Airtel Broadband - Deficiency in Service Airtel Broadband

I initially raised a complaint regarding extremely slow speeds and intermittent connectivity under Request ID: **-************* on *nd November **** at **:** AM. The attending engineer contacted me via telephone and informed me that the issue was due to a problem with the local tower and not the equipment at my residence. However, the complaint was closed shortly after without any resolution, and I received no further communication, except for a phone call on *rd November ****, during which the engineer mentioned escalating the issue.

As I reside abroad, my elderly parents were the only ones at home, and this persistent issue caused significant inconvenience. During video calls, we often had to ask them to disconnect from Wi-Fi just to maintain a stable connection. Despite our expectations of a prompt resolution, the problem remained unresolved throughout November.

Since I was unable to access the Airtel toll-free number from abroad, I followed up via email at ***@airtel.com, which led to the registration of another complaint. Upon arriving in India on **th December ****, I called *** directly, as the broadband was still non-functional. Despite receiving automated messages assuring me of priority service as a Black customer, I never received a callback from Airtel’s support team.

Even after multiple follow-ups and additional complaints, the issue remained unresolved, forcing me to switch to another provider (BSNL), whose broadband service was activated on **th December ****. On the same day, I formally emailed Airtel, requesting disconnection of my broadband service, effective **st December ****.

After receiving no confirmation, I sent a follow-up email on *th January ****. In response, I received multiple calls from an unknown number, which I later identified as Airtel through Google. Subsequently, I received an email stating that my disconnection request had not been processed. This was particularly frustrating, as I had explicitly stated in my emails that I was abroad and unable to take incoming calls. Nevertheless, Airtel continued to attempt calling me at around ** AM IST (*:** AM local time), making it even more difficult for me to address the matter.

Given that this issue has persisted for months, I am seeking reimbursement for the broadband bills paid from *nd November **** onwards. In fact, the issue had been ongoing since August ****, but due to Airtel's lack of an accessible customer support channel for international users, I was unable to lodge a complaint earlier.

I request a fair resolution of this matter at the earliest.