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Reliance broadband outage to last till April 21; upset users seek bill waiver

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Preeti
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BANGALORE, INDIA: For over two months, customers of Reliance broadband services have been suffering from network issues. Reliance has been pacifying them by attributing it to nation-wide outage, which is now expected to last till April 21, 2013.

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The latest outage was on April 14, 2013, when telco's GSM and CDMA services were down for over a day. The customer care centre is flooded with complaints, but Reliance has the same answer for all.

Karanpreetsingh Gill registered a complaint on a public grievances website on April 8, 2013, stating he has been facing problems with Relaince internet since December 25, 2012. He has been following it with Reliance, but in vain.

His problem began when he upgraded his plan to 1Mbps. The internet went down in February and soon after there was national outage till March 31, 2013. "Again after that I kept complaining to customer support of Reliance and they just updated that there is again national outage which will last till 21 April 2013. In the meantime I gave request for waiver for March outage and that was denied saying that I was using internet," says Gill.

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For all his problems Relaince customer care has posted a reply on April 8, 2013 saying: "We have noted your complaint. The matter has been escalated to our customer service team who will get in touch with you directly to resolve your concerns."

However, Gill is not alone in making such complaints. Shikher Tripathi says when he complained about slow speed, he was told there was a network outage and would be from 10 am to 12 am till February 8, 2013. "As I had no choice I patiently waited till February 8, 2013 but it was all the same. When I again called them the next day on April 9, 2013, they had a new update saying the outage will continue till April 21 and promised me that I will get speed according to my plan with proper ping (mean according to 1 mbps 80 -100 ms )".

Another Reliance customer Yatin Taneja says: The issue has not been resolved. The only call I've received is the reminder for bill date (9th April)." Like Gill, she wants Reliance to stop generating bills till the outage is over.

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Reliance has written to her: "As per your telephonic with our customer service associate we wish to affirm that your aforesaid concern has been discussed and resolved to your satisfaction."

Reliance is yet to reply to CIOL query.

 

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