PTCL Service Issues? Email Support@ptcl.net.pk
PTCL, with a revenue of Rs 60 billion or so has finally established an online support — email. And if you were to believe the press release this will bring great happiness and solve the issues. Who writes these press releases anyway – interns?
To ease-up inquiring for the customers of Karachi, Pakistan Telecommunication Company (PTCL) has established a customer support service through which the clients would be facilitated with a prompt response. Now, the customers can write to Karachi. Rapid. Support@ptcl.net.pk if they do not get a response in the expected time from the PTCL maintenance team.
The e-mail address can also be used to address new service provisioning delays, disclosed SEVP Business Zone South PTCL Abdullah Yousef Abdullah. “Our customers and their needs are the focal point of every decision and action we take,” he said, adding that the initiative would ensure that all customer concerns get proper management attention.
He encouraged the customers to use 1218 to register their concerns. He also highlighted that customers can apply for PTCL services including Telephone, Broadband, Smart TV and EVO (wireless broadband) by calling 0800-8-0800 for faster provisioning of service. -PR
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Dear General Manager,
Pakistan Telecommunication Company Ltd.
Karachi.
sub: complaint about dead telephone line
My telephone no. 021-34533191 is non functional since 10 days.Complaint was registered at 1218 but i was not able to get attention.
. I request you to please take necessary action in this regard.
Your early action will be highly appreciated.
Best Regard
Dr. Zafar Iqbal
0300-3615547
13.03.2010
Sir!
Most respectfully,my 04236882904 is out of order due to unkown reason.But my DSL is on.One an other thing is that when my connection is on there was some noise is present during the call .
Kindly solve my problem.open the connection and remove the noise from line.
I shall be great full to you for this kind of act.
My Telephone number 042-6593087 is out of order for the last 15 days.I always register complaints on 1218 fault rectify by PTCL but after some days my phone again become out of order.PTCL is wasting a huge money on publicity but not improving service quality.
Muhammad Idrees
cell 0300 4301324
my telephone nos 4618743,4612556 out of order last one month&so many loses i inform many times in johar telephon office but no any action positvely,please open my telephone.
My DSL connection is bad for the last few months, it works only aftyer mid night till early morning hours & remains disconnected during day trime, our line operators have informed that signals are weak at the pair & voltage is not sufficient. My ptcl number is 0723-644216 at Dharki Sind
regards
This is to inform you that I am using IPTV Broadband service on 0213-4976256 with customer -id 1792534976256. The problem is that IPTV service is permanently closed on 4 Jan 2010 by id 4067QUZ due non-payment of bill also Landline one way and Broadband closed. As I pay bill on 8 Jan 2010 of the month of November 2009. The Landline and Broadband service start working but IPTV is still permanent closed. As I contact Gulshan-e-Iqbal Karachi exchange for this problem there is no one is accepting to restore it. Than I contact in One Stop Shop there is Mr.Zardari ,manager I talked to him he handled the problem to his secretary. He mail to Islamabad head office as the due date is passed for the payment of the month of December 2009 so they claim that the payment is not cleared. As I cleared it on 8 feb 2010 then i again contact to them on that day. He again asked the time for 48 hrs but the IPTV still now is permanent closed. As I contact on 11 feb 2010 he is still asking for the time, then i again contact on today the problem is switched to S.M Mukhtar he again asked for time but i was not hopeful that he also restore it. Kindly if you give immediate attention to this problem and solve my problem, I shall be very thankful to you if you solve it.
Name:Nabeel Bin Naseer.
Email id:willion_nabeel@hotmail.com
Salam To All.
My name is NOUMAN ABRO.
to the head office of ptcl office.
Sir hum logo ne takreeban 2 hafto se dsl ke application jama karwa de he aur abhe tak hume Devices Nhi Mile se Aur wo Log Bht Susti Se Kam Karte He Aur Kisi Kam Ko Serious Nhi lete he. Abdull Baqi Abro SDO Wapda Sub NTDC Sibbi Balochistan 220 Kv subdivision Sibi. ke Name pe he. Ap Ke Meharbani Ho ge ke ap koi action le thanks.
I HAVE COMPLAIN TO IN 1218 REGARDING MY TELEPHONE NO 34634307
MANY TIMES AS USUAL THERE FOR I EMALILED TO U .KINDLY SOLVE THIS MATTER AS EARLIEST.
