FOR the last more than two months, the internet connection at my residence (PTCL: 021- 34902348) has not been functioning properly. It suffers from irritatingly frequent disconnections and very slow browsing speeds. I have lodged multiple complaints via email and by calling 1218. Although Pakistan Telecommunication Company Limited (PTCL) staff visited my house after repeated requests, they were unable to identify or resolve the issue. We know how essential internet access is in our daily lives. Unfortunately, PTCL does not appear to be making a serious effort to fix this lingering problem. The responsibility for complaint resolution seems to have been outsourced to third-party contrac- tors who are slow, unresponsive and lack the necessary technical competence.

During this difficult experience, I have observed that call centre agents rely on scripted responses rather than addressing the actual issue. Similarly, email replies are generic and repetitive. Furthermore, complaints are closed unilaterally without the customer’s consent or confirmation of resolution.

As there appears to be no effective alternative forum for unresolved complaints, I also approached the Pakistan Tele-communication Authority (PTA) through its online complaint system. Regrettably, the outcome was no different. As it turns out, PTA relies solely on PTCL’s response, and my issue remains unresolved. As a regulatory authority, PTA is expected to play a more proactive and effective role.

I have also visited the telephone exchange concerned in Model Colony twice and met the technical head. Despite assurances, no meaningful action has been taken. The staff typically perform basic checks, such as power and speed, but fail to diagnose the actual problem even when demonstrated. I would appreciate some assistance from somewhere. Anywhere.

Dr Alfred Charles
Karachi

Published in Dawn, May 4th, 2026