Excitel Complaints & Reviews

Hello Team,

I have an issue with the Internet connection since 5 days, every time the excuse is same but without success.
we (My brother and I) working from home and it's productivity loss and obvious time loss. could you escalate the issue or give me the Nodal office email and/or contact detail to mention this situation precisely.

Thanks and Regards,
Harvinder SINGH

Even though their service available in my area, they are unable to provide connection to me due to issue with local cable operator, he's threatening to disconnect the service if they provide service in my locality.

I was using excitel broadband Internet.I paid 6000 rupees for 1 year Internet plan of 300 Mbps speed.They also took 2000 rupees extra for providing a router.But they are not giving Internet speed of 300 Mbps.I am only getting Internet speed of 20 to 30 Mbps.Very slow speed.I have complained to excitel customer care 40 days back, but I am not getting any resolution.They are not solving my problem nor they are refunding my full money of Rs.8000. They are doing fraud, what is this.If your cant provide promised Internet speed, then why taking payments from customer and running fraud Internet scheme.

Hi I’m rajbir i have buy a plan of 300 mbps but I’m not getting my speed is very slow when I have complained for that they have talk me in inmanerly way that was very disappointed for me so i request you to solve my problem as i ask them to refund my money they refuse to do so. Its my right that if i have pay for something so i should get. If i have not done mistake in paying money so would i am having problem in getting problem in speed . The way their employee talk to me was very hesitating. I dont like that .It is my right to get excellent service from excitel pls solve my issue

I was charged Rs.2000/-at the time of subscription for an upgradation pack on 19/02/22. I made the cancellation request in the same month i.e. Feb'22.
Since then, I have been following up with their customer care continuously for the refund, but till now my request has not been closed.
It has been more than 135 days since I placed the request, in this period I have called innumerable times to follow up for the refund, but everytime i hear the same excuses by their support team on why the money has not been refunded.
Everytime I'm connected to a new customer service executive, to whom I have to explain my issue from the beginning, which has been extremely frustrating for me.
On 10/06/22 I spoke with Akshdeep, and he has assured me that the refund will be processed within 2 days, but unfortunately, which was a false promise.

On 21/06/22 I spoke with Mr.Ajit Prajapati (Supervisor) and he assured me that the refund will be processed within ten days from now i.e. before 30 June 2022. Again this was a false promise.

On 05/07/22 I tried again to get the support but as soon as i am asking to transfer my call to Ajay Prajapati, call is being disconnected.

I am helpless now, cant find any other way to get my money back.

I have suffered a lot of loss in my work due to excitel. There is no fix period. My connection randomly starts getting new problems Every 2-3 days sometimes everyday in a row. It takes a lot of time to solve. after i was tired of the company not permanently solving the continuous problems i was getting, i asked for a refund but they said as it's prepaid we can't give refund. Then solve my problems permanently but no they will make you waste hours of your time in customer care. Sometimes on any desk on pc. It takes 10-20 mins to connect the call. And sometimes the cl gets disconnected and u will have to waste your time on customer care again only for your problem to not get solved. I tried everything so i am 100% that the problem is with excitel for them to not trying to solve the problem permanent by their side. They won't solve your problems permanently, won't give you a good connection. And as they sign contracts with your local service provider so u can't even do something. All you will hear from the customer support is to wait for 24-48 hours or expected time is this and that or observe the network for a few hours. Any problem takes them 15-20 days to solve. And they won't solve any area or any large problem caused by your local service provider who is signed on contract by excitel. And most of the times they won't even pick up your call( service provider) and if they did, they will just fool u by saying wait for this much time or they will tell you to fo complaint on excitel number. Most of the time they aren't sincere and will take a lot of time to solve problem as they don't work for excitel but are only on a contract. The customer service will only tell u expect time is this and that( on an area issue) which is never true. Cause the expected time is to just calm you down. One time they said expected time 4 hours and took 5-6 days to solve the problem. they once stopped my network a day before exam. It's really annoying and i clearly even told them all the problems ( range, speed, high ping and jitter) and told them to solve them properly and permanently (they didn't solve any of them permanently till now and it's been months) or give ne refund but they denied of both.

