Chowrangi

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.

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Kashif Aziz

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58 responses to “PTCL Broadband: It commits but never delivers”

  1. abdul rasheed Avatar
    abdul rasheed

    I applied for PTCL Braoad band. They always hate to reply the customer. the reasion why it is delayed inspite of their prommis that it will be instaled in seven days. i m waiting since last two years.

    Reply
  2. Shakir Lakhani Avatar
    Shakir Lakhani

    Telephone linemen were once very powerful. If a lineman said a phone couldn’t be installed in your premises, not even the prime minister could force him to change his opinion. But in recent years, their incomes have gone down drastically. They’ve become very polite, and never demand money unless you want them to do something out of turn.

    Reply
  3. Bassu Avatar
    Bassu

    Bribery, I hate how openly this works here but that’s the only damn way to get around! My lineman has almost the same working area and he has saved my lines a lot of times.
    Do I think he’s a hero – hell, no!!
    Do I think he’s hell out a lineman – yea!!

    Reply
  4. Shakir Lakhani Avatar
    Shakir Lakhani

    After PTCL’s privatization, I stopped paying the linemen who work in my office area. But in my new apartment building, there’s only one lineman for 720 flats, so my son paid him a thousand, but still the bastard doesn’t do what he’s paid to do.

    Reply
  5. Bassu Avatar
    Bassu

    Haha, Shakir!
    You better get your ties strong with the Lineman instead of keeping him on toes!
    😉

    Reply
  6. Shakir Lakhani Avatar
    Shakir Lakhani

    Three weeks back I shifted to Creek Vistas in Phase 8 of DHA. PTCL is the only internet/cable TV provider here. Since the TV connection is also through a telephone line, there’s a hell of a lot of disturbance in the telephone line, so I got another phone connection. The lineman told me they don’t have DSL filters, which is why the telephone can’t be used. You can have only one working TV connection (although there are four bedrooms in the apartment). The first bill I got was for Rs. 30,000 (charges for the modems). Then I was told that there was a mistake, the bill should have been for Rs. 20,000 (which is still much more than what cable TV and DSL service providers charge). It seems that since there is no competition, PTCL has decided to fleece its customers who are its hostages.

    Reply
  7. ajaz Avatar
    ajaz

    i think there is no ptcl bradband user i am using ptcl last 2 years there service is much better then other service provider recently i am using 2mb service and my download speed is 250kb/s to 280kb/s and i am very happy

    Reply
  8. Salim Ladha Avatar
    Salim Ladha

    Believe it or not, I phoned PTCL at 10:00am and on the same day at 15:00 hrs , the technician had set up and I surfing the net and using broadband. download speed of 127kbs on avarage.
    I still cant believe they have improved their service so fast , I have applied for E mail account but still waiting for a reply.

    Reply
  9. pervaiz ahmed Avatar
    pervaiz ahmed

    salaam . Rizwan ashraf
    you have send me a email about your internet installation. and you are using sattelite internet . please send me the detail or its contact no that where you got the sattelite internet . i want to install the sattelite internet with cost of 10,000/= Rs which you mentioned in the email. ptcl BroadBand DSL net is still in worst condition . i am not getting 1MB speed from ptcl net service and they are not improving its service which i am using a difficulties some time net disconnected and not connecting . so please help me . i will wait your email.

    Reply
  10. Nawaz Avatar
    Nawaz

    PTCL support service is slow because a problem can’t be solved quickly because it takes time to translate the problem into chinese and back . So, the chinese who gave the Broad Band Baja are the real culprits otherwise we would live in the lovely world of dial up connections or whatever…

    Reply
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