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.


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.

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.


    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.

  7. sajid ali August 24, 2011 at 1:03 pm #

    Dear sir , as i applied for DSL 1 mb connection one month before but still the modium is not working they provide just modium and line of DSL but the internet is not available from 20 days iam facing problems, i also complain many time to exchange and they gave me coplain number 77 on the 19th of August but still my complain is not resolved , also went to exchange but no body gave me any response from exchange, please sir solve my problem and improve your weak service and take strict action from the corrupt employes that are not attending their duties and just taking their salleries, its my humble request plzzzzz active my DSL and interner i will be very thankfull to u for this act of kindness , thanx

    my name is sajid ali solangi

  8. Innocent citizen May 23, 2011 at 8:47 am #

    ptcl is the baddest company in pakistan.
    ye chor hain
    inka kaaam sirf fraud karna hiia
    aur logo se dhoky kar k paisy lena hia
    haramzady hain yeh

  9. Ahsan Ikram January 13, 2011 at 12:04 pm #

    i wanted to close my DSL, but they are making bills for more than 4 months. Now i have planned not to pay any bill.
    i shifted to WorldCall, they give me 4mb for only Rs.2000 and my ping in pakistan is maximum 40ms but i get normally get 30ms. i have made few tests, they are better then PTCL and they dont take any useless VAS charges or TAX. and they come on my Door for payments and package change.

  10. SAJWAL December 11, 2010 at 5:37 pm #


  11. naeem July 17, 2010 at 2:13 am #

    mara bill nahi ata

  12. awais mughal September 9, 2009 at 10:27 am #

    kya mujha koi ya bta sakta ha k ptcl k ager bill net sa apna no ka dakhna ho to kysa pata chalt ha plz help me

  13. bz hussain September 4, 2009 at 7:13 am #

    well guys i m using ptcl broadband with smart tv along with 4 mega byte per second speed …. it is the fastest speed in pakistan … none of others are giving speed like this … and irfan ghulam speed and shumail ap ghar kisi achay area me lelete pehle hi jaha kam az kam ptcl to hota

  14. irfan March 14, 2009 at 10:58 pm #


    if your connection is getting low speed then doo following it surely helps,.

    1) apnay ghar ma jo ptcl ka black wire araha hai…us say aur apkay computer tak jo taaar araha hai usko dobara say naya jor lagain….. becoz wire per carbon ajata hai….ya wire loose jor laga howa hota hai….ya telephone ki dabbi k screw dhealy hongay……..

    2) ptcl ka black wire jo ghar ma araha hai… us say computer / telphone tak k wire ko alag kardain….aur direct telephone black wire per laga kar check karain k line main shore tou nahi…..distortion..

    3) appka ghar apkay area k telephone exchange say 2 – 3 km k andar hai…tou appp kay paaas achi speed aeee gi..

    4) ya ptcl k line man ko 100 Rs do aur kahao k meray computer tak sary wire check karooo…. line main shore nahi hona chahiya….

    5) app kay computer tak jo taaar araha hai wo achi qaulity ka hooo……………

    I am saying all this becoz i was previously using MAXCOM…. unkay admi nay oooper sari batooo k maday nazar rakh kar connection lagaya tha…. aur computer tak achi quality ka wire dala

    jab k ptcl k admi aya aur bekar sa connection bana kar gaya tha…..

  15. Ghulam January 30, 2009 at 9:50 pm #


  16. Speed January 12, 2009 at 12:42 pm #

    Hi Shumail,

    You can use LINKdotNET also services Avalible in Karachi.
    fotr Call:111-600-111

    i am also enjoying LINKdotNET (DSL,SMS4NET,Gaming Portal and Hello Community)

    So you can avail all like me. i am using LDN from Last year and never ever faced any critical isue.

  17. shumail January 5, 2009 at 11:30 pm #

    well i live i khi and in my are ptcl broadband is not available is isnt starange..they say tht they will start it soon.after eid…but EID never comes..

  18. Speed January 5, 2009 at 3:14 pm #

    Hey Nasir,
    if you r not satisfied with PTCL (i mean this kind of Hospitality) then why u r waiting further to waste ur time???? same done PTCL with me in December when i wanted to apply for One Month Free Broadband services and smart TV but still no update….
    then i thaught for LINKdotNET and believe me my connection is installed in a week also technically they are very sound.

    for details u can contact:

  19. Nasir Jamal January 5, 2009 at 12:57 pm #

    My PTCL DSL connection stopped working on two days ago. I tried a lot but nothing happened. When I picked up the phone to lodge a complaint, I was shocked to know that my telephone was disconnection due to non payment. This was despite the fact that I had paid the bell well before due date. The last date on the bill is 26th December and I had paid the bill on 19th. For two days I had to remain without internet connection.

