MTNL Triband - Goodbye!

In 2006, I remember being completely excited about my first broadband connection at home. I even wrote a blog post about it, including steps on how to set it up (since getting support from MTNL may well be a pain for a lot of people)!

Well, 3 years later, I couldn't take the bad connection any longer. The speeds were good, but after some random interval of time, the connection would drop. I complained at their 1500 helpline number, but they said there was no problem at their end. Maybe the router was at fault? That was the most convenient excuse since I'd bought the router myself and it was not rented from MTNL. I kinda lived with it coz when I was working, I was spending most of my time in office with a good internet connection. I mostly logged on from home to check email, Orkut and Facebook. But that would change, since I had quit my job and I really needed a good, fast connection.

My first choice was Airtel, but they didn't service my area (Andheri East). Also, when I put in a request for feasibility, I didn't get any replies at all. Every call I made resulted in a request ID and an assurance that they'd perform a feasibility analysis on my building and let me know. I never got a call back. In one instance, when I called back citing my request ID, they said that ID did not exist!! I left my phone number on their site for them to call back. Again, no call. I was sick of it after waiting for over a month and decided to go with Tata Indicom, even after reading bad support reviews. Thankfully, it's been 2 months now and I have no major complaints yet. There was just one glitch for 2 hours one day when their connection went down, and their support, true to their notoriety, gave me lines generated by the computer in front of them.

Me: My connection is not working. I can't even get on to the Tata login page.
Tata: Did you try removing the cable and putting it back again?
Me: Yes. Doesn't work.
Tata: Did you try restarting your machine?
Me: Yes. Doesn't work.
Tata: Ok I'm gonna log a call and give you a call ID (or something to that effect). We will look into the matter and an engineer will come to solve the problem.
Me: What is the exact problem, though? I can ping your local Cisco router but not the DNS server. Is it a problem with the server at your end?
Tata: No mam, everything is alright at our end. Our systems show no problem.
Me: But if i can ping the router and not the DNS server, doesn't it mean that either there is a problem between the router and the server OR at the server and/or beyond?
Tata: Ah...err...umm....Mam I have logged a call. We will look into the matter and an engineer will come to solve the problem.
Me: Yes I get that. Can you give me any more information so that I can assess how long it might take?
Tata: It will be solved within 24 hours maximum mam.
Me: That's a large window. If you could help me with where exactly the glitch is, I would appreciate it.
Tata: We will look into the matter and an engineer will come to solve the problem.
Me (annoyed now): You have already told me that 3 times. Let's make a deal. If you don't know how to find out, tell me you can't. But don't give me the same statement over and over again!
Tata: Sorry mam. We will look into the matter and an engineer will come to solve the problem.
Me: Do you have Level 2 support I can speak to?
Tata: Yes mam, but they'll tell you the same thing mam.
Me: I don't think you can really help me. Thanks. Bye.

After all that shit, the line started working in 2 hours. What I realized was that the guys at the helpdesk were not technically competent (or equipped) to tell me anything at all. Their job was only to find out what the problem is, see if it can be solved by restarts / IP configurations / internet settings, and if not, just logging a complaint. Chandan has a Hathway connection and I've heard him on the phone with them. They are very, very competent technically. Also, the Tata guys categorically told me that they could not help me out with configuring my wireless router to the connection when I was having some issues. They could've saved me 30 minutes. Eventually I had to sort out the glitches myself. Basically, if you are not technically competent, it'd be best not to go with Tata in case you're deciding to wi-fi enable your home.

However, having said all that, the broadband connection of Tata Indicom by itself is really good. Their only thumbs down is their support.

Anyway, so we kept the MTNL connection as a standby, in case we didn't like Tata's service and decided to switch back. After 2 months, when I decided to stick with Tata, I called up MTNL to disconnect the broadband connection. Since my number falls under the Marol Telephone Exchange, I was told I have to go there with an application for discontinuing service. Sheesh! Why can't they take an online or phone request?? The router was mine and so I didn't even have to return anything!

Anyway, so yesterday I went to the Exchange with my dad, as a part of the multiple chores on our to-do for the day. We walked across the security guards at the gate who asked us (very nicely, I must add) what we were there for. We were shown the way to the Customer Care Center. There are two of them, by the way - one says Quick Customer Care and the other one was the regular slow one I guess. Lol. Anyway, the guard there told us to go into the "slow" one. Looks like we didn't have the quick option. Haha. Our government is ridiculous!

Once in, there were counters that said "Enquiry and forms", "Bill pay", "Change in details/services" (all handwritten, by the way), but no broadband. So we went to enquiry.

Dad: We need to disconnect broadband.
Enquiry man: Who does the router belong to?
Me: Router is ours. We didn't get it through MTNL.
Enquiry man: Write an application. Mention that the router is yours. (Pushes a sheet of paper to us). Then go to the 2nd floor and meet Mr. Musale. He will stamp the application. Then come back down here.

Ohhhkay...So we have to do all the dirty work that's supposed to be their's to do. So we write an application, get out of the slow customer care office and ask someone where the entry to the 2nd floor is. We have to walk around the building a bit and reach a reception area.

Reception lady: Gate pass?
Me: We don't have one.
Reception lady: Then go to security at the gate and get one.
Dad: Go all the way to the gate? Why can't you give us one?
Reception lady: I don't have gate passes. You have to get gate passes from the gate.
Dad: Then why don't you give it to us at the beginning only. Who's gonna go back to the gate?
Reception lady: (Looks at me) She will go get it na.
Me: (Laughing) It's okay, dad. I'll go get it.

