Trai Tightens Cable TV Repair Rules, No Payment for Operators 72 Hours After Complaint Filing

Trai is tightening the noose over DTH and cable operators who are slipping away on norms like customer service, migration process and more

Highlights
  • Previously, Trai issued a notice to Airtel Digital TV for blacking out screens
  • The regulator has also forced DTH and cable operators to setup streamlined customer service channels

The Telecom Regulatory Authority of India (Trai) introduced the new tariff regime which changed a lot of things about the pricing of channels, channel packs, and the way of operation for cable and DTH operators. However, in its run-up to the tariff implementation deadline of March 31, the regulator is ensuring that it is addressing the various grievances that the subscribers are facing whether it is related to late activation of channels, missing channels, faulty connection and customer service and more. Trai has also been active on Twitter for the same reason and is leaving no stone unturned in tightening the noose around the companies who slack on these new directions.

Trai Rule on Faulty TV Connection

The industry regulator tweeted saying that in case any customer faces the issue of faulty connection then there is a provision of a call centre where the subscribers will be able to register their complaint and log in their grievance. Further, in the Tweet, Trai said that in case after making a claim there is no action from the respective cable operator or DTH provider then the subscribers won’t have to pay after 72 hours. It is worth noting that many subscribers who switch to a set-top box or migrate their services to another operator might face such faulty connections and the set-up of such an accountable system tightens the noose around the DTH providers and cable operators who will now put more emphasis on customer service.

Max Cap on Installation Charge, Service Charges and More

In the past few days, this is not the only clarification that Trai has issued. The regulator also revised and regulated the rates which the consumers were paying to the service providers for services like installation, repair, card replacement and more. As per the new Trai mandate customers needn’t spend more than Rs 200 if a representative of the company visits their home. Further, they will only be required to pay Rs 300 if they want their smart card replaced. According to a similar mandate, Trai has capped the installation and activation charges of DTH services at Rs 500. Previously, service providers were charging exorbitant prices from their customers. However, now the subscribers have been ensured that they won’t have to pay more than Rs 500 for both installation and activation combined.

Before this, the service providers were charging up to Rs 1,200 for both of these things, but now the charge has been divided into two parts, and Trai has noted that subscribers will be charged a maximum of Rs 350 for installation and Rs 150 for activation of services. However, with that pricing, the consumers were not paying separately for the equipment, but most likely now they will have to deposit a refundable amount upfront before the beginning of services.

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Arpit spends his day closely following the telecom and tech industry. A music connoisseur and a night owl, he also takes a deep interest in the Indian technology start-up scene and spends rest of his time spilling poetry and stories on paper.

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