QTEL: let's NOT connect

They only get ur details every time but dont act as per customers requirements. We shifted to the new house in Alsadd n I ordered for the Mozaic package 12 days ago still the connection has not been done. They dont feel resposible to call the customer n inform why there's a delay untill the customer calls on his own. They have sent me an sms about ebilling with date but why woll i pay the bill for tge services which has not been used only. Secondly they are promoting the Mozaic offers to the residents of some particular areas where Mozaic cables are not there. They dont have the complete details about the products and their availability. After the 7 days of order placed, promised for four more days n now enjoying eid holidays. God knows when they will resume after holidays and i'll get the connection done. But they are really annoying. 115 provides the worst service at all. CSAs dont know to speak confidently. I think all new employees over there. BTW the conclusion is Actions speak louder than words. So Qtel better improve ur services.

The following are weird responses, strange and funny ones to the #qtelfail Hash tag. It has marked the first civil movement, in the frame of effective citizenship to address consumer rights. It has no hidden agendas to my knowledge, I speak of my own when I say I am after nothing other than getting a service and quality in line of what I am paying for. Stop being Arabic BCC about it (in reference to the copy paste with lots of additions and words shoved in my mouth and bearing my name Arabic BBC team has made from Financial Time’s article where I was quoted)  So here goes and enjoy: 10- You’ll be locked up! Very classic response to anything that people are not used to; in fact, there was a time when people claimed that if you had your hair cut in one way that you would be locked away with your mother crying the loss of her foolish child! Look, we are really blessed to be in this Country, where responsible freedom of speech is granted.    9- You’re just after fame. Yes, I am an attention WHO** , I am Lady Gaga of the telecom anything that would satisfy that part of your silly brain where this silly thought sparked first, and you just could not stop to think: maybe I am an achiever, and yes I will be famous – Insha’Allah – but I would be for my own achievements not because of others shortcomings.8- You’ve ended your career. The person who has said this has gone as far as setting a deadline.. He looked at me carefully, starred at my nose for a while then was like: yup, 2 more years that’s all you have! My response: If what you say is true, then I would still choose to lose my job within 2 years’ time rather than lose my respect to how I was raised, to what I stand for,  and to who I am  for the rest of my life. Luckily, the chairman of where I work is the one who is promoting effective citizenship. 6- You’ll be deported. This is what I call wiki accumulated, amplified knowledge. It is .. I will shut up, but before I do. Again, we are not living in Libya our leadership and government are reasonable please live up to their standards, not to your fears. 5- You ungrateful bastard! Look at your brethren elsewhere! “How dare you? Open this tap, open this tap I say.” He yelled. “Geez I would, I would. Please don’t shoot me” I did open the tap, and he goes: WHAT DO YOU SEE? Err… Water? EXACTLY, water! Think of your brethren in Somalia and here you are talking about slow internet? I closed the water tap and said the following: Sir… Fudge you! Your brain is so convoluted! It’s like a spider’s web dark, haunted and scary. How the hell are you wired up? I sympathize, and will go out of my ways to help my brethren, does it mean that I cease to live, that I should stop dreaming? That I should refute any will inside of me to improve? And for the record, next time you pull this on someone don’t make’em use hot water.   4 – There are worse companies you know? Like insurance companies.   I do not crash into objects everyday… wait that’s not true. Look, I use Qtel more often so, they are in my face round the clock. GET IT?   3 – Stop exaggerating. When was the last time you have paid your bill? Daddy’s girl: Daddy pays it. Me: When was the last time you have downloaded a huge file off the internet? Daddy’s girl: I downloaded a song in 3 minutes time. Me… ….. Daddy’s girl: Why are you quiet?   Daddy’s girl: this is rude you know? TALK! Me: I was silent for only 2 minutes, so 2 minutes is a long time after all? Plus the internet has larger entertainments/ knowledge to offer.    2 – Great Qtel is so in tears because of the un witnessed financial damage. Here:  and I poked him with a needle. Hairy guy: WTF! WHAT THE HELL IS WRONG WITH YOU? Me: that did not kill you now! Why are you flinching?  Here let me poke you again. Hairy guy: STOP IT! Me: must I explain everything physically people for you to get it? Hairy scary guy Qtel is acting just as you would. Needle pokes are short lived but painful, but the memory of the pain is ever lasting. That’s why we have boycotted Qtel, with the hope that they do not suffer from ADD.    1 – It’s a conspiracy fool, and you have fallen for it.  Now, that just made me fall out of my chair. I stood up again and asked: My, would you care to explain? Serious guy: by all means, you see this has been a drill by secret service to measure the aptitude of young Qataris and their willingness to participate in revolutionary acts. You have to admit, you have been outplayed, outsmarted and game is over. They have got what they wanted. Me: eyes wide open. HEY HEY… Serious guy: what? Me: What the *#*# are you on? What pills have you been popping lately? This drill of yours includes ruining bad network coverage, unheard of fees, and treating us like slaves instead of customers for years?  I have to say this is quiet an experiment and the scale? On a national level too! Serious guy: it’s ok . Calm down now, I do not blame you. Me: I hereby announce you as the mayor of ConspiracyVille! You have to make money out of this imagination please. I will buy you a ticket, I will sponsor you and together we can have the sequel to “12 monkeys” I know what we will call it : 12 monkey + 1 ß you’re the special one. p.s: the truth about point 7IT HAS BEEN DELETED … IT’S A CONSPIRACY :)

