Airtel Broadband

Location/place: Chennai

I have been using Airtel services since 2006. In between a couple of years back there was some redressal from my side and Airtel solved the issue after a along process. Now since 28th of June I have a problem of slow (infact NO) broadband service from Airtel. I lodged a complaint regarding this. Airtel says that I have crossed the 100% limit of high speed internet and now I am being offered a slow speed as per my plan.

My query is I am under the same plan for the past couple of years and have not had any such difficulty before. My pace of internet usage is the same all along and nothing is different in my usage. In that case why should I experience a problem now. If this has been the plan and I had been using the internet in slow speed for the previous months there was no interruption of inconvenience in my dowloading or uploading. But this month things are totally horrible that it has created extreme inconvenience to me.

After repeated complaint and phone calls Airtel sent some technecians to whom I explained the problem elaborately. I was told that it was not their area of problem and they may convey the same to concerned departments

After all the issues I declared that I wanted to discontinue the connection as Airtel was just beating the bush saying that I have exceeded the speed limit under my plan and giving no right explaination for my query. After so much annoyance and humiliation from the Airtel I still have not received a right answer for my query.

I am also posting the mail communications consecutively for my co consumers to view.

Balaji Srinivasan Thu, Jul 18, 2013 at 8:13 PM
To: [email protected], [email protected], [email protected]
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Dear Sir/Madam,

Ref: My Airtel broadband/Telephone Account

I received the monthly ebill ” airtel Bill
Bill Date: 27-Jun-2013 ”
at 2.15 p.m. on that day. On the same day at 6.15 p.m. i received an
alert “airtel broadband exceeds 80% of
high speed data usage”. On the next day at 2.15 p.m I received
another alert ” airtel broadband with user ID 04442550283_tn exceeds
100% of high speed data usage”. From then on my internet connection
is totally been horribly slow and to be precise no functioning than
slow functioning.

I have been under the same plan of service with Airtel in the previous
months and the service was smooth and satisfactory without any
complaint. I do not understand why this sudden decline in the quality
of Airtel Broadband service.

On July 6 at 2.15 pm I topped up with smartbytes for another 5 GB as
your slow service was equivalant to no service. And that too was not
sufficient. As I suspected my PC I engaged my service engineer to
look into the system which he said is perfect and no fault. In this
context I lodged a complaint with Airtel.

Your service engineer Mr.Kumar came here and found that there was no
problem in the physical setup here and as he tried to operate through
internet he found it deadly slow and told that he would take the
complaint to the concerened personnal and ask them to do the needful.
Referring to the above complaints I would like to record that the
service of your Broadband connection is totally unsatisfactory since
28th June 2013 and further to the above referred complaints as I had
no satisfactory resolving from your end I requested your cancellation
department around 2.30 p.m on on 17/07/2013 to discontinue the
broadband services.

I was told to wait for a 24hrs time wherein Airtel may rectify the
defect. Today 18/7/2013 I waited till evening but did not receive
even a call from Airtel. When I contacted I was told that the report
said that the problem was resolved. I declared that nothing was
resolved and spoke to one Mr. Anbu in cancellation department.

He has requested for another 24 hrs time to reopen my complaint and
resolve the same and if not resolved by then I can go in for
cancellation after that.

If Airtel does not resolve the problem and provide similar services as
I was experiencing previous months by 7.00 p.m tomorrow 19/7/2013
evening, I request Airtel to discontinue their services to this
Broadband and I shall not be responsible for any services charged
there-from. And as Airtel’s service was not much satisfactory for the
past weeks I shall consider the charges for that period as waived and
not liable for any Billing from Airtel thereon.

With an experience of horrible broadband services.

Dissatisfied customer,
S Srinivasan

[email protected] Sat, Jul 20, 2013 at 5:54 PM

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Namaste,

You wrote in on 18-07-2013, with a request to stop airtel fixedline number

We regret the delay in responding to your mail and inconvenience caused to you in this regard.

As per the telephonic conversation we had with you on the number you had requested for cancellation due to speed related issue.

To address your concern, we have already forwarded your complaint regarding the speed related issue with the concerned team. Our team will be contacting you shortly with an update on the issue.

As per your confirmation and willingness to continue with our services, we will not take further action regarding the cancellation.

We are privileged to have you as part of the 200 million strong (and growing!) airtel family and Sincerely look forward to your continued association with airtel.

airtel appreciates your business and always welcomes your suggestions/feedback.

Warm Regards,
Uma Kedarisetty
Customer Care
bharti airtel limited.

Balaji Srinivasan
Sun, Jul 21, 2013 at 3:42 PM
To: [email protected]
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Hi,

I regret to inform you that I never confirmed to continue your aitel
services since your services are really unsatisfactory.Don’t fabricate
truth according to your own wishes.your dishonest reply makes me more
stubborn on my decision not to continue your Airtel services.As
mentioned earlier, I have disconnected both the telephone and modem
connections at 7pm on 19th July 2013 and stopped using the services of
Airtel. The status remains the same.

S.Srinivasan

“”[email protected]
Jul 22 (1 day ago)

to me

Namaste,
Ref : Your reference number 35894310, concern regarding Slow Browsing for your airtel account
airtel regrets the inconvenience you may have experienced.
We have resolved the issue as per your Reference number 35894310. In case the problem recurs please write back to us.
Thank you so much for choosing to continue with airtel. We welcome your feedback.
Warm Regards,
Yapaganti, Reddamma
Customer Care
bharti airtel limited. ” ”

After my letter to Airtel on 21st July I have received this above mail from Airtel.

Now Airtel is confusing me in understanding if Airtel is agreeing to offer me its services as same as in previous months or if Airtel is emphasizing that it is no longer prepared to extend me its services as before.

Please confirm.

S Srinivasan

[email protected] Thu, Jul 25, 2013 at 4:00 AM

Namaste,

You wrote in on 23-07-2013, regarding low speed for your airtel broadband account
You have crossed your FUP limit due to which, you are getting a current speed of 256 Kbps.

As per your tariff plan, your broadband speed is 02 Mbps. According to the ‘Fair Usage Policy’, you will continue to get your actual speed of 02 Mbps till 05 GB usage in the bill cycle.

Post reaching your 05 GB limit, your download speed will be reduced to 256 Kbps for the remaining days of the bill cycle. Your bill cycle starts on 26th and ends on 25th. The speed rationalization on crossing the download threshold will be constant for the remaining days of that bill cycle. The speed will be automatically be restored to the original level at the start of next bill cycle. Please take the steps listed below to ensure a seamless broadband experience:

1. Switch off your modem/router after use,
2. Ensure that your PC has an updated anti-virus protection suite,
3. If using a Wi-Fi network please ensure that it is protected by an encryption key to prevent unauthorized access and misuse.

Further, we would like to confirm that we had already registered a request to stop the services with reference number 36019352. Our team is working on the same and the request will be resolved by 7 days from your requested date which is 23-07-2013.

Thank you so much for choosing to continue with airtel. We welcome your feedback.

Warm Regards,
Vinod Reddy
customer care executive
bharti airtel limited.

Now although I have decided to have my Airtel broadband disconnected I have just posted this to bring it to the notice of my fellow consumers.