I have airtel's triple play plan - iptv, broadband and landline. couple of months ago i got my broadband speed upgraded from 512 kbps (Rs 999 plan) to 2 mbps. Airtel executive who called to confirm the change said nothing else in the plan would change related to call charges and available channels except Rs 100 increase in monthly billing, i was happy to know that and gave approval for upgrade.

To my surprise after the plan upgrade certain channels like star sports, espn, star cricket, zee news, etc stopped working and i started getting an error "ERR_UNORDERED_CHANNEL". When i called customer care they told me that in the new plan (iptv 1099) these channels are not available, you would have to upgrade to iptv 1199 plan. This time i asked the gentleman to show me on airtel's website if the information is true. Airtel website just mentions the number of channels in 'a' plan but no description of channels in that particular plan so i had no choice but to believe customer care executive once again.

Same story, after upgrade to newer plan (from 107 to 138 channels, God know which ones) star sports, espn, star cricket, zee news channels were still not working, Alas! I lost hope and kept quiet for long, finally today i called up there customer care to find out what's wrong and to my surprise (read agony) I came to know that I need to have a monthly top of Rs 20 in my plan to be able to view these channels. i have lodged a complaint 4061718 for refund but will that help reducing my pain, i doubt.

I think you can make out from my description above there is no transparency in the way these dealings are done, you simply cannot trust customer care executives and there is no record of verbal communication. There should actually be a trouble ticketing system that users can see and track for their reference to ensure that the information is recorded properly by customer care team. Secondly, simple information like which channels are included in a package should be available on website and if its already there then customer care team should be able to guide us in navigation (which I found they were clueless about).