Finally a civil society movement :)

Qataris vent frustration on telecoms group

By Abeer Allam

http://www.ft.com/cms/s/0/54888140-b209-11e0-a06c-00144feabdc0.html#ixzz1SZe8ALww

Published: July 19 2011 17:55 | Last updated: July 19 2011 17:55

Qataris, not known for public displays of discontent, have launched what they described as their first ever civil society campaign – against their country’s main telecom provider.Using social media such as Twitter and facebook, several hundred users vented their frustration at the country’s main telecom provider, Qtel, calling for better coverage and cheaper prices. Under the hashtag #qtelfail, they urged customers to switch off their mobiles for one hour on July 7.

”Qataris have a reputation for being complacent,” says Abdullah al-Athbah, a Qatari columnist who participated in the campaign. “With everything going around us in the region, people feel they can be part of pushing for a change in the attitude of service providers, customers‘ rights, a strong regulator and a quality service for the price they pay.’’ Many users, fearing retribution, were reluctant to publicly condemn the company or worried about being mistaken for challenging the regime, the campaign organisers said. ”Young people were saying we are going to get locked up if we talk about it,’’ says Raed al-Emadi, 32, a social entrepreneur. ”But this is the country associated with the Arab revolts and al-Jazeera, the company cannot stop us from demanding better service because it bears Qatar’s name. We are happy with the political setup, we are not happy with the service.’’The campaign, which activists claim was a success, reflects a growing sense of power among educated Qataris and, with the world’s highest per capita income at $90,149 per year, entitlement to infrastructure that matches their country’s wealth.But it also provides an insight into how politicised ordinary people have become after seven months of watching live Arab revolts, particularly on the Qatari-owned al-Jazeera. The politically-charged language used to describe the telecom company’s early reaction to the campaign mimicked that used by Arab activists against their outgoing regimes. The organisers complained that the state-owned company acted like a ”corrupt regime”, sending ”online thugs” who accused the organisers of defaming Qatar and being agents for ”foreign entities,” referring to Qtel’s competitor, Vodafone. The initial reaction of Qtel, whose representatives called the editor of Al Arab newspaper, where Mr al-Athbah works, to question the motives behind the criticism, is typical of Arab dictators who do not understand the “economic revolts” brewing in the Gulf, campaign organisers said. Qtel eventually met with the organisers to discuss their complaints. ”This campaign has been beneficial for Qtel, since it has encouraged an open, transparent debate both externally and internally about how we can get closer to our customers, and how we can serve them better,” a spokesman for the Qtel said in an email. The campaign organisers understand that the boycott is not likely to dent the profit of the company, which has 17 operations worldwide. But they wanted to ”poke” the giant. ”We wanted to change the mindset of these companies,” said Mr el-Emadi. ”They are not used to criticism. They say `be grateful, look what Somalia looks like’. That is not acceptable, we compare ourselves to the US.’’ The campaign could have wider implications. In recent years Qatar’s ruler, sheikh Hamad bin Khalifa has promoted education, economic reform and hosted in Doha, the capital, televised debate on thorny regional issues. Qatar‘s support of Arab revolts and ownership of al-Jazeera, partially credited for speeding up the fall of the Tunisian and Egyptian presidents, boosts Qatar’s image abroad, but also highlights an irony at home: with no elected parliament, civil society or free press, the country itself is slow to embrace democracy. Qataris complain that al-Jazeera rarely if ever discusses local issues. While last week the channel gave hour-long coverage to a Saudicampaign to boycott a dairy company, they rebuffed requests from Qataris to shed light on their own campaign, Mr al-Athbah said.Still, demands for political reforms are muted and confined to online forums or private meetings and as most of the society is not politically active. But the country’s self-promotion could eventually backfire.”If the government portrays itself as a pioneer, then it had better act like one,” Mr El-Emadi said, still referring to infrastructure. ”After the boycott the youth were cheering because they felt empowered.”