Unfortunately PTCL still holds the manopoly, it has increased termination rate for international calls to Pakistan made by overseas Pakistani, PTA is putting its weight on PTCL Back and therefore we are pushed to pay more to VoIP provider and not use legal ways to make calls to Pakistan. While for India, Indians even make free calls using VoIP or pay 1 Euro cent/minute. Thanks to present Chairman of PTA who thinks he is intellegant enough has denied right to use VoIP by end customer in Pakistan which is only done in suffocating telecom regions like Middle East. All this is not to stop grey telephony but to benefit PTCL, as PTA declared some people as involved in grey telephony and PTA claims they were involved in making loss of millions to government, but later it was known that PTA in hurry made such fake claims that they arrested grey telephony operator, PTA never felt sorry and never informed media regarding this.
PTCL is still the same lazy duck and their employees still have the same style, call them and they never take your calls, or their phones are usually kept busy.
These habits of PTCL employees will change decades to change slightly untill or unless these lazy asses are sacked and unemployed energatic youth is hired.
Dear Sir,
I have some complaint against PTCL DSL connection due to poor service of PTCL and non cooperation with the people, I have personally got a DSL connetion for my cousen studies, from a long period (in a months) found in disconnection condition, so that my cousen have not gaine any educational facility for PTCL DSL connection.
Dear sir, I personally request u to kindly make sure my DSL connetion or otherwise disconect my DSL connection.
A.Sattar
From Quetta
Ph:081-2441823
i am sorry to inform you that i have received your bill again late last date for submission was 21st jan and i got it on 23rd jan what you want me to do?
i had requested for installments bill which i have received late as i mentioned above.kindly upgrade it and re open my telephone line because without any notice you guys have blocked it.
thanks alot
cell 923068869490
salam to all
bhai hai koi allah ka bunda jo in PTCL waloon ko shifarish krey DSL connection key liye,
mujhe DSL internet connection chahiey
Attn : Mr. Junaid
I have complain on 1218 regarding my telephone NO 02135064074 many time but as usual these are not attend by any resposible of ptcl and my telephone is still dead since last two month.
Kindly do something otherwise customebase of ptcl will shirnk time by time.
Thanking you,
SHAKEEL AHMED
The Chairman,
PTCL – Pakistan
Subject: Stolen of Telephone Main Cable .
Since Many years (Twice a month) on regular basis.
Area : 0923 613- – - (Nowshera Cantt. NWFP)
Respected Sir,
I would like to draw you attention toward our problem, it is unique for us. May be for you as well.
I am living in Armour Colony, Manki Road Nowshera Cantt. The number of our area is 0923-613—. The Main Cable, which is coming to our colony. It was stolen by some body on regular basis, since Many Years. Yester day some body take it also. If you check the record, it will surprise you, the Main Cable is stolen over 24 times each year from same place. But on asking from them why not make some proper arrangement to put it into the underground. They are unable to reply that.
Sir, it is very serious problem for us. Mostly people disconnect their phone due to this problem. I am also thinking the same.
Your truly
hahahhahaha guyz i have listened so many problems from you and i m going to include mine as well but i know that the stupidity and laziness of the ptcl bastards will remain constant there is no one who can listen and they are deaf so i think there is no need of sending them complaints we have to switch to other companies thats it F ptcl
Sir,
I am living in Mujahid Town Old Shuja Abad Road Multan.
03 days ago i have purchased PTCL EVO. There is lot of signal problem with this device. I am not receiving more than 20%. and disconnented after every five to ten minuts. Before it i was using wateen wireless on same location. It was best but for the unlimited downloads, i purchased EVo but now i am in trouble. I am very much worried because i have spent Rs.6000/-(4000 2000). Pls help me in this regard and advice some solution.
MDN#:0426181329
Muhammad Naeem
0321-9217060
0300-8263972
Sir,
I am living in Mujahid Town Old Shuja Abad Road Multan.
03 days ago i have purchased PTCL EVO. There is lot of signal problem with this device. I am not receiving more than 20%. and disconnented after every five to ten minuts. Before it i was using wateen wireless on same location. It was best but for the unlimited downloads, i purchased EVo but now i am in trouble. I am very much worried because i have spent Rs.6000/-(4000 2000). Pls help me in this regard and advice some solution.
