Reliance Broadband — RELIANCE BROADBAND pathetic service, negligence from technical team

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Chennai, Tamil Nadu

Hi This is Pradeep Chandran from Chennai, I am Reliance Broadband customer since November 2012. User ID: [protected] Complaint ID:[protected] dated 20th April 2015 Since November 2013 I've been facing frequent connectivity issues and EDP shutdowns. 2013 November 29th - December 26th - Connectivity Issue ( no internet for a whole month) 2014 January 8th - January 23rd - EDP Shutdown June 8th- June 20th - EDP Shutdown August 14th- August 21st - EDP Shutdown & Connectivity Issue November14th- November20th - Connectivity Issue [protected] December 29th 2013 - January 8th 2015 - EDP Shutdown Since i had frequent issues regarding EDP Down, during the month of December when there was outage, i had a visit to the residence where this so called EDP was installed, which is two buildings away from mine, and came to understand that it was intentionally shutdown because of rental due for five months which was supposed to be sent by Reliance to the owners. When i called the customer service they had an answer ready "fibre cut", after explaining the issue in detail they registered the issue and gave me request id. After repeated phone calls and shouting to the customer service employees and repeated calls to the Appellate authority they finally fixed the issue on January 8th 2015. April 19th- till date (May the 9th)- EDP Shutdown From 19th to 23rd April, 23rd - untill now (9th May) Connectivity issue ( no internet till now) Connectivity issue from 23rd onwards On 19th of April the problem started again with EDP down, as i knew where the problem might be i registered a complaint with the customer service Exec. Mr. Sudarsan on 20th April 12.20 am, stating the issue and mentioning EDP shutdown. As always they promised me with 24hrs resolution crap. The next day called the Appellate authority Mr. Sivamaran answered the call he said has spoken to the local field technician Mr. Ramesh and he said there is a fiber cut issue in the locality and will be resolved within 24hrs, Even after mentioning the EDP issue he insisted that the problem was fibre cut. Since 21st April i have been calling them everyday to check for update and every time they say "technical team is fixing the issue, it is complicated so it will take some time". It's been three weeks without connection, I really don't understand what kind of issue they are fixing till now. Each time they give me an excuse saying 'give us two days' 'three days' 'until Monday' '24hrs' and so on. Last time i called them the Exec. said "they are laying cable and will take till monday, to get permission from EB". After making several calls to the Appellate authority and them making fake updates and promises and misleading statements it is clear that they have no intention of resolving the issue because the issue must have been created by the technical team itself for some stupid reason or they are incapable of handling such issues. Until now i haven't received any calls from the technical team or the Customer service team no one has yet visited the spot where the problem is and they are making stuf[censored]p to fill in the report. The customer service team and Appellate authority just answer the calls from customers and they communicate with the technical team, the local field technician make up some irrelevant goofy update like fibre cut. At the end of the day the technical team either closes the issue without resolving or makeup some irrelevent or misleading statement and says 'tomorrow it will be resolved'. People i have contacted regarding this issue Mr. Samundeswaran (Reliance Head Office, Haddows Road, Nungambakkam, Chennai) Appelelate Authority Executives (Chennai) Mr. Sivamaran Mr. Satish Mr. Sekar Mr. Murali Local Field Technicians patched through the Appellate Authority Exec. Chennai Mr. Ramesh ( updated me that issue is fiber cut) 20th April - 4th may Mr. Dinakar (Updated with issue reg. permission from EB on 7th May 2015) Customer care Exec. on 20th April 2015 (Registered the issue) Mr. Sudarsan I dont know who to trust or what to believe, even though i know its pointless to write here, but after going through tons of complaint given by Reliance customers in these consumer forums and having been gone through this crappy service, i thought this might be a source of info for others. A word to other fellow Reliance Customers out there, 90% of the time when there is a connectivity issue the problem is with the EDP, it may be regarding shutdown or power failure, another 10% is IP issue which resolves by itself after a while. And for proof for negligence/ignorance of these Exec. as a response to this complaint some stupid Exec. will respond stating " We have noted your complaint and the same has been forwarded to our customer service team. They will get in touch with you directly to resolve your concerns.” or " We apologize for the inconvenience caused to you. This is to inform you that your problem has been escalated and our concerned team is working on the resolution. We will get back to you shortly" without reading it fully and just by changing the name.