[Resolved]  BSNL Broadband — Connection dropping and Bad Customer service

Address:

Karnataka

I have subscribed for th Broadband service from BSNL (BSNL Landline No:[protected]. The plan is Rs. 900/- Home Combo Broadband plus (which says 4Mbps speed for upto 8GB download and thereafter 512Kbps speed Unlimited access + 400 calls free per month).

However, we have never been able to even surf at even the speed of 256 Kbps (which is not what we have opted for). And more importantly, the connection breaks very often during usage.

I’ve contacted your customer service (telephone) @ [protected] and raised many complaints and the technicians after trying all the possible configurations from their end have finally suggested me to contact the exchange (Kumarswamy Layout) and provided the JTO’s (Siddappa’s) number.

Myself, my dad and wife contacted him (Siddappa) in person on many occasions and explained the issues that we are experiencing with low SNR downstream value (which is around 4 or less dB always) which the customer service say should be atleast (the worst case) 12 dB (and the optimum value should be 30 dB) for the plan that I have opted for; but Siddappa insists that the SNR (5 dB or lesser is all that I can get here; which I don’t understand as it contradicts the info provided by your customer service technician).

Many of technicians (from the franchisee) did visit my residence and checked the SNR value by logging into the router page and confirmed that indeed the SNR value is very low and just vanished without doing anything else saying that they would need to perform a line test to rectify the issue and never returned.

Siddappa also is not taking any action on the multiple complaints raised by going to the Exchange in person / Ticket’s logged via Phone.

Finally today Murali from franchisee came and inspected the issue and confirmed that the issue is due to very low SNR margin (which was 4 dB when he checked) and he said it should at least be 12 + dB as confirmed by the BSNL Telephone customer service).

I’m providing the information of the numerous Tickets logged via Phone on different dates for your information:

9th October 2010 -- Internet (stable RED LED)
Complaint Number: 1010/583 (SNR Margin). Raised by Kiran R.

10th October ---- he says it is a outdoor line issue....
Complaint Number: (Line issue) 1010/583

31st December 2010
Spoke to UMA from customer service (1800 number) She gave the ticket ID: 1210/84565

7th January 2011
Call received by - Vishawanath
Ticket ID: 0111/239


Called on 14th January[protected]
Spoke to Uma again....
No use... She again gives the same Ticket Number as it is still open and no action taken.


Asked to call: 1500 to log the complaint.
Ticket ID: 0111/239
Geetha....
Complaint No: 0111/488
Geetha disconnected the call and also she was not keen on customer support was hardly responding to my queries
Called 1500 again (Roopa) received the call


9th Feb 2011....
The Ticket ID is 0211/677 (Vishwanath)


10th Feb 2011....
@ 7:45 PM called to customer service once again, Spoke to Vishwanath.... (the same guy)
He said call @[protected]to speak to Divisional Engineer (Vittal Shastri)) after 10:30 AM. Called him and he has told the issue will be fixed in 2 days. (which is over now).
Finally on insisting to give me some contact to write to he gave me this mail ID to which I’m sharing the details.

On 12th Feb 2011 Murali from Franchisee/ outsourced technician for BB issues visited and checked the cables inside and around my house and confirmed that the entire line needs to be checked thoroughly and the action needs to be taken by Siddappa. He confirmed that the issue is with the SNR value being low and it should atleast be 12 dB.
From 12th Feb 2011 (it’s more than a week now), my wife is following up with the exchange everyday and either no response / if anybody receives a call they just say we will look into it and disconnect the call even before we can say something.

This is the worst possible service that any provider can provide……

Hope there is a proper escalation channel and proper individual who really want to do there designated work properly……