You can send an email to any of them, email-id's can be got from the MTNL site or even the Wiki here. I have just walked in on the GM, DGM's,DE, SDE and they have been very receptive.
This happens when the ECN at the DSLAM is down , there is nothing you can do . I call them and make sure they register a line fault complaint . Gets resolved quickly .
ECN is not Explicit congestion notification..it stands for Ethernet Controller Node which is a kind of a switch but more sophisticated, its interfaced to the DSLAM and performs others tasks for the DSLAM as well...viz. providing config data to it
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