Service disrupted

This refers to the letter ‘Customer satisfaction’ (Apr 24) by Fariha Tahir Shah. I am a customer who has been dissatisfied with PTCL services. A couple of years back, I had three telephones installed at my house. But with time and due to poor customer services, I got rid of two of these phones and had no choice but to keep only one number. But both my DSL and landline on this number have been frequently out of order. The most recurring fault with DSL was poor or no connectivity due to which online communication was reduced to almost zero. My repeated complaints on 1218 were not being rectified to my satisfaction. Therefore, I personally visited the concerned SDO at his office.

During my last such visit about six months back, I was informed that the company was in process of shifting its communication system from copper to fibre-optic cables, which were being laid out in our colony. The concerned person assured me that once the cables were laid out, all the problems regarding my phone and internet will be resolved. Over three months have passed since the fibre-optic cable has been laid out. But it has not made operational for reasons that have not been specified. No one in the PTCL department has provided a clear-cut explanation for the delay in making the fibre-optic cables operational. The unfortunate users of PTCL landline and internet continue to suffer at the hands of incompetence, which has crept into the department and could erode its otherwise positive image.

Group captain (r) Saeed Nawaz

Rawalpindi