"Airtel's backend is programmed to close tickets on a timer. The KPI is ticket closure, not fixing the customer's internet."
A customer facing constant intermittent broadband line drops logged 12 distinct service requests over a 10-day period. In every single instance, within 15 to 45 minutes of filing, an automated SMS arrived stating 'Your issue has been resolved by our technical team.' Not once did an agent call or visit the residence. Airtel's internal metrics recorded a 100% resolution turnaround time while the line remained broken.
Evidence on Record
SMS log history showing 12 tickets logged and closed within 45 minutes each; router system uptime logs showing continuous disconnections throughout the same period.