This is the complaint I registered with the appellate authority of BSNL, Kollam. Dear Sir, COMPLAINT TO THE APPELLATE AUTHORITY My landline number is 0474-2515525. I have lodged several complaints about the faulty service, the first one on 13.12.2013. Nobody cared to resolve it. After 2 months form the first complaint, on 13.02.2014, I was forced to lodge a complaint in the Public Grievances Portal of the GoI with reference number DOTEL/E/2014/04318. The complaint was closed by pgportal.gov.in with the following comments from SDE, Paravur. “Kindly refer to the complaint received from Shri.Arun.R,customer of Paravur 2515525. He has demanded for waiver of BB rent for the month of Dec 2013 due to slow download speed. His grievance of slow down load speed has been verified and reported that he is getting the speed according to his plan. Moreover BB usage during Dec 2013 was more than 11GB. His telephone 2515525 was under fault from 13th Dec 2013 to 16th Dec 2013 due to U/G cable fault. As his BB usage during Dec 2013 was more than 11GB and the phone fault duration was 4 days, the customer is not eligible for rent rebate as demanded by him for the month of Dec 2013. Informed subscriber accordingly SDE, Paravur” As the SDE, Paravur claims, I have not asked to waive whole BB rent for the month of December 2013. I have only asked for rebate for the faulty period. I am happy that he has atleast accepted that the phone was faulty. Now let us see what TRAI guidelines say about Fault Repair / Restoration Time: By next working day: > 90% and within 3 working days: 99% REBATE: (a) Faults Pending for > 3 days and < 7 working days: rebate equivalent to 7 days of minimum monthly charge or equivalent usage allowance. In his reply on the pgportal.gov.in, he has accepted that fault duration was 4 days; 13.12.2013 to 16.12.2013. As such, I should get a REBATE equivalent to 7 days of minimum monthly charge or equivalent usage allowance.
As per my plan ULD 800, I should get a MINIMUM DOWNLOAD speed of 1Mbps upto first 6 GB and 512 KBps above 6 GB. I understand, above 6GB, I should get a minimum download speed of 512 Kbps which is equivalent to 64kBps. I was getting only 25-50kBps download speed throughout from the day 1 of December 2013. The claim of SDE, Paravur that as I have downloaded more than 11 GB, I am not eligible for a waiver is unacceptable. I have availed an UNLIMITED connection. I can download 11GB or 22 GB with it. Download of 11GB does not mean that I downloaded it with the PROMISED speed as per the plan. Otherwise he should be able to prove the speeds also for the 11 GB download. Sir, I am not ready to pay for such a disgusting service. Even during this month, one day it will work, next 2 days it wont. I am fed up by complaining again and again. Kindly treat this as my TERMINATION request. I cannot afford such a dumb service. Please note that my services are suspended from 18.02.2014 due to non payment of bills. I will settle the dues, if any depending upon the waiver passed by you. If you also cannot help me in resolving this issue, I will be forced to lodge a complaint in a consumer court. You may get more details of my complaint in the trailing mails. You may reach me at 9633307700 as I wont be available at home during day time. Yours faithfully Arun R They are not responding, and barred the service by mid february. Today bill has come on my email. they have charged FULL for the month of February also, whereas they have not given service at all.
Complainant Information
name- arun