My adventure with Reliance and the Resolving Host

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@yogeshtulsiani

Chances are if you apply for a new line, you'll get a good quality line and won't face issues. Even if you do, getting line issues resolved with mtnl seems to indeed be easier given your experience with rcom. If the mtnl line does turn out to be good, you could even switch to the 8mbps plans. If you switch to mtnl, get a completely new telephone line though.

 

[siddharthbala]

I am just curious to know, when you ping a web site do you ping with the URL or the IP address?

I use both - hell, I even did a tracert to see what was up, but it didn't even go beyond my router. Both tests (ping and URL) failed to produce a result - I simply get that adorable little dinosaur in Chrome with a message saying 'Unable to connect to Internet'

@yogeshtulsiani , I highly doubt they've done anything with the issue, it seems they are just interested in stalling for more time. It would seem the Appellate Authority isn't doing anything either. I got this mail from them on Thursday:

On 8/14/2014 7:22 PM, RCOMAppellateAuthority Mumbai wrote:

Dear Team,
Kindly address the issue from your end and reply to the Customer accordingly.

Regards,
Appellate Authority
Mumbai

The best part? This was what the "team" had to say:

Dear Customer,

Warm Greetings from Reliance Communications Ltd.

We regret the inconvenience.
We have escalated your complaint for Phone Number <redacted> to our concerned team, they will look into this matter and do the needful at the earliest.
For more details and assistance, write to us on [email protected]

Assuring you of our best services always.

Thanks & Regards,

Rcom Wireline Appellate Authority Esc.
Reliance Communications Limited.
Contact number: 18602002011.

You can contact us on 18602002011 from Monday to Saturday excluding 1st & 3rd Saturday and National Holidays between 9.30 am to 6 pm.

I had written earlier to [email protected] on the 2nd August 2014 and received absolutely no response from them, and now the Appellate Authority, the person who is supposed to be on a higher level than the Customer Care Service, is now diverting me to the Customer Care.

This was the mail I sent to them :

Hello,


My internet has been down for the past three days, starting from Wednesday evening 30th July 2014 (Webpages are stuck at “Resolving Host”, attempts to ping any site result in “Destination Not Reachable”.)


This is the second time in three months that this has happened. Attempts to call the Customer Care lines have been pointless – I have waited over 1 hour at one point to speak to a customer care representative to try and get the matter resolved but have been stuck listening to your annoying jingle and two looped messages, over and over. Not once during any point I have called - which has been 8 times over the past three days – did anyone pick up the phone.

I await response and action regarding my issue.

Complaint Numbers are listed below:

CNM10001415324

Siddharth

So much for "escalation" indeed. This entire thing is turning out to be quite a big farce.

 

[yogeshtulsiani]

I called up the Appellate number yesterday & got a call today. I asked them to terminate since I have no hope the connection will start again. The guy said they were facing permission issues - God knows how long will that take? I already have a phone line & ADSL router so I called up MTNL on 1500 & applied for the Rs.550 plan (1 mbps 7 am to 7 pm, 1.5 mbps 7 pm to 7 am). MTNL said they will take 2-4 days & will send a line man to activate.

Now I'm keeping my fingers crossed to get a refund from Reliance.

 

[siddharthbala]

So I sent them another response today, because why not:

Appellate Authority, Mr. Pankaj Sootha and The Reliance Broadband Staff,


It is now the 21st of August, 2014 – almost 22 days since the connection has been down from your side, and yet I still receive a bill (attached with this e-mail). I would like an explanation as to how you are unable to provide the paid service of a broadband connection to a customer yet your billing services seemingly work flawlessly. Perhaps if your billing department was given charge of running the technical side of the broadband service, we might not even be having this conversation.


Not only has your “escalation” of my complaint not worked, I have since not heard anything from the Reliance team on an ETA or even a definitive reason for why a paying customer’s internet connection has been down for what will be almost a month now without so much as a general notice. The irony is that the message that was sent to me asked me to contact ‘[email protected]’ which I have already done, on the 2nd of August, 2014.


I refuse to pay this bill due to non-receipt of service for the past 22 odd days due to problems on your end and if the connection is not back by the 31st of August, will be proceeding to terminate the connection and seek a connection from a competitor. I shall expect your full co-operation on this issue until this issue is resolved or until such time as I choose disconnect this service, whichever comes sooner.


Regards,

Siddharth B.

Subscriber ID: <redacted>

Customer Account Number: <redacted>

Contact Number: <redacted>

Let's see what they have to say for themselves. I bet it's another "escalation". >

 

[yogeshtulsiani]

I got a mail from Reliance after I called up the Appellate number that the connection has been terminated w.e.f. 19th Aug 14. Now I need to call them up again for the waiver for the period the connection was not working.

 

[yogeshtulsiani]

Got my MTNL connection activated in 4 days time, already had the router with me. It's not as good as Reliance but it works.

 

[siddharthbala]

So an update from my side - Internet still down, but my company is currently sponsoring my internet bills and they got me a pretty sweet postpaid 3G connection on my phone which I can use for tethering without a problem.

Also let the kind folks at Akosha.com go to town on Reliance and do the fighting for me in the meantime. Let's see what they can do.

 

[Linu]

So an update from my side - Internet still down, but my company is currently sponsoring my internet bills and they got me a pretty sweet postpaid 3G connection on my phone which I can use for tethering without a problem.

Also let the kind folks at Akosha.com go to town on Reliance and do the fighting for me in the meantime. Let's see what they can do.

Friend I have no internet now 10 days Reliance did not do anything....same thing happened to me last yr..... irritated ..cable cut..... I am staying in Bandra...........errrrrr!!!!

 

[siddharthbala]

Friend I have no internet now 10 days Reliance did not do anything....same thing happened to me last yr..... irritated ..cable cut..... I am staying in Bandra...........errrrrr!!!!

Yeah, from what I gather so far, this is a problem that affects Andheri and now, as you say, Bandra - sorry to hear about Linu. I don't buy the excuse of "cable cut" from them because there needs to be a genuine reason to do that (not a single one of which paints them or their field technicians in a good light - I mean, if they were cut for being illegal, it's not like they'd actually admit that straight up) and their silence on the matter is deafening. Anyway, the folks from Akosha have taken on my case and are currently battling it out with them - let's see, if the matter goes to court then so be it. I've got nothing else better to do anyway, so bring it on. Technically, if it goes on for longer, they would be in violation of DoT Regulation No. 304-6/ 2004-QoS Section 3. Sections ii and vi.

 

[Linu]

Yeah, from what I gather so far, this is a problem that affects Andheri and now, as you say, Bandra - sorry to hear about Linu. I don't buy the excuse of "cable cut" from them because there needs to be a genuine reason to do that (not a single one of which paints them or their field technicians in a good light - I mean, if they were cut for being illegal, it's not like they'd actually admit that straight up) and their silence on the matter is deafening. Anyway, the folks from Akosha have taken on my case and are currently battling it out with them - let's see, if the matter goes to court then so be it. I've got nothing else better to do anyway, so bring it on. Technically, if it goes on for longer, they would be in violation of DoT Regulation No. 304-6/ 2004-QoS Section 3. Sections ii and vi.

I just now after you wrote ....called Reliance and now they r saying the cable line has been fixed today & net would be restored tomorrow afternoon BUT someone will come to my place tomorrow to fix the cable which is strange :banghead:....Poor service and information. Anyways ....2 weeks no net...! Hope all goes well for you Siddharth...