BSNL Continues to Report losses, What Should be Next? Our Analysis

BSNL ProblemsBSNL has been reporting straight losses consecutively for four years now. Though, loss for last financial year (2012-13) of Rs. 7884 Cr was lesser than the loss in 2011-12 (Rs. 8851 Cr), it is reported that it would take few more years for BSNL to be profitable again.

While BSNL can get bailouts from Government like any ailing PSU, no amount of bailout would help in the longer run. A company of BSNL’s stature must look to build up revenues by virtue of its core strengths.

In this post we make efforts to note BSNL’s strengths and provide suggestions on how they can be leveraged to turn profitable in the long run.

BSNL’s Strengths

  1. People trust BSNL – The first and foremost thing, trust is really important for any company to gain and retain customers. BSNL is renowned for transparent billing, no hidden costs and minimal pesky marketing calls.
  2. Vast infrastructure – PAN India 3G network which is being expanded on aggressive note
  3. Government backing – many government schemes like rural broadband network get rolled out through BSNL. Now this can cause fund crunch if funds don’t reach on time but BSNL must take care to see that such things don’t happen!
  4. BSNL offices at prime locations in every town and city including metros

These core strengths must be effectively utilized inorder to turn profitable. We suggest following measures for improving things.

Improve customer care

When people trust a brand and avail their services, it is the brand’s responsibility to serve them in an efficient manner. BSNL ironically is currently well known for poor customer support. Any article from us on BSNL garners at least one negative comment about the poor support. Being a BSNL customer myself I have experienced this over the years. Some common experiences are:

  1. Long waiting times (even > 15 minutes) to talk to customer care executives and after an executive is reached the call gets put on hold or even disconnected suddenly
  2. Sub par communication skills of call center executives. Even after choosing English as communication language at IVR, they speak in local language. Quality of English is poor.
  3. Apart from tariff benefits I was never able to get satisfactory answers to queries. Most of the times I was asked to call after few hours with reasoning of server down.
  4. Fake assurances of issue would be solved in 24 hours, and they keep adding 24 hours thereafter even without registering a complaint – reasoning server down! Have experienced this both in Karnataka and AP. Last experience was some six months ago in AP.

Some aspects above have improved, particularly in Karnataka, but the situation remains largely same in other circles like AP. Having experienced this, I stopped calling customer care for matters like billing/recharge issues – used to take a top-down approach of calling top level officials.  Such approaches from multiple customers would not only hamper the work of top officials but also make the whole concept of call center useless. To make customers happy:

  1. BSNL must improve skill sets of customer care executives – lame excuses like server down are no more acceptable.
  2. Provide a website which works for logging complaints. Logged complaints must be addressed on time with timely updates till then. Read Online Recharge Woes with BSNL Portal
  3. Log on to social media – how about centralized twitter and facebook accounts for PAN India customers with a dedicated team who can escalate issues, call back customers and solve problems. Private operators do this in a good way. Though they appear to use bots sometimes, issues get solved within said time often.
  4. Provide modern means of support – like online chat system. In the age of instant messaging customers would certainly welcome this.
  5. A proper feedback mechanism to rate call center executives. Though an SMS comes after call, not sure if the responses are looked onto!

Improve marketing

First step towards marketing is having a good looking, up-to-date website. Though the main website was revamped, circle websites have dated (read 1990s) looks. The circle specific websites serve little purpose and given the little publicity they receive little customers know about their existence. The answer lies in the integration of all websites. BSNL can showcase themselves as one big brand. Merge all websites into one – circle specific, commerce ( and customer care (selfcare portals – currently each zone has one). This is how private operators have it. This integration will make things easier – one team for maintenance, consistent look across sites, customers can be given unified login benefits.

The social media accounts meant for customer care can be used for brand building. Web advertisements, newspaper ads, outdoor hoardings are other avenues. Email marketing can be done, but this must be done very professionally – emails must not be sent everyday for instance. Again design matters here.

Leverage Core Strengths


Core strength of any organization is its employees. Employees can build or break a brand. So like every brand BSNL must make efforts to keep employees happy and also leverage them for building the brand. Inorder to motivate people to do more, an overhaul of HR policies like aligning them to modern corporate practices might be necessary – accelerated growth options, attractive perks, recognitions in the form of awards etc.

Almost everyone is on social media these days. Positive/informative posts from employees will certainly help BSNL build an identity amongst the net savvy public. This will also provide a sense of achievement and celebrity status to employees. Employee unions who are often considered as trouble makers by calling for strikes can be taken into confidence to talk about the brand. The word of mouth still remains a powerful medium in attracting people to make a choice. Imagine every employee bringing one new customer into BSNL family.

Avoid corruption: Linemen who are often contract employees must be trained not to demand money. While this does not happen everywhere they are still known to disrupt landline connections if not paid for their ‘services’(!). While it is possible to bring such issues to notice of higher officials, public generally do not go the extra mile or sometimes do not know whom to contact.


One of the core strengths BSNL has is its vast infrastructure – telecom towers, fiber optic network, buildings in prime locations. This infrastructure can be smartly encashed. Some of these are already being done, but those arrangements can be increased.

  1. Tower sharing agreements with other cellular operators – BSNL is in a unique position here as they probably own a large share of cell towers in rural areas. Though this may lead to an opinion that BSNL would lose customers that can anyway happen. Private operators who are generally aggressive will set up towers independently!
  2. Routing other network traffic through BSNL’s vast fiber optic network
  3. Buildings in prime locations can be leased out for commercial purposes. Recently AP BSNL floated EOI notice for installing ATMs at BSNL office premises.

Revenue Generation

  1. Concentrate on Enterprise segment – happy enterprise customers can bring in big revenues. BSNL has necessary capabilities to provide end-to-end enterprise solutions in the form of attractive tier wise offerings (small, mid, large, very large segments). Primary enterprise need is dedicated full-time support which any telecom service provider must provide.
  2. While increasing tariffs is an option, attractive tariffs are the one which makes the difference – this is good for individual customers.
  3. Concentrate on improving data network – BSNL already has the base ingredient, lowest data tariffs in industry. With the spurt in smartphones and tablets 3G coverage is becoming more and more important.
  4. Convenience factor for customers:
    1. BSNL probably has the lowest density of retailer network – this makes it increasingly difficult to get a top-up/recharge done. On the other hand, recharges for private operators can be done at almost every corner shop. This demand supply gap and one poor experience will make a person not to choose/recommend BSNL. So dealer/franchisee network must be strengthened.
    2. SMS based special benefits activation: While similar benefits are available across circles in terms of tariffs, SMS/USSD based activation is available only in handful of circles. Karnataka and Kerala allow almost every STV activation by SMS while AP and Maharashtra allow minimal. Uniformity all over is important.
    3. PAN India tariff rollouts do not happen on the same day even after announcement by Corporate office. Circle websites fail to notify announcements on time. This is where a centralized single website can benefit.
    4. Recently BSNL announced the go green initiative – despite of registering for the facility, I got a print bill this month. Such fails are not desirable.
  5. Cell towers can be powered by renewable sources of energy thus reducing dependency on electricity and hence cutting down power bills.
  6. Mounting dues must be brought down – this alone can bring in crores to BSNL.
  7. Introduce a BSNL Wallet – like Airtel money!
  8. Shut down loss making telephone exchanges or the ones which bring less revenue – many people opt for landline just due to broadband benefits through such exchanges (mainly rural). 3G data cards at special prices could be encouraged at such places.
  9. Introduce certificate courses for interested at competitive prices. As of now BSNL is providing internship opportunities to technology students.

From our readers responses at different times, we believe they are still ready to accept BSNL as their preferred service provider. Good luck BSNL for the turnaround! As a reader what you think ? Do you have any suggestion that can make BSNL back in track do let us know via comments.

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  • SS June 3, 2014 12:49 pm

    If you have an international roaming sim then you follow the steps (if you hadn’t)-

    go to sim toolkit(cellone/BSNL Mobile)>>network>>international>>cellone partner

    Restart device and if no signal select network manually.

