Thread: How I Tackled Reliance Broadband Problems

hi,
I am using reliance for the last 4 months now. I also use BSNL broadband connection for last 3 years. Getting a connection from them was no less than a pain.
I booked connection on 2 July with Rs. 500/- with an assurance to get the connection in 7 days. But didn't receive any reply from them till next 2 months. The guy who came for booking stopped replying to my phone calls. He picked my phone 2 days before Rakhi. When I demanded an answer from him he warned that I could get a connection quicker if I stay polite with him. I was very annoyed.
Then I started searching relianceada.com and collected their broadband e-mails.
broadband@relianceada.com
contact@relianceada.com
customercare@relianceinfo.com
2nd e-mail contact@relianceada.com was useless and bouncing back.
Then I saw an e-mail ID


I immediately mailed to all these IDs writing that they should close there services and to hell with reliance info etc.etc. one day before Rakhi. Next day was holiday. Then first working day after Rakhi arrived. i was working on the net at around 8 AM and 2-3 guys came to my house claiming that they were engineers from reliance and were came to give me the connection. To my surprise that they had atleast 20 labours and 5 enginners gathered in front of my house. They laid around 2 KMs cable in one day and gave me the connection within 48 hrs. I was very happy, but for a short while because the connection was going down at least 15 times a month. May be because I have only connection in my area. Its stabilising slowly now.
Doyi

This is a method i too adopt if i find any service deficient from any service sector regardless of their field and found really good results. This is the best way to go forward, by emailing as many people in that company to get good solution and result! BTW that anil ambani's email id did work or has it bounced. If yes, I have some mails to send to him, regarding reliance's deficiant services in some of his co's.

hmmm....

How can we be sure if that is Mr AA's email id ? And even if it is I am very sure, Mr AA would not be accessing it.....otherwise there would have been no need to mail his id anyway !!!!

Reliance customer care & problem resolution is truly disgusting to say the least. Nothing, absolutely nothing makes any difference to them. Their working processes are extremely complicated. There is a disconnect within the customer care organization & their technical organization.
They have NO SLA's to offer to their customers. They close problem's left right & centre just to show that they are "working hard" on customer issues.
There is no REAL feedback & ESCALATION mechanism available for customers.

By now I am convince their business is running by DEFAULT rather than by DESIGN.

cheers.

no matter how many email address you get... it would be nice to go to there local showroom and register your problem there and if still it does not work then send them a logal notice and this way they would surely reply to you.

Originally Posted by Jupiter

no matter how many email address you get... it would be nice to go to there local showroom and register your problem there and if still it does not work then send them a logal notice and this way they would surely reply to you.

Lol... it is not logal notice but it is legal notice and yes it is a right way to handle any private company as dont want to end up in legal battles...

Hi Jupiter/Zeus,

The right ways work only if the companies are working right !
i.e. There has to be will to resolve issues of customers.

What makes you think that the folks at the local showrooms are any more receptive/knowledgeable/interested than the call centre folks ?

I have not seen any dedicated counter/desk at the webworld which I go to. I admit I havent asked around.....I go only to drop the cheque.
But then Reliance is not even "selling" there Broadnet service, I have my doubts on the ability of the webworld guys to resolve anything.

As it is any complaint that one makes is logged into their system and then the complaint is forwarded to be attended by their "local" technical people if required. No issues with the process, BUT ONLY IF IT WORKS. In this particular instance when I was frustrated, I had called the call centre atleast 10 times, spoken to atleast 7 Supervisors, spent ~45 mins/call and all my complaints had been updated as closed by their "technical dept", without even informing me/confirming with me.
Only on my last call or so, did someone from local office came to my home to check/discuss my issues. The person told me that my issue was a KNOWN & ONGOING problem for the last 1-1.5 months (which not a single call centre person told me) and should get resolved in another 3-4 days. And lo behold my complaint was again "CLOSED" without my problem being resolved !!!!!

Anyway the problem is resolved as of now :-). But the whole experience was utterly frustrating and hence my rant in the prev. post.

cheers.

We are a small business which runs majorly only in internet. We have been using this connection from the past 3 months. I have been having a problem with the reliance net connection from Friday 7th Aug 2009, I have been trying to get in touch with a technician in order to get the problem fixed but all my efforts have gone in vain till date. The internet gets connected and disconnected every 30 minutes, this is my worst experience with Reliance. Every time I get in touch with the customer care they promise me that they will be sending out a technician in an hours time. I have had a loss of close to 3 Lacs of business from the past three days. There was a technician who had come to check the connection and never did anything but states that he is ill and left. I am being given only complaint numbers but none has been done yet this is one of the complaint number 106716922. WE are surprised that there is not a single Reliance customer care center in Hyderabad who can help us with our problem.

