Internet and Network Instability: Since past two months, I have been facing persistent issues with network fluctuations and frequent disconnections in my Airtel broadband connection. These issues have severely affected my ability to perform my corporate responsibilities, which involve high-stakes client calls.
Despite repeated follow-ups with your technical team and 121 customer care executives, no permanent resolution has been provided. While minimal waivers were offered initially upon my insistence, the poor service persisted unabated.
Decision to Disconnect Services: On March 1, 2025, I decided to discontinue my broadband services due to the ongoing issues. Upon expressing my dissatisfaction, I was persuaded by your supervisor, who acknowledged the technical problem and promised a ₹700 waiver on my monthly bill of ₹1940. I was informed that the waiver would only be processed before unbundling the connection and clearing the existing bill, and that it would be reflected in my next bill.
Trusting this assurance, I agreed to the process. However, when I contacted your team on March 10, 2025, to follow up, I was informed by a new executive that no such waiver commitment was documented. I provided the call details (March 1, 2:44 PM) for audit, but no resolution has been provided despite multiple follow-ups.
Unethical Practices and Mental Harassment: Over the past 17 days, I have faced the following unacceptable practices from Airtel:
False Commitments: Repeated false assurances of resolving my issue, delaying tactics, and lack of adherence to promises made.
Mental Torture: Extended call durations (30 minutes to 1.5 hours daily), causing significant stress and impacting my health.
Stubborn Customer Care Behavior: Supervisors and executives have demonstrated a lack of empathy and professionalism, refusing to honor prior commitments.
I was even informed by your supervisor, Muhammed Amir, that while the commitment made by the previous executive was valid, the waiver could not be processed due to internal limitations. Instead of resolving the issue, I was asked to pay the bill and wait another month for the waiver to be adjusted—an unacceptable and unethical practice.
Impact on Me:
The continuous negligence and unethical behavior by Airtel have caused severe mental distress and inconvenience.
I have already installed a new broadband connection due to the unreliable service provided by Airtel. Despite my efforts to disconnect the broadband service and retain only the mobile and DTH services, I am being coerced to remain in the network with unnecessary billing.
Request for Immediate Action:
Considering the aforementioned grievances, I urge you to take the following actions immediately:
Audit Call Records: Verify the call recordings and commitments made on March 1, 2025 (2:44 PM) and subsequent interactions.
Waiver and Bill Adjustment: Honor the ₹700 waiver commitment and adjust it against my current bill without further delay.
Service Disconnection: Disconnect the broadband service as per my initial request while retaining the mobile and DTH services.
Compensation: Provide compensation for the mental harassment, inconvenience, and health issues caused due to Airtel's negligence.
Background of the Issue:
Internet and Network Instability: Since past two months, I have been facing persistent issues with network fluctuations and frequent disconnections in my Airtel broadband connection. These issues have severely affected my ability to perform my corporate responsibilities, which involve high-stakes client calls.
Despite repeated follow-ups with your technical team and 121 customer care executives, no permanent resolution has been provided. While minimal waivers were offered initially upon my insistence, the poor service persisted unabated.
Decision to Disconnect Services: On March 1, 2025, I decided to discontinue my broadband services due to the ongoing issues. Upon expressing my dissatisfaction, I was persuaded by your supervisor, who acknowledged the technical problem and promised a ₹700 waiver on my monthly bill of ₹1940. I was informed that the waiver would only be processed before unbundling the connection and clearing the existing bill, and that it would be reflected in my next bill.
Trusting this assurance, I agreed to the process. However, when I contacted your team on March 10, 2025, to follow up, I was informed by a new executive that no such waiver commitment was documented. I provided the call details (March 1, 2:44 PM) for audit, but no resolution has been provided despite multiple follow-ups.
Unethical Practices and Mental Harassment: Over the past 17 days, I have faced the following unacceptable practices from Airtel:
False Commitments: Repeated false assurances of resolving my issue, delaying tactics, and lack of adherence to promises made.
Mental Torture: Extended call durations (30 minutes to 1.5 hours daily), causing significant stress and impacting my health.
Stubborn Customer Care Behavior: Supervisors and executives have demonstrated a lack of empathy and professionalism, refusing to honor prior commitments.
I was even informed by your supervisor, Muhammed Amir, that while the commitment made by the previous executive was valid, the waiver could not be processed due to internal limitations. Instead of resolving the issue, I was asked to pay the bill and wait another month for the waiver to be adjusted—an unacceptable and unethical practice.
Impact on Me:
The continuous negligence and unethical behavior by Airtel have caused severe mental distress and inconvenience.
I have already installed a new broadband connection due to the unreliable service provided by Airtel. Despite my efforts to disconnect the broadband service and retain only the mobile and DTH services, I am being coerced to remain in the network with unnecessary billing.
Request for Immediate Action:
Considering the aforementioned grievances, I urge you to take the following actions immediately:
Audit Call Records: Verify the call recordings and commitments made on March 1, 2025 (2:44 PM) and subsequent interactions.
Waiver and Bill Adjustment: Honor the ₹700 waiver commitment and adjust it against my current bill without further delay.
Service Disconnection: Disconnect the broadband service as per my initial request while retaining the mobile and DTH services.
Compensation: Provide compensation for the mental harassment, inconvenience, and health issues caused due to Airtel's negligence.
I'm sorry to hear about the challenges you're experiencing with Airtel's customer support. To address your concerns effectively, consider the following steps before filing case in the Consumer Forum:
Document All Communications:
Keep detailed records of all interactions with Airtel, including dates, times, representatives' names, and summaries of discussions. This documentation will be crucial if further escalation is necessary.
Escalate to Airtel's Appellate Authority:
Escalate it to the Appellate Authority specific to your region. For the Central region, you can contact:
Ensure you provide all relevant details and previous correspondence when reaching out.
File a Complaint with the Telecom Regulatory Authority of India (TRAI):
If Airtel's internal escalation channels do not resolve your issue, you can file a complaint with TRAI. Visit their official website for guidance on the complaint process. Telecom Regulatory Authority of India
Approach the National Consumer Helpline (NCH):
The NCH provides a platform for consumers to lodge grievances against service providers. You can register your complaint online at consumerhelpline.gov.in or call their toll-free number: 1800-11-4000.
File a Complaint with the Consumer Disputes Redressal Commission:
Depending on the value of your claim, you can approach the appropriate consumer forum:
District Commission: For claims up to ₹1 crore.
State Commission: For claims between ₹1 crore and ₹10 crores.
National Commission: For claims exceeding ₹10 crores.
These commissions are established under the Consumer Protection Act, 2019, to address consumer grievances.
