- Service not provided what I paid for ^Open

Pallav Kansal filed this complaint against Excitel Broadband Private Limited on Aug 28, 2020

Pallav Kansal this side with reference to the customer ID: **********.
It's been more than * years since I am associated with Excitel as a loyal customer and the kind of treatment and services I am receiving since the last * months is just highly unacceptable and disappointing.
Initially I was on a ** MBPS plan then on *nd July I opted for a *** MBPS plan considering the nature of my and my families work load and this plan got active on *th July as per my billing cycle and since then I have been facing the speed issue and raising tickets for it.
I followed the hierarchy and initiated conversation with a local vendor (Gagan Arora - SS Communication) then when he wasn't fixing my issue I reached out to Excitel customer care, then Nodal team and so on.
During this period few of my tickets were closed from the back-end without acknowledging me which is not at all acceptable.(*th July ticket closed twice, **th July ticket also closed at the backend)
Finally I wrote to the Nodal team on *th August regarding my concern in the hope to get this resolved at the earliest, however it is **th today and still there is no solution yet.
Several online troubleshooting were done to record the data and my issue, every-time I called each executive wanted to do the troubleshooting.
Then a Field Engineer (Kishore) from Excitel was appointed to visit and check the issue. He visited my premises thrice on **th, **th **th Aug to check the issue at my and at vendors end and found that there were * Issues, first one is of Broadcasting and another one is the type of Switch he is using. Kishore asked Gagan Arora to get the switch replaced and the issue will be fixed on **th August but till now it is not done.
Now seeing this situation where we notice that there is a major technical fault in the networking system at the vendors end which however is Excitel for me and due to this faulty setup it is not possible that I could get the services(**-***mbps speed) what I am paying for to the Excitel. So do you think that me as a customer is the one who has to bear every loss?
First of all it should have been fixed by now if that was the only issue either by vendor if not vendor then by your field engineer because my association was with Excitel, not with any individual.
I don't know how come Gagan Arora can deny or the company can't get this small issue fixed, no matter how because this will lead to losing your customer.
Gagan Arora lied to the company that he and his staff was not in the town for * days(**th & **th Aug) when he was asked to get my issue resolved by Mayank Tatwal, but both days he was in my premises to attend to other complaints. I can share my society records, else you can on these days systems were down, then how come it was fixed?
Recently I was told by Shreya Sharma & Mayank that the company is approving a refund for me and it would be from *th August without GST.
There was a faulty networking setup at their end, team is not technically sound and they want me to pay for that? Seriously? Instead of giving me compensation for all my time and work loss and same for my family, you want me to pay? Not done.
It makes me feel as if I have been cheated or being mentally harassed. We have never expected such disappointing services from you.
Their team has made my WFH experience worse and my work deliveries hampered due to which I have been bad in front of my managers.

I would be more than happy to continue with them if all my services get fixed and my vendor is manageable by their team.

Looking forward to hearing back soon from your concerned team with some positive and acceptable update/solution.

Sharing some screenshots for your references.

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