I had also faced a problem when the connection was given to our company, the agent had taken he wrong information down and we had to wait for 10 days to make sure things were sorted out.

We have tried contacting all the responsible people who have given us the reliance connection and none of them give a response back to us. A couple of the names who we have been trying to contact are.

Kalyan Mahanthi (9393338125): Reliance Network Sales Manager (Hyderabad)
Rajshekar Kinnera (040-30331636): Reliance Network Regional Head (Hyderabad)
Gopi : Reliance Network Service Head (Hyderabad)

These are the people who head part of the Reliance Network operations in Hyderabad and are not of any help to us, we were assured to get the best service when the connections was given to us but I feel it was a big lie that has been told to us.

If this is the way Reliance Network and its employees take care of their customers it will not be too late things will go from bad to worse. I request that this is take care of at the earliest on a priority so that we can run our business in a smooth manner.

Originally Posted by pmkoms3

If this is the way Reliance Network and its employees take care of their customers it will not be too late things will go from bad to worse. I request that this is take care of at the earliest on a priority so that we can run our business in a smooth manner.

Unfortunately sir, this is not the official Reliance website. We can not fix your problem, that can only be fixed by the Reliance people.

We are a group of customers of various services, just like you are, who try to help each other out by sharing our knowledge and experience.

Originally Posted by pmkoms3

We are a small business which runs majorly only in internet. We have been using this connection from the past 3 months. I have been having a problem with the reliance net connection from Friday 7th Aug 2009, I have been trying to get in touch with a technician in order to get the problem fixed but all my efforts have gone in vain till date. The internet gets connected and disconnected every 30 minutes, this is my worst experience with Reliance. Every time I get in touch with the customer care they promise me that they will be sending out a technician in an hours time. I have had a loss of close to 3 Lacs of business from the past three days. There was a technician who had come to check the connection and never did anything but states that he is ill and left. I am being given only complaint numbers but none has been done yet this is one of the complaint number 106716922. WE are surprised that there is not a single Reliance customer care center in Hyderabad who can help us with our problem.

I had also faced a problem when the connection was given to our company, the agent had taken he wrong information down and we had to wait for 10 days to make sure things were sorted out.

We have tried contacting all the responsible people who have given us the reliance connection and none of them give a response back to us. A couple of the names who we have been trying to contact are.

Kalyan Mahanthi (9393338125): Reliance Network Sales Manager (Hyderabad)
Rajshekar Kinnera (040-30331636): Reliance Network Regional Head (Hyderabad)
Gopi : Reliance Network Service Head (Hyderabad)

These are the people who head part of the Reliance Network operations in Hyderabad and are not of any help to us, we were assured to get the best service when the connections was given to us but I feel it was a big lie that has been told to us.

If this is the way Reliance Network and its employees take care of their customers it will not be too late things will go from bad to worse. I request that this is take care of at the earliest on a priority so that we can run our business in a smooth manner.

Dear Pmkoms

Our engineer Vijay visited you and as per him,all lines are working fine.

Will appreciate if you will confirm the resolution.

Warm Regards,
Reliance Broadband

Reliance is the worst telecom network in the whole world, i reckon. Not even in telecom dept., but also reliance internet(coz i ve experienced only these 2 of reliance products, i m sure rest of the reliance products r of the worst lowest quality). When i used to have reliance internet, there were all sorts of problems with its speed, quality, customer care service and back up solutions, and when i disconnect reliance internet, they charged soo much extra money from me by sending warrant at my home, when already i had returned them everything with their wires and modem and phone which they were claiming to be absolutely free at the start. Then i had 2 pay extra money for the modem and phone too. And now i ve a reliance gsm no along with a hutch no. Now i wont even suggest reliance to my enemy, coz if i ve to call my enemy and abuse him, i wont be able to reach him on his phone coz of reliance bad network. Reliance customers have to face problems with bad network, day in and day out, even though i m living in Chandigarh, which is a well developed city and where u dont have to face these type of basic problems. I Wonder what it would be like in rural areas or backward areas, i pity on those people who trusted reliance and spent their valuable money on this network.

