| Name of Complainant | |
| Date of Complaint | June 6, 2021 |
| Name(s) of companies complained against | Excitel |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
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*I had raised a ticket on 21st april(#5573644) after 1-2 weeks of facing frequent disconnection since then the issue is not resolved. Since two months I am suffering due to the frequent disconnection of internet which impacted the work of all family members.
*For weeks they closed the ticket without even resolving the issue.
* On September starting I did not renew the service and escalated the issue after which I got a call from the team and the person made excuses for the same and assured me that the issue is resolved from backend and I wont face this problem again. So I renewed the service for 4 months but nothing was resolved …I faced the same issue…
*I again raised the complaint on which on ground team person came to see the issue and he too was not able to resolve the issue . I got a call from ground team person that the ONU device needs to be changed and he asked me to raise a change of device request. I told the same on chat to the customer support member she told me that they will contact the ground team person for the device change…but for 2 weeks they did n’t call him or did anything…once again they closed the ticket and I reopened it and they assigned the ticket to ground team ….I got a call from the person and he told me that change of device ticket is not still raised….Again I called the support team and asked to raise the ticket on call itself…this time they raised the ticket.
*And its been more than 1 week since no change of device or nothing has been done.
* I tried calling on the grievance officers numbers which was on their portal but it was always busy and I am sure its not working .This is much is their concern to the customers.After this I email all the issue but they are not all serious…they told me they are working on it….I dont know what the hell are they working upon …importing device or are they going to implement any new technology to resolve my issue….apart from taking money they did nothing .I gave them last warning 2days back saying either resolve the issue or compensate for all the suffering that I have faced all these months and refund all the money that I have paid for the plan.
*Considering the covid situation and all I had maintained patience all this while but there is a limit to everything…These people dont know the importance of this issue.Please look into this matter very seriously and take necessary actions.Please let me know if you need any further details .
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