Lack of Proper Infrastructure:
First of all let’s talk about infrastructure. This is probably the Achilles heel of PTCL. They claim to be offering their services across Pakistan but the fact is that they have obsolete and outdated infrastructure and haven’t tried on improving and refining it with the latest technology advances. Even in major cities like Karachi, Lahore and Islamabad, PTCL services have been downright poor which is a surprise given the amount of customers and revenue they can generate if they give consistent services.

Lack of Investment in Future Technologies:
In wired connectivity PTCL is behind its competitors by still giving DSL broadband via copper cable whereas other competitors like StormFiber, Optix Fiber and Satcomm have already begun successful rollout of Fiber Optics based internet. Whereas other Broadband providers are taking the market by storm and getting a huge chunk of getting a rising number of broadband users onboard, the biggest telecom operator is  biting the dust and literally pays no heed to the need of the consumers and time both.

Then there also comes the issue of scalability I.e the telephone exchanges lack the capacity to handle new connections. Not just that, there are not enough feasibility checks before installing a new connection to ensure that the speeds commited will be delivered.

Trying to Do Too Much at One Time:
The situation is similar when it comes to  wireless technologies. PTCL  offers numerous wireless Mobile Broadband devices such as Evo Wingle and Charji Evo that boast of speeds between 9Mbps to 36Mbps however consumers are getting  speeds that are nowhere near even the promised speeds by the telecom operator. The underlying reason for this is inferior technology such as EV-DO which is  based on CDMA networks whereas every other ISP/Telco is offering services using 3G/4G networks which offer much better speeds and coverage. This is false advertising and the claims are too good to be true. PTCL is busy offering humongous packages ranging from 20-100Mbps however they are unable to give satisfactory speeds to even 2,4 or 8Mbps users.

Customer Service Issues:
In the end let’s talk a little about Customer Services. This is the backbone of any telecom operator as they handle queries and complains by new and existing customers. However due to the lacking quality of services, the customer services and support department are always overburdened with calls with the users complaining about lack of speeds. Obviously the customer support representatives are short on time and are thus forced to give unsatisfactory and pre-written replies that only aggravates the consumer further and thus a customer thinks of switching the ISP.

We believe that PTCL can surely make things better if they do a self-assessment and prioritize resolution of issues to retain existing customers instead of generating new business. Based on our limited understanding, we propose possible solutions to these variety of issues
1)  Discontinue or limit higher speed packages to specific areas in major cities only and  start giving consistent services to 2-8Mbps subscribers.

2) Initiate a roll out of Fiber Optics based internet services as soon as possible in major cities of Pakistan and communicate the rollout plans  to your existing customers.
3) Upgrade the infrastructure where the number of active consumers is the highest to the latest technology along with increasing network capability to offer better quality of services and improved coverage.

4) Offer promotions/packages that are backed by consistent and reliable quality of services that are not just for short term financial gains.
5) Coordinate with the CSR department to know of the complains being faced by customers and setting up technical support in such a way that addresses such qualms in real-time or as soon as possible basis.

5) Put such SOPs in place that once a customer lodges a complain against the service, it reaches the desired department and is effectively resolved by the respective technical and support staff.

Final Word:
In lieu of the above mentioned issues PTCL should now seriously consider and improve at the earliest because it’s high time PTCL got its act right and upped its game and really showed its competitors that it’s Pakistan’s largest telecom operator having the most coverage but at the same time offering consistent and satisfactory speeds to its consumers as well. We do hope that the word is spread and someone at PTCL with the right authority and capability takes notice of these shortcomings and strives to improve on the brand name and bring back loyal customers as well as attract new customers towards choosing PTCL as their telecom and internet services provider.

Khurram Zahid

The post It’s High Time PTCL Got Its Act Together! appeared first on Smartchoice.pk.

Following is the text of letter that was sent to one of the customers:

Dear ________

Ever since the inception of Wateen Wimax (Pvt) Ltd, our primary focus has been towards providing an outstanding broadband experience to its customers. We have always strived towards attainment of excellence within the telecom industry and the best interest of the customer has always been our paramount concern.

Unfortunately the socioeconomic conditions in the country and the prevailing market trends have incapacitated Wateen Wimax (Pvt) Ltd. from further attainment of its envisioned ambition, and it is with regret that we must inform you that Wateen Wimax (Pvt) Ltd. has decided to discontinue the provisioning of broadband internet services within your area. The decision with respect to the discontinuation of service has been taken after thorough deliberation and the evaluation of all alternative options.

However, in consonance with our dedication to safeguard the interest of our customers, Wateen has, subject to your consent formalized all possible arrangements to effectuate a seamless transition from the network of Wateen Wimax (Pvt) Ltd. to that of Warid LTE. This alternative solution ensure you stay connected and have continuing access to the internet.

We thank you for your continued support and shall endeavor that migration procedure is as convenient and hassle-free as possible. Your satisfaction has always been our priority – your trust, our true reward.

Feel free to call our customer service representative with any queries on the following helpline number 111-365-111.

The discontinuation of service shouldn’t come as a surprise. Wateen and Qubee had formed a joint venture called NewCo. that had started to manage Wateen services and the company migrated operations that severely affected performance in many areas.

In many areas Wateen had started to remove its towers, causing complete lack of signals for its customers, and these towers were later auctioned through newspaper advertisements. Affected customers were asked to contact helpline for a refund. Many of these customers had purchased Wateen service with hefty upfront cost in order to benefit from discount packages, such as pay for two and get one month service free and pay for six months and get four months internet free.

The most weirdest aspect of this letter is the recommendation of Warid LTE rather than continuing with the joint venture NewCo. or migrate to another ISP like Qubee. Wateen is a Wimax service while Warid LTE is a 4G technology, much expensive and with limited coverage compared to what Wateen offered. Moreover, Wateen provided unlimited downloads which is not available in 4G and an 1800/month package of Wateen is much different than more expensive and data-capped MiFi packages from Warid.

Being an ISP Wateen had a process to resolve customer complaints, with representative visiting premises of the customer to make sure internet service is working properly. Customers will not receive the same treatment by migrating to Warid which provides mobile broadband.

Other ISPs are still providing quality service in the city. Qubee, Wi-Tribe, PTCL, Worldcall etc are providing services to the customers and are better broadband options for residential areas. Customers can choose suitable packages by checking their area on SmartChoice.pk website.

Khurram Zahid

The post Wateen to Discontinue Internet Services appeared first on Smartchoice.pk.