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Serious Quality issue with Xstream Fiber

RumbaMon19

Feel Pain.
I have been using Xstream Fiber for 11Months, every month, there would be some issue on the backend for which net has to be stopped for half a day. They would message regarding it in advance so not much of a problem.

But on 6th May, the net stopped working. I thought it would be again from their backend so ignored. On 8th it was still not working, and my phone's net too had finished.

I was literally without net, so had to beg my neighbour for wifi and recharge with data addon pack, as the previous packs data was already exhausted.

Now I tried placing complain yesterday on Airtel thanks app but it didn't work, again due to some issue from their end as per app.

Today it did lodge the complaint but to my surprise, the technician will visit on evening of 13th may. That it is after 5days.

I tried calling customer care and now they have made it such there is no way to register a complain rather I must say there is no way to talk to a person. I am on there 999 plan and I am not getting internet for whole week, for which I will be billed too. Like I am literally giving away 1 week of internet money free to them. They have no human cc, the chat support is also a bot. This is not a local isp whose office I could visit and have word. This a scammer like practice from Airtel.

Moreover, my net usage is approx 8-10 gb/day, now since i am using low speed phone internet, I have to limit it. I use Airtel sim and here 3gb data addon costs 58rs. So in total to 2gb my base pack provides me everyday, I have to also add on 6gb data worth rs 116. Nice way to extract more money.

They don't have prepaid packs too. Only postpaid. I was once out of station so I missed the payment deadline by one day. The next day their cc called me and is kind of harrassing me. He was talking in a rude tone and said that why have I not paid them? I told him that I had been paying bill from past 10 months, will pay this month also, but alas he was not ready to listen acting like some Gunda.

Now I am definitely moving to jiofiber, neighbour got it installed 4 months back and says there was no downtime during that period.

But I have some questions.

1) When and how shud i get my Xstream Fiber deactivated? I asked on call they said I can transfer it to someone else's name but cannot deactivate

2)What can I do in the meantime except waiting for jiofiber to get installed? The person said he has a long que right now due to high demand and says my turn will come late.
 

patkim

Cyborg Agent
What is the net issue. is it fiber cut (LOS indicator blinking Red) or you have PON ON but no phone/no internet?

How to connect to Airtel cc when you have already raised an SR?

Do not select Internet Issue in IVR, (If you select internet Issue, it will tell you the status of your current SR and close the call) select other choices like bill plan/billing etc and then wait for the IVR to say - to talk to customer care press 9. I have done this trick many a times. At least when I tried it in past, it worked.

Airtel Broadband Appellate

Write to net at airtel.com cc to gopal.vittal at airtel.com (CEO) and share your experience and make a noise. I have done that many a times in past.

The retention team has their KPA result assessment measured by their ability to retain the customer, hence they try to fool you by saying connection cannot be closed. Just be firm and mark a mail to above ids stating that you wish to close the connection, if you really wish to.

First insists on solving the current issue with airtel, have a working net connection and then make a decision about closure. All ISP’s are same in my view. In my area interestingly for a long time all ISP’s had given last leg maintenance contract to the same third-party company. So irrespective if I was on You/Spectra/ or Airtel, the field engg from the same third-party company would come to fix the issue!!

If net is urgent and you foresee delays from airtel, consider buying a separate prepaid mobile sim for a month directly by visiting say VI gallery or so (this way the activation will be faster) and look for best possible data plan / day for a month.
 
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OP
RumbaMon19

RumbaMon19

Feel Pain.
What is the net issue. is it fiber cut (LOS indicator blinking

There is no link so most probably fiber cut. If it was a link problem others in neighbourhood too wud face it.


Do not select Internet Issue in IVR, (If you select internet Issue, it will tell you the status of your current SR and close the call) select other choices like bill plan/billing etc and then wait for the IVR to say - to talk to customer care press 9. I have done this trick many a times. At least when I tried it in past, it worked

Yes, i tried other options too all led to Airtel thanks app and then cut the phone.


Write to net at airtel.com cc to gopal.vittal at airtel.com (CEO) and share your experience and make a noise. I have done that many a times in past.

Will do this for sure.
If net is urgent and you foresee delays from airtel, consider buying a separate prepaid mobile sim for a month directly by visiting say VI gallery or so (this way the activation will be faster) and look for best possible data plan / day for a month.

