[Resolved]  BSNL — Interrupted Broadband Service

Address:

Birbhum, West Bengal

To
The Chief General Manager,
West Bengal Telecom Circle,
Kolkata.

Sir,
I have a Broadband service connected through my Land line No.[protected]under Bolpur Telephone Exchange). The connection has been existing since 10.03.2008 through overhead poles. I took the said connection mainly for my daughter's (a student of Class IX this year) education purpose. Initially for a few months, the service was, indeed, splendid. But unfortunately, I am now topping, as I guess, the list of complainants in respect of the said connection. Problems that I am facing very frequently now-a-days are given below:
1. I do not get uninterrupted service. Whenever I do not get the service, I contact the customer care service officers (having telephone no.[protected]. After hearing my problem, the receiver of the telephone normally does not incline to register my complaint provided it is not an ADSL problem (ADSL is not glowing and/or blinking etc) and instead, ask me to contact either of the two telephone numbers viz,[protected] and/or[protected]. But, unfortunately, I get[protected] or[protected] accidentally, else they go on ringing. Complaints are, however, registered at[protected] only when I categorically request him to give me a docket number as to the registering of my complaints;
2. I have been given to understand that the officers holding the numbers viz,[protected] and/or[protected] are the only persons who can have the authority and/or power to rectify the problem provided, fortunately or unfortunately, these officers are in office or not exclusively busy in some other jobs. After office hours, these officers are not available and consequently there leaves no question of getting any help. An example, in the matter, is given herewith – Yesterday (01.05.2010) was Saturday and closed holiday. My daughter has been peacefully working in the net upto (about) 02.40 PM. After giving a break of about two hours or so when she intended to connect the net, she was, time and again, getting a message on the screen which reads as – “Error 691 : Access was denied because the user name and/or Password was invalid on the domain” although neither the user name nor the password were even touched by her. Being fade up, she sought for my intervention. I then took the matter with the officer holding telephone no. 252001. The officer – really holding helping attitude – patiently heard my problem but unfortunately he repeated ( as I was to hear several times in earlier cases) that as the office was closed for two days [01.05.2010 holiday and 02.05.2010 Sunday] nothing could be done so long the officers holding the telephone numbers[protected] and/or[protected] are resuming their duties on Monday next. He then suggested me go to the telephone exchange office at Bolpur on Monday (03.05.2010) to meet the officers at telephone nos.[protected] and/or[protected]. He, however, on request by me recorded my complaint vide No. A/28 of 01.05.2010 (at about 04.55 PM). Further, from the Telephone Directory I find that the above nos.[protected] and/or[protected] pertain to Switch Room. So from the above it stands that Switch Rooms remain unmanned beyond office hours and during holidays and Sundays; and unmanned Switch Room means interrupted service (?) having no rescue. But peculiarly enough I have got the connection at night (at about 9.40 PM of 01.05.2010) when also I did not touch my user name and password. Besides, sometimes a message comes as –“Error 678: The remote computer did not respond….” when all of my fittings are intact. The Broad Band service is on even at this time (about 3.25 PM of 02.05.2010 - Sunday) and hence, I could be able to place this mail before you. Besides, at times, the speed is so slow that working in the net becomes simply tiresome.
3. As advised by the officers of the Bolpur Exchange over phone, I have even changed my Modem a few days back. But the problems persist.
Sir, in view of the foregoing, may I request your goodself to kindly clarify the following points:
a) how I can get an uninterrupted service;
b) why I will not be financially compensated for non-availability o[censored]ninterrupted service;
c) whether I made any mistake in choosing BSNL as service provider;
d) whether there is a lackadaisical approach on the part of the BSNL, in the face of a strong challenge from the other private sector companies providing broadband services; and
e) Whether I can still trust the responsibility and responsiveness of BSNL.
Thanking you in anticipation,
Yours sincerely,
Madhabi Lata Sinha
77, Mistripara Lane, Bolpur
P.O.: Bolpur, Dist.: Birbhum,
PIN: 731204, MOB: [protected]
Dated: Bolpur/02.05.2010.