Standard TCN 68-227: 2006: Is there any protection for ADSL users?

The standard TCN 68-227: 2006 will take effect from mid-January to July, providing that 90% of service provision contracts have time to set up services in inner cities and towns up to 7 days; for towns and villages is 15 days.

But . according to the commitment of companies providing ADSL services such as VDC, FPT, Viettel . the survey time from receiving customers' requests is 24 hours; installation time and service delivery within 7 days (regardless of geographical location). Broadband Internet service (ADSL) has been provided in Vietnam for a long time, but the quality standards for this service are only issued on December 25, 2006 by the Ministry of Posts and Telecommunications (BC) and will be officially took effect from mid-January 2007.

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In fact, the quality of ADSL services used by many customers is still far from the prescribed standards. Quality standards issued by the Ministry of Transport (TCN 68-227: 2006) stipulate at least 90% of service provision contracts have time to set up services in inner cities and towns less than or equal to 7 days; for towns and villages, 15 days. Meanwhile, according to the commitment of companies that are providing ADSL services such as VDC, FPT, Viettel . the time for conducting the survey from the time of receiving the request to use the service is 24 hours. ; installation time and service delivery within 7 days (regardless of geographical location).

Mr. Le Huu Hien, Viettel Telephone Deputy Director affirmed that the service installation time for the company's customers is guaranteed for 7 days and reaches the rate of 90% or more: " Viettel's target is higher than the industry standard. TCN 68-227: 2006 has just been issued and prepared to apply ". Regarding the time to fix disconnection (calculated from the time the service provider receives a notice from the customer), TCN 68-227 specifies at least 90% of the disconnection times are fixed in low time. more than or equal to 36 hours for cities and towns and 72 hours for towns and villages. Currently, the promotion campaigns of enterprises (enterprises) are making the number of ADSL subscribers soar. But many customers are also disappointed when realizing the quality of ADSL service is not in line with the commitment of the companies before signing the contract. When the network dropped, the customer complained about the phone, the switchboard was stuck or the technical staff made several appointments to come down and repair the house; the charge is mistakenly charged or paid, and the service is also cut off; Access speed is not as published .

Every year, the Department of Post and Telecommunications Quality Management and Information Technology (under the Ministry of Post and Telecommunications) must conduct the testing of the quality criteria at Internet service providers. Test results show that most internet service providers in Vietnam achieve quality targets. But in fact, users still complain and complain. That is not to mention that compensation for customers when the service is not used has not been specified by state management agencies and suppliers have not made these commitments.

Mai Phuong