PTCL Broadband: It commits but never delivers

PTCL Broadband

Frustrated by my existing DSL provider, I decided to switch to PTCL Broadband, DSL service launched by PTCL, as their rates were far better than any competition. On 23rd June I used their online order form to place an order and was really surprised to receive a call very next day. In next few days I received several calls from various departments of PTCL support, updating me of the progress.

It took 14 days for old connection to be terminated from exchange due to a glitch at previous providers’ end. On July 7th I received a call from PTCL support that my connection is activated. I have been given a number to contact Mr. Sohail (in Gulshan-e-Iqbal Exchange) who will deploy an installation team at my place. However every attempt to contact the guy was futile. In the next 4 days he never picked up his land line or cell phone neither responded to messages left at his workplace.

Disappointed, I contacted PTCL Toll Free support where a sweet voice took my complaint and on my query of whether PTCL is privatized or still a government department, I earned a sermon on few black sheep badmouthing everyone etc. My complaint was registered and I was told that it will be acted upon swiftly. However, 3 days passed and nothing happened.

During this time I used feedback form on PTCL web site to submit my complaint but nothing happened on that as well.

I was told by an insider that PTCL is concentrating on promotion only and they have no strategy in place for deployment and troubleshooting.

This experience highlighted the fact yet again that PTCL is really pathetic when it comes to customer support. While they are spending millions on promotion and Corporate Branding, they are not giving a damn for customer satisfaction. To conclude, PTCL Broadband commits but never delivers.


58 thoughts on “PTCL Broadband: It commits but never delivers”

  1. Respected and honorable Sir,
    sir me Thatta City me rehta hu. me ne 3 months pehle DSL 1 mb lagwaya tha jo sirf 15 din challa us k bad me roz complain karta hu magar no response. PTCL Thatta office ka worker Mushtaque Bhatti jis ne mujh se 500 Rs/=

  2. sohail qureshi says:
    attention please all the higher authority or ptcl
    my ptcl number is
    my dsl device name is EchoLife HG510a
    My phone is often dead:
    We regret to inform you that various complaints for above mentioned telephones connection and many time reminders on different ways but there no response from your authority, we are facing huge difficulty to communicate for various matters its effects on our export performance and cause big losses. Please take this matter urgently and solve at your very earliest.
    The subscribers to PTCL`s broadband service (DSL) are unable to browse since 2 months, surf, search, upload and download data. Those who has subscribed to 4MB services get only 30kbpsor-40kbps of downstream speed and 10kbps of upstream speed
    some times status show or some times not show
    .SNR Margin Down/Up(dB) 13.0/10.4
    Attenuation Down/Up(dB) 60.0/37.2
    and this time status is not show
    Software Release V100R001B025SP01 PTCL
    ADSL State Down
    Data Path –
    Operation Mode –
    Max. Bandwidth Down/Up(kbps) 0 / 0
    Bandwidth Down/Up(kbps) 0 / 0
    SNR Margin Down/Up(dB) 0 / 0
    Attenuation Down/Up(dB) 0 / 0
    Power Down/Up(dBm) 0 / 0
    CRC Down/Up 0 / 0
    FEC Down/Up 0 / 0
    HEC Down/Up 0 / 0
    System Up Time 0:38:26
    DSL Up Time 00:00:00
    The DSL service was discontinued several times for days due to technical faults best known to the officials concerned and whenever a customer calls them he is given the ready made reply that there is a fault in the exchange or the service is being upgraded.

    Many customers have sent written and verbal complaints to concerned officials of the company but they did not get any answer.

    The customers of broadband request to the chairman of the company to send a team of experts to smooth out the problems so that they can get solution to their problem
    thanks

    regards:M.S.QURESHI

  3. i have a big problem with my dsl connection, here its disconnected itself after one minute or so, i coudlnt come to know what the hell is? i also replaced the modem and checked the line too which is ok, i also complained about this problem but they told me to rectify this but not yet! same problem of disconnecting the net n takes 2 minutes to agian connect again and again! now im about t o return that modem n close the connection 2!

  4. i have a big problem with my dsl connection, here its disconnected itself after one minute or so, i coudlnt come to know what the hell is? i also replaced the modem and checked the line too which is ok, i also complained about this problem but they told me to rectify this but not yet! same problem of disconnecting the net n takes 2 minutes to agian connect again and again! now im about t o return that modem n close the connection 2!

  5. Ptcl providing 3rd class DSl service,once you got problem then you have to wait min 2/3 weeks,no body there to listen you,whole PTCL managment is non cooperative even DE and Director level people also,my PTCL DSL has problem since last 16 days,i daily registered my complaint as well as i have visited my concern karachi airport exchange and personally 4 time in a week,explianed my problem to DE Mr.Famin Golo as well as Director Arif Kamal but they did not give me positive responce,now i am thinking to return Modam and also disconnect phone line,if they cant rectify customers problem then why i should pay them,it is my suggestion to every one please dont try to get this bullshit service,you will not get any good responce if you get some problem,you have to wait many weeks and as well as you have to visit so many time for your paid service rectification

  6. Toady 03-05-2010 I return back to my DSL Modem to Defence telephone exchange due to improper service.
    I lodge my first complain on 23-04-2010 or 24-04-2010 and than after every day I lodge my complain about the improper work of my DSL,But nobody give me satisfactory reason, Some times they blamed to Modem setting and sometimes due to telephone exchange technical fault,
    Helpline service is very bad for talk to operator/technical staff need an hour, Plaese check the data from my call history of my landline and cell phone 0333 3685566 for confirmation, Every time after a long wait some times 58 minutes and more than an hour I didn’t get any positive result, Today I visit to Defence telephone exchange at about 9 AM but no DSL staff was there, The DSL staff come on duty after 10 AM and after that they told me that they have not received any complain about my DSL from the concern department.
    Sir, What is this joke ? I expense couple of hours from my cell phone and PTCL landline to register my complains but no one if forward my complain to the DSL staff, Today I left my DSL modem after improper answer at telephone exchange,
    Now my modem is lying in the Defence telephone exchange and What may I do ? What is the solution ?
    Please exchange my modem with a proper working modem or disconnect my DSL service if the PTCL staff is not interested to give me DSL facility from our company
    I hope I will get the reply soon

  7. jab sae ptcl dsl ka use shoro kiya hai tab sae pachta raha hoon is sae too acha mera cabel net provider tha kabhi koi problem hoti thi too doo galiyan dae kae bulata or sahi kara liya karta tha magar aab to ptcl walon ke kaan main joon hi nahin rengti hai.

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