Airtel's reply:
-----------------------------------------------------------
airtelpresence@airtel.in ✆
to me

show details 3:33 PM (0 minutes ago)

Dear Customer,


This is to inform you that your concern 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.

Regards,

Rakesh Kumar

Airtel Presence (Airtel Customer Service Team)

Bharti Airtel Ltd

airtelpresence@airtel.in

My reply to Airtel's reply:
--------------------------


Michael David ✆
to airtelpresence

show details 3:26 PM (3 minutes ago)

And how long will it take to fix it? Are you going to stop charging me the 4 Mbps rates for the past one week and the further time you are going to fix it?

Whom are you trying to cheat?

Just checked now: Here is the download speed I am getting:

---------------------------------------------------------------
:::.. Download Test Results ..:::
Download Connection is:: 489 Kbps about 0.5 Mbps (tested with 12 MB)
Download Speed is:: 61 kB/s
Test Time:: 2011-02-21 10:33:59 GMT -7
1MB Download in 16.79 Seconds - 1GB Download in ~5 Minutes - 9X faster than 56K
Tested from a 12 MB file and took 205.678 seconds to complete
Running at 67% of hosts average (Airtelbroadband.in)
User Agent:: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.9.2.13) Gecko/20101203 Firefox/3.6.13/
---------------------------------------------------------------------------------------------------------------------------------------
Wonderful isn't it - the great airtel 4 Mbps plan - shame shame.

Further update:

From Airtel to me:

121@airtel.in
to me

show details 1:51 PM (7 minutes ago)

Dear Customer,

Ref: Email dated 21-02-11, expressing concern regarding the speed for your airtel number 01204561625.

Thank you for your mail to airtel.

We regret for the inconvenience caused in this regard. We wish to inform you that as per your tariff plan, your speed is 4 Mbps. However, according to the `Fair Usage Policy' you will continue to get your actual speed of 4 Mbps till 25 GB usage in the bill cycle. Post reaching your 25 GB your download speed will be 256 Kbps for the remaining days of the bill cycle.

Kindly note, the speed rationalization on crossing the download threshold would be for the remainder of that bill cycle only. The speed would be automatically restored to the original level at the start of next bill cycle.

We also recommend that you take the following precautions to ensure a seamless broadband experience:

1. Please switch off your modem/router after use,

2. Please ensure that your PC has an updated anti-virus protection suite,

3. If you are using a Wi-Fi network please ensure that it is protected by an encryption key to prevent unauthorized access and misuse.

We hope that we have been able to address your query suitably. Please do write in for any further assistance.



Warm Regards,

Ramani.S
Customer Care Executive
Bharti Airtel Limited
-------------------------------------------------------------------------------------------------------------------------------------

And my reply to them:

Michael and Mary David ✆
to airtelpresence, 121

show details 1:56 PM (3 minutes ago)

Just goes to show you people have nothing called a brain - Airtel is run by brainless people.

How many times must I tell you that I have only used 2.7 GB of my 25 GB. See attached screenshot.

Are you people so dumb and lack reading and comprehension skills?

Terrible.
----------------------------------------------------------------------

Another mail from Airtel CC:

121@airtel.in
to me

show details 6:24 PM (19 minutes ago)

Dear Customer,

Ref: Email dated 22-02-11, concerning speed issue for your airtel number 01204561625.

Thank you for writing to airtel and the opportunity to assist you.

At airtel, we have a very robust network and best in class infrastructure deployed to ensure uninterrupted services to our customers. Despite this a network issue may be faced in some cases due to factors beyond our control.

We thank you for taking out the time to voice your concern. At airtel, we believe that it is our customers feedback that helps us to improve on our services.

Please do write in for any further assistance.



warm regards,

Babita B
customer care executive
bharti airtel limited

------------------------------------------------------------

And my reply:

Michael David ✆
to airtelpresence, 121

show details 6:40 PM (3 minutes ago)

We generally pay well and clear all our bills on time.

Despite this, network issues like this (beyond our control) cause us not to pay our bills.

