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JioFiber - Faulty ONT/Router Replacement Stall (SR00002OID40), Field Engineer No-Show & Systemic Support Escalation Loop

Reliance JioPC-2026-02801TelecomAnonymous ·
When does a customer issue stop being a technical problem and become a leadership problem? My experience with jiofiber jio over the last 4 days has been a masterclass in process failure. Timeline:n📅 27 Sept: Service request raised for a faulty ONT/router.n📅 29 Sept: Engineer visited, acknowledged the router needed replacement, but arrived without a replacement router. Instead of resolving the issue, a new request was raised: **SR00002OID40 – ONT Change Request**n📅 30 Sept:Another engineer visit was scheduled. **Nobody arrived. No call. No update.**n Since morning, I have:n• Spoken to multiple customer care representatives.n• Been repeatedly told, "We've updated the ticket with the Network/Technical Team."n• Been asked several times to wait another 3 hours so I could reschedule from my end, despite repeatedly explaining that the option doesn't even exist in the app.n• Suggested that the request appears stuck in their system and requested cancellation with a fresh ticket so an engineer could actually be assigned. I was told they cannot do that.n• Escalated the matter via email to customer care and leadership. Not a single callback. At this stage, the faulty router is no longer the issue. The real issue is the complete absence of ownership. As someone who has spent years leading large operational and transformation programs, I understand that systems fail. What is difficult to understand is an organisation where every interaction ends with: Ticket updatednPlease wait another 3 hoursnIt's with the technical teamn Yet nothing actually changes. This raises a simple question: Is repeatedly asking paying customers to wait, without resolution or accountability, consistent with the customer service standards and consumer protection principles that businesses in India are expected to uphold? I still hope someone at Jio jio Reliance Industries Limited Navi Mumbai Sez Private Limited ( Reliance - Mukesh Ambani Group) takes ownership instead of simply updating another ticket. Open:** SR00002OID40 (ONT Change Request) Previous:** SR00003HZHVR (Service Disruption) Jio Reliance Industries Limited Jiocare Desk Department ConsumerAffairs

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  1. Case filed

    System · 23 Oct 2026, 11:00 am

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