1800 424 1600

Yes, this is a number which always tells me that my call is important to BSNL and I will be attended shortly, since last seven days for sure but this recorded message. No, I don’t pay my service charges and rent for this kind of entertainment but to avail internet at my home.

My broadband is down since last eight days and is known to BSNL helpdesk, JTO and technical team but they don’t get time to act on it ..Each evening when I reach home I try and call this number but no one picks up despite waiting for more than 15-20 minutes. The advanced BSNL perhaps does not have a professional courtesy to call me back and ask why I called, I am sure I don’t have any friends sitting on this number nor I call them for without a reason, The called ID’s on this number perhaps are never checked or governed nor there is any vigilance to audit the responsiveness from the department.

I prefer to call 1500 number then, (atleast it is attended each time I called) the helpdesk responds that I have to call 1800 424 1600, I tell them that I call to register the complaint that the above number is not under operation and I wish to register the complaint about the same, they laugh and respond that there is no provision to register with BSNL that one of their service itself is not managed properly or is not working in the interest of it’s consumer.

Funny but fact that none of the technical staff work after 5 pm to resolve any technical issues and I am advised to call JTO on 25270002, this number also keeps ringing but must be managed by someone who does not check his called ID for the missed calls or either does not have called ID installed on this number for sure, I keep waiting and call back 1500 number again and again to ask (rather beg) for a number of responsible office who will attend to my case. The phone number provided is 2530 9911 which again repeats the same and keeps ringing. The escalations are good to go only on paper.

Does anyone has phone number of our telecom minister and has experience that he atleast will respond when called?

I go to the BSNL website and send emails on provided id’s, the mails bounce back for one address and other id does not bother to send me any acknowledgement either. I prefer registering broadband complaint online, the online form does work but does not send me any confirmation mail nor allocates instant complaint number online, so for to the technology.

I am sure this month I still be charged the full rent and tariff despite the service outage and frustration that I depended on BSNL which in this competitive world does not have any reason to survive on competitiveness but comes as a burden to us via tax payments that ‘nurture’ this behavior and exit just because the government which has nothing to do with business is in business…

I have now opted for an additional separate private service provider and uploaded this ‘post’ as I lost all hopes and expectations of betterment of BSNL on customer service, as this being a routine experience now…

19 Comments so far

  1. Balu (unregistered) on August 11th, 2007 @ 4:06 pm

    Hello Rajesh
    I am from Bangalore Mirror, I wanted to know if I could use this post for the blog talk section where we feature city based blogs. Please do mail me at nt.balanarayan at gmail.com if you are okay with it.


  2. Balu (unregistered) on August 11th, 2007 @ 4:08 pm

    Hello Rajesh
    I am from Bangalore Mirror, I wanted to know if I could use this post for the blog talk section where we feature city based blogs. Please do mail me at nt.balanarayan at gmail.com if you are okay with it.


  3. Rajesh (unregistered) on August 11th, 2007 @ 4:14 pm

    Pls do so, Appriciate your effort!


  4. Balu (unregistered) on August 11th, 2007 @ 7:21 pm

    Thank you rajesh : )


  5. Sethuraman (unregistered) on August 11th, 2007 @ 7:23 pm

    The TATA INDICOM (VSNL) is no better either in complaint followup, accounts. I renewed my broadband account on Jul.11 at noon (the amount was 2360) and soon after the renewal my account showed a credit of 2083.00 – I am corresponding with the TATA Indicom ever since, have sent four reminders, but nothing seems to be moving. And it is a disgrace to the name of TATA


  6. someone (unregistered) on August 11th, 2007 @ 8:07 pm

    This is now your personal complaints forum? Yes, because we all use BSNL and we all have problems…


  7. Rajesh (unregistered) on August 11th, 2007 @ 9:10 pm

    Someone, Thanks for your comments, I guess you are right, many more may have issues with BSNL on similar lines, i just wanted to voice one i experienced, being in the IT capital of India and not providing minimum service one can imagine the gravity of situation.
    Also to note these issues are generic for any one, try calling this number after 5 pm and know for your self…if you pay for 24×7 tariffs, you as consumers are entitled for 24×7 support on the services purchased!! That’s the point!


