Experiences with BSNL
BSNL’s perfidy is legendary. They have monopolized the services to an extent that they resort to anti-competitive policies. More on that later. Over the past few years, Internet has played a dominating role in the way people access resources or connects to others. It is a whole new way of communication. I remember much of it was made when people talked of getting on the information superhighway. Internet access was controlled by VSNL, which remained the sole service provider way back for a number of years. High access charges remained the order of the day. Being the only service provider meant that it had no intention to improve the access. This underwent a qualitative change when the VSNL was sold off to Tata and BSNL stepped in to provide the services.
Leopards do not change their spots at all. Internet access was taxed heavily and the access charges remained all time high. In fact one of the highest in the world. This was marked by frequent disconnections and abusive “Customer Support Staff”. In fact, these idiots have these fancy names, which do no justice to the purpose with which they are hired for. Early on BSNL found out a way to manage the whole charade and signed up the customers who often were hampered by lack of choice or high cost option of other ISPs. Much of the reason was that their bandwidth was provided for by BSNL who charged them high carriage access fees. This ultimately was passed on to the consumers. Why was it so? I believe it is the scheme of the things that these government officials need to comfort themselves for shoddy services. No one has questioned them on this count at all.
This underwent a rapid change when the telecom sector was opened up for private players. Overnight BSNL’s thrust was to hold on to customers. They introduced a line exclusive for Internet access for about Rs.500/- per month. This was done in the name of the public service. However, a closer analysis revealed that BSNL’s officers were jittery about falling revenues and shift towards the other private payers who needed to woo for their own sustenance. Each of the ISP was provided for with a digital number access starting off with 172XXX and the line for exclusive internet access was restricted to that number only.
My love hate relationship with BSNL started with that connection. It was during my frequent complaints to the Internet section that shed light in the innards of this organization. Repeated complaints had no effect on the same. I had to email to the top heads of BSNL’s headquarters; some of them surprisingly responded. Indeed, barring a few honest do gooders, it is staffed with unfortunate imbeciles who cannot even type in the URL in the address bar. This was perhaps the reason that repeatedly my mails bounced back. Once the complaint landed on the table of the node in charge (insider story), he scampered off to set my connection to the desired level. Such is the power of being heard after complaining.
In my city, VSNL had happily launched their services. However, I could not access through my line for exclusive internet access because it was barred. However, in the initial clause it was clearly mentioned that all numbers starting with 172XXX would be provided for. Complaints to the relevant staff had no effect. Things took an ugly turn when the General Manager was caught in a corruption scandal. Thereafter the policies went out for a toss. It did make headlines in the local newspapers but that was that.
Ultimately, I sent across a mail to the VSNL to try to follow up on their level. However, in the reply fit for an idiot, they repeatedly mentioned that BSNL has blocked the access. This was in fact the same issue that I had highlighted. Subsequent emails went unanswered. Now I hear that by month end the connectivity would be provided for.
VSNL is spending a huge amount of money in staffing those people who do not deserve to be there anyway. I fail to understand how do these people get hired in the first case. That’s a mystery wrapped in an enigma, which has clearly no answers.
The above account is first person one. Repeatedly I have had complaints with the phone line, which only got resolved by knocking the telephones of the higher ups. Why are these people not accessible when they are supposed to be at all times? BSNL has set up a mechanism wherein each lineman has to report back the action taken report at the end of the day for resolution of customer complaints. This invariably gets faulted with no action being taken against the defaulting linemen.
Why this happens is beyond my reasoning.
The biggest fault is in the attitude that reflects the Indian society that does not reward merit and encourages inefficiency. Many a times I have faced enough hassles against those people who do not match up to the work they are expected to do. BSNL is no different. Perhaps the major reason that it is a government organization, which demotivates the staff even more. I cannot name names but in my interaction with the various levels, I have come across brilliant officers who have their hands tied because of the mediocrity around them. In fact, for the broadband launch there have been extremely efficient people working behind the scenes who have toiled day in and day out to launch the services. However, what did them in was the lousy package of prices, which seems to be beyond their control. The end mechanism has to be effected by the junior level staff, which has no clue as to how to go about. This reflects on the entire machinery anyway. I had earlier mentioned that BSNL has indeed set up a world-class infrastructure for broadband access. I have come across real people who have sought to make the best of the available resources and provide a decent service. These examples remain far and few though.
