I. Overview
The Complainant has endured mental agony due to over five months of persistent, deliberate, and systemic harassment and denial of service by Reliance Jio Infocomm Ltd. since June 2025, resulting in severe disruption of daily life, professional work, and mental well-being. This is not a case of simple technical failure; it is a pattern of corporate negligence, fraudulent reporting, misbehavior by engineers, and denial of lawful grievance redressal and escalation, compounded by call drops, misinformation, and obstructions at every stage of escalation.
Key impacts include:
Total internet outage and repeated, intermittent, random disconnections across any number of devices, particularly in the evenings and nights, lasting up to 15-20 minutes at a time, severely disrupting work and communication.
Continuous mental stress, frustration, and hopelessness, caused by repeated unprofessional conduct, false service closures, and complete lack of reliable customer support.
Repeated denial of lawful escalation rights as mandated by TRAI and the Consumer Protection Act, 2019.
Wasted over 150+ hours of time, effort, and resources through endless service requests, more than 30 engineer visits, over 50 phone calls, multiple ignored National Consumer Helpline complaints, and obstructed appellate escalations — all resulting in the same frustrating loop of disservice.
II. Chronology of Events
[protected]:
Two engineers visited during a power outage, arriving without uniforms or identification. Saying Jio didn't provide them.
They promised to return once power was restored. Just five minutes after they left, electricity returned. When the customer called them back, one engineer said they could not return, despite their earlier assurance.
An argument followed: the complainant had already been without internet for two days, while the engineer insisted service would resume the next day.
The engineer then falsely marked the SR as “Customer Not at Home” without the complainant’s knowledge or consent. At the time, the complainant wasn’t checking SR updates in the MyJio app, as this was their first complaint. The false closure was later disclosed by a Jio call representative — a revelation that came as a shock.
This marked the first deliberate denial of service, breaching basic trust and service responsibility.
[protected], 16:27: After learning of the false closure, Jio customer care (toll-free) raised a new ONT replacement request (SR00002F8PIT).
[protected]: The SR(SR00002F8PIT) was closed without resolution; two other engineers (no i'd or uniform) arrived without the new router and were therefore unable to replace it. Marking day 3 of no internet for complainant.
13/[protected]: The router was unofficially replaced (this change was not reflected in the MyJio app). The replaced router failed within 2–3 hours, leaving the customer intermittently without internet. The engineer promised to return if the problem persisted, but no engineer ever came back for any follow-up complaints.
Total: 6 days × 24 hours = 144 hours of complete internet outage and deliberate negligence by engineers. and sustained random intermittent disconnections followed.
[protected]: A new complaint (SR00002FJ6H3) was filed due to recurring intermittent disconnections. An reset and update done on the router, but the service remained unstable, leaving the customer without stable internet for 18–24 hours.
This marks the start of prolonged, systemic harrasment of the complainant.
Violations: Deficiency & denial of service, unprofessional conduct, and falsely closed SRs.
Emotional impact: Customer felt extreme helplessness and frustration, compounded by repeated exposure to Jio’s misleading system and lack of human accountability.
2. Escalation and Recurring Issues[protected] –[protected]
[protected]: Internet issues intensified (SR00002F1292)
Frequent disconnections, unstable bandwidth, and suspected faulty router persisted.
Despite earlier complaints, no lasting resolution was provided.
[protected]–[protected]:
The customer repeatedly tried to reach real human support through various channels but was met only with automated systems and no escalation path.
[protected]: Filed 1st NCH Complaint No 7521991, highlighting:
Deliberate Neglect & Ghosting of Customers:
Jio has been deliberately avoiding real customer interaction. After onboarding, support is virtually inaccessible.
Despite ongoing technical issues, no access to real human support was available.
Customer Care Scam Pattern:
The JioFiber helpline system automatically raises engineer visits without giving the customer a chance to explain the problem.
Upon calling, the IVR system responds with:
"We've detected internet issues, hence this request has been raised."