Muhammad Naeem
0321-9217060
0300-8263972
TO:
PTCL Karachi
Subject: Complaint regarding repeated break down of Telephone no. 0213-6961992 , installed at House no#L561 Sector 5L North Karachi
The above mentioned phone line has been out of order for the last couple of weeks.I have launched complain at 1218 many times.I humbly request that you look into the matter and find a permanent resolution to the problem.
I can be contacted at the following nimber:0343-2461233
Thanking you
THE GM PTCL LAHORE/ISLAMABAD DEAR SIR i send you acomplaint against evenue staff khanewal on december 20, 2009.revenue staff k khilaf abi tak mere insult karney per koi acction nai liya gaya,kiya customers ki izat itney sastey ha k staff us ko galiyan de,or usey koi pochney wala bi nai ha.isey waja se her din ptcl k customers kum hotey ja rahey ha or ptcl apnay end ki taraf ja raha ha. name.m arif phone no.0652553498 mob no.03006883498 city,khanewal
Hi. This is the qmail-send program at yahoo.com.
I’m afraid I wasn’t able to deliver your message to the following addresses.
This is a permanent error; I’ve given up. Sorry it didn’t work out.
:
221.120.226.41 does not like recipient.
Remote host said: 550 5.1.1 User unknown
Giving up on 221.120.226.41.
The General Manager
PTCL Lahore
Subject: COMPLAIN (EVO Wireless for Refund) MDN No.0512571204
Dear Sir,
As I have purchase EVO Internet USB Device for my office use at Fortress Stadium, Lahore Cantt. Dtd: 05-12-09 with Rs.6000/- from OSS CTH Office Meclod Road, Lahore.
* Device Charges. Rs.4000/-
* Monthly Charges (Adv) Rs.2000/-
Total:- Rs.6000/-
My complaint is very low signal and low downloading speed.
First I want to explain before my complaint:-
1. At the time of purchase no body told me about 7 days company refund policy and nothing is written on the form.
2. Secondly I ask about the coverage and speed, they told me all Lahore is under coverage are but the sales staff and even manager Mr. Mudassar don’t know about the coverage of EVO broadband in Lahore.
After two days of purchase this device I have complaint on 1218 to resolve my problem and then continues complaints till 18-12-09. So after 14 days today 19-12-09 I have received phone call from optimization technical department Mr.Kashif that Fortress Stadium is out of coverage area and cannot work properly so you return / refund this device.
When I go to the relevant office and told manager Mr. Mudassar everything about misguidance of his staff but straight forward refuse my refund request and insist of company 7 days policy.
Sir this fault is not from my side, it is totally from sales department.
I have purchased and want to use your EVO device but they can’t provide service in Lahore prime location Fortress Stadium and sold me this device without any information.
If right now you ask from any sales person they told you that the service is available over all Lahore. It is not only my problem, many people are suffering so please advice all sales persons / managers about the low coverage areas.
Sir the policies are not only in favor of companies, it can be make in customers favor and the human makes these policies and can be change.
If any technical person told about coverage within a week time then I can refund but after 14 days they apologies and inform me.
So, I again further requested to resolve my problem and instruct to relevant department for refund and inform me at the earliest.
Your early response & cooperation will be highly appreciated.
Best regards,
Syed Ahmad Razaq Shah
THE GM PTCL ISLAMABAD/LAHORE DEAR SIR i m user of ptcl land line no 0652553498.18/12/09 ko me apney no ka bill drust karwaney ptcl revenue office khanewal gaya,staff member rao naseer ne mera bill drust ker k mujy diya to me ne us ko kaha sir mere khayal me mera bill abi bi ziyada ha ap mujy guide ker de k ap ne ye bill kasey banaya ha,ais per rao nasee or revenue officer khanewal rao tariq ne muj se sakht badtamizi ki or mujy gandi galiyan bi di,sir mere khayal me apney bill k bare me informaction lena mera haq ha.or revenue staff ko salirey bi isi kam ki de jatey ha na k customers ko galiyan deney ki ,ye dono admi public deling k kabil nai ha,other customers k sath bi in dono ka behaive thick nai tha.ain dono ko koi aisa kam diya jaye jis me public deling na ho,agar mere insult karney per in k khilaf action na liya gaya to me apnay office or ghar k dono phone band karwa do ga,mujy pasiy de ker apney insult karwaney ka koi shok nai ha, name.m arif ph no.0652553498 mob.03006883498 city.khanewal
i am usere of ptcl since 7 years but i think ptcl workers r basterds becous thay dont can provide service contines
PTCL is a group of bastards
No one take tension on complain
They are genuine [expletives] in the Wold of Telecommunication
PTCL is a group of bastards
No one take tension on complain
They are genuine f*&@! in the Wold of Telecommunication
To the general manager of ptcl ltd
sir
I have been very dissapointed in your lack of support for customer care. my phone is 34819552. my LAN line has been having worst sound quality with crossed calls since 2 months. Ive made so many complaints but no action has been taken
please sir i beg of you to hear out and rectify my problem and also of so many others who are having difficulties .
