AFTER I had registered 12 complaints in one month for frequent internet disconnections, I received a call from PTCL on Dec 23, asking me to have my existing number shifted to fibre-optic status, assuring that this upgrade would solve the problem.

The PTCL team visited my house several times, laid wires outside the house and finally came to install the fibre optic cable. They demanded tools like hammer and electric wire extension. When they were informed that there is no extension cord available in the house, they asked us to purchase one.

After the extension was arranged on their demand, the team said they would install it in the bedroom, while my wife insisted on having it installed in the lounge. They became furious, left the house, and disconnected even my old phone and internet connection. It has been over several days now that I am trying to approach the PTCL high-ups to sort out the issue. I made at least 20 phone calls and paid several visits to PTCL office, but could not meet the person concerned.

I have been asked to pay the bill for a full month while being deprived of telephone and internet for no reason. The telecommunication company has failed to inform me as to why my connection was disconnected. To my surprise, there is no complaint registration system for this sort of problem because now my phone number is not identified by the PTCL system. The pathetic disservice of the PTCL is agonising, for disconnecting an existing connection after a regular bill payment is an illogical act

Shifting to fibre optic does not take more than one hour. The PTCL needs to improve its service. I would like to have a fair investigation into the matter, and demand action against those apathetic individuals who were rude and committed the illegal act of disconnecting internet and telephone facilities without any fault.

Zafar ul Hassan
Islamabad

Published in Dawn, January 13th, 2021