NEVER ENDING COMPLAINTS

It has been an year and a half that I posted any thing here. Many things happened in this time period. My father died, I got married and now I am going to be father. But there are many things that remains unchanged. One among them is my complaints about DataOne. The toll free number of customer care is changed to 12678. But even now it is same as earlier always busy. The problem I had with the account department about the change of plan is solved and I am getting regular bills. Now the problem is with my DSL status. The DSL lamp n modem goes flickering and I am getting disconnected. I am making complaints about this to both our local exchange and the customer care. When I say my DSL lamp goes blinking to the customer care people they say that it is not there fault. IT has to be attended by the local exchange people. When I approach them they says the line is clear. Some times they say there is some earthing and they have rectified it. But the DSL lamp will not hold. Some times connection will be loosed in 10 minutes sometimes it will be stable for an hour or so.

At last while I was searching the net I got a document from kerala telecommunication's web site. It describes the common faults that can happen in the broadband connection. According to this document to get a stable connection the overall Signal to Noise Ratio (SNR) margin should be higher than 20db and the Line attinuation should be as low as possible (the maximum value for this parameter is 40db) I am absolutely zero about these details but this document describes it simply. The document also says that if the line attenuation goes beyond 40db and the SNR going below 12db it is time to complain about the line condition to BSNL. When I checked my broadband line condition the SNR margin observed was 4db and the line attenuation was 52db. I am facing the problem usually when there is heavy rain. Up to my home we are having underground cable and I always suspected water entering due to heavy rain. But even in normal condition I am getting 17db SNR and line attenuation value is 50db. I took printouts of these details and went to the local exchange. They informed me that there is some erathing on the line and it will be rectified on the same day. I waited till the evening. No one came. When I contacted exchange it will be attended on the next day. Today one person came and he was able to find no complaint with the line. For the last two days there was no rain I think the problem is solved for the time being. But I am sure that this will repeat when it rains next time.

If you are a DataOne user and facing such problem please go through the above document published by Kerala Telecom Circle. I hope it will help you understand the cause of fault. But to get rectified dependent on you luck.

(DIS)CONNECTING INDIA

I thought every thing was right. I was happy that with the new settings I will be able to enjoy the net without any trouble at least for a week. But all it went upside down. From the very next day there was problem. This when I contacted the customer care I was informed that there was some thing wrong with the way that I used to connect net. I was using this way from November 27^th and during this period many times I explained all these procedure to them. They never said that I was wrong. But I never argued about it. I changed the procedure as directed by them. Then it was easy to get connected. Earlier it took almost 5 to 10 minutes to get connected but now it took only seconds. There was nothing wrong from my side. I followed what the officer who came to configure my connection told me. Again there was hope.

This too lasted hardly for a week. From 04/04/2008 there were problems with the net. This time the “remote computer do not respond” Error #678. I searched for the possible causes for this error. My search “error 678 dataone” gave me many results from various Telecom Circles and blogs. Most of them were pointing towards the malfunctioning of modem or any defect in the circuit that connect my PC and modem or telephone line and modem. But I was sure that there is nothing wrong with my telephone line because I was able to use my old dialup connection. I was little busy on Friday and Saturday. I don’t have enough hours to waist by dialing the always busy 1957. On Sunday evening I got that officer and asked him about this complaint. He told me that their server was down from Friday and it was solved by Sunday afternoon. He was right when reached home the net was ready.

Now today again I am facing the same complaint. The remote computer does not respond Error 678. I hope the BSNL people will make it ready by the end of this week.

Thanks to my old dialup connection. I am using it for about 5 years without any such complaints. There were small complaints and those were solved in few hours. From 27/11/2007 till this date I was not able to use my Dataone continuously for a week without any problem. Is it the way “Connecting India”

FADING EXPECTATIONS

Internet is life line for me. I have number friends whom I met through chat. To be in contact with them it’s a must. Me and my parents also needed it to chat with my brother who is working abroad. The pleasure my parents enjoyed while they talked with my brother and watching him on cam is beyond words. Every week they eagerly waited for Sundays. For the past many years I am using dial-up connection from VSNL. With a dialup connection chat using web cam was not possible. Usually the sound will break. I decided to apply for a Broadband Internet connection. The only Broadband service provider in my area was BSNL and its coast; compared to other service providers were affordable to me. I Applied for BSNL Broadband connection (DataOne) on 03/01/2007. After long waiting I got connection on 27/11/2007.

There was a lot expectation about Broadband Internet. But all it was over when I began to use DataOne. From the beginning there were problems only. At first there was difficulty in getting connected. The officer who connected washed his hand. For DataOne there is a customer care number 1957. All other ISP are having 24Hrs customer care where as the BSNL DataOne customer care works only from 9:30 to 5. The number 1957 will be busy from 9:30. To get connected one will have to dial continuously for at least 30 minutes. I came to know that there are only five officers and they are attending the calls in between there regular duties. So if you hear the ringing it is not necessary that your call will be attended. After few days I was able to solve the connection problem with the help of good officer. To me it was a surprise that there are such officers.

During those days it was not possible to check my usage details. The portal was not updating regularly. Still that site is under construction. But BSNL people had made a temporary arrangement. This arrangement is going on for the past 3 months. This arrangement is a part migration according to the BSNL people.

After a month I understood that the current plan will not sufficient for me. So I applied for a plan change on 19/12/2007. There was no intimation form the department even after a week. So I contacted the BSNL office. I was informed that my application was processed and with effect from 20/12/2007 plan change is in force. But when my bill for DataOne came on February I was again in trouble. There was no plan change and I have to pay for full data transfer. That is there was no unlimited use discount. I again started visiting officers. After few days accounts department agreed their mistake and assured me that my bill will be received after getting free night usage details from technical wing. Till now I don’t know what actions they have taken in this regard. I am waiting for a favourable reply.

Now there is one more problem. From Friday I am getting connected but not able to surf. It’s a dead connection. On Saturday I called about 45 minutes1957 for help. But as usual it was busy. I am not sure when I will be able to solve this problem.

From Friday I was back on my dialup connection from VSNL that I am using for the past five years. Today afternoon I mailed my complaint to the officer about whom I told earlier. By the evening I got a call from him while I was away from home. He told me that there is some DNS error and asked me to contact him when I reach home. About nine I reached home and as per his instruction I changed the settings. Now I am getting connection. I don’t know how far it will go. But I am thankful that gentleman who responded to my E-Mail even on a holiday. I think I can continue with my DataOne connections as long as there are such personalities. To me he is a ray hope.