Strange ways of Jio Fibre service! They schedule, reschedule visit, even 'solve' things on SMS

By Rajiv Shah

Strange are the ways of Jio Fibre Service in Ahmedabad. On noticing for two consecutive days that there is a problem between the set top box and TV with HDMI connection getting snapped too frequently (see video below) we decided to ask to take the help of a Jio service engineer last Saturday to visit at our home.

Following a prompt but unresolved visit by a technician on Sunday, I got umpteen number of SMSes "rescheduling" visits. In between, I kept receiving SMSes claiming that the problem "has been solved", even I "didn't allow a visiting engineer to take photo", but the rescheduled visit never happened.

But let me kick start from the beginning as to what happened and how Jio service appears to have gone to dogs.

Following an online chat on Jio WhatsApp number on Saturday afternoon, we received an SMS at 1:48 pm stating, and I quote:

"Dear Customer, Service request no SR00001V4POI has been raised in your account. You will receive an update for this request by 18/02/2024 13:58. To track the status of your service requests at your convenience, please visit MyJio App -https://www.jio.com/track_sr_status."

On the same day, within 10 minutes, and again on Sunday at 11.17, I received an SMS stating, and I quote:

"Dear Customer, With reference to Service Request number SR00001V4POI for your JioFiber Service ID connection having JioFixedVoice Number +917935675572, we have scheduled an appointment with a Jio service engineer at your premises on 18-Feb-2024 between 11:30:00 - 12:30:00. To track engineer location (available 15 minutes prior to the appointment time) or to reschedule your appointment, click https://t.jio/Track_SR".

The engineer visited us earlier than schedule, and finding that there was indeed a problem after we showed the video and he examined the connection, he first stated that the HDMI cable would needs to be changed, and we must buy one. I asked him to check with an alternative cable, and he asserted he didn't have it. Searching at home, I found one. My cable, too, didn't work. Then suddenly he found one in his bag, but it also didn't work.

I asked him: is the set top box connection with HDMI a problem, and he replied, another engineer would visit us on the same day with an alternative set top box for a solution.

He went away, an lo! I receive an SMS at 11:53 an stating, and I quote:

"Dear Customer, With reference to Service Request no SR00001V4POI, for JioFiber Service ID connection having JioFixedVoice Number +917935675572, your request could not be completed as the Jio service engineer did not get access to your premises. To re-schedule the appointment, call 18008969999. Thank You,Team JioFiber."

I laughed.

As the second visit didn't happen, I phoned up the engineer who had visited us. He told me, they couldn't find an alternative set top box, and the problem would be fixed on the next day (Monday).

And on Monday, at 11:06 I received an SMS stating:

"Dear Customer, With reference to Service Request number SR00001V4POI for your JioFiber Service ID connection having JioFixedVoice Number +917935675572, we have scheduled an appointment with a Jio service engineer at your premises on 19-Feb-2024 between 14:00:00 - 15:00:00. To track engineer location (available 15 minutes prior to the appointment time) or to reschedule your appointment, click https://t.jio/Track_SR."

Then, at 5:15 pm I received an SMS which suggested the fellow was yet to come! It said:

"Dear Customer, Our JioFiber service engineer is on his way to your home to resolve Service Request No. SR00001V4POI.To track the engineers location or call him, click https://www.jio.com/dl/track_sr_status?fc=fiber&FC=jiofiber."

Nobody visited us, but I received this SMS at 5:18 pm stating:

"This is in reference to the Service of JioFiber connection for SR SR00001V4POI. As per your request, our engineer has not taken photographs of the work carried out by him at your location. These photographs help us to confirm the task carried out and are used only for internal quality purpose. Please allow him to take the photographs."

Nobody had come, yet, within minutes, I receive another SMS at 5:24 pm stating my problem had been -- imagine -- resolved! It said:

"Dear Customer, This is to inform you that your JioFiber Service Request No. SR00001V4POI for an Engineer visit has been completed. Please restart your router and try connecting. For any further support, please call us on 1800 896 9999.

If you wish to raise an appeal, click https://t.jio/JF_Appellate and select your state for Appellate contact details.

We would love to hear from you on the resolution provided. Please click https://www.jio.com/jiofiber/en-in/sr-survey?custid=SR00001V4POI to share your feedback. Thank you, Team JioFiber."

Distraught, I called 1800 896 9999 and was told, politely, that my complaint was being "flagged" and an engineer would visit me soon, on the very same day, Monday. Promptly I also received an SMS, which said:

"Dear Customer, With reference to Service Request number SR00001V4POI for your JioFiber Service ID connection having JioFixedVoice Number +917935675572, we have scheduled an appointment with a Jio service engineer at your premises on 19-Feb-2024 between 20:00:00 - 21:00:00. To track engineer location (available 15 minutes prior to the appointment time) or to reschedule your appointment, click https://t.jio/Track_SR."

Again I received another SMS at 5:43 pm stating, which seemed reassuring:

"Dear Customer, With reference to Service Request number SR00001V4POI for your JioFiber Service ID connection having JioFixedVoice Number +917935675572, we have scheduled an appointment with a Jio service engineer at your premises on 19-Feb-2024 between 19:00:00 - 20:00:00. To track engineer location (available 15 minutes prior to the appointment time) or to reschedule your appointment, click https://t.jio/Track_SR..."

I decided to track on the link on the Jio app, and to my utter surprise, I received this message:

"Field visit to be done (Sr Citizen). 17 Feb, 2024 01:58 PM. Request ID SR00001V4POI. Technician Name: Faisal Faruki. Technician Visit Timing 19 Feb, 2024 07:00 PM - 08:00 PM. Description: Sorry, Reschedule of this appointment is only available after 19 Feb, 2024 10:00 PM."

After 10:00 pm? Strange, really! Does their service centre's boys working as technicians make home visits 24 hours?

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