| Name of Complainant | |
| Date of Complaint | February 24, 2023 |
| Name(s) of companies complained against | Jio |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
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My jio fiber connection is not working since monday 20th feb 2023. I raised a service request via myjio app and service engineer came for visit. The pole which is connected for my internet is more than 200 metres away as the nearest available pole was not present when we first connected. The wires have been cut off at the current pole so engineer suggested to raise a relocation request once the current service request gets cancelled after 24-48 hours. So i waited and after 48 hours which is Wednesday 22nd February the service request got cancelled and i tried to arrange a relocation but the nearest pole was not showing up on the app. So i called customer support and they informed that relocation cannot be done as my address is the same. So they reopened my service request and scheduled an engineer visit for Thursday 23rd February between 5-6 pm. He also promised that i will be compensated with the number of days i have not been able to use internet So on Thursday i kept waiting and as i did not receive any further info after 5 pm, i checked myjio app and saw the time was rescheduled to 6:15-7:15pm. I called the customer support again and while explaining the call got disconnected and did not even call me back. I had to call again and got to know the service engineer has set a timeframe of 24 hours which is till 12:32pm on Friday 24th February and i was assured that the issue will be resolved within this timeframe. I asked to speak to supervisor but call did not connect so i had to disconnect the call. I called again and this time the agent said they will message the backend team to call me within 15 mins but still i wanted to speak to senior and the call was transferred to escalation desk. The escalation agent said i will not get any call in 15 mins and he also assured that my issue will be resolved by 12:32pm on friday 24th feb. He also assured that i won’t have to call again. But the issue is still pending and the service request was closed again. On 24th friday, i spoke to the appellate number where they said they are unable to assign a service engineer and asked me to call after 15 mins again to request for service engineer.
I am pissed off with this service because at the time of connection, they came up without any hassle and set up the connection. But when it comes down to providing service, they are giving me false assurances for the past 5 days but no resolution. I am unable use my internet for the past 5 days and i am just wasting my time and energy and money just for getting my internet reconnected.
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