Tikona — Unserviceability of broadband for more than 20 days.

Address:

New Delhi, Delhi

Dear Sir/Mam, This is in respect of my Tikona broadband internet connection. My account I'd is [protected] with 4 Mbps plan. I had been using this connection since last 5 months. In the first week of August, my connection started developing problems with intermittent connectivity. Sometimes it used to give proper speeds whereas sometimes it won't connect at all. We called up customer care number and they told to follow certain steps to ensure problem is not from our side ( like switch off n switch on wifi modem, bypass the modem n connect it directly, restart the laptop etc.). We did all that but to no avail. We called up customer care manyatimes but they told that as per their check I am getting proper connectivity and they are unable to check any problems from their system. On further follow up, i was told, that my complaint will be attended within next 24 hours. Next day inspite of no attempt of rectification of the fault from Tikona, and the internet still being unserviceable, I received a message that your complaint has been resolved even without a single communication. Next day automatically, the connection got serviceable. However the problem didn't end here. It worked okay for a couple of days and again it became unserviceable. I then, again started the entire procedure of calling up the customer care number, waiting for a long time then again following the same steps of switching on switching off the modem, disconnecting it, etc. but to no avail. This continued for 3-4 days and every time I called up, I used to get replies like, your complaint has been registered and will be resolved in 24 hours, your complaint has been escalated and will be resolved soon, an engineer will be assigned in next 12 hours, an engineer has already been assigned, has he not contacted you ? I will mark it as urgent etc. Finally, after all these futile efforts, I tried to find out the fault and identified it. To my horror, i found that due to faulty installation, there was water seeping into the POE box (inside the house) from within the sleeve of the cable running from the external unit on the terrace. Having identified the problem, I was hopeful, that the problem will now be rectified, so I again started calling up the customer care and explained the entire problem. However, there was no change in the outcome and the issue was not resolved for many days. Finally, frustrated and convinced that the problem will not be solved, i sent a request for disconnection of my internet over email, to the customer care and Mr J Nair the appellate authority on 14 Aug 15. Promptly I received an auto reply mail from both the ids stating the request number and also request for cooperation from my side for a period of 10 days, within which the complaint would be resolved. It was followed by a call from customer care saying that an engineer would be visiting the same day. No engineer visited on that day, After repeated follow ups for next two days, an engineer was assigned on 19 Aug 15. However, he neither did physically come nor did he speak to me. He tried contacting me on my cell which due to network problems was not available. On seeing 3 missed calls from a number between[protected] h, I called up the number at 1800h. Mr Roopesh was the engineer. He told, he won't be able to come now and assured that he will come the next day in the afternoon. Next day also he didn't visit and on calling him up, didn't receive my calls. On 21 Aug again after calling up number of times, he picked up the call and said that the complaint has been closed. On asking the reason, he told, he called up and visited the house but it was locked, which is absolutely false. (My house is never locked as we are a joint family and many members are always at home at any given time). I even checked up from the society's guard room and they also confirmed that nobody had come after checking the entry register. Today even after more than 20 days since the unseviceability of my connection and more than 15 days from the request for disconnection, no action had been taken. I request you to kindly look into the matter and provide me guidance for dealing the matter. This has caused me and my family lot of inconvenience, and loss of mental peace due to repeated follow ups inspite of genuine problem and no fault of ours. We have been so patient and cooperative all this while, but now its too much. Thanking you for your kind listening and hoping a favourable guidance and resolution from your side. Regards, Squadron Leader JK Mehta.