One cannot change the entire system overnight. This is not a log of my frustrations in here. However, an honest appraisal that people who are reading this ought to take initiative and question the same people who are supposed to act and make an effort. Falling customer levels and increased focus on efficiencies only would make these people wake up from their deep slumber. I shall try to rebut their claims with action on the ground. It is this way only that a change can be brought about in the same organization that has been funded by huge amounts of taxpayers money. We seek answers and soon.
Discuss on: Sify Broadband, Tata Indicom, Airtel Broadband, Reliance Broadband, MTNL – BSNL Broadband, Dial Up, Others
This post was submitted by Dr. Abhishek Puri on the Broadband Blog on Techwhack.
It is tough 2 belive that bsnl would be providing world class internet connection , i have a very bitter experience of BSNL’s DIAS connection and I m very sure they are agin going 2 mess everything , infrastructure could be (surprisingly) worldclass but wat bout its staff (I guess i dont have to point out about the class they belong).After all telecom engineer cannot become a IT engineer in a single day. Can they?
send me urs registeration form 2 have expence bsnl broadband
Mr Puri.
I totally agree with you, It is a real mystery how people get hired in these office. They are never available, there is no concept of service and worst is these Babu’s Expect you to come to their office for everything. I wonder what happens to the Higher official’s who are never reply back. Send a help email and it will be a miracle if some moron replies. They dont have any efficient process or system, They go around in circle and they make people go in circle. Sometimes it feels that you are dealing with idiots of highest level.
I had applied for BSNL net, they asked me to come to their office- 30 miles for me. I said I will mail them the form and the check, they didnt know what to answer.
I finally got a private provider, who came to pick up the payment and the form.
Dr.Puri,
Actually I have BSNL DIAS connection and was really worried as I was not able to send mails and thinks in the same way of yours about BSNL schemes,service and abov all customer care and services.
Internet is illegal says BSNL CMD Priti Pal Singh ( Now Retired with Bribe).
So as I am posting this message it is illegal, if somebody is reading this post (including BSNL CMD) that is also illegal. Only legal thing in BSNL is bribe.
Once you serve them bribe packets, everything is fine.
Why TRAI is giving clean cheat to BSNL, Guess?
A reply one step ahead – BSNL bribed TRAI says BSNL DGM.
~ Posted by Avinash Murkute R/0 Nagpur Age 32.
Complainant is ready to be hanged at a place where Shaheed Bhagat Singh was hanged if corruption allegations are found untrue. If found true what will be faith of 25 corrupt officers in BSNL including those in corporate office…
I got the Home 1800 plan on Feb 28th in Bangalore, Indranagar (H.A.L. 2nd Stage) area, and it’s been working fine for me so far (6 weeks of use).
Speeds are fine, reliability is OK, except for the fact that towards the end of my first month the speed went low (128kbps) for 2-3 days then came back up again. And today morning (Apr 8th) at 6am the connection went down, still not working as of 6pm). I can “traceroute” upto the gateway and a few IPs (218.250.x.x) in India but it seems to drop at what used to be the 4.x.x.x IP (yes 4) which seems to be the link in Gujarat that goes to US? (God I hope its not a satellite link, probably is, since the lag is so high)
I am satisfied with my connection, no complaints since I mainly do downloading only I dont play online games or video/voice chat which might be choppy due to the lag…
My only concern is what will I do after the unlimited period gets over, I’m thinking of switching to the 10gb / 1mbps Home 3300 plan but thats expensive and the 10gb cap is too low… on my current 512k plan I’ve done about 15-20gb in one month… others have done over 30gb I hear!
