Our Experience with Airtel MyPlan : Issues we faced

Now a days as soon as we call Bharti Airtel exclusive Post-pay Customer Care and enquire them about plans they just start off saying “Sir/Madam Airtel has launched first of its kind myPlan in India where you can design your own plan and get it activated on your Airtel number. You can also change your plan anytime online or by calling 121.”

Me:Enough! What’s first of its kind? It’s a similar kind of plan TATA Docomo already implemented some time back.

Anyways that’s a different part of our story and coming to the present scenario according to the current information available with ARC’s , 121 email support and 121 voice support Airtel is offering only myPlan which consists of 5 different plans 199, 299, 399, 599 and 999 exclusively for postpaid individual users and no other plan is available nor being given to individual customers. So, customers are indirectly forced to select plans only from these 5 available plans below and thus they are entering into myPlan.

airtel-my-plans

It’s very nice of Airtel to come up with such plans that provides a lot of comfort to user, appreciate it.

There is a section on Airtel Website that shows us these plans too. ( Update: 11:40 am Nov 18, this has been removed)

airtel-rtf-removed

Do remember the first two plans are RTP and RTP – FR plans as well providing per/sec tariff. Well if you like these and visit an ARC to convert your prepaid or MNP into any of these Postpaid plans just saying don’t waste your precious time as according to the information they have these plans are not available and you can’t get into any of these 3 post pay plans except myPlan.

My Experience at ARC (Sri Potturi Complex, Vijayawada, AP Circle):

Me: mam I would like to Port into Airtel (post pay to post pay), wanted Travel Mate 499

CC: ok sir, which plan? Are you aware of plans or shall I explain?

Me: Travel Mate 499

CC: Excuse me sir, I’m not asking your plan on Donor Network.

Me: I’m saying about plan that is available on your site, Travel Mate 499

CC: Discussed with Head of that ARC and came up saying sorry we don’t have that plan and where did you get that plan info from?

Me: I didn’t know where to hide my face that time.I waited for 90min to get any help and finally somehow managed to get help from sales head of AP. Even then nothing new happened, same situation and finally I ended up taking myPlan 399 and left that place.

Do Bookmark till this part of story as the things that happened after leaving ARC are really interesting and I’ll discusses them in a separate post.

1: According to TRAI’s TTO- 51 Amendment

TRAI-TT0

 

If we clearly observe all the 5 myPlan postpaid plans available, all have a base tariff on per minute basis which differs from circle to circle (50p,60p etc.) and hence there is no plan which is in compliance with TRAI’s TTO that is “at least one postpaid plan shall be offered to users with pulse rate of one second for local and national long distance calls and hence this clearly shows that Airtel is not providing it’s individual users with at least one Postpaid plan on /sec basis as both the 99(RTP and RTP-FR) and 499 plans are not given to individual users.

We have also shared the same TRAI rule earlier on TelecomTalk as well.

Below is the screenshot of *base tariff (varies for circle) for Airtel my Plan.

aitel-base-tariff-my-plan

2. According to TRAI’s 55 Amendment:

airtel-trai-amendment

As ARC’s are no longer allowing or permitting new post pay users to any of its old postpaid plans ( even if you call the CC they say old plans have been removed after myPlan) other than to its 5 available myPlan plans it is clearly understood that RTP-FR 99 plan is not provided by Airtel.

If we observe these 5 plans none actually gives RTP-FR benefit unless if we add an add-on pack of 75(Roaming Incoming free) which is just a top up and not a base Tariff plan available for customers. This entirely redefines the meaning of RTP – FR plan defined by TRAI.

So, if one is not allowed to migrate into or take a plan from RTP 99 or RTP-FR 99(If these are offerings to satisfy those rules) which are mentioned on their site before switching to myPlan, Airtel seems to be in noncompliance with TRAI TTO.

