Hello,

I'm looking for guidance and steps I can take against Airtel for unresponsiveness in the issue of modem not working. I have made several calls and talked to numerous Airtel personnel, but still they have not taken any action to resolve the problem. I have been written an email to their South nodal agency, but no response yet.

Airtel broadband service which has been giving frequent trouble since Nov'10 due to modem frequent disconnects & modem hanging. In the last 2 months I have come to the point of frustration to discontinue 5+ years of internet service with Airtel and have lost total confidence in their ability to respond honestly to the customer.

PROBLEM - with the Beetel modem under rental scheme which is getting frequent disconnections and does not reset properly

Complaint History
26/11/2010 – DSL frequent disconnection problem reported; CS rep - Govind ; Complaint #40216584 ; Beetel 110 modem was replaced with 220 BX next; but latency problem was observed by Mr Ranjan (9731606722) the rep who visted. He said he didn't have another modem and this is a temporary solution. He'll replace the modem if any problem occurs and I should call him. Problem resurfaced after a month, but Mr Ranjan was not responsive.

12/1/2011 – DSL frequent disconnections problem reported AGAIN – Complain #41860234; CS Rep Prakash; Mr Gowda (9611115954) came and tried 2-3 different modems which he had. None worked properly, but after 8-10 factory resets he was able to make 1 modem work. He also said if I have problem I should call him. Problem occurred next day afternoon. I call Mr Gowda on 13/1 and he said he didn't have a modem, so he'll go and pick up one and come to replace it after 6 pm. I have been waiting to see him or hear from him since then.

18/1/2011 – Opened yet another complaint for the same problem as the modem given on 12/1 is very unrelaible and hangs very often. Even resets don't work reliably. Called support line agian. CS Rep Manjunath; Complaint #42059194; Manjunath informed that previous compliant closed without talking to customer, and couldn't give a reasonable reason why complaint was closed without talking to me. He gave me a new complaint number and promised that someone will replace modem before 5:41 pm on the same day. I called again at 6:40 pm as no response from airtel and talked to Mr Sarfaraz - He said due to technical problem they were not able to service the request, though he could not explain what technical problem prevented a service person to come with modem which was promised on the same day. On request for escalation to supervisor, he could not transfer call to supervisor due to technical difficulties. At this point I was tired of hearing the excuses and asked him to make a note for the supervisor/manager/any senior person to call me within an hour, or I'll have no option but to look for alternate internet service provider. Unfortunately no response from airtel even then.

19/1/2011 – Mr Mahadev called around 10:10 AM, and I requested him to come around 12 noon. When no one showed up till 1 pm, I called him back and he said Mr Gowda is on the way and will be there in 10-15 minutes. I called again at 2pm, and Mr Mahadev said that he'll find out and call back in 10 minutes. He kept telling me that he’ll come in 15 minutes, but no one came or called back.

I called customer service line (198) at 2:15 pm and spoke to Mr Adarsh; He again couldn't transfer call to his manager due to "technical difficulties" and said that manager was busy so he was not able to make the call previous day; he promised personally that manager will call back in 5 minutes and teh problem has been escalated.

3:45 PM -- STILL NO CALLS OR NO SHOW FROM SERVICE PERSON.

I also sent a detailed problem report to Nodal.southabts@airtel.in as escalation.

CONSCUSION Airtel customer service is lying and no one calls back after multiple promises. I'll be looking for alternate internet facility and disconnect Airtel soon. I'm also be looking for legal advise to go to consumer court with these details and get my problem addressed.

Any advise on how to proceed welcome. Thanks.