If the customer cancels the automatically raised request, the system falsely marks it as “resolved/closed”, creating a loop that prevents actual resolution or escalation.
Engineer Visit Mismanagement:
Engineers repeatedly:
Did not show up at the scheduled time, without i'd or uniform
Came without required equipment, such as routers citing order delays.
Provided no diagnosis or meaningful update
No engineer visits more than once or twice, needing explaination to each new person.
Unprofessional Engineer Conduct:
During visits, engineers:
Showed casual and dismissive behavior
Entered the home, one of them sat watching reels on the customer’s sofa, while the customer stood trying to explain the issue
Did similar troubleshoot in all visits, mostly limited to changing the router’s power, with no proper diagnosis or understanding of the root issue
Named Engineers (Mangesh Kodape, Prajwal Sawane, Shammit, and one more):
These engineers all visited together, were specifically asked to show ID or wear uniforms, to which they refused and mockingly replied:
"Sit with your problem until an engineer comes in uniform and shows ID."
Also informed about earlier falsification of records by "Customer not home" update by engineer.
False Service Labels:
Multiple service tickets were falsely closed as “problem solved” or “customer not at home, ” which were factually incorrect.
Technical Issues Persisted:
Despite multiple visits and equipment changes, connectivity issues — frequent disconnections and unstable speeds — continued.
No proper diagnosis was ever conducted.
Requested in Complaint 7521991:
Immediate and real resolution of the broadband issue
Escalation of the matter due to ongoing service negligence
Action against false service logs and engineer misconduct
Access to actual human support, not automated loops
This complaint was never responded from Jio, blocking escalation and showing negligence.
[protected]: Multiple service requests (SR00002FFX32) were auto-raised and cancelled without proper resolution.
03–[protected]:
The customer repeatedly tried to reach real human support through various channels but was met only with automated systems and no escalation path.
[protected]: Filed 2nd NCH Complaint No 7638692 (Grievance Reg. Date:[protected]:17:26), reinforcing unresolved and worsening issues:
No response to prior complaint[protected] filed over 3 weeks earlier.
Internet issues persist — frequent disconnections, suspected faulty router, and no proper diagnosis even after multiple visits.
New router failed within 2 hours; engineers continued repeating the same basic steps (mostly just restarting power).
Helpline auto-dispatches engineers with the message: "We've detected internet issues..." — without any human interaction. Cancelling these leads to false “resolved/closed” status.
Engineers arrived without ID or uniforms, behaved unprofessionally (e.g., watching reels), and when asked for ID, one said:
"Sit with your problem until an engineer comes in uniform and shows ID."
Tickets were closed with false reasons like “problem solved” or “customer not at home.”
No continuity or escalation path, forcing the customer to repeat the issue repeatedly to different agents.
Complaint described Jio’s conduct as systematic negligence and harassment of a paying customer.
Demands included:
Proper technical resolution
Action against misconduct and falsified logs
Direct human escalation channel
Legal/regulatory action i[censored]nresolved
Impact on Customer:
Mental distress and frustration due to prolonged unresolved issues, false closures, and lack of real support
Repeated loss of time, having to explain the same issue to different agents and chase fake updates
Humiliation during engineer visits, including rude behavior, lack of ID, and dismissive remarks
No access to human support, trapped in a loop of automated calls and engineer dispatches
Loss of trust in Jio’s systems, with tickets closed falsely and no escalation path
Harassed despite being a paying customer, forced to escalate externally
Emotionally and mentally exhausted, pushed toward legal and regulatory escalation due to Jio’s systemic negligence
3. Appellate Authority Escalation[protected]
On[protected], the customer first called Jio’s Appellate Authority contact number as listed under TRAI guidelines. However, the representative informed that complaints cannot be lodged via phone and directed the customer to escalate via email.
