Inconsumercomplaints.com » Internet & Web » Review / complaint: Airtel Broadband with Landline - Worst Service | News #56512

Airtel Broadband with Landline
Worst Service

I've taken an internet connection from Airtel during Nov'10 and facing the below issues:

1. Installation was not done properly,

2. Was provided a faulty instrument and not yet replaced (even after several follow-ups),

3. Airtel engineer has installed an INEFFECTIVE ANTI-VIRUS PROGRAM - "AIRTEL PC SECURE",

because of which my laptop is infected by viruses.

4. Due to the virus infection the internet speed was decreased (less than 256kbps against the committed

speed of 1Mbps) and now i need to spend in thousands to clean the viruses in my system.

5. I've escalated this issue upto APPELLATE level (since customer care & Nodal failed to resolve the

issue in a reasonable time, DESPITE OF SEVERAL FOLLOW-UPS, ) however i've not received any

proper response.

Against the damages caused, i require:

1. ONE MONTH WAIVER (Rs.1249 taxes)

2. TO MIGRATE TO THE PLAN WITH 1Mbps AT THE RENTAL OF RS. 699/- P.M. – OR TO UNINSTALL THE CONNECTION BEFORE 8TH JANUARY.

I need YOUR help to resolve this at the earliest. So far i've wasted lots of TIME and money.

Below is the extract of mail communication:

From: K S, Sriram (.) ([email protected])

Sent: Wednesday, January 05 11:15 AM

To: '[email protected]'

Cc: '[email protected]'; 'Sriram K S'

Subject: RE: POOR VIDEO STREAMING & DOWNLOAD SPEED!! _044-43057601_40764298 [|BAL|Qrc2583866|]_9841686164

Hello Sir,

First of all I can't understand the style / way of working at your office. I've sent a follow-up mail on 3rd January (refer the attached mail with subject – "Fwd: Acknowledgement Mail), but you have sent the reply on 4th January for the mail I sent on 26th December.

Consider the latest one before writing your reply.

It's clearly mentioned in the attached mail (3rd Jan '11) that I agree the speed problem is because of virus issue in the system. However the virus issue is not because of any 3rd party Anti-Virus software that I've installed but because of your product – "Airtel PC Secure" (I'VE NOT ASKED YOUR ENGINEER TO INSTALL IT IN MY SYSTEM, HE HAS RECOMMENDED TO USE IT) AND IT MADE THE DAMAGES TO MY SYSTEM.

I'VE CLEARLY MENTIONED MY REQUIREMENTS IN THE MAIL SENT ON 20TH DECEMBER (ATTACHED FOR REFERENCE).

BECAUSE OF THE INEFFICIENCY OF THE AIRTEL PC SECURE, I NEED TO –

a. TAKE BACK UP OF ALL MY DATA FROM HARD DISKS,

b. FORMAT THE HARD DISKS

c. INSTALL OS

d. INSTALL ALL THE SOFTWARES THAT I'M USING NOW

e. WASTE TIME ON THESE THINGS UNNECESSARILY AND

f. SPEND MONEY UNNECESSARILY

PLEASE GO THROUGH THE ISSUE PROPERLY AND LOOK AT THE FEASIBILITY OF BELOW OPTION AND GET BACK BY TODAY BEFORE YOUR CLOSE OF BUSINESS.

1. I WANT ONE MONTH WAIVER AGAINST THE DAMAGES CAUSED BY YOUR ANTI-VIRUS PROGRAM (To meet the expenses for the POINTS (a-f) mentioned above)

2. I WANT TO MIGRATE TO THE PLAN WITH 1Mbps AT THE RENTAL OF RS. 699/- P.M. – IF YOU CANT MIGRATE MY CONNECTION TO THIS PLAN, PLEASE UNINSTALL THE CONNECTION WITHIN THREE DAYS FROM TODAY (BEFORE 8TH JANUARY), I'LL GET THE SERVICE FROM ANOTHER ISP.

EXPECTING A RESPONSE AT THE EARLIEST. IF NO ACTION IS TAKEN BY TODAY, I'LL BE FORCED TO BRING THIS CASE TO CONSUMER FORUM. (I've brought this issue to nodal on 9th December yet to get a solution!!)

