"Every morning the app said 'Restoration by 2:00 PM', and every afternoon it pushed to '8:00 PM'. They ran that automated delay script for fourteen consecutive days."
A major fiber cut occurred during municipal road construction affecting an entire residential society of 48 Airtel broadband subscribers. For two weeks, the automated customer care IVR and Thanks app pushed estimated resolution times every 6 hours without any physical excavation or splicing work occurring on-site. When residents banded together to complain, local customer care executives refused to provide technician contact numbers or schedule a joint escalation.
Evidence on Record
Photographs of severed fiber conduit; screenshot history of 28 consecutive SMS alerts postponing resolution time; formal petition signed by 35 flat owners submitted to Nodal Officer.