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Bf Dsouza on 24 July 2016
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No Network despite receiving confirmation that postpaid to prepaid migration successfully done

As per email received at 8.24am from Idea my request C1-69734983677 for postpaid to prepaid migration has been successfully processed and hence the request is closed. Also in my account>my service requests says Status - Processed Resolution Remarks -Post to Pre migration done.

Very strangely there is no network which apparently indicates that the SIM card is still inactive. I am simply amazed to see the speed with which Idea close complaints or service requests irrespective of whether they are implemented or not. Having experienced this on a number of occasions I can only conclude that the closure of complaints/service requests are system generated and have absolutely no connection to the implementation of the actual complaint/SR.

However what I fail to understand is that does not Idea care that the system generated replies turns into a deliberate false communication frequently resulting in misleading customers?

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Idea Cellular

Dear Customer

As per your telecon with our customer service associate we wish to affirm that your aforesaid concern has been discussed and addressed. For further assistance kindly contact our Idea customer care helpline.

Thanks & Regards

Customer Care Idea Cellular.


BF Dsouza

I sincerely thank Grahak Seva for their postings which are I hope are taken seriously by organisations that Customers have grievances against enabling resolution of their concerns. I am pleased to inform the administrators of the website that the issue has been resolved although that does not absolve Idea Cellular considering that there is no compensation for the Customer's time/effort spent in follow up with Idea or the harm caused due to suspension of Services.

My view based on this & previous experiences is that the Idea Cellular service is deplorable since to obtain a simple service from the Telecom co. such as "Postpaid --> Prepaid" and "call forwarding during SIM inactivation period" I had to resort to a sending a number of emails to their customer care and equal quantity of phone calls besides posting the issue on complaint sites. I also had to suffer the resulting missing of important/emergency calls from contacts who could not reach me during the SIM inactivation period of 5 days despite all my efforts requesting call forwarding.

It saddens me that a large organisation that makes massive profits with a sales turnover in tens of thousands of crores thanks to their subscribers is so indifferent and apathetic with respect to Customer care & service. Having a Sales Turnover of Rs. 31 279 crores for the financial year ending March 2015 as per the Economic Times. It is further lamentable that with these massive resources at their command due to the finances pouring in from the same customers the Customers in turn have to fight for acceptable services that actually happen to be their rightful due. A bitter irony that the organisation punishes with poor service the same Customers who make it rich. This distressing state continues on since very few would be able to muster the time and effort required to relentlessly pursue such organisations to secure adequate services for payments made with their preoccupation with the more challenging role today of earning livelihoods.


BF Dsouza

I thank Grahak Seva once again for their proactive manner & concern displayed by calling me to check if the complaint has been resolved. I wish them all success in their efforts to secure justice to the small Customer from large organisations;

These frequently unscrupulously & shamelessly exploit the small Customer since he does not have the massive financial resources that they do and so is helpless in resolving his grievance which frequently involves expense of time and effort. Hence he/she has to frequently ignore the poor service or any such similar dupe.


BF Dsouza

In my previous comment I remarked "A bitter irony that the organisation punishes with poor service the same Customers who make it rich."

Let me try to express the same remark with some improvement "A bitter irony that the organisation punishes with poor service the same Customers for (or because they are) making it rich." I heard of the expression "Never bite the hand that feeds you''. However I suspect that for Idea and quite a few other Telecom Cos. it must be an unspoken policy to "Never fail to bite the hand that feeds you''

As per SR 1-75768440092 I had requested that when I login to my Idea account the postpaid Account page opens showing "pay bill -Rs. 34.83..with a 'pay now' button". During the call from Customer Care I told them that this happens even though I registered myself again. The prepaid account page did open a few times infrequently and at random like striking a lottery ticket. The Customer Care Exec. said they would close the complaint and asked me to send a screenshot on customercare@idea.adityabirla.com. There was a prompt reply on Thursday 28th July 2016 at 1.14pm telling me "we have taken a note of your feedback. We are constantly updating the feedback received from our subscribers and using it for improving our service". In the first place instead of treating my grievance as a complaint that needs resolution the Idea Customer Care are deliberately labelling it a s general feedback. Now why would any customer/individual waste his time and effort to give general feedback to Idea to improve their services without being paid a proper salary for this service? The reply from Idea also says "We have forwarded your concern regarding opening page of Postpaid while login on Idea website to our concern department for further investigation and will revert at the earliest with the resolution of your complaint." There is the word "earliest" which does not provide any time limit such as 24 or 48 hours as a commitment. When Idea send their bill to postpaid customers of which I was one do they say on their bill pay at your earliest? In fact there is a late payment penalty they impose on their customers and keep harassing with system generated voice & reminders which keep coming even after the bill is paid. However when Idea has a service responsibility to render to their customer in turn they use the word "earliest" and of course the customer is helpless at their mercy and simply cannot dream of returning the favour of the same penalty for services delayed. He should just be grateful that he finally got the service even if delayed unlike his late payment when Idea enforced a heavy penalty down his throat. Why and how to these large organisation get away with this kind of injustice and outrageous behaviour?

After the reply from Idea then there is a studied pin drop silence from their end with respect to my concern and over 48 hours have elapsed since the complaint. Even the subsequent screenshot they asked for was sent by me 2 days back.


Idea Cellular

Dear Customer

As per your telecon with our customer service associate we wish to affirm that your aforesaid concern has been discussed and addressed. For further assistance kindly contact our Idea customer care helpline.

Thanks & Regards

Customer Care Idea Cellular


BF Dsouza

Please take a little effort to read the posting so that you will comprehend that there are multiple concerns (1)postpaid to prepaid migration which was delayed subjecting me to a struggle that would be too difficult to face again the frustration of false email miscommunication from Idea false information in My account etc. and the claimed compensation (2) Call Forwarding to xxxxxxxx55 during the SIM surrendered period causing lost communication of many important/emergency issues together with the claimed compensation (3) prepaid my account page opening problem since the last 6 days of *Initially prepaid or postpaid page opening randomly even after registration *screenshot sent of the postpaid page as demanded by Idea *another screenshot sent which said 'sorry login failed try again later" and now once again getting the notification " Currently your email id is not registered in our system. Please update now." Even though I have submitted my email repeatedly. Also balance shows Rs. 0.00 even though it is over Rs. 175/-.

The My account page has become a never ending medley of irregular behavior ever since the migration seemingly eluding resolution.

Also please note that just like Idea Cellular expects timely payments from their customers well within the due date so also Customers have every right to expect timely service from Idea Cellular. When Customers are not able to keep this due date w.r.t. their bills then do you not impose a late payment penalty? Then why do you not impose a similar penalty on yourself for service delayed beyond reasonable time limit and compensate the Customer on the same principles for the time and effort he has spent on follow up to obtain a resolution for his grievance?


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