In Review Ref: CK-2026-FE7894

🏢 Auriganet Digital Technologies Pvt Ltd 📁 Telecom (Mobile / Internet) 📦 Plan Details: UL_400Mbps_Y

I am seeking legal advice and assistance against Auriganet Broadband for persistent and severe failure to provide the broadband service for which I paid ₹6,999 in advance under a 12-month 400 Mbps annual plan. SERVICE DETAILS Service Provider: Auriganet Broadband Plan Name: UL_400Mbps_Y Plan Speed: 400 Mbps Plan Duration: 12 months Amount Paid: ₹6,999 Payment Date: 12 January 2026 Subscriber/User ID: ******2199 Registered Mobile Number: 86******69 BACKGROUND AND CONTINUOUS SERVICE PROBLEMS I purchased a 12-month 400 Mbps broadband plan from Auriganet on 12 January 2026 and paid the entire annual amount of ₹6,999 in advance. The service has not been reliable or continuously usable. I have experienced repeated disconnections, extremely short connection sessions, multiple interruptions on the same day, and prolonged complete outages. The problem is not limited to one isolated incident. It is a continuing pattern of poor service throughout the subscription period. I reviewed Auriganet's own subscriber/application session logs and found substantial evidence of repeated instability during June and July 2026, including more than 93 recorded connection/disconnection events and approximately 20 days with multiple disconnections. There were numerous sessions lasting only a few minutes. For example, there were sessions of approximately 2 to 7 minutes on 6 June 2026 and sessions lasting approximately 1 to 4 minutes on various dates including 8 June, 13 July, 16 July and 17 July 2026. On several days there were approximately 4 to 7 separate connection sessions in a single day. In addition to these repeated short disconnections, I had previously experienced prolonged outages lasting approximately 1.5 to 3 days. This shows that the service problem was not occasional inconvenience but a persistent failure to provide a reasonably reliable broadband connection. MAJOR PROLONGED OUTAGE FROM 24 JULY 2026 The most serious incident began at approximately 12:50 PM on 24 July 2026. From that time, the broadband connection became completely unavailable. When I submitted my formal complaint on 27 July 2026, the service had already been completely unavailable for more than three consecutive days. This prolonged outage occurred after the earlier history of repeated disconnections and previous prolonged outages and was the immediate reason I decided that I no longer wanted to continue with Auriganet. CUSTOMER SUPPORT FAILURES I repeatedly contacted Auriganet regarding these problems. My complaints and requests through WhatsApp were frequently ignored or did not result in an effective resolution. I was repeatedly told to "wait 4 hours", but this did not result in any permanent restoration or solution. The telephone support line was also frequently unreachable or went unanswered. Therefore, in addition to the technical failure, there was also a serious failure in customer support and grievance handling. FORMAL COMPLAINT SENT ON 27 JULY 2026 On 27 July 2026, I sent a detailed final formal complaint by email to [da***@***.com](mailto:da***@***.com) and copied [pr***@***.com](mailto:pr***@***.com). In the complaint I formally demanded cancellation of my annual subscription and a pro-rata cash refund for the unused portion of the prepaid plan. I also requested a formal complaint/docket reference number, a written explanation and root-cause analysis of the repeated connectivity failures, and resolution within 7 calendar days. At that stage I calculated the unused value of my annual plan at approximately ₹3,290 based on the then remaining period. I clearly informed Auriganet that if the matter was not resolved, I would escalate it to the relevant Appellate Authority, the National Consumer Helpline and the competent Consumer Commission. AURIGANET RESPONSE OF 10 AUGUST 2026 Auriganet replied to my complaint on 10 August 2026. Importantly, Auriganet itself acknowledged that it was reviewing my refund request and the chronic service issues I had reported. It specifically stated that its team was investigating: 1. The outage that began on 24 July 2026. 2. The session logs showing the disconnection events that I had identified. 3. My request for a pro-rata refund of approximately ₹3,290. Auriganet stated that it would provide a formal update and a docket reference number shortly. However, the response did not actually resolve my complaint. It did not confirm cancellation of the subscription, did not issue the requested refund, and did not provide the promised formal docket/reference number in the response that I received. FOLLOW-UP SENT ON 13 AUGUST 2026 Because Auriganet had still not provided a definitive resolution, I sent another email on 13 August 2026. I specifically requested a clear and definitive timeline for processing my pro-rata refund and asked again for the formal docket reference number. I explained that I needed the funds to obtain another ISP connection. Despite this follow-up, I have not received the requested substantive resolution or refund based on the correspondence available to me. NATIONAL CONSUMER HELPLINE COMPLAINT Because the problem remained unresolved, I registered a grievance with the National Consumer Helpline. NCH Grievance Number: 9868069 Grievance Registration Date: 4 August 2026 Grievance Registration Time: 14:41:06 As of 8 September 2026, the matter has still not been satisfactorily resolved through the NCH grievance process. WHY I WANT TO CANCEL THE SERVICE At this point, I do not want Auriganet to merely restore the connection. The reason is that the service has repeatedly failed over a substantial part of the subscription period, with frequent disconnections, very short connection sessions, multiple failures in a day, prolonged outages and inadequate customer support. I originally paid for a 12-month 400 Mbps connection with the expectation of continuous and reasonably reliable service throughout the subscription period. Given the repeated failures, I no longer have confidence that Auriganet can provide the service for which I paid. I therefore want the subscription cancelled and the remaining prepaid value refunded. REFUND AND COMPENSATION I WANT TO SEEK My first claim is for cancellation of the Auriganet subscription and refund of the unused prepaid subscription amount on a proper pro-rata basis, calculated