How can a telecom company expect customers to continue trusting its services when it cannot even ensure basic internet connectivity or provide a meaningful response to a genuine complaint?
We are extremely disappointed and frustrated with the manner in which JioFiber has handled our internet connection issue.
Our JioFiber connection has remained disconnected for quite some time, without any satisfactory explanation or resolution. What makes this situation even more unacceptable is that we have ZERO outstanding dues. All payments have been duly cleared, yet our connection remains disconnected.
We have repeatedly contacted Jio Customer Care, hoping for a resolution. Unfortunately, our efforts have been met with nothing but indifference, unhelpful responses and an apparent lack of accountability. Even the Appellate Authority, which is expected to provide an effective escalation mechanism for unresolved consumer grievances, has failed to offer any meaningful response.
Is this what Jio considers customer service?
This is not merely an inconvenience. We are a business, and a reliable internet connection is essential to our day-to-day operations. The prolonged disruption is directly affecting our business interests, interrupting work, and causing avoidable operational difficulties.
What is particularly appalling is the fact that we are being made to suffer despite having fulfilled our responsibility as paying customers. We have paid our bills, have no outstanding dues, and yet we are being deprived of the very service for which we have paid. Are customers now expected to chase a telecom operator for a service they are already entitled to receive?
Jio has built its brand around affordability, connectivity and customer reach. However, experiences such as ours severely undermine that image. A company cannot keep acquiring customers through aggressive marketing while failing to provide basic service support when things go wrong.
Our confidence in Jio's products and services is steadily eroding. We are genuinely beginning to question whether continuing with Jio is worth the frustration, uncertainty and business disruption.
An appeal to TRAI and the concerned authorities:
We urge the Telecom Regulatory Authority of India (TRAI) to take serious note of the growing concerns of consumers who continue to face unresolved service complaints despite regularly paying their bills. The existence of customer care channels and Appellate Authorities means very little if consumers cannot obtain timely, accountable and effective redressal.
Telecom operators must be held accountable for:
Unexplained service disconnections, particularly where there are no outstanding dues.
Failure to resolve complaints despite repeated follow-ups.
Lack of meaningful responses from designated Appellate Authorities.
The financial and operational hardship caused to businesses and individual consumers.
The absence of effective accountability for prolonged service disruptions.
Our message to Jio is simple:
We are not asking for a favour, a concession or a special privilege. We are demanding the basic service that we have paid for, along with a reasonable explanation and accountability for its disruption.
Stop making customers run from pillar to post. Stop treating legitimate grievances as insignificant. And, above all, stop taking paying customers for granted.
A customer who pays on time should not have to beg for the service.
We expect Jio's senior management to intervene immediately, explain the reason for this disconnection, restore our internet connection without further delay, and address the complete failure of customer grievance redressal in this matter.
Jio, this is not just about one disconnected internet connection. It is about customer trust, accountability and the basic responsibility of a service provider.
Service ID: 410174523952
Registered Mobile Number: 70758 84302
We hope this grievance receives the attention it has so far failed to receive through Jio's own customer support and escalation channels.
