If you are PTCL’s Smart TV customer who always feels deprived of the freedom to run a second TV screen on the same connection when the local cable does it easily, there is good news. Now, you can run multiple TV screens on a single broadband connection with the help of PTCL’s newly introduced wireless TV devices that communicate with the modem wirelessly, and multiple TV sets can run independently.
The company is rolling out these devices in the areas where it is transforming the exchanges – a drive which it calls Network Transformation Project (NTP). Out of nearly 250 exchanges countrywide some 100 have been selected in different cities which are undergoing a transformation process. The first phase is scheduled to end by August 2019 which will impact nearly 50% to 60% customer base.
While talking to a group of bloggers in Lahore, EVP PTCL, Syed Shahzad Shah said, “NTP is an ongoing project under which 100 major exchanges across the country are being transformed. Currently, 53 out of 100 exchanges have already been upgraded in 12 cities; Faisalabad, Gujranwala, Hyderabad, Islamabad, Karachi, Kharian, Lahore, Multan, Peshawar, Quetta, Rawalpindi, and Sialkot.”
If you want to know if your area is included where PTCL is giving these services, have a look at PTCL’s website where the map shows the footprint.
While explaining the plans, Shahzad said, “Not only the equipment in these exchanges is getting an upgrade but also the customer premises equipment such as modems and routers are also being upgraded. But this is not it; we are also changing the way our field force interact with the customers”.
“We have initiated massive training for our field staff with a customer-centric approach for the only purpose, keep the customer happy,” Shahzad added.
We were told that PTCL had installed 300,000 high-quality new equipment for customer premises nationwide, which offered ultra-high data rates of up to 100 Mbps.
Moreover, 16 users can connect to these high-quality modems at the same time through their Wi-Fi.
PTCL team described that the number of complaints has reduced by 30% where the network has been upgraded.
In response to a question, Shahzad acknowledged that customers seeking support after registering complaints at 1218 were facing problems and the IVR system was yet to behave accurately for addressing users’ problems, but he hinted PTCL was making arrangements to make the experience seamless.
Fariha Tahir Shah, GM Corporate Communication also commented that it was imperative to give priority to the end customer and provide superior services for higher satisfaction. The significance of this project was immense as it showed that PTCL cared for its customers and would help in customer retention and acquisitions as well as improving overall network quality.