- Joined
- 3 Nov 2010
- Messages
- 29,021
- Solutions
- 17
- Reaction score
- 41,458
Due to severe windstorms where I live, recently my Jio Fiber connection (outside) wire got tangled. While the connection was not disrupted, I wanted to keep the wiring tidy for a seamless experience. So I placed a call request from Jio Care using MyJio app.
Immediately, I got a call from the Jio customer care associate. I politely explained my issue to her, and she raised a service request with the reason "Wiring Rework". She confirmed my preferred time slot and scheduled the SR for the same day.
My SR was raised yesterday morning, and an engineer visit was scheduled in the evening. However, no one appeared during the scheduled time. Then, at around 7:30 pm, I got a call from the engineer. He apologised for not attending it and said that due to excessive overload of AirFiber related work, he missed the appointment. He further assured me that the next day (today) morning, he will attend my SR first. I said okay.
This morning they (engineer + wireman) visited my place and did the work very professionally within 30 minutes.
I offered them some water and cold drinks before they left. 
While working on my SR, they were explaining to me that AirFiber is unstable at most of the places and customers are raising many service requests daily for this. Furthermore, the Jio Gold Pass offer, where one can get Fiber/AirFiber by paying only Re. 1 has increased new connection orders which is also a factor for delay. Hence, they are getting overloaded with work. They are waiting for the IPL season to be over so they can get reduced workload.
As they noticed, I have got an Airtel Fiber connection too, they were asking me which one works better, to which I said browsing experience is superior on Airtel and internet speed is better on Jio. Kind of neutral response, I know! I also showed them the Ookla speed test comparison between both where the results were neck to neck.
Overall, the service experience was good. It's understandable that due to AirFiber related issues, the service people are getting excess work, and hence, sometimes delays are happening.
Note: I deliberately hide the time in the screenshot for privacy reasons.
Immediately, I got a call from the Jio customer care associate. I politely explained my issue to her, and she raised a service request with the reason "Wiring Rework". She confirmed my preferred time slot and scheduled the SR for the same day.
My SR was raised yesterday morning, and an engineer visit was scheduled in the evening. However, no one appeared during the scheduled time. Then, at around 7:30 pm, I got a call from the engineer. He apologised for not attending it and said that due to excessive overload of AirFiber related work, he missed the appointment. He further assured me that the next day (today) morning, he will attend my SR first. I said okay.
This morning they (engineer + wireman) visited my place and did the work very professionally within 30 minutes.
I offered them some water and cold drinks before they left. While working on my SR, they were explaining to me that AirFiber is unstable at most of the places and customers are raising many service requests daily for this. Furthermore, the Jio Gold Pass offer, where one can get Fiber/AirFiber by paying only Re. 1 has increased new connection orders which is also a factor for delay. Hence, they are getting overloaded with work. They are waiting for the IPL season to be over so they can get reduced workload.
As they noticed, I have got an Airtel Fiber connection too, they were asking me which one works better, to which I said browsing experience is superior on Airtel and internet speed is better on Jio. Kind of neutral response, I know! I also showed them the Ookla speed test comparison between both where the results were neck to neck.
Overall, the service experience was good. It's understandable that due to AirFiber related issues, the service people are getting excess work, and hence, sometimes delays are happening.
Note: I deliberately hide the time in the screenshot for privacy reasons.
