After disappointing from the PTCL broadband service I decided to terminate their DSL service and planned to subscribe the newest broadband player LinkDotNet.
I thought linkdotnet had a wondefull dsl service because it is backed by the Orascom Telecom Company but I was wrong. I had a very bad experience in subscribing their service. I have not tried their DSL servic yet so I cannot say anything about the quality of service.
Here I would like to share my personal experience with LinkDotNet.
I applied for 512 Kbps LinkDotNet DSL on 1st March, 2008 through their online web form. After submitting the form, the next message said that our sales person will contact you to fill the hard copy of same form in 2 business days but nobody bother to call me.
I called their UAN customer service number and CSR told me that we usually don’t care the online registrations so you have to goto nearest branch to subscribe the service. On 6th March, I applied for the service and paid Rs. 1050.00 at their main office in Babar Block New Garden Town branch. The Front Desk Officer informed me that the service will be activate in 7-10 days. I again called their customer support after 10 days and they said 10 days means “10 working days” so I have to wait until 20th March.
In the mean time an interesting thing happen which I would like to share with you. A person called on my cell number and asked me my office address. When I asked the reason he said that you have requested an online order for 512 Kbps DSL and I want to come for the collection of payment. I told him that I have already subscribed the service. Few days later another person called at my home phone and asked the same from my wife, she also told him that we have already subscribed and paid for it.
After 10 working days I went to their main office to inquire about the status of my LinkDotNet DSL, the guy informed me that there re some issues with the PORTS in Faisal TownTelephone Exchange and our engineers are working on it. Morover he informed the it will take two or three more days to complete the process.
Today is 26th March, I also called to the same guy in LinkDotNet’s office he said that every thing is installed except the phone line need to be split and it will be done on 27th.
This is one story about the newest DSL service provider but there are many others who are fed up with their pre-connection intrnet connection. Hammad Yousaf who is my colleague in Naseeb Networks told me that he has paid them on 26th Feb and still waiting for the service. They are giving the same lame excuses to everybody.
Questions which arises in my mind are:
- Pre-Connection service is worst than PTCL, how about the QoS?
- Will we get better customer service and quality of service in Pakistan?
- If they don’t have enough infrastructure, why they are playing with the innocent people?
- Why they are unable to install it in 20 days? do they ned one month or so…
Last but not the least I recommend you to make sure that they have enough ports in your exchnage before paying them.
1ST APRIL UPDATE: I went to their office to check the status as their UAN number was not reachable and IVR says “All operators are busy”
The FDO guy told me that the status in the system is not updated after 25th March and he also said that your connection will be activated tomorrow. Lets see what happen… I am sure nothing will happen as their team is the laziest team in the entire DSL world in the country.
3RD APRIL UPDATE: Today morning I again called their UAN 111-600-222 and a guy told me that their higher managment noticed my problem via my blog and my connection will be installed today. I didn’t beleive that it will be done today.
After few hours I received two calls from different people and they informed me that my phone line is ready for DSL connection and they want to come to my home for installation. I asked them that I am in office rite
now, just email me my login credentials and I will setup DSL router myself.
After an hour or so I received following email
Dear Mr. Shafeeq
Your login is 0425165394-shafiq and password is 0425165394.
If any further help is required while configuration please contact to below person.
Mr. Sher Afghan (0302-8560094)
We are really sorry for inconvenience
Muhammad Afzaal Waseem
Dy. Manager Consumer Installation (CW)
P: +92 42 111600222 ext: 233 | C: +92 302 8549712 | F: +92 42 5833277
A: 177, Sher Shah Block, New Garden Town, Lahore, Pakistan
It is 10:00PM and I am ready to configure the DSL router. I was surprised that my DSL is not syncing, ADSL light keeps blinking. You better know What it means.
I called their customer service and CSR told me that status of my DSL is still PENDING in their system. So the question is, where is their higher management and QoS? If the DSL is not active, why did they emailed and informed me that it’s active?
I am really frustrated.
4th APRIL UPDATE: Finally, Today I am connected with LinkDotNet DSL after exactly 30 days. The download speed seems good.