Since the issue is not resolved and you are incapable of resolving it, we are unable to pay the bill.

We thank you for taking out the time to display your incompetence.

Thanks
Michael.

Sent an email to TRAI last night with CC to Airtel:


from Michael and Mary David <michael.and.mary@technichristian.net>
sender-time Sent at 10:10 PM (GMT+05:30). Current time there: 9:40 AM. ✆
to ddgpg-dot@nic.in,
ap@trai.gov.in,
ca@trai.gov.in,
cp@trai.gov.in,
daca@trai.gov.in

date Tue, Feb 22, 2011 at 10:10 PM
subject Complaint against Airtel

Dear Sir/Madam,

I am a user of Airtel Broadband at Noida. I have the 4 Mbps Impatience plan - Rs.1399 with data limit of 25 GB and then the speed comes down to 256 Kbps.

For the last week, I have been experiencing slow speed of about 300 kbps. I have complained several times to Airtel and their response is that I have crossed the 25 GB limit. I know for sure I have not crossed the limit. Their own usage portal says I have used only 2.7 GB.


I have been patient for a week thinking that they will fix it but no one seems to fix it. I do not use torrents or download heavily to cross the 25 GB limit in the first place.

I pay for 4 Mbps (and I am not a defaulter in payment - in fact, I have a -ve balance of Rs. 566 in the account - means Airtel has got my extra money) and to get 300 Kbps is terrible and robbery by Airtel.

Sir, please tell me what I can do to get back the speeds that are mine by right - as per the plan I am using.

Also, are there rules to implement penalties on service providers who not only fail to provide services paid for, but also out rightly lie and blame their customers for the blame that should morally go to the service providers themselves?

Also, why should I pay for a whole week and more of bad speeds when I have signed up and agreed to pay for 4 Mbps and nothing below it?

I am forced to email you sirs as Airtel is not solving the problem and giving me my rightful speeds, but is dragging their feet everyday on solving the problem.

Thanks
Michael.
-------------------------------------------------------

With another follow up email to TRAI immediately:

from Michael and Mary David <michael.and.mary@technichristian.net>
sender-time Sent at 10:20 PM (GMT+05:30). Current time there: 9:42 AM. ✆
to ddgpg-dot@nic.in,
ap@trai.gov.in,
ca@trai.gov.in,
cp@trai.gov.in,
daca@trai.gov.in

date Tue, Feb 22, 2011 at 10:20 PM
subject Re: Complaint against Airtel
mailed-by technichristian.net
Images from this sender are always displayed. Don't display from now on.

hide details 10:20 PM (11 hours ago)

As a follow up email, here are my usage stats for Feb (my billing starts from 11th to 10th each month):

Account No 16133984 Phone No 01204561625_dsl
UNBILLED DSL USAGE
Please select date:
From To
* "For Duration based Tariff Plans Duration 180 Sec= 1 Unit"
** "For Download based Tariff Plans Data 10 KB= 1 Unit"