  • ER. Raghvendra ( JTO -BSNL north ) May 19, 2014 12:03 pm

    Guys everything & everyone are not perfect . Secondly u guys are quiet True in ur side …. But There are many flaws but main cause which I see daily are :
    1) it is only & only Engineers of BSNL who are working hard irrespective of days hrs. We get deadlines , designing, cost cutting, applying , field work etc.
    2) Everyone in Bsnl is dependant on us. Juniors don’t listen to us as why wud they coz they get regular income & not afraid infact aged juniors try to shout on us being seniors.
    3) We have notified seniors many times regarding flaws but they raise there hands & don’t even provide us with proper resources quality & force us to do magic.

    So on whole it is basically lack of surveillance on employees especially field one & ya junior employees are mannerless I wud say.

    ~ a Electrical Engineer working in BSNL north !!

  • hap May 12, 2014 8:52 pm

    1. proper mgmt of staffs. don’t promote ministerial staff like clerks to technical posts because they know nothing compared to the urban consumers. Also try to decrease the number of ministerial staffs by reducing the number of new jobs.
    2.Try to tell the linemen, don’t demand bribes
    3. Improve marketing strategy. Promote evdo services. It is the only true unlimited wireless internet connection.
    4. Give new landline connections only if they are subscribing for broad band connection

    5. Last but the most important one, Go to supreme court against the Intra Circle Roaming Agreement for 3G. It is purely unethical to allow 3G sharing after auctioning pan India spectrum for a huge price. The govt may not be interested in this (we all know the reason)

  • BANOTHU SAKRU April 17, 2014 2:27 pm

    Its very nice discussion. If all the employees of BSNL work together for our vision we can get success

  • prathap April 5, 2014 11:30 pm

    not plans for farmers i mean agriculture peoples major population of india nearly 50 percent in agriculture mainly now a days agriculture is also need of lack of communication

  • Pravat Kumar Das February 28, 2014 3:50 pm

    Website of BSNL Circle looks like outdated and rejected site. Same position of SSA, Intranet and also BSNL Employees Unions site.
    Corruption : Grass root employees are temporary or contractual . they are getting very marginal payment. Example: When a Permanent Line Man getting payment Rs. 20,000 to 35,000 same work done by a contractual worker in 1750 to 2500. Data Entry Operator getting payment 2000 to 2,500 and like this a Broadband maintenance work done in 1000 to 2200. Whereas State Govt paid there worker Watchman or Peon Rs. 4500 Data Entry Operator- Rs. 5200 to 8000 Technical worker 7500 to 9500 Today in this payment can a person maintain his family and can give his child education ? Corruption is only for their survival. Now days if you find minimum 70% connection of BSNL Land Line subscriber are getting connection giving extra money.
    Next thing is marketing: DSA (Direct Sales Agent) appointed for Marketing. But in BSNL there are no auto mechanism to give payment, no rewards for performance and no promotion to experience person like other organization (LIC, Insurance and Finance Sector etc). DSAs are not getting payment properly. Even 1 year to 2 year payment pending. Officers are showing that, they are saving BSNL money by breaking DSAs payment. To pass a Bill required so many signatures. Every signature creates corruption. Last 2 to 3 year it develops gradually. There are no rewards for better work. When a DSA do better that time Officer Cutoff his bill 20%, 30%, 40% and even 50% according to better work. In such a situation how can marketing develop?
    UDAAN CFA Marketing wing of BSNL doing nothing only outdated Data entry of Leads. Officer and worker engaged in wing expenditure huge amount in this head. They are entering data which is already settled. If you see data 80% to 90% data entered are outdated. Actually Project Udaan is very good mechanism but nobody utilized it from top to bottom; it is work only Pen and Paper. Top Level Officer and Management are neglecting in their duty. They are not watching work, only wastage money of BSNL getting payments. BSNL give SMS “ BSNL in your door step” when a customer giving SMS for a LandLine or Broadband that go to cold store for 2 to 3 months. Within this period customer coming to Exchange or office and solving problem in their ways. After 2 to 3 month SMS forwarded to field unit SA(Sales Associate). I think 60% of Udaan SA (Sales Associate) not using their ID, they have no computer knowledge, this work done by STL (Sales Team Leader).

  • Rudresha January 12, 2014 10:29 pm

    BSNL having some weakness is follows
    1) Cheif managing director to group -D employ counting there days for super annuation
    2) all employs are high paid for there work
    3) almost all the time BSNL work is non productive
    4) even after 13 years BSNL,
    still now not having clear and futuristic HR policy
    5) BSNL Must practice preventive and protective maintenance for quality service
    overal Bsnl realy doing good with all demerits

  • ajay January 12, 2014 8:22 am

    I think its issue should be resolved . They should opt or leave bsnl. Second is lack of corporate culture. Third is group c & d unions which only do vote politics over services.

  • subham January 11, 2014 6:45 pm

    USSD based services activation is one of the importants,which BSNL lacks most.

  • Kaushik Roy January 9, 2014 10:05 pm

    BSNL started online E-AUCTION of its 75 premium numbers for all circles
    The prices vary from 5000 to 25000
    A little way of some earning from the loss making GIANT

  • will January 3, 2014 9:40 pm

    Well staff thinks its a goverment run company so they take everyting for granted. i thnk bsnl should be pravatised now

  • Ramesh dhaker kanera gata January 2, 2014 5:43 pm

    Bsnl the best network

  • aravind January 2, 2014 12:24 am

    BSNL is state owned company ie people’s telecom company.
    Others are private profit making companies.
    If BSNL is not in market, then the call rate would be increasing day by day
    as in the case of petroleum industry.
    Private Telecom companies are slowly and silently increasing their tariffs.
    So support and stay with BSNL as we are all loyal indian citizens.

    • Bandhan Preet Singh January 22, 2014 11:56 pm

      very right aravind.

  • Pravin Prashant December 30, 2013 4:39 pm

    Here i am also facing the same problem which you are facing. From some days the BSNL network is very poor and we are unable to talk frequently. Voice breaks are a common matter with BSNL network. The customer care executives are not so friendly like other mobile operators. The most bizarre fact of BSNL is its server down. Whenever you call to a customer care executive they are providing the same answer server down, please call later. It is strongly advised BSNL to take care of its intentional customers to make them happy.

    • Tarun December 30, 2013 6:42 pm

      Pravin its not only you every BSNL customer is facing the same issue .. : !

    • BP Singh December 30, 2013 10:13 pm

      Pravin, you must book complaint online and highlight how in ur Area BSNL is not working well.
      As a good customer you must raise the matter to highest authority. It may make some one happy as u said.

      BSNL Public Grievance Portal for any kind of complaint:-

      Government Department Related Complaints:-

      RTI Online:-

  • satyajit saikia. December 30, 2013 4:30 pm

    According to me, at first the low level employees, from casual worker should be trained about the services, tariffs etc. flawlessly and why our services better than other private operators and also trained them why and how to convince the customer. For doing this the monetary rewards should be given to them. Also some monitory power should be given to TTA’s as they are running almost every exchanges and low level employees directly connected to them.

  • kalyankar December 29, 2013 9:32 pm

    dear chetan thanks for the article, very good one…………..the best point in the article u never tried to degrade bsnl by comparing bsnl with private operators…who r in the market just to earn money …………and to all those who r with bsnl thanks for ur support ..becoz of the customers like u bsnl is able to survive against all odds…UPA is giving bail out to private firms but it is not willing to bailout the govt owned bsnl…………..+
    BSNL is very essential to be in the market to prevent the atrocities of private operators………..if BSNL is not there then we would have charged even for incoming and call rates might have gone up upto rs 10/-per minute…………
    at last

  • Kiran December 29, 2013 3:09 pm

    I agree with the above suggestions. In my view some practical things that can be done like try to attract the young graduates for marketing, for that some dedicated marketing wing should exist. Improve the customer satisfaction level by politeness and caring for the customers. Utilising the infrastructure including training centers for commercial purpose. Cost cutting measures to be taken in maintenance

  • Indian December 28, 2013 7:33 pm

    I suggest you come to reality. 99.99% of ppl who use BSNL don’t know approaching social media. So any spend by BSNL on social media is waste of money. The main pblem is their lazy old employees. Their overpaid salaries for the work they r doing is main reason for BSNL loses.