i thought u would place customers issues first priority.
i would appreciate it
ghulam hussain of B.41 block 6. gulshan-e-iqbal
karachi
I am trying since so many month to get my telelephone repaired but culd not. Now I need some one to help me out how I can disconnet soon so I may release my tension.
My number is 463-6570
Dear General Manager,
Pakistan Telecommunication Company Ltd.
Karachi.
My telephone no. 021-34533191 is non functional since 8 days.Complaint was registered at 1218 but could’nt work so far
. I request you to please take necessary action in this regard.
Your early action will be highly appreciated.
Best Regard
Dr. Zafar Iqbal
0300-3615547
–
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??? ????? ? ?? ?? ????????
???? ??? ? ?? ?? ?? ???? ???
?? ?? ??????? ?? ?? ??????
(?????)
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some 250 telephone lines of rustum exchange,mardan are not functioning for more than 2 months and nothing has been done or expected to be done.ty ptcl for your excellent services
To
GM ITR Operation,
GM RTR,
Cheif Engg Operation,
C.T.O
P.T.C.L Head Office,
Islamabad.
Subject:- FEEL THE DIFFERENCE
It is stated that i the undersinged have placed an order for installation of new ptcl connectionat home through your service number 0800 80800 vide order number 20908080593240 in the month of july.
After passing of 3 and half months no response has been shown by the concered department for installation of new connection.It redicolous that they only only didnot install new number but also send us telephone bill for the month of August.they have also tell us the issued number on call at 0800 80800 and that is 0514544230
It is quite contrary to your advertisement on T.V in which you said that “you can install your ptcl number on just single call.Now you can “FEEL THE DIFFERENCE” Dear Sir. and stop that advertisement to serve the nation batterly.
I have visitted at least 32 times to the office of concerned S.D.O.Every time he didnot take this seriously and showed lake of commitment to his job.
It is therefore requested that after feeling the difference of the situation the matter may please be reviewed and pass the order for installation of ptcl number at my residence.Otherwise I will knck the door of Media for Justice.
your’s sincearly,
Muhammad Shakir
N.I.C #37406-9688165-5
Concern Exchange Taxila 733
House#31,Street#12,Newcity
Wah Cantt.
Assalam-o-Alaikum,
phone number. 0744057603
from. larkana
bhai 2 month phele mene apna number chalo kia he leken abi thak us ne thek se chalo nahi kia he me complant karta hon to 1218 par to woh kehti he k ap number band he mene ptcl office b gaya leken woh b kuch nahi karti mene bill paymet b kia he agar ap kuch karen to meharbani hogai
thanks and im waiting your best responce, bye
Assalam-o-Alaikum,
bhai main ne aak month pahly PTCL DSL or brodband k liye apply kia thaa, help line
waloon ne mujhe kaha k hum abhi chak kr key btate hein k app k number pr DSL or brodband chal sakta hai ya nahi thore deer mein help waloon ne mujhe kaha k app number pr ye chal sakta hai to mere number k liye DSL ordar bok kr lia lekin 1 month k baad PTCL waloon ne ye kah kr jawab dediya k app k number pr nahi chal sakta to main ne socha k ab kisi aur company se apply krta hoon bhai agr app mere kuch help kr sakte hein to plz main app k jawab ka intazar krha hoon,
thanks and im waiting your best responce, bye
I have made lot of complains on 1218 detail are mentioned below.