Start Date Duration/Download Units Amount(Rs)
11/02/2011 10:23:25 11.61 MB 1189 0.0
11/02/2011 14:04:40 82.21 MB 8419 0.0
11/02/2011 19:41:04 116.34 MB 11914 0.0
12/02/2011 09:25:40 142.53 MB 14596 0.0
12/02/2011 23:25:06 31.34 MB 3209 0.0
13/02/2011 00:35:11 339.0 KB 34 0.0
13/02/2011 00:39:36 8.31 MB 851 0.0
13/02/2011 08:19:47 112.28 MB 11498 0.0
13/02/2011 18:07:44 4.77 MB 489 0.0
13/02/2011 18:18:02 42.69 MB 4372 0.0
14/02/2011 08:46:40 84.85 MB 8689 0.0
14/02/2011 11:23:19 39.95 MB 4092 0.0
14/02/2011 15:26:32 162.23 MB 16612 0.0
14/02/2011 22:50:02 79.08 MB 8098 0.0
15/02/2011 09:20:14 222.02 MB 22735 0.0
15/02/2011 14:48:45 5.53 MB 567 0.0
15/02/2011 22:09:20 53.21 MB 5449 0.0
16/02/2011 09:47:44 152.07 MB 15573 0.0
16/02/2011 20:51:14 38.39 MB 3932 0.0
17/02/2011 09:22:30 164.33 MB 16828 0.0
17/02/2011 15:24:05 120.44 MB 12333 0.0
17/02/2011 21:48:30 45.94 MB 4705 0.0
17/02/2011 23:43:24 99.0 KB 10 0.0
17/02/2011 23:45:36 9.75 MB 998 0.0
17/02/2011 23:58:01 17.42 MB 1784 0.0
18/02/2011 08:52:47 66.08 MB 6767 0.0
18/02/2011 10:13:48 102.25 MB 10471 0.0
18/02/2011 15:55:31 78.76 MB 8066 0.0
18/02/2011 19:29:19 102.12 MB 10457 0.0
19/02/2011 09:35:24 92.48 MB 9470 0.0
19/02/2011 13:15:21 105.17 MB 10770 0.0
19/02/2011 18:57:32 47.16 MB 4830 0.0
19/02/2011 21:51:32 52.87 MB 5415 0.0
20/02/2011 08:31:26 170.08 MB 17417 0.0
20/02/2011 19:47:38 7.73 MB 792 0.0
21/02/2011 14:25:33 42.74 MB 4377 0.0
21/02/2011 17:09:01 106.2 MB 10875 0.0
21/02/2011 21:25:03 49.39 MB 5058 0.0
283741 0.0

Note: It does not include Other Plan Benefits/Discounts/Rentals which gets applied at the time of Monthly Bill Generation.


Also kindly check the other complaints on those sites. What is TRAI's answer to the massive number of customers who are suffering?

Thanks
Michael.

Vikas Singh from Airtel sent me an email last night:

Vikas Singh ✆
to me, Minish

show details 10:23 PM (11 hours ago)


Dear Mr Michael,

This is to confirm receipt of your mail regarding issues with Airtel Broadband.

By a copy of this mail, I am requesting my colleague, Minish, to have your issue looked into and addressed on priority.

Regds

Sent from my Airtel Blackberry Wireless


------------------------------------------------------------

I replied to Vikas this morning:

from Michael and Mary David <michael.and.mary@technichristian.net>
sender-time Sent at 8:20 AM (GMT+05:30). Current time there: 9:45 AM. ✆
121 <121@airtel.in>,
airtelpresence@airtel.in
date Wed, Feb 23, 2011 at 8:20 AM
subject Re: Complaint against Airtel
mailed-by technichristian.net
Images from this sender are always displayed. Don't display from now on.

hide details 8:20 AM (1 hour ago)

My usage is ONLY 2.94 GB.

Account No 16133984 Phone No 01204561625_dsl
UNBILLED DSL USAGE
Please select date:
From To
* "For Duration based Tariff Plans Duration 180 Sec= 1 Unit"
** "For Download based Tariff Plans Data 10 KB= 1 Unit"

