[Resolved]  Reliance Broadband — Frequent internet disconnection

Address:

Thiruvananthapuram, Kerala

I have a very bad experience with Reliance broadband service support. Being an automation engineer I knew what the problem was but Reliance broadband customer services took me for a ride every time when such a complaint arose and I had to finally request for a service termination yesterday. The network all of a sudden disconnects, intermittently during afternoon until late night. It is very very annoying when all of a sudden the net goes off while you are at serious work and again comes back at random. The complaint was lodged when situations became worse on 7thApril'12. Every time I call the customer care, I always get a 24 hrs assurance at resolving the issue and went on and on until 10thApril.

I suspect that it was due to internet congestion when a network or it's subnet exceeds its bandwidth or when the traffic is not judiciously distributed and allocated to subnets by the system administrator. The DHCP server was found not releasing a dynamic IP during the above mentioned periods and was causing the disconnection. Finally after lot of commotion and inconvenience they seems to have resolved it on 10thApril. I could see that my network IP which used to be 124.x.x.x has been changed to 123.x.x.x . This change has apparently solved the problem. In technical terms, a mediocre system admin would have been able to solve this by an IP change in less than 5 minutes. However, I have requested a service disconnection/ termination since such a service is not what any customer would expect when you pay around Rs1700/- per month (unlimited plan) for internet alone. I was their customer for over three years and of late, their customer support has deteriorated beyond tolerable limits. I was even advised by one of their customer support guys to go to consumer court to claim damages.

I am surprised that there seems no litigation in this country (frankly, I am not aware) to protect customers from such low quality service and big service providers such as Reliance get away with it. Is there any TRAI guidelines protecting customers from such situations?. Any advice on this is welcome.

Thanks,
Ramesh T. J. Nair