The problem is that the plan change and speed change happens in different departments at MTNL. After the plan is changed, most of the times, the executives forget to send a request to the 'speed change' department for a change in speed. Thus the customers end up calling the CC, who are clueless about the whole process. The CC guys are paid around 4000-5000 pm. You can't even get a peon with that kinda money, so how do they expect to get qualified professionals?