BSNL should make the limits REASONABLE no need to make it unlimited else the greedy leechers will ruin it for all… with a 1 mbps link you can hog about 200 gb and above in one month…
So the limit for the basic 256k plan should be 5gb and most “home” users (non-techies) wont cross 1-2 gb, the 512k plan should be 15-20gb as an intermediate plan…
The 1 mbps should be the premium plan for hardcore techies and the limit should be at least 30gb preferably 50gb…
I estimate my usage will be about 15 to 25 gb downloads per month so if BSNL makes the 1 mbps limit as 30gb I will seriously consider signing up FOR LIFE with them… even give them my first-born HAHA…
You should take the example of what Google did with GMail… Hotmail and Yahoo gave just 2-6 mb quotas then Google came on the scene with a bang with 1000MB quota, now both Hotmail and Yahoo have boosted their quotas but GMail have endeared themselves, they are heroes in my mind and even if Yahoo gave 10 times the service of GMail I will not go to them..
So I just hope some Indian Telco/ISP decides to “innovate” and shocks the market with a blockbuster service plan (say 1mbps/50gb for rs. 1500 per month) which will make them HEROES in the minds of every Indian subscriber, just think of the customer loyalty and brand recognition and good-will they can earn this way…
Vishal Rao Says:
April 8th, 2005 at 06:19 pm
So I just hope some Indian Telco/ISP decides to “innovate” and shocks the market with a blockbuster service plan (say 1mbps/50gb for rs. 1500 per month) which will make them HEROES in the minds of every Indian subscriber, just think of the customer loyalty and brand recognition and good-will they can earn this way…
—
i entirely agree,,,this would be excellent.
I have used dial-up of BSNL then shifted to DIAS and now to DATAONE.
Luckily at our place (ooty) we have some officers who are interested in providing service. One senior officer from Ooty took the initiative to bring with him two tech people to one customer site to ensure that the DIAS connection works. He spent more than 5 hours at the site. Finally got it working and left.
When we call 1957 for support we do get prompt service.
I am not a pro-BSNL person. I use Airtel Broadband at Coimbatore since I heard that BSNL is not that good.
Above all you can call up the officers incharge at BSNL and give your feed back and they accept it positively.
Though dias was promised at 128 K we never crossed 80
With data one yes download speeds we touch 240-246
As everybody feels BSNL should either increase the 1 GB cap or get rid of bandwidth cap.
I am using in my Cyber Cafe BSNL Connection since last 4-5 yrs initially I was having dial up connection then I have switched to DIAS connection after than when BSNL announced the DATAONE I immediately swithced over to BUSINESS 5000 PLAN WITH 20 GB my bills shoots up with that they never adviced to check the usage I thought 20 GB will be sufficinet according to my calulation. But it did not happend. Last 3 months bill came and which is around 70000/- no doubt i got good speed by I donot think I have earned that much that I have to BSNL. Now I have shifted to 2 mbps of 40 gb and I am controling every time by seeing their portal but still I donot know whether the calculation of data usage by their portal is correct or not. I am confused and I donot know how I will pay the huge amount. WHY THEY ARE DOING BUSINESS LIKE THIS IS THIS JUSTIFIED.
I would like to share my worst experience with BSNL DataOne.I got my connection two weeks back(HSR 7th Sector).For first two days every things was fine,after that to tilldate my broadband connection is still not working,along with that i am having horrible experience with Customer Support team,every time they give some engineers number and ask me to call them,inturn they do’nt pick their phone.The usual replys are Server down,line got cut,i wonder if my telephone is working where would the line get cut.
Source : http://riyaz.bitinc.co.in/archives/2006/04/a-hell-of-reasons-why-dataone-sucks/
So Here’s a compilation of several reasons why BSNL DataOne Sucks!
DataCaps/Speed/Pricing
1. DataOne is capped.
2. DataOne offer Happy Hours but on wierd timings.
3. BSNL has a 64k Upload line. We are forced to be leechers. I got banned 4 times in 2 private torrent site.
4. BSNL is not that cheap as you guys think. Airtel has the same plan as our 256kbps. They have 5gb transfer limit and happy hours from 9-8.
5. BSNL won’t ever change any existing plans. Dataone was launched 15 months back and still we have same old plan. Maybe at Jan, 2005 the plans looked attractive but no longer.