    Once in bnglr I tried to shift my BB connection when I changed room, & I had to go pillar to post between two BSNL exchanges & even after 15 days the connection didn’t got transference, but a single call to a private BB every got done. So it’s mainly their lazy employees

  • G SUMANTH KUMAR, TTA BSNL MACHILIPATNAM December 27, 2013 11:15 pm

    If BSNL Management implements proper transfer policy then things will change almost. And good quality infrastructure should be provided for better results. In staff side BSNL is paying Rs. 50000- approximately for the clerical duties in the organization, in these days also even its implementing paper less concept. Management should remove the unproductive staff like watchman s also BSNL paying Rs. 40000- per month.

    • KALAYAN December 29, 2013 9:34 pm


  • kaushal singla December 27, 2013 10:22 am

    in bsnl there should be accountability of every employee for their work.
    bsnl employee doing great work now but if there is no backup at bts then a emplyee cant do anything
    if we ask for battery cells there is no cells if we ask for battery protection unit the answer is no.very poor maintenance of bts power plant and

  • rahul December 27, 2013 9:28 am

    bsnl plan validity scheme should change out .it gives only 6 month validity. to compete than others private companies gives near bout 3 years validity. and after time goes on validity automatically increased but in bsnl validity game is like a supari killer who contract for a money and have a crime. just like bsnl also make compulsion of validity recharge to keep active . also sound quality of a call is bull shit and several drawbacks must removed .

  • Rushabh December 26, 2013 9:51 am

    I mailed this to CMD mail
    A reply came from them saying ‘Thankyou for your feedback.We are in a position of removing conjunction state by state…we have cleared nearly 99% conjunction in maharashtra…now we are making gujrat and go to different states..We will be completing all states by July 14…’

  • MRC Xavier December 26, 2013 9:41 am

    This is a Wonderful article to motivate the BSNL employees right from CMD to The Group D . But how many of them might have read this article to understand the fact. I am also an employee of this great company. People like me try our best to convey this kind of informations to our own fellow employees

  • Nitin Koirala December 26, 2013 1:51 am

    Hi this is Nitin Koirala and i am using Blackberry 8520 if I will activate any BB plan it will work automatical or need Internet setting please reply me on my e-mail Id. Thank Nitin koirala

    • sourabh agrawal December 26, 2013 10:19 am

      For Blackberry 8520 handset you need to recharge only blackberry plan . For prepaid this voucher will be in 410 +/- 5 range .
      After recharging with blackberry voucher 1st time ,service will be start in 2 hrs automatically

  • Ankit Negi December 26, 2013 1:37 am

    very nice analysis by you sir, i agree with you.

    I want to add why BSNL is best:

    1) Best 3G speed as I get around 900KBps (its kilobytes not kilobits) speed in my town Dehradun where other operators like Airtel gives 300KBps and Idea gives 300KBps while TATA DOCOMO gives aroung 500KBps speed .

    2) Not a single paisa is wrongly deduced from my balance in last 6 years .

    In my dehradun (Uttarakhand) , the biggest problem with BSNL is :
    1) Very Very poor customer support, , if you get any problem then there is no way for you other than go to BSNL main head office and submit your handwritten complain.
    2)Sometimes 3G services do not run in some part of town.
    3) BSNL Uttaranchal website does not remain updated on time .

    Sir, I think curruption is the biggest problem with BSNL .
    Higher authorities of BSNL are highly curropt , they choose for customer care services to those companies who gave them very high commision below the table, they gave portal maintainence services to those companies who gave them again very high commision.
    This is the main reason of very poor service of BSNL.

  • Sayantan(Kolkata) December 26, 2013 12:13 am

    I am a die hearted fan of Airtrl but I really feel sad for BSNL as it is sinking slowly and gradually.Everytime when I visit a BSNL exchange I see that its filled with some people from the 50s and 40s who dosent know even T of technology and my God their behaviour!So RUDE!I dont understand what do these grandfathers think of themselves.Whereas look at the employees of the private operators.So smart.They are paid much less than BSNL but still they dont behave rudely.So obviously why wont people prefer BSNL.People say that BSNL is good and its network is present in the Siachen and Villiages but how many times are we normal people visiting Siachen and villages?It all that matters is the service that we get from them when we at our home location and in my home location,its better to forget that there is a company called BSNL.

    • P MANOJ December 26, 2013 5:51 pm

      Dear Mr Sayantan , please remember that the rates of other operators, including that of Airtel, is not increasing only because BSNL is there in the field.

    • Rajesh May 24, 2014 7:54 pm

      I accept with you sayantan. I also faced similar problem. I was attracted by the network availabilty and plans of bsnl and planned to port. The first word i got from my colleague is not to go bsnl as it has the worst customer service. I was working in a MNC and no one here has bsnl connection except me as we are having very good offers from airtel and better connectivity. For porting my no to BSNL i went to the bsnl office and people there are behaving really rude, there attitude is like if you want buy otherwise leave. I have been to airtel office and people are behaving really good, they are asking my requirement and suggesting plan accordingly. I am interested in taking postpaid connection but consoled myself not to go after seeing their behaviour. They are not even ready to tell what offers they are having. I finally got my sim after visitng there 5 -6 times which got fortunately activated. I Checked the plan in internet as I have office network and activated plans relavant to me. Now i am facing problem with my network connection. I am in the hot of the bangalore city Koramangala and i am not having proper 3g connection. I tried to reach customer care and when they pick they are simply disconnecting it. They are not even ready to wait for us to say hello. Now i am repenting my move, I submitted my complaint online but not sure whether i will get response. I planned to wait for some time otherwise planning to move to airtel as spending few bucks extra is better than having no connectivity.

  • N GUPTA (ANDHRA PRADESH) December 25, 2013 9:09 pm

    Bsnl making loses because of UPA – I and II wrong decisions. In 2005 and then it cancelled many expansion plans of bsnl. So with less towers i can’t server huge customers. so from last several years bsnl customers are facing problems. With this reasons many people reluctant to use BSNL service. After Upadhya took charge as a CMD they started expansion. this year they are adding 14.7 millions cell lines with help ZTE. All these ZTE towers supports 2G, 3G, 4G. Now upadhaya planing to adopt managed network model. In this model like nokia or ericsson or alcatel-lucent take care of bsnl network for ten years. If they find any congestation in any area they install new tower immediately. In present model it can’t start new towers immediately. And bsnl converting its network switches from TDM to NGN which is very advanced and capable to serve more customers. With TDM technology there is much wastage of network. With NGN technology they can start IPTV, Video on Demand etc. So Bsnl has to start new services like IPTV, Video on demand etc. With these service it can earn more revenue. Apart from these first BSNL employees fight with UPA govt if it stop managed model network expansion plans, not for their Salaries or DA’s or Travel charges.

  • karthik December 25, 2013 6:32 pm

    recruit new young guys talented is marketing hr etc., give vrs for those willing to go because those cannot bring any +impact to bsnl

  • Aslam December 25, 2013 5:18 pm


    • XYZ December 25, 2013 7:32 pm

      modi coruptless ???
      no one is corupless in politics.

  • susfb December 25, 2013 4:57 pm

    Foremost thing is that BSNL is a service provider and not a business group established for making profit. Employees are recruited for maintaining the telecom services and not for marketing. Leave these employees for technical maintenance form separate marketing wing with young talented guys with marketing aptitude.