    When I went to North Karachi Exchange with a copy of the paid bill, I was surprised to learn that there were many more like me. I was told that the connection would be restore in the evening. I wonder why do they need such a long time for activation even when the fault is their own.

    I agree that PTCL sucks.

  20. Muhammad Ahmed Durani January 2, 2009 at 9:29 pm #

    My DSL connection is not working so i want too set my DSL so plz do some thing i m requesting you .

  21. zeeshan December 18, 2008 at 12:20 am #

    i have applied for dsl vonnection before 1 months but still i didn’t get dsl ptcl phone number is0915702760.
    so what should i do now?

  22. hamzah October 28, 2008 at 12:59 pm #

    with world call droping its quality in service, i decided to get ptcl smart tv as a backup in the event of electricity outage as worldcall no longer guarantees cable services during power outages.. But PTCl SMart tv turned out to be more unreliable than world call.. FRom constant disconnections to shitty customer service..PTCL has truly gone to dogs. i had this ‘garbage’ service installed in mid september and i cant recall even one week where i havent complained to PTCL. My problems started with the installation. they claim that all you have to do is dial 0800.. no and order online and wait for 10 days, but trust me it never happens.. after 15 days nothing happened. i kept chasing the ppl who answer customer service helpline, but they too could not help. each one would come up with a unique reason, the best reason that i got was ” Sir actually the customer has made some changes to the order which is why there is a delay”. I lost my cool and screamed to her that im the fuking customer and i made no fuking changes. On the 20th day i gave up and attacked there office near point parktowers. i stormed in and got hold of the senior management. after throwing names and fighting they managed to promise me that it would be done the next day. oh and the shocking thing they said was that they had never recieved any order !!. Once the damn device was installed i thought i could now relax and enjoy there service, but the real trouble was yet to start. Ptcl smart tv is a great service if it works, but it never works.. from the decoder heating up to picture freezing .. there were always problems. Today as i type this my internet disconnects after every 3 mins.. if my internet stops my smart tv stops!.. i have been chasing them for the past 1 week but nothing has happened.. i plan to attack the office again lol.. Plz do not believe anyone when they say PTCL is great.. STAY AWAY FROM IT… i plan to get worlcall DTV and maxcom dsl.. i hear max has excellent customer service. this is my nightmarish experice that is still not over!. so while those who are not victims of ptcl, plz do remember me in your prayers..

  23. asif September 25, 2008 at 12:05 pm #

    hi Shakir,

    i am using LDN 512k Package , you can also try LDN .i never get any complaint .Helpline no is 111-600-111 and 111-600-222 you can get DSL connection.

    for further details

  24. Shakir Lakhani September 9, 2008 at 10:12 pm #

    I have been using Maxcom for about two years, but now their service has deteriorated. I’ll be grateful is someone will give me the contact phone nos of Linkdotnet.

  25. mohsin September 3, 2008 at 11:19 am #

    hi Raheel,

    it will strange for me that if we are paying to ISP and for this we need to wait for 6 weeks then it’s too much rubbish,PTCL is really a blunder with internet User’s specailly it’s broadband ,internet,V-fone services etc.

    I dont know why they are introducing new and new services without the betterment of current services.

    PTCl Should really think about this.

    i have suggested u to even try LinkdotNet , it’s packages are really economical and even students can use them easily.

  26. mohsin August 25, 2008 at 11:47 am #

    Hi raheel,
    u should not wait for pTCL more as i had a very bad experiance with PTCL specailly for it’s discounted packages .services are really pathatic and no benefot for discount.
    u should go 4 LinkdotNet ,it’s packages really econimical and services are also good.

  27. Raheel August 22, 2008 at 4:30 pm #

    I have a 1 MB PTCL broadband connection here in Islamabad. The connection often stucks and get disconnected. I have applied for student package and have to wait for more than 6 weeks.

    PTCL Sucks

  28. Kashif Aziz August 21, 2008 at 7:00 pm #

    @Sam: DSL connection depends on many factors including quality of your phone line, distance from the exchange and the exchange itself. PTCL / Gerrys / Linkdotnet all are good or worse depending on the above factors. You can also opt for wireless and go for Wateen. Their service is good but support and billing is nothing to write about.

    Keep us updated on your decision and its results.

  29. sam August 21, 2008 at 5:40 pm #

    I want to get a broadband connection of 512 KBps with unlimited download. Which one should i go for PTCL or WORLDCALL? Any other suggestions?

  30. kashif July 30, 2008 at 12:14 pm #

    Hi Aamir,

    you r right at your place but i have also very bad experiance with PTCL and at last i have shifted to LinkditNet ,got 1 MB and happy.

  31. Neha July 3, 2008 at 2:13 pm #

    hi zain,

    u r absolutely right,due to all these problems i shited to LDN.