according to the actual date of cancellation and the applicable contractual and regulatory provisions. In addition to the pro-rata refund, I want to seek appropriate additional compensation for the prolonged and repeated service failures. I specifically want to discuss with my lawyer a claim for additional compensation equivalent to the value of the broadband plan for the remaining unused tenure, because Auriganet failed to provide the contracted 400 Mbps service with reliable continuous availability for the annual period that I paid for. I also want to seek compensation/reimbursement for the cost of obtaining a replacement broadband connection from another ISP, such as Jio or Airtel, at a plan providing approximately 300 Mbps speed or an equivalent reasonably comparable service. The reason for this request is that I paid Auriganet for a 400 Mbps annual service but its repeated failures have forced me to obtain another connection in order to maintain internet access and continue my normal work and activities. I therefore want my lawyer to assess whether I can seek reimbursement or compensation covering the reasonable cost of an alternative 300 Mbps broadband connection from Jio, Airtel or another comparable provider for the period corresponding to the remaining unused Auriganet tenure. I also want to seek compensation for the inconvenience, loss of use, repeated disruption, time spent making complaints and following up with customer support, and the mental harassment and stress caused by the repeated service failures, prolonged outages and failure to provide an effective resolution despite numerous complaints. I would like my lawyer to determine the appropriate amount of compensation and the strongest legal basis on which these claims can be made. LEGAL AND REGULATORY ASSESSMENT REQUESTED I understand that the matter should be evaluated under the applicable TRAI quality-of-service and grievance-redressal framework as well as applicable consumer protection law. I would like my lawyer to independently assess: 1. Whether the repeated service failures and prolonged outages constitute deficiency in service. 2. Whether the applicable telecom quality-of-service requirements relating to fault repair, restoration and consumer relief were complied with. 3. Whether I am entitled to a pro-rata refund for the unused subscription period. 4. Whether I can additionally claim compensation for the failure to provide the contracted service throughout the prepaid tenure. 5. Whether the reasonable cost of obtaining a replacement broadband connection can be claimed as consequential compensation or damages. 6. Whether compensation can be claimed for mental harassment, inconvenience, loss of use and time spent pursuing the grievance. 7. Whether I should proceed through Auriganet's Appellate Authority, the appropriate Consumer Commission, or both in the appropriate sequence. 8. What other compensation, costs, damages or relief may be available. EVIDENCE IN MY POSSESSION I have preserved the following evidence: 1. Payment proof/receipt showing payment of ₹6,999 on 12 January 2026. 2. Details of my annual 400 Mbps plan. 3. Auriganet subscriber/application session logs and screenshots. 4. Evidence showing more than 93 connection/disconnection events. 5. Evidence showing approximately 20 days with multiple disconnections. 6. Evidence showing multiple connection sessions lasting only a few minutes. 7. Screenshots and records concerning the prolonged outages. 8. WhatsApp communications with Auriganet customer support. 9. Records of repeated instructions to wait for restoration without permanent resolution. 10. Email dated 27 July 2026 containing my final formal complaint and cancellation/refund demand. 11. Auriganet's response dated 10 August 2026 acknowledging the investigation into the outage, session logs and refund request. 12. My follow-up email dated 13 August 2026 requesting a definitive refund timeline and docket number. 13. NCH grievance details for Grievance Number 9868069 registered on 4 August 2026. 14. Relevant email headers and metadata establishing the dates and correspondence sequence. IMPORTANT POINT FOR THE LAWYER I would like the case to be considered as a continuing pattern of service failure rather than as a single outage. The overall facts are: I paid ₹6,999 in advance for a 12-month 400 Mbps annual broadband connection. The connection repeatedly disconnected and frequently remained active only for very short periods. There were more than 93 recorded connection/disconnection events in my reviewed June-July records. There were approximately 20 days with multiple disconnections. There were several days with 4 to 7 separate connection sessions. There were previous prolonged outages lasting approximately 1.5 to 3 days. A major complete outage began at approximately 12:50 PM on 24 July 2026. I formally demanded cancellation and a pro-rata refund on 27 July 2026. Auriganet acknowledged my complaint and stated on 10 August 2026 that it was investigating both the outage and the session logs and reviewing the refund request. Auriganet promised a formal update and docket reference number, but no substantive resolution followed. I sent another follow-up on 13 August 2026. I also registered NCH Grievance Number 9868069 on 4 August 2026. As of 8 September 2026, the dispute remains unresolved. Because of Auriganet's repeated failure to provide reliable service, I now want cancellation, refund of the unused prepaid amount, and additional compensation that reflects the consequences of having paid for a 400 Mbps annual service that was not reliably delivered. In particular, I want my lawyer to assess a claim for additional compensation equivalent to the value of the remaining unused Auriganet tenure, reimbursement of the reasonable cost of obtaining a replacement approximately 300 Mbps Jio/Airtel broadband connection for that remaining period, and compensation for mental harassment, inconvenience, loss of use, time spent pursuing the matter and other consequential losses that can legally be established. My objective is not simply restoration of the connection. I want a final resolution that fairly compensates me for the failure of Auriganet to provide the service for which I paid and allows me to move to another ISP without bearing the financial consequences of Auriganet's service failure.

Prior Contact with Brand: Yes - promised resolution but did not act