At Mahek Broadband, we aim to resolve every technical or service issue as quickly as possible — most within a few hours.
However, if your issue takes longer than expected due to technical, network, or logistical reasons, we have a clear escalation process to ensure it gets prioritized and resolved promptly.
⚙️ 1️⃣ Usual Resolution Commitment
| Issue Type | Expected Resolution Time |
|---|---|
| Basic Wi-Fi / Router Issue | 1–2 Hours |
| LOS / Fiber Line Fault | 6–24 Hours |
| Router / ONT Replacement | Within 24 Hours |
| Installation / Relocation | 24–48 Hours |
| Major Area Outage | Within 48 Hours (depending on fiber repair access) |
If your complaint remains unresolved beyond this timeline, you can follow the steps below to escalate it immediately.
🧩 2️⃣ Step-by-Step Escalation Process
🔹 Step 1: Follow Up on Your Existing Ticket
- Reply to your existing WhatsApp or email thread mentioning your Ticket ID.
Example:
“Follow-up on Ticket #MB4012 — issue still not resolved.”
- Our team will check the ticket’s current status and prioritize it for quick resolution.
🔹 Step 2: Contact Helpline for Escalation
If no update is received within the next few hours:
📞 Call: 022 697 18061
Our senior support representative will verify the delay and escalate it to the technical manager for immediate action.
🔹 Step 3: Email for Escalation Review
If your issue remains unresolved after a follow-up or helpline call:
📧 Email: support@mahekbroadband.in
📝 Use the subject line:
“Escalation – Unresolved Complaint [Your Ticket ID]”
Include:
- Your full name
- Registered mobile number
- Connection ID
- Short summary of the problem and last update received
Your email will be reviewed directly by our Technical Manager, who will personally ensure the issue is resolved at the earliest.
⚙️ 3️⃣ Escalation Levels & Contacts
| Escalation Level | Contact Method | Responsibility |
|---|---|---|
| Level 1 | WhatsApp or Call | Support Team reviews pending tickets and reassigns technician |
| Level 2 | Email Escalation (support@mahekbroadband.in) | Technical Manager intervention |
| Level 3 | In-person visit (if major area outage) | Field Engineer or Fiber Line Team |
🧩 4️⃣ Common Reasons for Delays
Sometimes, resolution time may extend due to:
- 🧱 Fiber damage in building or public areas
- ⚡ Power outages at local distribution points
- 🧰 Hardware replacement delays (router/ONT unavailable)
- 🌧️ Weather or access restrictions delaying outdoor work
- 🧑🔧 Customer unavailability for technician visit
In all such cases, you’ll receive updates via SMS, WhatsApp, or call about the revised timeline.
🧰 5️⃣ Pro Tips for Faster Escalation
✅ Always include your Ticket ID in all follow-up messages.
✅ Keep your ONT and router powered ON for remote rechecks.
✅ If you can, share a photo or short video showing the issue (like LOS light blinking).
✅ Mention the best time to contact or visit you.
✅ Avoid opening multiple tickets for the same issue — it may delay tracking and resolution.
💬 Example Escalation Message
Hello Mahek Broadband,
My internet has been down since yesterday and the issue is still not resolved.
Name: Rahul Verma
Connection ID: MB5021
Registered Number: 9876543210
Ticket ID: #MB202510
Issue: LOS light still blinking red
Preferred Time: Available after 2 PM
📲 Send this to WhatsApp: +91 87884 12303
📧 Or email it to: support@mahekbroadband.in
🧾 6️⃣ Our Commitment
Mahek Broadband guarantees:
- Transparent updates during any delay
- Technician follow-ups until closure
- Prioritized action for customers with repeated or extended issues
- Escalation acknowledgment within 2 working hours
📍 Mahek Broadband Support
Mahek Broadband
🏢 Shop No. 02, Balkrishna Apt, Musaji Galli Road,
Vasai West – 401201, Maharashtra
📞 022 697 18061 | 📲 +91 87884 12303 | ✉ support@mahekbroadband.in
💡 Quick Tips
✅ Save your ticket ID for all future references.
✅ Always verify whether others in your building have the same issue (helps diagnose area faults).
✅ Follow escalation steps in order — it ensures the right team handles your case quickly.
✅ All escalations are logged and monitored by our management team for service quality.
