India Broadband

just4kix

Hey guys,

For nearly three weeks now, my BSNL connection was not working. Today it started working. So let me share my interactions with BSNL.

4-Sep (3 AM or so): Connection stopped working.

5-Sep: Made a complaint on 1-800-424-1600. Got a compliant number with the usual assurances. These guys at the CC are there to solve modem issues only. In case of error 678, 676, etc. they just forward the complaint to tech dept. The Pune tech dept number is 25459000 and 25459004.

6-Sep: As usual the tech dept numbers are always busy or no one simply picks up. Made another complain to toll free number. Also registered for partial service complaint at 198.

7-Sep: Sunday. No service.

8-Sep: Got a call back from BSNL. I was at office. They again noted down the errors and promised to rectify the same.

9-Sep ~ 13-Sep: Again various complaints but no service. On 12-Sep, a guy promised to look at the line. I think he did because my SNR values shot up but I still could not connect. Constant interaction with toll-free and 198 service.

15-Sep: A lineman from BSNL visited home but could not find any fault.

16-Sep: Made a written complaint in duplicate. Interaction with toll-free and 198 service.

17-Sep: The linesman returned with another technical officer. The tech guy said that modem was faulty. He said as it was under one year, I will get a free replacement. He also said that the splitter was not before the parallel telephones, which was true - but I was not having problems earlier.

18-Sep: The linesman replaced the entire line and he asked my wife to take the modem to the exchange and get a new one. He altered the wiring in home so that splitter separated the voice and data lines properly.

19-Sep: The linesman returned with a new modem. He said that the port has been changed. SNR values and line attenuation improved greatly. The tech guy said that new port has been assigned to me and the connection should start working from the next day.

20-Sep (2:30 pm): Hurray! I am online.

My own thoughts:
1. I knew that the splitter connection was faulty but that was not the cause of my disconnection. At most I should have suffered from frequent breakdowns. Same connection was working earlier.
2. Old modem was not faulty. I got a free replacement modem - UT300-R2U which has new firmware and no wizard.
3. There was fault in the port all along. No idea where this is - probably at the exchange. This was the root cause.
4. It pays to be persistent. But BSNL guys in Pune are not uncooperative.

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whitestar_999

good to know that finally your problem is solved!from my experience if you know some senior BSNL official(like in my case DE of the district)your problem get solved promptly.

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robert_0007

@Just4kix, you are a senior most member of the forum. you have share your experience with us that is very nice, you are from Pune which is an advanced city of India but one thing I would like to share is that I am from a very small town. But in our place the BSNL service is very good. One of my experience is like this.

One day I found that My DSL lamp is not glowing & blinking. Then I checked my phone line and found my phone line is dead at around 4:30 - 5:00 PM (Evening)

I went to the local exchange to make a complain. when I proceed to the complain room I found our SDO is there out side the exchange and seeing me entering the complain room he asked me what happend? I told him my problem.

then he alot a BSNL person and believe me only within half an hour my fault was rectified.

And this type of help we are always getting from our BSNL office.

Admin

Lucky you... If every one starts getting service like you did then a lot of peoples lives will get easier

robert_0007

Believe me admin. we are getting service like this. Another event on thursday is that. I am in 1350UL plus plan. but I am getting my bill including my phone rent. I asked our CC. they can not do anything then I asked our SDO regarding this problem, he give me a telephone number of Accounts officer BSNL . I called the officer he told me that my BB plan has been changed to 1350 plus but my landline plan is not changed. I give my phone receiver to the SDO, he listen to the solution from accounts officer and order another employee to change the said plan immidiately. and that people do it within 15 min in front of me.

So we are lucky

just4kix

For those in Pune, here are some contact numbers (prefix with 020 when calling from cell phones):

Tech. Dept: 25459000 or 25459004
NIB (for Port related issues): 26357000 or 26363330 or 26334480

Shivajinagar (Pune) Exchange, tech team:
Mr. Sujit: 9890571250 (Tech)
Mr. Chakranarayan: 21151469 (Tech)
Alexander: 25535202
Linesman Mr. Sable: 21151321

Bangalore NOC: 080-25808899

Some of the above numbers may be useful to you.

golden_nets

hey if you the numbers of hyderbad please post them too

just4kix

Sorry. Don't know the HYD numbers.

Priyatam

I had a similar experience.

I did not pay my last months bill out of my ignorance. Aug 28th is the last official bill pay date. So on Sep 11th landline outgoing is blocked. And to my nightmare, on Sep 17th, they disconnected my Broadband connection also. So I've decided to pay the bill and I visited CC office and payed the bill on Sep 20th. Those guys told me within 3 hours the connection will be activated. As promised, they activated landline outgoing calls. I happily turned ON the modem and to my luck PPPoE link didn't turn up. So the drama starts here....

I called to CC (to 1500 no.) on Sep 20th 12:00 PM from my landline and registered a complaint. He told that it will be done by EOD. I waited eagerly. After 6 PM I rang up CC again and shouted, this time the guy is soo smart, he said that re-activation will be done after 24hrs of payment. So as time passed, I waited till Sep 21st 6PM. No PPPoE link yet. I called CC again and shouted again. Now this guy is soooper smart and said all the BSNL servers are down and problem will be resolved in time. He said that technicians are not available on Sunday. I swallowed all my bad words and greeted him a big thanks.

Now there is a twist. Sunday is passed and now it is Monday (22nd sep). I called JTO and he said there is some problem with re-activation file. It was not uploaded (I'm not sure what he meant) and promised that the connection will be activated in two hours. In total I called 3 times the same day and he just ignored my calls. Then I called to 12678 and told them the problem ( I had to dial 20 times to get connected to this line), then she told me that we haven't yet got the re-activation request :@:@:@.

I then personally visited CC office around 4 PM on the same day. JTO was not there. DE went out. I lost my hope and returned home. On Tuesday (22nd sep) I met DE and he called up Dataone DE and requested him to activate the connection. At 2 30 PM, the link is up. Oops!

This is just a short-cut story. I nearly called 30 times to CC on those 3 days. And following are the several numbers I contacted excluding CC number. If I had a chance I will post screen shot of call list where it lists the total no. of calls to a specific no.

040 23235331
23233688 --> This is DE office phone no. A call to this no. did the magic.
23234770
23303340
23542424

Moral of the story: Pay bills in time or BSNL will make you run behind them

atulbs

BSNL has many other numbers that you can contact. 1500 is a Toll free number which can be dialed from the BSNL mobiles also. There is another number 12727 which is PG Cell of CGM of every circle. In Kolkatta & Chennai this is 1095. Emails and numbers of all Officers are available on the website. The UP West website has a list of officers related to Broadband District or SSA wise.

The current CMD's secretariat responds to all emails with their action taken, which is usually forwarding to the concerned Circle. The DDG PG's office follows up all complaints including calling to verify if the compliance report received are correct. PG systems are also given on the websites.

If properly followed up on paper/email the PG response of BSNL is amazing although it is a Govt. body. The only problem being that their ITS officers are not BSNL employees but on deputation from DOT. So they have to be chased with many communications and responses usually come when pushed from HQ. I forced them to start Broadband first in the District in NIB II when they refused me saying that media is not available.