Dear Sir,

I Got an Excitel Broadband Internet connection activated on 16 May-22 only on paper. I paid ₹4400 for 4 months validity plan (Prepaid on dated ). Physically ground team came on 18 may-22 after so many follow-up to actually make connection Live. They installed wire, router and other required things to make internet working. Later the company extent 2 days validity in plan.
Now it almost more than 1 month has been gone. There is issue on daily basis for no internet connectivity. I asked excitel Customer care to disconnect the connection and refund my amount but they are saying we don’t have refund policy. You can check the complaint history of my account.
Now, I am not getting internet service for which I paid. Also I am not getting my money back.
Excitel is Fraud Company as I am felling now. Please take needful action.

Internet is closed for 48 hours, costumers get dissatisfied on calling the supporter and say 2, 4 hours and the internet remains off, I request you that you can do this company's work.

Just a kind request to everyone that do not fall prey to the services and offers Excitel is providing. One of the worst customer services I ever came across. Check the rating on
Date of Installation - 8th June 2022
First ticket raised - 13th June 2022
Issues starting cropping up from 22nd June where I faced Issues pertaining to frequent disconnection, slow speed issues.
Everytime I raised tickets by calling Customer care and no resolution provided.

The team lead Mr. Jay Pandey was the point of contact who came to my home for documents collection . He assured me regarding the best services provided by Excitel. But it went other way around. He told me different excuses and reasons when I raised the termination request.
Today when I asked him to meet in person since he was not coming to my home to see what exact is the issue, then he suddenly started shouting and started saying that I will raise a false complaint and will see you. So this is the kind of services and behavior of the Excitel employees when customer raises an issue.
No action has been initiated against 2 employees who seems to be a threat to me know.

Below are the emails I have sent to them on [protected]@excitel.com and [protected]@excitel.com.

Email thread:
Hi Team,

I am writing this email with a lot of dissatisfaction and the kind of services I am getting from Excitel. I am thinking right now that I should not have gone for Excitel in the first place.

My user id is XXXXXX1614 and the connection start date was 8th June. Jay Pandey (Team Lead)
from Excitel came to my home to provide the information regarding the plans and also to collect the documents. I asked him to have my router installed (TP-Link Archer AX73 AX5400 Dual Band Gigabit router supporting WIFI-6, 8K streaming, USB Sharing, 1.5GHz Tiple-Core CPU)
rather than the one from Excitel.

The technical team came and they told me that they do not have the ONU device with them and they called their owner from a third party vendor which is SKYMAX (SGM Nagar Faridabad) and asked me to talk with him over the phone . The owner was first adamant and was forcing me to have the Excitel router installed instead of my own router and was saying why you are wasting your money to have the ONU device installed since we are providing the router free of cost.

But when I insisted on having my own router installed and then I asked whether the team is having the ONU device then the answer was a big NO. This was the reason they were not installing the ONU device . But the day before yesterday(22 June) I came to know from the CSE that the plan that I have been offered does not have any downgrade option which Jay Pandey did not tell me when I was asking for my router to be installed.

Everytime I had a call with Jay Pandey he was saying I am new to the company and I did not know regarding the process and the offers that are prevailing. But on the installation day the technical team was asking for 2000 rs for the Router that was installed at my home from Excitel and over the call Jay Pandey told the team that this router is free of cost as a part of the Offer under the Plan. So by looking at the statements here from Mr. Pandey looks like he knew everything from day one.

From 13th June onwards I started facing issues like No connectivity, frequent disconnection and speed issues .

Everytime I had to call the CSE to resolve these issues since the app was getting stuck while raising the tickets. Everytime I have called the CSE I have been told new things regarding the resolutions for the issues.

Day before yesterday when I raised the termination request, Zayd from the CSE team asked me to have the downgrade request for the router so that my router can get installed since the Excitel router was having issues as the session was getting stuck at the router's side as per the conversation with the CSE. So every time I had to restart the router in order to have the issue pertaining to the disconnection get resolved.

Mr. Zayd raised the request under the OTT Plan ticket which I came to know from another CSE when I called a day after I raised the request. I was surprised on that day since CSE was asking that you have to have a separate ticket open to get this request resolved. So she transferred the call to the Senior escalation team member Mr. Mansoor and he raised my ticket yesterday for Device Change and he mentioned the current and new device as same in the ticket and downgrade request details internally under the same ticket (which customer cannot see in the ticket as it is internal to Excitel as per the CSE).

I called Jay yesterday and he told me that the ticket has the same devices mentioned so we cannot do it from our end. The whole issue was that the plan that was offered to me was not having any option to down-grade from the backend ground team and even Mr, Mansoor did not have that option to have it under ticket so he mentioned every detail internally in the same ticket.

