VSNL was definitely complacent, user unfriendly when they had this monopoly ISP support, often sloppy in attitude.
But with competition starting they woke up & I must confess they have now grown into a lovable ISP support with fast connection, very less failure, no hacking & also the rates though can be reduced further are quite affordable.
This is one govt run organization who could show that if they really want to be appreciated they can & know how to do it.
But with free or marginal charges levied by ISPs abroad I think VSNL still has a long way to go & work out how they can be more popular by reducing rates further & can enter into every household who has a PC so that consumer can get real benifit of computer revolution with maximum use of internet.
Also VSNL must work with private service provider for cheap rates for providing computer/land phone connections so that people can make use of it to talk to their dear ones residing at far away places at nominal cost & thus can avoid costly ISD calls.India with its so much growth in computer knowledge also should get the advantage for its public use of internet to the maximum.