Time for tougher Consumer protection Laws... India's 2nd war of Independence continues

Shri. Devdatta Rivonkar
House No: 943, St. Agostinho Wado
Santa Cruz, Goa. 403 005

Mr. Anupam Shrivastava
Chairman & MD
Bharat Sanchar Nigam Limited
Bharat Sanchar Bhavan
Harish Chandra Mathur Lane
Janpath, New Delhi - 110 001

Subject: Hardship faced as a result of failure to provide with Broadband connection on our BSNL landline No: xxxxxxx

Dear Mr. Anupam,

We had applied for activation of Broadband Services on our landline No: xxxxxxx, vide application dated: 30th July 2015. However, till date the services are not activated.

I would like to draw your attention to The Citizen Charter of BSNL, which lists the admissible bench marks for broadband service. According to the aforesaid Charter, Service Provisioning or Activation Time for Broadband services in no case can exceed 15 days.

After repeated follow-ups with the Merces Exchange @ 0832-xxxxxxx, we were informed on 8th August 2015, that the Broadband Services have been activated and the 'Account Credentials' were finally shared with us. However, when we tried to access the internet using our modem, the connection did not show response from the ADSL server. When we informed the same to the Merces Exchange, we were informed that its a modem issue and has nothing to do with the Exchange settings. We then tried with two different modems and experienced the exact same error. We tried our modem with another BSNL connection and it was working fine.

We then called the Broadband helpline at 1500 and the customer service person reset our account and asked us to try the next day.

However, we were experiencing the same error. We then spoke to Mr. Ashoka from the Panaji BSNL Office, who told us that there is an issue with the port setting and asked us to request the Merces Exchange to change the Broadband port.

On approaching the Merces Exchange personally on 31st August, they kept telling us that its an issue with the modem. We had carried with us a couple of modems which are currently being used by our relatives to avail broadband services on their respective landlines. We spent the better part of the day at the Merces Exchanges convincing the technicians that its not a modem issue. Finally when they tried with their own modem and got the very same error, they were convinced that its an issue with the port settings. They told us that the port settings will be changed on 1st September. On calling the exchange, every time we are told that as soon as the port setting have been changed, they will inform us. Till date the port setting have not been changed and our broadband connection is waiting to see the light of the day.

Hence I am forced to write to you to highlight the plight of the Aam Aadmi using BSNL service. Sir, why can't BSNL hire intelligent people who understand the telecom domain. How can we make our PM's dream of bringing good days (Aache Din) a reality, when we have inefficient people who are a drain on our system.

Sir, I request you to use your good office to bring a closure to such issues faced by BSNL customers. Else the day will soon dawn when the government may have to thing about BSNL's closure.

I would like to mention here that when I was working at the Engineering and Maintenance dept at the Indian Hotels Company's THV property in Sinquerim a few years back, we handled the EPBAX for all the Taj properties in Sinquerim and had to deal with similar issues. But we did it with an intent to resolve the issue at the earliest with due application of mind as befits an Engineer. However, I do not see the same intent with BSNL engineers/technicians that I dealt with.

Sir, I have marked a copy of this email to seniors officers of the Goa Telecom for their appropriate attention and action.

I have also marked a copy of this email to the Secretary of TRAI, since this issue involves violation of TRAI regulations and guidelines including Telecom Consumers Protection and Redressal of Grievances Regulations 2007 (3 of 2007) dated 4th May 2007 and Quality of Service of Broadband Service Regulation, 2006 ( 11 of 2006) dated 6th october 2006. TRAI has been in the forefront in championing the cause of broadband and has published many consultative papers like "Recommendations on Delivering Broadband Quickly: What do we need to do?". BSNL should not make a mockery of the efforts of TRAI on this front, by providing such shabby service.

Sir, as you may be aware that the PM has selected Panaji as one of the 100 cities which will be transformed into Smart Cities. How can we accomplish this without having SMART PEOPLE onboard? We need people who have the passion and zeal to work and who like the work they are doing. Not people who think its a mundane work or people who think they in turn are doing the customers a favor instead.

Also, we request you that since there has been a deficiency of service on the part of BSNL and we have not been able to use the Broadband services till date, we should not be charged for the same. Kindly refer to Rental Rebate section in The Standards of Quality of Service of Basic Telephone Service (Wireline) and Cellular Mobile Telephone Service Regulations 2009 (7 of 2009) dated 20.3.09., which provides details of Rental Rebate in case of deficient services.

Sir, please understand that we as consumers have lot of choices. And we as consumers also have a lot of power. I request you to kindly sort out this issue at the earliest, so that it does not snowball into a bigger issue.

Thanking you.

Yours sincerely,
Devdatta Rivonkar

Copy TO:
1) G.R.Ravi, General Manager - GOA SSA
GM Ofice, Bharat Sanchar Nigam Limited
BSNL Tower, Patto, Panaji, Goa. 403001

2) Mansoor A.Shaikh, SDE (Broadband-I),
DIVISIONAL ENGINEER(INTERNAL), Telephone Exchange Building,
Altinho, Panaji, Goa. 403 005

3) Mrs. Neeta Chaurasia, SDE (Broadband-II),
DIVISIONAL ENGINEER(INTERNAL), Telephone Exchange Building,
Altinho, Panaji, Goa. 403 005

4) Shri. Sudhir Gupta, Secretary, Telecom Regulatory Authority of India,
Mahanagar Doorsanchar Bhawan (next to Zakir Hussain College),
Jawaharlal Nehru Marg (Old Minto Road), New Delhi - 110 002

Disclaimer: We reserve the right to share the contents of this email with any government or private agency and social media platforms not limited to Department of Consumer Affairs through their Jago Grahak Jago online initiative and others. more  

View all 42 comments Below 42 comments
BSNL has lost the business due to lethargic attitude of their employee as they get salary whether work or not as I feel. I stopped using my land line due to frequent failure in connectivity. I feel Mr. Modi must revamp the entire staff and do some thing to remove the dirt of years and years old in lieu of trouble free services of BSNL. more  
Now the service of Broadband is worthless. Is it for the private service providers? Nothing to say more. more  
It is suggested that BSNL, MTNL, Railways and other government undertakings are reconstituted as independent companies, with private participation and management to operate competitively and work profitably, instead of Govt. support for their existence. This may make the entire structures to change. more  
I wish to use govt services. I use BSNL broad band connection at home its OK. Gprs is just not dependable in BSNL. call dropping is 4 out of 10 calls.

In jan 15 I had applied for post paid connection in BSNL Kakinada, AP. I was told thar Micro sim cards are out of stock. Waited for more than a week But no stock ,But got a free advice to take normal sim and cut it . If it is so why two different mocro and normall sizes were available? since there no option as I am addicted to Govt servicas I had taken normal sim and got it cut as advised..
change of attitude is necessary. more  
You are right Ms. B.L. Saluja, - "I don't know to what extent it is correct,but have been given to understand that the management want that the people should switch to private operators,just to oblige the private companies." more  
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