i wonder why I didn't experience any problem with qtel then I remember i was using vodafone with my cell. hehe!

While no company can really survive without exceptional customer services, in order to sustain a competitive advantage, impossible for others to immitate, I think the top managements anywhere keep it their top priority.

However in reality I don't believe ppl know about the C of Customer Service specially in GCC; mainly because who we deal with are MOSTLY expatriates; just like us.

Poor guys, overwhelmed with chores and all the non-sense in addition to face angry locals and expatriates customers. 

before jumping into boycott bandwagon; I was just recapping that soon after competition arrived Qtel not only has improved its customer service shops (atleast)  but the prices as well.

so far we have no one to compare Mozaic & Internet as only Qtel is offering it.

However, pushing the already craxy 111 agents to the limit sometime doesn't work; its like shouting at chillis server at 9pm thursday night defintely serve no purpose. He sure will take his own time to bring you already cold meal.

qtel is spending a whopping 600mn to bring fibre to our door; so that i can actually utilise my superHD TV. obviously they are spending without expecting to gain the same back within next 5 years.

There goes your tv/media woes

There are complaints regarding internet as well; I think as in the world it holds true here as well, that 80% of the bandwidth is being used by only 20% of the cyber junkies; unfair to the rest of us right

If you follow the news; qtel is deploying a internet policing, fair usage policy and control server to monitor and cap few such users to be able to serve all with better quality and coverage.

Have you noticed any improvements in browsing experience; thats to a multimillion deal with Microsoft, Google & Acami to deploy Cache servers here in Qtel doha, to drastically improve experience also to enforce SAFE Searchs.

Mobile coverage and broadband issues are common across all over doha; its because they are upgrade the frequency plan to support LTE; i.e. to get a 100Mbps on your LTE compatible mobile or laptop or dongle. impressive, isn't it. 

by the way nothing grows here except natural gas/some oil; all technical advancement come from the west, deployed by the asian/expatriates, operated by mix of all ..  its sometime too high to expect a grea quality of service from a service provider here ..

or if you really want to blame; blame yourself why you are here ;)

look in the mirror and shout at yourself ... and then Laugh 

OSN Marketing Team 

Can you please send us your contact details and we can raise this to customer service? thanks 

I hope they make things better. My mozaic isnt working since 2 days, called Qtel 3 times yesterday and every time they tell me they cant register my complaint because, complaint system isnt working and to call after 1 hour, only to receive the same reply.

That's fine :) We've already sent your case to customer service yesterday and they are currently going through your case. We will keep you posted. Thanks!

Venue: Qtel Tower West bay 15th floor. Time: 10:00 AM – 2:00 PM Attendees: 8 random Qtel Subscribers (names are unimportant) Focus group session was carried out by a 3rd Party with Qtel’s executive management available only to observe and hear without commenting or interfering. It was on the The following are list of topics that were discussed, and they remain proposals or areas for Qtel to look at in order to adapt, eliminate or introduce. The topics were: 1. pricing - Mobile (price per sec)/roaming - Internet- fixed & broadband. - blackberry “local/international” - Reimbursing 2. Network quality. - bad quality of 2G 3G - Instability. - Dead spots. - international networks (related to roaming charges) 3. Customer care. - Mindset & attitude of Qtel employees - Waiting time a. Branches - Waiting numbers to be reintroduced. b. calling center - Qtel staff to call client in case of disconnection. - 5 minutes of a max waiting time. Option: for caller to hang up and Calling center to call again. c. Technical knowhow and authority of staff. 4. Consumer rights. - Consumer rights: - Promo ads (privacy/ minors receiving culturally sensitive SMS) - Fair usage policy - misleading promotions - Positive points were: o the harmony all participants had “u guys, group hug :p “ o Various opinions. o practical approach #Qtelfail WHAT NEXT? Please tell me this all was not in vain! The COO has committed to 3 weeks’ timeline to produce an action plan that contains short med and long-term action items. We have commented that we will continue #Qtelfail until Qtel reflects the will to change for better in Pricing as well as Quality of services & products. Until then, we will continue with highlighting our problems to Qtel, we remain skeptical but optimistic. Let us keep tuned. You should be proud not of those who attended, we remain insignificant, but be proud of your own voice and your own well cause you matter the most. Sincerely, Your everyday Qataris   