As I’m aware any operator takes prior approvals from TRAI of all their plans to introduce them into market I wonder if there are any other postpaid plans from Airtel kept behind the scenes to comply with TRAI TTO. Consider RTP-FR 99 (which is both a combination of RTP-FR and /sec tariff plan) to offer for individuals which ARC’s are not accepting requests for.

I don’t understand if this is a miscommunication among their Sales and Service group and top officials who designed the plans or a Marketing gimmick to make people move into myPlan and stop them using any other plans.

Email Communications which I made:

I have enquired about Travel Mate 499 saying I wanted to move into postpaid from prepaid and cc provided me with document of the plan as well.

airtel-email-cop-com

Now if we take it for granted and go for ARC they say this plan is not available at all and will offer only myPlan to us.

After migrating to post pay with myPlan active on my number I again requested for the plan and I got this response. You can’t move to any other plan except MyPlan.

airtel-myPlan-mail-updates

So, End of the day what as a user can i conclude?
1. Plans are available but request not being taken by ARC at the time of new post pay connection or migrating via MNP?
2. Plans not available? Then only myPlan offerings are not in compliance with TRAI TTO.
3. Any miscommunication internally?
4. Providing those 2 plans (RTP & RTP-FR) to comply with TRAI TTO but not activating to individual users?

Whatever it is I have faced tough times migrating into Airtel with the plan as well with the porting procedure. All I can say is myPlan is a Swiss knife to it Business Model.

As myPlan is recently launched, only Airtel should know what it is really offering to its individual users.

Dear Readers if you are already on myPlan do share us your experiences.

PS: It’s not possible to post the entire email communication. I have taken all possible steps to prevent any wrong information to be updated here and these are just my experiences and opinions I faced with Airtel. Have you switched to myPlan or have you faced any issues while switching to MyPlan? do let us know via comments.To come up with this Analysis it took us nearly 20days of groundwork.

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  • Umashankar S - Chennai July 24, 2014 4:54 pm

    ************************Airtel response to change to other plans from myplan***************************
    Namaste!
    You wrote in on 04-12-2013, with a request to change the bill plan for your airtel mobile 9710310373.
    We regret to inform you that, as per the process guidelines once you opt Myplan you cannot change to other plan. Therefore, we are unable to make this change to the desired plan.
    However, for your reference, we have attached the list of Myplan. We request you to confirm the plan name from the enclosed list, in case you wish to initiate a bill plan change.

    We appreciate your cooperation in this regard.

    Yours Sincerely,
    Yathish gowrav A
    Customer Care
    Bharti Airtel Limited

    *******************************************

    Hi,

    I have tried with AIRTEL MYPLAN and unfortunately activated it after the c37
    cug plan change and now BP to 121 returns MYPLAN as the bill plan. So please
    take this as a new request and change my plan to C37 CUG plan as requested.

    Sorry for the inconvenience caused..

    Thanks
    Umashankar S

  • nilanshu kumar May 9, 2014 10:22 am

    I convert my prepaid airtel to postpaid with my plan 199 after some month I changed it to 299 and I am happy with airtel my plan .

  • Himani February 22, 2014 8:58 am

    I am on myplan 999 since two months. Its nonsense but then do we have a choice?

  • VIGNESH January 25, 2014 8:54 am

    Hi,

    I have also faced the same problem. I migrated from prepaid to postpaid before 2 months.
    That time I opted for corporate CUG plan. But, Customer Care said they did not find that particular plan and informed me to select “My Plan” and later I could change it to corporate CUG plan.

    Now, When I asked for CUG plan, they said there is no way to come out of My Plan.

    Did you escalate this issue, so that I can also follow the same way?

  • Sreekumar December 28, 2013 5:10 pm

    I am told by airtel customer care that once I switch to myPlan, I can NEVER EVER go back to the plan I have ( corporate plan). I fail to understand the logic, nor did they provide me the rationale.

    Any thoughts on this ?

  • deepak December 9, 2013 8:36 pm

    very bad , airtel itself try to loose there qaulity , we cant do anything , its india, happens here only.

