[Resolved]  BSNL Broadband — CHEATING

Address:

Ernakulam, Kerala

Sir,
I took a broad band 8MBB4000 connection towards end of March 2008 from BSNL ernakulam.But unfortunatly I got the wrong router from BSNL. (ordinary one ) Despite many attempts, we could not gain successful connection and kept informing your department on a regular basis. After 2 weeks, it was found that BSNL had delivered the wrong router and replaced it with router type 2 (intended for static IP use).With the type 2 router we were able to gain connection, however the speed we got was below 1MB instead of the 8 MB speed assured us. We were given to understand that within the trial period of one month which had been offered to us, this issue will be resolved.

During this period I had to go abroad, but followed up on this issue from overseas. I was asked to put in a complaint in person and was assured that this matter will be looked into at the earliest. On my return from the UK I found to my shock and surprise that I was presented with a bill for 2 months. I pursued this matter further and raised it with the Accounts Officer. She suggested that I submit a written complaint and I did accordingly, highlighting the trial period on offer as well as speed below the offer (which was below my requirement as well). Though noone actually contacted me to address the issues that had been raised, I continued to receive phone calls from BSNL requesting payment. Finally, I received a call from Mr Mani of BSNL and asked me to complete some tests. He gave the instructions over phone and by email which I adhered to, however, with no results. Mr Mani informed me that he was getting the offered speed after loading my IP address from his office. Though my son was at the time hospitalised with a major illness I still found time to communicate with Mr Mani by email. I discussed the issue again with him, this time over the phone. I was informed that members of his staff were extremely busy around that time and that someone will be sent to my office to check what happened. Another two weeks passed and there was no contact from BSNL. I sent an email, followed by a letter (sent through courier service) to the Customer Service department and Accounts department. The letter clearly stated that if the issues were not resolved in 7 days, I was at risk of losing my project and that this matter could not wait indefinitely. The very next day I received a response and a few members of BSNL staff came to my office to check the problem. They found out I am not getting more than 1MB speed, they checked the line, the cable and finally figured out that there is an issue with the cable (something to do with earthing). They replaced the cable from the BSNL post/box to the building where my office is located. After a 2 hour long effort they were able to resolve my issue in part. I was able to get a download speed of 5MB, however, for my project to be viable I require high speed for uploading as well. I contacted Mr Thomas of BSNL who informed me that BSNL can offer an uploading speed of 1 MB only at present. This is clearly not in line with my requirement. I am now forced to take a fixed static IP broadband connection from another service provider and have no choice but to request that the connection be severed.
I am hugely disappointed that my project has been unduly delayed and request disconnection due to failed service delivery.

Thanking you,

Yours truly,

UNNIKRISHNAN K S