Can't send my contact number through here but you have it tied in with that case number so please don't pretend you don't! This is exactly what we are all saying.,.. the left hand never knows what the right hand is doing in Qtel. I am sure you will be able to find the phone number Mr Qtel. If not, I guess we will all know that the "case number" means absolutely nothing! :(

We can definetely help you out. Thanks for providing us with your case number can you also please send us your contact number as well? Thank you :)

This is yet another sad & sorry tale from an Aussie about Qtel internet service....Looking at all these comments makes me feel a wee bit better on the one hand knowing that there are actually other people out there having problems with Qtel and I am not the only one! But on the other hand it makes me weep to think that our continual complaints to Qtel about our atrocious internet service are all for nothing and judging by the feedback here, may never be improved or fixed!!Ever since we moved to our villa on 1 Sept 2010 we have had so many internet problems - either disconnecting altogether or going so slow it's worse than dial-up - and as you all know... we are paying premium for faster cable internet here in Qatar - what a joke! We also had so many problems with pixelating & freezing in Mosaic TV that we gave that up and went across to OSN - not a problem - quick installation and so happy with their service! Kudos to them!I called customer service yet again late yesterday afternoon (9th July) and got the usual speel by a dear "don't worry madam" male representative who continually tried to reassure me that once and for all they will fix our internet problems - seeing as he was obviously looking at our file of ALL our complaints about the same problem continually occurring... yadda yadda yadda.... I have wasted so much time on the phone trying to get this fixed but to no avail. And to boot, just after receiving the usual Qtel text (& I have saved them ALL) I get a phone call from the "Qtel automated wretched affront to humanity survey" (you would think they could at least have a human do that!) wanting to know about their customer service??... obviously I gave them average on all points except the last which was the overall - really hit them with the worst as my choice! haha Not that it will mean a damned thing!So Mr Qtel "QL snooper/observer/helper person"... hope you see my msg here too and contact me offering to finally give me some real customer service and FIX MY INTERNET!Feel free to send me a msg - I will check for it...or let me know who to call...Totally-miffed-with-Qtel-Aussie! Oh, by the way... my case reference number is 221339 and its under process - PLEASE don't refer me to customer service... I need REAL help to sort this out - is there anyone in Qtel that can fix it? Doubt it! :( 

I agree timebandit.  We need more, not less competition.

 Capitalism here in Qatar is different, because businesses are all licenced. Virgin Mobile was unable to open here in Qatar without hiding within Qtel, and even then Vodafone successfully defended their agreement that there will only be two mobile networks in Qatar for.... errrr... can't remember but I think they still have a couple of years left before any further networks can start up here. Thus my chosen provider (Virgin) was shut down, and I was migrated over to Qtel, which was a shame because Virgins products suited my requirements. There are plenty of network providers who want to come to Qatar. And if they were allowed to do so, then capitalism could run its course. The company offering the best products, reliability and service would become dominant, and companies that do not pay enough attention to their customers would loose out. Elsewhere in the world there are monopolies commissions to protect consumers from monopolies. 

So if capitalism and competition do not eliminate monopolies, then how do you propose eliminating monopolies?