  • Saif Hashim December 6, 2013 10:05 pm

    I was using Airtel Prepaid..
    migrated to Postpaid my plan 599 . I was assured by telecaller and even sales executive after every single call or sms I will get remaining balance as flash message so as to keep track on Num of calls to local and STD nums. but I never get the detail over flash meesage nor there was any record at customer care for balance minutes left… well its clear cheating … and my bill which I was expecting max 600 to 700 came as surprise of 1245 ..last day all of sudden unbill was jumped from 107 to 405 clarification given via itemized bill was excess use of GPRS…wtf…. will c the plan for two more month last option back to prepaid or switch to other operator..

    Saif Hashim
    9438370700 ODISHA

  • sunil November 21, 2013 11:30 pm

    no, it has been changed now. to get whole details. you need to pay rs 50

  • Huxley Dcruz November 19, 2013 7:21 pm

    You nailed it dude. Job well done by SriK… Hats off to you………….There is nothing new int these plans. Its Old wine in New Bottle.

  • SixthPatialaPeg November 19, 2013 5:03 pm

    Funny part is that I am on a 299 rental on Airtel and I tried migrating to MyPlan 999, the system did not allow… how funny can this be:)

  • Kanaga Deepan N November 19, 2013 10:38 am

    You nailed it bro… Yet another job well done by SriK… Hats off to you…

    • Pavan November 19, 2013 11:19 am

      +1 . Good Job

  • Kaushik Roy November 19, 2013 10:16 am

    Per second roaming plan is a big mistake from airtel and they are now withdrawing it
    Postpaid 99 plan is withdrawn in kolkata almost 4 months ago.I enquire that from airtel ARC. Only 499 plan is available at that time.
    They are providing roaming incoming free with 75 add on pack
    in kolkata among the biggies only airtel provides outgoing roaming call charges at 1.5p/sec and roaming incoming is free with STV 194 valid upto 180 days and this STV is available at almost all circles
    Vodafone provides outgoing roaming calls at 90 p/min for 180 days with BC 199 and roaming incoming free
    Even idea which is among last in kolkata also provides outgoing roaming local calls at Re 1/min and STD calls Rs 1.50 /min with STV 231 for 180 days
    and BSNL also provides only outgoing roaming local calls at Re 1/min and STD calls Rs 1.50/min with STV 199 for 180 days
    But all these operators has 1.5p/s roaming plan with free roaming incoming with STV varies between 69 to 79 in with validity of 30 days

    • Pratik November 19, 2013 1:12 pm

      Vodafone Gujarat don’t have any monthly plan for roaming free incoming .

      Only Two Plan
      1) 5 Rs / Per Day
      2) 38 Rs/ 7 Day

      • Kaushik Roy November 19, 2013 8:50 pm

        there is 76 plan with 30 days validity and 202 plan with 180 days validity and incoming calls free in roaming
        Check with Vodafone Gujarat

        • Pratik November 22, 2013 5:31 pm

          Thanks,

          I just recharged with 76 plan but 202 plan is not available.

  • sunil sangtani November 19, 2013 12:04 am

    hi tt team and readers.
    experience is same like everyone of you.
    ported my number to airtel postpayed with my plan.
    its right. there no any plan for per second call rate. neather you can take another plan other then my plan.
    airtel’s mnp tranzition is simply disgusting. they never do any comunication regarding porting time, request received etc. for that matter, i really apriciate vodafone’s transparent system even for porting out from there network. it took airtel more then 2 days to my number active and running. although this is a different story that i made them crazy and got a commitment the wave rs 300 as a waver, but all way around, am not satisfied from airtel’s polacy.
    although this might not be related, but, i subscribe to there e-bill servis. and there emails says, local call details available free of charge. what the hell here? why not complete details for every calls i make?
    when i enquired to airtel cc, they say, (no you will get all the call details).
    am waiting for my first bill get generated so that i can check whether am getting all call details or only local calls details? also, do they fullfill there promiss of waver of rs 300?

    these unlawful acts should be taken seariasly and must be stopped. tt team, please do something if it is possible.

