The DSL service has been restored temporarily on the condition that I will force my landlord to clear past dues of Rs. 3,008/- on a connection: 021-461-xxx, closed in August 2008. If I am not able to convince / force my landlord for this payment by Monday, my connection will again be suspended.
(Service restored and solution proposed by Abid Ali Khan, Manager Revenue PTCL: 021-4594101; who has suggested that I should go and talk to the collection department on Monday in North Nazimabad).
Is there a permanent solution???
I have searched PTCL website but could not find any document describing the terms that my service can be suspended due to past default of some body else. In fact, I am unable to find any terms for service provisioning by PTCL anywhere.
I have also called few friends in PTCL but they are unaware (and somewhat ashamed on being unable to help me) of any such document or procedure.
I wish I had the contact details of the PTCL policy makers, customer service team, customer care team and on top of everything, the Country Head for PTCL Broadband, who must be getting a hefty amount of paycheck (out of the revenue paid by subscribers like me and the Pakistani tax payer, who still owns the major part of PTCL) and is hiding somewhere.
Where is the Country Head of PTCL Broadband & Multimedia? Can somebody forward this email to him / her? He is the culprit in my case.
Cheers
Shehzad
021-401xxxx
0321-828xxxx
From: Shehzad Aslam Khan [mailto:shehzad@albaasit.com]
Sent: Saturday, April 04, 2009 11:52 AM
To: 'walid.irshaid@ptcl.net.pk'; 'Muhammad Azam Khan/SM MM n BB Khi/PTCL'; 'Receivable Systems/B&CC Support/PTCL'; 'ceo@ptcl.net.pk'; 'coo@ptcl.net.pk'; 'cfo@ptcl.net.pk'; 'cto@ptcl.net.pk'; 'ceo@etisalat.ae'; 'complaint@pta.gov.pk'; 'tariq.mustafa@gmail.com'
Cc: 'Muzaffar Iqbal/Manager Revnue Gulshan Karachi/PTCL'; 'Muhammad Ismail/SM-I Revenue n Collection KHI/PTCL'; 'salman.khan@ptcl.net.pk'; 'ahsan.rabbani@ptcl.net.pk'; 'helpdesk@ptcl.net.pk'; 'Muhammad.Asif@ptcl.net.pk'; 'shahid.mahmood@ptcl.net.pk'; 'tahir.raja@ptcl.net.pk'; 'amir.jahangeer@ptcl.net.pk'; 'kashif.sharif@ptcl.net.pk'; 'kamran.mehmood@ptcl.net.pk'; 'pie.apnic@ptcl.net.pk'; 'letters@dawn.com'; 'amna.tariq@ptcl.net.pk'; 'Nadeem.ahmad@ptcl.net.pk'; 'farah.qamar@ptcl.net.pk'
Subject: REMINDER: DSL Connection - 021-401xxxx
Note to PTCL people who are not relevant but copied on this email.
Your Karachi team is unable to restore my DSL service, so please forward this email to their managers or provide me their contacts.
Dear Mr. Azam Khan
I got a call from a Mr. Abid Ali Khan (021-459-4101), Manager Revenue, KAT II Zone, PTCL, about an hour back, describing a new reason of closure of my DSL connection.
He claims that my DSL connection is closed due to a past default from my Landlord on another PTCL number, with the same address. He told me to contact Mr. Khalid Shehzad (0300-2540593) who is the concerned officer to discuss further as this action is taken by Mr. Khalid Shehzad and is beyond his (Abid Ali) control and under a PTCL policy concerning such defaults.
When I asked Mr. Abid to explain under which policy, PTCL can punish me for the default of my land lord, or that he should send this statement in writing on email or fax; Mr. Abid said, he cannot.
I am calling on the given cell phone number, but no one is picking.
Now please tell me, under which part of the PTCL, PTA or Pakistan Telecom policy, the PTCL can suspend my service or connection on somebody else’s default. I would like to see a copy of such a policy if it exists at all and also need your opinion on this subject, in writing.
Note to PTA
Dear Col. Hassan / PTA Complaints department
Please include this email as a part of my complaint, filed yesterday on the same case.
Dear Tariq
Could you please put this on your blog on Pakistan Telecom industry? I am putting it on mine @yahoo. I am also planning to post to prominent UAE blogs as well to open the eyes of the Etisalat Management in the head office.
