Airtel Broadband
Broadband disconnected without being requested

My airtel broadband connection got disconnected and the Customer Service told that it is because the customer asked for it. I explained that I'm the customer and did not request it, they denied. I asked to speak with the manager and was re-directed to Ms. Saraswathi and explained the issue. She said that someone by the customer's name called and requested for the disconnection. When I questioned her about the security measures for such requests, she said that a confirm call would be made to the customer before the disconnection process and that such a call was made to 24-12 on my hubsand's mobile number. The only call that from Airtel that we received on that day was a call confirming the Billing name change that we had requested earlier. When I explained this, she said that she will audit that call and let me know the details. She called later and said that the request for disconnection was placed after the back-end support team had called my husband on that day and that they did not have any audit for that call. She was not willing to accept the mistake that they had made and instead said that she will escalate the issue. The broadband connection is being used in my office and because of this issue, we were not able to work for more than 3 hours and we also had to call Airtel customer care many times during this. Our work got affected because of this and we ended up apologizing to our client for the delay in the work. Finally Airtel activated the connection, but still it was not working. Ms. Saraswathi asked us to check after sometime and call back customer care if it doesn't work. My husband asked them to call us back and follow up with the issue, since it is difficult to call the customer care each time and explain the issue every time, but she simply refused and when we persisted, she simply disconnected the call. If a manager behaves in such a way, to whom should one escalate the issue. We are still waiting for a call from the department to which she had escalated the issue. Such bad service and customer care support unreasonable. We have already started looking for another broadband service provider, but the stress caused by Airtel in unforgettable.

Please look into this issue and help us.

Company: Airtel Broadband
Country: India
State: Tamil Nadu
City: Chennai

  <     >