Date Complain No
1)12/11/2009 28
2)14/11/2009 53
3)16/11/2009 64
4)20/11/2009 199
5)23/11/2009 57
6)24/11/2009 48
But all efforts are lost and my telephone No 34500117 is still not working and all these complains are turn up from automated compain system with out action question is that who are responsible for monitering the same and what type of accountability exist where fake mentanance done on 1218 system kindly think on it…………..
hiiiiiiiiiiiiiiiii
TO:
PTCL Karachi
Subject: Complaint regarding repeated break down of Telephone no. 0213-4821974 , installed at B-23 mehran appartments, Gulshan-e-iqbal BLock 16
The above mentioned phone line has been out of order for the last couple of weeks.I have launched complain at 1218 many times.In return my phone line gets fixed temporarily, but the next day, it is out of order again.I humbly request that you look into the matter and find a permanent resolution to the problem.
I can be contacted at the following nimber:0300-2508774
Thanking you
i have a complain about my ptcl line my phone no is 6816491 it is not working since last month and u people sent me the bill like around 1200 hundred i did not even use the phone.i am kindly request plz fix my line it is dead i appreciate if u fix my line i did not pay the bill in this month i will pay next month together.plz try to fix it as soon as possible because i have to make a lot of international calls. my cell no is 03334313934 thank u.pakistan zindabad
i just want to comment on dsl.
i belong to lahore and iam using ptcl dsl from 2 months.but iam sorry to say that my dsl is not working well from 1 month.i have also registereda complaint but no one is taking action to resolve my problem.and one thing that bi just want to highlight that the dsl line man and the officials even donot know how to treat the customers.they use harsh language hey r just bastards.i have also complaint to the ptcl officer at the township exchange that wapda town exchange officers have used a harsh language against me and not solving my problem inspite of my continous complaint to them.now iam exaushted plzzzzzzzzzzzzzzzzzzz tell me what should i do.plzzzzzzzzzz do something
my number is 5185613
and my mobile number is 03324274755
ubaid
PTCL IS UNABLE TO RESOLVE MY BROBLEM.
PH#021- 4619182
EXCH-063
CON TYPE-01
DATE OF CLOSURE-11-11-2008.
PERIOD-1203
OUTSTANDING Rs 4,959/=
My phone was locked for up-country and overseas call since last three years.
But you are sending me the bill included with up-country chares.
My cotentation is taht if my zero diling is locked and i have never requested to for up-country or overseas facility why shoud i pay the charges.
There fore,You are requested to kindly reduce the up-countary(PAKISTAN PACKAGE) charges along with the line rent after closer till date ie 11-11-2008 to 16-10-2009 and send me the bill for vclarence of dues.
Regards
Aqeel
CELL# 03212282032
The GM Operations
PTCL Islamabad
Subject: Compliant Against Repeated Break Down of Telephone No. 0425290880 Installed at
House No. 547-G-1 M.A. Johar Town Lahore
The above telephone Number has gone out of order since a week .
I have rergistered many complaints, met with the SDO of the concerned exchange and explained my problem. As this lin is on DSL my son and daughter are students of Lums university and they have lot of work on interne theier exams. are in this week and the have to do lot of work on internet and they are sufferring a lot. The line man said the your connected wire from the pole is missing and might be stolen. you know better who has stolen it.
kindly address my prolem as soon as possible. I will be greatly oblidged for this act of kindness.
Thank you
Malik Moazam Mehmood
547 G/1
M.A. Jophar Town Lahore
National Manager (Site) Pak.Telecom Islamabad
Sub: – Encroachment
Dear Sir,
A humbly request is forward to you that Front boundary wall of U-Fon (Site No. 4189 Faridabad Colony Block # 18 Dera Ghazi Khan) boasting Tower is in Encroachment one foot toward public Narrow Street.
Second; its power backup generators have abnormal sound and have high vibration, is cause of botheration for us.
From time of its construction to completion and up to now, several time complaints to site consulate office’s /Staff, but they longer on with answering as
“Bill of contractor will be not approved up to rectification of residential.”
But after a long time up to till, both complaints are as it.
Now community request to take action and remove our rights complaints before Darhana and long March.
Thanks
Colony action community
SHAFQAT KHAN Copy;
Dera Ghazi khan
1-President of Pakistan
2-Minister of communication
3- Prime Minister of Pakistan
4- Chief justices of Pakistan 5-General Secretary (Human Rights)
ptcl waly sary gando hy ma ky lun hy kangar hyn bhan ky phody hyn hamare service theak nahe hy yeh bhan lun theak nahe karty in ke bhan ko lun kuto wala in ke ma ko lun ghoro wala yeh kanjar gando hyn rat ky wakt ptcl ky office my zana hpta hy sary kanjar hyn
Salamz . I m student… and im looking For ptcl dsl around 500 rs…. now there r many people. they shared dsl with so many people…so would its possible that u can provid us ptcl dsl in 500 rs… so im sure many people will get dsl……. that my request….. so plz think about it…..
