To blog ? or Not to ?

This is one worst experience I ever had as far as internet usage is concerned. I start using internet in 1998. I have experienced quality services in various countries and major cities of India. I lived in all metros and some major cities in India as part of my professional assignments.

BSNL, one of the leading player in Telecommunication, and Public Service Undertaking (PSU), one expect better services, or they should provide services better than any private operators. There is no lack in investment, they are upgrading technologies day by day and launch product and services to compete with Private players.

But what is the reality, they are losing subscribers every month. They plan some massive campaign to attract new customers.

I appreciate them for providing services in the rural area, even though the profitability is less. They should do since it is PSU.

They need to improve their services as a whole. I have taken BSNL broadband connection on 15^th October 2009. It is more than 100 days. During this period if calculate the connectivity percentage it is just 89.5 %. That means in a year almost 40 days you will sit without internet connectivity.

If you wish to register a complaint by 1500 you will hear that ‘due to some technical difficulties we are unable to provide this service, or there is no record for this number.’ Sometimes you may not get this number; you will hear a damaged tone or engaged. Experience with the other number 12678 is not different. You will get continues engaged tone. They are providing services on weekdays only, if anything happens on Saturday, till Monday evening you will not have internet connectivity. They say in the website that the customer service is available throughout weekdays from 8 AM to 8 PM. But I never have seen them before and after 5, you will get continues engaged tone or error tone.

Even if you get a customer service representative, the attitude is different, they don’t even speak properly, sometimes they order, do this, that etc. Irresponsible and adamant; they think without even a single customer they will get their payment, even if they do not work they will get payment they why should we take the trouble. Nobody is there to take action, if anybody try to take action they a very powerful weapon ‘strike’

They need to wake up, should customer friendly and service oriented. I am sure, if private players come to rural area then BSNL will lose its market share rapidly. This could be one reason in which government not asking private players to offer service in the rural area.

India, fastest growing economy, the IT hub of the world, 60-70% of India, the rural India is neglected. To what extend metro cities and other major cities can afford the needs? Rest of India should be treated equally. So, private players too should take initiative and offer services in Rural India.

Competition in Telecommunication is at peak and lot of companies are coming to tap the untouched areas of India especially semi urban and rural areas.

We are now talking about 3G but some western countries are talking about 4G. We believe and proud to say that India is the IT hub of the world, but what is the ground reality.

In rural India, it is difficult to find broadband connectivity; yes there is wireless internet but not much cable connections. Private operators limit their services with in City area. Broadband connectivity is still a dream in rural areas.

In this situation, people believe that BSNL (Bharat Sanchar Nigam Ltd, the say that they are India’s No.1 Telecommunications Company) is playing a crucial role to uplift the rural India as far as telecommunication is concerned. It is one of the major (may be only) providers gives Broadband in rural India. They have some impressive plans too. But…I would like to put light to some reality.

I live in rural area, which is not a remote place; it is just 20 KMs away from Cochin International Airport and just 3.5 KMs away from NH 47 (Karukutty Railway station Junction)

I have applied for a BSNL Broad Band connection (Home UL Plus) on 18^th September 2009 along with a new telephone.  This comes under Mookkanur Exchange and My Unique ID Number is KERENK20090900941 and Demand note no. 69618.

Today 15^th October 2009, I have not received broadband connection. Whenever I inquire about the situation, I used to get a reply that JE is on leave. After hearing this for some days I decided to look for a senior person, that was SDE, he did not even bother to pick the phone up. I have tried some times continuesly for 2 days. But there was no result and had to give up. Ultimately, I got through DE, he was kind enough to listen to the situation and assured that he will take personal interest in this case and I will get connection in 2 days. Now it is almost 2 weeks from his assurance.

At last on, 9^th October 2009, I got phone connection, (from yesterday that line is not working) but broad band is still a dream. Now I am using Reliance Netconnect. Although the speed is not good, I got a connection in the very next day after I applied. Still waiting for something good to happen, since I need unlimited broadband with reasonable speed and BSNL is the only option available in my area.

BSNL has lost lakhs of landlines during the past few months; they are surviving with Mobile connections and broadband in rural areas.

If private operators come to rural area, I do not thing BSNL will survive. People those who are at the top take decisions, but who cares of implementation.  If you visit BSNL site, it will be interesting to read their Mission and Vision but only on paper-I believe so since I have experienced.

The attitude of people in BSNL should change, the way they respond, work everything should be changed. They still believe that they are the ONLY telecom provider in India. Yes they have monopoly in some areas since Private Operators are not reached Rural India.

If they cannot absorb the heat of competition, after some years we will tell our children that “ once upon a time there was a company called BSNL……………….”

I urge Private Operators to come to Rural India because, there is a huge potential in rural India as far as broadband is concerned: Some observations

• People in rural India migrating to VoIP, especially gulf community, families find it is a cheaper way to communicate with their near one. If you go to internet cafés’ in small towns you will feel the popularity of VoIP.
• SoHo (Small Office Home Office) concept is picking up and the only constrain is connectivity.
• Home based opportunities are huge, since companies may not find place for expansion and it will reduce traffic too.

There are lot more advantages for private players… so please come to Rural India and empower them.