Start Date Duration/Download Units Amount(Rs)
11/02/2011 10:23:25 11.61 MB 1189 0.0
11/02/2011 14:04:40 82.21 MB 8419 0.0
11/02/2011 19:41:04 116.34 MB 11914 0.0
12/02/2011 09:25:40 142.53 MB 14596 0.0
12/02/2011 23:25:06 31.34 MB 3209 0.0
13/02/2011 00:35:11 339.0 KB 34 0.0
13/02/2011 00:39:36 8.31 MB 851 0.0
13/02/2011 08:19:47 112.28 MB 11498 0.0
13/02/2011 18:07:44 4.77 MB 489 0.0
13/02/2011 18:18:02 42.69 MB 4372 0.0
14/02/2011 08:46:40 84.85 MB 8689 0.0
14/02/2011 11:23:19 39.95 MB 4092 0.0
14/02/2011 15:26:32 162.23 MB 16612 0.0
14/02/2011 22:50:02 79.08 MB 8098 0.0
15/02/2011 09:20:14 222.02 MB 22735 0.0
15/02/2011 14:48:45 5.53 MB 567 0.0
15/02/2011 22:09:20 53.21 MB 5449 0.0
16/02/2011 09:47:44 152.07 MB 15573 0.0
16/02/2011 20:51:14 38.39 MB 3932 0.0
17/02/2011 09:22:30 164.33 MB 16828 0.0
17/02/2011 15:24:05 120.44 MB 12333 0.0
17/02/2011 21:48:30 45.94 MB 4705 0.0
17/02/2011 23:43:24 99.0 KB 10 0.0
17/02/2011 23:45:36 9.75 MB 998 0.0
17/02/2011 23:58:01 17.42 MB 1784 0.0
18/02/2011 08:52:47 66.08 MB 6767 0.0
18/02/2011 10:13:48 102.25 MB 10471 0.0
18/02/2011 15:55:31 78.76 MB 8066 0.0
18/02/2011 19:29:19 102.12 MB 10457 0.0
19/02/2011 09:35:24 92.48 MB 9470 0.0
19/02/2011 13:15:21 105.17 MB 10770 0.0
19/02/2011 18:57:32 47.16 MB 4830 0.0
19/02/2011 21:51:32 52.87 MB 5415 0.0
20/02/2011 08:31:26 170.08 MB 17417 0.0
20/02/2011 19:47:38 7.73 MB 792 0.0
21/02/2011 14:25:33 42.74 MB 4377 0.0
21/02/2011 17:09:01 106.2 MB 10875 0.0
21/02/2011 21:25:03 49.39 MB 5058 0.0
22/02/2011 08:24:04 208.31 MB 21332 0.0
22/02/2011 11:52:25 32.21 MB 3299 0.0
308372 0.0

Note: It does not include Other Plan Benefits/Discounts/Rentals which gets applied at the time of Monthly Bill Generation.


Still my speed is not restored to 4 Mbps. How long is the fix going to take? Also are you going to reduce the bill for deficient service from YOUR side for the past 9 days?

My current speed is 1.2 Mbps (better than before) but still no where near 4 Mbps.

My latest email to Airtel, after their cancellation dept called me:

from Michael David <michael.and.mary@technichristian.net>
sender-time Sent at 12:13 PM (GMT+05:30). Current time there: 12:17 PM. ✆
to
121 <121@airtel.in>,
airtelpresence@airtel.in
date Wed, Feb 23, 2011 at 12:13 PM
subject Re: Complaint against Airtel
mailed-by technichristian.net
Images from this sender are always displayed. Don't display from now on.

hide details 12:13 PM (3 minutes ago)

Your cancellation department called me and they begged me not to cancel. They have promised that by this evening, an engineer will visit my place (totally unnecessary as the problem is with Airtel's backend and NOT my place) and I will get back my 4 Mbps.

OK this is the last chance. If by this evening I do not have the proper speed and remain so for all time, I will kick Airtel out of my house and make sure that I broadcast this everywhere so that every one can make their own informed decisions as to whether to use Airtel or not.

I do NOT take kindly to gimmicks.

Also, problem resolution is only one step. The second step is that Airtel has to reduce the billing amt for this month as Airtel has NOT provided me the proper service and speed for 10 days. Do let me know if you agree to this. If not and also if I find billing discrepancies, Airtel will be out of my home forever.

