Idea Wifi — Idea WIFI Internet not working since 2 weeks | |||
It has been more than 2 weeks that we are facing our internet issue and till date we have not received a resolution for the issue. Hence, we were left with no option rather than seeking help from this forum. We have opted for the PUN800 plan which comprises of 30 GB data at 2Mbps speed and there-after 512kbps unlimited. Since the second day of installation, we have faced issues in our connectivity. But the recent issue has been persisting for more than 2 weeks now and still we have not received any resolution. Issue: Our internet is not getting connected and if its get connected, the connection keeps on fluctuating and the speed that we receive is well below the range that has been mentioned. We receive speeds of 400kbps-600kbps and it keeps on fluctuating and the connection also times out. We have provided screenshots for your reference. We also checked if our internet usage has exceeded 30GB and its well inside the range (approximately 10-12GB consumed and 18-20 GB remaining). We can provide the usage history on request. We have raised multiple complaints with customer care and whenever we call to ask the status, we are handed down with a new complain number. Mentioning a few for reference (TCT[protected], TCT[protected], TCT[protected], TCT[protected], TCT[protected]). After raising so many follow ups, we received a call from a technician last week. As we work on weekdays, we asked if it would be convenient for him to come in the evening or on the weekend, to which he readily agreed. But he never turned up. Whenever, we called him on the weekend, he would say he would come within an hour and eventually at 3pm, he mentioned another person would come if we call him. When we called the other person, he didn't answer our calls, and on calling the technician again, he too stopped responding to our calls. Thus spoiling our whole weekend and still our problem did not get resolved. Now, when we called the technician on the weekday, he agreed for the visit. When visited, he mentioned that the problem is with the access point and nothing wrong with our internal connection. He also mentioned that another technician would visit us the next day and would resolve the issue. The day after another technician visited our house and said, he is not aware of what the issue is and again blamed the Idea Wifi connectivity is the issue. He mentioned that the access point signal is fluctuating and not sure as to what needs to be done. He said, he would report this to the higher management and would get the issue resolved by tomorrow by changing the access point. It has been 4 days now, and we have not even received a call yet regarding the status of our complaint. Now, no one is even responding to our calls. As a result of this, we have to work late hours in office, we are not able to connect with our relatives out of state, we are not able to prepare for our company exams etc. We expect an immediate resolution to our problem, uninterrupted internet connection, refund for the days we faced problems in our connection. Kindly help us with a resolution for the issue. We have not mentioned names of technicians and their phone numbers so as to protect their identity, but can provide them on requirement. Please ask us in case of any issues or in case any other clarification is required from our end. Regards, S Thomas (+91 [protected]) Was this information helpful? | |||
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Dear Customer,
We wish to inform you that the matter is currently being followed up and we will revert to you at the earliest.
Thanks & Regards,
Customer Care, Idea Cellular
We wish to inform you that the matter is currently being followed up and we will revert to you at the earliest.
Thanks & Regards,
Customer Care, Idea Cellular
Respected Team,
I would like to begin with thanking your team for at least looking into my issue. But my issue has only been looked at and neither has my issue been resolved nor have I got a resolution/reason for the issue.
I had received a call from an Idea person and I had an engineer visit our house to resolve the issue. I have mentioned about my interaction with both of them below.
Engineer Visit:
- Last Sunday, I had an engineer visit our house to check our issue. Earlier we had a separate box for our connection (which was the promise made to us if we took the 6 month connection by the sales executive who visited our house). But now, the engineer visited our house and plugged in our connection into a common separate box and took our box away.
- We had no choice but to accept what the engineer said as we were out of connection for more than 2 weeks.
- On Sunday July 26, 2015, our issue seemed to be resolved and we had our connection up with a decent speed.
But starting Tuesday July 28, 2015, our issue has started again. For the first few of days i.e. Tuesday (July 28, 2015), Wednesday (July 29, 2015) and Thursday (July 30, 2015), we just observed the speed fluctuating, and thought that some maintenance work would be going on.
But the situation has worsened after that. Now our plan as mentioned above in my original post is PUN800 where-in I am eligible for 35GB at 2Mbps and thereafter 512 kbps. But I am receiving a speed of approximately 200-400kbps which is even less than 512 kbps and this too keeps on fluctuating. We tried contacting the technician, but he had mentioned that we need to message him instead of calling and so I have messaged him, but I have not received any reply from him.
