This refers to an earlier thread started by Shahzad Sb on broadband penetration
in Pakistan, accessibility and quality of access. Today, in the press there is a
news item that PTCL have inked an agreement with USF. What will be the outcome
of this 1.16 billion agreement, I don't know but here is my personal account of
unsuccessful attempt to get a broadband connection in Rawalpindi.

Being an Arid University Student, I applied for a Student DSL connection for my
residence dated 4th May, 2009. On my query to the PTCL support department, I was
informed that the case is under process and I will get the Service in next few
days.

59 days have passed and there is no response from PTCL yet.

I wonder why they are taking so much time? or why they just don't care a
customer's application for service. Do they have to install a dedicated
high-tech sophisticated hardware for me or re-invent broadband?

After repeated requests and email exchange, today they informed me for the third
time that they will render the service in next few days.

Below, I am copying the email exchange with PTCL's support department.

Dilemma is that PTCL, like any government department will never respond in
writing :)


-----------------
Dear Ms. Asya Khan,

I am forwarding the below email for your kind consideration. I was informed by
you that the Internet service would be functional at my place in next three days
after my previous email dated 11/06/2009.

No one form PTCL has contacted me after that.

If there is any technical issue with my application then reply me on the same
email address. Just for your information that every time I called PTCL support
they informed me that the order is in process. May I know the exact time frame
to get the Internet Service at my premises?

I will appreciate if you acknowledge the receipt of this email.


Regards,
Hammad Saeed

- Hide quoted text -



---------- Forwarded message ----------
From: Hammad Saeed <hammad.saeed@...>
Date: Thu, Jun 11, 2009 at 9:39 AM
Subject: Delay in installation of PTCL broadband on telephone number 4577822
(Rawalpindi)
To: ccsupport.cclhr@...


Dear Ms. Asya Khan/ Concerned PTCL Support Personnel,

This is with reference to my recent telephone call to PTCL support department
few minutes ago. I applied for broadband student package of 1MB on 4th May, 2009
for the telephone number XXXXXXX. The application ID number is XXXXXXXXXXXXXX.

The university confirmed required information in same week and the request was
forwarded to your validation department. I inquired the support department about
status of my order and they responded that my order can not be tracked in PTCL's
system due to some technical errors.

On Wednesday, 3rd June, 2009, I called again for follow up of the same issue.
The support personnel informed me that still this record requires validation and
the call was forwarded to validation department. After the validation process
they informed that an email has been sent to the relevant telephone exchange and
this connection will be installed before Saturday 6th, June 2009, as it is
already very late.

Yesterday I called again for support and the concerned personnel took my cell
number and said that I will receive the status update in less than next 15
minutes. I am very sorry to say that still their 15 minutes are not over, no one
has contacted me yet.

Today morning I called for the status of broadband connection and received the
same old response form support personnel that my order is not traceable in
PTCL's system due to technical reasons.

I am getting the same response after 38 days and the problem is not resolved
yet.

This attitude and same response by PTCL is quite pathetic and non-professional.
People consider PTCL to be the leading Internet Service Provider in the country
with the largest infrastructure.

Can you please track the order and update me on this issue at your earliest or
simply officially notify me that PTCL is unable to provide me a broadband
connection so that I will be able to get a broadband connection from any other
service provider in a TIMELY and PROFESSIONAL manner.

