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TMCNet:  BSNL subscribers face innumerable network problems [Lucknow] [Times of India]

[November 26, 2012]

BSNL subscribers face innumerable network problems [Lucknow] [Times of India]

(Times of India Via Acquire Media NewsEdge) LUCKNOW: No matter how Bharat Sanchar Nigam Ltd (BSNL) paints a rosy picture of its improved services through fancy advertisements and celebrity endorsements, its subscribers have never been content because of laidback approach in solving customer complaints. While complaints never cease and files keep piling up in the office, putting officials to discomfort is subscribers experiencing network problems, congestion, cross connections and signal failures over last few days in the Uttar Pradesh east circle.



Company officials are silent on the issue defending their stand that they have not received any such complaint from customers of late. The oldest telecom company with largest footprints across the country, it has been trying to survive the intense competition posed by many private players in the sector.

Though the company offers many economical and value for money recharge packs and services, customers always complain the basic requirement of seamless connectivity remains unmet. "The economical call rates, cheaper recharge coupons and promotional offers are of no use until BSNL focuses on improving its network service", said Priya Mishra, a student in an engineering college.

Another troubled customer, Shikha Singh, a housewife, complained, "In the last about four days, I have tried too many times to make an outgoing call. Most of the times, it says network is busy or 'redial after sometime'. I want to dump this connection." An official clarified it may not be a problem at BSNL's end...may be the operator being called is at fault. But he failed to explain why most of the customers are facing similar problems at some point of time. The company has acquired a defensive approach by passing the blame on other companies.

A K Purwar CGMT UP (E), BSNL said, "From November 9, telecom regulator TRAI has laid down new guidelines under which the verification process has come under scrutiny. A new subscriber's SIM would be activated only after his first call is verified at the customer cell. While earlier getting a connection was easy, it has become much tougher now. So, it is possible the new subscribers are facing problems due to the changed guidelines." But, he said he was not aware of any such network congestion reported from existing customers in his jurisdiction area.

A call centre executive working with BSNL highlighted another possibility that if somebody's connection is about to expire in a day and he recharges it unknowingly, the connection would cease to operate on due date while the recharged talk value would also be terminated. Customers are irked with the fact that the company does not take initiatives to inform customers beforehand about any changes, nor does it address any of the complaints. Another harassed customer said, "I had complained so many times about weak signal and network problem but no one listened to me. They give all kind of theories but never try to solve network issues. Despite my repeated complaints, I am still struggling with my BSNL connection." A high official who heads mobile and operations unit said the network problem could be area specific but they have not received bulk complaints from anywhere in the state which could establish their fault. But customers have a different stand and allege that the company is quite evasive about its service glitches.

Reportedly, complaints have also been coming from districts like Gonda, Bahraich, Balrampur etc.

(c) 2012 Bennett, Coleman & Company Limited

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