[Resolved]  Mts — MTS DATA CARD SLOW SPEED COMPLAINT RESOLVED

Address:

Kerala

On February 3 and 4 I noticed the speed of the MTS data card Internet significantly low at approximately around 80 to 100 K bps. I called up the customer care and they informed me that due to insufficient balance or since I have utilised more than the 5 GB data allowance from/after the previous recharge as the reason for the reduced speed. I recharged the account on February 5 (for Rs. 798 5GB Unlimited plan) but still did not get any improvement in the speed. I made a complaint on February 5 regarding the speed issue to the customer care. On February 8 a field visit was arranged and the person who came to check the data confirmed the slow speed issue. He further said it will be raised with the networking team as this could be a problem with network. He said that he will refer to networking team and they will be visiting within two days. Since there was no information from the company I further made several calls to them.
After numerous calls on February 12 another team from the networking department visited and informed me that there is no problem with the network. Thereafter I waited again and receiving no further response or the solution to the problem I began calling up several times. The customer care department did not have any information regarding the field visits or the action taken for the problem. I called up the nodal authority to escalate the issue. Thereafter the company arranged for a visit with the networking and the data card team. They came and checked all the details and could not find any resolution. They contacted their own customer care and told me that because my data usage has been 11 GB the speed is slow. Whereas the user details from the data card console only indicates less than 1 GB. When this was pointed out they said they will refer to the back end team. Further I received a call from the customer care stating that the speed issue is because of the data usage of more than 11 GBP from 5th February to 20th February.
There is no possibility that I could have used 11 GB or even more than 1 GB during this time period as the speed of the Internet is less than 80 Kbps. To download 11 GB or even more than 5 GB at the speed will take continuous downloading for several days. The company is providing totally fabricated information without taking any action. I tried calling the nodal department and the appellate authority but no responses from some. It has been two weeks since I have seen this problem and the company has either given me irresponsible answers or no response at all and fabricated information.
My suggestion to all the people who are reading this is not to take the services of MTS. If ever you face a problem and is not resolved within the time period provided initially by the customer care it should be immediately escalated to the nodal authority. If there is no further resolution of the complaint after the time period provided by the nodal authority it should be further escalated to appellate authority. Simply calling up customer care department or awaiting the responses will end your life.