[Resolved]  MTNL — DisSatisfaction of MTNL Broadband Services

Address:

Mumbai City, Maharashtra

Telephone Number:[protected] – CA Number: [protected]
Dear Sir,
This is to inform with regret that I have decided to discontinue my Broadband service with MTNL. Reason being I had been through very bad experience with respect to broadband service. I as facing problem of disconnection of broadband connectivity very frequently.

I had lodged complaint for the disconnection many times in past. Many times I had taken online help of 1504. They say that there is a land line fault, so you dial 198 and book your complaint. Technician would come and fix the fault. Then technician come at my building and verify the same and probably resolves the problem temporary. However, same fault comes later again.

Many times land line customer support team says there is a problem is with broadband and says to talk with online help (1504). The problem is not been resolved properly. Last Month, I had lodged complaint of frequent disconnection of internet on Dt.[protected] vide Doc No 3806. Mr. Rohit from online help 1504 had created this doc no. He told me that somebody from exchange would come at your place even on Sunday and resolve the problem. However nobody had attended the complaint on Sunday. When I followed up on Monday[protected] with Charkop exchange on 163, Mr. Yadav (Technician) had called me and committed to come at my building at around 3:00 PM. However he did not come at the site. Then Next day (i.e.[protected] also he did not come. Mr. Yadav called on Dt.[protected] and committed to come in 1st half of the day. However, still he did not come. He does not even care to inform about his reschedule and time change.

I had taken leave on Dt[protected] from my office with the intention that the problem would get resolved. However the full day was totally waste.

In addition to this, when I tried to follow up for my complaint on 163 and 1504, Nobody was taking ownership for the same. Nobody gave responsible answer to me. They were blaming each other and customer’s problem stood unresolved. I think nobody from customers support team understands customer’s situation. Truly, I have experienced that the people from your customers support team talk very indecently with customers.

Even I had been misguided by online customer support team (1504). I had been facing problem of disconnection of internet since long time. Support team had suggested the following IPs.
IP: 192.168.1.72, Preferred DNS: 59.185.3.12, Alternate DNS: 59.185.0.50
However, after lot of try by customer support team, fault has not been resolved then they suggested me to dial 198 and lodge a complaint to exchange as they said that there is a land line problem.

At last Mr. Yadav from exchange came at 3:00 PM on Dt[protected].

He checked my land line and he found everything is OK. He says there is no problem in land line.

Then, he himself checked the problem of dis-connectivity of internet. He observed that there is a fault. He was not able to identify the fault. Then he checked IP Addresses configuration of my system. He told me that there is a wrong IP addresses configured in your system.

He suggested following IP Addresses configuration,
IP: 192.168.1.52, Preferred DNS: 59.185.3.11, Alternate DNS: 59.185.0.50.

Finally, the dis-connectivity problem gets resolved after configuration of new IP Addresses.

Mr. Yadav concluded that customer support team has suggested InCorrect IP addresses.

I am frustrated with this. Frankly speaking, I am not satisfied with the service provided by you. I have taken this decision to discontinue broadband service with MTNL. I do not understand if I am paying my bills on time then also I am not given proper service. I believe that customers are not being treated properly.


Regards