Call From Idea:
- I had received a call from Idea on Friday noon (July 31, 2015) in regards to the complaint I raised. I had mentioned to her that my internet issue is not yet resolved and I am still facing fluctuating speeds and the connection is breaking off. To which, she asked me for my customer id, so as to monitor my speed. I being at office during that time, could not give her the customer number as I didn’t have the number handy. The idea person said, she would call me later for the same and since then I have not received any call and my complaint has not been addressed.
I have attached a few screenshots for reference and have saved screenshots of all days and at different intervals to show that my internet connection is not working.
Along with the above issues mentioned in my original complaint, kindly add the below issue too to my list.
Windows 10 Upgrade:
- I hope you all are aware that every registered Windows 7 and Windows 8 user is eligible for a free upgrade to Windows 10 for a limited time. As I am a registered user, I have received the invite for the free upgrade. But due to the slow and fluctuating internet connection, I am unable to get my upgrade done. The Windows 10 Operating system costs around $119 (which as per today’s dollar rate of Rs. 63.85 costs around Rs. 7598.15 ). Can anyone let me know if I would be getting the operating system upgrade paid by Idea WiFi in case I loose the opportunity for the free upgrade??
Online Banking:
- I tried to purchase one online item, but the connection always failed at the payment site and hence I could not buy the item and now the item is out of sale.
There are several more instances of issues which I am facing because of my broadband connection not working.
I hope, someone would look at my issue and give me a permanent solution as I believe that you all would agree that paying for a monthly connection and getting a working connection for only a couple of days is not fair for any customer.
Looking for a positive and permanent fix to my issue.
Kindly feel free to call me in case of any issues.
Regards,
Shiju Thomas.
+91 [protected]
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I would like to begin with thanking your team for at least looking into my issue. But my issue has only been looked at and neither has my issue been resolved nor have I got a resolution/reason for the issue.
I had received a call from an Idea person and I had an engineer visit our house to resolve the issue. I have mentioned about my interaction with both of them below.
Engineer Visit:
- Last Sunday, I had an engineer visit our house to check our issue. Earlier we had a separate box for our connection (which was the promise made to us if we took the 6 month connection by the sales executive who visited our house). But now, the engineer visited our house and plugged in our connection into a common separate box and took our box away.
- We had no choice but to accept what the engineer said as we were out of connection for more than 2 weeks.
- On Sunday July 26, 2015, our issue seemed to be resolved and we had our connection up with a decent speed.
But starting Tuesday July 28, 2015, our issue has started again. For the first few of days i.e. Tuesday (July 28, 2015), Wednesday (July 29, 2015) and Thursday (July 30, 2015), we just observed the speed fluctuating, and thought that some maintenance work would be going on.
But the situation has worsened after that. Now our plan as mentioned above in my original post is PUN800 where-in I am eligible for 35GB at 2Mbps and thereafter 512 kbps. But I am receiving a speed of approximately 200-400kbps which is even less than 512 kbps and this too keeps on fluctuating. We tried contacting the technician, but he had mentioned that we need to message him instead of calling and so I have messaged him, but I have not received any reply from him.
Call From Idea:
- I had received a call from Idea on Friday noon (July 31, 2015) in regards to the complaint I raised. I had mentioned to her that my internet issue is not yet resolved and I am still facing fluctuating speeds and the connection is breaking off. To which, she asked me for my customer id, so as to monitor my speed. I being at office during that time, could not give her the customer number as I didn’t have the number handy. The idea person said, she would call me later for the same and since then I have not received any call and my complaint has not been addressed.
I have attached a few screenshots for reference and have saved screenshots of all days and at different intervals to show that my internet connection is not working.
Along with the above issues mentioned in my original complaint, kindly add the below issue too to my list.
Windows 10 Upgrade:
- I hope you all are aware that every registered Windows 7 and Windows 8 user is eligible for a free upgrade to Windows 10 for a limited time. As I am a registered user, I have received the invite for the free upgrade. But due to the slow and fluctuating internet connection, I am unable to get my upgrade done. The Windows 10 Operating system costs around $119 (which as per today’s dollar rate of Rs. 63.85 costs around Rs. 7598.15 ). Can anyone let me know if I would be getting the operating system upgrade paid by Idea WiFi in case I loose the opportunity for the free upgrade??
Online Banking:
- I tried to purchase one online item, but the connection always failed at the payment site and hence I could not buy the item and now the item is out of sale.
There are several more instances of issues which I am facing because of my broadband connection not working.
I hope, someone would look at my issue and give me a permanent solution as I believe that you all would agree that paying for a monthly connection and getting a working connection for only a couple of days is not fair for any customer.
Looking for a positive and permanent fix to my issue.