  • Hariharan A December 25, 2013 4:43 pm

    I appreciate your analasis and suggestion for improvement of bsnl to get profit.I have aleady sent my views through my mail.By adopting this, Ibelieve bsnl will get profit within 21 months-3 months for consideration of plan and 18 months for execute the plan.Bsnl existence is very essential not only for safety of our country but also arrest private operators earning more money from customers, for examble we know that they charged for incoming and out going calls with high rate before we enter the cell business.
    Thanking you sir,
    Hariharan A Srtoa
    Bsnl employee Nagercoil division Tamil nadu Circle

    • pradeep December 26, 2013 10:56 pm

      fully agreed with u sir
      - pradeep
      common man

  • Hariharan A December 25, 2013 3:25 pm

    The retirment age of the bsnl officials may be reduced from 60 to 58years,which will decrease the salary expenditure to a certain extent.Young energetic and enthusiastic engineering graduates may be recruited as apprentice trainees for two years to compete with other operators in the fast developing technology ,after that they may be prefered for regular post .Periodically inspectio and surprise check up should be conducted by the officers,which will help the improvement of service.
    All nationalised/scheduled banks should be approached for opening ATM centers in BSNL offices,as minimum 30 centre in each district,by this we can crores of rupees as profit.Also shopping complex may be constructed in BSNL vacant land by availing bank loan ,taking advance amount from prospective customers for offering the same for rent.
    Punctuality in duty should be inculcated among staff from top to bottom by introducing card punching which is connected with salary package.The above practice will yield fruitfull result.
    Incentive/Honararium payment may be made by means of Top up cards intead of cash payments.
    By fixing a target date for disposal all idle and obsolute stores,the unserviceable stores should be disposed off.
    Vacant buildings and BSNL quarters may be given rent for Govt/Semi Govt/PSU whereever possible.
    The tariff benefits and offers should resemble to private operators.Then only BSNL will survive>Procedures for international roaming should be simplified like private operators.Prepaid plans may be rationalise>top ups and plan validity voucher may be merged together.
    VRS to employees by getting loan from bank is not inteligable

  • KOTESWARARAO.NERELLA December 25, 2013 10:18 am

    Mr.Chetan has very correctly and dispassionately analysed the plus and minuses of BSNL..As a retired senior officer of DOT/BSNL I fully agree with Mr.Chetan.Basically the staff 100 lines ratio is high in BSNL when compared with other private telcos. who got very less staff for 100 lines and consequently the pay bill with pay revison commissions increase along with other central employees thereby major part goes to salaries.These staff were NOT RECRUITED BY BSNL BUT CAME AS A LEGACY OF DOT and they have to be continued or given VRS with a GOOD GOLDEN HANDSHAKE FOR WHICH THE GOVT.HAS TO FINANCE AROUND 10K cores which they are not releasing.
    2. The staff recruited in 1980s are RAW candidates with little education and they may not be able to express confidently in English with customers and at the most in local language also they have to learn speak polished language which is to be imparted at Training centres.
    3.A few thousands Engineering graduates have been directly recruited as JTO (Junior Telecm Officer ) and TTAs (Telecom Technical Assistants) and these people are not being trained in HRD in the trainng centres to the desired extent thereby ,they are not being fully exploited.
    4.The DOT has to REFUND around 8000/- crores for the BWA spectrum returned back in 2011 and eventhough the GOM has recommened to refund in which FM and MOC are members yet the money is not yet given.If given then the RED will become GREEN in the balance sheet.
    5.Supply of Instruments,cables, jointing kits,drop wires etc., which are required for EXTERNAL PLANT MAINTENANCE AND DIRECTLY NEEDED FOR THE SUBSCRIBER are in poor supply.I am told they are keeping sometimes RECOVERED AND REPAIRED PHONE INSTRUMENTS TO NEW CUSTOMERS and this should be stopped to increase customer satisfaction.
    6.Govt. while creating BSNL PSU in 2000 gave lot of promises that it will do all help and take care the needs of PSU but practically there is no such thing either in CASH OR KIND.
    7.Even for CAPEX and OPEX BSNL is struggling year after year and atleast the SPECTRUM CHARGES WHICH HAVE BEEN THE HIGHEST PAID BY BSNL shuold be refunded so that it will be on rails and run with full steam to continue public patronage which will not be allowed to be done by the private telcos. who are waiting for the BSNL not to be a serious contestant against their interest.

    • Darshan December 25, 2013 4:02 pm

      Ohh so its due to govt….$!-!¡| on the govt due to which bsnl going in red sheets…..

  • shekhar December 25, 2013 9:08 am

    Make it private, sell it Bharti, Reilance anybody. Free it from Red tapism, ITS and Line man culture.

    • kalyankar December 29, 2013 9:38 pm


      • sanjay April 10, 2014 2:05 pm

        u r right sir.

        • sanjay April 10, 2014 2:06 pm

          u r absolutely right kalyankar…

  • Nazeer Ahmed December 25, 2013 9:05 am

    The suggesstion given by Mr.S. Chetan are good but Babus at top level of BSNL need changed in their mindset, they are shirkers donot want any responsibility and only want handful of salary. Other operators sit on the footpath and sell their SIM card with a xerox machine, copy your ID proof with the xerox machine and give cards. Can this be done by the BSNL Babus The activation will be done within hours but in BSNL they ask so many question to issue SIM Address proof apart from Driving licence or PAN card. This is how BSNL is sinking.

  • Debabrata Dutta Kolkata December 25, 2013 3:16 am

    For last one month missed call alert of BSNL Kolkata is not working on my number…… any body facing the same problem? has the missed call alert number 17010 been changed ? I have diverted to 17010 under not reachable condition but its still not working in Kolkata. Kindly reply ………………

    • Kaushik Roy December 25, 2013 9:42 am

      yes for me also BSNL MCA is not working and I diverted to 17010

  • Kaushik Roy December 24, 2013 9:37 pm

    Majority people will not use BSNL as primary numbers since its network goes down on a regular basis and one can not rely on it 100% specially single SIM users.
    Only for roamers and travellers BSNL is useful for its great coverage. I have seen many places in rural areas only BSNL signal is available and no other operator even A-VO-ID are not there. In places like Kolkata people can rely on other network than BSNL. But for rural places BSNL is a good option.
    I used BSNL as my secondary number, but I switched off the number majority times when I am in Kolkata .I use it only for roaming with plan 199 which gives 180 days roaming incoming free except Delhi,Mumbai and Jammu & Kashmir and believe me in roaming I did not face much problem with BSNL

  • BP Singh December 24, 2013 9:28 pm

    Links of websites for lodging your Compliant & Grievances against BSNL and there by improving its work culture.
    Before lodging any complaint to Higher authority make sure that you have approached middle & lower Mgmt. Keep proofs of it.

    Government Department Related Complaints.

    RTI Online

    • sanjay April 10, 2014 2:23 pm

      BP singh’ ji, why BSNL is not giving Ad’s like using mobile more is harmful to brain,ears as medically prooved, while Landline is harmless. please create a awareness of use of Landline.

  • vivek December 24, 2013 6:09 pm

    The retailer of bsnl do’t know what is MNP and what is current tariff in bsnl. Then how satishfy a customer that there tariff is best. The main reason of bsnl to go in decreasing revenue is that the customer not attracted toward bsnl because they do’t know what is current scheme of BSNL. If you go private shop and ask them for sim then they would not suggest for bsnl. If you ask for bsnl then they told that call rate is costly, you can not get recharge at each shop, sound quality is not good and without asking they suggest you about scheme of private service provider. What is reason that they not appreciate bsnl because bsnl not give sufficient share as private give. Second thing is BSNL customer care If your balance deduced in wrong way and if you complain for it then they told you that I do’t have right to refund your money but they will never tell that I am trying to refund your money by telling appropriate authority. Instead they give email id and told you that you can contact to appropriate authority by sending email. If you told them please sir send me email address then they told sir I don’t have right send to sms. if you contact that email id you will always got permanently failure of email.

    So you can think how good customer care service of BSNL.

    • Arun K G December 24, 2013 8:52 pm

      BSNL is giving 5.5% of MRP on every recharge/TOP up to retailers which is higher among all private operators.

  • mr. rai December 24, 2013 5:41 pm

    bsnl is run by corrupt babus and ministers. hence it will always make huge loss and suck common man blood money.

    • Arun K G December 24, 2013 8:54 pm

      Can you tell any goverment public enterprise which don’t have any ind of curreption?

  • A.A December 24, 2013 5:23 pm

    BSNL is the legacy of the govt. they will neither abondone nor let it function, it is a source of corruption. I am sure BSNL will continue to survive for the selfish motivies of the babus.

