RutSum

MTNL Completely Ignores Customer Requests/Complaints

I sent this email to 3 official email IDs belonging to MTNL (which were supposedly created so that problems could be solved quickly and in a efficient manner).

The IDs are -

bbspeed@bol.net.in (For speed related complaints)
helpdesk.delhi@bol.net.in (For general help on broadband issues)
gmbb@bol.net.in (The email ID of the GM Broadband, Delhi)

Subject : Increase in Speed Request

My phone number is **********.

I have opted for TriB_Unlimited_256Kbps Plan, and the speed should be
256 Kbps, which is correctly synced at the server end.

But, due to some minimal attenuation (which is unavoidable, no matter
how close I am located to the exchange), the speed that I receive at home
is around only 200 Kbps. I had this problem earlier too, and a certain Mr.
Shubhendu, an employee at your Janpath office, agreed to my problem
and solved it by syncing my connection to 288 Kbps or if worse at 512 Kbps.
This way, I get around 250-255 Kbps at my place, which is fairly acceptable.
Please consider my request and do the needful, because I won’t be able to
enjoy the unlimited plan, if I don’t have decent speed.

The speed that I am currently receiving, according to TRAI regulations,
is worthy of even being called BROADBAND, as BROADBAND means at least
256 Kbps at the CUSTOMER’S end.

Despite the fact that I sent the email to 3 different IDs, and then resent it after 4 days (just to confirm that mail did go through and reach the respective mailboxes), I have still not received any reply from MTNL, and neither has the speed issue been solved.

If not by email, then the only other option you have is to complaint by phone. I tried calling the guys who actually upgrade your speeds, but they said that they can’t increase the speed because the speed sync is binded to a particular plan, and can take only discrete values and not any value. This is bullshit, I know it is, because my speed was downgraded from 2 Mbps to 256 Kbps, 1 and a half months after I got my plan changed. My guess is that the plan change departments and speed change departments are totally different. If there is a request for a plan change, the plan change department handles it, and then forward a request to the speed change department, who are obviously lazy sarkari babus with fixed salaries who don’t care about bandwidth drain; so they do their work only when they get yelled at by their seniors.

And to lodge an official complaint, you have to call 1504, where there is a queue to speak to the customer care executives, which, without fail, is full. ALWAYS FULL. So you never get a chance to speak to them. In the very rare scenario that your call makes it through the very long queue, you’ll be forced to talk to underpaid monkeys who barely know how to operate a computer. Then you have fun trying to explain them what attenuation is and why TRAI set rules for MTNL, and how MTNL is violating them.

Now that Airtel has finally laid wires in my colony, I am considering shifting to Airtel because almost all of their 256 Kbps UL users get speeds around 330 Kbps.

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