| Address: | JioFiber in Kaipukur area of Shibpur, Howrah |
| Website: | www.jio.com |
I applied for a JioFiber connection on 27th February, 2021 and it was sold to me by Uddipta Hazra, a correspondent salesperson from Jio. I have prepaid JioFiber and have recharged my account until 8th Jan, 2022.
The internet connection was working fine until 10th September, 2021. On 10th, my internet stopped working and I saw an inactivation alarm on the router. So, I registered a complaint with the JioFiber support with the service request ID SR000016LT2G.
On 11th September, a service engineer called Bikash Sau (Gupta) visited my premises and investigated the matter. He stated that the fiber optic cable was somehow damaged and needs to be changed. However, he said that this cannot be done directly as the length of the wire that was sold to me was over the company allowed limits. Apparently, my house is approximately 120m away from Jio's FAT box and the company's permitted maximum wiring length is 80m. So, he demanded payment for the extra wire. He argued that the salesperson (Uddipta Hazra) should not have sold me the connection as it is over the limits. Indirectly, it meant that Uddipta has cheated me and the support is no more responsible for getting my issue resolved. I tried contacting Uddipta regarding this, multiple times, but he doesn't pick up my calls. I was dragged into Jio's internal politics.
The wire is not my property. The home gateway and the wiring belong to Jio and they're the ones responsible for replacing it if anything goes wrong. When I raised the point, Bikash argued with me and left without solving the problem. For the next couple of days, I kept on following up with the Jio support to get my issue resolved without any luck. They kept scheduling the engineer visit at my premises and the engineer kept avoiding all visits. On 14th September at 1:32 AM, the complaint was marked as resolved and the ticket was closed without anything being actually resolved.
I subsequently tweeted and raised another complaint (SR000016NGI4) with the JioFiber support. This time two engineers (Sagar Pathak and Abdul Mustak) visited my premises and ranted about the same story where Uddipta has apparently cheated me and advised me to change the connection as the support would anyways put my ticket on 'hold' status. It simply means that Jio cannot provide me support as the salesperson (who himself is an employee of Jio) has cheated me. They however, after some internal discussion, created a new wired connection anyways. However, it did not work. The internet connection was not working even with the new fiber optic cable. So these two engineers blamed that the FAT box was damaged and needs repair. They went off without solving my issue and stated that it would take around two days for the internet connection to be back. Suprisingly, yet again, the ticket was falsely marked as resolved and closed on 17th September at 0:57 AM.
At this point I tweeted to JioCare asking whether I'll get back the prepaid recharge money that I've already paid (as mentioned before, I've recharged for 6 months beforehand) if I surrendered the connection. They clearly stated that amount cannot be refunded. Which now means my remaining validity until 8th Jan, 2022 is lost.
I raised a couple of more complains with the Appellate Authority and Jio support with tickets (SR000016P3F0 and SR000016P36P). But this time the support is absolutely quiet and is not responding to my queries over email. I've made this case abundantly clear to them as to what is going on. I'm without internet service since 10th September, 2021 and I've not been served any justice because of Jio's internal politics. Either Uddipta Hazra has cheated me or Jio support doesn't want to work. I'm extremely hesitant about switching carrier / ISP as I've already recharged my account till 8th Jan, 2022. I'm absolutely stuck and devastated with the internet issue.
Any help to get this issue resolved is extremely appreciated. The damages are worth around Rs. 5000 /- if I have to switch ISP without any resolution. People don't have proper employment during the pandemic and earning their bread through hard work and Jio here is cheating people and robbing them off their money.
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