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Airtel Broadband / deficiency of service, fraudulent advertising, unethical sales and unresponsive customer service

1 India Review updated:
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Hi all:

Airtel Broadband Service is a joke going on for too long.
I opted for their 2 Mbps connection and have never seen it deliver.
I have been getting between 7 Kbps and 30 Kbps - mostly the former download speed since the time I have been with their service, which is now about 6 months now. I have been complaining about this deficiency and only recently some local tech ppl were sent over and they confirmed verbally that the problem is not in the last mile or repeater but rather in their NOC which is in Delhi and I'm at Calcutta.

Even after this the service never improved. On top of that they out of the blue start sending inflated bills. The customer support is an eyewash to waste customer's time. None of the problems I ever reported were resolved till date. Their service goes offline at least 3 times in a week. No one knows of the SLA that is supposed to have been given the customer at the time of sign-up.

Airtel discourages customers from checking their online usage by making them again physically go to their customer support center after sign-up and again submit photo ID, and a written applkication to provide usage checking user/pass details. Of course this is so they can overbill you. This shouldn't be the case as they already have the photo ID etc with the broadband connection application - but they do this drama over again so ppl will not be bothered with this extra effort of re-registration again - which is what I had done and only after the inflated bills did I re-register again.

I have been regularly paying their bills but for the last 2 months which has hugely inflated billing. Even then I paid the normal bill amount except the inflated amount.

So to summarize:

#. Airtel converted me from my previous ISP, BSNL by fraudulently selling me the 2 Mbps connection (which actually doesn't come anywhere near that specification) and therefore CHEATED me.
#. Deficiency of Service to deliver 2 Mbps even after repeated complaints throughout the last 6 months.
#. Fraudulent overbilling
#. Actively by-passing customer right to know (internet usage stats) by systematically thwarting access to this info by means of duplicate, redundant and forced re-registration and that too by adamantly forcing ppl to visit physical customer support center and providing no means of doing so online. Clearly a malpractice and a violation of customer rights as per TRAI.

Everybody who feels this is also the case with the service of Airtel Broadband, plz reply here and I'm planning on a joint public interest litigation to the consumer court. Some companies think they can get away with anything - unless of course their bubble gets busted.

Thanks and cheers.

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  • Sh
      11th of Jan, 2008
    0 Votes

    I completely agree as same was the case with my connection and now even worse as after having requested a disconnection of service(by phone/e-mail/letter which Airtel Connect refused to take), they still continue billing me and making harassing calls at anytime of the day.

    Wish we can nail them down.


  • Vi
      13th of Apr, 2008
    0 Votes

    i am a residet of rail vihar g.noida.i have submitted connection form with connection charges 35 days earlier but still did not get the connection.the airtel represntative(shakil from beta 2, g.noida allways make fake excuses .what should i do?

  • Re
      7th of Sep, 2008
    0 Votes

    Unauthorized Charges on Your Local Phone - Utility Bill?
    How to Find Them, Eliminate Them & Get Your Money Back!
    If your business still gets its phone service through the old "AT&T and Verizon, etc" local phone company (as opposed to one of the newer competitive phone providers) then you need to double check your phone bill each and every month for charges you did not authorize. You may not know it but the local phone company allows other companies to bill you through your local phone bill. And while the local phone company allows other businesses to bill you through your local phone bill, the local phone company does not verify that the charges being billed to you by the other company are valid. When these unauthorized charges fraudulently appear on your phone bill it's called "cramming". Unfortunately you as the business owner or manager are the only one that can spot the unauthorized charges and if you don't comb over your bill every month to spot these unauthorized charges - you'll pay for them.
    Why does the local phone company allow other companies to pass charges onto your phone bill? "Third-party billing" is supposedly a great convenience in that you only have to pay one bill instead of separate bills for obvious authorized phone related charges like yellow-page advertising in the "real yellow pages", 411 information calls and long-distance calls from your chosen long distance carrier. Over the years though, some less-than-scrupulous companies have realized that most businesses rarely scrutinize their local-phone bills. To take advantage of this, these companies have come up with elaborate schemes to place
    unauthorized charges on your phone bill that you'll end up paying for without even thinking. Unauthorized
    charges you can end up paying for include charges for unwanted (and unused) email accounts, web sites,
    directory information calls, directory advertising in obscure publications, voice mail accounts and other
    In theory, before these charges can be placed on your phone bill, the company that is originating the third-party billed charges is supposed to have a verification of the order like a voice recording. In reality though,
    all the company needs to do to initiate the charge is submit your name and phone number to the billing
    entity. The verifications are only required to be produced if a complaint is filed.
    To prevent these charges from appearing on you business phone bill it's helpful to understand the four
    parties that make unauthorized third party phone charges a costly reality. Party number one is any
    employee who can answer your business phones. The unauthorized charge is rarely random and it usually
    happens after one of your company employees gets a telemarketing call. Employees should be instructed to
    document and report any overly aggressive telemarketing calls they receive. Party number two is the
    telemarketing company that originates the unauthorized charges by trying to get your employee to accept
    some service for which you'll be billed through your local phone bill. Party number three is the third-party
    billing company that has billing agreements with your local phone company. The name of the third-party
    billing is the one that is prominently displayed on your phone bill. After the third-party billing company's
    name is the name of the company that is originating the unwanted charges. Party number four is your "former Ma Bell" local phone company that collects the unwanted charges (keeps a share for "Ma") and then passes the rest to the third-party billing company (who keeps a big share) and then passes the balance on to the company that initiated the unwanted charge.
    Following are some of the top third-party billing names and unauthorized charge originators you'll find on
    your phone bill. If you see these names on your phone bill you'll want to call the toll free number listed next to the charge to confirm it's a charge that's been properly authorized to be placed on your bill. Following are actual examples that we've recently found while auditing business phone bills.
    We recommend customers should review any utility bills issued by deregulated utility companies. (In most instances today, consumers are paying higher charges to the deregulated gas and electric supply companies).
    All Utility - Energy, gas, electric and water bills should be reviewed for proper reading and tariff.
    If you suspect that you have been overcharged ask for detailed explanation and or file a complaint with your State Utility Commission.
    Compiled by: Jay Draiman, Utility Auditor

  • Su
      22nd of Sep, 2008
    0 Votes

    I completely agree that the airtel customer service is pathetic.
    They are sending me inflated bills for the past couple of months.
    Airtel authorities never warn the customers for exceeding broadband usages so that they can generate a huge bill amount and harass the customers for clearing these dues.
    I have been using airtel services for more than 3 and a half years now but now I don't wish to continue with the same.

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