| Name of Complainant | |
| Date of Complaint | September 16, 2024 |
| Name(s) of companies complained against | RELIANCE JIO INFOCOMM LTD. |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
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I, Cherish Mathew Joseph, am writing to formally lodge a complaint against Jio Air Fiber, a service provided by Reliance Jio Infocomm Limited. I subscribed to Jio Air Fiber on 6th July 2024, expecting reliable internet service. However, my experience has been unsatisfactory due to persistent issues that have not been resolved despite numerous attempts.
Details of the Complaint:
Service Issues:
Since the installation of Jio Air Fiber, I have been experiencing significant problems with the service, specifically high packet loss and high ping. These issues have severely impacted my ability to use the internet effectively, affecting both my personal and professional activities.
Complaint History:
First Complaint (22 July 2024): I initially registered a complaint regarding the service issues. The complaint was closed on 25 July 2024, with a message stating that an engineer had visited and resolved the issue. However, no technician had actually come to address the problem, and the issue remained unresolved.
Second Complaint (1 September 2024): A second complaint was lodged, during which a technician called and stated that he could not resolve the issue as it required action from the backend team. The technician advised me to call customer care to close the case. I subsequently informed customer care on 8 September 2024, and a new case was opened. I was promised that the backend team would contact me and offer compensation if needed. Despite this, no contact was made regarding the matter.
Inadequate Technical Support:
Over the past three months, I have made multiple calls to Jio customer service seeking resolution for these issues. Technicians have been sent to my home on several occasions, but they have been unable to resolve the problem. Each technician has stated that the issue can only be addressed by the backend team. Despite these assurances, no effective action has been taken, and the problem remains unresolved.
Misleading Communications:
Whenever Jio has sent me messages claiming that the issue has been resolved, I have found that the problem persists. These messages have been misleading, as the high packet loss and high ping issues continue unabated.
Poor Service Quality and Data Handling:
I have provided all necessary data and information as requested by Jio to assist in diagnosing and resolving the issue. Despite this, the service quality has not improved, and the persistent issues remain unresolved. The lack of effective resolution and communication has caused considerable inconvenience and frustration.
Request for Relief:
Given the ongoing issues and the lack of effective resolution from Jio, I respectfully request the following:
A thorough investigation into the issues with my Jio Air Fiber service.
Immediate resolution of the high packet loss and high ping issues.
Appropriate compensation for the inconvenience caused due to the poor service quality and unresolved issues.
Clear and honest communication regarding the status of the service and any corrective measures being taken.
