Facing frequent disconnection every day

[Firephoenix]

Today was the 46th day since I had raised the power complaint, and each day in morning I receive a call from Airtel Broadband Escalation team telling me that issue will be fixed by eod but no one comes and entertains it.

I call Airtel Fiber heads in my city they blame LCO, and while I am calling LCO they say it is the responsibility of Airtel not ours, and this loop has been going on since past few weeks.

Today when I called customer care they told that I need to buy new fiber myself and then only they will fix the issue, I was like wtf man you are telling me this after 45 days and that too when your own Airtel technicians have confirmed that my fiber is perfectly fine, it is due to the lower power coming into the last junction box that is creating the problem.

Not sure what should be done but buying Airtel's prepaid connection is the worst nightmare as Airtel has to ask LCO to fix the issue and if LCO isn't interested Airtel is helpless, even Jio fiber is not that great in my area from what I have heard from people but at least it owns the complete fiber network itself

 

[nishantt6969]

LCO is responsible for maintaining cables and those distribution boxes. Try to bribe him, they are lazy, they dont usually do work for 1 single connection.

 

[igloo]

Better to try Jio prepaid. Not worth going for lco who can't entertain complains.

 

[Rajneesh Rana]

@Firephoenix Where are you in Shimla?
You can try Jio or BSNL as they have very good uptime and service for both is also fine.
Airtel is handled by ATS and they do take multiple days to fix issues.

 

[Firephoenix]

@Rajneesh Rana I live in New Shimla, major reason for opting Airtel was that their bill has complete amount of 1179 mentioned as Internet charges so my organization reimburses the complete amount to me but in Jio the bill mentions around 800 as Internet charges while remaining 300 as Platform charges for 150 Mbps plan so my organization only reimburses 800 in case of Jio Fiber and I have Jio fiber on my 2nd floor as secondary connection while Airtel on 4th Floor so I have seen even the pings are not that great on Jio and speeds are also lesser than promised like for 30 Mbps plan I get around 24-25 Mbps D/U while in Airtel for 200 Mbps plan I get around 230-240 Mbps D/U.

Airtel was very much fine for me since June 2020 , downtimes were being fixed in less than 24 hrs but for past 2 months it has become very much unreliable, I am hoping that this power issue is fixed and I don’t have to deal with ATS again atleast for few months/years.

 

[Firephoenix]

After multiple escalations again Airtel technicians visited my place and told that "ATS Network(LCO) is not helping us in this matter in changing the fiber and issues related to junction boxes, but we still feel at -28 dBm the connection should work fine as you are getting more than 200 Mbps speeds according to the plan so there is no loss in that", so they replaced the ONT and have given new Airtel XStream Fiber branded ONT, but after instalation there was some issue in the backend so they have asked me to put the fiber in the new router once the backend services are up and left the new router at my home.

Do you think it can be related to router issues also as I am getting the D/U speeds of over 200 Mbps but power displays at -27.96 or -28.54 dBm?

 

[Baby Clasher]

It can happen. Also I want to tell you that if the issue still persists then you can do a last fix. Firstly disconnect your airtel connection (call 121 and put connection termination request) then if they ask what's the problem then tell them everything... In many cases it helps as they don't want to lose an old customer. If it still doesn't help then completely terminate the connection (obviously when your plan is about to end) then apply for a fresh new connection as per your convenience (but make sure they collect the router & wire first.) Then I hope it'll work.

 

[imdarkray]

@Firephoenix here, now the Airtel field team cannot close the ticket if the fiber power is less than -25dbm.
Disconnect your modem and raise a ticket for the internet not working from the Airtel Thanks app. And see if it's the same there too?

 

[Firephoenix]

@iamdarkray They changed the ONT(Richerlink Airtel XStream Fiber branded) for me stating that LCO is not entertaining the issue so we'll do what we can from our side, currently they replaced the ONT and power is displaying as -25.4 dBm, earlier on Nokia router it used to come as -27.96 dBm, on Airtel Thanks app also it is now displaying the connection as perfect, earlier it used to display Issue is Fiber Line.

 

[Firephoenix]

So I am still facing random disconnections on my connection, the connection resumes within 1 min but I am dropped from my office calls in that disconnection, my office VPN disconnects and have to restart the laptop.

Again raised the complaint and today third time they have changed my ONT, now they have installed ZTE router while the power is still at -27.7 dBm, but Airtel is adamant that it is not a power/line issue, not sure why are they not able to escalate this to appropriate authorities so proper action is taken on LCO, rather they say we can only change ONT's as LCO doesn't consider the low power as an issue and in complete city they are operating at less than -28 dBm but no one except me has raised an issue for frequent disconnections

Even my pings are horrific since the time I took static ip, now even after dropping it few months back the latency issue remains but again they are clueless how to fix it, not sure for what all reasons I should raise the complaint.

Will wait for few days, if these issues are not resolved would move to Jio Fiber, would get less speeds but at least connection would be stable.