Quality of QTEL - as a Service Provider
Hi friends,
I feel the quality of QTEL as a service provider is very low. They might be trying their level best to increase, but sad to say...they are no-where.
I had several bad experiences with them, however, not thought about penning it down in QL. But now it’s quite horrible, how they treat me as a Customer!
I took landline + ADSL in my house and the connection took around 20 days! That time they told me there is no Mozaic Services to my area (Abu Hamour) and hence, I cannot apply for that. Now its 3 months passed and as advised by the gentleman in QTEL (while applying), three days before I called “111” and checked about the “Mozaic” Services. One lady (very politely) attended my call and confirmed that Mozaic Services are available and I can apply for that. I applied. They took my Qatari ID number over the phone and my QTEL mobile number and confirmed that my application is submitted, I will be contacted on my mobile number!
Above is just a “Preface”
Now the story beings.... Just one day after my telephone application of Mozaic is confirmed; my INTERNET connection went down!
I called “111”, they asked first which “ADSL router” that I am using (seems it’s a SIN to use any other better brand/model ADSL Router than QTEL Supplied). I confirmed that QTEL supplied equipment is connected. Then they asked me the “colours” of the lights on each line! On my reply they confirmed me the line charge is OK from their system --- May be any Upgrade is going on in our area ---- Hence please wait for some time, it will be ok.
I waited for one day. No Internet Connection. I called again. This time the agent confirmed that no Update is going on in my area. To check they transferred my line to “Technical team”, which never picked up even after holding more than 20 Minutes! What I was hearing all this time was “self-glorification” statements of QTEL and a stupid statement saying that “my call is very important to them and hence to hold”. I called again “111” then one Arabic accent gentle picked up and I narrated him about my experience -- quite funny his advice was -- -“JUST PUT YOUR PHONE ON SPEAKER AND HOLD” -----
I not a newbie to Internet and configuring the networks. When I checked the QTEL Router configuration, what I feel is on my application they might have activated my Mozaic and the signal which is coming now to my house cannot be decoded with the equipment supplied to me. They fixed my appointment for Mozaic on 06th Dec 2011 (I don’t know whether they come on that day, this appointment date information I got by checking 115, and no mobile confirmation). I feel like till they come and change my equipment, my Internet connection cannot be up.
I cannot understand they what type of Quality service they are providing. Their Process Study and Work Arrangement is so useless.
I wish if any QTEL staff with useful brains are here in QL may read this and look into this and help me out.
QTEL do not have a method of getting feedbacks from their Customers on their Service Quality and ensuring that those are attended in their Organization. They improved a lot since they started, but they pace is very low compared to the profit that they are making and toll that they are taking on their Customers.
They should know that – They are in Service Sector – where customer is very important. Mere advertisements in various national dailies will not increase the image and goodwill of the company. You should have your Customers “YES” for you.
Qtel should take some tips from UAE (Etisalat) where things are up and running the same day of your application and no ups and down....just as they are expected to be. And I have been hearing about this fibre optic cable laying for quite sometime...for such a small country how long does it take to do that...but seems "trying' is the word to watch out for.
@m_gatchalian: This sounds like you received the version 8 Qtel router by Thompson. The Moziac installer who came (3 months after ordering) told us that he had non-stop problems 'across the board' with that version in ALL of his installations. Actually doing each installation was taking over an hour each, instead of the usual 15 minutes +5 for testing the outside box. He took 1 & 1/2 hours to get ours to work, and the internet portion kept failing every few minutes. Finally he couldn't get it to stay up, but as his portion was mostly Moziac, he told us to call tech support to send a full tech to troubleshoot it.
Specifically he told us that the problem was not the service, it was the website-blocking special router configuration done by Qtel. The version 7 that I still had from before, worked fine but the Moziac sometimes went down. He said that with the version 8 the internet rarely stays up long, but the internet speeds were much faster than the v7.
Personally trying both, I retired the v8 as useless hardware. Only a month ago did the v7 give disconnection problems, and a tech came and upgraded the firmware which fixed that. Now if only Qtel would stop turning off/on subscribed channels and blaming it on the channel providers (who controls Qtel hardware if not Qtel?!) we might be happier. So far monthly headaches for various charges not requested or applied properly, and the missing channel game = not happy with Qtelzilla...
