Knet Solutions Private Limited (cherrinet Broadband Services) — Complaint against cherrinet for failure to resolve broadband issue

Address: K NET SOLUTIONS PRIVATE LIMITED No. 229, Kutchery Road, Mylapore, Chennai - 600004.

Website: www.cherrinet.in

Dear Sir/Madam,

I am writing to formally lodge a complaint against Cherrinet, my internet service provider, for their failure to resolve a broadband service issue despite multiple reminders and follow-ups.

I am a customer of Cherrinet Broadband services and my customer id is 10026006.

My broadband connection was down since 6th Dec 2024. I registered my first complaint on the same day via Cherrinet customer service helpline and was provided with the complaint reference number[protected]T00340). Since then, I have followed up daily via customer service helpline and email ([protected]@cherrinet.in), but there is no follow up action from them and no action has been taken to resolve the issue.

This lack of response and service violates the service agreement and has caused significant inconvenience, affecting my ability to do my office work. Every time I call their helpline, I keep hearing the same rhteoric that the issue has been escalated to be backend, but nothing happens. There is no escalation path to escalate the issue to higher authorities. Every time I call, I can only communicate with the first level support and hear the same thing. This has affected me mentally in addition to causing serious impact on doing my office work.

I have already attempted to resolve this issue directly with Cherrinet by:

1. Sending emails on the following dates:
Sat, 7 Dec, 2024 at 1:24 pm
Sun, 8 Dec, 2024 at 10:08 am
Sun, 8 Dec, 2024 at 11:02 am
Mon, 9 Dec, 2024 at 12:17 pm
Mon, 9 Dec, 2024 at 7:59 pm
Mon, 9 Dec, 2024 at 8:08 pm
Tue, 10 Dec, 2024 at 2:29 pm
Tue, 10 Dec, 2024 at 8:44 pm

2. Calling customer support on the following dates:
Fri, 6 Dec, 2024
Sat, 7 Dec, 2024
Sun, 8 Dec, 2024
Mon, 9 Dec, 2024
Tue, 10 Dec, 2024

Unfortunately, these efforts have been ignored, and the issue remains unresolved.

In addition to the above issue, I faced frequent broadband disconnection issues. The list of dates of previous service failures:
18 Jan 2024
19 Mar 2024
28 Jun 2024
18 Jul 2024
22 Jul 2024
30 Sep 2024
09 Nov 2024
13 Nov 2024
25 Nov 2024
06 Dec 2024 (Current issue for which the complaint is raised)

I request the Consumer Grievance Redressal Forum to take strict action against Cherrinet and ensure:

Immediate resolution of my broadband issue (OR) Cancellation of my account and provide the refund amount proportionate to the remaining period (including the compensation for the days where the service was not available)

I kindly request that you treat this matter with urgency and take the necessary action to resolve it. I am available to provide further information or clarification if required.

Thank you for your attention.

Sincerely,
Ravikumar Sivasankar