Can Indian Operators like Airtel be more proactive?

Cellular services like any other services can face downtime. In the recent years we have seen uproars over Blackberry services going down very frequently. While operators worldwide make efforts to keep downtime minimal, they also try to pacify customers and keep them informed. The situation however appears different in India. The latest fiasco is with leading operator Airtel.

Since evening I had seen tweets from Airtel customers citing no network availability. It appeared that customers who were on roaming were facing the issue. Adding to this customer care seemed to be non-functional.

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Keeping up with the infamous trend, Airtel was busy on twitter sending out the same tweet for all affected customers.

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Though I initially assumed that only customers in Hyderabad (who had numbers from other states) were affected this tweet proved otherwise.

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For such a large-scale problem Airtel seemed to be least bothered about intimating the estimated time of completion. Now let’s assume they had tweeted about that and I missed it! Still for a high activity twitter handle like @Airtel_Presence it becomes difficult to scroll down to find one tweet. Providing the answer in their ‘standard tweet’ would be the best bet. This is what I received for an appeal to be proactive – again the standard reply :(

Airtel-presense-blunder

 

I personally feel that telcos must provide more care for customers on roaming. Inability to contact someone outside home circle for hours would certainly causelot of stress to friends and relatives back at home. One user cited customer care thatnetwork would be up at 10.30 – 11 PM. Point to be noted is he cites postpaid number not working (others tweeted about issue during roaming).

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With situations like this, one will be forced to opt for backup number from another operator. Shall we say operators just want that to happen – to grow their revenues?

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  • Vishal January 23, 2014 4:15 pm

    Airtel customer service team and their Nodal/Appellate officers..al l are scammers. I have complained for an issue reagarding my number and continuously for 7 days I was being replied with same scripted template..AIRTEL SUCKS BIG TIME !!!

  • UDAY KIRAN K December 16, 2013 8:44 pm

    I am facing signal problem for past 20 days, when i ask customer care they asking me to replace the new sim.. replaced also no use, other than that airtel rockz

  • Abrar December 16, 2013 6:38 pm

    The reality about customer care of most operators is that they are trained to stop using their brains. Instead they try to give rulebook replies which can irritate lot of people.

  • nik December 16, 2013 10:22 am

    i am facing the same issue regarding the customer care not able to solve the problem…got activated 129 bbm plan on airtel and they haven’t yet activated 300 sms pack …its been 5 days since i am complaining my issue to them.

  • Sayantan(Kolkata) December 16, 2013 9:47 am

    Yes,similar problems were here in Kolkata too a few months back.Airtel was having network problems at few places in kolkata.Some metro stations were without any Airtel signal previously there used to be signal in the stations.
    Airtel has another strange problem.Sometimes at certain places in the city,Airtel‘s signal goes away suddenly.When the tower is changed,the signal comes back.This usually happens while travelling in the city.Else Airtel is awesome.

    • Kaushik Roy December 16, 2013 12:03 pm

      thats right
      sometime the mobile with airtel SIM gets automatically switched off and suddenly you realised that mobile is switched off without any reason
      Airtel in kolkata is more vulnerable to technical fault than vodafone as I used both the SIMS regularly though coverage wise airtel is slightly better than vodafone specially indoor coverage
      Airtel has pretty poor coverage in Bangur Avenue,Laketown,Bagmari,Kankurgachi as I saw mobile network goes off suddenly
      Vodafone is quite bad in Maniktala,Chaltabagan,Dumdum,New town as per my use

  • Suyash December 16, 2013 6:46 am

    Can I buy SIm card from other state to avoid such problem…

    The problem is that I must have to give them One Person name who Stay thier….But What if I dont anyone or more trust…..This rule should be removed because everyone have now Aadhar Card…

  • Vishnu December 16, 2013 6:36 am

    Find Sunil Mittal’s email ID and send him a Email. Then see how the CC will respond to you. Tried and tested for RCOM, Tata Indicom.

  • SS December 16, 2013 1:13 am

    Similar experience with me. I was roaming in up west with an airtel delhi connection, whenever i called a number, it would say “phone number not in use” even, calls to cc didn’t went thru.

    This drama continued till i entered up east.

    • pradeep December 16, 2013 10:59 pm

      i taught that the problem was with bsnl alone…
      happy that Airtel too have such problem
      Bsnl rockz :p
      happy to see bsnl to follow this too from avoid ;)

  • abhishek chatterjee December 16, 2013 12:53 am

    itne customer hai airtel k ki bechare ka OVERLOAD ho gaya he :P :P

  • sujit December 16, 2013 12:45 am

    Their incident mgmt team would be working on it. And my number was working fine in roaming.
    the twitterr response are from a bot.

  • Hari Krishna December 15, 2013 11:33 pm

    @Telecomtalk Hi, We are working on it and will get it rectified soon. Thnx Lokesh

    :p

    • abhishek chatterjee December 16, 2013 12:49 am

      HAHAHAHAHA :D :D :D :D

    • Shuvam December 16, 2013 6:11 pm

      +1 :D

  • ANUJ December 15, 2013 11:25 pm

    even I bought a sim card of Airtel.reason being was the best telco operator.. but I was wrong…as soon as I started accessing internet on it,it disappointed…internet is getting frequently disconnected.I have sent two mails about this.but they are not able to sort out this thing,,stating that you Internet is working is fine..but I am still facing the problem…so I have decided to port to vodafone….bye bye Airtel….Airtel sucks!!

    • Madhav December 16, 2013 8:16 am

      Me too. That’s reason I leaved Airtel and joined Idea.

  • raj December 15, 2013 11:21 pm

    relax guys…same thing happened for tata docomo 2yrs back…entire south india docomo network is down..the hilarious part is even vodafone n/w is also down at same time for over 6hrs.I remember calling my parents taking my friend’s phone (airtel)

  • Dinesh Jayakrishnan December 15, 2013 11:03 pm

    Its time port out to vodafone ..
    at least thy care for their customers …

    • vikas December 16, 2013 11:06 pm

      Vodafone dont listen to their customers
      I sended them mail regarding 3g network issue but they dont do anything, mail also sent to nodal office but no use.
      Circle-Delhi

  • Dinesh Jayakrishnan December 15, 2013 11:03 pm

    Its time to port out vodafone ..
    at least thy care for their customers …