I am a subscriber of Tata Photon mobile broadband postpaid service since 2011 in Bhubaneswar, my Photon No being 9238425062. I subscribe to a 10 GB per month plan, wherein I get browsing speed of 3.1 mbps for the first 10 GB, after which the speed drops to 156 kbps, which is a 95% drop in speed. The company has a facility called the Happy Hours Pack, which allows a subscriber to browse/ download at quarter rate between midnight and eight in the morning. I subscribed for the Happy Hours Pack in September 2013, and have been availing of it without problems till January 2014, paying an additional Rs.150 per month for the facility with my monthly bill. I have never defaulted on a bill payment. Since February, though I continue to be a paying subscriber of the Happy Hours Pack, the service has been denied to me. I have called repeatedly in this regard, and lodged numerous complaints, both on the phone as well as through email. More than 25 emails have been exchanged with the company, including mails sent on 21, 22, 23 24 & 27 Feb, and in the month of March, on 01, 02, 08, 09, 10, 12, 14 15 & 16 March. This is addition to a similar large number of complaints over the phone. When I complained to the call centre repeatedly in February, lodging around ten complaints during the month, they acknowledged there was a problem, and gave me four Speed Booster Packs, which are add-on packs usually paid for by the customer in addition to his regular monthly bill, saying they were free, and being given to me to ensure I did not suffer while the problem was being sorted out. There were gaps of a few days throughout the month when I was restricted to slow speed (156 kbps, really slow) as opposed to the 3.1 mbps I have paid for. At the end of the billing cycle, they charged me for the Happy Hours Pack, whose benefit I had not been given, and also the extra Speed Booster Packs offered unilaterally by the company in lieu of the Happy Hours Pack I had paid for, but was not being provided. After reminding them that these packs had been offered by the company, and I have never asked for these against payment, the company waived one speed booster pack of Rs.350, keeping the others in my bill, which jumped up to Rs.2543, of which Rs.393 was adjusted, leaving a bill of Rs.2151 to be cleared, which is still almost double my normal bill. After repeated complaints on phone and email, the company has refused to waive the excess charges, stating that the problem is being looked into, and that it will be resolved by the 20th. I am therefore expected to suffer, and have been suffering speeds that are slower than what I am paying for, by at least 95%.

1. Correction of my bills to the correct amount of Rs.950 + service tax. 2. Waiver of Rs.150 per month on my bills for the Happy Hours Pack for two months, which I have been billed, but which has not been provided. 3. Waiver of the false billing for Speed Booster Packs that I have not asked for, and which were provided by the company unilaterally till they sorted out my speed problem. 4. Business loss cost of Rs.20,000 during this fiasco. 5. Rs. 10,000 for the emotional trauma caused by the poor service.

Complainant Information
name- sidpanda e-mail sid.panda@yahoo