Reliance before giving connection claims that wires, modem and phone are the free facilities which they are providing with their connection, but they charge for all the stuff when u disconnect their service that too even with double prices.. so be careful with this guys. Reliance telecom network is not no.1 at all which they claims, in fact it is no 1 from the bottom. It is almost impossible sometimes to check our balance for so many hours, then calling someone on a std no is too much to be asked from reliance. Suppose what use to happens, when we have to make urgent call or to get very important information, but reliance network is showing not available or call failed whereas everything is ok with other networks. Actually, reliance network is nothing compared to airtel or hutch networks. Even now people are facing problems with reliance big tv. So its better that one should not use reliance products, if anyone does, i m sure that person is not going to take another reliance product ever in his life. If anyone offers me a reliance product at the price of condom(i.e.Rs 10 per piece),even then I m not going to buy reliance products, because its not the monetary factor that a person has to suffer with reliance, but also it gives lots of psychological pain.

Reliance before giving connection claims that wires, modem and phone are the free facilities which they are providing with their connection, but they charge for all the stuff when u disconnect their service that too even with double prices.. so be careful with this guys. Reliance telecom network is not no.1 at all which they claims, in fact it is no 1 from the bottom. It is almost impossible sometimes to check our balance for so many hours, then calling someone on a std no is too much to be asked from reliance. Suppose what use to happens, when we have to make urgent call or to get very important information, but reliance network is showing not available or call failed whereas everything is ok with other networks. Actually, reliance network is nothing compared to airtel or hutch networks. Even now people are facing problems with reliance big tv. So its better that one should not use reliance products, if anyone does, i m sure that person is not going to take another reliance product ever in his life. If anyone offers me a reliance product at the price of condom(i.e.Rs 10 per piece),even then I m not going to buy reliance products, because its not only the monetary factor that a person has to suffer with reliance, but also it gives lots of psychological pain.

Reliance before giving connection claims that wires, modem and phone are the free facilities which they are providing with their connection, but they charge for all the stuff when u disconnect their service that too even with double prices.. so be careful with this guys. Reliance telecom network is not no.1 at all which they claims, in fact it is no 1 from the bottom. It is almost impossible sometimes to check our balance for so many hours, then calling someone on a std no is too much to be asked from reliance. Suppose what use to happens, when we have to make urgent call or to get very important information, but reliance network is showing not available or call failed whereas everything is ok with other networks. Actually, reliance network is nothing compared to airtel or hutch networks. Even now people are facing problems with reliance big tv. So its better that one should not use reliance products, if anyone does, i m sure that person is not going to take another reliance product ever in his life. If anyone offers me a reliance product at the price of condom(i.e.Rs 10 per piece),even then I m not going to buy reliance products, because its not only the monetary factor that a person has to suffer with reliance, but also it gives lots of psychological pain.

I am currently in the USA since January 2011 and have been receiving bills for usage since then while the house is locked. I have called the call centre many times to cancel the account and have the charges removed, but still today the connection has not been closed and another bill of Rs1400 was sent. My account number is 234 167 343 385.
Complaint numbers were 145764621, 145764762, 149836795, 149836561. I have spoken to many representatives and supervisors, the worst was a supervisor named Usha who has zero intelligence and could not understand the simplest request.
Reliance is a company that gets profits by cheating its customers making charges for non-existent services. Never choose Reliance for any services!!!

deleted.. posted in wrong thread.

Originally Posted by pmkoms3

We are a small business which runs majorly only in internet. We have been using this connection from the past 3 months. I have been having a problem with the reliance net connection from Friday 7th Aug 2009, I have been trying to get in touch with a technician in order to get the problem fixed but all my efforts have gone in vain till date. The internet gets connected and disconnected every 30 minutes, this is my worst experience with Reliance. Every time I get in touch with the customer care they promise me that they will be sending out a technician in an hours time. I have had a loss of close to 3 Lacs of business from the past three days. There was a technician who had come to check the connection and never did anything but states that he is ill and left. I am being given only complaint numbers but none has been done yet this is one of the complaint number 106716922. WE are surprised that there is not a single Reliance customer care center in Hyderabad who can help us with our problem.

I had also faced a problem when the connection was given to our company, the agent had taken he wrong information down and we had to wait for 10 days to make sure things were sorted out.

We have tried contacting all the responsible people who have given us the reliance connection and none of them give a response back to us. A couple of the names who we have been trying to contact are.

