| Name of Complainant | |
| Date of Complaint | February 5, 2020 |
| Name(s) of companies complained against | Airtel |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
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I Mr. Omkar V. Engineer having Airtel DTH connection no. 3015964026-001 & 002, would like to bring to your kind attention the following :
1) I had recently purchased an airtel internet set-top box just 5-6 months back, but was facing issues of slow down & at times hanging of the set-top box for past 1 month.
2) On registering complain with your tele-executive, a technician visited my house & on inspection of the set-top box, informed that it is the inherent problem with the said model.
3) The technician also informed that even if he exchanged the set-top box with a new set-top box of same model/make, the issue will still be there & again after 2-3 months I may face slow-down/hanging of the set-top box.
4) The technician advised that instead I should go for the newly launched set-top box known as “Xstream” which was available at an exchange price of Rs. 2,200/-.
5) I had argued with the technician & later on with the customer care executive as well with your area manager Mr. Ashish Pandey that this is deficiency of service. If the company knew that the internet set-top box was have such issues, then in the first place they should have not sold it. And if the issue is there then they should replace with a set-top box where such issues of slowing down/hanging would not happen.
6) The Area Manager Mr. Ashish Pandey expressed his regret on the matter & said that he is not in position to replace the set-top box and I have no option but to go for the newly launched “Xstream” set-top box.
7) Eventually, with option left, yesterday i.e. 04.02.2020 I opted to purchase the new “Xstream” set-top box & your technician Mr. Nawaz visited my home & did the necessary set-up.
8) Mr. Nawaz (technician) informed that within an hour or so the set-top box will be activated & I can continue to watch my TV as usual.
9) But it is close to almost 22-23 hours & the set-top box is still not activated. All my efforts to get answers from your customer care executives have gone in vain as no one is giving proper answers to my queries, nor anyone is telling me what is the problem & why its taking such long time to activate my set-top box.
I hope you will look into the matter & help resolve the issue at the earliest.
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