So, today again I had a conversation with 3-4 CSE over the phone regarding the status of the ticket but nobody provided any details, just asked me to wait till tomorrow as TAT is 48 hours and only 24 hrs has been gone by.

Just had a conversation with Mr. Pandey who did not know anything regarding the plan offered to me and also was questioning me why in the first place I have asked regarding the refund and downgrade option .

Now, Mr. Pandey has suggested to me that I should pay one month's rent for the current plan and tomorrow 25th June he will offer another plan to me and get that activated and have the ONU device installed at my place.

He was also adamant in saying why you are wasting money on ONU and you can connect your router this way or that way with Excitel and was saying that I have done a lot for you and this is the resolution I am providing.

It seems that after doing R&D for the last 5 days I know a bit more about what Mr.Pandey knows about the processes and information regarding Excitel which seems pretty strange to me :) .

So, I am not sure why everybody is so desperate to have an Excitel router installed at customer's end when the customer is having a fully loaded router which is having a support 5 times as that of Excitel router, more range and firewall built into it which are a few features to mention .

Also, One technician named Maydin Patel misbehaved with me over the phone call. Mr. Pandey provided the Maydin Patel number as I was having issues on 13th may when I raised the ticket. On that day when I called Mr. Maydin he told me that after raising the tickets you can call me directly so that we will resolve the issues soon.

So when I had frequent disconnection issues I raised the ticket and called him and asked him for the resolution and suddenly he started shouting on me over the call and when I asked him to be polite and this is not the way he should be talking he got furious over this and started talking nonsense and asked me have the connection disconnected from the company as I cannot do anything regarding this issue.

I would have raised a police complaint regarding the same but the lady Deepa which I have mentioned above apologised on his behalf and let me know that she will raise an issue with the owner regarding the same.

All this has led to a very disappointing experience which I was not hoping for.
But, I am still hoping that I will get a resolution from your side soon.
Also, I would request that a strict action be initiated against the technician as it seemed a threat to me and other customers .

second email today:
Hi Nodal officer,

I have to write this email again as the team lead Jay Pandey again shouted at me today and he is making vague and void allegations against me and was threatening me over the phone that he will raise false complaints against me .

I have been harassed and mentally tortured over the call today by Jay Pandey. I have no option left but take the legal route now against Mr. Jay Pandey since no action has been taken by Excitel till yet over the complaint filed by me in the above email thread.

Mr. Jay has been providing me false and inaccurate information starting from day 1 and never resolved my issues which I have raised as per his recommendations . He never told me regarding the router downgrade is not possible in the PROMO offer . On day 1 of the installation I asked the technical team to install my router but they did not have the ONU since the PROMO offer, only company-provided routers are installed . When I asked Jay regarding this he told me that he did not have the information and also I as a customer had not asked him regarding the same.

For the last 6 days I have been regularly calling Customer care and raising tickets as Mr. Jay asked me to do so. So that downgrade request can be processed. But he was saying that I am asking my managers to look into it. Today when I called him and asked regarding the status he again said that he is still looking into it and asking his managers to look into it.

He said that there are no issues on Excitel and only you as a customer are raising these concerns . I am not sure how he can talk like this to a customer. He never came to my home to look into the issues I was facing and only over the calls he was saying that I am looking into it.

I can see a lot of issues raised by customers on the app store as well. No body is taking it serioulsy and one thing they do is to harass, mentally torture and shout on calls over the customers. This is really not acceptable . I cannot mention the words he was saying on the call.

I hope someone from Excitel can look into this matter asap.

Didn't get refund amount

I raised ticket April 25th -2022, i got confirmed on May 23th -2020,
1st : I called excutive after day he was give reponse, next didn't lift call (3 times),
2nd : I raised ticked ticket, they was called,
he said next day next day (3 times )<
then after 2 weeks he was talk please call customer care, but 'i got it confirmation

Hi Team,
I request for shifting the connect. But as per Excitel Broadband procedure . They first terminate the connection then shift to new Location.
For this I already submit Router to the Excitel centre on 28 Feb.
It’s been 80 days I’m waiting for the refund.
On 7 April I also Shared my bank details manually for refund procedure to their customer call center and they told me that they are escalating this directly to payment team .
Still I’m not getting any update or refund.
Kindly refund my Deposit money as soon as possible.
Everyday i need to call them they are saying they working on urgent basis but nothing done from their side.
I raised ticket multiple times nothing happened.
Still I raised 3 tickets.
Ticket number- 8494727

I have raised a request to terminate my internet connection which is processed the same day however it's been more than 3 months I m still struggling for my security deposit . Though it was promised by customer care team that I will get my refund in 30 days. Called many times to them but nothing positive responsr I m getting from them.

