[Resolved]  Reliance Communications — Broadband not working due to nonpayment of electricity bills by reliance

Address:

Thiruvananthapuram, Kerala

I own a reliance broadband connection. It stopped working from friday[protected]. I waited till late night for that to get right but unfortunately it didn't happen. So I called reliance customer care and registered my complaint. I got a response stating that my problem would be rectified with in 24 hrs. I placed my complaint on[protected] at 21:50 Hrs.
My complaint reference number is : Service Request ID[protected]On3/2/2017 9:50:56 PM)

Following are the sequence of the events happened after that.

Event No:1: : Next day I was waiting for the reliance personnel to approach us but it was useless as there was not even a single response from their side. Finally after a day long wait, I opened rcom.in and started a conversation in reliance customer support chatbox at around 17:00 Hrs. I was told that my complaint was registered and would be solved by[protected], 21:50 Hrs. I repeatedly explained my situation and also asked them to tell me the issue for the delay in rectification. They were not even giving a single clue and repeating the standard messages again and again like "Your problem was taken on priority and will be solved". I asked for a time frame repeatedly to which they replied that they wouldn't provide time frame for solving the problem. I didn't understand the logic behind this. First in the conversation they told me that it will get solved with in 24 hrs and now they say that time frame couldn't be provided. This went on for hours but their response was the same. Finally I thought of discussing this with customer care at their toll free number.

Event No:2: : Further I called reliance customer care and a guy sitting there listened everything and helped me a bit by giving a clue of the reason for delay in the rectification of the problem. He told me that the reason was "RELIANCE DID NOT PAY THE ELECTRIC BILL (Kerala State Electricity Board)" for their device and so the electricity was terminated for their devices. I was left in a shock on hearing this. This is absolutely ridiculous and cheap. Running a big company like this that too offering internet in which they charge users with bill by due date and disconnects their services upon non-payment of bills. This is really really disgusting. Payment of electric bills is an internal matter of RELIANCE AND KSEB but why should I suffer for that. I pay my internet bill on time and reliance is supposed to provide internet to me for that. But they are so neglect that they don't bother about customer service at all. If the users don't pay the bill for internet services, whether RELIANCE will continue providing services..? If I don't pay the bill on time, will they provide me internet..?
After knowing this, I asked the person for the time frame for the problem to get solved. He promised that my problem would be solved at any cost by[protected], 21:50 Hrs. I repeatedly asked him to confirm the time frame and he promised me the same.

Event No:3: : I waited till 21:50 Hrs on[protected] and my problem was not solved. Then I again called reliance customer care and this time had conversation with their supervisor after a waiting of 30-40 minutes. I explained everything and asked him what was happening. Your person told me that my internet will start working by 21:50 Hrs but id didn't happen. Then the was silently saying SORRY (a standard phase used by these people without any pain) and asked me to wait till the next day after so much resistance and irritation from me. I repeatedly asked him the reason for delay and he was not giving a single clue of the exact reason. He was simply saying that the issue would be solved but he doesn't know when and how. When I directly asked him regarding the Electricity bill issue, he was again silent and promised me that their person would call me today[protected] at any cost and inform us regarding the time frame which didn't happen again. He also asked me write to the appellate authority reporting this issue which I am going to do with in few minutes.

They promised me 24 hrs for the issue to get solved but it has been more than 48 hrs since I registered my complaint and it will be around 72 hours by tomorrow since my internet stopped working . Till now there's not even a single action taken by RELIANCE regarding this and not even a single communication attempt from RELIANCE.

Non-payment of electricity bills is to be viewed seriously and users are not supposed to suffer because of the negligence of your personnel. This is really really pathetic professionalism from your side. It is highly disgusting as well. Many people advised us that reliance customer support in trivandrum is highly poor and useless and not to take a reliance connection but we ignored them as RELIANCE being a reputed company. I deeply regret for being a part of reliance network.

Hope this type of silly issues will not be repeated again and our connection is restored at the earliest.