BSNL
Harashing BroadBand Service

I have BSNL broadband connection with leased modem.

The BroadBand stops working any time. Modem shows link working but there is 100% packet loss which means that the problem is from exchange. It happens atleast twice a week. There are occasions when it resumes working after a day but most aften I have to make a complaint and it takes them a week to repair.

As far as complaint is concerned, I keep calling 24 Hour customer care but after telling for about two minutes that the call is in queue, the call drops. After trying for as many as 20 times, wasting an hour, if I am lucky, I will get to an executive. They log the complaint and tell me that the problem will be corrected in 7 working days, standard answer.

Most of the time it not possible to reach Customer Care and I have to call the exchange. However, the time taken to do the job is same. Exchange officer insists that lineman will visit my house. Probably he knows that this is the best way to postpone any action to Saturday as I can not be found between 10:00 AM and 5:00 PM at home.

And finally the problem gets resolved in its due course without lineman visiting my place just to reappear next week or a week after that.

I have tried to speak to escalation points mentioned on the reverse side of the bill but in 95% of trials, the phone is not answered. In 5% cases when the phone is answered, I get a reply that we will look into the matter. Nothing happens however.

I have been harashed like this for a year now. Does anybody have any idea how to handle these useless people? Is there any provision in the law to make this organization accountable for their hopeless service?

Regards

Vijai Maurya

Company: BSNL
Country: India

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