Please refer to following short codes as I do not want to make this a lengthy review: LLT-Landline Telephone, BBS-Broadband Service, EXO-Telephone Exchange Office, BBO-Broadband Office, HO:Head Office.
Its one lengthy read - but I am sure you would enjoy reading it and at the same time agree and sympathize with me!
I have been using BSNL LLT and BBS since about 3 years now. The experience so far had been kind of khatta-mitta. The BBS is good as long as it works, if it stops - it means start of a long lasting pain!
BTW, the below review is about BSNL BBS in Goa(Donapaul/Taleigao and Merces regions).
I have had terrible experience with them, twice! Both while I shifted my rented apartment. While I have explained how I got the first one sorted in 26 days time, the next is not done, yet for more than 5 months now! With everything in place in India, law, policies, consumer courts, rules etc etc.I am helpless, there is nothing I can do - to get my case solved.
The only reason I am stuck with them is - their plans, they are the cheapest in comparison to any other private players. To an extent their connection and speeds are also reliable -(of course when it works).
My first bad experience with them was during my first house shifting: I made necessary applications at BSNL HO for disconnection and transfer. Accordingly, the phone shifting was initiated and was completed by Day-4. Excellent stuff.however, it wasn’t working!
When I contacted the EXO, they said it’s fixed. LL was indeed working but when I call my LL, it does not work - OMG, they did a wrong connection and connected my LL to a different number.
Day-5: I complained again!
Day-6: Problem is resolved. LL started working.
Day-7: I started chasing for BBS. With my LL started working, I, like a fool, assumed that my BB services will also start automatically since I had opted for a combo package of BB+LL services and mere shifting the TEL, would have no impact on BB.
The EXO helpline number, which one cannot get through 95% of the times and the other 4% times one, gets through, there is nobody to attend it. So one has to be really lucky and patient to tap that 1 attempt at which you get to hear some human being’s voice on the other side.
EXO: With my busy schedule at work place and at personal front I made it a point to call them regularly. Every time I called them up, I had to explain them my problem – how I applied for shifting, the TEL was shifted, then it started working and now my BB has not yet been activated bla bla…In return answered, patiently, all their questions, which place did I have the TEL before shifting? Which EXO? Where is it shifted, which EXO? When was this initiated? Name? number? So much so, that towards the end I was finding it difficult to say my own number for I had said it so many times earlier that the numbers started jumbling up in my mind!
EXO v/s BBO: Initially on my complaint, the EXO kept telling me that BB services will commence by evening and I went home every evening in a hope to see it working, only to find the computer always plainly staring at me and yelling - The DNS server is not responding!
Day-10: After repeated calls, one fine day, the EXO mentioned that the problem has been resolved from their side and the BBO would activate my BB services. They were also kind enough to provide me with the BBO Number.
BBO Number: One fine day, I could get through this # and spoke to a person, explained the problem(imagine telling whole shifting story), he took my # and said he will find out the details and callback. Callback? Did I hear that right? I was prepared mentally, for another day and another calling attempt. But, wait, here comes a pleasant surprise! The guy actually called back…wow! He mentioned to me that they haven’t received any intimation to process any BB related work on my number and that I should be calling the EXO and telling them that the work order is still pending from their side. Oh God, please come down to resolve this!
How do I bring the EXO and the BBO together to resolve this? Guess, God heard me…the BBO guy also added that he has already called the EXO person and explained the case and that they would be resolving this.
Day-15: I resumed follow-up. Finally one day, EXO said the problem is resolved from their side. They asked me to visit the BBO, along with the modem and get the setup done. Why modem? I knew this had nothing to do with it however, I just followed the instructions!
Day-16: BBO: I went in to a room much like a computer lab of a college, which was almost empty with just an elderly lady and a guy. The guy seemed uninterested and having found the lady, motherly, I decided to walk towards her. Well, she was really nice to me; she quickly attended to me, checked something on the computer and said she is not seeing any orders from HO regarding my work.
Day-19: Got BBO order thing sorted visiting the BSNL HO, EXO and BBO few times.
Day-26: This was the day my BB started working at my new place, finally! We came a long way. On a final note(this can help my readers, in case they are not aware), while I was browsing about this BSNL nuisance, I learnt that in case their services are stopped for few days due to issues from their side, one can ask for rebate on the rentals.The website also mentioned that the BSNL should be doing this on its own however they do not do this and expects the customers to give an intimation letter(I would suggest do not wait till the services resume).The rule says that if the services are down for more than 15 days, they should give a complete month rebate.
The second battle which I am yet to win is during my second shifting. The telephone connection has not been established for more than 4 months now. And I am still waiting, first they said this is a new building where they do not have connectivity so I organised with my builder to dig the road and get the cable thing sorted. Now, I do not know where is the problem - however I have no energy left and waiting patiently that one day, they will solve this for me!
198: On a parting note a quick word regarding their Online Complaint and 198 service! All this time, when BB was not working I thought of logging an online complaint through my account. When I browsed to the complaint page, it stopped me with a warning - I cannot log a new complaint as I already have a previously logged complaint against the #. I browsed to’My Complaints’ section and found that one of my very old complaints still showing as unresolved. What the heck!
I would not give up so easily…my brain reminded me of…198.BSNL helpline! Now, as you read below, it may sound a lot like an exaggeration.but no, this is all real. I called 198…For English press 1.For LL complaints press 1.Now comes the funny part, it would not accept my input! God.have mercy! After 3 attempts it said, sorry, you did not enter a valid response(what the*. I did for God’s sake.) Press 9 to speak to a Customer Care Executive, I did. It rang, played an on-hold melody and got disconnected.I am running short of word to express how miserable I felt!(Few of you, who must have tried calling 198 and attempted speaking to their CC Executive, would agree with me).
BSNL - you are one of the worst service providers, I must admit!