You Broadband India — Service complaint

Address:

Ahmedabad, Gujarat

I, Sanket Vaishnav had a new broadband connection installed with You Broadband – 4mbps speed, account id: 1250676 on 15th August 2015. I was charged an amount of Rs. 4400/- as 3 months advance subscription charges including the security deposit. When the connection was taken out it was never notified or informed that the subscription charges paid in advance is non refundable if the provider is not able to provide the service. It has been over 20 days since installation and not a single day when the connection has worked the entire day without any issues. The speed is also less than half of the actual subscribed. Since the connection has been set up I have been calling the customer services on a daily basis as the connection is down. For the first week to 10 days I was given a standard answer saying: “THERE IS CONGESTION, FLUCTUATION AND FLAPPING ISSUES IN YOUR AREA. THIS WILL BE RESOLVED IN 4 TO 6 WORKING HOURS WHICH NEVER HAPPENS” After a week of constant complaining about the issues I was said a technician has been assigned. It took 4 days for the tech to visit the location of installation and resolve the issue. Technician name: Ritesh Gupta, ph #: [protected]. The issue was resolved for an hour or so after the technician left and after that it was back to same. The tech advised that he would raise the issue to NOC team and get the account under observation to find out the exact issue and resolve it. However after 48 hours when checked with NOC, they advised they were never updated about my case. I asked for cancellation of the services as they are not able to provide the services and they are denying the refund of the subscription charges that were paid as 3 months advance. When asked for branch head or regional heads info the customer services provide numbers of offices that are never answered. #s[protected] extn 1111 Name: Shweta (Branch Head) I am sick and tired of raising the complaints on daily basis and yet the issue is not being resolved. Also the worst part is for every complaint without even checking with me or notifying me the technical dept closes the complaint and at times sends text msgs saying the issue has been resolved. This is when I have to again raise a complaint saying no one has visited the place to check nor have I received any call and neither is the issue fixed. I am tired of calling the customer services now as the agents are very rude and pathetic with scripted answers. If asked to speak to a manager answer given is: “Manager is not here to take calls or speak with customers over the phone” said by Mr Snehal Patel (Sr Supervisor Customer Service) When asked for employee id or centres location they simply deny declaring that information as they know they would be in trouble. According to them consumer forum does not even exist and it would not make any difference to them if they are reported about the worst kind of services they are providing to the customers. Their legal dept is well equipped to handle the consumer forum. I would like to request you to intervene and try to help resolve the issue as the earliest. Either they can provide the connectivity at the speed that I have subscribed for or cancel the account and issue the refund for the subscription charges.