I have been using BSNL wired broadband service for last 2 years, and last 6+ months it has been becoming worse day by day. The connection is completely unreliable and the service has been pathetic. Technical complaints raised via their web interface are repeatedly closed promptly after 3 days, with absolutely no action taken on them and no update given to me. When I call their customer service center by phone, they direct to various officers and AGMs, and each of them in turn keep on redirecting to other people. Eventually, I need to follow their escalation chain all the way to the top to get a simple problem like cross-connection resolved.
As the technical complaints became more and more frequent, I decided to terminate the broadband connection altogether and raised a request for the same on their web interface last week. They closed the request within 3 days, but I was not sure if this is a genuine indication of any action taken or just the usual automated "case closing mechanism" used by the technicians. So, I called up BSNL once again and a very sleepy customer care person informed me that I need to personally visit the local BSNL office for closing the connection. When I visited the local BSNL office at HSR layout, I was redirected to their "Customer Service Center" at Koramangala, where I was asked to give an application on plain paper. I felt thankful that I was not redirected any further, and I hope that the request will be processed this time. It is funny that in today's Digital Era, an Internet service provider would insist its customers to go and meet the babus and give a paper application for a request. It is also puzzling why they are providing an option to initiate service closure on their website, when it is clear that they are not going to do anything on that request.