Complaint Details

Status	:	Closed
Complaint No	:	0088868/2017
Category	:	Telecom
Date	:	04-05-2017
Subject Line	:	Plan change not done
Complainant	:	Rajesh Durgapal
Address	:	Flat No 1732, ATS Village, Sector 93A
Complainee	:	Airtel
Address	:

Complaint Details
I would like to bring forth the following points:

1. In August 2016 time frame Airtel discontinued IP TV.

2. I was given an option to change my plan to one of the active plans then or take a discount of Rs 350/- on the IP TV plan. Since I was not sure which plan would be best for me, I opted for a discount at that time. The executive, then, assured me that the plan will be changed at any time in future.

3. On 9th March 2017, I requested for a Plan Change

4. On 13th March 2017, I was informed that I would have to first disconnect the IP TV plan and then take any other plan. Accordingly, a service request was raised SR No.79962194. A time frame of 7 days was given.

5. On 16th March 2017, Mr Nishant from Airtel called me up for confirmation of the new plan. So I requested the Rs 899/- plan to be activated. He also promised Rs 1000/- credit against the Rs 1000/- installation charges. 4 days time frame was given to me.

5. Nothing happened, So I called them up on 22nd and 23rd March 2017. Probably on 22nd a new SR was added or linked to the existing SR. The SR number is 80316914.

6. Again on 25th March 2017, someone from Airtel took a confirmation of the new Plan.

7. Again nothing happened, So I called on 2nd April 2017. I was informed that approvals have come and that in 48 hours the plan will be changed.

8. Again nothing happened and I have been continuously calling Airtel and in one such call on 13th, the executive said that disconnect request should not have been done and instead a plan change request had to be done. So he gave me a new SR 81211458 (Churn Related) and closed the old SR.

9. Nothing has happen on this new SR too. Airtel is not performing the plan change.

10. After so many calls, I understand that for the plan change requires me to pay Rs 1000/- as modem and installation charges. I am not ready to pay this for the following reasons:

a. Airtel has to change my plan since they have discontinued the IP TV service as promised earlier in August 2016 time frame.

b. As far as installation is concerned, I have already paid the installation charges initially when the service was installed in my premises and I continue to pay the Monthly service continuity charges.

c. The modem that Airtel is giving HG630a has been discontinued by Huawei (1st March 2017 is the EOM date for the model). So Airtel is selling us an obsolete modem, which will not be available in the market and neither its parts will be available in the market after few months.

d. Moreover the technical specification of HG630a does not state that the model is VDSL complaint. Airtel claims they are providing vector technology, but I doubt since the specification of HG630a does not state so.

e. Last year, Airtel was not providing any modem and I suspected some problem with the earlier modem. So to verify I had to buy a new modem from the market.

f. Airtel is offering Rs 0/- installation and modem charges to new customers, while they are completely ignoring the old customers.

g. I also have another Airtel connection 01204214458, and upgraded my plan in that connection without any charge. So when an upgrade can be given to me on one fixed line without extra charges why can it not be given on the other fixed line.

So I would request you to kind expedite the change of plan and installation of new modem (if required) without any extra charges.

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