I have been using PTCL broadband internet for like 1.5 years now. Before that, I had used Wateen Wireless for more than a year. If I remember correct, I applied for a internet connection on the day when Wateen service was started : )
So basically, I had some ok amount of experience with both these ISPs. I know that things have changed a lot but one thing hasn’t changed : ) I am talking about the support that both these ISPs provide.
First I will like to talk about Wateen:
From day one, I have been calling Wateen support. Mainly because I had signal issues in my area and that was causing problems like: slow browsing, disconnections etc.
You can read more about my experience with both these companies in this comparison:
Whenever I called Wateen support, I was able to speak with one of their representatives in a matter of seconds. This really is a great feature about their support.
We do not have to wait on the line.
Most of the people with whom I have talked, were very nice and helpful.
Unfortunately, [I personally think that] the level of knowledge that their support representatives have, is not very high.
One day, one person tells me that the answer to a Question A is True: then the next day, another person tells me that the answer for the same Question is False. I told the second person that yesterday, some other person told me a different story: he said that may be that person didn’t really know the correct answer.
We cannot expect such thing from one of Pakistan’s top ISPs. I think Wateen should train their support personals in a way that all of them know exactly the same and the correct information.
Also, the issues that I was facing were because of the low signal availability. I myself had managed to found this information after months of using/getting frustrated with the internet : )
The worst thing that happened was that some sites used to open where some did not and then another one was that sometimes the internet will work for 3 minutes and then it would stuck and then after few minutes, it would start again: wow, that really was just great…
Every time I called Wateen support, and told them that my internet is not working, the support person will tell me the same old story. They told me to clear history, restart device etc. Nothing solved my problem.
Anyway, every time I told my problem to the support person, in their reply, all of them will say the same thing: they would simply work by the book and failed to solve my issue. I told them that I am getting only 1 or 2 bars [signal strength was 0 or 1 or at most 2 bar out of 5 bars] in my device and asked them if this would be the issue?
They said no: even in low signals, the internet should work correctly.
At least their support consider your complain seriously. They even informed their field engineer in my city many times to visit my house and check the issue.
Unfortunately, the field engineer also failed to solve the problem: he also said that low signals are ok.
Anyway, here are the main points:
Call Wateen Support just now and within few seconds, you will be talking to one of their support representatives : ) Their support response time is great.
You do not need to wait/hold on phone.
They will take your complain seriously and will even send official personal to your house to solve any issue you may have.
Their support representatives talk very kindly : )
Sometimes, Wateen support person will just not understand your issue. May be because they just work by the book which is ok: but what if in the book, a solution for your issue is not included? : )
Here are points I will give to Wateen Support:
Dialing numbers to reach a support representative : ) 0 out of 1
Waiting time after pressing the key to talk to a representative: 3 out of 3
Seriousness in solving customer issue: 2 out of 2
Amount of knowledge they have: 1 out of 2
In the end, will your problem be resolved: 1 out of 2
So in total Wateen Support get 7 out of 10 which is pretty much ok : )
And off course, this is just my personal opinion : )
Now let’s talk about PTCL support:
Oh man, I am grateful that I don’t have any internet issues with PTCL which I had with Wateen: if I had any of such issues, then I had to call PTCL support which would be a Real Pain : )
In total I have called PTCL support for like 10 or so times. Every time I call them, I have to wait for a long time before a representative was available to talk to me.
Few weeks back, I wanted to speak to their support personal so I tried to call them. In my first try, I waited for 8 or so minutes and no one was available: this is the time I waited after pressing the key to talk to the support person.
Then I tried again: this time, I waited for 15+ minutes, hearing the music : ), but again, no one was available.
Then I tried the next day and the same thing happened. After waiting for 15+ minutes, no one from PTCL support was available to talk to me:
The first time I called was when the internet stopped to work completely: in response, I was told the PTCL had some issue at their end and that things will get to normal in sometime. This call lasted for few seconds only but I did find the answer to my question : )
The number of PTCL support personals seems to be limited but their level of knowledge seem to be high.
If they are unable to solve your issue, then they will let you talk to one of their Senior Representatives:
Different numbers you need to dial in order to reach a support person: 0 out of 1
Waiting time after pressing the key to talk to a representative: 0 out of 3
Seriousness of support persons to solve our issues: 0 out of 2
Amount of knowledge they have: 2 out of 2
In the end, is your problem solved: 1 out of 2
Total: 3 out of 10… Oops : )