May 18, 2013 08:38 PM
1426 Views
3 days ago, my Airtel broadband internet connection(Gurgaon, NCR) suddenly stopped working. As a'platinum' customer, I called their customer. The following is a day-by-day log of the harrowing time I've had thereafter with their service teams:
May 15:
Broadband not working since May 14th.
Called call center 121, spoke with agent
Got complaint number xxxxxx
Agent committed resolution time 17 may 2013, 12 noon
engineer visiting time was scheduled for 16 may 2013, 8 pm - as per'appointment' given by the customer care agent.
May 16:
Engineer'Anjum' called in the morning. Said he will not be able to come after 6.30 pm as his working hours are till 6.30 pm(not sure why call center confirmed the appointment for 8 pm).
Anjum said he will call at about 8 pm and guide me through some trouble shooting.
No call, and no response from Anjum's phone despite several calls and SMS to his number.
Called customer care 121 again and lodged another complaint.
IVRS said old complaint no. xxxxxx has been closed. No idea who authorised the complaint to be closed, when my problem has not been solved yet.
Agent registered new complaint no. yyyyyyy
Agent was not able to answer why the old complaint was closed without my confirmation.
Agent assured that the'problem will be resolved' on May 17th at 4.30 pm - not able to answer when asked, by'problem will be solved' does he mean my internet connection will be restored.
Agent assured that engineer will visit my residence on May 17th at 8.00 pm
May 17th:
Different engineer called in the morning, and again said he cannot come at 8.00 pm. On insisting, he said he would send someone.
No one came at 8 pm. Instead, some guy(no names given ever) called at 8.30 pm and took me through some on-line trouble shooting - tried to change the DSL password. Said it would take a few minutes to come into effect, and he would call back. HE never called, neither was there any response to multiple calls to his number. Eventually his number was constantly engaged upto 11 pm, and thereafter no response. I gave up for the day.
DSL'password' - zzzzzzz
May 18:
Someone called at 10.15 am and said they would send an engineer in one hour. No one came.
Followed up multiple times calling the same number - finally someone responded at 12.00 noon and said someone would come in 15 minutes.
Multiple follow-up calls - no response.
Anjum from Udyog Vihar office landed up at 1.15 pm. Spent 90 minutes troubleshooting.
Changed passwords and spoke to colleagues several times.
Finally left after reporting that there is a software problem with the'tag' machine at the exchange, and there are 5-6 cases in Palam Vihar with this problem. "Dont worry sir, do ghanton mein sab kuch hojayega."
5 pm: no change in status - internet connectivity is still down.
5.30 pm - someone called from somewhere and said "line check" and disconnected.
6.10 pm - finally someone called and asked me to check if the net is working. Thankfully it was.
Final feeling - thank God it worked out, but one of the most frustrating experiences ever. I would not recommend Airtel broadband to my worst enemy.