So I walk to the gate, get a gate pass to meet Mr. Musale and come back around the building. I show reception lady the gate pass and she lets us go in. Up the elevator and we're on the 2nd floor. We enter a room that says "Sub Divisional Engineer - Broadband". There's a lady chatting up with some other people across the room.

Me: Mr Musale?
Broadband Lady: He's not come. I mean, he's come but he's not here at the moment. What do you need?
Me: We need to disconnect broadband. This application needs to be stamped.
Broadband Lady: Whose router is it?
Me: It's ours. We've mentioned in the application.
Broadband Lady: Okay. I'll stamp it. (Stamps and signs) You take this downstairs. They'll give you a work order. You bring the work order up and I'll put the details in the computer and it's done!
Dad: So we have to come back up again?
Broadband Lady: Yes, yes, of course. I can't disconnect unless I have work order details!

As we go back downstairs, I wonder why everything is computerized if there is no automated workflow. I guess it'll take another 20 years. After coming down the elevator, we are asked to submit the gate pass. We say that we've been called back with a work order. Thankfully, we're allowed to keep the gate pass. Back at the customer care office, we realize again that there's no counter for broadband. Back to enquiry counter. The man we spoke to earlier is busy. There's a lady at the other counter.

Dad: Broadband disconnection?
Enquiry Lady: You have an application?
Dad: Yes, stamped.
Enquiry Lady: Go to counter number 1.

Counter number 1 says "Change in details/services". Hmm. There are 2 windows at counter number 1. One of them is already busy with another guy wanting to disconnect his triband connection. He's not having a great time with the man across the counter. We have a friendlier looking lady at the next window.

My Counter Lady: Application? (Sees and starts entering information in the computer) You want to take Plan 250? Ok...economy plan.

Meanwhile, Counter Man sitting in the next window is not very happy with guy wanting to disconnect triband.

Counter Man: Your application does not have the phone number for which the disconnection of broadband is needed!
Guy: Well I gave the application and they stamped it! They didn't mention anything for me to add!
Counter Man: How can they stamp applications with incomplete information?!
Guy: Well, they did. What can I do?
Counter Man: These guys just don't look at what they're signing. (Pushes the paper back to the guy. Guy looks confused.)
My Counter Lady: Arre, just write his number on the application somewhere!
Counter Man: (Taking application back and scribbling on it) Hmm. Where is your last bill?
Guy: I didn't bring it.
Counter Man: (Looking very irritated) We need your last bill! Why didn't you get the last bill?
My Counter Lady: You can get the last bill details on the computer. Just look it up. (I'm really starting to like this chick now)
Counter Man: Arre, so much effort we have to take! We have to open another program to get those details (One of the few moments when I'm amused and flabbergasted at the same time!). Why can't people get their bills?

Phone rings behind My Counter Lady. A man sitting next to it picks it up and starts talking. Then another phone rings beside her. Another man walks up, picks it up and starts talking. When they finish, My Counter Lady is irritated. This conversation is in Hindi coz its just not funny otherwise.

My Counter Lady: Tum log phone pe dheere se baat kyon nahi kar sakte ho? Mereko tum log ka baat sunne ka nahi hai. Zara haath laga ke baat karo na!
Guy next to her: (Smirking) Kya karke baat karu?
My Counter Lady realizes what she said and giggles.
Counter Man: (Singing the Cadbury ad jingle) Khush hai zamaana aaj pehli taarikh hai. Meetha hai khaana aaj pehli taarikh hai.
It's actually the 28th. The atmosphere is all nice and playful!

By this time, Counter Man finds out that the guy wanting internet disconnection has not paid his last bill. He can only disconnect after paying bill.

Guy: But i put in my cheque.
Counter Man: Well it's not cleared.
Guy: So now what do I do about this?
Counter Man: Either pay in cash right now or wait for your cheque to be cleared and come back.

So that's it. The guy has to leave. Meanwhile, My Counter Lady's work is done.

My Counter Lady: Did they ask for a work order upstairs?
Dad: Yes. Do you need my last bill?
My Counter Lady: No. I looked it up on the computer. (She's so sweet, no?)

She gives us the work order and we march back upstairs.

Broadband Lady: Okay. It'll be done right away.
Me: There are 2 copies. Do we need to keep one?
Broadband Lady: No. No. There's no need. If you want, here, I'll write down the work order number for you in case you need to enquire. (Gives us the number)
Dad: Just wanted to tell you that we disconnected after a long period of dissatisfaction.
Broadband Lady: Ohh. You should've complained here before disconnecting. We would have solved it. In fact, we can still do something.
Dad: No, no. Now we have a new connection and we're very happy with it.
Me: We tried complaining a lot, but the helpdesk lines were always busy. It was really hard to get through, let alone complain and get the problem solved.
Broadband Lady: Really? See the phone's not ringing at all right now!

I laugh at that wierd statement and we leave. And finally, we have successfully disconnected the MTNL triband service! I'm glad I have a lot of free time on my hands coz I can only imagine how frustrated I would have been if I was still a working professional with limited time. Go up, come down, go up, come down! It was almost like a treasure hunt! But it was fun and I think everybody working there was generally happy with life (and why not) and it showed in their interaction with us. The government must improve their workflow, though. A multi-window experience is really unnecessary for a customer. I wonder if they'll ever learn.