  32. Cool Guy July 3, 2008 at 2:11 pm #

    HI Zain,

    You r absolutely right, i am with u.thats why i shifted to LDN.

  33. Cool Guy June 24, 2008 at 10:49 am #

    hi aamir,
    i know u r saying very truly but i it’s my right to share my experiance with other one who are just thinking for PTCL also wateen ,they should not go for this.

  34. Cool Guy June 23, 2008 at 3:13 pm #

    Hi Aamir,

    it’s ok and i pray that you will get same services infuture but if u will have experienced in Islamabad then u will come to know that we are very innocent people and suffered from PTCL , no body is here to listen us and at last leave PTCL and choose LinkdotNet it’s really working for me.

    i had very bad experiances with PTCL.

  35. AADIL June 23, 2008 at 3:10 pm #

    Hi Aamir,

    it’s ok and i pray that you will get same services infuture but if u will have experienced in Islamabad then u will come to know that we are very innocent people and suffered from PTCL , no body is here to listen us and at last leave PTCL and choose LinkdotNet it’s really working for me.

    i had very bad experiances with PTCL.

  36. Zain June 19, 2008 at 2:27 pm #

    PTCL really sucks. they are just looting us. Im paying Rs. 1200 per month for dsl but getting damn shit service. my modem is having hanging problem
    but they make wrong only promise to replace it. I would lastly suggest that no one should try it instead they must go for WATEEN and WORLD CALL.

  37. Aamir June 18, 2008 at 4:09 pm #

    I have a very very good experience regarding the quality of broad band speed, there is no issue at all here at Faisalabad.

    Only problems I have to face is that I have to install an additional telphone line because DE said that still we have updated our lines upto24 series & cant installed on 26 series.
    So I have to pay additional 750 Rupees for fresh new tel line of 24 series, in addition to that I have to pay additional line rent every month also so total payment for first month bill was 750+174+1200=2124.

    I also have to wait for 10 days regarding new connection after that I i have to wait again 10 days for my student broadband package. For both issues I have to daily call & visit at Local & central Exchange so many times to meet D.E/Broadband Concerned /Sr.Divisional Manager along with mails to ministry of telecommunication /HEC / VC AIOU….

    On the otherside DSL speed is fine.


  38. Cool Guy June 18, 2008 at 10:49 am #

    Hi Ahmad,

    I have also used PTCL in Abbotabad for it’s V-fone , and i want to share my experience that technicalpeople/Help line what ever they dont know how to set p0roblems and i think dial up problem are now a adays very tiny/minor problem and PTCL did not solve even it’s Dialup problem then how it can handle DSL in small or Large cities , now a days people are very much knowledgable and well informed so they are also not used to call over helpline and they tried to solve problems by their end ,this is a Chor Derwaza for PTCL nothing else.
    really unorganized and non-qualified people at PTCL End for user’s qurey’s.

  39. Ahmed Muaz June 16, 2008 at 10:55 am #

    Probably DSL is better in small cities and for more technical user who knows about details of connection along with factors which are deteriorating the service. Big cities have hundred thousands of telephone lines and a few crew they have. But in small cities majority is unaware if such facilities or they are stuck in roti, kapra and makan so they dont need this. So the rest can get good service like I am having in Sheikhupura.

  40. Razzaq June 14, 2008 at 6:18 pm #

    yes ptcl has bullshit service,,they did not solve ur problem,frequent disconnection prob ,sync/unsync prob. and many more,,,plz dont waste ur time n money by getting ptcl dsl

  41. Cool Guy June 3, 2008 at 11:07 am #

    Hi Kashif ,

    I faced same experiance of PTCL.specially it’s double standard billing system and customer services i mean help line no body is here to listning u.

    PTCL is really pathatic.

  42. DJHassoo June 3, 2008 at 10:07 am #

    Belive me dear PTCL’s DSL service is amazing here in Sialkot its awesome man everyone is happy with DSL service and very nice and friendly support.
    i never heard any complain about DSL service.

  43. Kamran June 1, 2008 at 4:41 pm #

    Help PTCL to survive !

  44. Zafar Ahmed May 30, 2008 at 1:25 pm #

    I have this same issue with PTCL – they suck bit time, as always.

  45. Ayesha May 30, 2008 at 3:58 am #

    my experience with Wateen and Ptcl is here ;d hehe

  46. Raza May 29, 2008 at 9:15 am #

    I sympathize with you my friend. Looks like PTCL has a long way to go before they become as good as they “appear” to have become. Fortunately, for some strange reason beyond comprehension, they have super-king to me whenever I get in touch with them. My DSL was installed 3 days after I submitted my application and it’s been running pretty smooth ever since, a fact I’ve stated several times on the web on many ptcl-bashing blogs. I guess I’ve been lucky on the evidence of what happened to you!


  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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