I recently opt AIRTEL ONE SERVICE FOR MY APARATMENT ,where 2 mobile phone connections and WiFi and Digital TV Access and come with bundle manner. As per the plan ,they installed router at my apartment, but there is no Signal initially. Later we got the signal But the speed was very low. As per the package it should be 100mbps,raghetr I got 3mbps.Later this also gone. I contacted the Sales (who sold this airtel one Plan) and his Technical service Leader at my zone. After several attempt to resolve the issue (more than 3 days ),I approached Support and launch my official complaint over email. As per Air Tel , I need to Pay Rs.2611to unbundle the package(remove WiFi and Digital TV Access and retails postpaid connection on mobile).It was argued with Air Tel support ,the charges are unreasonable and they should not charge the package charges as it is not installed and handedover in good condition as per the package. How could I make Airtel to understand my case and waive the additional package charges .
Regards
Ravi
Dear Ravi,
Welcome to the citizen.complainthub.org community. It is completely unreasonable for Airtel to demand an unbundling fee for a service that they fundamentally failed to deliver. Promising high speeds, delivering a fraction of that, and then having the signal die completely is a clear deficiency in service. They cannot penalize you for canceling a package that they failed to install and hand over in working condition. Arguing with standard customer support over email is often a dead end because they are bound by automated billing scripts. To get this penalty waived, you must bypass them and move up the legal regulatory chain.
To fight this effectively, your first step is to escalate the issue directly to the Nodal Officer for your specific telecom circle. You will need to send them a formal email explicitly stating that there was a breach of the service agreement since the promised speed was never delivered and the signal was lost entirely. Clarify that the service was never stabilized or handed over properly, making their demand for an unbundling fee an unfair trade practice. You must firmly demand an immediate waiver of the penalty.
If the Nodal Officer rejects your request or fails to reply within their mandated timeframe, your next step is to file a formal appeal with the Appellate Authority for your region. This appeal must be filed within a specific window after your initial resolution time expires. Ensure you include all original complaint details and service request references in this communication.
If the internal authorities at Airtel still refuse to waive the fee, do not pay it. Instead, immediately register a formal complaint on the government National Consumer Helpline portal at consumerhelpline.gov.in or call them toll-free at 1915. You can also use the Public Grievance portal under the Department of Telecommunications category. Categorize your grievance as a deficiency in service. Once a government docket is generated, the executive resolution team at Airtel will be forced to step in, and they almost always waive the fee to close the regulatory ticket.
Because telecom contacts are strictly divided by geographical zones, we want to make sure we don’t make any assumptions about your region. Which city or state are you located in?
Once you share your location, we can provide the exact email address and phone number for your specific Nodal Officer and Appellate Authority to get this moving immediately.