I am a new customer to Airtel Broadband Services. My broadband services got activated on 2nd March.
I opted for the 1300 INR plan and I stay in the Viman Nagar area in Pune.
I am was very happy with the speed of the internet speed. But this happiness was to be short lived. :(
The broadband service suddenly stopped working on the 26th March morning.
Now the problem starts.
26th March - I called up Airtel Support on this day. I got a response that there is a back-end problem and false Commitment from Airtel Customer Support that the service will be up in 48 hours.
28th March - As the broadband service was still not working, I decided to call up customer support. The Customer Support informs that the broadband cable is cut and the local political parties are not allowing fixing it. There is no deadline.
29th March - Service still not working! Talked to customer support executive (Name - Miss Kumada) in the morning. I got another false commitment that I will receive a callback before 1800 hrs. Obviously I did not receive any calls.
01 April - Service still not working! Talked to customer support executive (Name - Mr. Sushil Kumar) in the late evening. He informed that there is no deadline for this problem as nobody knows how much time it will take.
I asked him to inform Billing department so that the issues around the services is considered during bill generation. The executive informs that I will have to speak to billing department myself.
And when I asked to give the call to a supervisor, then the call was put on hold and eventually the call got dropped automatically.
Questions to Airtel Broadband service provider
1) Why is the valid permit not taken from government bodies before laying out cables in any area??? Why should the customer consider the problems between Airtel and local politicians?
2) Who will bear the losses which I have incurred due to unavailability of services?
3) Why is the customer forced to contact thousands (exaggeration) of departments??? In this case why can’t the technical support department coordinate with the billing department to take care of billing???
4) How can the customer executive just drop the call when an escalation is demanded?
Sukant Panda
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