| Name of Complainant | |
| Date of Complaint | October 1, 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 saw an add on my airtel thanks app that broadband services are offered at 40mbps from Rs499. I was pleased to see this since my work requires higher bandwidth such as a minimum download speed of 25mbps and an upload speed of 15mbps and my current airtel broadband speed is only 8mbps. I thought of moving to the 40mbps plan and have requested for the upgrade through the Airtel app.
An Airtel salesperson(Moorthy) who visited our premises on the 7th September morning said that upgrading not possible, therefore I should buy an additional connection as the new connection will be a separate line from the mainline and it will not be from the junction box provided at the base of our apartment. He also demanded an installation charge of RS1768 for this new connection which I had paid immediately. Since he promised that upload and download speed will be 40 Mbps, without second thought, I paid the installation charges to get better connectivity.
Later in the evening, the installation person asked me why did I pay for the installation since I already have a connection. I told him that the salesperson(Moorthy) promised that the new line will not be from the junction box from the base of our apartment and it will be a new line from the mainline. But the installation person said that he has taken the line only from the junction box at the base of the apartment not a direct line from the mainline.
Though I was a little disappointed in the wrong sale and got victimized for additional payment for installation(though I already have an airtel broadband), I was still hoping that whatever was promised by airtel of 40mbps will fix all the above deceivings.
Here comes the crux of all. I was deceived on the speed too. Now my download speed is just 15mbps and upload speed is 1.21(the test was done at 11:22 am on 8th September 2020). Earlier when I did complain to airtel cc regarding the speed, I got a call from the technician that he fixed the speed and asked me to check and to my surprise, it showed a 42mbps download speed and 3.45mbps upload speed. Then he asked me to provide the happy code from my SMS and closed my complaint whereas, after 5 mins, the download speed was less than 20mbps and the upload speed was less than 2mbps.
Airtel has disappointed me on the following:
- the salesperson’s negligence has cost me an installation fee of Rs.1768 in spite of me having another airtel broadband connection at my home
- speed promised was not delivered
- Complaints given are attended but never got a permanent solution
Since I have been a faithful customer using Airtel services for almost a decade, I had requested Airtel to do the following:
- waive off my installation charges for the new connection considering that I have a broadband connection already and credit the sum of Rs.1768 into my bank account or in the airtel wallet.
- As promised kindly provide the 40mbps upload and download speed throughout the day(i.e. 24 hours a day, 7 days a week, and 365 days a year)
