PTCL DSL: Broadband Billing Blunders

PTCL sucks! Everybody knows this but we are still lusted and tempted by their marketing hype and sales gimmicks. While PTCL management has re-branded the exterior with new slogans, designer furnishings and cool advertisements, it is still the old cobweb-dangling bureaucratic dinosaur.

I had the misfortune of applying for PTCL DSL (aka Broadband) in June 2007. As noted earlier, it took them a month to activate the connection. At that time I thought better late than never and maybe PTCL is going to deliver this time. However, the honeymoon period ended in few days and I have started having issues with the connection, ranging from frequent disconnections to poor quality of service.

Frustrated with the service and making several attempts to get it resolved, I decided to call it a day in last week of October 2007. I requested for a disconnection and got confirmation from their IVR that the account is terminated (details here).

To my surprise, next month’s bill still got DSL charges into it. I went to my exchange and asked them to sort this out. After spending good time with the Accounts, DSL and Customer Support departments and winding up and down hundreds of stairs, they determined that DSL account is really terminated and eventually the bill was adjusted accordingly.

PTCL Billing Blunder

Three months passed and I almost forgot about PTCL DSL blues. However, my joy was short-termed as PTCL still had me in its books. I got shock of the month when I received latest phone bill, because PTCL has thumped hefty amount as DSL charges. So, started another journey to the exchange and following happened afterwards:

1. According to DSL Support person at my exchange, while my DSL connection is terminated, billing is not stopped and I have to personally visit Broadband Head Office at Clifton to sort this out. On my inquiry as to why I was billed after 3 months, he said there was some fault in the system and many DSL consumers have not received DSL charges in past two months.

2. According to DSL Control Room person at PTCL Broadband Head Office, Clifton, I have not returned my modem, that’s why I am getting billed. I asked him that if I have not returned the modem, why my account is terminated as per PTCL policy they do not close account unless they get their things back (Modem, Splitter etc). Also, why I am billed after two months? He had no answers for that. Eventually he decided to remove DSL charges, made comments on the bill and asked me to go to Accounts Department.

3. The Accounts Department guy issued me a letter from ‘Senior Manager Broadband’ which stated that they had considered my case in a meeting of Regional Vigilance Committee meeting and decided to issue a waiver. This is big lie as clearly there was no such meeting and letter was printed off the cuff.

4. The letter also stated that the service was not closed earlier due to ‘stuck in BNCC‘. I fail to comprehend why the guys at Clifton are unable to close the account when it was clearly terminated in October, as confirmed by DSL people in my exchange.

5. The letter was given to me and I was told to take it to SRO and get my bill adjusted, which I did. Coming back to my elements, I checked the letter closely and it was dawned on me that the letter had incorrect phone number. Due to a typo the last four digits were jumbled up. Fortunately, the SRO was unable to notice it.

PTCL DSL Letter

I have observed that while PTCL Customer Support staff (Front Office) has plush environment, the Back Office staff (Accounts, DSL Support, Customer Support) is working in miserable conditions. They do not have proper cooling, drinking water for customers was not seen any where. The DSL support people were sitting in a small room with cobwebs hanging and wires dangling every where. Their computers were without UPS and restarted twice during my 30-minutes stay.

Note: Certain information on the bill and letter is hidden to protect privacy

About Kashif Aziz

Blogger, Internet Consultant, Procrastinator. Follow me at Twitter

47 Responses to PTCL DSL: Broadband Billing Blunders

  1. JAMIL AHMED April 27, 2013 at 3:31 pm #

    I dont agree with the person who blam the services of PLTCL. PTCL services are admirable, All the staff of PTCL is extreemly cooperative and sincere.And have very good behaviour with the clients.Delay in solving problems may occur but it does not mean that services are poor.

  2. JAMIL AHMED April 27, 2013 at 3:26 pm #

    I have one suggesstion for PTCL. Owing to conversion from 6 MB to 8 MB the company will go towards LOSS. Reason: A large number of users are using 6 MB but the local exchanges, where fibre optial not available, could not provide 8 MB speed. Thus the exchange suggests to user for downgradaton to 4 MB.
    Kindly think upon it and request to maintain status-quo. it will beneficial to user as well as to the PTCL.

  3. Umer August 3, 2012 at 11:42 am #

    I intended to use broadband service to which I had to apply for a landline connection as well. The landline connection was provided in May and they handed over the modem for broadband service and told me that they were going to fix it later. To date after many reminders they have not yet fixed the modem nor activated the service.

    However, I am being continuously billed for service which I have never used. You can check from internet log service or by any means about the veracity of my claim.

    Now, I have purchased EVO wireless service. Now I don’t need both the landline service and the broadband service. Therefore, please bill me the landline service charges and stop the service with this date in effect.

    Regards

    Umer Hafeez

  4. hafiz amir munir June 16, 2012 at 10:35 pm #

    silly,poor undiscipline management.policy makers ashammed such working.amir munir gujranwala

  5. muhammad abbas December 22, 2011 at 8:00 am #

    hi ptcl my ptcl with broad band bill did not come please send me the bill

  6. Akran September 7, 2011 at 1:50 am #

    What can I say about PTCL… In short, I am helpless and gave up. It is
    the entire system, the entire network. Not only blunders on the billing dept it is
    actually in every deptt. Can someone please tell me how you define
    ok or fine. Bills are always outrageous and each time have to correct it personally in
    their office. Continous interruption in internet service. I simply grap
    my head and curse my existence here in Islamabad, Pakistan.
    In every part of the world technology is growing so fast but then
    again who can I blame. The whole system is fucked up. Nothing can
    ever be atleast ok or fine in this part of the world. Sorry guys I am
    fed up.

Trackbacks/Pingbacks

  1. PTCL - Broadband or Broad-burden? | Karachi Metblogs - May 29, 2008

    [...] I & many of my friends were almost-attracted to the print and electronic advertisements PTCL was coming up with last year. In fact I made few calls and the deal was almost done when a junior fellow at my previous office Mr. Junaid Khan gave me his long and torturous tale of PTCL’s broad band service. The strange part is, even its hard to get rid of the connection. Since then it has become my routine to hear complains about it. Kashif Aziz narrates his experience at chowrangi of what he went through. [...]

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