Bharat Sanchar Nigam [BSNL] — bring changes in bsnl or let it die forever.

Address:

Kamrup Metropolitan, Assam, 781025

To,
Bharat sanchar nigam limited
Cin: u74899dl2000goi107739
Bharat sanchar bhawan,
Harish chandra mathur lane,
Janpath new delhi dl 110001 india
E-mail: - [protected]@bsnl.co.in
Website: WWW.bsnl.co.in

Bsnl does it again. Someone rightly said rewritten the full form of bsnl that # sanchar nigam limited (Bsnl), collecting money.

We were facing very much painful internet connectivity issue with our bsnl 3g networks which was not paid heed to even after raising complaints on the same. Bsnl kept closing the complaints without any resolution. On the top of it we were sent bills without any delay. Bsnl is not able to provide high speed connectivity even in urban areas. Customer care cannot solve the issue after registering the complaints on poor 3g connectivity. Bsnl was/is having an extreme slow speed and its office can't sort it out. We don't know how long it will take for them to understand that internet is not only for amusement but for serious work as well. Bsnl is having a pathetic customer service and support for its customer and we wonder why they are into this business when they can't support. Do you know that those who have problem with #bsnl's services, port out from bsnl, just due to a few incompetent people who consider their job as perk & not as responsibility? In simple words, bsnl suck just because most bsnl employees are lazy to provide service. They are lazy because they don’t know technical part of isp infra.

A large no. O[censored]s have bsnl connections and we are pissed with our connections. We get the fact that sometimes the speeds can be slow and sometimes the connections will fail. But slow speeds, and being unreliable all the time? That is unacceptable. And the worst part is, there's no one in the bsnl establishment who has any freaking answers as to why it’s slow or unreliable. We are forced to move from one officer to the next. Why the bsnl are speeds so slow and unreliable and the customer service is non-existent? Who are the lazy # superiors who don't do their work properly and make life miserable for you and indirectly make our internet slow? Are the speeds true to the ads or do we get less speeds than advertised? If we have a problem and no one listens to us in the bsnl office, is there a grievance officer?

So, getting all these pathetic service from bsnl we have surrendered our bsnl data card mobile no.[protected] having account no.[protected] as on[protected]. Apart from this connection we had before surrendered more than 50 bsnl connections due to pathetic # service from bsnl. The below is the copy of surrender slip for your reference and records.


But main part of the story started when we have still received the bill for the month of aug 2019 and probably supposed to get for sept 2019 also. When we submitted complaint on pg portal regarding bsnl full bill for aug 2019 after nearly 60 days of surrendering the said connection that the name mentioned in the surrender application should have been “parakash agarwal” instead of “best it world india private limited” so the surrender application was not processed and bill will continue to be issued until revised application form is submitted to bsnl mentioning corrected name.in spite this is being a corporate connection having gst registration updated for the said company. Why it is so that when all correspondances with bsnl needs to be via a formal channel for all the customers and the same is not applicable for when bsnl communicates to customers. There are no any kind of formal channels of communication apart from monthly/timely bills from bsnl and regarding payment of bills. Why bsnl did not checked the application thoroughly at the time of surrender of connection? Bsnl takes hours for surrendering bsnl connections and still errors cannot be found out by bsnl officials on the applications forms. They had acknowledged the surrender application in our case and after two months informed us via telephonic call that the said application form was having some issues with the name being used while surrendering and that too when we as a customer raised a complaint regarding full billing raised for the month of aug 2019 when the said connection was surrender on the 1st day of aug 2019 itself. Bsnl should inform customers at the time of submission of application itself or if not possible at least after a couple of days after for any errors or issues regarding any submission of any applications to bsnl. Bsnl should send an sms or send an email to the registered email address associated with the bsnl connection or send all the communications via a registered post in the registered address with bsnl. But no such things are happening with bsnl and we as a customer facing a lot of issue for all the bsnl services being used or even after surrendering the bsnl connections, bsnl does not let customers get free and keep troubling customers. Nobody at bsnl takes any form of responsibility, everyone wants to get rid of customers without any help and support. Nobody will tell you their name or official contact number. Leave apart official contact number, people are not willing to provide their names to the customers upon being requested for records and correspondences purpose.

In spite of all these issues we sent our staff to bsnl office with a revised surrender application form but now bsnl wants to have the bill paid by us before accepting the revised surrender application form. What the hell this is? Why should we pay for bsnl inefficiency? Why should we pay for 2 months delay in informing us about a minor error in our surrender application form? We are not going to make any additional visit to bsnl office until bsnl formally send us communication regarding discrepancy in our surrender application form and waives off all the billing done for the said period of delay by bsnl from date of our application for surrender of bsnl connection with mobile no.[protected] having account no.[protected]. We are ready to pay for delay in making revised surrender application form from date of receipt of such official formal communication from bsnl via registered post. We would also request for refund of our security deposit with bsnl for the said bsnl connection.

After the implementation of gst, we faced a lot of issues for updating gst registrations number which after many applications were not successfully updated for many months and we had to forego gst credit for many months and even after updating of gst registration number we had found out that gst registration number was wrongly updated. Again, submitted applications for correction in gst registration numbers to bsnl. Bsnl is just a pain for the nation.