DO NOT SEND THE SAME STORIES AS IN THE EARLIER MAILS. I'M REQUESTING YOU TO GO THROUGH THE ISSUE PROPERLY

Sriram K S

91-9841686164

%%%%%%%%%%%%%_

From:

Date: Tue, Jan 4 at 5:25 PM

Subject: Re: POOR VIDEO STREAMING & DOWNLOAD SPEED!! _044-43057601_40764298 [|BAL|Qrc2583866|]

To: [email protected]

Dear Mr. Sriram,

Thank you for writing to our Appellate Desk at Airtel.

With reference to your email dated 27/12/10, you have expressed your concern on PC secure & slow browsing for your Airtel fixedline connection 04443057601.

We regret for the delay in response for your concern.

Further to your telephonic conversation with our Appellate Desk at Airtel, we hope that our executive had visited your premises and clarified regarding the slow browsing due to system virus issue.

Further the adjustment of Rs. 275/- towards PC secure rental charges in the invoice number 789115467 has been processed.

It is our privilege to have you as our valued customer and would like to thank you for your continued patronage. We look forward to a very warm and fruitful association with you.

Regards

Appellate Officer

Disclaimer:

For any future interaction please feel free to speak to our call center executive on 121 for any queries and 198 for any complaint or request. You may also email us at [email protected]

You may get in touch with the Nodal Officer with your request or complaint number already registered with call centre, if the issue is still unresolved. You may send an email at [email protected] or you may call at 044-42100356 from 9:30 AM to 6:30 PM Monday to Friday.

If you do not receive a satisfactory response from Nodal officer you may send an email at [email protected] or you may call at 044-42039583 from 9:30 AM to 6:30 PM Monday to Friday.

Appellate Officer

Airtel Telemedia Services

Your response will help us to enhance your experience with Airtel. Please click on the link below & provide us your valuable feedback on this interaction

Click here to provide Feedback.

Or, if you cannot click on the above link, please copy the full URL from below and paste the URL in your web browser.

https://ispeed.airtel.in/iVoiceFeedback/Search/EFViewerDE.aspx? info=7494FF 97293F4177F818EF160F01A788B8C8FFB197B8EEF53878FF6177A838888&refno=Qrc2583866

&&&Original Message&&&-

From: [email protected]

To: [email protected]

Cc:

Sent: 26/12 07:26:37 PM

Subject: Re: POOR VIDEO STREAMING & DOWNLOAD SPEED!! _044-43057601_40764298 [|BAL|Qrc2541544|]

Ive not only expressed my concern on Airtel PC Secure, but also on poor speed,

service and plan change. Please update on those too.

Thanks.

On Sat, Dec 25 at 4:23 PM, wrote:

Dear Mr. Sriram,

Thank you for writing to our Appellate Desk at Airtel.

With reference to your e-mail dated 21/12/10, you have expressed your concern

on PC secure & bill charges for your Airtel fixed-line number 044-43057601.

We would like to inform you that your concern on PC secure has already been

registered with reference number 41246544 and the same would be addressed by

29/12/10, 15:01 Hrs, and also your concern regarding billing has been registered

with the reference number 32425683 and the same is under process.

We seek your co-operation in this regard.

It is our privilege to have you as our valued customer and would like to thank

you for your continued patronage. We look forward to a very warm and fruitful

association with you.

Disclaimer:

For any future interaction please feel free to speak to our call center

executive on 121 for any queries and 198 for any complaint or request. You may

also email us at [email protected]

You may get in touch with the Nodal Officer with your request or complaint

number already registered with call centre, if the issue is still unresolved.

You may send an email at [email protected] or you may call at

044-42100356 from 9:30 AM to 6:30 PM Monday to Friday.

If you do not receive a satisfactory response from Nodal officer you may send

an email at [email protected] or you may call at 044-42039583 from

9:30 AM to 6:30 PM Monday to Friday.

Appellate Officer

Airtel Telemedia Services

&&&Original Message&&&-

From: [email protected]

To: [email protected]

Cc: [email protected];[email protected]

Sent: 21/12 09:38:28 PM

Subject: Re: POOR VIDEO STREAMING & DOWNLOAD SPEED!! _044-43057601_40764298

[|BAL|Qrc2503833|]

Can someone respond to the below mail?

On Mon, Dec 20 at 3:23 PM, K S, Sriram (.) wrote:

With utmost regret, Im writing this note.