    Unless QoS and accountability improves, nothing else is possible, the effective way to use bsnl is to use it as backup (secoundary) number. Bsnl is not in the business race, hence forget about drastic improvement. The least you expect the happier you are.

  • rahul December 24, 2013 4:57 pm

    bsnl plan validity scheme should change out .it gives only 6 month validity. to compete than others private companies gives near bout 3 years validity. and after time goes on validity automatically increased but in bsnl validity game is like a supari killer who contract for a money and have a crime. just like bsnl also make compulsion of validity recharge to keep active . also sound quality of a call is bull shit and several drawbacks must removed .

  • Umesh Singh December 24, 2013 2:50 pm

    1) BSNL should be allowed to give political parties funding. so that it can get tailored made policies like other private operator.

  • narapareddy.p December 24, 2013 2:37 pm

    In my district(anantapur.ap) BSNL have 3G network only in few areas.we want more 3G NETWORK

  • D Rajendra December 24, 2013 1:35 pm

    13 yrs have been passed after merger from DOT to BSNL(PSU), but no corporate work culture is devloped among the employees.This may be one of the reasons.So first step to make BSNL profitable to motive and wtrngthen the marketing culture.

  • R.Krishna Rao December 24, 2013 1:05 pm

    The employees and their unions/associations of BSNL had continuously raised issues concerning the development and expansion of the services. Much more to be done to improve the services. The mind-set of the employees needs to be further improved to face the present challenges and for ensuring a better service to the customers. They should always remember that they are important stake-holders of the company and at the service of the nation and its people. They should educate the employees to seek the support of people for strengthening BSNL

  • Abhijit December 24, 2013 12:56 pm

    BSNL can come in profit by charging heavily to its customers who are already paying more than the service quality.

    …. just joking as that will end BSNL!

  • Ganesh December 24, 2013 12:45 pm

    Hey very good points!
    I agree with anti corruption measures! I bought a new BSNL landline and the line men came 1 week late and they didn’t even give the line properly (no dial tone) and when I said thanks, they were like give us some money (instead of thanks)! I gave them 20 rupees and they were like who wants those. I just told them that I didn’t have any! Then they went away leaving that 20. But even after 1 week, there was no dial tone. I then had to complaint to the officials about the line and then they fixed it, after 7 days!

  • Sunil December 24, 2013 12:28 pm

    Infrastructure and network of BSNL are good in comparison to other operators. But only the thing to advertise the product, tariff,and services through employee working in BSNL. Employees are only waiting for perks, salary hike and other benifits they do not know the latest product and tariff of BSNL. Employee working at customer service centre use to watch the time for lunch and closing the office.Some employees/officers who are not working and even not signing in files are enjoying service but few dedicated employees/officer who are working hard are facing inquiries , served with charge sheets due to complaints made by fellow lazy employees and contractor/supplier who wish to earn fake money without working. Strict discipline is must.

  • Dr GL Kamei December 24, 2013 12:10 pm

    Chethan S :::
    I do appreciate your suggestion c per c. My Dad too serving in BSNL in Gr A executive post who I rely everything but he mention about BSNL downfall for which I am worried. I am working in a med Institute after my Post-graduation and my brother would be a med graduate very soon. My Brother refuse to use BSNL Product for its poor performances . I would upload comments later on .

  • seema December 24, 2013 12:07 pm

    Lack of strong customer support is ofcourse a reason for the poor performance of BSNL, but as indians we should understand BSNLs social commitment , it is not profit oriented alone , unlike other private operators.
    So do support BSNL. LONG LIVE BSNL

    • kalyankar December 29, 2013 9:42 pm


    • sanjay April 10, 2014 2:14 pm

      u r right seema.

  • KK Chaudhary December 24, 2013 10:33 am

    Condition of BSNL is like Nai in Thakur’s Barat.

  • Vishal Jaiswal December 24, 2013 9:06 am

    I agree with ur views Mr.Kumar, but to cut the losses some decisons in a balanced manner has to taken, like VRS for 50+ or 55+ employes to reduce no of employees. Use of private agencies to market their product etc etc. For a PSU, profit generation is never a motive, but generating such a huge loss is also not acceptable.

    • krishan kumar December 24, 2013 2:34 pm

      @ Vishal Jaiswal, Can anyone think why BSNL in loss, not because it can not make profit.

      VRS can reduce 50 % salary expenditure of BSNL which is about 7700 Cr. But giving VRS is like ” throw your parents out of your home because they are aged and not capable to contribute as much as they had contributed in their time for the home”

      If BSNL Headed by ambani or others , they can throw them even profit was reduced.

      BSNL is going to install GSM BTS naxalite area for our Defence forces not for profit. BSNL know that to run GSM BTS in naxalite area is very difficult and incurred huge expenditure.

      BSNL going to ring connectivity to East area where revenue is in few crores not for profit but for the people of the country.

      It all depends on us ” If we want BSNL to live who act for the country people.”
      Indian Politician doing their best effort to sell BSNL to fill their pockets.

  • k.malakondaiah December 24, 2013 8:38 am

    sir, i appreciate your analasis and suggestions for improvement.i am adding following points ror reaching profits.
    1) attitude,respect,friendly atmosphere,patience listining,caring,importance,helping nature,positive approach,good bodylanguage towards custmers is very very very essentials and invitable.BSNL is now improving stage when compared to P&T and DOT but not reached 100%. to reach 100% behaviour traing and counselling is required to BSNL employees.
    2) next quality of service :- borodband modems,telephone instruments,dropwire etc topquality is to be choosen instead of poor quality.the P&T and DOT slogan lowest price is to be forgotten and high quality is to be kept in mind while procuring stores.
    3)maintinance of BTS(cell towers):- is to be improved by provision/maintainnig generators,battery sets .
    4)attending brodband complints on top priority
    5)the average age of bsnl employee is 50 the existing young jto’s and ttas ,clerks
    are to be posted in custmer service centers and cell towers maintinace.Or by hiring youngsters between 18-25 years .the 5 lakh employees come down to 2.5 lakhs now .it will comedown to 2 lakhs by 2015.
    BSNL existance is very much essential for the safety our country and to arrest private operators earning money from custemers.for example when the introduction of mobiles by private operators you know they charged for incoming and outgoing calls at very very high rates,when BSNL allowed to start mobiles they tariff come down and all the custmers were benifited.
    finally one common problem facing by all the custemers from all the telecom operatots is :- some amount is deducting without knowledge/consent of custemers by means of content providers services/value added services.all custemers are suffering and bitterly complining on this cheating process.This is highly objectionable and against to indian i request all the custemers and eminent people to take all stps to arrest this cheating.i specially request supreme court lawers to takeup this issue and stop this cheating

    BSNL employee
    visakhapatnam, andhrapradesh

    • Dr.Srinagesh Poduri June 3, 2014 10:50 am

      Dear Malakondaiah garu. I am now at Australia. If you remember, I met you last month, I am from Bhimili. I purchased a postpaid connection with International Roaming. after reaching here when I tried to activate , it says that the SIM card registration failed. Could you please check, if the card has been activated for international roaming? Thank you.

  • krishan kumar December 24, 2013 12:47 am

    I want to share some point about BSNL.

    1. BSNL is feeding 2.54 Lakh family in india where as other private operator having 5 to 10% of this. 70 % employees are more than 50+. can they exist in other telecom company.
    2. BSNL still running Landline services in rural areas and facing a loss of 10,000 Cr. per year. where no other operate even think to go in dream.
    3. BSNL still running more than 1000 exchanges where monthly revenue is about 5000 to 6000 but bill of electricity and security in about one lakh per month.
    4. BSNL is giving broadband services in thousands of rural exchange, where other operator not even ready to edge network.
    5. In my district BSNL have 3G network in all taluka where only few operator have 3G network in district only. I am living in city where Asia largest refinery exist.
    6. Can you imagine the tariff rates Airtel,Vodafone and Idea, If BSNL not in market.
    7. BSNL have its connectivity in leh,ladakh, amarnath, siachen etc. only for the person who protect our country can touch with their family in such tough condition.

    there are so many points other………………….. which makes BSNL for country

    If BSNL wants to be become in profit, it can be done in 6 months……………

    1. Reduce employees strength upto 30,000 and make unemployment for about 2.20 lakh employees. Airtel having revenue 40,000 cr having only 25000 employees.
    3. Close all rural exchanges and cut them from indian economy and save about 10,000 Cr. per year. This is enough to make BSNL in profit.
    4. Close all 3G BTS in rural where it can unable to generate revenue equal to its electricity bill to running the BTS.
    5. Close all BTS in remote area and make Indian defence force to suffer.

    there are hundreds of point other which BSNL can do to become in profit.

