I applied for broadband upgrade from 1MBps to 4MBps on 21st or 22nd July and got my package upgraded in PTCL's billing records on 23rd July but my profile/port was not upgraded at exchange so my synchronization rate was 1024/254 as before. I logged complaint at 1218, got 24 hours resolution time, nothing happed. Logged another complaint a few days later, again received same 24 hours resolution time, nothing happend! A couple of days later, I started to call almost daily to inquire about the status of my request, I always got the response that they are sending a reminders, it will be resolved in 24 hours etc. etc. I've lost count of times when I went through this pain of calling/waiting at help line and then asking them again and again to resolve my issue.
I went to exchange one day and talked to broadband supervisor there. He promised to resolve the issue in one day. Nothing as usual. Went to exchange the next day, only to find out that it was locked! The damned strike was on.
I tried going to exchange a couple more times but the strike was still on, so I resorted to 1218. Kept calling and logging my complaints. In the last days of strike, they started telling me openly that your matter will be resolved after the strike is over. Not to forget that my billing for 4MBps was already started since 23rd July.
I logged the complaint at PTA's website, and I was issued a complaint number. PTCL was asked to update the status and resolve my issue in one week. That never happened. I sent a reminder of that complaint to PTA after two weeks, nothing happened. No response.
I waited and waited and waited for strike to be over, and finally when it was over, I logged my complaint again. Same response, 24 hours resolution time. Nobody ever contacted me, nobody updated the status.
On Friday morning, I went to exchange, the broadband supervisor again promised me that the issue will be resolved by evening. Another lie...
Earlier today, I went to exchange again and my DSL guy was also there luckily (or may be unluckily). He went to do some checking with ports and came back after half an hour and said that he has checked everything. There was an issue identifying the port or whatever, now only an email from his supervisor is required and the issue will be resolved. He asked me to leave and assured me that the problem will be resolved today.
When I received the bill after my package upgrade, I did not pay it and thought that till the time of next payment, the strike would be over and my problem would have been resolved so I will get it fixed then pay it. But the damned strike continued and I had no option of getting the bill corrected so I had to pay it to avoid disconnection as someone at 1236 had told me that disconnection is automatic process. My work heavily depends on internet and although I have a backup, I did not want to risk the disconnection so I just paid the bill.
Now, to add insult to the injury, the guys at 1236 and at exchange, both are saying that you have to get the bill corrected before payment. It can't be adjusted after you have paid the bill. How the hell was I supposed to get it corrected when they had locked the offices and were on strike?
I don't know what else to do, where else to go. I've had just enough. I am getting this 'sublime' service terminated tomorrow. I should have done this a long ago. Going to try LDN, if it doesn't work, I am going for Multinet, the expensive but most reliable option I know of.