When truck overloads specified “Load Capacity”, traffic police ‘fines’ them. What about ISP(Internet Service Providers) and Telecom providers ? What happen to them when they take in more subscribers than their infrastructure capacities ?

“All lines in this route are busy, please try after some time!”, how many times you have heard that line ? Quite frustrating specially when you try to make calls from hospital, try to give your news of success in job interview, exams to your near and dear ones in far flung areas ?

This happen when ISPs, Telecom Companies provide enough links to that particular area. Are there any authority like traffic police to oversee traffic overload ? Or limiting number of channels ?

They ( ISPs and Telcom Companies), come out with schemes ‘Unlimited Download’, in their marketing promotions and we being Indians, we go fo those schemes and sign up for their services in bulk! But then we keep complaining we are not getting the bandwidth promised by ISP/Telcom Providers. These complaints had almost forced TRAI ( Telecom Regulatory Authority of India) to come out with plans to introduce norms hat would specify the ratio between the number of customers per unit bandwidth, which is known as contention ratio.

As per international practices, the average contention ratio for a home user package is 50:1 and that for business package is 20:1. TRAI has said that most ISPs  compromise on quality by accommodating a higher number of subscribers thereby bringing down broadband speeds and congesting networks. .. Source

ISPs/Telecom Companies providing internet connectivity are opposing it and they have come out with a policy “Fair Usage Policy”.  Now what is this Fair Usage Policy ?

They are

Airtel

Under the policy we have defined fair usage levels for unlimited data transfer plans and needless to mention, the usage levels set are very generous such that most customers will not be affected by the Fair Usage Policy.
On reaching the fair usage level, the plan speed would be rationalized by up to 50% for the rest of the monthly billing cycle. You would also be redirected to a page which will inform you that the speeds for the rest of the billing cycle month would be as per the Airtel’s Fair Usage Policy. – Airtel Source

Tata Indicom

Data transfer in excess of Fair Usage Limit as per the applicable tariff plan shall be treated as a violation of TCISL  FUP.
Upon such violation of FUP, TCISL shall contact the Customer suggesting for reduction in usage or upgrade to a higher bandwidth plan.
Despite the above, if the customer fails to upgrade to a high speed plan or continue to violate the TCISL FUP, TCISL reserves the right to suspend or terminate the customer’s account immediately without prejudice to other rights available to TCISL under these Terms and Conditions. -Tata Indicom Source

Why should customer suffer for the inadequate infrastructure by ISPs/Telecom Companies ? How is is logical to ask consumers to be “Fair” while they had committed unfair means “Marketing Glitz like Unlimited Download” to get subscribers signup ?

For more one might like to visit this link.

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When I shifted from Delhi to Jaipur, first thing I did was apply for Airtel Broadband connection! With amazing efficiency, they accepted my application on 1st Oct 2008, and installed the telephone on 3rd Oct 2008 as 2nd Oct was Holiday!

I was sweet talked by Airtel Executive that if I book the broadband connection on the same day, make payment of Rs.500 by check and opt for the unlimited package, I would be given a Wireless Wifi Router free! Though I had Wifi Router with me, being an Indian, I took the deal!

Problem started when they sent the first bill! The bill came around 20th Oct 2008 with last payment date of 28th Oct 2008. But sadly it included the additional extra Rs. 1500/- for the WiFi router!

Sequence of Events followed :

1. I called up Airtel Customer care! After frustrating customary talking to machine called IVRS, finally I got to speak to human customer care executive! As soon as I explained, he told me, there was no such offer! Stumped, I gave him details about the Airtel Executive name, number etc.! Now he got stumped! He put me on hold and came back after 2/3 minutes, recorded my number for 3rd time and promised he would get back.

2. After 2 days, no call from Airtel. I called up the original Airtel Marketing Executive, he promised he would get back, and he surely got back!

3. Sadly, last date of payment was nearing. I shot another email, informing as the due date is nearing end and my problem not near any conclusion, I will not make the payment as and my services not to be deactivated! They did not.

4. After due date expired, 28th Nov 08 itself, one collection agent from Airtel came demanding payment. I explained him and he went back!

5. Finally, the marketing executive called and informed the issue fixed! By the time, my next bill came along with late payment for the last non-payment bill!

6. Another email, argument on phone! Finally I got waiver for late payment, but bill with waiver of the WiFi router has not arrived and I started getting calls informing my services likely get disconnected if I dont pay up the bill!

7. I again called up Airtel Customer care, shot of email.

8. Finally, in Dec 2008, I made payment after deducting all late payment charges, extra Rs.1500/- and peace returned to my life!

Moral Of The Story: I had to argue, work hard, make calls to save myself from paying extra amount to Airtel which was unjustified. Had I not fought, they would have made few hundred more completely illegally!

Sadly, this may be happening to everyone and we may not notice as it is a small amount! But just imagine, Airtel has 10lacs subscriber, they make this kind of mistake, over charging to all these subscribers, and only 10% of them like me, “nutcase”, fight with Airetl Customer care department, talk to Machines (IVR Ssystem), get justice! And Airtel gets payment from 90% that is 900,000 multiplied by Rs. 15000/- equal to Rs. 135,00,00,000/- that is Rs. 135 crores! Ring a bell ?

Contact Me for the complete Email Communication with Airtel. ( I made them private.)

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1. Online Payment for Mobile Bill in Airtel
2. Late arrival of bill and late payment charge
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