Excitel Complaints & Reviews

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.

I bought Excitel, i get problems every single week and they don't believe that connection has any problem they won't change the router or check their connection. They only ask me to reboot my router everytime there is a problem. Most of those idiots aren't even knowledgeable. I'm only using it coz i bought 12 month plan. I will change it. Also those people have increased there prices by 1k on annual pack( and every other pack) they are making fool of every user. There connection is unstable, you can't open any government website using their fiber connection and can't use wifi calling too not gaming ping is always higher than 150 ms. I even submitted screen recording of the loading and everything but they were fixated on "open and search that icon pack u were opening in that video in Google Play" & not seeing the problem I'm facing!! They said they can't do anything coz at the time they called and screen shared connection wasn't buffering.

I have already advance payment for this company but not receivad my internet connection and router.
I have go to this company toll free
no.[protected]/[protected]
costumer supporter not answer my call
Registration date:29/05/2022
Registration id:[protected]
Ticket number:9004044

I've talked to them multiple times regarding my refund and when will i get it.

But no response in these directions.

They beat around the bush. But no answer to when I'll be refunded.

I've all proofs, screenshots and call recordings.

Excitel Broadband removed internet connecton from my local area without intimation, for which i have opted for a 4 months plan of 3000 rupees. I raised complaint with them for refund of money, but there was no response from them. And I could see lot of other guys had same issue, where Excitel is not refunding money.

Tickets raised:
1273515 - refund of plan amount 3000
1232627 -. refund of device amount 2000

They are least interested in resolving refund issues.

For the past 4 Days I am unable to use internet services from Excitel and whenever I call them i have to be on hold for almost 15-20mins and after that when someone connected they disconnect the phone call. and this thing is going on for past 4 days in a row now. when you cant provide services then why you promising, you should cancel your services when you cant even provide services.

No Internet

I have taken Excitel broadband connection in March 2022.
From the date i have taken the connection am facing many Internet stability and internet Speed Issues.. Complaint to Customer care and raised many Issues in their APP.. But till now they didnot resolve the issue and not giving any solution to my issues..
Due to this improper unstable connection, I could not use it for my Work purpose and need to depend on other backup connection every day..

I request to take a action on these guys so that they should not do this to any one...

Sir, excitel is worst network provider company, they didn't provide good service or good network connection to their customers as they promise at the time of new connection installation, also after so much disturbed from their bad network connection I terminate my connection and told them to collect device from my place and refund my security deposit but it's been 2 days since I terminate my network and they didn't collect ONU Router Device from my place, and also they didn't ready to refund my security deposit which is 1000 rs., I request you to please solve my problem as soon as possible because 1000 rs. is huge amount for any middle class family.
Thanks and Regards
Hitesh Garg