In June 2011, I had opted for a broadband package of Rs.1299 @2 MBPS speed for a data limit of 20 GB with Airtel. The speed would get reduced to 256 kbps once the 20 GB data limit is crossed. However, once this 20 GB data limit is exhausted there is a mechanism by which we could request for additional data limit at 1 GB, 5 GB etc with additional payment starting from Rs. 100. There was one occasion in Novemeber 2011 when I opted for additional data limit of 5 GB (after 20 GB) at Rs.300. However, when I called the Airtel helpine yesterday due to some connectivity issues I got to know that there is a package of 30 GB data limit @2 MBPS speed for the same amount of Rs.1299. To tell you the truth, this information was not known to me and I find it offensive that a company like Airtel doesn't even have an automatic email or SMS alert that intimates the customers of an upgraded package if it is available at the same price you are paying. So, if I was not aware of this, then I could have requested additional data speed month after month. When I called the Airtel helpline again and told them about this they put the blame squarely on me and said this is all my fault as these details are already there in their website. In this time and age, we go by trust especially when dealing with big brands and we wouldn't be verifying everything in their website. Also, I requested for my existing pacakage to be migrated to the new plan but as per Airtel billing cycle this would get migrated only from Jan 11, 2012. Assuming this, I requested Airtel helpine, that I would opt for a 10 GB additional data limit but I would need a waiver on the fee of Rs.500 (cost for 10 GB additional). But this was again flatly refused. This is because I would be again paying Rs.1299 that too only for 20 GB data limit.

Please consider the fact that there might be hundreds of thousands of customers who might be unaware of these plan upgradations and would end up paying more for less. And also Airtel would be charging extra for the same data limit. By this method, they could be making millions of rupees from innocent customers.

Also, there was once in 2011 when they tried to charge me Rs. 200 for an antivirus when I never requested for it. Only after I received an SMS from them regarding this I came to know about it.

So on the whole, I would like to warn the lakhs of customers of Airtel regarding these methods employed by them by which they upgrade their existing packages to lure in new customers and make sure they keep their existing customers ill-informed about it so that they continue to pay more for less. Also, if you as a customer is not aware of any changes or upgradation you would never get to know about the fact that you are paying more for less. Infact, this could be the tip of the iceberg and it would be tough to estimate the amount of profit any company could make by employing such tactics.

Thanking you,

Yours Faithfully,

Innocent Airtel Broadband user.