Accordingly, the customer formally escalated the matter via email to Jio’s Appellate Authority, as per the process mandated under the TRAI Telecom Consumer Complaint Redressal Regulations, 2012 (Amended).
Despite fulfilling all statutory requirements — including provision of a valid Registered Mobile Number (RMN) and multiple Service Request (SR) references raised within the last 90 days — no Appellate Docket Reference Number was issued, violating TRAI Regulation 8(3), which obligates the Appellate Authority to:
Acknowledge the complaint within 3 working days, and
Resolve the matter with a reasoned written response within 39 days.
Instead, the customer was repeatedly redirected to first-level support (WhatsApp, helpline, MyJio, engineer visits), which had already proven ineffective — amounting to a deliberate denial of appellate access.
This redirection violates the appellate process defined by TRAI and constitutes systemic obstruction of redressal.
Additionally, the customer faced:
Evasive, autogenerated responses, despite clearly structured and legally framed communications
False justifications such as missing SR or RMN, even when those had already been provided
Deliberate misrepresentation o[censored]nrelated service requests (e.g., SR00002L2X4J) as resolved, while ignoring the actual operative SR (e.g., SR00002LC2G5)
Repeated harassment through fraudulent closures, refusal to escalate, and ignoring documented evidence of ongoing service failure
No engineer visit even 48+ hours post-complaint, in direct violation of SLA and consumer’s right to timely service
Legal and Regulatory Violations:
Section 2(11) – “Deficiency” in Service, Section 2(47) – “Unfair Trade Practices” under the Consumer Protection Act, 2019
Deliberate denial of service, misleading communication, and false ticket closures, all actionable under CPA and Bharatiya Nyaya Sanhita, 2023 (for cheating and breach of trust)
TRAI Redressal Regulations 6(5) and 8(3) — failure to accept a valid appellate complaint and issue a appellate reference number within the mandated timeframe
Customer’s Final Legal Notice (Dated[protected]:
The customer, in a final escalation, formally placed the following on record:
Evidence of fraudulent SR closures and engineer manipulation using OTP-based false “resolutions”
Preservation of video, screen recordings, and correspondence for legal proceedings
Formal demand for written resolution, compensation, and immediate issuance of the Appellate Docket Reference Number
Notice of escalation to the District Consumer Forum, TRAI, and Ministry of Consumer Affairs, including a demand for:
Full refund (3 months of disrupted service)
Compensation for harassment, delay, false reporting, and mental agony
Disciplinary action against responsible Jio staff for misleading and obstructive behavior.
5. Consumer Court Filing[protected]
The case (Ref:[protected] was formally filed with the Nagpur District Consumer Disputes Redressal Commission due to ongoing and unresolved broadband service issues with Reliance Jio. Despite multiple attempts to escalate the matter, Jio has failed to issue an Appellate Reference Number, which is required for escalation under the grievance redressal process, thus obstructing the resolution of the issue. This is in direct violation of TRAI regulations, including Clause 6(5) (failure to resolve complaints within the prescribed time limit) and Clause 8(3) (failure to acknowledge or issue an Appellate Reference Number).
The filing includes comprehensive evidence such as a full chronology of events, copies of two NCH complaints, email communications with the Appellate Authority, video recordings of engineer visits, and documentation of repeated outages and router failures. These records clearly highlight the service provider’s negligence and misconduct. Despite numerous requests, Jio has consistently delayed or manipulated data, provided shifting deadlines, and failed to meet regulatory obligations.
The legal action was taken without waiting for the full 39-day appellate period due to Jio’s deliberate obstruction of the statutory escalation path, which further exacerbated my emotional distress and the time spent preparing the case. The process has significantly diverted attention from daily responsibilities and caused considerable mental strain.
The relief sought includes:
Immediate restoration of a stable broadband service
Refund of subscription charges
Compensation for mental agony, harassment, wasted time, and repeated negligence
Accountability for engineer misconduct and systemic failures
Directions for Jio to follow proper grievance redressal procedures
This filing presents an opportunity for Jio to resolve the matter promptly and amicably, preventing further escalation, unnecessary resource expenditure, and additional legal consequences.
