PTCL complaint


PTCL complaint

From the Newspaper Published October 22, 2017

ONE finds that one’s complaints are falling on deaf ears whenever one tries to lodge a complaint with the PTCL about landline or broadband disconnection.

The PTCL has launched an automated reply system (1218), which after eight to 10 hours after the complaint has been lodged calls and asserts that “as per our knowledge your problem has been solved; if the problem has been solved, press 1 and if it persists press 2”.

If you press 2 since your problem has not been solved, after about a few hours you will again be called with the same automated reply with the same affirmative assertions.

Perturbed, I made a call and by pressing 0, I was transferred to the support operator. He tried to calm me down by giving me false hopes that their lineman would contact me soon to resolve my issue, but nobody contacted me.

PTCL authorities are requested to resolve my issue at their earliest and let its clients enjoy continuous service for which they pay reasonably high.

M. Abid Hafeez
Lahore

Published in Dawn, October 22nd, 2017


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Newspost

Weak connection

By our correspondents
October 03, 2017
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When it is about filing a complaint with the PTCL for the landline or broadband disconnection, it feels like its falling on deaf ears. Almost every consumer has said that despite registering complaints with the telephone company, the problem remains unresolved. The internet services provided by the company are unsatisfactory. The frequent network problems irk consumers.

Nowadays, the internet has become a necessity. The entire day is ruined when one opens the internet is not working. PTCL authorities are requested to resolve the issue at their end and let its clients enjoy the service for which they pay monthly bill.

M.Abid Hafeez (Lahore)


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Resolved

By our correspondents
October 07, 2017
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This refers to the letter, ‘Weak connection’ (Oct 3), by M Abid Hafeez. This is to clarify that PTCL is actively engaged in responding to all customer complaints and that this specific complaint was resolved to the customer’s satisfaction. In order to serve customers better and in a timely manner, PTCL offers multi-channel customer support and the 1218 helpline which is operational round the clock.

Moreover, in order to improve overall customer experience, the company is continuously upgrading its network to provide state-of-the-art telecommunication services to its customers.

Fariha Tahir Shah (Head of Corporate Communication PTCL)

Comments (2) Closed
Abid Hafeez
Oct 22, 2017 01:46pm
My problem with the landlind and broadband has been solved. I thank the PTCL authorities for their support and assuarance of uninterruptable connection in the future.
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sT
Oct 23, 2017 03:48am
@Abid Hafeez you are lucky one. My landline complaint had not cut the ice yet and I am calling them and expecting repair since two months, and fianally reaching to the point of terminating agreement with them durint the week. Shahid Tanweer, Karachi.
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