    I agree BSNL has lots of drawback, but imagine the condition of India without BSNL.

    • Tharun George December 24, 2013 8:15 am

      BSNL can do the following practical things to get profitable.
      1. Close the landline service and replace all landline with WLL phones. For broadband replace with 3G.
      I am telling this because in my area BSNL is not giving both landline or broadband saying line not available.
      2. BSNL is getting paid by UOF fund from Gov to put BTS in remote areas and nexal areas.
      3. In Kerala Idea has more tower in rural area than BSNL. Almost all towers of Idea are now 3G. But BSNL has only started expanding 3G in 3 years.

      BSNL is not the only organization with large employees. Look at railway, largest Gov employer in India. Still its running without much loss.

      • AK December 24, 2013 11:25 am

        Railway has incurred Rs.60,000 cr loss

        • Tharun George December 24, 2013 2:35 pm

          Indian Railways(From wikipedia)
          Revenue Increase to INR 1256.8 billion (US$19 billion) (2012–13)
          Net income Increase to INR 104.1 billion (US$1.6 billion) (2012–13)

    • Pravat Kumar Das December 24, 2013 12:56 pm

      Very good point about BSNL. thanks

    • rangarajan December 24, 2013 3:08 pm

      BSNL has a huge work force to be reduced by VRS (VOL REmoval scheme), already i informed authority to work with 30,000 to get profit but CMD is calm cos he is retiring in June 2014

    • A RAO December 24, 2013 4:23 pm

      All private operators do business BSNL gives Services to public .BSNL wants profit it can come with in a year profit by doing business like private opertors.BSNL moto is to give best possible services to public in every corner of India and it is ready to give /restore immediately the communication when disastrous rains floods etc occures then the private operators. for example a Appreciation letter from Govt of India received for restoration communication services at Uttarkand in june 2013 when a big disastrous happened .

      • sanjay April 10, 2014 2:16 pm

        good comments sir.

    • kalyankar December 29, 2013 9:45 pm

      SIR GOOD COMMENTS……………….

  • sand December 23, 2013 11:12 pm


    My idea is that bsnl should have tailor made plans and also special offers for customers who make good amount of recharges.
    A gift would always make a consumer feel important and he would stick around.

    Postpaid is the greatest revenue generator.Bring down the security deposits at par or lower than private firms.Couple it with the fair and transparent billing of bsnl and they will be instant hit.

    Have a greatly responsible cust care that responds.

    Cut down broadband prices now instead of doing it wen maybe 4g brings down tariffs and people have already migrated.customer loyalty always has its own magic.

  • sand December 23, 2013 11:07 pm


    In my mail apart from the complaints i had mentioned these same things to the CMD as some ideas.I dont know if he took any notice of that but since his office acted on the complaint i guess he took notice.

  • sand December 23, 2013 11:04 pm


    I have been complaining for the last 2 yrs to fix the bsnlsupport.
    Finally last month i decided to escalate matters further.I sent my complaint to the CMD of BSNL with the kerala circle head in cc.This was my final attempt.
    It worked.I got a mail back from CMD SECTT.Also complaints of mine were being called up and followed up by the circle head or someone in kerala.If you dont trust me i could put the screen shot of the reply i got here.I think all bsnl customers should try this.I even offered the CMD the recorded call with customer care which gave me a 53 min hold time.
    I think since we choose to vent our anger here and there an dnot take it up in the official way we get no replies or fixes.If every consumer facing the issue instead complains and follows it up and makes sure it gets heard then yes we can definitly make changes.

    I ask every bsnl customer to do the same and then we will see the changes.Dont give up by porting or adjust.Get ur voice heard.

  • k thirmal reddy December 23, 2013 10:36 pm

    Here I should mention that,If there is any PSU in India without it’s own responsible and accountable top management,that is the one and only BSNL.It is a peculiar situation in BSNL.Even after 13 years of its formation ,it still works like a Govt.dept. Definitely there are a handful of top managers of impeccable integrity and concern for it,who can make things happen. The best trained executives and prime assets and latest infra are the core strengths. They should not be underestimated .The non performing assets to be made performing through innovative methods. There are constraints,Profit making is not the ultimate vision,but Hope BSNL shall survive and come up with flags to enhance value in the hands of customers and save the people of India from the clutches of private coS,if Govt. has the will to serve the people through BSNL.

  • b m b December 23, 2013 10:25 pm

    UPA Govt should release all Dues pending from DOT. some schemes to be announces like Ex MOS Paswanji schemes of Rs500.connection,Officials/officers of GOVT should use BSNL.HON MOC can look in bottle neck GSM networks needs of BSNL

  • Vikas agarwal December 23, 2013 9:56 pm

    I do not think now BSNL can compete with Private operators.One SDE of BSNL namely Sailash yadav of Faridabad earning black money and nobody is taking any action against him.he is working in tax section.

    So if condition like these continues and strict action if not taken then people will fed up from BSNl.

  • Darshan Malu December 23, 2013 9:44 pm

    It should be published in newspapers media everywhere…so that R.K upadhya will know abt it…or your efforts going 2 b utter waste…plz possible mail this post to media mails.. like to TOI or NDTV or ET or anywhete possible..i am sure they will appreciate u r efforts and will publish them…

  • Ducts December 23, 2013 9:40 pm

    Nothing is going to improve
    India is a country where the top officials r old…u can c our pm…even with bsnl same thing…that r.k upadhay i think can even not operate his email id i think bcuz after sending so many email that man doesnt even have sense of replying…*uck u r company n sry not company actually u n ur corrupt team…
    Saala samajhta nahi its nly our india’s loss…if u c AT&T…Due 2 its QoS people dont even think to go for T-mobile….
    Indian government koh bhi samajtha nahi to appoint youngsters in such job by seeing what he actually knows n with gud marketting skills…
    WTF even after having pan india 3G lincense one would had taken advantage of it n make company to move forward…R.k upadhay u just take retirement u r mind age has no more ideas its time u r mind needs SANYAS

    • Rishabh December 23, 2013 10:41 pm


  • Akhil Mohan December 23, 2013 9:13 pm

    My experience.
    For the last two weeks there is no internet in my 3G connection. It connects but no data transfer takes place. Registered a complaint with the no 9400000198 an waited for their call for 1 week but no one called me and today i received a message saying your complaint has been closed.
    How will a company like this ever make profit. If govt tries to bail out BSNL i may even try to go to court to prevent that because public dont need to pay for their wrong doings and inefficency.

  • derik December 23, 2013 8:43 pm

    I LOVE BSNL……..

  • L.Shobha December 23, 2013 8:12 pm

    I would like to comment on corruption. Eradicating corruption should be TOP DOWN approach and not BOTTOM UP approach. Corruption cannot be cleansed from lineman to CMD, but the other way around. BSNL is a government company and obviously it will be a reflection of how our government is being run – scam ridden – Coalgate, 2G, Maharashtra dam scandal,Commonwealth games scandal, Robert Vadra Scandal, mining scandal etc, etc. As the saying goes – “Yathah Raja, Thathah Praja”.
    BSNL has its share of scams within – awarding of contracts by top management to Boston Consulting Group, appointing brand ambassadors to Ms. Preity Zinta, Deepika Padukone without any tangible result. Perhaps the biggest of them all is the BSNL CDMA services. Crores of public money invested without any revenue.
    As for the employees, it is better to offer VRS to all the DOT recruited employees and hand over the organisation to the BSNL recruited youngsters and make them more accountable.
    Finally BSNL should continue to exist in the larger interests of the country’s security. The government can not allow the Mittals, Ambanis, Tatas and Birlas to pocket crores of rupees money to gift aeroplanes to their wives and celebrate glitzy and glamorous wedding anniversaries and build Antilias with helicopter landing pads.

