I took a new connection in April from Airtel for Broadband and IPTV. The plan was a Combo plan of Rs 1199 for which I paid initial deposit of around Rs 1750, they told me that I will be given a wireless router cum modem, set top box and landline connection. They also told that no separate billing of router cum modem is done since it is provided along with IPTV connection and consists of 1 year warranty.
My toubles atarted when on 8th of july I called customer care to upgrade the plan from 2 MBPS/10 GB to 4 MBPS/30 GB, executive told that since this plan doesn't exists along with IPTV plan so in your case the process for same will be:
- Your IPTV will be disconnected
- Connection will be upgraded
- IPTV will be reconnected with a TOP UP costs.
Although sound weird but anyways I agreed to the fact thinking that this might be the process at their end.
I was told in next 7 days (by 14th of july) everything will be done. As expected nothing happend till 14th of july so I began calling customer care daily for an update but they always made an excuse and said it will be done in next 24 hrs. I kept calling them till 19th July when they performed disconnection of my IPTV. I tried to access my internet to check if pan has been upgraded but to my surprise I was not even able to connect to Internet. I again started same marathon of calling customer care to understand why internet is not working. During this process many of their service engineers visited my home, I received around 30 calls daily from different guys of Airtel and none was able to resolve the problem.
I again called customer care (by this time it was already 22nd july) and they told me that your connection was terminiated due to some back end fault in your society. I again checked during night if connection was working or not but as expected it was not working. Next day a engineer (from IPTV team) visited my home to perform TOP UP, he checked why internet is not working and came to the conclusion that your router cum modem is faulty and you need to get it changed by calling customer car. So again marathon began, I called them several times and after which they admitted that yes its been only 3 months since you took connection, so it will be replaced by us. Their Engineer named Mr. Deepak (mb no 8826291473) again visited my home, checked and confirmed that yes your router is not working (although useless action since already I was aware of same but anyways) and I will go and bring new for you. I kept calling him and his supervisor Mr. Sunil (mb no 8826291500) for whole day, finally they said if you can produce bill then only we can change your connection or else you need to pay for the router cum modem again. What the hell!!!
I got them connected with the person who installed the IPTV at my home in April on phone. That guy confirmed them that we have not given any bill to me since it was IPTV combo plan and no bill is supposed to be given. But Mr. Sunil said since his IPTV is no longer part of this connection we can't change it without bill. (I am not sure how do I generate a new bill for same).
I again called customer care, they too clearly denied the fact saying that without bill nothing can be done, I told them I was not given any bill by installation guy but just the enrollement form in which I have all details. They put me on a hold and I guess nobody came back for next 20 mins and finally call got DISCONNECTED.
Now in last 21 days I called Customer care around 50 times, received daily around 20 calls from different employees of Airtel and finally:
- My Internet is not working
- MY IPTV is not working
- My Monthly bill is getting generated
- My conenction hardwares are in warranty (as to this Airtel also agree that we give 1 year warranty) but since I am not able to produce bill they will not change it.
I am not sure how will I produce a bill when Airtel itself agrees that they have not given me one.
Please let me know if their is any way out of this or should I at last go and flood our judicial system with one of my complaint also. I think that I must visit consumer court so that these guys should learn about proper process and the best a few people learn only when they are told to pay fine.
My Airtel landline number 0120-4296342
My Mb Number: 9582244918
Place: Indrapuram, Ghaziabad
Nivesh Tripathi
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