Complaint Details

Status	:	Resolved
Complaint No	:	0037897/2015
Category	:	Telecom
Date	:	02-01-2015
Subject Line	:	No one resolving my broadband problem after multiple complain
Complainant	:	Dr. Surjeet Kumar
Address	:	POCKET A-244 ,Sarita Vihar
Complainee	:	Airtel
Address	:	bharti airtel ltd., Plot No. 16, Udyog Vihar, Phase - IV,

Complaint Details
Sir,
This is to inform you that kindly look into the matter at your level and help me in getting solution as soon as possible for AIRTEL broadband service in the name of Surjeet Kumar , pocket A - 244 , sarita vihar , New Delhi 110076 Airtel number- 011 41764601.
Reason behind asking for resolution/ discontinuation of service being poor service provided by AIRTEL technical department. Since the date of taking connection till now I have experienced many times internet line problem and each time technical guy comes and give the reason as wire damage at roof by squirrel as reason ,and every time they changes new wire . The problem has been recurring now at frequent intervals. This has become problematic for us not only because of loss of internet service but also arranging key for roof as owner of third floor who has key for the roof is always out of station . That's why I requested on many time to the technicians to change line ( re wiring) from other place.
Recently also when I had internet connection problem, they changed wire on 25-12-2014 . However after one day of the internet working, the line got dead again .I complained again with request for rewiring, but roof was locked as owner was out of station. Somehow I managed the key after 2 days and technician again came and said wire needs to be changed again. He totally refused for rewiring and just changed the wire . On our persistence for rewiring, he said next day technical guy will visit and access for rewiring. Also I got call from customer care that if you get permission from 1st floor owner wire can be taken from below.
However no one visited next day and at 4 pm I got call from a guy called Santosh from AIRTEL technical cell and said I have talked to guy who changed wire and rewiring is not possible. I said no one come to access this and the guy changed wire at night so how can u say it's not possible but he did not agreed to even come for survey in front of us.
After having continued service with AIRTEL for last 4 years I hoped to get better service from there side but this not happened.
Here are my some query.
1) Is repeated wire change not a costly approach by AIRTEL rather than rewiring?
2)Complain number 52322268 ,52396688 closed without any resolution & complain number 52464318 closed even without visiting my residence and resolution given by them when I check the status of my complain was "Requested Rewiring Work Done as Required-Charging Done" how is it possible that re-wiring is done without visiting my house??? How is it possible that case was closed by them without confirmation from my side??? Is it not a scam??
3)Is repeated wire changing not a scam by your technical wiring team . How is it possible that after few hour of wire changing line gets dead requiring again wire change within two days?
4) Is your technician not visiting for survey as promised on phone next day don't show there unprofessional approach?

5) If line from below at same place is provided by other broadband service then why can't AIRTEL do?

6) Even after more than four years of uninterrupted association with AIRTEL broadband service by us , if we are treated like this then why should not we change to other service provider namely MTNL in our locality Which is much cheaper and also provides line as we desire.
Hence I request you to kindly look into the matter at your level and provide me solution of my problem as soon as possible as they generate bill for whole month but there connection remains dead for 7-10 days every month. Today also broadband line is dead.
I am attaching a copy of customer fault management form, where you can easily find that they closed the complaint without any resolution.

Regards

Dr.Surjeet Kumar
Consultant Surgeon
Renal Transplant
Indraprastha Apollo hospital

Mob-9650489189

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