"Q-tel trying to complete the Fibre optic cable installation all the areas. Once this will finish, we will get the clear connectivity." (*watches as Qtel laughs all of the way to the bank with your contract*)
Q-tel trying to complete the Fibre optic cable installation all the areas. Once this will finish, we will get the clear connectivity.
@Mike Shamrok, Is this "Consumer Protection Department" is in QTEL or outside QTEL?
After my installation today the young chap put me on the phone to a customer service representative, soundly likely a Qatari (or Arab lady) Asking if I was happy with the service provided.. Did I have any options than to say was ok Shukran!
Thanks to a Good Friend installation was moved earlier..:)
gatchalian have you ever tried reaching out to the consumer protection department? I'm a bit curious about that.
My friend... you are not alone! I suffered almost exactly what you suffered, the only difference is my internet line is not totally down but is just going down every 20-30 minutes and will be back after 5-15 minutes. And this is happening for more than a year now. First 6 months I have been calling calling 111, then they will pass me to technical department... sometimes somebody will answer sometimes nobody will pick up the line after 20 minutes of waiting... there was even a time i was calling them everyday for the same issue.... someone advised me to personally file a complaint in their offices instead of calling 111... finally... I GAVE UP! just have to bear with this 20-30 minutes connection, then out then back again.... by the way, i never had this problem when we were having telephone connection and adsl only... it just started when we applied for the mozaic. and i have heard same problem from an officemate, their internet problem started when they had the mozaic too.
My friend... you are not alone! I suffered almost exactly what you suffered, the only difference is my internet line is not totally down but is just going down every 20-30 minutes and will be back after 5-15 minutes. And this is happening for more than a year now. First 6 months I have been calling calling 111, then they will pass me to technical department... sometimes somebody will answer sometimes nobody will pick up the line after 20 minutes of waiting... there was even a time i was calling them everyday for the same issue.... someone advised me to personally file a complaint in their offices instead of calling 111... finally... I GAVE UP! just have to bear with this 20-30 minutes connection, then out then back again.... by the way, i never had this problem when we were having telephone connection and adsl only... it just started when we applied for the mozaic. and i have heard same problem from an officemate, their internet problem started when they had the mozaic too.
Qtel is the worst service provider I've ever had :-/
Qtel and Quality? you must be kidding!!
Have the same bad service experienced from Qtel... Sorry to say but once you have the Mozaic TV connection, don't jump for joy... you will experience problem with connection from time to time... Mozaic TV connection is not yet stable... we experience losing the channels at least 2-3 times in a month... and to get the channels back you need to call Qtel and wait... wait... and wait... the last time, we waited for 4 days to get the channel back.
We also experienced problems with the billing, they are including channel package that we did not subscribe for and charged us. Once you complain, they will say, "ok we're going to remove those channels but you still have to pay". We did not ask for those channels but we are being force to pay for it. We also, came to a decision to unsubscribe for the Mozaic TV but we're told that we are under contract for 1 year. To unsubscribe, we need to pay some charges... blah blah blah...
THERE IS NO RELATION BETWEEN QTEL AND QUALITY,,,,
GOODLUCK TO ALL QTEL USERS,,,,
really
While I keep all your sentiments at utmost respect...
On a Light Note...
Geeeesus, no wonder they say, the Service Industry Sucks... unless you are a Prostitute :P
Nobody is EVER HAPPY With you right... :)
As I said, the above comment was not to negate or Diss your emotions / frustrations but only to put a small smile on you...
:)
O and as for QTel, welcome to Qatar :) You get these Ups and Downs from the Service Industry here, whether it is Automotives, Telecoms, F&B, anything to everything from time to time you do get a quick reality check :)
maranatha, I had the same experience when I first applied for Mozaic TV, then after several weeks, moans and complaints we had it installed... things have gotten better in the long run especially since I had to swtich my service into two different locations and Qtel has always been able to respond in a timely fashion. According with some friends who have been living here longer, their service has improved now that there is some competition but all in all, never expect the best quality of service in countries with monopoly economies.
Thanks, I was not aware that I can post this on Qtel fb, will try to do that. Currently I do not have fb access from this line, and my hse internet line is disconnected as well. Will try from some I/Cafe...
'Welcome to Qatar TeleCom, Expect the Worst!'
there are some qlers. just wait.
why dont you post this in qtels facebook page....