I wanted to contribute some information, I've been a Docomo BB customer in CHENNAI for over a year and wanted to give you guys some insight.
Customer Care
Good response 1800 266 3030 , ticket is created quickly and SMS with ticket number is sent along with the "Resolution Date/time Window).
2 standard CC responses, I will route to technical team OR please send an email to 3030@tatatel.... Good response, the CC team does not leave you hanging, they use one of the 2 standard responses and are polite.
Technical Support
Folks who have very (I can't stress this enough) limited technical knowledge, to give you an idea, I told the (telephonic) tech support guy my link light was off and Internet light was off, he was opening IE to reset the settings to default. For everything, they want to restart the modem and then remove and configure the modem/router page again. If they sense you're slightly technical, it's the location support route.
Standard response, restart modem, reconfigure router page, will send this to location support.
(I tell them many times, there is no issue at my computer end, they insist on sending a tech who will come to your place, refresh the router page check IE settings {After the issue is resolved} and connect the call to customer care to "Confirm" the issue is resolved.
Onsite Support
The guys have what I would call "fair" knowledge, they have direct link up with the backend folks at NOC (network ops center) and are able to work on issues realtime. Many times, the onsite tech would just tell you, you're not the only user facing the issue, fiber got disconnected, the wireless downlink was down, we are moving the server.. the usual stuff and you know they're full of it..
Coming to the connection aspect of it..
Connection
Stable internet connection speeds, they usually stick to their word on the speed and contention ratios. Youtube/streaming sites work well. Not sure about very high end connections.
If you have limited technical knowledge and all you focus upon is browsing/youtube/FB then this is a good connection
DNS Servers Suck big time, go to heaven and hell, come back and suck again
3 DNS servers
103.8.46.5 (lowest latency)
103.8.45.5
103.8.44.5
All DNS servers are located in Hyderabad, no matter what you do, you will definitely have 10-15ms higher latency.
Change DNS to GOOGLE DNS, that seems to be the best/quick DNS for Chennai (not sure about the others, don't fight me on this
)
8.8.8.8
8.8.4.4
If you don't some websites may not resolve or you may face "no internet" issues from time to time because the DNS servers will not ping.
TRUST ME ! I've escalated this to a number of people, way up the ladder with the DNS issue, including daily screenshots, tracert logs, ping logs, but they don't seem to have a clue to resolve the issue. It took me weeks just to make them understand that their DNS servers were not pingable from time to time.. And these folks support Enterprise Networks *sigh*
There are times when the "Internet" light will turn off for no apparent reason, restarting the modem/router will not resolve, in which case, you need to raise a ticket, usually gets resolved on it's own in 3-4 hours
Basic users : Get the change to Google DNS and you'll have a great experience with TATA Docomo, and I'd recommend it.
Advanced/Gaming users: Latency is just too high +15-20 ms... I can't believe I'm saying this, but even BSNL servers have lesser latency. (if you want to fight me about BSNL, don't Been a BSNL user for 6 years) Gaming folks, if you're not already aware, do not use Google dns while playing "network" games, latency is high.
For gaming, switch to ISP dns SVs and back again when you need to browse.
Cost:
Competitive pricing, one of the reasons I don't want to switch to another ISP.
Although, you need to pay them upfront. (advanced rental)
Escalation process:
Sucks all the way to the moon and back even if you follow the right process. The escalation team/appellate is just a sham.
Overall experience :
For a basic user, change to google dns, it's a great connection with good support.
Advanced user, A lot of tough roadblocks with technically challenged support folks.
I still like the connection, the cable quality, the response from CC, the cost, performance when on google DNS, stable internet speeds.
Customer Care
Good response 1800 266 3030 , ticket is created quickly and SMS with ticket number is sent along with the "Resolution Date/time Window).
2 standard CC responses, I will route to technical team OR please send an email to 3030@tatatel.... Good response, the CC team does not leave you hanging, they use one of the 2 standard responses and are polite.
Technical Support
Folks who have very (I can't stress this enough) limited technical knowledge, to give you an idea, I told the (telephonic) tech support guy my link light was off and Internet light was off, he was opening IE to reset the settings to default. For everything, they want to restart the modem and then remove and configure the modem/router page again. If they sense you're slightly technical, it's the location support route.
Standard response, restart modem, reconfigure router page, will send this to location support.
(I tell them many times, there is no issue at my computer end, they insist on sending a tech who will come to your place, refresh the router page check IE settings {After the issue is resolved} and connect the call to customer care to "Confirm" the issue is resolved.
Onsite Support
The guys have what I would call "fair" knowledge, they have direct link up with the backend folks at NOC (network ops center) and are able to work on issues realtime. Many times, the onsite tech would just tell you, you're not the only user facing the issue, fiber got disconnected, the wireless downlink was down, we are moving the server.. the usual stuff and you know they're full of it..
Coming to the connection aspect of it..
Connection
Stable internet connection speeds, they usually stick to their word on the speed and contention ratios. Youtube/streaming sites work well. Not sure about very high end connections.
If you have limited technical knowledge and all you focus upon is browsing/youtube/FB then this is a good connection
DNS Servers Suck big time, go to heaven and hell, come back and suck again
3 DNS servers
103.8.46.5 (lowest latency)
103.8.45.5
103.8.44.5
All DNS servers are located in Hyderabad, no matter what you do, you will definitely have 10-15ms higher latency.
Change DNS to GOOGLE DNS, that seems to be the best/quick DNS for Chennai (not sure about the others, don't fight me on this
)8.8.8.8
8.8.4.4
If you don't some websites may not resolve or you may face "no internet" issues from time to time because the DNS servers will not ping.
TRUST ME ! I've escalated this to a number of people, way up the ladder with the DNS issue, including daily screenshots, tracert logs, ping logs, but they don't seem to have a clue to resolve the issue. It took me weeks just to make them understand that their DNS servers were not pingable from time to time.. And these folks support Enterprise Networks *sigh*
There are times when the "Internet" light will turn off for no apparent reason, restarting the modem/router will not resolve, in which case, you need to raise a ticket, usually gets resolved on it's own in 3-4 hours
Basic users : Get the change to Google DNS and you'll have a great experience with TATA Docomo, and I'd recommend it.
Advanced/Gaming users: Latency is just too high +15-20 ms... I can't believe I'm saying this, but even BSNL servers have lesser latency. (if you want to fight me about BSNL, don't
Been a BSNL user for 6 years) Gaming folks, if you're not already aware, do not use Google dns while playing "network" games, latency is high.For gaming, switch to ISP dns SVs and back again when you need to browse.
Cost:
Competitive pricing, one of the reasons I don't want to switch to another ISP.
Although, you need to pay them upfront. (advanced rental)
Escalation process:
Sucks all the way to the moon and back even if you follow the right process. The escalation team/appellate is just a sham.
Overall experience :
For a basic user, change to google dns, it's a great connection with good support.
Advanced user, A lot of tough roadblocks with technically challenged support folks.
I still like the connection, the cable quality, the response from CC, the cost, performance when on google DNS, stable internet speeds.
