Lok Sabha Question No. 1016 (UNSTARRED), answered on 2016-03-02
Subject: Poor Broadband Services
Ministry: COMMUNICATIONS AND INFORMATION TECHNOLOGY
Asked by: SAKUNTALA LAGURI, CHANDRAKANT BHAURAO KHAIRE

## MINISTRY OF COMMUNICATIONS AND INFORMATION TECHNOLOGY

## GOVERNMENT OF INDIA DEPARTMENT OF TELECOMMUNICATIONS

## LOK SABHA UNSTARRED QUESTION NO. 1016 TO BE ANSWERED ON 2 nd  MARCH,  2016

## POOR BROADBAND SERVICES

†1016. SHRIMATI SAKUNTALA LAGURI: SHRI CHANDRAKANT KHAIRE:

Will  the  Minister  of  COMMUNICATIONS  AND  INFORMATION  TECHNOLOGY be pleased to state:

- (a) whether the broadband services are not satisfactory in the country;
- (b) if so, the reaction of the Government thereto;
- (c) the steps taken by the Government in this regard;
- (d) the number of complaints received by the Mahanagar Telephone Nigam Limited (MTNL) and Bharat Sanchar Nigam Limited (BSNL) in this regard during the last three years and the current year, State-wise; and
- (e) the  number of officials  found  responsible  in  this  regard  while  probing  the  said complaints and the action taken against them?

## ANSWER

## THE MINISTER OF COMMUNICATIONS AND INFORMATION TECHNOLOGY (SHRI RAVI SHANKAR PRASAD)

(a)  to  (c)  Telecom  Regulatory  Authority  of  India  (TRAI)  has  laid  down  the  quality  of service  standards  for  broadband  service  through  'Quality  of  Service  of  Broadband service  Regulations,  2006  dated  6 th October,  2006.'    TRAI  has  been  monitoring  the performance  of  service  providers,  against  the  quality  of  service  benchmarks  for  the various parameters through compliance reports submitted by the service providers on quarterly  basis.  As  per  the  performance  monitoring  report  for  the  quarter  ending September,  2015  for  Broadband  services,  all  the  service  providers  are  generally meeting  the  benchmarks  related  to  the  parameters  for  its  Broadband  services.    Non Compliance with the benchmarks is mainly observed in respect of the parameters (1) 'Response time to the customer for assistance %age of calls answered by the operators (voice to voice) within 90 seconds' in 7 service areas of Bharti Airtel Ltd &  M/s Atria on All India basis.

BSNL and MTNL have taken several steps to improve their broadband services. Some of these steps are as follows:

Contd……..2/-

## BSNL

-  New Google Peering at Noida and Mumbai.
-  Akamai Caching augmentation by 60 GB has been planned at IGW(International Gate Way) Chennai ,Mumbai and Bangalore.
-  Google Caching at 14 locations.
-  Upgradation of 47 heavily loaded BNGs (Broadband Network Gateway).

## MTNL

-  Optimisation  of  network  to  provide  the  better  connectivity  &  assured speed.
-  Close monitoring & Review of various internal links of core equipment on routine basis using locally developed tool IP Tester on mobile devices.
-  Experts  groups  have  been  formed  to  handle  broadband  service  related complaints.
-  Separate teams have been deployed in each area to monitor and quick resolution of issues to further improve the services.

(d) & (e) The circle-wise details of number of complaints received by the BSNL and MTNL for their broadband services during the last three years and the current year as given in Annexure.

Broadband complaints are, in general, attended by BSNL and MTNL promptly.

Contd…….3/-

Annexure Circle-wise details of number of complaints received by the BSNL and MTNL for

## their broadband services

| Name of the Circle   | F. Y. 2012-13                                     | F. Y. 2013-14                                     | F. Y. 2014-15                                     | F. Y. 2015- 16(upto Jan, 16)                      |
|----------------------|---------------------------------------------------|---------------------------------------------------|---------------------------------------------------|---------------------------------------------------|
| Name of the Circle   | Total no. of landline Broadband faults registered | Total no. of landline Broadband faults registered | Total no. of landline Broadband faults registered | Total no. of landline Broadband faults registered |
| BSNL                 |                                                   |                                                   |                                                   |                                                   |
| ANDMAN & NICOBAR     | 2190                                              | 3483                                              | 2096                                              | 1664                                              |
| ANDHRA PRADESH       | 246340                                            | 337931                                            | 320983                                            | 341063                                            |
| ASSAM                | 20175                                             | 23050                                             | 28503                                             | 32456                                             |
| BIRAR                | 29028                                             | 71832                                             | 74056                                             | 80366                                             |
| CHHATTISGARH         | 14986                                             | 14615                                             | 17615                                             | 13419                                             |
| KOLKATA              | 219139                                            | 281671                                            | 297029                                            | 244302                                            |
| CHENNAI              | 255414                                            | 542541                                            | 505582                                            | 402042                                            |
| GUJARAT              | 171437                                            | 180487                                            | 152261                                            | 115300                                            |
| HIMACHAL PRADESH     | 19467                                             | 19810                                             | 28527                                             | 22726                                             |
| HARYANA              | 54541                                             | 48610                                             | 43313                                             | 35451                                             |
| JHARKHAND            | 23176                                             | 35037                                             | 30164                                             | 26418                                             |
| JAMMU & KASHMIR      | 22895                                             | 24089                                             | 19742                                             | 15633                                             |
| KERALA               | 349201                                            | 468122                                            | 271834                                            | 582161                                            |
| KARNATAKA            | 342981                                            | 282534                                            | 174152                                            | 141693                                            |
| MAHARASHTRA          | 153412                                            | 246134                                            | 247279                                            | 227912                                            |
| MADHYA PRADESH       | 44084                                             | 50792                                             | 62775                                             | 65176                                             |
| NOTH EAST-I          | 9689                                              | 9282                                              | 7391                                              | 6832                                              |
| NOTH EAST-II         | 2669                                              | 3582                                              | 3085                                              | 4330                                              |
| ODISHA               | 35928                                             | 45843                                             | 44292                                             | 39899                                             |
| PUNJAB               | 102593                                            | 106481                                            | 100063                                            | 78726                                             |
| RAJASTHAN            | 128864                                            | 107174                                            | 73601                                             | 106881                                            |
| TAMILNADU            | 147441                                            | 185737                                            | 146194                                            | 129858                                            |
| UTTARAKHAND          | 21990                                             | 22346                                             | 21922                                             | 19147                                             |
| UTTAR PRADESH(E)     | 119095                                            | 97231                                             | 95868                                             | 79081                                             |
| UTTAR PRADESH(W)     | 63922                                             | 70205                                             | 65352                                             | 55465                                             |
| WEST BENGAL          | 52291                                             | 59547                                             | 52273                                             | 47069                                             |
| MTNL                 |                                                   |                                                   |                                                   |                                                   |
| DELHI                | 1236173                                           | 1311648                                           | 1255530                                           | 1060237                                           |
| MUMBAI               | 1180449                                           | 1255425                                           | 1379834                                           | 1068673                                           |

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