I have complain on 1218 regarding my telephone NO 02134500117 many time like on 17/8/2009 complain no is 276,19/8/2009 complain no is 1036 and 9/9/2009 complain no is 120 but as usual these are not attend by any resposible of ptcl and my telephone is still dead since last month. I also made try directly to relevent exchange and obtained no from your 1217 centre he give me a number of model colony exchange 02134116661 and i called on same answer is “Aap ka matloba no arzi toor per band hi.’
Kindly do something otherwise customebase of ptcl will shirnk time by time.
PTCL is real big trouble. As no alternatives available they have pathetic services after complaining many times on 1218 visiting exchange many times and calling them personally you will get your line fixed by you know what after 15 – 20 day if you are fairly persistent in complaining and calling them again and again. Now again in trouble and no one is visiting back..
Can any one tell a number to complain about the exchange officials?
i am also a victom of ptcl, our telephones were out of order from 15 month about 1000 time i register my complain at 1218 but no reply from ptcl.
Geo ptcl
Geo Ministry of communication
Geo Pakistan
Delivery to the following recipient failed permanently:
support@ptcl.net.pk
Technical details of permanent failure:
Google tried to deliver your message, but it was rejected by the recipient domain. We recommend contacting the other email provider for further information about the cause of this error. The error that the other server returned was: 550 550 5.1.1 User unknown (state 14).
I have also a very bad experience with PTCL.
For the last 6 months my phone tempererly discounted once in a month. As usual when i complain for the problem.
The staff assure me that the problem will be sort out within 12 hours. After passing 3/4 days of complain they says that ” 24 working hours” and not within 24 hours. HA HA HA
I am still helpless
SIDDIQ PERVEZ
Tel 021 6365423
i have also a very bad experience with PTCL.
For the last 5 months my phone tempererly discounted once in a month. As usual when i complain for the problem.
The staff assure me that the problem will be sort out within 24 hours. After passing 3/4 days of complain they says that ” 24 working hours” and not within 24 hours. HA HA HA
I am still helpless
PAKISTAN ZINDABAD
I also have the worst ever experience with PTCL customer service, even for getting a broadband, you have to follow-up on your own, and they just help you by giving the mobile number of relevant person in exchange. :(
I wonder if we have to do all the follow-up then there is no point of centralized call centre; I’m really disappointed at their customer service and the quality of DSL provided by PTCL.
I don’t think that the email support will help that much, how on earth we’ll be writing an email if we have to report an issue for DSL :), Not to mention the pethetic quality of PTCL dial-up internet!
I think PTCL should invest heavily in their customer service, if they can’t handle them in hose, they should start thinking of outsourcing it to some good company.
http://basittanveer.blogspot.com/2009/07/i-got-ptcl-broadband-for-home-1mb-link.html
I get noise in my telephone line a lot and when I register a complaint at 1218 I always get a prompt response and my the peoblem is usually resolved within a day. However, PTCL linemen are extremely rude and disrespectful. One even told me not to complain on 1218 but to come to him personally, obviously I bonked him off.
PTCL BroadBand actually has very poor service. There are lengthy outages during which you cannot browse the internet or download anything. I have these outages almost daily.
In this rainy day my telephone was dead, it was a surprise that i registered the complaint in 1218 and they resolve my problem within 24 hours . Is not amazing ?
It is really good step for improvement of Service. We hope it will provide satisfaction and immediate solution of problems to users. We must appreciate every step taken in the best interest of the user. Now its time to retain user that is only “Service” which will matter in future.
i applied to PTCL (broadband) connection and new tellefone line 5 months ago, they never came.
Appears that the email is directed to a team which monitors CS service complaints. That is why you are required to exhaust all normal means of communications such as 1218 first. If your issue is not resolved you may complain about the delay by writing to them.
I may be wrong, but this is what I understand after reading the above.
This is absolute BS. PTCL doesn’t even respond to PHONE CALLS on their helpline to resolve issues, how are they ever going to respond to EMAILS? Most pathetic CS service ever by PTCL.