPELATE OFFICE!! MADE ATLEAST 100+ CALLS.. I AM BURNING MY MOBILE PHONE BILLS LIKE HELL!!

AND STILL I AM ASKED TO BE PATIENT. DONT YOU THINK THIS IS A CALLOUS BEHAVIOUR!! Y DONT YOU TAKE ANY ACTION AGAINST THE OFFICIALS INVOLVED IN ALL OF THIS CRAP.

WHEN WILL MY CONNECTION BE UP!! AND MIND IT.. I WONT PLACE ANY MORE RECONNECTION REQUESTS AS IT IS NOT FAULT THAT IN THE FIRST PLACE THE DISCONNECTION REQUEST CANCELLED ON 31 MARCH MUST NOT HAVE BEEN PROCESSED!! ENOUGH OF COOPERATION FROM MY END!!

PLEASE RESPOND ASAP!!

AIRTEL HAS ALREADY CAUSED MY ENOUGH INCONVENIENCE AND MENTAL HARRASSMENT!! IF YOU ARE WILLING ENOUGH TO PROVIDE ME WITH YOUR SERVICES, PLEASE DO SO ASAP.. ELSE, OTHERWISE, PLEASE INFORM ME.. SO THAT I START LOOKING FOR OTHER SERVICE PROVIDERS!!

BULL CRAP SERVICE!! IRRESPONSIBLE BEHAVIOUR!! PATHETIC CUSTOMER CARE RESOLUTIONS AND PROMISES!!

meghadev

from Noida, Uttar Pradesh

any lawyer willing to take up this case!! these service providers have been way too careless.. i see many othr such complaints on various other forums. I think its time that we take a stand against these money minting machines who treat the customers with least interest!!