Michael

My latest usage report:

The latest usage report:


- Show quoted text -
Please select date:
From To
* "For Duration based Tariff Plans Duration 180 Sec= 1 Unit"
** "For Download based Tariff Plans Data 10 KB= 1 Unit"

Start Date Duration/Download Units Amount(Rs)
11/02/2011 10:23:25 11.61 MB 1189 0.0
11/02/2011 14:04:40 82.21 MB 8419 0.0
11/02/2011 19:41:04 116.34 MB 11914 0.0
12/02/2011 09:25:40 142.53 MB 14596 0.0
12/02/2011 23:25:06 31.34 MB 3209 0.0
13/02/2011 00:35:11 339.0 KB 34 0.0
13/02/2011 00:39:36 8.31 MB 851 0.0
13/02/2011 08:19:47 112.28 MB 11498 0.0
13/02/2011 18:07:44 4.77 MB 489 0.0
13/02/2011 18:18:02 42.69 MB 4372 0.0
14/02/2011 08:46:40 84.85 MB 8689 0.0
14/02/2011 11:23:19 39.95 MB 4092 0.0
14/02/2011 15:26:32 162.23 MB 16612 0.0
14/02/2011 22:50:02 79.08 MB 8098 0.0
15/02/2011 09:20:14 222.02 MB 22735 0.0
15/02/2011 14:48:45 5.53 MB 567 0.0
15/02/2011 22:09:20 53.21 MB 5449 0.0
16/02/2011 09:47:44 152.07 MB 15573 0.0
16/02/2011 20:51:14 38.39 MB 3932 0.0
17/02/2011 09:22:30 164.33 MB 16828 0.0
17/02/2011 15:24:05 120.44 MB 12333 0.0
17/02/2011 21:48:30 45.94 MB 4705 0.0
17/02/2011 23:43:24 99.0 KB 10 0.0
17/02/2011 23:45:36 9.75 MB 998 0.0
17/02/2011 23:58:01 17.42 MB 1784 0.0
18/02/2011 08:52:47 66.08 MB 6767 0.0
18/02/2011 10:13:48 102.25 MB 10471 0.0
18/02/2011 15:55:31 78.76 MB 8066 0.0
18/02/2011 19:29:19 102.12 MB 10457 0.0
19/02/2011 09:35:24 92.48 MB 9470 0.0
19/02/2011 13:15:21 105.17 MB 10770 0.0
19/02/2011 18:57:32 47.16 MB 4830 0.0
19/02/2011 21:51:32 52.87 MB 5415 0.0
20/02/2011 08:31:26 170.08 MB 17417 0.0
20/02/2011 19:47:38 7.73 MB 792 0.0
21/02/2011 14:25:33 42.74 MB 4377 0.0
21/02/2011 17:09:01 106.2 MB 10875 0.0
21/02/2011 21:25:03 49.39 MB 5058 0.0
22/02/2011 08:24:04 208.31 MB 21332 0.0
22/02/2011 11:52:25 32.21 MB 3299 0.0
22/02/2011 20:44:09 64.25 MB 6580 0.0
314952 0.0

Note: It does not include Other Plan Benefits/Discounts/Rentals which gets applied at the time of Monthly Bill Generation.


Total: 3 GB which is about 12% of 25 GB.

Shame on Airtel. They have gone down the drain after they implemented or rather mis-implemented this FUP crap.

My latest email to Airtel:
-------------------------------------------------------------------------
from Michael David <michael.and.mary@technichristian.net>
sender-time Sent at 1:06 PM (GMT+05:30). Current time there: 1:10 PM. ✆
to
121 <121@airtel.in>,
airtelpresence@airtel.in
date Thu, Feb 24, 2011 at 1:06 PM
subject Re: Complaint against Airtel
mailed-by technichristian.net

hide details 1:06 PM (3 minutes ago)


Hope my cancellation request is being processed. I do NOT want to continue with Airtel anymore.

This morning the Airtel person came and had a look.

The problem was that Airtel had messed up my profile in the DSLAM.

You had shifted my profile from one exchange to another and then messed up when setting it in the new exchange. Now my speeds are OK.

However, I will NOT continue with Airtel for the following reasons:

1. Technical Incompetence: First, setting up my profile wrongly in the DSLAM.

I had warned about the profile not being set properly, in an earlier email to Airtel.

See:

--------------------------------------------------------------------------------------------
---------------------Original Message-----------------------
---
Subject: Fwd: Complaint no: 43106210 - Airtel landline: 01204561625
Date: 17/02/2011 10:46:12 pm
From: michael.and.mary@technichristian.net
To: 121@airtel.in
Message body:
Additional information:


Line Rate - Upstream (Kbps): 573
Line Rate - Downstream (Kbps): 2557

This is from my modem.