Kindly feel free to call me in case of any issues.
Regards,
Shiju Thomas.
+91 [protected]
Respected Team,
An Update!!!
An engineer visited our house after I dropped him a message on his mobile as per his requirement.
As mentioned above in all the complaints, I have been receiving fluctuating Internet speeds. We mentioned the time also to the engineer and he said that he can only check the connection now and can't send the information that I have saved for them as its not in the format that they requested for.
The Internet was working a bit better that time and so he sent the information with the working speed to his team. He mentioned that he would check the same in the evening and once visited by him, he too noticed the fluctuating speeds of Internet.
When asked if he has reported the issue to the management, he said he has informed the management and the customer care for the same, but there is no action yet taken from their side. They are still monitoring the speeds of the connection.
When I speak to the customer care/sales person, they say its the problem with my connection only and the remaining customers are not facing any issues. Being a customer, why should I be worried about the speeds of other connections? I am only worried about my connection and this kind of statement is not expected from the customer care or the sales team.
Also, we have got some neighbours who are using Idea connection and they too are facing the same issue, which proves that the statement said above is incorrect and false.
The technician mentioned that he needs the speed test screenshots in a specific format using the "tracert" command. Hence have collected the data in the same format. Also attaching them here for reference along with the speed test.
Again a new month has started and 7 days are over and I am still waiting for a resolution for my connection.
I cannot believe that to solve a consumer complaint, it takes more than 2 months, when the SLA promised is between 24-48 hours.
This surely proves the importance that the IDEA team is giving to a customer complaint / issues.
Still waiting for a resolution from the IDEA team.
Regards,
S.Thomas
+91 [protected]
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An Update!!!
An engineer visited our house after I dropped him a message on his mobile as per his requirement.
As mentioned above in all the complaints, I have been receiving fluctuating Internet speeds. We mentioned the time also to the engineer and he said that he can only check the connection now and can't send the information that I have saved for them as its not in the format that they requested for.
The Internet was working a bit better that time and so he sent the information with the working speed to his team. He mentioned that he would check the same in the evening and once visited by him, he too noticed the fluctuating speeds of Internet.
When asked if he has reported the issue to the management, he said he has informed the management and the customer care for the same, but there is no action yet taken from their side. They are still monitoring the speeds of the connection.
When I speak to the customer care/sales person, they say its the problem with my connection only and the remaining customers are not facing any issues. Being a customer, why should I be worried about the speeds of other connections? I am only worried about my connection and this kind of statement is not expected from the customer care or the sales team.
Also, we have got some neighbours who are using Idea connection and they too are facing the same issue, which proves that the statement said above is incorrect and false.
The technician mentioned that he needs the speed test screenshots in a specific format using the "tracert" command. Hence have collected the data in the same format. Also attaching them here for reference along with the speed test.
Again a new month has started and 7 days are over and I am still waiting for a resolution for my connection.
I cannot believe that to solve a consumer complaint, it takes more than 2 months, when the SLA promised is between 24-48 hours.
This surely proves the importance that the IDEA team is giving to a customer complaint / issues.
Still waiting for a resolution from the IDEA team.
Regards,
S.Thomas
+91 [protected]
Dear Customer,
We wish to inform you that your complaint for GPRS has been resolved to your satisfaction. For further assistance, kindly contact our Idea customer care helpline.
Thanks & Regards,
Customer Care, Idea Cellular
We wish to inform you that your complaint for GPRS has been resolved to your satisfaction. For further assistance, kindly contact our Idea customer care helpline.
Thanks & Regards,
Customer Care, Idea Cellular
Respected Team,
I wish to inform you that my complain has not been resolved and I am still facing the issue. Please don't make assumptions and close the complaints without resolving it.
Regards,
S. Thomas.
+91 [protected]
I wish to inform you that my complain has not been resolved and I am still facing the issue. Please don't make assumptions and close the complaints without resolving it.
Regards,
S. Thomas.
+91 [protected]
Respected Team,
As I have mentioned above, my issue is not resolved yet and attaching the screen test results for your reference.
Kindly provide a resolution as per my fulfillment and not just a statement as made above.
Regards,
S. Thomas.
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As I have mentioned above, my issue is not resolved yet and attaching the screen test results for your reference.
Kindly provide a resolution as per my fulfillment and not just a statement as made above.
Regards,
S. Thomas.
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We deeply regret the inconvenience. We have noted your concern and we have your contact details. We will get back to you at the earliest.
Thanks & Regards,
Customer Care, Idea Cellular