Consumer Grievances in Telecom - Root Causes

Dear Friends,

Below is a summary of the key issues in the telecom sector as outlined by you. Please review and provide your inputs on some of the root causes to these issues.

Once we have outlined the Root Causes, we will work to identify specific solutions in a separate post. The whitepaper will be submitted to the associated Government departments and Ministries for action.

I look forward to your inputs.
Rajendra Pratap Gupta

Consumer grievance in Telecom sector – Issues
1. Problem of cross connection in BSNL
2. ‘Line busy’ message during peak hours
3. Clarity of voice not there
4. Too many unwanted calls and sms from the service providers
5. Schemes get activated without customer’s consent
6. Data speed is not uniform everywhere
7. Roaming charges are high
8. Transparency in tariff plans missing
9. E-bills are forced instead of paper bills
10. MTNL’s customer service is very unprofessional and lazy
11. Late payment charges are high
12. Cost of SMSs is increased during the festive season
13. Data plans are not economical and many cases signals are not sufficient while on the move
14. Service Provider's network towers are located in residential areas on top of residential buildings causing radiation hazards to the neighbourhood
15. Customer Care calls are charged instead of being toll free numbers.
16. Customers have to wait longer time to talk to the customer care executives
17. Very difficulty in getting SIM's for achieving compatibility with the latest trending phones
18. Number portability between different service providers takes a long time
19. Problems with the billing
20. Broadband speed is the slowest we have among emerging economies
21. Grievance redressal system is very poor
22. Bills are not sent on time
23. Long wait in getting a new land line connection
24. MTNL phones/landlines might not work for half the month but the bill is charged for the full month more  

View all 34 comments Below 34 comments

On Wed, Sep 3, 2014 at 7:20 PM, Rajendra Pratap Gupta <> wrote:

> more  
as ascertained from the staff of BSNL that no materials were supplied to them to rectify the problems then and there. please ensure with the officials of department then only they could do better services to the consumers more  
Can you please solve my problem with Newyork life insurance? The insurance company took
Rs28000/- and now refusing to return my money. IRDA could not resolve this issue and the
insurance company is looting people like this.Looking forward to your reply

Yours sincerely
Daniel Pani

On Wed, 03 Sep 2014 19:20:33 +0530 Rajendra Pratap Gupta wrote
> more  
Regarding bad signals issues, there are certain technicalities to that and we need to understand them before we blame service provider.It does not mean I am favouring telecom sevice provider but not everywhere. At the end private vendors are much better than government vendors. All the issues reported are 99% govt. functionaries. They need to upgrade themselves. As long as any functioning in hand of private its fast forward as soon as it enters govt. domain it becomes bullock cart. more  
Sir, There is no telecom company is supporting customers related to bad signals, i am fighting with airtel since past 7 years. I am doing business and can't make phone from home because of signal problem. Yesterday i have been approached by company to buy office 365, its very bad to know the company is into telecom but instead of improving there core services they are selling It products and govt. is happy with generating taxes rather forcing them to provide quality services. Same kind of services we get in broadband. Honestly i am surprised to see the quality of serves they are providing in capital of India. more  
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