MTNL Delhi — Poor service and misbehaviour with consumer

Address:

New Delhi, Delhi

Hi Sir, I'm writing this mail, to bring unprofessional-ism and zero customer/subscriber satisfaction and problem resolution by MTNL Najafgarh staff, be it line-man or officers. I have a broadband and land-line connection with MTNL from last 1.5-2 years and I have an ongoing issue with my subscriber line from last 8-9 months i.e. my broadband connection switches between on-off state very frequently. To be more precise, I get my internet connection for 10-15 mins, then it goes off for 15-20 mins and then again it comes, so and so forth. This frequency of on-off connection reaches to the limit of hours also, i.e. it works fine for 4-5 hours, and then it is down for next few hours. I've made numerous complaints regarding this, both offline and on-line via all mediums be it calling to 198, on-line mode or going to MTNL office. Icing on the cake is that every time I got answers, in which customer can't do a single thing. From last 6-8 months line-man and his immediate officer is telling me that its fault in your line's pair. And every next time, I ask status of my issue - Line man says - I've told to my officer, he will look into this. When I ask officer, he says - We are looking into it and we will resolve it asap. And I'm listening these answers continuously from last 6-8 months. But no action has taken on this yet, even bad, not a 0% progress made on this issue. Recently from last two months, they deny to lodge complaints, whenever I visit MTNL office for complaint, they says if you want to complaint do it via 198 or on-line. We don't take complaints here. They even don't note my number or make a note. As per my understanding, no office or enterprise don't lodge complaints of their subscriber from their own buildings if customer is not getting resolution of his issues via other channels. Also, when they call or come home to resolve complaint, they don't talk with person at home decently and even shout at them and says it working fine now, so I'm closing the complaint and don't even listen about the root-cause of the problem. If Internet goes down again after they had left and we call them to say that its not working, they say it was working fine when we came, so its temporary issue, it will be fine soon. Not even a single time in almost last 8-9 months, they tried to resolve the root-cause of issue. And from last few days, my internet comes to On state for mere 30-60 minutes in 2-3 days. I'm highly unsatisfied with this service, as I'm getting service only on 3-4 days of the month, though I've been paying for the services for complete month. I kindly request you to look into this matter on high priority. Name - Shubham Goel Subscriber No[protected]