real_india
Regular
I got my airtel connection this month and since day one there are was the problem of high packet loss(30-40%) and hight latency(800-1000ms) during the night(for 3-4 hours). During the day the connection was absolutely perfect with no packet loss and low latency. I filed a complaint with the customer care on the 20th January. At first an airtel DSL 'engineer' was sent to my place to check my problem. He changed the modem and the splitter and told me to check the connection again during the night. The next day i told him that i was still getting high packet loss and high latency from about 9:00 pm to about 2:00 am. He said my complaint was now forwarded to the back end technical support and within 2 days somebody would come to my place to have a look. One of the team leaders from the technical support team came to my place after 2 days. He checked my line with his laptop and sad that the line was perfect. When i showed him the screenshots of the Ping and Traceroutes i had taken he acknowledged that there was some problem at their side and he would forward this compaint to the 'nock' team. He told me that only the 'nock' people had acces to the routers. In the meantime i was getting this problem daily and i called customer care again and again to check the status of my complaint. I was calling them so regularly that one of the customer care person gave me the number of the Assistant Manager DSL Noida( Mr Sunil Wali). It was Mr Wali who expained to me what was the the real casue of the problem and what was being done to rectify it.He told me that there is no problem of shortage of badwidth at the back end. But there was a bandwidth capacity issue at the local DSLAM(Digital Subscriber Line Access Multiplexer) located in Sector 25 Noida. This same DSLAM was used to provide connections to both Sector 21 and 25. The problem was only happening during the night becasue there mas more load then due to more number of users and the airtel's double speed offer during the night. According to him all the people of sector 21 and 25 would be having the same problem. He told the problem would be eliminated once more bandwidth is allocated to that DSLAM. I got a call from him a couple of days ago and he said that capacity has been increased and i should check the connection for 3-4 days and give him the feedback. The problem has been solved to a great extent. The latency is now stable but there is still some packet loss 5-8%(it used to be 30-40% earlier). Earlier the problem used to happen for a longer duration 3-4 hours but now its only happeing for about 1.30 hours from 11:00 pm to 12:30 pm. I have already given him the details of the situation and he said that he would get it fixed on Monday as Sunday was a holiday for the technical team. So all those people who are getting slow speeds should 1. Do a ping test to see if there is packet loss happening ( with no external load ie downloading or browsing)2. Do a traceroute to check the latency.3. If you see any packet loss or high latency make screenshots of the same. 4. If you want your problem to be solved always insist on speaknig directly with the DSL manager/asst manager of your area. I think the customer care and the technical support staff of airtel are courteous and willing and able to solve the customers problems. I think i have made the right choice in going for airtel 🙂 .