Regards,
Hammad Saeed


-------------------------


--- In pakistanictpolicy@yahoogroups.com, "Shahzad Ahmad" <shahzad@...> wrote:
>
> Thanks Rehan sab but Wimax is not available everywhere and then I know issues
with that also. A friend of mine tried to use it in Abbottabad and even living
in the main city area, there were issues of signals and resultantly no browsing.
Finally, he had to give up and now kneeling after PTCL to give him a connection.
His plight is another story :))
>
> After my following email, a friend intervened at highest level and now am
hopeful that at least my problem will be solved.
>
> However, the points to ponder still are availability of access nation-wide,
quality of access, pricing and then people friendly pricing and consumer rights
also at some stage :) Am attaching a draft of telecom consumers protection
regulations 2008, which many of us on the forum haven't seen or didn't know...
at least most I have talked to were not aware of it.
>
> Would request the relevant experts on the forum to please do find time and
look at this document. Am sure it is still a draft so probably we may still be
able to intervene for any inadequacies.
>
> best wishes and regards
>
> Shahzad
>
>
> ----- Original Message -----
> From: Rehan Allahwala
> To: pakistanictpolicy@yahoogroups.com ; info@...
> Sent: Monday, June 29, 2009 2:52 PM
> Subject: Re: [pakistanictpolicy] DSL Service - Consumer Rights?? Where is
PTA?
>
>
>
>
>
> Switch to wimax unlimited
>
> On 6/29/09, Shahzad Ahmad <shahzad@...> wrote:
> > Dear Colleagues,
> >
> > Hope all is well there.
> >
> > Just sharing personal account of Internet service availability, quality
and
> > tall claims (?) of the government regarding broadband penetration in
> > Pakistan. The case in question is from relatively more advanced urban area
> > of the country.
> >
> > Am an unfortunate user of Link DSL. Its only because Link 'don't' Net is
the
> > only service provider, where I live. Yes, there is another one called PTCL
> > Broadband but for various reasons I do not wish to use their service.
> >
> > It would happen quite often earlier as well but for the last one and half
> > month, I could get connectivity for hardly few hours. I have been sending
> > complaints after complaints to my DSL service provider about
unavailability
> > of service and how it is just not connecting making my work and social
life
> > miserable. The service provider had been persistent in telling me that
they
> > are working on this and the problem will be resolved in "48" hours. Its
been
> > more than a month and despite my over a dozen complaints, humble requests,
> > exchange of hot words, threats to sue them, shouting, and again humble
> > requests these 48 hours never came to an end. Even this morning, I
couldn't
> > connect as my DSL was just not synching with the network.
> >
> > Just today a while ago, I have received an interesting email from the
> > service provider, the text marked in red is quite interesting (see below).
> > Make me think that if consumers also have any rights? who will make sure
the
> > availability and quality of service? While I am bound to pay for the
> > service, I think service provider also need to provide round the clock
> > connectivity. Am I right?
> >
> > Will PTA ever take a notice and do what they are supposed to do?
> >
> > Seeking your advice on what should I do about it? Should I just go and
> > deposit the money as there is a legal notice in the following message? Or
> > still try to get the service first and then pay? Can we try to let PTA
know
> > about this sorry state of affairs? And above all, will PTA be ever
> > interested to investigate and take corrective measures benefiting the
users?
> >
> > All ears :)
> >
> > best wishes and regards
> >
> > Shahzad
> >
> > ----- Original Message -----
> > From: LDN Billing
> > To: shahzad
> > Sent: Monday, June 29, 2009 6:37 AM
> > Subject: LINK DSL Payment Status
> >
> >
> > Dear Valued Customer,
> >
> > This is to inform the outstanding balance of your LINK DSL account.
> >
> > Customer Code :xxxxxxxxxx
> > Customer Name :Shahzad Ahmad
> > DSL Service Number : xxxxxxxxxxx
> >
> > Financial Information:
> >
> >
> > S.N. Due Date Invoice Amount Remaining Amount
> > 1 22 Jun 2009 1200 1195
> >
> >
> > Total Amount : 1195 PKR
> >
> > You are requested to pay the dues at your earliest or you will face
> > service suspension for 1-2 hours in next five days. Non-payment after next
> > five days will result in permanent service suspension.
> >
> > Kindly avail any of the following payment options from our website
> > www.mylink.net.pk to make your payments in time.
> > 1.. Customer Service Offices (Check locations)
> > 2.. Payment Collection Request (Select Date & Time)
> > 3.. Payment at Bank (Check locations)
> > 4.. Drop Box (Check locations)
> >
> > Legal Notice: According to your contract with LINKdotNET regarding
> > LINK DSL account, kindly note that you are legally bound to make regular
> > payments for the service usage. In case of non-payment of the service
> > charges, LINKdotNET reserves all the rights to terminate or suspend your
> > LINK DSL service and legal action may be taken. LINKdotNET bears no
> > liability, and will not be held accountable, in case of any loss incurred
to
> > the customer due to Internet service unavailability.
> >
> > It may take up to 5 days to recognize your payment depending upon the
> > mode of payment.
> >
> > Kindly ignore this message if you have already made the requested
> > payments.
> >
> > Please do not reply to this email. For any further queries, please
> > feel free to contact at 24 Hrs. helpline 111600111 or info@...
> >
> > Regards,
> >
> > Customer Care Services,
> > LinkdotNet
> > An Orascom Telecom Company
> >
> >
> >
> >
> >
>
> --
> Sent from my mobile device
>
> Rehan AllahWala
> http://www.SuperTec.com - Tomorrow's Technology, Today.
> http://www.didx.net - World's Biggest Number Trading Platform.
>