Rogger K.

Dear Sri Lanka Telecom PLC,

After repeated harrowing experiences, I've decided to go public.

In a little over a year now according to the exact words of your customer service reps, I've lodged 'SEVERAL' complaints regarding the loss of signal on my Fibre connection. I've pleaded with y'all numerous times to find a permanent solution.

What started off with monkeys pulling out the overhead fibre cables, to router cable malfunctions, the response time to any of my complaints have been staggering.

I've recently had a maintenance crew member call me to fix a time to address the problem only to have him delay by about 5 hours, upon which time i call to inquire about his whereabouts. His reply? "Wrong Number".

Yesterday i called frequently because of my past experiences. I spoke with a customer service rep called Nuftha, who had the audacity to state that i wouldn't have any help in just a couple of hours post my complaint BUT, she GUARANTEED me that my line would be fixed within 24 hours of the complaint. I made it clear that i'd call back if that didn't happen and mention her name to her supervisor/manager. To which she sarcastically replied, "OoooKkkk".

On queue, I called 1212 today morning. Told the customer service rep that it's not helping me talking with them, so i'd like to speak with someone who actually has some authority to take action and get the relevant people to attend to my problem ASAP. I was put on hold till i ran out of credit. 21:59 minutes and 53.94 rupees later, i'm still the butt of your incompetence.

Yes! I was indeed exposed to the fact that it is 'New Year's' and that there is a possibility that help is scarce. I totally understand, but my connection was working fine until i saw a crew of your maintenance team working outside my premises. As soon as i saw the connection drop, I ran out only to find them missing.

What's funny is during such a crucial economic state, you'd think that corporate giants such as yourself would pull out all your reserves to retain customers and their loyalty. I've already downgraded and will opt out as soon as another service provider enters the ring. Whatever immunity it is that you have that lets you treat customers the way you do, it's not right.

A disgruntled customer.