Mr. Gopi (9789022055 - Sales person) has come to my house during the first week

of November to get the application form and other documents for the

installation of your connection.

After 2 days, your installation team has come and told me that antivirus

program is free for the customers who have internet connection with speed of

1Mbps and more. Hence Ive accepted to install your anti-virus (Airtel PC

Secure). But its been charged @ Rs. 250 (125*2 - excl of service tax) in the

bill dated 18th December which is totally unfair.

And w.r.t to the below complaint Im receiving calls from various people, but

its not been resolved yet. [Few people I spoke with recently areKarthik

(Nodal), Aishwarya & Anitha (Retention Team ¿ 044-43403250) and another Karthik

(engineer - 9566025212)].

When the engineers (Karthik accompanied by another one) came to my house

yesterday (19th Dec ¿ after 10days of the first mail to Nodal office) for

checking the speed, the download speed was less than 20kbps. You can check with

him the status!! And he said the reason that there are viruses in my system and

thats why the speed is not up to the bandwidth provided (1Mbps).

Im using your anti-virus software based on your engineers (came

This e-mail and any files transmitted with it are for the sole use of the intended recipient (s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies and the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. The recipient acknowledges that Bharti Airtel Limited or its subsidiaries and associated companies (collectively "Bharti Airtel Limited"), are unable to exercise control or ensure or guarantee the integrity of/overthe contents of the information contained in e-mail transmissions and further acknowledges that any views expressed in this message are those of the individual sender and no binding nature of the message shall be implied or assumed unless the sender does so expressly with due authority of Bharti Airtel Limited. Before opening any attachments please check them for viruses and defects.

On Sat, Dec 18 at 9:48 AM, wrote:

Dear Mr. K S Sriram,

Thank you for writing to our Nodal Desk at Airtel.

With reference to your e-mail dated 17/12, you have expressed concern regarding slow browsing for your Airtel account number 16180432.

We would like to inform that your concern regarding the same is already registered with reference number 40997744 and will be resolved by 18/12 by 14:34PM.

We sincerely regret for the inconvenience experienced by you.

Our relevant team will get in touch with you at the earliest and we seek your cooperation in this regard.

It is our privilege to have you as our valued customer and would like to thank you for your continued patronage. We look forward to a long and fruitful association with you.

Disclaimer:

For any future interaction please feel free to speak to our call center executive on 121 for any queries and 198 for any complaint or request. You may also email us at [email protected]

You may get in touch with the Nodal Officer with your request or complaint number already registered with call centre, if the issue is still unresolved. You may send an email at [email protected] or you may call at 044-42100356 from 9:30 AM to 6:30 PM Monday to Friday.

If you do not receive a satisfactory response from Nodal officer you may send an email at [email protected] or you may call at 044-42039583 from 9:30 AM to 6:30 PM Monday to Friday.

Nodal Officer

Airtel Telemedia Services

&&&Original Message&&&-

From: [email protected]

To: [email protected]

Cc: [email protected]

Sent: 17/12 03:00:07 PM

Subject: Re: POOR VIDEO STREAMING & DOWNLOAD SPEED!! _044-43057601_40764298 [|BAL|Qrc2475097|]

Hi - Thanks a lot for the reply. Mr. Karthik from your team spoke to me last

evening and he has assured that your retention team will get back to me with a

better plan, since i expressed that i feel that im not getting the service for

what im paying.

Expecting the call from the concerned team. Ill be glad if i get the call by

today.

Ive attached a file containing my internet usage for the last 2.5 years with

Tata Indicom Broadband. It was an uninterrupted service i enjoyed during that

period. I wished to continue availing their service, but unfortunately i

couldnt Since i shifted my residence from Triplicane to Velachery. The speed

was 2Mbps; it was a time based prepaid plan; at just Rs.1800/- (incl of service

tax) PER QUARTER. (Now Rs. 1750/- and Rs 1000/- recharges are available for 3

months validity). I rarely called their customer care office for

non-availability of service, that too was resolved within 2 or 3days. Ive

never made a complaint of poor speed because they have maintained the quality.

And there is no reduction in the speed after reaching a particular limit of

download, the speed was 2Mbps 24 * 365

When such a kind of service can be provided by Tata Indicom, why it cant be by

AIRTEL?

Thanks & Regards

Sriram K S

91-9841686164

PS: Im paying to Airtel more than twice the amount i paid to TIBB connection,

for a connection speed of JUST 1Mbps (of Airtel) against the 2Mbps speed of

TIBB.