Kalyan Mahanthi (9393338125): Reliance Network Sales Manager (Hyderabad)
Rajshekar Kinnera (040-30331636): Reliance Network Regional Head (Hyderabad)
Gopi : Reliance Network Service Head (Hyderabad)

These are the people who head part of the Reliance Network operations in Hyderabad and are not of any help to us, we were assured to get the best service when the connections was given to us but I feel it was a big lie that has been told to us.

If this is the way Reliance Network and its employees take care of their customers it will not be too late things will go from bad to worse. I request that this is take care of at the earliest on a priority so that we can run our business in a smooth manner.

I agree i have been facing same issue in mumbai,
it seems that when it comes to reliance engineers, they are very irresponsible and not well trained.
and also lack of proper communication channel between engineers and customer care.
my customer ID is : 351887201606

Await post here or contact by email :!!

This is to inform you that your concern has been noted and our team is eager to resolve it. Please provide us with your phone number on which we can reach you. You may also write to us at rcom.care@relianceada.com with all the details.

Originally Posted by RCOMcare

Hi Mayur,

This is to inform you that your concern has been noted and our team is eager to resolve it. Please provide us with your alternate phone number on which we can reach you. You may also write to us at with all the details.

Regards,

RCOMcare

reach me at:
call on any of the above number, all numbers are ON all the time. (and are of different GSM providers airtel,reliance,mtnl,tata so you can call me any time if you want; and you can't complain that I was unreachable!!)
today i called nodal office (again),
the lady claimed
"you should have confirmed if the problem has been rectified when the engineer visited."
even after explaining
"our problem is frequent disconnections , and net doesn't automatically get connected until I restart the antenna.(so we cannot predict when the net might get disconnected maybe a hour or day or a week)"
but yet she kept arguing the same,
so next time the engineer visits I guess I am supposed to keep the engineer here for a week till I can confirm the problem is solved!!!!
also I/WE never confirmed a single time that the problem is solved. (for about 15 complaints and 1 month.) yet all the complaints are closed.
also, I received the call from reliance the person who informed me "your problem has been solved,Thank you." and disconnected the phone... how rude!! (yet the problem is as it was 1 month before.)

a great show of professionalism by reliance..
are you talking to the nodal officer?

Originally Posted by mickey

a great show of professionalism by reliance..
are you talking to the nodal officer?

Yes talked to nodal officer... 4 times.. 3,4,9,10-th may
on 3'rd they said deadline to be 24-hrs to 3 days.
on 9't the lady blamed it all on us:
'so you want engineer visit.. , you should have seen that the problem is rectified before the engineer left'. and the deadline was 48 hours. even after twice the deadline time, there is no engineer visit, and on 10-may 5'th time, took a new complaint and so a new deadline.
I hope appellate authority isn't as useless as all of these people.
complaint ID's (1137122804,1138291004,151034729,1138496204,151034 729,152080109,152177122,151576836,151862880,152080 109,152177122,152583632) are closed with excuse "problem at the reliance server". [so no problem at our(customer) end; according to their claim.]

you are the customer and you have the right to get your stuff get done anytime and without hassle... they cannot treat you so easily like they are doing right now..

be firm on your voice, and dont feel shy to a lady spokesperson on the other side..she is just an employee..

Originally Posted by mickey

you are the customer and you have the right to get your stuff get done anytime and without hassle... they cannot treat you so easily like they are doing right now..

be firm on your voice, and dont feel shy to a lady spokesperson on the other side..she is just an employee..

when I argue in a angry tone, that has no effect on them;
they just silently listen and let me finish... and after that i need to ask 'are you still there'?
yet all I get is a new deadline; also once I kept insisting I need to talk to the authority.. other than nodal executives, he kept repeating "we don't have any such facility" and after some time HE disconnected the phone.

The last Monday to Friday, the reliance people seemed to have been working on the Base station antenna... something they should have done 3 months ago...
but they are so lazy.. I mean come-on it took them 3 whole months to fix it..
and yet ignoring the TARI they neither implement proper refund process, neither they have any way to contact customer about any ongoing work (thus they should reduce the amount from the user's bill for 7 days if outage is more than 3 days, unless maintenance is pre-informed the user).
reliance just sucks...

The best solution:
SWITCH TO ANOTHER ISP.
that's how I tackled MY reliance broadband problem.. after trying for 3-months.. I finally gave up.

Originally Posted by mayurdange

The best solution:
SWITCH TO ANOTHER ISP.
that's how I tackled MY reliance broadband problem.. after trying for 3-months.. I finally gave up.

Good solution but not applicable for me as i don't have any other isp except reliance in my area

you cannot post someone personal email on the forum..
Please go through rules..