TriBand Billing Anomalies

To: helpdesk.mumbai@mtnl.net.in
cc: billing.helpdesk@mtnl.net.in


Sub: TriBand Billing Anomalies Phone No. 2368**** A/C No. 20********
Dear Sir,

I am a user of the TriBand ADSL broadband service provided by MTNL. My particulars are as following:
Name: Sanjay R Mehta
Tri-Band TelephoneNo. : 2368****
Tri-Band A/C No.: 20********
Tri-Band Plan: DSL 590 NU
Exchange: Malabar Hill

As the plan I have opted for is 590 NU or 'Night Unlimited' , I should not be charged for the night usage, however, on checking my session history, I found a number of errors as follows:

1. There have been repeated entries for the exact same time period, (sometimes with the exact same download and upload figures). This occurs regularly, with sometimes upto 6 repeat entries..

2. There are cases where the time period even though being totally in the night time (12 to 8am), MB's have been counted

3. And can you please clarify as to how is it possible to download about 100 to 300 MB's in less than 2 minutes? These are clearly MB's downloaded during the night period, as you will notice that the time period shown is always just after 8am.

What is the point of taking this 'NU' scheme, if I can't download at night without worrying that I might be billed for it?

Please note that I know that I have to reboot the router during the starting and ending (12am and 8am) of unlimited period and have been doing so.

I urge you to kindly look into the matter as early as possible.

Thank You.


Yours Sincerely,
Sanjay Mehta



>From: selvi@mtnl.net.in
>To: franksmehta@hotmail.com
>Subject: Re: Fwd:
>Date: Tue, 18 Apr 2006 17:39:29 +0500
>
>
>
>Dear Sir,
>
>On examining your session details from 1st March onwards, it is very
>clear that you have NOT rebooted your router at 00 and 08 hours.
>All your sessions either start before 00 hrs or end one or two hours
>later than 08 hours. In such a scenario you will definitely be billed
>proportionately. Our server receives the total downloaded MBs only
>after you disconnect your session. Hence even if you have completed
>downloading well before 08 hours the server would not know.
>
>You may also see that sessions which have started and ended within 00
>to 08 hours have not been billed.
>
>Hence we insist that you reboot your router at 00 and 08 hours to
>ensure correct billing.
>
>Regards,
>
>Mrs I E Selvi
>SDE (Internet)
>MTNL, Mumbai
>Tel: 24329434
>Fax: 24329484
>email: selvi@mtnl.net.in
>
>----- Original Message -----
>From: register@mtnl.net.in
>Date: Monday, April 17, 2006 12:14 pm
>Subject: Fwd:
>
> >
> >
> > Dear Sir,
> >
> > Thanks & Regards,
> >
> > SDE (Internet Reg'n)
> > MTNL, Mumbai.
> > Tel: 24329434
> > fax: 24329484



>From: Frank Mehta
>To: register@mtnl.net.in
>Date: Mon, 17 Apr 2006 05:21:54 +0000
>Dear Sir,
>>
>>I am a user of the TriBand ADSL broadband service provided by MTNL.
>>My
>>particulars are as following:
>>Name: Sanjay R Mehta
>>Tri-Band TelephoneNo. : 2368****
>>Tri-Band A/C No.: 2************
>>Tri-Band Plan: DSL 590 NU
>>Exchange: Malabar Hill
>>
>>As the plan I have opted for is 590 NU or 'Night Unlimited' , I
>>should not
>>be charged for the night usage, however, on checking my session
>>history, I
>>found a number of errors as follows:
>>
>>1. There have been repeated entries for the exact same time period,
>>(sometimes with the exact same download and upload figures). This
>>occurs
>>regularly, with sometimes upto 6 repeat entries..
>>
>>2. There are cases where the time period even though being totally
>>in the
>>night time (12 to 8am), MB's have been counted
>>
>>3. And can you please clarify as to how is it possible to download
>>about
>100
>>to 300 MB's in less than 2 minutes? These are clearly MB's
>>downloaded
>during
>>the night period, as you will notice that the time period shown is
>>always
>>just after 8am.
>>
>>What is the point of taking this 'NU' scheme, if I can't download
>>at night
>>without worrying that I might be billed for it?
>>
>>Please note that I know that I have to reboot the router during the
>starting
>>and ending (12am and 8am) of unlimited period and have been doing
>>so.
>>
>>I urge you to kindly look into the matter as early as possible.
>>
>>Thank You.
>>
>>
>>Yours Sincerely,
>>Sanjay Mehta
>>
>
>
>


i understand very well that one has to reboot the router....but have you ever asked your call centre(1504) executives why they say "Dont restart your router."
also i would want to mention that in the months of november and december i had the same usage habits and restarted the router in the same way that i have been doing everytime, then why wasnt my bill for those two months as big as as it is in the following and preceding months?
besides i also want to mention that the internet used to go off for 2 minutes before 12 am and 2 minutes after 8 am..why has that practice been stopped?with that the bills received used to be normal and the same must be continued.
this clearly looks like a faulty billing system and my friends abroad who have adsl connections do not have to restart their routers so often.tell me even one minute earlier than 12 am if the user restarts the router and your server recognises that before 12 am then why should the user pay for the fault of the server....its the duty of the server to restart the user's connection at 12 am and 8 am(like it used to happen in the months of november and december)
also i would like to tell you that i have restarted my router everyday and if you say that i havent done it everyday then why does the usage show that every possible day 400-500 mb has been downloaded?
i must have gotten it right at least once in the last 6 months....never does the usage pattern show a time that is 0005 hours and 805 hours(the time i restart the router everyday by manual or automated procedure)
i clearly state that the allegation for not restarting the router is wrong and clearly a ploy to defend your faulty billing system(which i have harm in admitting, was right for the months of november and december)
also till date the call centre executives at your broadband complaint office say NO to changing the password and also NO to restarting the routers.why are they misleading the consumer?
does mtnl have such a weak billing system?
with so many triband connections can mtnl afford to give such a pain to the customers?
wy should we have mental trauma and financial stress everytime we sit to download something in the night(between 0000 and 800 hours in the DSL NU scheme as promised by your various advertisements and your own website)
i want an answer to this and fast because i have to pay my bills
i cannot stand my telephone line being cut for no fault of mine and cause undue trouble for the other people at home because of your faulty billing system
this is not like any other letter i will also be faxing you a letter from my attorney Mr. Markand Gandhi(B.A.L.L.B.)which clealry states that if this problem is not resolved amicably then we will have to move on to higher authorities.
thus we request you adjust my telephone bill according to the charges i have to pay for the telephone calls and the internet rental and NOT include the usage for now until the matter is resolved, in such a way that the bill is paid and the telephone line is not cut...


yours sincerely,
sanjay mehta