My personal opinion is that your argument is not valid

the fact is that capitalism leads to monopolies than competition. This has been proven in the shrinking of the size of the petty bourgeoisie. The connection is the fact that people complain about monopolies such as Otel, yet this is the natural outcome of the system they would die for to preserve. If you want this economic system  - then dont complain

 Zeitgiest you just caused me to Google:-In sociology and political science, bourgeoisie (adjective: bourgeois) (pronounced: bor-zhwa-zee) describes a range of groups across history. In the Western world, between the late 18th century and the present day, the bourgeoisie is asocial class "characterized by their ownership of capital and their related culture."[citation needed] A member of the bourgeoisie is a bourgeois or capitalist (plural: bourgeois; capitalists).But I still don't know what you are getting at :|

as predicted the size of the petty bourgeoisie has contracted over the last 100+ years

No I don't work for Qtel (before you ask)

Just checked out the new Qtel website. Much better. Also this may be of interest to Shary Value customers:- Backstage application and social networking promotionFor ALL Shahry Value Pack customers – free music and Social Networking until 31 August.All new– or current - Shahry Value Pack customers can get – at absolutely no extra cost – access to unlimited music downloads AND 9 Top Social Networking sites from 1 June until 31 August 2011.Unlimited Social Networking also represents another cool offer where Qtel is the first in Qatar to give you browsing, updating statuses, posts and chat with your friends on 9 of the TOP Social networking websites (Facebook, Twitter, Orkut, Friendster, Maktoob, Myspace, Flickr, Qatarliving, Qatarshares).Unlimited Music is offered through our Backstage service. Developed  in collaboration with the world’s music giant Universal Music, Backstage includes the latest music tracks from top Arabic, Western and Bollywood performers..  And with Backstage, you can download as much music as you like with no data fees. What’s more, only Backstage gives you access to new music before anyone else so you can listen to the latest hits first!Check out Backstage Then follow the instructions on ‘How to join’.  You can also text the word “BSP” to 92973 to subscribe and receive instructions on how to download the Backstage application on your mobile. Don’t forget you can access all music genres with unlimited downloads - at no cost to you - until 31 August.  After this time, if you want to keep enjoying the benefits, then each month after August you will be charged the monthly fee for your music, or you can choose to cancel the service and not have to pay anything. Live it first with Backstage! 

Now wonder if QTel and QL would agree? Sure reads a winner !

pm me your number

yea i think a Group for QTel costumer service

Maybe QL should start and offical Qtel forum....;)

We're here to help :) Let us know what you need help with!

Hi Nomad, we would like to help you...can you give us more details?

me also have a request.but then again how to trust you 

Well I PMed OfficialQtelQatar with my complaint number, and he has come back to me via PM telling me that he is going to forward it to customer service for me. Blimey!!! As I type this a call has come in from Qtel telling me my problem has been resolved already! AWESOME!!! :)

is there anything we can help you with? Please let us know! Thanks!

Can you send us your contact number as a message please? thanks!

officialqtelqatar - i just got my landline fixed this morning, after almost 3 weeks of waiting. Wondering how they did it though, no one showed up at my place. 

I changed the house and it took 6 weeks for Q tel to shift ADSL to new house, yet they charged me for 6 weeks while not providing any service.

The so-called "engineers" are technicians and i wonder if they actually have any qualifications or have just learned the things.  They would come days or weeks after you lodge a complaint.

Despite such a poor service i have no choice but to pay Q tel 1000 to 1500 riyals every month.

I filed a complaint over a week ago, still no answer.

Kind of gotten used to all the shoddy service and terrible customer care Q tel has to offer. Its pathetic really, and at times very oppressive! Best of luck on the protests..May Allah grant you, and all those involved success..Aameen! 

Bimey!! Qtel have their ears on. Quick everyone get him!

We're here to help you...can you send us your contact details and we can take this up with Customer Service.

Can you send us your contact details please and we can take this up with Customer Service for you?

Vodafone here?

Cabbage, competition brings constant improvement.

They can't do that though.What comes with competition?Flaws are highlighted and flaws are not allowed over here.Saying that - for many years there was only BT in the UK and they were *rap - so to be fair; give Qtel a chance.  

Cheers, Mike.  Having lived in several countries (including the US) I can safely say the Qtel is the worst service provider I have ever experienced.  It's also amongst the most expensive.  I'm sure there are probably worse out there, but I have (fortunately) not visited those countries. The fastest way to fix this problem is to open up the market and create real competition.  

Alright official Qtel dude:

My Internet disconnects several times every single day. I have to do my router settings at 192.168.xxxx for a manual restart. It's been over a month since this phenomenon started.