Cheers
Shehzad Khan
From: Shehzad Aslam Khan [mailto:shehzad@albaasit.com]
Sent: Friday, April 03, 2009 12:03 PM
To: 'Muhammad Azam Khan/SM MM n BB Khi/PTCL'; 'Receivable Systems/B&CC Support/PTCL'
Cc: 'Muzaffar Iqbal/Manager Revnue Gulshan Karachi/PTCL'; 'Muhammad Ismail/SM-I Revenue n Collection KHI/PTCL'
Subject: FW: DSL Connection - Paid bill copy for 021-401xxxx
Dear Azam Khan / PTCL Broadband / PTCL Revenue Team
I am again attaching the copy of the paid bill with this email once again. Can you check why this connection is again disconnected on Non Payment? This is being done without any reason, within 3 days of restoration.
Please explain
Cheers
Shehzad Khan
From: Shehzad Aslam Khan [mailto:shehzad@albaasit.com]
Sent: Monday, March 30, 2009 6:32 PM
To: 'Muhammad Azam Khan/SM MM n BB Khi/PTCL'
Cc: 'Receivable Systems/B&CC Support/PTCL'
Subject: RE: DSL Connection - Paid bill copy for 021-401xxxx
Here is the copy of the paid bill, already forwarded to billing@ptcl.net.pk on Friday.
Cheers
Shehzad Khan
From: Muhammad Azam Khan/SM MM n BB Khi/PTCL [mailto:Khan.Azam@ptcl.net.pk]
Sent: Monday, March 30, 2009 6:07 PM
To: shehzad@albaasit.com
Cc: Receivable Systems/B&CC Support/PTCL
Subject: FW: DSL Connection - Paid bill copy for 021-401xxxx
Importance: High
Dear Mr. Shahzad,
Thank you drawing our attention towards the problem you are facing, kindly provide us with payment details i.e. Amount, date and place where you have paid the bill, I am sure we will make sure to have the DSL service restored at the earliest,
Regards,
Azam Khan
Senior Manager MM&BB
PTCL,
Ph: 021-5879907-08
From: Shehzad Aslam Khan [mailto:shehzad@albaasit.com]
Sent: Monday, March 30, 2009 5:57 PM
To: Billing/PTCL
Subject: RE: DSL Connection - Paid bill copy for 021-401xxxx
Dear Manager PTCL Value Added Services / DSL services
My DSL connection is disconnected since Friday (March 27) afternoon on the basis of non payment despite payment of the bill on the same morning and submission of the copy of the paid bill to PTCL billing department and concerned PTCL Engineer Mr. Imran on the same day. A complain for the same was also lodged on your automated complaint system on phone no. 1218.
Despite constant reminders, the connection is still not restored and I am being told to contact the billing department at Pak Capital Exchange.
Please tell me why do I have to go from pillar to post to get the petty service like a DSL connection? What is your system doing? What is your team doing and what is the standard time of restoration of service in similar cases?
Who is responsible for this problem and non availability of service? Who is responsible for restoration of services disconnected on non payment? And where is he hiding?
I demand a written explanation.
In addition, please let me know where can a DSL customer contact in these situations, there is no information on your website, broadband portal, 1218 support team is blank on this suggest. Kindly setup some standard SOPs, educate your 1218 call center team on those and provide information about the same on your website or send direct information to your DSL customer, otherwise you do not deserve or qualify to provide services at such a large scale.
regards
Shehzad Khan
From: Shehzad Aslam Khan [mailto:shehzad@albaasit.com]
Sent: Friday, March 27, 2009 7:47 PM
To: 'billing@ptcl.net.pk'; 'billing@ptcl.com.pk'
Subject: Paid bill copy for 021-401xxxx
pls find the copy of paid bill for 021-401xxxx and activate the DSL connection .
Cheers
Shehzad Khan
Mr. Shehzad Khan, you are really gr8 person who published this material.
ReplyDeletei also uploaded a post in my blog:
http://www.beyondweblogs.com/post/PTCL-Helpline-the-worst-helpline-where-if-you-got-stucke280a6.aspx
Iwas dsl coustomer Ilounch DSL counection Passed one mounth Trere are no speed Properly I was lounch complant Time ti time Against this Issu but no result found This is not to much please help and remove Failt tHANKS
ReplyDeleteI have been in EXACTLY the same situation. I have been overcharged for months for a service that never works. In my experience I found PTA is the backbone supporting ptcl hence they never practice or follow standards of service delivery. After months of contacting PTA and PTCL top management, I have either a choice of let go all the money I wasted in getting this connection and move on or just suffer internet disconnection 4-7 times an hour!
ReplyDeleteThat is really nice to hear. thank you for the update and good luck. PTCL speed test
ReplyDelete