PTCL Broadband Needs to Train Front Desk Officers

Today, suddenly my Internet stopped working on my network. First I tried my luck and ‘struggled’ to fix the issue but nothing seemed to work. I finally decided to call PTCL help center and after painful wait of 30 minutes they picked up the phone and told me some basic things to do. I did as he told me and said if it doesn’t work, I can call again (who wants to waste hours on waiting….:s). Anyways… I didn’t work. I called couple more times but they were not able to help me out. Before I proceed further, let me tell you what exactly the problem was.

Bad Customer Service

PTCLI am on a network with 5 PCs connected. I am using PTCL ZTE Modem and a D-Link Ethernet Switch to connect to the network. The problems was; when I was connecting Modem directly to my PC, Internet was working fine but when I was plugging in the cable from Modem to Switch, Internet failed to respond onto the network. I told the PTCL Broadband Rep that my networking is fine. The only problem is, Internet is not working. What he suggested me to take help of some Network Administrator and it seems that the problem is with my networking (dhaaa!!! told him so many times that my networking is fine).

Depressed CustomerI contacted some of my networking related friends and they told me that the problem is with the configuration of Modem. There is nothing wrong with the Switch or networking. I called PTCL help line another time and the personal forwarded my call to his supervisor (I hate when they transfer calls to supervisors because they keep you waiting for hours). I was lucky enough that he picked the call just after 11 minutes (hats off!). He guided me and fixed the issue and told me that my configuration was on Bridging mode which allows connection only to one PC. That was it and support desk wasted my 4 hours telling me that my networking has been collapsed :(.

I do understand that they are not very technical people and supervisors are supposed to help with configuration but at least front desk people  should know what exactly the problem is and if they don’t know they should not misguide people.

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2 Responses to "PTCL Broadband Needs to Train Front Desk Officers"

  1. Tasadduq Khan says:

    That’s the reason PTA issued them a notice.

    If deadline of 30 days doesn’t do any good for customers, I don’t think PTCL would ever be getting better with their customer support.

  2. ayesha says:

    Good information

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