To Zeitgiest: if you think this is going to get you a promotion then carry on but in my eyes you don't seem knowledgeable. BTW I see a relevance in frenchie having lived in the States, because at least he could tell how good/bad things could work there.

I don't understand but some people have a wicked mindset on how to "support" the system.

my landline died two weeks ago...q-tel promised to revive it but nothing's been done since then - no engineer even bothered to come and check it  :-(

Although the engineers are very polite young men - most of them do not have a clue what they are doing.I reported our faulty landline - took 6 different engineers to come and take a look at it - all blamed something else.I got a text to say the 'job' had been looked at; therefore the problem 'was solved'-even before they had left the house.  However was my line working? NO.They had come - they had looked and they could not fix it - but they HAVE to say the job is finished from their point of view. I went to Carrefour got a new grey wire - plugged it in myself and the line was fixed :-/ 

Exactly.  Why support a monopoly?

dont hold back Bachus - let it all out

How is your post relevant to this topic dude?  Get back to your Qtel job.

Struggler - "I do a lot of business in the US, and I lived there for awhile too" The question still holds-  the relevance is????????

Why would you support Qtel's monopoly dude?  I'm guessing you work for Qtel then zg?

It was response another poster's question, not yours.  Yes, Rizzo, everything not about you.  Time to come to terms with that.  LOL. For the record, I oppose monopolies, and I am sorry that you support them and Qtel's continued business practices.

 Struggler - "I do a lot of business in the US, and I lived there for awhile too" and the relevance is????????  

And what?  Any thoughts on the Sherman antitrust act or the Rome treaty?

And??

legal_pad--I do a lot of business in the US, and I lived there for awhile too.

Frenchieman

Try reading a book every once in a while and learning history. You might start with the Sherman antitrust act of 1890 and then move on from there.

Are you sure you are a legal alien from the planet of the states?

I really think you need to learn what a monopoly is.  You seem confused by the term.  Any thoughts on the Sherman antitrust act or the Rome treaty?

 Monopoly capitalism and  the concentration of capital from the banking sector to food production. If you support this system - dont complain about the likes of Qtel. 

LOL.  Tell that to AT&T, Microsoft, the American railroad commission, Standard Oil, American Tobacco, etc. etc. etc. etc.  Try reading a book every once in a while and learning history.  You might start with the Sherman antitrust act of 1890 and then move on from there.  Entertaining as always  :-)

monopolies arent illegal. Look at all the acquitions and mergers thats have occurred over recent years. Open your eyes. 

It's called a monopoly, and monopolies like Qtel are the reason why monopolies are illegal in many countries, including the United States.

Brillant post, well done!!  Speak up QLers if you are unhappy with Qtel performance.

I agree but not sure boycotting will work!

Hey everyone. We're here to help all our customers. Let us know if you have any questions or queries and we would be more than happy to help you. 

Good initiative..not sure how successful it will be...

ok I am quitting for a month...:) I will be away...

Have your say QL'ers :)

I'm with this initiative. Congrats to the thread starter.

Your right floor,people in Qatar select QTEL because of NO Option at all.I wish Qtel management able to read all of these comments. so they will start their assesment towards better service.insha-allah. 

just look at this, when you pay your subcription fee, it's a month advanced.  Aside from that you are billed double on the first billing.  But if you will cut your service on your cut-off date, you still need to pay a month bill!  And it really makes me WONDER!  But do we have another option? The best one can do is rant here and just let it pass!

also me and all my family

I'm boycotting Qtel alreadyI'm Vodafone  

How long before another player is allowed to come?

If there's other network available here who can provide the same services, I'd rather go for it. It's just so happened that they are the only available here.Well, its not too late, I still hoping they will improve the quality of service they provide and focus on consumer's satisfaction not their own satisfaction. Hope they will not wait for another player to come.  

Ohh Dear me!

I hate Qtel, but Vodafone have their own issues. Anyway good luck with your protest.

Guess what! They do.

Check out The #Qtelfail on twitter with contributions from Adel Al mutawa ( executive group director, group communication QTEL ) & other Qtel social media team.

While I don't see the boycott as feasible , I think QTEL must seriously consider its degraded customer services & inflated prices

as if Qtel cares a hoot :)

I will switch off my Mobile to let Qtel get my msg clearer!