6. They (customer care personnels and exchange engineers) first say that July, 2005 was also in the fully unlimited period (Jan-June 2005). Later after 3 months we got emails from them. We had to pay the amount in the “special supplementary” bill.
7. 1 GB transfer limit sucks. 1 GB won’t even last 9 hours if I have a unlimited connection. Who are they trying to fool? 256kbps and 400mb for 250rs? If a person has limited usage, why would he want to have a 400gb capped line and pay 2rs (or 1.4rs) for every mb?
Billing
8. DataOne billing is not transparent
9. DataOne often send you overbills
10. You contact your local telephone exchange for any billing complaints, they ask you to contact DE of your SSA
11. You contact your SSA DE for billing complaints, he simply says that all billing are done from pune, so give me a complaint and wait. And they does nothing
Helpdesk/Customer Support
12. BSNL people knows nothing about DataOne
13. DataOne has got a Toll-Free number where no one picks up the phone
15. Dataone does not a a proper complaint cell/contact person/helpdesk in action.
16. BSNL has a “customer care” toll free number where it’s fully automatic. I have never heard a human voice, 99% the answering machine will keep you company.
OS/Browser/Website
17. BSNL do not support no other OS than MS Windows.
18. BSNL provides modem which contains Linux drivers for Linux OS that existed 2 years back.
19. BSNL provides you with 100 pages os usage statistics every month, still leaving you ignorant about your usage
20. BSNL think all it’s customers are M.COM graduates
21. DataOne usage page doesn’t support worlds second largest used Web Browser, Firefox
22. BSNL site needs chinese language pack to make it work without errors.
Technical Problems
23. DataOne depends on your telephone, If telephone is faulty, dataone is too
24. Once dataone is down, dont expect it to get repaired before a week
25. Dataone has several complaints with telephone usages, like in someplaces it just disconnects whenever an incoming/outgoing call is attended
26. In some places it denies working of plus features of telephone like call waiting, CLIP etc
27. You need to have strange thing done to have BSNL connected. 27th and 28th points highlight that. Sometimes you need to switch on the router first and then your PC else you’ll get a BSOD!
28. I can’t connect to internet if I don’t have a media player playing some songs. My Dataone loves listening to music.
29. I can’t open Bitme.org.
Security
30. Dataone allows anyone to access critical private data like usage statistics using a simple VB tool (like shaplus software)
31. Dataone forces usage of proxy
32. Using Dataone dynamic IP, many sites may ban/block you
33. Dataone allows spammers to reside in their network
34. Dataone allows spywares in their network
35. Dataone does not offer security for user accounts
36. Dataone does not binds userids with their curresponding telephone Nos, so that anyone with an account can use any other account in any telephone
37. When we get a new account, if we know the userID, anyone can to know the password as well.
Health
38. BSNL internet connection, indirectly affects you mentally. You get sleeping disorders, loose appetite (!), mental stress, insulted and banned at various private torrent sites, pressure to browse within 1gb, fear of over billing at the end of the month,etc..
Point No. 22
Firefox works now, I believe.
I haven’t checked my usage till date.
Further, all that has been mentioned is 100% true.
The speed and everything about Braodband was incomparable. I am using `was’. I was sold Broadband by a bunch of Govt. people in the typical Govt way. They were not tranied to sell it and they did the job the best that they could. I asked them 100 times if there were catches/other rules for someone who used internet for 5-7 hours in day and they insisited the bill will come to 250/ a month but the bill finally came for 1260/-!!! Then I had to deal with a differenct bunch of poeple who explained why the bill was high and that they wre not responsible for giving me wrong info. I was obviously very upset and went back to my 499 plan. You may have the best technologies but not necessarily best people to sell it. The juinior level is too rude and un co operative.
i got BSNL connection for my home and a JE from the dept installed the programming and except for few days i had no connectivity and their junior staff is all ill equipped to provide you necessary help on line to improve connectivity.The BSNL company and the server is best but not the people who manage it.I wish it to be privatised to become more efficient and useful.Since last more than 3 months i have hardly got 10 hrs connectivity but the bill is regularly sent for Rs.250 every month.Can any one send in a help tip how to deal with Stubborn staff and manager of BSNL who are unfit for their jobs. Let us all file a case in consumer courts is my suggestions if any one lese has any better ideaa please tell me.
