| Name of Complainant | |
| Date of Complaint | September 28, 2020 |
| 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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Hi Sir
Greetings
I am a customer who had been using airtel from past 10+ yrs and never left airtel when the entire india was running after jio free.
I have always been using paid services as having post paid connection but not getting services for what i have been paying monthly.
Even though i am facing issues since july 1st 2020 but i have paid all bills.
This is to bring to your notice that I am not getting any support from your team for resolving this issue i am facing.
I am facing network and call drop/slow downloading /poor internet connectivity at my place -House no A-141 sector 5 ansal sushant city meerut Uttar pradesh.
I have raised my request through the app and they were getting closed without resolutions and this happened several times and no one ever contacted me or reached my place.
Then I went to airtel store meerut mall , to which the lady asked for G_NEt tracker snapshot and mailed it to someone which she did not disclose and when I asked to arrange my discussion with some manager or senior she said no and ignored me. After following her for several times she said she will let me know , then on leave , then not taking calls , lastly she said a new tower is required in your area and it will take time. when i said then i have to close my connection , she said it’s your choice and to my notice I felt store employees are not interested in problem solving. They are only interested in new connections and don’t want to disclose the matter to the manager or senior to them or give details to any manager.
The same day I started searching for another way of reaching others and came across to call 198 from the site. i got connected at 198 and the person’s name they responded very well and raised another complaint request and said they will follow and resolutions will be given in 8 to 10 days and as routine she called me once to ask that is it was resolved and i told her it’s not resolved and nodal office mobile number is off and email id is not working as mails are getting bounced pls update your system.
when 198 thing didn’t worked someone in my office gave me a customer care manager number and he took it positively and said he will help to get it resolved and he again asked to provide G_NEt tracker snapshot and i gave it and did as he suggested and then a from airtel called me and asked that he will come to my place to check the issue , he and i went to my place and he checked with his device and he found that issue is there and immediately he updated the status to some person on call. The same day I updated the details of the visit to the customer care manager.
some days went as usually as it was going on since july , i called customer care manager on 18th sept-20 and he stopped taking may calls and sent me a msg that he was on leave so pls talk to network team and gave a number he took my call i explained him everything which has happened since july and he said i am reaching office 10.30 am and give u a call back , i waited till 4pm but he didn’t called me. when i called he said he had missed my number so is your complaint/ issue with the same numbers though i had explained everything to him in the morning.
on 19th sept i called network team and asked for help to which he said he will arrange and on 19th some person called at 7.30 pm and said we are doing optimization Pls check if it is working fine now and after checking i told him its same so he ok we are working and will let you know. Since then I am trying to call all these people except and no one is taking my calls.
yesterday i had called all and not one responded then left with no choice. I have to take my matter to NCH and attach a copy of the same.
the same copy i have shared with one of TSM and thought he might call me back but he didn’t and now when i am calling he is not taking my calls. Yesterday we had a whatsapp discussion and tsm told me the network team is saying they need to put a new site till nov.
i told tsm as below
(somewhere the feedback network team is giving is incorrect.. person from airtel had visited my place and he had discussed with a person in my living room that optimization is required and this can be easily resolved…we are facing problem more in our house but as we step out and walk 20 step towards a T-point network improves and as we go further 60 to 80 steps towards same T point network is full and …he had told me 2 engineers from network team if come and visit then problem can be resolved ..one person has to be at the tower which is 500 meters away from my home and one person has to be at my place and with coordination it can be optimized…I have been waiting since july , facing issue for basic reports of my work and have to ask my juniors to download that for me , my son is in class 11th suffering for classes and going through absents ….i am insisting again as no one is coming to my site from last 3 months and just delaying and then stops taking calls and i am paying every month but not getting basic service and facilities…hope u can understand and arrange a team of people to visit my site before taking a final decision…expecting a positive response. U can talk to the person who visited my place , What report he has submitted after visiting my place? There must be some solution for improving network optimization , providing a device antenna which can improve the network at my place. If the network is full and working fine just 80 steps away from my home at a T- Point visible and near my home then why can it be improved at my place.
Today when u asked for G_NEt tracker snapshot how would I be able to provide if I am not having proper network still me and my son went there at t- point in full sunlight stood there and provided u with net tracker details..To help u and your team we are doing our part. Why can’t airtel team make efforts which is part and parcel of their service)
Airtel advertisements say zero complaints and no questions asked.
It is not happening with me.
I know airtel can do and still pay on time even in trouble.
I have been facing problems since July and going through disturbing behavior of all emp mentioned. today again i have called 198 and asked for nodal office name , mobile number , email id which was still incorrect and mobile is switched off.
My work , my son’s online studies are suffering and we are not getting services for what we are paying for.
I would request urgent action and provide me with a dedicated person who will take up my matter , as I am done with running and calling people to people for very basic solutions’ have not taken any service from any other company as I have faith the people working are ignoring and not working on guidelines.
waiting for revert and resolution.
Regards
Rajiv kumar gill
9678069652
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