    • sujit November 19, 2013 12:49 am

      in ebill you get local + std call + sms + roaming incoming + gprs session details :)

  • Subeesh November 18, 2013 11:58 pm

    Try MTS..Its better than any network…599 True Unlimited…I tried…
    SMS Free..
    Call Free to any network.

    • prasad mayya November 19, 2013 8:23 am

      yes ……i agree….. if we have good network, then we can use cdma n/w……….

  • Vyshak November 18, 2013 9:12 pm

    Even i faced this kind of situation while migrating. Thanks Sri for coming up with your experience and letting users know.

  • aman November 18, 2013 8:25 pm

    airtel my plan are worst plans and expensive as compared to older plan and the benefits are just a gimmick which not worth it.hope airtel read this

  • inderpreet November 18, 2013 6:36 pm

    i am too stuck up for 3 months in my plan
    bcz before 90 days we cant port our number

    minutes only free on mobile no landline

    n that too no per second plan aval

  • Rama November 18, 2013 6:28 pm

    Yesterday i sent a porting request to airtel and today i got a call from their cc for confirming the same.first of all i was amazed by the fluency with which the cc reprensentative was speaking,he asked me the reason for porting and i said him that that 2G speeds were too low on airtel only about 10 to 11kbps whereas as vodfone was providing me 30kbps the cc guy told me that he would try to resolve it and in my mind i was like yeah i believed you(sarcastically) but the next moment i was finding my download speeds fluctuating between 30 to 35 kbps on airtel and i think that is certainly appreciable.

  • Samy November 18, 2013 4:43 pm

    On a serious note #Airtel is an abuse to consumerism.

  • SS November 18, 2013 4:02 pm

    Even though maximum connections in my family is prepaid but still i consider postpaid to be very economical for heavy users. Airtel’s my plan is very confusing for me. I think, the older plans were much better. Now, i think vodafone and idea and BSNL are the better option for postpaid. Srikapardhi- why didn’t you go for vodafone or idea postpaid?

    • Srikapardhi November 18, 2013 4:18 pm

      I have their postpay connections as well.Migrated to Airtel postpay for Analysis on Myplan :)Hold your breath i already drafted MyPlan analysis as well , coming up in 2 or 3 different parts. it may be live anytime soon. thx

      • Singh, Indore November 26, 2013 7:03 am

        Which one is better between idea and airtel according to your experience.

  • pavan.nivarthi November 18, 2013 3:02 pm

    i too faced same kind of issue , Prepaid MNP to Airtel Postpaid plan, they refused to take MNP request and asking to new connection. I got shocking response, store people told that currently we are not taking port in Requests .
    I don’t know why they are refused to take Port in request.

    This is also Violation . Trai is sleeping and i guess one more scam involved in Telecom Industry.

    • Watcher November 18, 2013 4:14 pm

      This is not just practised by Airtel but other operators too. Once a friend of mine wanted to migrate from Vodafone postpaid to prepaid. He was flatly denied and asked to visit a different store. The irony is another pre-paid customer walked in to buy a new SIM and his request was granted.

      This shows that they are able to provide pre-paid SIMs and also handle migation requests. They only denied it since subscription migration to prepaid and closing billing accounts affects their store performance statistics.

      This is illegal and our TRAI is only for penalizing customers and demanding taxes but doesn’t work for the benefit of us consumers.

      • pradeep November 18, 2013 11:39 pm

        i successfully converted from MTS POSTPAID TO MTS PREPAID.
        FIRST I VISITED THE STORES. THEY NEVER RESPONDED.
        ALAS GOT FRUSTRATED.
        I RAISED A COMPLAINT IN PG PORTAL.
        AND FINALLY I SUCCESSFULLY CONVERT FROM POST PAID TO PREPAID MTS. IT TOOK AROUND 26DAYS FOR THE PROCESS. BUT SUCCEEDED
        HOPE OTHER USER ALSO DO THE SAME
        THIS IS THE ONLY SOLUTION