Mar 29, 2011 09:13 PM
33720 Views
I am using BSNL broadband for last 3 years. Overall it’s OK but there are lots of problems that need to be sorted out by the largest telecommunication service provider of India. Let’s start with the problems that I am facing till now-
Installation
There is no uniform policy for broadband installation in India. The policies differ as the circle differs. For information, I reside in West Bengal. When I was in need of broadband, first I had to apply for landline connection. After getting the landline, I had to wait for two months. I got the broadband connection after two months long wait. They don’t consider your urgency.
The most ironic thing is that there is no such policy in other circles. I am not sure of all circles, but I had communicated with my friends in Karnataka, and they informed that they got the broadband connection immediately with the landline connection.
BSNL is requested that since they are national service provider, there should be a uniform policy that is equally applied to all circles.
Speed
As per BSNL, my broadband speed should be 256kbps. But since last 3 years, there is never a moment when my downloading speed crosses 70kbps.
I don’t understand that what is the need of selling an item by making false promises.
Billing
This is the worst area in which BSNL needs a hell lot of improvement. Billing date of broadband customer in my circle is 8th of every month. And you will wonder that bill reaches us after 20th and we get only 4-5 days to make payment. There are times that we got 2-3 bills at a time.
I pay BSNL bills at a nearby Post Office. Most of the times, BSNL disconnected my phone for non-payment of bill, though there was never a month when I delayed bill payment. The main problem is the communication link between Post Office and BSNL. It’s the time of internet then why BSNL is not linking itself to Post Office so as to avoid these type of problems.
There is an online billing portal for bill payments that too is not flawless. In that portal you can’t pay by your own choice. We have to pay the entire amount as indicated in the bill. Most of the time the indicated amount is wrong.
It is requested to BSNL that they should at least try to improve their online billing portal.
Customer Service
It is time that BSNL should rise above all to make an impact in customer service area. Whenever I have called customer support, I never got a satisfactory answer. For most of the queries they have only one answer that contact your exchange. You will be amazed by the interactions that I had with customer support people.
Once, I reset my modem and after that it was not connecting to my PC. I contacted customer care, and the great person told me that I should not have reset it and now I have to take the modem to exchange and then they will rectify the problem. I tried myself and sorted out the problem. I mean to say that the person sitting there are totally unaware of anything. They can’t help you.
They are sitting there in the name of technical support and just confusing and misguiding us.
Local Exchange
Customer support people always end the interaction by saying that I had to contact with local exchange. Contacting local exchange people is tougher then contacting GOD.
I keep calling and calling on his or her numbers and there is no one to pick up the phone. If they ever pick up they will just pass on by saying that this is not the right department and I need to contact another department.
And the dilemma goes on.
I will end by saying that BSNL is having widest and largest customer base in India. They should try to retain their customer base. I, like many people are using BSNL only because of no choice. Once I will get a choice I will be the first person to switch over.
BSNL, STOP ME IF YOU WANT/ CAN.