opinder
Hi There
Guys Please Help Me I am Very Confused I am Running Cyber-Cafe In My Town Now I Haveing Reliance R-Connect It’s Bit Slow Now These Days I Have 4 Pc’s and I Pay For Unlimited 1500/Rs Including all I Paid 1950/Rs Per Month.Now It’s Very Slow Down In Evening after 7:00 So Just Introduced BSNL BraodBand Here In My Town So I Think It’s Costly which plan i can take for Business Purpose I Don’t Have Too Much Costmers I Earn Monthly 3000/RS In Four Computer all Bill Payed I Get 3000/rs. So Which Plan Shot Me BSNL Broadband tell me anyone
thanx
for while connecting the username mis asking and i forget that username how to contact now
I leaves with city(bhubaneswar) out station(kausalyaganga exchange).on january 2006, i applied for bsnl dataone broad band connection.The duty officer told that they connected dataone within 7-days.but in case of 7 days, tey did not connected within 9-month.When i applied for dataone, after 7-days ,i had gone to the office at least 115 times & requestqd the corresponding 26-28 officers,exchange office ,bsnl state head quqter (bhubaneswar),jto,ddjm.rural sub branch,broadband officer,Because i am 2nd user of dataone of my exchange even ther are manually users.The services of bsnl is very worst & painful.Even if they connected broadband, the line is too week,i can not stay continiously over than 4 minutes on broadband even on night also.In 24-days a day ,i can’t connected for at least 25 minutes.Many times many of the signal of modem not blinking properly.reagarding this problem i personnaly gone to the junior engineer office.But still i don’t see there any solution.
well i m happy in fact ecstatic with BSNL its fast i got a conctn within a week and in the past 2 yrs have had not a single problem i surf thru toorrent sites and what not plus the UL plan is amazing and too good to be true
Sir,
By Mistake my username and Password has been erased and I am trying to obtain a new one as I am unable to connect my bordaban connection. We are based at nagpur no: 0712 -2288447 and we tried all the help lines of BSNL but in vain. Kindly help …
Regards
V Mahesh
Sirs,
I have a serious complain against VSNL.
My mails are being hacked. A complain was registered with VSNL and Cyber Crime Cell – Mumbai on 5th August, 2006.
Since our mails of VSNL email addresses were hacked continously, we opened an account with DIRECT – I. Still the mails were hacked. We had requested DIRECT – I to give us the logs – IP addresses which accessed our email accounts unauthorisedly. They gave us the IP addresses which belong to VSNL IPS. VSNL was approached by Cyber Crime officers to give the contact details of those IP addresses. VSNL sent a reply stating that the concerned logs are not available. This message was given to us by Cyber Crime verbally. We insisted that we should get a written reply but they claimed that this, being, a confidential matter, they were unable to give in writing. We approached VSNL. They asked us to approach Cyber Crime.
Our business is seriously affected due to hacking. In fact, we have spent appx.Rs.40 Lacs on exhibitions abroad. I have visited various countries in my appx. 100 foreign marketing visits and the fruits are taken by the hacker whi delets all the important mails and leaves only spam mails in my webmail account.
I request you to help me out lodge the complain with appropriate authorities.
Thanks for your help / Regards,
Raju Desai
Verst Connection
how can i acess internet via my mobile in BSNL
I have a Broadband Connection on my tel. no. 0712 – 2700004
For this connection i m paying Rs. 700/- Per Month as a Rent; but til today i have not got the ADSL Connectivity Regularly.
Whenever I asked to the Line man he just answers that since the distance between the Exchange & the Telephone connection is too long and hence there is a conectivity Problem .
Sir, with this letter i would just like to know that why the Officers speak about the High Figh speed of broadband.
Due to this problem i am unable to check my mail & i am forced to use the broadband of another Company .