So the line is syncing at the exchange with these LOW values.

Fix this.

Either your lines are bad, or you are throttling the connection or you have set
the parameters incorrectly in the DSLAM.

Earlier downstream used to sync at 8 Mbps for G.DMT and 11 Mbps for ADSL2+

Fix this. I want my full 4 Mbps.
----------------------------------------------------------------------------------------------

Despite my email, Airtel never had the technical competence to actually look into this - So troubleshooting skills at Airtel are a big ZERO.

It does NOT take 13 days to fix this. Takes all of 5 minutes to fix:

Something like:

DSLAM(config-dsl-prof)# cap bitrate maximum downstream 6042 upstream 1088


on Cisco.

Also your network engineer does NOT know the function of a DNS server.

DNS server is just to translate a hostname into the corresponding IP. That is all. It has NO role to play in the speed of a site/network. Educate your technical people properly.

2. The more serious one - OUTRIGHT LYING: Airtel lied to me (multiple times) by saying that I exceeded the FUP limit. Despite showing them the usage stats repeatedly, Airtel told me a dirty lie. It is only when I cornered them, that they told the truth that they messed up with the DSLAM.

I am sorry, I am a very principled person and do NOT tolerate lies and will not have anything to do with an entity that lies to its customers.

I have been with BSNL for the past 15 years in various parts of the country and THEY HAVE NEVER EVER TOLD ME A LIE. If they have a problem with the server, they say it is a problem and never blame the customer for that.

I value honesty and ethics and unfortunately Airtel has failed on that count.

Please cancel my services immediately. I am not accepting any apologies from Airtel ever. Airtel has crossed all limits in pathetic customer service and lack of integrity.



Thanks
Michael.

Dear Michael,

This is to inform you that your concern listed 24 Feb. 2011 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.


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

Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
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Dear Michael,

I would like to inform you that your concern listed 24 Feb. 2011, has been resolved. Should you have any queries please contact Airtel customer service at 121 or write to 121@in.airtel.com.

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

Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
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I took a new Airtel Broadband connection and plan that I subscribed for is a 2MBps plan. I have not got over 512 kbps speed and the average is 256kbps. I called and still no one did anything about it but the installation office called me the next day of installation date and told me if I was getting 2MBps speed on Airtel website then there is nothing wrong with their side. my 512 kbps connection was running faster than this one. I have called them many times and no use. I get put on a long hold and then eventually disconnected. I wrote my complaint in a few consumer forums and I got a reply from Airtel office on 25th Feb and the next day they called and I explained .. they were in a hurry and said it will be fixed and hung up .. no one has paid any visit .. I called them again today and said I wanted to cancel and wanted my money back since its not even been 2 weeks of me getting the new internet connection. The guy I was talking to said I can only apply for cancellation after my first bill was generated and I will not get my refund for installation. There was already a connection before I moved in this house. I brought my own modem and phone and Airtel did not have to invest a penny in material to get me hooked up with the broadband. Moreover, I called the very next day complaining about the speed. That was the first time I sat and used it. I could not open one single youtube video without it pausing every couple seconds for buffering.

Now I know I am not being un reasonable. I get back from work at 3 am in the morning and I like to get online, watch a movie or stay in touch with my family on video call which is not that good since I got Airtel. It has been causing me mental trauma when I am on video call and it keeps dropping or we keep yelling back and forth and can't hear each other and it is mainly because of the poor internet connection which Airtel is not taking any responsibility for. I could always play movies before I got airtel even on a 512 kbps connection without them buffering on megavideo. and now I have to let it load and finally give up because it loads 5 minutes streaming video in 15 minutes.

I had a very bad experience with Airtel and do not wish to continue with them anymore. Please help me cancell my connection with Airtel and get my money back

Thank you
Himesh.

my Airtel fixed line number is 0124-4225066