6. PG Portal Complaint Against Jio[protected]
Complaint DOTEL/E/2025/0055118 filed detailing:
Over 5 months of harassment and negligence
Automated SR closures, unprofessional engineers, repeated outages
Total denial of functional human support
Demand for compensation and subscription refund
Impact: Demonstrates escalation beyond NCH and consumer court, underlining systemic failure of Jio.
7. PG Portal Complaint Against TRAI/DoT[protected]
Complaint DOTEL/E/2025/0055129 filed due to:
TRAI/DoT failure to enforce grievance rules
Appellate reference number never issued
Customer forced to remain trapped in endless service loop
Impact: Highlighted systemic regulatory neglect and continued denial of rights.
[protected]: Reminder After Jio Mumbai Call
False Info: Rep wrongly claimed 2.4 GHz Wi-Fi range is only 5-6 meters, which is inaccurate.
Network Fault: Engineer Sourang, few days earlier, admitted the router wouldn’t accept ADMIN password, confirming fault with Jio’s system, not user setup.
Misdirections: Call felt like another attempt to misdirect and minimize issue asap.
Legal Evidence: 3+ GB of recordings and logs for ongoing court case (Ref:[protected] cited by complainant.
[protected]: 2nd Reminder – Call Dropped
No Continuity: Another rep from Mumbai office had no knowledge of the issue history, just asked if problem is resolved.
Dropped Call: Call was abruptly disconnected after 13 minutes, showing sheer apathy and lack of accountability from Jio.
Ongoing Issue: Same unresolved technical faults and unprofessional behavior from engineers.
Final Demand: Assign one person to handle the case with full authority, ensure resolution within 24 hours, or I will escalate further.
[protected]: Unfulfilled Promise of Escalation and Continued Apathy
On 16th October 2025, the Case Res Manager (CRM) from Jio called to assure me that the matter would finally be escalated to someone who could address all my concerns and ensure a proper resolution. This was supposed to be the breakthrough in the months-long ordeal I had endured.
However, as of today (21st Oct), no further response has been received, and this promise of escalation remains unfulfilled. Instead, the same circular pattern of negligence continued, highlighting the complete ignorance and apathy of Jio’s customer care system.
[protected]: An engineer was dispatched once again to verify the issues, despite verification, no contact has been made. This engineer’s visit was just another wasted attempt to divert attention from the underlying issue and further delay resolution.
No Response: Despite the promise of escalation, I have not received a follow-up email, call, or any acknowledgment from the CRM or Jio’s higher authorities.
Impact:
Deeper Frustration: This lack of follow-up only reinforces the frustration, as it shows a deliberate disregard for customer concerns.
False Assurance: The CRM’s promises of escalation now appear to be empty words, further eroding any remaining trust in Jio’s customer service.
Ongoing Violations:
Negligence and Deliberate Delay: The continuing failure to provide a timely resolution, compounded by repetitive and ineffective engineer visits, demonstrates a persistent pattern of negligence.
Misleading Customer Care: Promises of escalation are simply empty assurances to pacify customers, but no real action follows.
[protected] Escalated to PG Nodal Officer, Secretary for DoT, TRAI Chairman, Telecom ombudsman due to willful negligence clearly shown by Jio's CRM.
Summary of Issues Experienced
Internet Outages & Disconnections:
[protected]: Major blackout lasting nearly 144+ hours (6 days), until the router got replaced unofficially by engineer, severely disrupting personal routines and professional work. And that router failed within hours as well.
Recurring Issues: Continuous disconnections from June to August 2025, especially during evenings and nights, with outages lasting up to 15 minutes at a time.
Lack of Support: No proactive resolution, no technical explanations, and no escalation despite numerous complaints and follow-ups.