  • joseph joy christopher December 23, 2013 7:47 pm

    BSNL Lags in
    1)proper plans
    2)no permanent tariff some plan came within 2 week’s it will be removed eg: 12rs roaming pack
    3)bad customer service
    4) even using gprs packs is not allowed in tn circle on black out days even with pack it is chargable.

    1)core network in all area’s

  • SAHIL December 23, 2013 7:03 pm


  • Panditji December 23, 2013 6:21 pm

    It is completely true that BSNL does not care its customers. I surrendered a BSNL land line connection in Muzaffarpur, Bihar only because of its employees. After many request to its concern officials (even to higher official ,BSNL Muzaffarpur) no proper step was taken for a long period but every bi-month i was served with a suitable bill and finally i unwillingly surrendered the connection. This is what BSNL officials care its customers. If this situation remains continued, BSNL will never go in profit.

  • Satheesh December 23, 2013 6:06 pm

    Myself is a BSNL employee. I think the real problem lies with the TOP management. Top level management is still DOT staff and deputation to BSNL. Most of them are least bothered about the future of the Company and they are only burocrats and no professionalism which is the need of the hour. They are not at all accountable for their activities and not ready to accept the feedback given by other stake holders such as employees, franchisees etc. Only proffessional management can rescue the organisation

    • js December 23, 2013 8:33 pm

      The pathetic state of the BSNL is purely because of the very bad attitude of the employees. Employees are only interested in salary hike for every pay commission and spend least time in office. If you want to see the attitude of the employees you should go to an exchange or customer care center. As a BSNL employee did you recommend any of your family or relatives to use BSNL product. Do you know all details of BSNL products provided in your circle. First BSNL employee should confidently market the product with their friends and relatives and they are the prime source of brand building. They will blame BSNL then how they will be able to build the brand. 2lakhs employees if they try their best then BSNL can be profitable within 6months. Customers need BSNL service but if BSNL can reach customers then people will always opt for it. BSNL has the best tariff plans, best coverage and no hidden charges. So only attitude of the employees should change not higher officials. It is just an excuse to runaway from responsibilities by blaming higher officials. This is what always BSNL employees union do.

    • Akhil Mohan December 23, 2013 9:15 pm

      No body wants BSNL to improve. Please shutdown…

      • js December 24, 2013 9:54 am

        Before commenting on this, you should know India first. 90% percentage of mobile users do not want 3G or 4G or any data use. They use mobile only to contact near and dear ones. BSNL is the only service provider who provided service in rural areas small panchayats, naxal affected areas and even Jammu and Kashmir where our soldiers are totally depending on BSNL network to contact their near and dear ones. Pvt providers only look at profit and even betray nation for the sake of money. All defence orgs can only depend on BSNL and not any other service provider. In UK customers did an agitation against vodafone on not paying the tax. But in India customers will get more attracted by just the brand name and since it is a foreign operator and even though they do all tax frauds.

        • SS December 24, 2013 11:31 am

          I still believe that vodafone tax case is completely non sense. When vodafone acquired hutch, there was no such law to tax transactions between companies incorporated outside india. (the same supreme court ruled). Now they changed law to extract money by hook or by crook. Is this a way?

  • krishna December 23, 2013 5:16 pm

    Sometimes, the strength becomes weakness. The same is happening in BSNL. ie., Excess staff (Comparing with Private operators) is one of the reason for loss. The management should take some bold decisions like giving VRS/ minimising retirement age from 60 to 58 (as major CPSU had the retirement age as 58).

  • Chandra Sekhar Mandal December 23, 2013 4:30 pm

    Previously i was using BSNL because it was giving 8 GB 2G [although i was getting 3G speed every time i recharged on my sim] data for just Rs.219 for 30 days. But after they unified 2G and 3G packs, i did no recharge on that BSNL sim and its validity is also over. I was a BSNL customer just because data purpose.

    • id December 23, 2013 8:26 pm

      still its cheaper than others tariff.

      • deril December 23, 2013 8:51 pm


  • BatMAn December 23, 2013 4:30 pm

    The funniest thing i have noticed is,When ever Electricity in my area is down, the same time,the BSNL network signal will be zero, after a few minutes signal will be restored(Even if Electricity is Restored or not).
    i think they are have to start the DG Manually/or No proper UPS…
    if we are in a call, the call will be doped.
    @ Bsnl Karnataka Circle.

  • Rama December 23, 2013 3:32 pm

    How did you know that BSNL has given out contract to expand netwrok in north india,if you have any other source than tt and economic times would you please share it.

  • SS December 23, 2013 3:22 pm

    This isn’t a new news. This was expected and it happened. Thanks to the worst management of bsnl. In my circle up east, there are fairly large no. Of customers but ironically only 42% are active as per trai’s report. On the other hand vodafone has 99.70% active users and its 2g services are superior among all here. My father uses bsnl only for 151-400 mins tariff and would surely dump it if they ditch that scheme.

    Data services are worst than hell in bsnl. For 20 days of month 2g data remains down and 3g goes down many times a day.

    Interconnectivity problems in bsnl are not uncommon. Last time they blocked calls to vodafone for 2 months and only bsnl customers suffered. I use airtel in delhi and its awesome in quality of service. No single issue to complain about. In up east i use idea because of its robust 3g network all over the state. Bsnl must to learn from them.

    But bsnl in far more superior than tata docomo, reliance gsm, aircel. Lets hope that they improve. :-)

    • Adil December 23, 2013 9:50 pm

      ss i always use to agree to you but this time in climax i deny to your comment bsnl is worst than all operator whether it is docomo aircel reliance in fact uninor is far better than bsnl….that is why uninor is making positive cash flow where as bsnl dying.

  • Aam Admi December 23, 2013 2:21 pm

    “8. Shut down loss making telephone exchanges or the ones which bring less revenue – many people opt for landline just due to broadband benefits through such exchanges (mainly rural). 3G data cards at special prices could be encouraged at such places.”

    As you already know, 3G data cards are not a substitute to wired broadband. I pay around 1000 INR for a broadband connection while living in a rural area. I’m ready to pay more if BSNL can offer a 1 Mbps unlimited without FUP plan. I keep my line only for broadband(a lot of people).

    • Chethan S December 23, 2013 7:13 pm

      Though I enjoy good quality Beam Fiber connection here in Hyderabad, my family’s situation is like yours back in my home town. Our home falls in a BSNL Rural exchange’s limits! There particularly in the rainy season due to thunderstorms, BSNL officials power off the telephone exchange during nights and even during weekends as an anticipatory measure depriving us of broadband connectivity. Having a night unlimited connection, we find it extremely the difficult to use internet within data usage limits. As you said 3G data card is certainly not an alternative to wired broadband but if service is not good, 3G at special rates would be welcome.

  • Tharun George December 23, 2013 1:53 pm

    The only reason I am on BSNL is for cheap 3G and good 2G coverage. All other things of BSNL are worst. Call rates are not that low. 2G internet is pathetic cannot even open google. It takes 45min to get connected to customer care. Network busy, low quality sound.

    • prithvi December 23, 2013 3:36 pm

      Exactly +1. BSNL :(

    • Sugu December 23, 2013 8:35 pm

      @Tharun Well that’s really surprising coz I have never faced such situation. once, when i had a problem, ie Rs.5 being deducted every week for no reason, I went to their Thirunakkara Office and complained. 2 days later , I received an SMS saying that my issue had been solved and even refunded me! About the tariff, in my knowledge, it is providing cheapest base tariff, among the operators i know. I may be wrong. and about 2G speed, i always get a speed above 10kB/s.
      here is my speed test, 2G:

      • Tharun George December 24, 2013 8:27 am

        BSNL never deducted nay of my money. As far as tariff go it is as high as private. Most plans are 1.5p/s and only mithram plan has 1.3p/s. STV are also costly.

