Complaint Regarding Defective Jio Fiber Connection and Misconduct by Technician

Service ID: CO00028CFY80
Subject: Non-activation of service after full payment and suspected fraudulent practices by local team.

To the Grievance Redressal Team / Appellate Authority,

I am filing this formal complaint regarding the gross negligence and lack of service following my relocation request initiated on February 1, 2026. Despite fulfilling all financial obligations—including a 12-month subscription and a Rs. 1,200 relocation fee—I have been left without internet service for over 10 days.

Summary of Grievances:
Failed Installation: After a technician confirmed signal feasibility, I made the full payment. Since then, no installation has occurred.

Systemic Mismanagement: While call center agents schedule technician visits, the local Telangana engineers consistently cancel these appointments without notice or justification.

Unprofessional Conduct: When I managed to contact the assigned executive, they claimed total ignorance of my case. Furthermore, local engineers have been dismissive and "rough" in their communication.

Suspected Malpractice: I have been informed that local teams intentionally delay relocations to force customers into purchasing "new" connections. I view this as a fraudulent attempt to inflate sales targets at the customer’s expense.

Demand for Action:
I have already paid for a service I am not receiving. I require:

Immediate Installation: Service activation at my new premises within 24 hours.

Accountability: An explanation for why my scheduled technician visits were canceled by the local team.

Compensation: An extension of my 12-month validity to account for the days of service lost due to your internal delays.

If this is not resolved immediately, I will be forced to escalate this matter to the Consumer Helpline (NCH) and the Telecom Regulatory Authority of India (TRAI) via the PG Portal.


Regards,
Gouse
 
Dear Jio Fiber Support,

My Jio Fiber connection (Service ID: 911205286798) has not been working for the past 32 hours, and I am extremely disappointed with the way this issue has been handled.

I contacted your customer support at around 10:15 AM, and your representative clearly assured me that my issue would be resolved today by 11:30 AM. I was also informed that, within 15 minutes of the call, the engineer visit would be updated to 7:00 PM on 10 July.

However, despite this assurance:

No technician has visited my location.
My internet connection is still not working.
I later received another update stating that the engineer would visit tomorrow by 10:00 AM, which directly contradicts what your representative promised.
This raises a serious question: Why are customers being given assurances that are not honored? It feels as though customers are being misled instead of being provided with accurate information.

As a customer, I pay ₹706 every month for this service. If I fail to make a payment, my connection is suspended immediately without any grace period. However, when your service fails, customers are expected to wait for more than 24 hours without any priority support or accountability. This is neither fair nor acceptable.

I work from home and depend entirely on this internet connection for my office work. Due to this prolonged outage, I have been unable to work and have already suffered professional and financial loss.

I would like to know:

Who will be responsible for the loss I have incurred due to this service outage?
Who will compensate me for the two days' salary I stand to lose because I cannot perform my job without an internet connection?
I would also like to bring another serious concern to your attention. During a previous service visit for another issue, one of your technicians advised me not to register complaints through Jio Customer Care. Instead, he asked me to save his personal number and contact him directly whenever I faced any issue. He further stated that complaints raised through the company are usually delayed and not handled properly, and suggested that if I paid him directly, he would resolve the issue faster.

If this reflects the conduct of your field staff, it raises serious concerns about the integrity of your service process. I request that this matter be investigated immediately and appropriate action be taken.

I request you to:

Restore my internet connection on an urgent priority basis.
Explain why I was given incorrect and misleading information regarding the resolution timeline.
Investigate the conduct of the technician who discouraged me from using your official support channels.
Inform me what compensation or resolution Jio will provide for the disruption and financial loss caused by this prolonged outage.
If this issue is not resolved immediately, I will have no option but to escalate the matter to the appropriate consumer grievance authorities and consider switching to another broadband provider that offers reliable service and customer support.

I look forward to your immediate response and prompt resolution.

Regards,
 
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