I got Airtel 4G LTE (CPE) recommended by a co-worker a couple of months ago. So, I subscribed to the service and got my CPE (not the Dongle). The first month, the service was okay without any serious issues.
Here are the problems that I am facing:
This month, it has been 22 days since the billing period started. I haven’t downloaded any movies or large files this month. But 4 days ago, Airtel dropped my connection speed to 256 kbps and are claiming that I have exceeded the free usage limit of 18 GB (in fact they say that I have downloaded 19.6 GB of data. This is certainly not possible. They are saying that I am downloading 1 GB of data everyday just by visiting Facebook, Gmail and LinkedIn daily and by doing some Google searches.
Airtel 4G LTE’s technical support toll free number is not listed anywhere. You have to dial 121 at least a few times and explain that you have a 4G Internet connection (which most of Airtel’s 121 phone operators don’t know what it is) before you get the number. The number is 1-800-1030405.
When you call 1-800-1030405, you are greeted with an automated voice on the IVR saying "Welcome to Airtel" and mind it - IT DOES NOT SAY "WELCOME TO AIRTEL 4G LTE SERVICE SUPPORT". The next IVR options are even more confusing until you reach the option where the IVR asks for your Dongle number. Now, note... that I don’t have an Airtel 4G LTE Dongle, but I have a CPE (which is similar to a WiFi router). What’s even more interesting is that your Dongle or your CPE number is NOT the serial number of the device, but IT IS YOUR AIRTEL NUMBER!
Now after the tiring IVR experience, you must wait at least several minutes listening to the boring Airtel music before you get somebody who can hardly speak English helping you with your technical issue. Every time I asked a tough question, I was referred to a "SENIOR" PERSON, who was equally incompetent. Here is an example that really happened last night (Aug 26, 2012). I told the "Senior Person" that there is no way that I would have downloaded 19.6 GB of data and I asked him if he had the slightest idea of how much data that really was.
The "Senior Person" went ahead to give me the best lecture about the Internet EVER. He told me that now since I have a connection speed of up to 20 Mbps, even though I am visiting only FB, Gmail and LinkedIn, I would automatically be downloading and uploading LARGE amounts of data. I was completely flabbergasted. I asked him... "Are you telling me that just because the road is bigger, more number of cars will automatically pass through? For this, the senior person finally understood his stupidity and he had nothing else to tell me other than the standard answer - "Sir, you have reached the Tech Support division, you need to reach the billing department by dialling 121 and they would help you". I was really irritated by now. I asked the Senior Person if he can transfer me to 121 and I got one of the most ridiculous answers ever, he asked me to "conference" him to 121 using my BSNL landline home number.... this was because Airtel doesn’t have "conferencing" facilities!!! I was about to faint by now. I cut the call.
- Then I called 121 hoping that the billing dept would be able to at least tell me how I reached 19.6 GB of data downloaded. But the guy from the billing dept calmly asked me to call 1-800-1030405!!!!!!! That’s when I realized that Airtel is scamming me and not being genuine. They don’t have the evidence that I actually downloaded 19.6 GB of data and that they are taking me for a ride with primitive applications.
This has been a very harrowing experience with Airtel 4G LTE support. I have now emailed 121@in. airtel.com hoping that they would able to help me. I am hoping for the best!