        10KB/s is very very low. Your ping is very bad PING 903 ms. Try opening gmail with it. I have tested all operators 2G speed in Kerala. Here are the result.
        Docomo- 236kbps
        Aircel- 225kbps (Shutdown)
        Reliance- 225kbps
        Idea – 170kbps
        Vodafone – 140kbps
        Airtel – 100kbps
        BSNL – 100kbps

        For 3G BSNL has speed between 1-2mbps. But Idea 3G gives 6mbps at most time. I use Reliance for 2G internet and calling. Rs 74 STV gives 1p/2sec for 6 months. Lowest tariff in India.

      • Tharun George December 24, 2013 8:30 am

        By the way you went to Kottayam office to get Rs 5 back? Once I had gone there to pay Rs 4 bill for landline. They laughed at me and asked how much Bus fare I spend to get there.

        • sugu December 24, 2013 2:20 pm

          I said above 10kB/s. And it deducted Rs.5 for 4 weeks. I did not say anything about the refund but still they did! and about 3G, after 10:30, I always get only about 50-70kB/s at home. But at the morning, it flies of to 500-700kB/s. when I went to my friend’s home at kumaranellor, there’s even H+ and I downloaded 270MB under 8 minutes…
          Bus fare lol, Vadavathoor to Old bus stand… 6rs… lol…BTW, only 4rs landline? what was your plan? I hardly use tye landline, the connection is only to avail broadband

          • Tharun George December 24, 2013 7:00 pm

            Vadavathoor? We are so close yet meet online. I am here just before Manarcad. I most signal from Vadavathoor tower.

            I used to pay for 1 year for landline + broadband. Some times exceed and they send Rs 2 or Rs 4 bills by postal. Postage itself is Rs 4 for them.

            Disconnected BSNL broadband and landline this month. I have Asianet broadband and Relaince 2G. If you are using BSNL Broadband, better switch to Asianet 4mbps broadband plans.

            I used to get 3G signal from BSNL tower at vadavathoor. But 2 months ago BSNL added 3G to Rubber Board tower. BTW I get signal for all private operators from Vadavathoor. Does Docomo have tower at Vadavathoor? I am complaining for past 5 years to them about no coverage.

            • Sugu December 25, 2013 5:27 pm

              Ah, I think not. Actually, where does Docomo have towers? My home is 2KM away from Thirunakkara. Mostly, I walk. By the time I reach home, BSNL will have switched through 3Towers (all 3G), while Docomo still remains connected to Thirunakkara. I just get 1bar of range here, and if I go to the hall, no coverage. Even when I went to my friends house, 5km away its the same tower…
              If you use android, then download Network Signal Info, it gives all details about that tower

    • Riju VV December 23, 2013 10:29 pm

      Bsnl kerala already introduced new customer care 9400000198.
      No need to wait. just call and enter your number. They will call you back.

      • Tharun George December 24, 2013 8:28 am

        You have to wait for there call back. Which will take 30min – 1 hour.

      • Akhil Mohan December 24, 2013 8:32 pm

        They never called me back for my complaint.

    • Akhil Mohan December 24, 2013 8:30 pm

      Idea is now giving 1GB data for Rs 123 as a special offer. :)

  • Kaushik Roy December 23, 2013 1:44 pm

    BSNL network is dead in Kaikhali near Kolkata Airport Area for last 10 days
    It seems that BSNL network is dead in so many places of Kolkata and they are not aware of BSNL fault and it forces people to use non BSNL SIMs

    • Partha December 23, 2013 8:42 pm

      @Kaushik, I live in Haldiram area near kaikhali and I did not face the problem you mentioned even for one day. What was your exact location? is it just beside Airport area ? .

      • Kaushik Roy December 23, 2013 10:54 pm

        @Partha There are few towers surrounding Kaikhali near your area haldiram
        Haldiram cell info display is KENDRIYA VIHAR (A,B,C) which is working fine and I get its signal from Outside my home, but inside its stength is NIL. Only I get cell info KAMALAPUR(A,B,C) & DASODRONE(A,B,C) with 1 bar from balcony with fluctuation every 1 minute
        But the tower with KAIKHALI(A,B,C) cell info is not working from last 10 days which is the nearest tower from my house which is situated at Main road of VIP.

        • Kaushik Roy December 26, 2013 11:19 pm

          Finally BSNL cell info (KAIKHALI A,B,C) tower started working from tonight after almost 12 days

  • Saurabh December 23, 2013 1:27 pm

    Since they gave tender for expansion in North zone, I hope that their service will get better in Haryana and 3G will become available by October but none of the things happened. Instead their 2G network which was worst before getting more and more worst here. The indoor signal in my area in whatever house you check is nil to 1 bar only. Those living near the BTS also face call drops. You can’t call without voice cracking. The network is just getting to bottom and no one to take care. I have BSNL SIM which I recharge only once in a year with Rs.34 validity extension to keep it alive as I keep SIM to check service quality.

    Whenever you call customer care, the IVR says, “Your extimated hold time is 35 minutes 27 sec” and always over it. Their CC is complete dumb and people at CSC are just illiterate who has only one answer for all the question. “Bhai yeh toh upar waley log decide karenge tabhi upgrade hoga. Ab tumhara signal nahi aata toh hum kya kare?” Their quality is sucking to the bottom at 60-70% places. Their VLR data shows that not even 10 lakh out of 30 lakh subscribers using it. Now you can understand why?

    Thanks to the private companies like Vodafone and Idea and Airtel also who have ubiquitous network and even after having 3-4 times of BSNL subscribers their network works like charm and 99% uptime. Thanks to Idea for providing 3G to city, towns, villages and everywhere I went it was there. Today, I don’t have a single contact which is of BSNL and those I have are ported out to AVoId only.

    Videocon has started expansion and now have more active customers than BSNL in Haryana and soon they will have mre than that of Tata and Reliance. Their is a limit to stupidity and BSNLhad crossed it since it started. The condition here is even worst then what it was in 2004. It seems that BSNL is handling 500 customers per tower here which is chocking network all the day. Few weeks back their network kept dead for 3 days. So those who are on bsnl are losing everything.

    I hope they don’t launch 3G in towns as their 2G signal is 1 bar on 1800 MHz. What it will be on 2100 MHz 3G band… They should save money and never launch 3G in towns in Haryana. A slap to BSNL face from me. :D

  • John Thomas December 23, 2013 1:16 pm

    What ever the writer suggested will never been going to implement. I am been very long investigating BSNL policies and methods,i found that bsnl is administered by very corrupted ones. Inefficient officers are getting on the top. The main reason why people don’t choose bsnl is that,even though if there is a tower nearby to ones home,it is hard to find signal inside their home. Government still holds bsnl nothing for but to maintain a security level in communication of strategic important ones.

  • Ramesh Darji December 23, 2013 11:40 am

    Dear Sanjay, I want address issue of tata docomo not BSNL. BSNL is govt company and some can understand but what happen to Tata?
    In gujarat they have 3G but surprisingly they stop expanding 3G coverage. Worst ever, they switch off many sites in rural areas and highways. In gujarat late entrant Uninor and videocon even doing better than tata.
    Its worst ever they offers and schemes. Their offer is changing so fast that customer lost trust on them.
    Still they are riding on photon+ in maharastra and mumbai but their time is now over. They are not realising adoption of 3G and still their data package is much higher.
    On the other hand realince and other 3G operator providing much cheaper 3G. 156 now for realince 3G. 299 for 2GB for MTNL and others are offering good.
    Reliance Joi will launch service in short period and I think BSNL and other private operator who is not much serious about customer choice will be finished.

  • jz December 23, 2013 11:26 am

    bsnl is cheap and best but didn’t know how to encash it.

    • Vamsi December 30, 2013 10:09 am

      Hi frnd …..thx for the article and my view was BSNL has a robust network to serve india better than any private company but The main and only obstacle was their employs …the higher authority should initiate necessary steps to deploy corporate style to bsnl….becz we all know that working hours of bsnl employs are not up to the mark so make them(Employes) work and serve better