I have an Airtel Broadband Connection with 4MBPS Impatience Plan with FUP Limit
of 25GB.

On 17th March 2011 night I got an alert message from Airtel that I have exceeded my
Limit and hence my speed is being reduced to 256 kbps.

However when I logged into my account on airtel.in website, I could see only a
usage of 14GB till 17 march 2011. I called up Airtel Broadband Technical
Support and they gave a ridiculous logic that I might have kept my modem on and
hence despite my computer not downloading anything, the Airtel network
automatically downloaded 11 GB of data within few hours to cross the limit of
25 GB.

The interaction reference number given to me is 190790745 (Agent Name: Yusuf
Ali).

When I requested for discussion with a senior person, I was told that no senior
person is available.

I then wrote back to them at 121@airtel.in but they replied back today with same old stuff on Fair Usage Policy but not addressing how my account is showing 14Gb data usage till now and Airtel thinks I have crossed 25 GB?

I feel the Data Usage Policy is not reliable and Airtel does not have a transparent system to monitor data usage. In fact my data usage of 14GB is also way too high. But saying that merely by browsing sites I exceeded 11GB (25 GB- 14GB) usage within few hours is as ridiculous as the explanations given by technical staff.

I am attaching screenshots of latest data usage status from my account as well as the communication with Airtel. Would request someone to help provide contact details of a senior person at Airtel so that the case can be pursued in interest of consumer protection from duping.

Sanjeev Newar

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Email communication with Airtel:
Sanjeev Newar
Subject: Re: URGENT - DISCREPANCY IN BROADBAND DATA USAGE ALERT [|BAL|Qrc3454473|]
Date: 19 March 2011 3:10:25 PM GMT+05:30
To: 121@airtel.in
2 Attachments, 784 KB

Hello,

Thanks for the reply. However the query has NOT yet been addressed adequately. Please note that I have updated anti-virus capability and I use internet on secured machines. Also the router is protected by encryption key already.

When I log into my airtel account on airtel.in, I STILL see only 14 GB of usage. However I got an alert on 17th March night that I have crossed FUP limit.

This shows that there is something wrong with Airtel System. Otherwise why I cannot see 25 GB data usage in my account information?

Why would Airtel.in site refuse to show complete data usage even after 60 hours of last usage time and STILL show only 14 GB of data usage?

Thus:

a. Kindly restore my data speed asap while you resolve the problem.
b. Kindly provide me explanation of why my account at airtel.in is not showing 25 GB data usage if I have actually used it and showing only 14 Gb usage even till today?
c. Kindly provide me log of all the sites and amount of data downloaded on 17th March 2011 to understand how I could have downloaded 11 GB within few hours! (Even at 4mbps speed, this would be highly unlikely)
d. Kindly provide contact details of a senior officer at Airtel (Nodal Officer or higher level) to address the issue.

I am once again attaching the latest screenshots of data usage from my account in airtel.in taken after logging on 19 Mar 2011 02:50:35 PM IST which clearly shows 14 GB of usage and hence some problem with Airtel system.

In the interim, while you scrutinize the problem, I request you to restore 4MBPS speed for sake of customer service commitment.

Please note that on contrary, I am getting extremely erratic and poor speed with significant downtimes today.

In case the problem is not addressed promptly and professionally, I would not only be forced to rethink on my relationships with airtel but also take this issue further in relevant domains for sake of consumer rights and ethics.

Kind regards
Sanjeev Newar

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Sanjeev Newar
Chief Executive Officer
Aarsh Management Solutions
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cutting-edge risk solutions for emerging economies
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On 19-Mar-2011, at 12:02 PM, 121@airtel.in wrote:

Dear Customer,

Ref: Email dated 19-03-2011, expressing concern regarding the speed for your airtel number 01146109458.

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. Same will restore to actual speed from the next billing 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.

Further, we would like to inform you that your concern has been forwarded to concern department and we will revert you shortly.

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,

G.Suganya
customer care executive
bharti airtel limited

---------Original Message----------
From: sanjeev.newar@aarshmanagement.com
To: 121@airtel.in
Cc: sanjeevnewar@gmail.com
Sent: 19/03/2011 03:01:49 AM
Subject: Urgent - Discrepancy in Broadband Data Usage Alert

Hello:

I have an Airtel Broadband Connection with 4MBPS Impatience Plan with FUP Limit
of 25GB.

Yesterday night I got an alert message from Airtel that I have exceeded my
Limit and hence my speed is being reduced to 256 kbps.

However when I logged into my account on airtel.in website, I could see only a
usage of 14GB till 17 march 2011. I called up Airtel Broadband Technical
Support and they gave a ridiculous logic that I might have kept my modem on and
hence despite my computer not downloading anything, the Airtel network
automatically downloaded 11 GB of data within few hours to cross the limit of
25 GB.

The interaction reference number given to me is 190790745 (Agent Name: Yusuf
Ali).

When I requested for discussion with a senior person, I was told that no senior
person is available.

Now I am an old time Airtel customer having Airtel accounts for my personal as
well as company employees. If this be the service ethics of Airtel, then I am
sorry to say but it amounts to duping the trusted customers.

I thus request you to explain:
a. How come my account is showing on 14GB of data usage and I get alert for
crossing 25 GB?
b. If there is a delay of few hours in the two sets of information, still, how
can I have downloaded 11 GB data in few hours?
c. Does Airtel modem keep downloading so many GBs of data even when no computer
is using internet?
d. I would like to have a log of all the sites that I have visited on 17 March
2011 to verify the validity of the information.
e. Why is the information on customer account at airtel.in not updated?
f. I am using a mac machine and hence there is no scope of a virus activity. In
fact, there has not been a single day when my data usage has crossed such
amounts.

I am attaching a screenshot of the information being shown on my airtel.in
account.

Kindly do the needful and suggest how to redress this issue.

Here are the account details:
Number: 01146109458
Name: Sanjeev Newar
Plan: Impatience 4MBPS Plan with 25GB limit pm.

Kind regards
Sanjeev

FYI: I also have multiple other Airtel relationships including multiple Corporate
Connections apart from
host of other accounts on names of friends and relatives.

Such an experience is bound to have detrimental effect on all of these.

Kind regards
Sanjeev Newar

- Screen shot 2011-03-18 at 9.29.53 PM.png

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Sanjeev Newar
Chief Executive Officer
Aarsh Management Solutions

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cutting-edge risk solutions for emerging economies
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