Excitel Broadband - Failed to provide broadband service for over 3 months No refund

Excitel Broadband Pvt. Ltd. failed to provide broadband service for a significant portion of the paid subscription period. Repeatedly failed to repair the connection, closed tickets without resolution and now refused refund claiming "prepaid cannot be refunded".

Detailed chronology and facts:
- In the first month (August ****) the connection was extremely unstable. It randomly kept disconnecting, and the router kept restarting (for multiple hours, even days) until the connection came back on, only to drop again.

- I had raised support tickets regarding this issue, which remained unresolved and I did not even get any response. Additionally, I also raised an Experience Complaint Ticket, which was closed arbitrarily with the vague remark "We are working on the issue."

- This wasn't the first time I’ve had to deal with such issues so I mailed them mentioning these issues clearly and demanding refund. But I kept getting the same copy-pasted replies that they are "working on it".

- On ** August ****, The closed the ticket and I got a call that the issue has been fixed and it will not happen again.

- Service went down the very next day (* September ****) and I opened another ticket.

- On * September ****, I received the same copy-pasted mentioning "we are working on it" in response to my mail that was sent on ** August ****.

- In the whole month of September, the connection was again unreliable. It worked on random days and random hours with a total uptime of only ** hours until ** September ****, after which the connection became completely dead.

- After waiting for another two months with a completely dead connection, On ** November ****, I finally mailed their Nodal team referencing all previous tickets and mails (with screenshots). I demanded a refund for the entire downtime period and the remaining subscription period.

- The next day (** November ****), they contacted me via a phone call. The nodal officer shamelessly started blaming me while making false statements that "the service was restored and I never contacted them again about the problem". (Facts as I mentioned above - *. The service was not restored but partially working till ** September ****. and *. The ticket was still open and the last mail I got was "we are working on it").

- The nodal officer refused to refund any amount claiming they "cannot refund prepaid services" (despite the fact that they did not provide any service at all) and said "we would see what can be done" for the duration of downtime because it was "not our fault".

- I told the nodal officer that I want a refund and do not want the service because past attempts had failed and I cannot trust the service stability as it affects my work life.

- After this call Excitel closed the last ticket with a note claiming I "confirmed non-restoration of service" and sent an email asserting they have a "no refund policy" for prepaid plans.

- I filed a complaint with National Consumer Helpline (NCH) with evidence which included screenshot of email and Excitel app (showing the last ticket was resolved (falsely) in ** days and another one in ** days).

- Excitel closed the NCH grievance mentioning that I they won't refund and I declined the restoration.