ADSL service at Bhumika Khadka´s Lokanthali home got disconnected in mid-July. Though she filed complaint at 198, the number designated by Nepal Telecom (NT) to receive complaint, her problem hasn´t been solved. [break]
Niyash Badal of Chabahil said NT´s ADSL customers are suffering because of the lack of customer care center. NT never responds to customers suffering from problems like slow speed and automatic disconnections, he said.
Sekhar Kumar Shrestha of Bhanjyang, Sankhuwasabha said the ADSL service is not available when people need it the most. These are some of the problems that ADSL users in Nepal have been facing recently. Officials of Nepal Telecom also agree that ADSL service has been affected in some areas as its cable had been cut off due to road expansion works.
“Earlier in April-May there was problem in ADSL connectivity as we were upgrading our system. We don´t have any major problem now except in areas like Maharajgunj and Ekantakuna where fiber has been cut off,” Guna Keshari Pradhan, spokesperson of NT, told Republica.
However, NT users in most of the areas have grievances about ADSL Internet. “If the problem can be solved from the NT office itself, it will be solved in a day or two. But if the problem is outside the NT offices, it takes weeks,” said Munankarmi.
However, Pradhan said Internet service can´t be resumed within a day or two is fiber is cut off. “It takes some time to resume the service,” she said.NT officials attribute slow speed and frequent disconnections to use of cheaper routers, problem in splitter, distribution of many extension lines, and use of same router for many years.
Customers also say they are facing problems as they cannot talk with the operator directly while filing complaint at 198. To get rid of the problem, NT is soon launching customer contact centers where customers can file complaints via email, chats or talk to operators by making calls. “The customer contact center will come into operation after Tihar festival,” Pradhan said, adding that NT is currently testing the system.
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