I understand, but by calling the local guy directly, you are not raising any ticket and therefore Excitel has no way to know you have trouble. When Excitel knows you have trouble few things can happen
- you can get compensated for downtime (based on resolution SLA)
- Excitel can give you information if the issue is Global (whole Area, whole City, whole Network affected) and if the team concerned is already aware and you will get ETR for fixing it, this will save you time from calling the local guy
- Excitel will also pressurise the local partner to fix the issue within SLA if the issue is personal and within last mile
- once you have full history with Excitel of all your troubles and you reach certain threshold this might trigger some more compensations for you
I think it makes sense to do both
- raise complaint to excitel through app/portal - this will take no more than 1 min and you will get some quick understanding if the issue is known/global
- if you still feel there is a need, call the local guy
This way you can benefit from both having information, having history, having Excitel to back you up and speed up resolution through local team.
Does it make sense?