Bsnl is govt enterprise, that means you get you salary at the end of the month regardless what service you provide to the customer, there is no target or review for the employees. This makes the service the clumsy like any other government office. The majority of their staffs are still the same old govt employees who even after transforming to a govt enterprise company follow the same routine and attitude. If at all a new employee try to bring up the better service the existing staff isolate him until he become one of them. Towers are powered by huawei - gsm / zte & qualcomm - cdma, they are world class providers so we have the infrastructure but either the engineers are lazy / bribed or simply do not what to upgrade because of the “frog in the well” attitude, for the frog the well is its world, and an outer world does not exist. Even if it exists it does not want get out of the well.

Is bsnl running out of technology, funding or resources?

No its not … its killed by the officials … sooner you will hear a news that bsnl company is in loss and would sell its shares… one fine day a big player company disguised as the savior of bsnl would buy its shares to own it. At that time all these infrastructures will be in their hands at just 10% cost.

Established in the year 2000, bsnl – once a navratna psu – has been in debt since 2010-11. Last time it made profits was in the year 2008-09, after which it has been consistently reporting losses, so much so that its total debt at the end of 2018-19 stands at rs 14, 000 crores. The telco is said to have accumulated operating losses to the tune of rs 82, 000 crores over the years. Employee costs made up about 66 per cent of bsnl’s operating revenues in the financial year 2018-19 as against 21 per cent in the financial year 2006-07. As per data from the telecom regulatory authority of india (Trai), bsnl’s market share has come down to 9.7 per cent in january 2019 from 19 per cent in march 2009. Yet again the government is contemplating using taxpayers’ money to bailout bsnl, which has a customer base of 11.62 crores out of the telecom subscriber base of over 120 crores. The government is seeking immediate loans of rs 2, 500 crores to keep the psu afloat. This amount will sustain operations only for about 6 months and this is a big deterrent for the lenders. This is an unsustainable model and the fate of bsnl needs to be reconsidered. Telecom is not a public good and it does not make sense for the government to hold onto a failing psu.

The high employee costs of bsnl are unfit for today’s competitive markets when enterprises across the spectrum are economizing and cutting down costs to survive and remain competitive. The government cannot continue the practice of bailing out perpetually sick psus using taxpayers’ money, over 90% of whom aren’t even choosing to opt for that service yet end up subsidizing high bonuses of government employees. The number of employees of bsnl stands at 1, 65, 179 and the total employees' cost is a staggering 75% of the total income of the company. Private players on the other hand have very low employee cost. Airtel has 20, 000 workers and the employees' cost is 2.95 per cent of the income while vodafone with 9, 883 employees has the cost pegged at 5.59 per cent. Distressed telecom psus mahanagar telephone nigam ltd (Mtnl) and bsnl have been making losses and have faced challenges in clearing staff salaries in the recent past. Bsnl has been posting losses for the past few years. It has announced revival plans more than once but remains the most inefficient operator on various counts. Bsnl has around 9.73 per cent share in the wireless market but had a staff strength of 1.83 lakh as on march 2018, over 18 times that of market leader vodafone idea and over 10 times that of bharti airtel, the number two player. This inefficiency, compounded by heightened competition, means bsnl's chances of turning profitable soon are bleak.

Bsnl also lacks 4g services and is facing tough competition from private players. Bsnl introduces new products but fails to train their staff. The staff are rude and at times, clueless about how to solve issues. Losses for the company continue to accrue due to the large number of staff salaries. While the telco has received vast criticism for being inefficient, despite being overstaffed. While the dot has also been emphasizing on the need to cut down on the huge “employee costs” of bsnl. There have been no concerted attempts to infuse new talent to help it keep pace with the competition. Instead, a slew of policy decisions by both the nda and upa governments have failed to make the most of bsnl’s core competencies, including its extensive network of about 40, 000 towers and its expansive infrastructure of 7, 50, 000 kilometers of optical fiber.

I will be as blatant as i can in my following answer but it’s the stark reality that most of the psu's are facing loss. Historically, indian telecom has been sluggish, corrupt and hopelessly inefficient and bsnl is just another pain for the nation and the credit goes mostly to its employees for their outstanding performance in making the life of consumers like not less than a hell on this earth. Bsnl sucks due to a few incompetent people who consider their job as perk & not as responsibility. To my night prayers for good health and peace, i am adding a new prayer, to “save us from our ‘service providers’.” whether it is the municipal corporation, water supply, electricity undertaking or telecom services, most of the government service providers harass citizens with their inefficiency, unaccountability, and one-sided rules that protect them, not the users for whom they exist. One aggrieved citizen, or even a handful, complaining about poor quality of services, gets us nowhere. We need massive mobilization o[censored]sers of telephones, water, electricity, banks and schools, to voice their concern, in large numbers, to get attention. Till that happens, all one can do is pray — to ‘save us from dis-service providers. These government organizations are beyond repair. They are surviving only on taxpayer’s money, otherwise, they would have long been dead. Whenever go to any govt organization you see, one counter is operating among 6/8 counters available with personnel sitting there inside doing some calculation or tampering with mobile or reading weekly magazine or sometimes there is not even a person in the entire department and is empty but the 'closed' board is hanging or blocking the counter and that too in that one counter a long serpentine queue is waiting and running even outside the po. It is the same with most government ‘services’ – government clinics and hospitals are so woefully inefficient that even the poor prefer to go to private hospitals, even though they cannot afford it.

My last words: bring changes in bsnl or let it die forever.

Asha kanta sharma
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