Misreporting & False Closures:
Jio's system gives engineers the discretion to hold, transfer, or falsely close service requests (SRs) as they see fit, without regard for actual resolution.
It is standard practice for engineers to misrepresent complaints (e.g., marking "customer not at home") and close cases prematurely without resolution, such as leaving without completing necessary tasks (like router replacement).
This authority granted to engineers enables them to avoid accountability and leads to frequent misreporting, fraudulent closures, and a complete lack of proper service resolution, with no proper escalation or transparency for the customer.
Engineer Visit Loop:
Jio’s customer support pushed me into an endless engineer visit loop, where the same issue is escalated to engineers without resolution, continuing for over 5 months.
Engineers repeatedly visit, attempt repairs, but fail to solve the issue—leaving me without a working connection and forced to restart the cycle again. This has been an ongoing nightmare, with no permanent fix in sight.
TRAI Violations:
TRAI violations were committed when Jio denied the issuance of an appellate docket reference number after I attempted escalation on 18th August 2025.
This deliberate obstruction of escalation not only violated consumer rights but also bypassed TRAI’s guidelines requiring transparency and accountability in grievance redressal.
Such practices demonstrate a clear violation o[censored]nfair trade practices and deficiency of service under TRAI regulations, further intensifying the emotional and mental suffering I’ve endured due to the company's persistent negligence.
Time & Energy Wasted:
Over the course of the past 5 months, I have wasted 150+ hours dealing with this issue, spending 30+ visits by engineers and making 50+ calls to customer support.
Despite this, I received nothing but obstruction, negligence, and repeatedly failed resolutions in return from Jio.
Emotional & Practical Impact:
Extreme Agony: Continuous emotional distress, crippling anxiety, and daily disruptions affecting work and personal life.
No Accountability: Repeated attempts to resolve the issue through follow-ups led only to increased mental strain. The emotional toll of chasing fixes is unbearable.
Violation of Consumer Rights:
Unfair Trade Practices: False reporting, lack of resolution, refusal to provide basic service as per contractual obligations, and denial of appellate docket reference number as per TRAI guidelines.
Agony & Negligence: The prolonged and ongoing failure to provide the promised service has caused emotional and mental suffering, with Jio’s actions amounting to intentional negligence and denial of rightful service.
Human Impact: They have led me to a point where I feel like I am being treated as less than human—is this how you deal with people? The complete lack of empathy, coupled with ongoing obstruction, has stripped me of basic human dignity, all while Jio continues to take payments without delivering on its promises.
Cumulative Impact:
Exhaustion & Hopelessness: Unresolved service failures, the ongoing emotional strain, and personal life disruptions have left the customer exhausted and feeling trapped by Jio’s indifference, while Jio continues to collect payments with no resolution or accountability. Jio has consistently multiplied my frustration and emotional stress with each failed attempt at resolution.
Regulatory Violations:
TRAI Redressal Regulations Clause 6(5): Failure to resolve complaint within 39 days—exceeded by 60+ days
TRAI Clause 8(3): Failure to provide appellate reference number or acknowledge appellate complaint
Consumer Protection Act 2019 Sections 2(11) & 2(47): Deficiency in service and unfair trade practices
TRAI/DoT: No response or action taken despite formal complaints and reminders
My Demands:
Immediate acknowledgment of complaint and issuance of proper reference number by Jio's Appellate authority as mandated by TRAI
Prompt intervention by TRAI/DoT to ensure Reliance Jio assigns a dedicated senior official for resolution
Thorough investigation into Jio’s systemic negligence and regulatory non-compliance
Compensation: I now demand compensation of ₹2, 00, 000 for the prolonged harassment and mental agony caused by Jio’s sustained negligence and the failure of their multiple promised resolutions, along with ₹3, 000 refund for disrupted service for almost 6 months now from Jio.
Written response from TRAI/DoT within 48 hours detailing steps taken
Written apology from Jio acknowledging failure, misconduct and your systemic negligence.
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