  8. RAVI A (unregistered) on August 11th, 2007 @ 10:59 pm
  9. sajith (unregistered) on August 12th, 2007 @ 12:46 am

    Have you tried xxxx-2198 (xxxx being the first four digits of your telephone number) to raise your issue? This is mentioned on the back of my phone bill.

    I’ve had problems with broadband connection and this way they were quick with followup.


  10. Libran Lover (unregistered) on August 12th, 2007 @ 4:08 am

    I am just curious about why you have not tried calling that number before 5 PM. You said nobody picks it up after 5. So, have you tried calling before 5?

    PS: Sorry to hear about your problems. I know it can be frustrating. Hope it gets resolved soon. The irony is that, I have heard BSNL is the best option in India for ‘broadband’ Internet service. If the best is so worst, wonder how bad the others are…


  11. Anon (unregistered) on August 13th, 2007 @ 10:08 am

    I have always used BSNL and I had the same problem that you did. They never send anyone home to fix the problem. Instead the guy at the 1800 number makes me fix the problem myself by guiding me step by step (on the device webpage). He even gave me the JTO number and they won’t respond by phone and that I had to show up there with my laptop and then they changed the settings for me. I have been without internet for 5-6 days in a row since the past couple of months and now I know how to fix that particular problem without calling them. I am hopelessly stuck if it some other problem..


  12. Mallik (unregistered) on August 13th, 2007 @ 10:24 am

    Hi Rajesh, I am facing same issue as yours and its absolutely frustrating that I am not even able to register the complaint for almost a week now due to same reason you have mentioned. Thanks for putting it on blog.
    _Mallik


  13. Rajesh (unregistered) on August 13th, 2007 @ 10:24 am

    Libran Lover, The problem with this number is that this does not operate from any landline or Mobile,One has to dial from BSNL number to access this one, thus I have to return back to my home to call them which is after office hours.

    Anon, The problem with my Modem is that the link is not operational else I also do the same troubleshooting by restoring the MT882 modem setting backed up on my PC. As you likely said they help your over the phone if your link is working, in my case they have to fix the link itself, thus filed technicians are required to inspect the same from local exchange end…thus have to beg the JTO and his team!!


  14. skp (unregistered) on August 13th, 2007 @ 12:47 pm

    The BSNL Customer Service is a joke.

    This is the only practical joke for which you have to pay for.

    I have problem with my broadband connection for months. Even after visiting BSNL officies, exchanges and calling their help lines many times, it is in the same state.

    They say ‘Government work is God’s work’. They really mean it. God has to come and do this work.


  15. sheila (unregistered) on August 13th, 2007 @ 1:32 pm

    ialso had a lot of trouble with BSNL , in that they would keep me waiting for hours for them to land up, and check my router, and finally after 5 weeks and three routers , and pulling of some SWR( steel wire ropes!!), I got a brand new ,according to them “latest”,router, AND IT WORKED!BUT what a headache, my God! Of course after one wek of trying it out I rang up and thanked all and sundry have to keep all happy, as tomorrow is always there. My neighbour tell me Hathwey does a good job of answering calls and seting problems right.


  16. Rajesh (unregistered) on August 13th, 2007 @ 7:47 pm

    The prayers are heard!!

    My modem link is up and running!!


  17. Pavan (unregistered) on August 14th, 2007 @ 4:24 pm

    Hi,

    I read your article in BM yesterday about BSNL broadband woes. I do agree that they have a pathetic customer service toll free number. I have faced the same problem. But I have a solution for you in case your problem is yet to be resolved.
    You can dial xxxx2198 where xxxx are the first 4 numbers of your telephone number. And then you can follow the instructions on the phone. This helped me also.


  18. rajbuzz (unregistered) on August 14th, 2007 @ 5:13 pm

    I have been planning to take up a broad band connection. Been doing a lot of research and was almost zeroing in on BSNL. This post has made me think hard….very hard.
    Request people to advice as to which is the best ISP !!


  19. Chappar (unregistered) on August 15th, 2007 @ 3:22 pm

    Airtel is no better atleast BSNL service charges are cheap but Airtel is a Cheat.



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