Hi,

I had raised a IPTV & Broadband not working complaint on 31st of Oct. On 1st Nov, Airtel's technical support executive visited my house & confirmed it is a problem with my WiFi router due to which both IPTV & Broadband are not working for me. He promised me that he would positively get it replaced by 1st Nov Evening.

Since then I have called their call center everyday to again be faced with false promises regarding the rectification of my issue. Some have been as callous & unprofessional as to say that their own SLA for the same is till 5th & they will not help me till that date is crossed.

This has really been an eye-opener for me as I was under the (false) impression that Airtel was actually better than other service providers. Now it seems they are no better than MTNL or any others.

A little further research on the same led me to the conclusion that I am not the only one.

I have also sent a mail to airtelpresence@airtel.in from where there has been no response till now & also to 121@airtel.in wherein they have again sent a Template response about my issue getting resolved by 5th.

Till now there has been no action taken by them. I really wonder what makes them so optimistic to think that the issue will be resolved tomorrow.

Thanks & Regards,

Anant Gupta

Airtel Customer Care Floor Supervisor to me @ 7th November 2011 15:05 PM : "Sir! We are sorry but we cannot provide you IPTV connection due to our technical problems. Please try some other service provider like Reliance or MTNL."

I got this statement from customer care after following up with them for more than 2 months. Yes! That's true. Below mentioned complaint numbers tells all the story.
>3924420
>3977324
>4094898
>4303716
>4330882
>3496260
>>And many more of which i lost track.

To start the story, I applied for the connection on 27th August 2011 by paying cash Rs. 1750 to Deepak (+91 9910001067; +91 9958776376). Deepal works at 107 Ansal Classic Tower, Near Mata Kamli Mai Hospital, Rajouri Garden, New Delhi-110027. My form details were

CEF# DL 2809212
Location# West Patel Nagar, New Delhi-8

As assured my the above mentioned sales agent, i was supposed to get my connection done within the month of August. However this sales agent took his own time to submit my forms and documents to the Airtel office. Finally that auspicious day was 7th September 2011. So as per Airtel records my application starts from 7th Sep. Alas! Toady, it is 7th of Novemebr 2011 (After 2 months) when they accepted that Airtel can't provide me the connection.

In between these 2 months, I tried rigorously to get my connection. During all my connection i got in touch with numerous Airtel customer executives like Raman, Sangeeta, Anurag, Saurabh, Neha, Abdullah, Manisha Thorat, Kartavya Bakshi, Asif etc. I also escalated the matter to their upmost prioroty level. Again and again i was given false commitments by not only these Customer care executives and floor supervisors but even by team leaders like Nishant Dwivedi, Nishat Ali, Vandana etc.

The issue was repeated in front of them for many times but their replies was among these 3.

> This type of issue takes 3 Working Days typically. Request you to wait for 3 more days.
> I have noted down your Complaint. Please give me last chance, this matter would be resolved in next 24 Hrs.
> This matter has been escalated to maximum level. Within 2 Hrs you will get a call from backend team for the update.

I was not only fedup with thier responses but was surprised that all my complaints would take hardly 4-5 hours to be closed by their backend team without even intimating the customer or resolving the issue. Till date i didn't get a single call back from their backend team to ask me about this issue.

I have requested them to give in writing about this statement that Airtel cannot provide me the connection. My Mobile Postpaid Connection is Airtel (Now have applied to change to Vodafone), My Broadband connection in Hyderabad about 1 year ago was Airtel. My D2H service was airtel. Still there is no customer loyality by and organization with huge number of MBAs earning healthy sum of money. At last i would like to say, Try Reliance, Try Vodafone, Try MTNL but please donot try Airtel.

following are the copies of complaints which i made and none have been solved yet its been over a month now !


On 11-10-2011 my first complaint :I called up the cust. care and made a complaint regarding my IPTV and Broadband my airtel landline No. is 01141004089, the complaint no. is 5193236 for which without solving the problem they closed the complaint stating it is solved. Later i called up again and made another complaint by the No. 5307404 for this complaint i received a phone call from Mr. Umaid and I was told he would come and change the wiring the following day but no body came, i tried calling back on his no. but nobody answers the no. Now what do I do call up cust care again and wait for another complaint no. or is my problem ever going to be solved..?


