Complaint Details

Status	:	Closed
Complaint No	:	0031477/2014
Category	:	Telecom
Date	:	28-08-2014
Subject Line	:	Signal Loss for Customer ID 3008774948 in the name of C S Tekwani
Complainant	:	Mrs. Chandrkanta S Tekani
Address	:	32 Malkani Mahal Dr.A B Road, Worli, Mumbai 400030
Complainee	:	Airtel DTH
Address	:	Airtel Experience Centre, Bharti Airtel Ltd.,Ground Floor, Penninsula chambers, Ganpat Rao kadam marg, Lower Parel Mumbai 400013

Complaint Details
I have lodged complaint for signal loss for my connection 3008774948 on 26 th April 2014 which I am using from 2011.But the company could not correct the default and assign different reasons of signal loss every time the new engineer visited the premises for eg. Changing cord checking settings change of STB box twice and they charge me for engineer visit and STB box twice. It is pertinent to note that I was unwilling to change the box as at that time I was having signal loss in only one channel that is star plus but after changing the STB box I was having problem with many channels so within 10 minutes I called back the engineer Juned who changed the box but he was reluctant to bring back as he was aware that there was no problem with the box and instead different box was changed within 10 days . As the problem was still continuing the complaint was again made for the same issue and I was told that once the issue is resolved the charges debited to account will be reversed and in mail they agreed that after paying the visit charge they will return and also the STB box charhes will be reverted .
But as the problem is not solved and the new and funny reason given by the company is that as construction of tower is in vicinity of one km and the operations of crane when it is moving in my antenna's direction I am having the problem of signal loss in connection. I don't understand if such reason is given by the company dealing in DTH how they will survive and for what they are charging customers if they cannot find solution of signal and that too in DTH business .
Anyhow I was advised by their engineer Mr Alam to suspend the connection till the work is going on and I ask for suspension and I was told that suspension will be only for 30 days and after that charges will be debited I was shocked to know that even as advised by them I have to pay suspension charges and that will be only for 30 days. As it is pertinent to note that tower work may be for months or years I have no other alternative but to discontinue the services and hence I requested for discontinuation of service as it was no use as the last engineer also broke antenna rod and when I told him for relocation of antenna in the balcony at 2nd floor where I am staying he was reluctant to change as he as sure regarding signal problem.and was therefore unwilling to change there. Now the company even though agreed to return the charges debited are not returning the same under the pretext that same are returned only when services are continued. Even though company is aware that the services are discontinued for signal loss and they have not found out solution and the connection is discontinued due to their default are not returning the visit charges STB box charges and the charges debited to my account for last three months and has also forfeited the balance amount in my above account as discontinuation charges.
Hence I request for refund of all charges I with damages for tension and harrassment caused during the three months and installation charges which I have to incur for going for another company connection

Replies