Whom should I contact if my complaint is not resolved?

At Mahek Broadband, we aim to resolve every customer complaint quickly and efficiently, usually within a few hours.
However, if your issue remains unresolved beyond the normal timeframe, you can use our Complaint Escalation Process to ensure it gets the right attention and priority from our senior team.

⚙️ 1️⃣ Standard Resolution Timelines

If your issue is still unresolved after the above duration, it’s time to escalate it using the steps below.

🧩 2️⃣ Escalation Levels at Mahek Broadband

🔹 Step 1 – Follow Up on Your Ticket

If your complaint is already registered, you’ll have a Ticket ID (e.g., MB4025).

• Reply on WhatsApp to the existing chat with: “Follow-up on Ticket #MB4025 — not yet resolved.”
• Or call our helpline and share your Ticket ID.

📲 WhatsApp: +91 87884 12303
📞 Helpline: 022 697 18061

Our team will review your ticket and prioritize it for rechecking or re-assignment.

🔹 Step 2 – Escalate via Email

If your issue persists after following up with support, send an escalation email to:
✉ support@mahekbroadband.in

Email Format Example:

Subject: Escalation – Unresolved Complaint [Ticket ID: MB4025]

Hello Mahek Broadband Team,
My internet issue has been pending since [date]. I’ve already contacted support but haven’t received a resolution yet.

Name: [Your Full Name]  
Registered Mobile: [Your Number]  
Connection ID: [e.g., MB4012]  
Issue Description: [Brief explanation of problem]
Preferred Time for Callback: [e.g., Anytime after 2 PM]

Kindly look into this on priority.
Thank you,
[Your Name]

📩 Your email will be reviewed by our Senior Technical Manager, and you’ll receive a response within 24 working hours.

🔹 Step 3 – Escalate to Management (Final Level)

If the issue remains unresolved even after escalation:

• Visit or write to our Mahek Broadband Office directly for management-level review.
• Our management team will ensure your complaint is addressed personally.

🏢 Office Address:
Shop No. 02, Balkrishna Apt, Musaji Galli Road,
Vasai West – 401201, Maharashtra

🕙 Office Hours:
Monday – Saturday: 10:00 AM to 8:00 PM
Sunday: 10:00 AM to 1:00 PM

⚙️ 3️⃣ Important Guidelines for Smooth Escalation

✅ Always mention your Ticket ID, Registered Mobile Number, and Connection ID.
✅ Keep your ONT and router powered ON — this helps our team test remotely.
✅ Avoid opening duplicate complaints for the same issue.
✅ Reply in the same chat or email thread for better tracking.
✅ Escalations without required details may take longer to verify.

🧾 4️⃣ Follow-Up and Tracking

Once escalated:

• You’ll receive updates via WhatsApp, SMS, or email.
• Each escalation level is monitored by our Quality & Service Review Team.
• Resolved tickets are closed only after customer confirmation.

You can check complaint progress anytime at:
🔗 https://login.mahekbroadband.in

Or use the Mahek Broadband App:
📱 Download Here

🧠 5️⃣ Common Escalation Scenarios

🧰 6️⃣ Our Commitment to You

Mahek Broadband ensures:
✅ Every escalation is reviewed by a senior engineer.
✅ No ticket is closed until you confirm the issue is resolved.
✅ Repeat issues are prioritized automatically.
✅ Transparency and timely updates throughout the process.

📍 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 Summary