2nd complaint :
This would be my 2nd mail to you and by now i have about 5-6 complaint Nos. for
my landline # 011-41004089, i'm facing the waiting signal problem in my IPTV
refer to the complaint No. as mentioned below in my previous mails, even after
rewiring and an engineer visit there is no rectification in my problem. If my
problem is very difficult for you to solve then please let me know so that i
may change my connection from Airtel to some other service provider, and i'm
not getting any concession for the span of my problem and its been almost 15
days so why should I suffer. If this problem is not rectified by 17th Oct'11
then i would like to discontinue my services.
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[FONT='Segoe UI', Tahoma, Verdana, Arial, sans-serif]next complaint:[/FONT]

Hi
My landline No. Is 01141004089 by the name of shivam talwar and you can check the No. of complaints I've made on this account.
I've been facing the same problem since the last month I've been getting different different complaint numbers but its of no use and now its so difficult for me that I can't even use my net to mail a complaint I have to use my cell phone to mail you and its useless to call the cust. Care because all I get is a complaint number of which I later find out that the complaint has been solved without being notified to me and which isn't true because my problem is still there and my latest complaint No. Is 6640510 and for which an engineer was expected on fri 4th Nov and no body came not even a phone call, if I don't get an URGENT solution to my problem then I'm seriously going to discontinue using your services and I want to send a copy of this mail to your concerned departments manager please provide me his or her E-mail address.
Sent on my BlackBerry® from Vodafone

next complaint:

Hi I would like to know the progress on my complaint no 6640510. It has been 5 days now !
Sent on my BlackBerry® from Vodafone
final complaint :
As per the telephonic conversation we had with you on the number 9958177007, your concern regarding internet not working has been registered. The Service Request number is 6895508. We will revert to you on or before 08-NOV-2011 10:15 AM.


NO ACTION HAS BEEN TAKEN TO SOLVE MY PROBLEM AND I REQUEST YOU AS A LAST RESORT TO SOLVE MY PROBLEM, IF IT CANNOT BE RECTIFIED PLEASE CANCEL MY CONNECTION AND AS A REQUEST PLEASE CHECK THE NUMBER OF REQUESTS I'VE MADE ON THE SAME PROBLEM REGARDING THIS # 01141004089 AND I 'M SAD TO SEE YOU HAVE TAKEN NO ACTION REGARDING ANY PROBLEM. I WILL NOT PAY THE BILL FROM THE PERIOD STARTING FROM 10TH OCTOBER TILL MY PROBLEM IS SOLVED AND I'LL FILE THE SAME COMPLAINT ON THE CONSUMER COURT FORUM. THANK YOU, SHIVAM TALWAR 9958177007

Hi,

I have applied Airtel IPTV application number 430597 25 days before and gave a cheque of Rs.2250 to the executive named Sudhakar(Mobile :9663305431), the money has been deducted from my account in two days time. He promissed me that i will get installation done within 5 days. Its more than 20 days now. When I am trying to reach him through phone, he keep on sending me messages of his boss (so many members) numbers..and as usual they wont pick my call.

Bharath
9986999349

This is for the last many months I am facing a very different type of problem with Airtel IPTV. The picture at time freezes, blocks, pixlites starting at about 8.30 pm to around 11.00 or 11.30 at night continuously for the past many many months. At times in day time also. And this is for all the channel you air including time shift channels. I have lodged many complaints (that you can check) but this is not addressed till tody. I have complaint your department to check the connection the wiring or your modem is weak. Please do something or UNINSTALL everything of yours from my home as I am fed up. There are many more options available these days. Hope to hear from you - Narinder Kapur 9312409243, Airtel No. on which this connection is 011 46504363

I got airtel IP TV few months back and it started troubling me in second month. I raised several concerns bot none of airtel people responded to my concerns.I talked to several airtel call center agents along with their supervisors but my problem was ignored every time.
Finally after 45 days their people replaces a box and my services were resumed. The they asked to pay the dues for the period when my services were intrupted.I even have to pay 1900 for the period my services were interrupted.
even after final settlement they asked to pay more money to resume the services.
Iasked them to close the connection
I paid Rs 1750 initially for connection and paid bills +Rs 1900 and now their people are calling to return the set top box.
but why should i return it i paid 1750 for that box and i have to switch because of their worst services.
I had to buy seprate Digital Tv box of ard 2700 due to this .