On Thu, Dec 16 at 3:44 PM, wrote:

Dear Customer,

Thank you for writing to our Nodal Desk at Airtel.

With reference to your e-mail dated 14/12, you have expressed concern

regarding installation related for your Airtel account number 16180432.

We would like to inform that your concern regarding the same has been

registered with us with the reference number 40938906 and the same will be

addressed by 18/12 before 13:28PM.

We sincerely regret for the inconvenience experienced by you. Our relevant team

will get in touch with you at the earliest.

We seek your cooperation in this regard.

It is our privilege to have you as our valued customer and would like to thank

you for your continued patronage. We look forward to a long and fruitful

association with you.

Disclaimer:

For any future interaction please feel free to speak to our call center

executive on 121 for any queries and 198 for any complaint or request. You may

also email us at [email protected]

You may get in touch with the Nodal Officer with your request or complaint

number already registered with call centre, if the issue is still

unresolved. You may send an email at [email protected] or you may call

at 044-42100356 from 9:30 AM to 6:30 PM Monday to Friday.

If you do not receive a satisfactory response from Nodal officer you may send

an email at [email protected] or you may call at 044-42039583 from

9:30 AM to 6:30 PM Monday to Friday.

Nodal Officer

Airtel Telemedia Services

&&&Original Message&&&-

From: [email protected]

To: [email protected]

Cc:

Sent: 14/12 09:52:06 PM

Subject: Re: POOR VIDEO STREAMING & DOWNLOAD SPEED!! _044-43057601_40764298

I Can't understand how you commit things. It's mentioned that the issue will be addressed by 12/12 before 15:08PM.

But now it is 14/12 21:50. Nothing has been changed!! I've just received 4 phone calls, inquiring the issue and asking my address. I was frustrated to repeat the same four times. That's it!!

With regrets

Sriram K S

On Sat, Dec 11 at 4:20 PM, wrote:

Dear Customer, Thank you for writing to our Nodal Desk at Airtel.

With reference to your e-mail dated 09/12, you have expressed concern regarding installation related for your Airtel account number 16180432.

We would like to inform that your concern regarding the same has been registered with us with the reference number 40764298 and the same will be addressed by 12/12 before 15:08PM.

We sincerely regret for the inconvenience experienced by you. Our relevant team will get in touch with you at the earliest.

We seek your cooperation in this regard.

It is our privilege to have you as our valued customer and would like to thank you for your continued patronage. We look forward to a long and fruitful association with you.

Disclaimer:

For any future interaction please feel free to speak to our call center executive on 121 for any queries and 198 for any complaint or request. You may also email us at [email protected]

You may get in touch with the Nodal Officer with your request or complaint number already registered with call centre, if the issue is still unresolved. You may send an email at [email protected] or you may call at 044-42100356 from 9:30 AM to 6:30 PM Monday to Friday.

If you do not receive a satisfactory response from Nodal officer you may send an email at [email protected] or you may call at 044-42039583 from 9:30 AM to 6:30 PM Monday to Friday.

Nodal Officer

Airtel Telemedia Services

&&&Original Message&&&-

From: [email protected]

To: [email protected]

Cc:

Sent: 09/12 09:46:05 PM

Subject: Poor Video streaming & download speed!! _044-43057601

Hi Sir,

I'm not getting a proper response from the customer care as well as from your agent who have installed the connection.

First of all i suspect the connection is not properly installed. I've chosen the Home-shop plan 1249 (2 landlines 1DSL) and got it installed last month (Nov'10)

A box has been set inside the compound of my premises and only one landline has been connected to that. I cannot find where the other landline and the internet connection line (044-43057601) has been connected to. I was not given a proper response in this regard.

Secondly, please find attached document for the download speed, browsing speed and video streaming and let me clarify on the below:

1. Do you want me to pay 1250 tax for a speed less than 100 kbps??

2. Your own homepage is taking more than 10 minutes to open!!

3. Poorest video streaming: Just a 50 second video takes more than 10 minutes to load!!

4. Monthly payment for an improper installation!!

Expecting a proper reply at the earliest.

Sriram K S

9841686164


Company: Airtel Broadband with Landline

Country: India   State: Tamil Nadu   City: Chennai

Category: Internet & Web

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