I was actually thinking to get a new fiber connection from jio of a cheap 399 plan and downgrade current plan a bit to 799 to achieve net stability during emergency.
 
My friend had issues with airtel fibre as well, so after a few months of issues, he just got it cancelled & switched to ACT. You can definitely cancel your internet, unless you have already paid for 6 months or something with some months remaining, in this case, you will likely lose the remaining months without any reimbursement.

If you are paying monthly, just say that you are moving out & specifically ask for cancellation. They might offer you to put it on hold, be clear that you want to cancel it. Just mention some Tier 2 city where airtel doesn't exist. Even I had airtel till almost a year back, I asked for it to be cancelled when I shifted my place, but after a month my bill was generated & got to know they put it on hold for some time. Had to spend unnecessary time getting the bill removed & getting it cancelled. Make sure you don't see the connection anymore on airtel app. I raised the disconnection request via call. Record calls.
 
OP
RumbaMon19

RumbaMon19

Feel Pain.
I have mailed them twice by now, no reply.

I posted this on reddit also, people there are telling me Airtel has stopped human cc for fiber, so only option is to go to Airtel office nearby and do bit of Hungama there. But the nearest one is 8-9Km from my house, will visit tomorrow then.
 
I have mailed them twice by now, no reply.

I posted this on reddit also, people there are telling me Airtel has stopped human cc for fiber, so only option is to go to Airtel office nearby and do bit of Hungama there. But the nearest one is 8-9Km from my house, will visit tomorrow then.
Try to visit the local office, if call is not happening.
 
OP
RumbaMon19

RumbaMon19

Feel Pain.
Today I got reply to mail, they were asking for my phone number. But I had given my phone number in the parent mail itself, so idk whether they are doing this to time pass or there mail system is filtering out my phone number. I sent it again.
 
OP
RumbaMon19

RumbaMon19

Feel Pain.
did you go to their office today? ditch airtel fiber and get ACT if available in your area.

Yes, today I went to their office, the person first said me I need to contact 121, i told him the whole story, then he wrote a mail to Airtel nodel head, he got reply within 5-6minutes, the technician will come tomorrow morning to fix as all slots for today are filled. I told him about all the app thing, the person has instead given me his number, and said to contact him for complains if in future the complains don't register/quick action is not taken.
 
OP
RumbaMon19

RumbaMon19

Feel Pain.
Now regarding ditching xstream fiber, I have instead decided to downgrade my plan and get a new jiofiber as only Airtel and jio are available in my place.

Instead of one connection, I will get two 40mbps plan, as reliability is more important than speed for me, plus I will get prepaid plan on jiofiber as postpaid is difficult to cancel later.
 

pkkumarcool

Game & anime Lover
Now regarding ditching xstream fiber, I have instead decided to downgrade my plan and get a new jiofiber as only Airtel and jio are available in my place.

Instead of one connection, I will get two 40mbps plan, as reliability is more important than speed for me, plus I will get prepaid plan on jiofiber as postpaid is difficult to cancel later.
what was the total installation cost of xtreme fiber and how much will be jio fiber? Here in my area only Bsnl FTTH is present asking 4k(modem+installation) +plan cost for installation.
 
OP
RumbaMon19

RumbaMon19

Feel Pain.
what was the total installation cost of xtreme fiber and how much will be jio fiber? Here in my area only Bsnl FTTH is present asking 4k(modem+installation) +plan cost for installation.

I got Xstream Fiber in offer, it was free installation+DTH box.

For jio it is about 1500 refundable+1000 installation, but if I get postpaid plan then it is free. Although I am not going for postpaid.
 

pkkumarcool

Game & anime Lover
I got Xstream Fiber in offer, it was free installation+DTH box.

For jio it is about 1500 refundable+1000 installation, but if I get postpaid plan then it is free. Although I am not going for postpaid.
then its great in my area there is no such offers.
 
what was the total installation cost of xtreme fiber and how much will be jio fiber? Here in my area only Bsnl FTTH is present asking 4k(modem+installation) +plan cost for installation.
I got airtel with free installation & router by paying for 3 months upfront. Post 3 months, the bill is generated monthly instead of once in 3 months like ACT.
 
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