I have terminated the connection a month ago and refund yet not received.
someone has closed the tickets as well without my consent. Still refund not received.

Tickets:#1320418

We requested for the connection on 18th June and one guy came to our house named Yogesh ( his number [protected]) and took the money stating once the payment is done then only the connection will be done. We trusted the person and paid the full amount for one year service that too 6k.
Now we are continuously calling him and he is not receiving our calls and multiple times we have called customer care every time they say it will be done today and tomorrow. We have requested for refund now and after seeing multiple complaints from other customer we are sure we will not get our money back. This company is a fraud and they are just fooling the people around. This company should be banned and terminated asap.

I've using Excitel for almost 2-3 years. When I applied for a new connection the payment was picked up from my doorstep and and connection device was installed in 1 day.
Now I moved to a new place so I had to terminate my connection. I raised a request for the same. First they asked me to submit the device by hand to their office. and after that they did not give me any receiving of the same. And I'm asked to wait for 30 days to get the security deposit back.
I checked the application for refund status regularly in the application and called the customer care also, they said the refund will take exactly 30 days and will not be completed before that.
Now after 30 days I did not receive any update on the status. I checked the application for status and find that the refund was not possible as they had some issue.
So, i had to call the customer care again and go through the process again. They said they need the account details again now and it will take another 10 days for the processing.

I've been waiting and calling them constantly just to get me Rs. 750 back that should be by contract their responsibility.

Hi,

I have taken a Excitel broadband. Before taking they promised after a payment it will be installed in 1 working days. It beens 15 days it's not installed and no response on refund. I don't want installation, i need refund. It's a fraud company with pathetic service. I don't want to suffer after getting it installed. I have paid 2, 000 refundable deposit for installation and 590 plan charges. I have tried reaching out to their customer care and local agent it's not resolved. It's a organised scam they are doing with clients and their customer care is just for the name same. No proper service from them.

I am extremeley stressed with excitel broadband. I bought the connection in march 2022. Since then i have been facing problems. have registered numerous complaint within just 3 months of buying the plan. Do check the history which are still unresolved.

Frequent disconnection has always been a problem. To my surprise the problem is only in my connection but in my area another susbcriber is using the same plan with no issues.

I used to call excitel care EVERYDAY but to my surprise nobody paid attention and nobody visited. I can write about my 15 complaints here but i'm sure you will find it in history.

Since nobdoy took any resposibility but they took 3 months charges plus 2000 security deposit. Now i have switched to airtel.

Excitel is not refunding my security amount now. When asked multiple times, they made excuses that the person cannot be semt to pickup the router and now i need to go somewhere. I am ready to go but they refused to give my security amount.

I plead to you all please get this resolved. My biggest mistake to buy excitel . They have the worst service ever.

I have all the proofs, screenshots, communication details.

I upgraded my plan few days ago to 100mbs to 300mbs., I have not once received the proper speed. Customer agent of this company are so rude and dumb. The only place your speed get is speedtest.com. everywhere else the speed is between 20-30mb. My download speed on 300mbs plan should be anywhere between 30-36mb per second. I have never even seen 3mb download speed even once. On top of that this company has taught its customer service to ghost and block the numbers of customer whose issue do not get resolve. the customer care has a policy of not speaking on the phone and remain mum, till you are forced to disconnect the call.

Ticket number: 9101547

पिछले 30 दिन से मेरे इंटरनेट की स्पीड 100 से 150 एमबीपीएस के बीच आ रही है जबकि मैंने 300mbps का प्लान ले रखा है कई बार कॉल और ईमेल करने के बावजूद मेरी समस्या का समाधान नहीं हो रहा है प्रतिदिन मुझे कहा जाता है कि आज यह समस्या हल हो जाएगी परंतु पिछले 30 दिन से यह समस्या हल नहीं हुई है

My internet is not working so I raised a ticket. Your service provider Mr. Saahil from Nirmal communication has closed the ticket raised by me without solving the issue as it has increased 24 hours. Your customer care is also not picking calls. I facing one of the worst service from excitel.