If you people want ur box back then boss first return my money 1750 +2700 and take ur box back either forget it

Pankaj

Hi,
I am using IPTV for coupled of years now, I have following concerns/queries:

1. I want to upgrade the connection to HD channels. On online request, some Airtel people called me taking the order for Digital TV upgrade. After getting more details, they found that HD is only of DigitalTV and not for IPTV. They told that they’ll refund the amount for upgrade. Upon asking about, upgrading IPTV to HD, he denied it and given me customer care number as 1028080, which never worked. They consumed my effort and time while taking AAALLLL my details only to find out that they cannot do anything.
Let me know how do I get HD working on my IPTV connection and what is the additional cost, if any.

2. My IPTV connection is having white setup box, which is very very very slow to change channels, menu etc. Upon asking the Airtel customer care, he told new box is faster and better but is only for newer customers. If I have any problem with white box I would need to find some local electrical shop to get it repaired, I was shocked to hear that response. How an OEM can suggest me not to fix their box and go to electrical shop to fix that. If new box is better, why white box is replaced with newer one while we still using IPTV. Is it sell and forget kind of box ??


Please address these concerns and queries at the earliest. I would appreciate your quick and authentic response and action on the above.


Thanks,
Satish Kohli
User- Airtel Mobile Postpaid, IPTV, Landline & Broadband.

Dear Satish Kohli,

This is to inform you that your concern listed on 02 April 2012 has been noted and our team is eager to resolve it. In order to get to the resolution, we need to get in touch with you and gather more details about the concern. However, we are restricted by the absence of your contact details in your original complaint. Please share the required details with us at airtel: About bharti airtel: Feedback


We assure you that we are committed to resolving the issue to your satisfaction

Regards
Rakesh Ranga
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@in.airtel.com

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Dear Satish Kohli,

We were waiting to hear back from you. Since you haven’t written in yet, we trust your issue has been resolved. If you still need assistance, we request you to Please share the required details with us at airtel: About bharti airtel: Feedback

We assure you that we are committed to resolving the issue to your satisfaction.

Regards
Rakesh Ranga
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@in.airtel.com

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It's been 13 days and my complaint for iptv not transfering/working has not been resolved.
I have been following up for last 4 days and everytime the CUSTOMERCARE EXECUTIVE reading same script written to them that it cannot be transferred due to choak in the DP box. But the truth is that the executives doesnt bothered to come & see the situation as the new building where i have to get the IPTv transferred in behind my old and existing apartment. I dont know how the choak is applicable if i am switching the connection in my end with the other end terminating to the DP box.
Again if choak is there who will come and solve this problem, Reliance, BSNL or Myself has to do it with my own effort. As a service offered by Airtel its Airtel responsibility to give service to the customer who bought the product and paid money to Airtel but no one is bothered in respective department nor any management is taking care of the service request which has been raised 13 days before.What a pathetic service !!!!
Thank god that billing is happening regularly even without transferring and working.
Do you want me to wait for years and years to get the choak in the DP box reduce ? Do you think that there is no other service (Broadband & Dish) available for the people in the country ? I am using the Airtel mobile connection for the past 2 years. Now i have to re-think about it and i have to take a decision against Airtel so that i wont get in to these trouble later.This non performance and behavior has made us suffer a lot and caused a lot of mental agony and tension.

Fixed Line No - 08042193865
Service Request - 13765616 (01/04/2012)

Dear Customer (jusnty),

This is to inform you that your concern listed on 13 April 2012 has been noted and our team is working on a resolution. At the outset, we apologize for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.

For any queries you may have you can also get in touch with us at www.airtel.in/airtelpresence

Regards
Rakesh Ranga
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@in.airtel.com

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Dear Customer (jusnty),

We would like to inform you that your concern listed 13 April 2012, has been resolved. Should you have any queries please contact Airtel customer service at www.airtel.in/airtelpresence

Regards
Rakesh Ranga
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@in.airtel.com

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I have been using the Airtel IPTV service for the last 2-3 years but recently, it hs started giving a lot of problems For one, the Internet connection is very slow. 2. The IPTV connection breaks very often during the telecast. I've tried to get the same rectified but to no avil. I then rang their Customer cell and requested them to sen someone over to my place to discuss other Offers but they refused nto do so. I am now planning to change my service provider. I've had enough.
Bhupi Aggarwal
#9312212395

Dear Bhupi ,

This is to inform you that your concern listed 24 April 2012 has been noted and our team is working on a resolution. At the outset, we apologize for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.

For any queries you may have you can also get intouch with us at www.airtel.in/airtelpresence

Regards
Rakesh Kumar
airtel Presence (airtel Customer Service Team)
bharti airtel limited
airtelpresence@in.airtel.com
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