Vikas Gupta files a complaint against Timbl Broadband (RI Networks Pvt. Ltd.) over repeated broadband failures and lack of response. Choice4Voice.com highlights the issue, legal remedies, and consumer rights.
Complaint Summary : Timbl Broadband Complaint – Vikas Gupta Reports Service Failure
| Details | Information |
|---|---|
| Complainant Name | Vikas Gupta |
| Complaint Type | Service Not Delivered |
| Company/Brand | Timbl (RI Networks Pvt. Ltd.) |
| Product/Service | Broadband Internet Connection |
| Order/Service No. | 2078485 |
| Issue Description | Internet not working since 14th Sept 2025; intermittent for 1–2 weeks; ticket closed without resolution |
| Date of Incident | 14/09/2025 |
| Company’s Response | No proper response; tickets closed without fixing the issue |
| Additional Comments | Complainant forced to spend on mobile data despite prepaid broadband until Dec-25 |
Full Complaint Description
Consumer Vikas Gupta raised a serious grievance against Timbl (RI Networks Pvt. Ltd.) regarding repeated failures in his broadband connection.
According to Vikas:
- For the last 1–2 weeks, his broadband worked only intermittently.
- Since 14th September 2025, the connection has been completely down.
- Despite multiple calls and emails to Timbl support (support@timbl.co.in), there has been no proper response.
- Timbl’s service team even closed the ticket claiming resolution while the issue persisted, forcing Vikas to reopen it.
- Even after escalation, no technician visit or actual repair was carried out.
- The complainant had taken the connection to enable remote office work, but due to failure, he is forced to spend extra on mobile data recharges.
Since his broadband subscription is valid until December 2025, switching to another provider would mean a financial loss, leaving him trapped with poor service.
This case highlights the accountability gaps in regional broadband providers and the urgent need for stronger consumer protection.
Key Issues Highlighted
- Intermittent service and complete outage since Sept 14
- No timely response from customer support
- Tickets falsely marked as resolved without actual repair
- Financial loss due to additional mobile recharges
- Breach of service commitment despite active subscription
Legal Remedies Available to Consumers
Vikas Gupta and other Timbl customers can consider the following legal options:
1. Consumer Protection Act, 2019
- File a complaint under deficiency in service at the District Consumer Commission.
- Claim both refund of unused subscription amount + compensation for losses.
2. Telecom Regulatory Authority of India (TRAI) Escalation
- Though TRAI does not handle individual cases, complaints to Appellate Authority of the ISP must be addressed within 39 days as per TRAI regulations.
3. National Consumer Helpline (NCH)
- Lodge a formal complaint at consumerhelpline.gov.in for further tracking.
4. Legal Notice
- A lawyer can issue a formal notice to Timbl, demanding restoration of services and reimbursement.
5. Compensation Claims
- Courts may award damages for financial loss, harassment, and mental agony caused by service failure.
Suggested Actions for Timbl
- Immediate restoration of broadband services.
- Refund or credit for downtime since Sept 14, 2025.
- Strengthen customer support responsiveness with real-time updates.
- Ensure tickets are not closed without resolution.
- Offer compensation or bill waiver to affected consumers.
Suggested Actions for Consumers
- Keep records of all tickets, emails, and call logs.
- Escalate to Timbl’s Appellate Authority (mandatory before legal escalation).
- File complaints with National Consumer Helpline (1800-11-4000).
- Use edaakhil.nic.in for online filing at Consumer Court.
- Share complaints publicly to build pressure on service providers.
Choice4Voice.com’s Role
At Choice4Voice.com, we raise genuine consumer complaints like that of Vikas Gupta to hold companies accountable.
We:
- Highlight unresolved consumer cases.
- Provide legal guidance and escalation pathways.
- Push companies to act through public transparency.
This complaint will remain published until Timbl provides a verified resolution.
Frequently Asked Questions (Q&A)
Q1: What should I do if my broadband provider closes tickets without fixing the issue?
You should escalate to the Appellate Authority of the ISP and then to the Consumer Forum.
Q2: Can I get a refund for downtime in my internet service?
Yes. ISPs are bound to provide service credits or refunds for prolonged outages.
Q3: Is Timbl legally liable for non-functioning broadband?
Yes. It constitutes deficiency in service under the Consumer Protection Act, 2019.
Q4: Can I claim compensation for mobile recharges due to failed broadband?
Yes. You can demand reimbursement for extra expenses incurred because of the outage.
Q5: How do I file a complaint against Timbl with TRAI?
TRAI directs you to escalate to the ISP’s Appellate Authority. If unresolved in 39 days, you may approach consumer forums.
Q6: Can I terminate my plan and ask for a refund?
Yes. If services are repeatedly failing, you may demand refund of the unused portion of your subscription.
Q7: How long does consumer court take to resolve broadband complaints?
Usually 3–9 months, depending on case complexity.
Q8: Can Timbl refuse compensation?
They may refuse initially, but consumer forums can order compensation with interest.
Q9: What proof is required to file a case?
Email records, ticket numbers, call logs, and subscription receipts are valid proof.
Q10: Can I approach the National Consumer Helpline directly?
Yes. You can file online at consumerhelpline.gov.in.
Q11: Is it mandatory to approach the ISP first before legal escalation?
Yes. TRAI requires consumers to first raise the complaint with the ISP.
Q12: What if Timbl keeps delaying without fixing the issue?
File a formal legal notice or complaint in consumer court.
Q13: Can I get compensation for mental harassment?
Yes. Courts have awarded damages for stress and inconvenience.
Q14: What if multiple customers face the same Timbl issue?
They can file a joint complaint or class action.
Q15: How do I escalate Timbl complaints on social media?
Tagging Timbl’s official accounts and consumer forums often brings quicker responses.
Q16: Does TRAI enforce quality of service standards?
Yes. TRAI has regulations on minimum uptime and fault repair timelines.
Q17: What is the maximum time limit to file a consumer case?
Within 2 years from the date of cause of action.
Q18: Can I demand waiver of subscription fees?
Yes. For downtime beyond acceptable limits, waiver/refund can be claimed.
Q19: What if Timbl threatens to disconnect service for complaining?
Such retaliation is illegal under CPA 2019.
Q20: Can Choice4Voice.com help me escalate my case?
Yes. We assist with complaint drafting, escalation tracking, and consumer advocacy.
Conclusion
The complaint by Vikas Gupta against Timbl (RI Networks Pvt. Ltd.) highlights serious gaps in service delivery and accountability in the broadband sector. With internet downtime disrupting his work and extra expenses on mobile data, this case demands urgent redressal.
Choice4Voice.com urges Timbl to restore services immediately, refund for downtime, and improve accountability to protect consumer trust.
