Sri Lanka Telecom says “antharjala sambandhatha” and internet connections are not the same!

I’m writing this just for the record. (And also for kicks) I don’t know whether I’ll be able to post this or not, because Internet access looks almost impossible at the moment :-( Here goes the report :

I first noted that the ADSL connection was failing on the 8th of this month. I waited for one and a half days before making a complaint.

Then, I made my first complaint through the usual hotline, that is 1243, on the 9th of October. That wasn’t the only complaint. These are the reference numbers and exact dates of my continuous reports/complaints:

Report No 1 – 9 October 2007 – reference number 2895755
Report No 2 – 10 October 2007 – reference number 2900077
Report No 3 – 13 October 2007 – reference number 2911063
Report No 4 – 17 October 2007 – reference number 2930169
Report No 5 – 20 October 2007 – reference number 2943623

Today is October 21, 2007. Nothing has been done so far. I was unable to use my ADSL connection for more than two weeks. It was disconnecting again and again.

And finally, I got a call from the Sri Lanka Telecom(SLT) yesterday. The person introduced himself as Mr.Gunaratne from the Kegalle branch.

Mr. Gunaratne : Sir, is your phone line working well?

Me : Well, it isn’t . Don’t you know what’s wrong with this line? I made several complaints about ADSL and the phone line. I assume you have those complaints with you by now.

Mr. Gunaratne : No sir, I just got a notification that the line has some problem.

Me : Well, I made my first complain about the ADSL on the 9th of this month. So far nothing has been done. ADSL isn’t working. And there’s a noise in the phone line too.

Mr. Gunaratne : No sir, you have reported us only today. I don’t see any complain before the 18th. I’m looking at the computer right now. It can’t be wrong. Since today it Saturday, we might not be able to fix this, but I will try. If it doesn’t work, please call again on Monday and let the regional office know about the problem.

Me : What? you can check it if you want, I logged the first complaint on the 9th. Now it’s been more than two weeks. I want my internet connection fixed.

Mr. Gunaratne : No sir you haven’t made any complains or reports before the 18th.

Me : I DID CALL THE USUAL HOTLINE 1243! They have it recorded there!!!

Mr. Gunaratne : I’m afraid there’s no such number. You should report it to 1241! I don’t know any 1243 number…

Me : You can;t be serious! That is the official number of the SLT for ADSL related complaints! And you are representing them, aren’t you?. I’ve been calling that number ever since I started using SLT internet!!!

Mr. Gunaratne : Uhhh, no sir I don’t think there exists such a number, we don’t have such a number. Uh, mmmm, let me check….(I hear him talking to someone else. Then he gets back to me) well sir, I’m sorry the number exists, but that is for Antharjaala Sambandhatha. Not ADSL

Me : What are you talking about mister? Antharjala Sambandhatha is the Sinhala term for Internet Connections and that is the CORRECT hotline of your company for ADSL and Internet related issues!!!!

Mr. Gunaratne : (ignoring what I was saying) Well, I’m afraid sir, we haven’t received any complains from you other than the one on the 18th. Now all you can do is wait until Monday and inform the Kegalle regional branch. I’ll try my best to find our maintenance people and get it done before 5.00 pm today. If they are not nearby, you will have to wait until Monday…..

blah blah blah, blah blah blah, blah blah blah, blah blah blah, blah blah blah, blah blah blah…………………………………………

Since he firmly maintained that I haven’t made any complaint before the18th, I called the 1243 number again and asked for all the details. They confirmed that my complaints were recorded and transferred to Kegalle branch on the same day. But then, the day was ending. There was nothing anyone could do. Now I have to wait until Monday, because they don’t work on Sundays. But, were they working during week days? I can smell a fabulous week ahead…

6 thoughts on “Sri Lanka Telecom says “antharjala sambandhatha” and internet connections are not the same!

  1. Glad to see you posting again – sorry to hear of the absolute madness in your quest for customer service! It made me angry just to read it – I can’t imagine living with it for days and then having that insane conversation!

    1. Yeah, it’s very annoying indeed. I’m surprised that it didn’t get disconnected this time. I’m still online after the post :-D It’s behaving very strangely :-(

  2. I completely dread having to call any type of ‘customer service’ line.
    The phone companies and internet ones seem to be the worst to deal with.
    Hope you are able to get it fixed.

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