| Name of Complainant | |
| Date of Complaint | February 26, 2019 |
| Name(s) of companies complained against | Airtel |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I am very disappointed with the service Airtel has provided me in resolving my Internet issue ever since I was ported to VFiber, which I never asked for and Airtel enforced onto me. My Airtel Broadband connection(08060607519_kk) is having frequent disconnection issue as well as internet speed drop.
Resolution to both my issues is to reboot my router and my connection is back to normal.
I have been registering complaints with Airtel since 2 weeks now, which you could validate at your end with my call/SR history. And with no permanent resolution till date.
I reported my first issue on 13th Feb, the case as per Airtel customer care agent is being closed and I was told this is closed without HAPPY CODE. I can assure you that I have not provided HAPPY CODE and not sure how this is closed. (SR # 104644356).
My second SR # is 104859896 which was opened on 20th Feb and still open. I spoke to Ms. Renuka who is your floor supervisor on both 13th and 20th Feb and was assured a closure on this but has failed to keep to her promise.
On 23rd Feb I noticed speed issue (which I used to ignore earlier) and called to report this to customer care and the SR # 104859896, was reopened again and assigned to technician since I was told there is not much customer care agent can do and Technician has to be involved to be resolved.
I spoke to your floor supervisor, Mr. Prasad on 23rd Feb to explain the situation since the Technician visiting are not capable of resolving the issue but I was told they are also helpless and will have to be assigned to Technician to resolve.
Mr. Prasad as well promised (as usual) that he will follow up and ensure closure, but again in vain.
All your technician who has visited my home few times are not able to identify the issue all they have done is changing R11, cable from airtel post pole to my router. The guy who visited my home today reset my router as they claim the stats from there end looks all good.
Every time I call the helpdesk, I get to hear – I AM SORRY WE WILL FIX THIS ISSUE, LET ME SEND A TECHNICIAN from your phone agent.
And the TECHNICIAN WHO VISITS IS ONLY INTERESTED IN CLOSING THE SR AND CONSTANTLY PRESS ME TO PROVIDE THE HAPPY CODE.
The Technicians who visit my home are not able to provide any logical/technical resolution. They are just wasting my time visiting my home. They hardly spend 15 mins on resolving issue but spend more than 30mins try to convince me to provide them HAPPY CODE.
Apart from all my misery with my airtel connection, SR is closed without my consent or me providing HAPPY CODE.
For the record for any of my issues I have not provided the HAPPY CODE so technically none of my issues should be closed without my consent. When I called on 20th Feb, Airtel agent on phone said my First SR # 104644356, is closed and will have to open a new one, SR #104859896.
When I asked for the explanation they don’t have the answer. Ms. Renuka promised that I would get a mail with explanation as to why it was closed with my consent and HAPPY CODE. (this is also pending resolution).
Please don’t provide any false promises to which you can’t keep up to and fool your customers with false resolutions.
For your additional information this has been my experience when my line was upgraded to 40 Mbps as well.
It is a FACT now that Airtel is not capable of resolving internet issues being the leading Internet service provider in India.
Very very unhappy with the resolution provided by your team and writing this email hoping some action is taken to resolve my issues/problem permanently Else let me know so I can look for alternative provider. Since I would not be able to continue with this misery causing it is impacting my work life and personal time.
Below are some details on who worked my case for reference:-
Airtel customer care Supervisor who I have spoken to over phone
1) Ms. Renuka (13th Feb & 20th Feb)
2) Mr. Prasad (23rd Feb)
Technician who have visited my home:-
1) Lokesh (visited 2 twice)
2) Ningappa (once)
3) Umesh (once)
FINALLY TODAY AIRTEL TECHNICIAN CALLED ME AND INFORMED THAT MY AREA IS NOT READY FOR VFIBER AND WILL PUT ME BACK TO 40MBPS SPEED.
I NEED TO KNOW WHY ARE CUSTOMER MIGRATED WITHOUT YOUR INFRASTRUCTURE IS READY FOR MIGRATION AND CUSTOMER EVEN WITH REPEATED ESCALATION IS MISGUIDED.
I am mentally disturbed since this is hampering my work life as I work from home mostly.
Image Uploaded by Shibu Varghese:
