A company with whose services I was very satisfied till date, has started disappointing me with regards to ADSL Broadband services. This is wrt the recent interaction with their staff for change in my ADSL Broadband plan. Till the month of Aug'09 I was using the DSL-256 Unlimited Broadband Plan (MTNL Mumbai), which offered unlimited downloads but with a lesser speed. Due to the slow speed I planned to change it to DSL-749 Plan which offered downloads upto 5 GB but at the speed of 2 Mbps. For plan change I followed the regular procedure of calling up the Call Centre on 1500 before 31st Aug.
On 1st Sep I called the Call Centre again & confirmed that my plan had been changed. But I still found out from the ADSL Modem Web console that my speed remained at 512 Kbps (256 Kbps which was upgraded to 512 Kbps post 15th Aug to to upgradation of DSL unlimited Plan). I remained quite for a couple of days, as I knew that MTNL sometimes upgrades the speed after 2-3 days. On 3rd Sep I still found that I was running Internet at 512 Kbps. Now started the real drama. Everytime I would call up the Call Centre I would get the same reply that all ADSL plans give you speed ranging from 256 Kbps upto a maximum of 2 Mbps & that means there is no guarantee that every time you receive 2 Mbps speed. I failed to convince them that the 2 Mbps plans give a guarantee of 2 Mbps speed at least up to the ISP node & that the ADSL connection speed can be found out from the speed at which the ADSL Modem syncs, which is shown in the ADSL status in the ADSL Modem Web console.
Out of sheer frustration I visited the QCS at MTNL Charkop exchange & explained the situation to a concerned officer Mr.Pal. He then redirected me to another officer Mr.Tripathi (famous at Charkop exchange), but both failed to understand my real problem & kept reiterating the same thing which the Call Centre executives were saying. I then had to literally draw a diagram for a local lineman sitting next to Mr.Tripathi explaining how the speed settings are supposed to be changed through jumpers from their Mux room. I also explained to them how Internet works & lot other technical stuff. Atlast I was given the contact details of Mr.Ramnath from the Exchange. Mr.Ramnath was supposedly the concerned person handling Mux for ADSL connections. He was not bothered about the speed at which my Modem synced & kept telling me to check the speed of my connection through MTNL Speed Test Website . Something suddenly struck him & then he spoke with a lady over the phone regarding my problem. Though he had covered the mouthpiece, I could feebly hear the conversation & understood that it was a mistake from their side. He then said within 10 mins your problem would be resolved. When I asked him that wasn't it the problem at your end which caused unnecessary harassment for me, he categorically denied & said that don't talk about all these things & that your problem shall be resolved.
In todays tech-savvy world if this is the technical competence of MTNL stuff, the days are not far away when customers would start opting out of Government owned Service Providers out of sheer frustration. I am attaching the screenshots of the ADSL Modem Web console which shows the speed change after necessary changes were done on the Exchange.
Old Speed -
New Speed -
I hope this post would help few people in justifying their cases in case of speed issues :-)
On 1st Sep I called the Call Centre again & confirmed that my plan had been changed. But I still found out from the ADSL Modem Web console that my speed remained at 512 Kbps (256 Kbps which was upgraded to 512 Kbps post 15th Aug to to upgradation of DSL unlimited Plan). I remained quite for a couple of days, as I knew that MTNL sometimes upgrades the speed after 2-3 days. On 3rd Sep I still found that I was running Internet at 512 Kbps. Now started the real drama. Everytime I would call up the Call Centre I would get the same reply that all ADSL plans give you speed ranging from 256 Kbps upto a maximum of 2 Mbps & that means there is no guarantee that every time you receive 2 Mbps speed. I failed to convince them that the 2 Mbps plans give a guarantee of 2 Mbps speed at least up to the ISP node & that the ADSL connection speed can be found out from the speed at which the ADSL Modem syncs, which is shown in the ADSL status in the ADSL Modem Web console.
Out of sheer frustration I visited the QCS at MTNL Charkop exchange & explained the situation to a concerned officer Mr.Pal. He then redirected me to another officer Mr.Tripathi (famous at Charkop exchange), but both failed to understand my real problem & kept reiterating the same thing which the Call Centre executives were saying. I then had to literally draw a diagram for a local lineman sitting next to Mr.Tripathi explaining how the speed settings are supposed to be changed through jumpers from their Mux room. I also explained to them how Internet works & lot other technical stuff. Atlast I was given the contact details of Mr.Ramnath from the Exchange. Mr.Ramnath was supposedly the concerned person handling Mux for ADSL connections. He was not bothered about the speed at which my Modem synced & kept telling me to check the speed of my connection through MTNL Speed Test Website . Something suddenly struck him & then he spoke with a lady over the phone regarding my problem. Though he had covered the mouthpiece, I could feebly hear the conversation & understood that it was a mistake from their side. He then said within 10 mins your problem would be resolved. When I asked him that wasn't it the problem at your end which caused unnecessary harassment for me, he categorically denied & said that don't talk about all these things & that your problem shall be resolved.
In todays tech-savvy world if this is the technical competence of MTNL stuff, the days are not far away when customers would start opting out of Government owned Service Providers out of sheer frustration. I am attaching the screenshots of the ADSL Modem Web console which shows the speed change after necessary changes were done on the Exchange.
Old Speed -
New Speed -
I hope this post would help few people in justifying their cases in case of speed issues :-)
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