Since the Minimum Monthly Rent is Rs.700/- per month & after that i have to pay the additional rent for near about Rs. 500/- to Rs. 1000/- for another broadband connection .
With this letter i just want to file a case against BSNL that if they cannot provide the proper Connectivty then what is the use of paying monthly Rent to them
I request you to help me to file a case against BSNL
Rajesh PAtel
I just could not send mails by either Gmail or yahoo using my BSNL broadband. Yahoo adviced me to delete all the cookies and old files. Still nothing happens. Any advice or expereince is solicited so that I can solve the problem
replying to the note “Telecom engineer cannot become IT engineer” I think you should realize the base OS from where all operating systems come are from LINUX/UNIX
the Telecom guys built this, while we were still back in school, so dont ever say that. Those guys have worked more on the hardcore stuff than we have.
Hi,
I am Sanchita Bagchi, I adopted the bsnl broadband connection with the starter plan of Rs. 250/-. I very much like music. I wnat to download them through verious website. But I have a limit of 1Gb, so I cannot download the songs properly. Every month I have to pay a high amount of Broadband bill.
So I request any big hearted person that if u adopt the unlimited plan from bsnl can you provide me the user name & password, I know that BSNL will not charge you for downloading & I also download my favourite songs. please send it to my email thesanchita@rediffmail.com for privacy. I swear I dont give it to others & use it only for my personal use.
I cannot adopt the plan for my financial condition. I adopt the starter plan in my own money. Please help me.
My email is thesanchita@rediffmail.com.
hi,
i am a 17 months old subscriber of BSNLs dataone Rs 250 home plan. Except for a couple of times when Dataone bills went upto Rs. 637/month, I always recceived bill of Rs 250/month as i accessed below the given limits. suprisingly the bills went upto whopping Rs. 23000 for the month of march 2007. I was shocked. on getting into the details of my account i realised that some one had intruded and hacked my telephone line from elsewhere and had downloaded upto 23 GB between 7th March 2007 to 14 March 2007! on complaint, BSNL authorities said that they cannot do anything and i should pay the bills for that which i have not accessed. now I am totally confused and do not know to whom i should complain. can u pls advise me how it all happened and how i can get trid of this ?
thanks
nnarottam
S/o Chanda Verma
hi,
i am a 17 months old subscriber of BSNLs dataone Rs 250 home plan. Except for a couple of times when Dataone bills went upto Rs. 637/month, I always recceived bill of Rs 250/month as i accessed below the given limits. suprisingly the bills went upto whopping Rs. 23000 for the month of march 2007. I was shocked. on getting into the details of my account i realised that some one had intruded and hacked my telephone line from elsewhere and had downloaded upto 23 GB between 7th March 2007 to 14 March 2007! on complaint, BSNL authorities said that they cannot do anything and i should pay the bills for that which i have not accessed. now I am totally confused and do not know to whom i should complain. can u pls advise me how it all happened and how i can get trid of this ?
thanks
nnarottam@rediffmail.com
i believe bsnl officals are bribed by airtel, tata, sify and other broadband services. so that customers can have no more option than to take up other private services. i got telephone and broadband connection within 2days for airtel. it took me 15days to get a telephone connection, 75 days to get the equipments (modem and stuff, i called these guys for 20 continuous days, went to near by exchange) and its been 10 days and i was asked to wait for another 1 week to get the user name and password for internet. all these while am paying money without the service i was promised by the officials. customer service is pathetic (you have to quote your telephone number thrice) resolution is out of question. bsnl has given the customer service to a third party enterprise, they have no clue of any activity on your account. not only bsnl every goverment enterprise is working the same way.
dear sir,
I am a broad band subscriber and i face a lots of trubbel to connect because my ADSL not stand when i want to connect plese do some thing i am west bengal zone,in purulia districts
Tata indicom connections sucks, I simply bought it just because the name “Tata” is appended to the product name. What a dissapointment, I feel cheated and robbed of my hard earned money. I think more than the service, it’s the people behind it who suck, how could they even bring out such a crappy service and actually have the guts to promote it with tall claims. Sickening isn’t it? I wonder if this is the mentality of the people who are running Tata.