Problems getting online

I use a wireless modem to access to the Internet as my home does not have a land line.

I currently use a DTAC to access the Internet and pay about 1,300 baht per month for unlimited service using a GPRS SIM card. I have had the service since June of last year. Many, many times the service is below par and often it is just ok, but I have no choice.

This past Saturday I had real problems with the connection. After calling many times to DTAC in Bangkok – and having to paying for the call – they told me that the...

  • Asked on Friday, August 27, 2004 | 03:25 PM
    Unhappy in Kamala

If a customer calls the DTAC customer service center, our staff will assist him immediately if we know what the problem is. Otherwise, we will investigate and call him back after we have identified the cause.

Refunds are given on a case-by-case basis. In this case we were able to reach an agreement with the customer after meeting him in Phuket.

Previously [at the time the customer lodged this complaint], DTAC’s GPRS service was charged according to a fixed monthly rate (1,300 baht) plus 10 satang per megabyte of information exchanged. The customer also had to pay for the price of the phone call.

If the customer could not download, he had to pay only the fixed fee and the cost of the call, not the usage fee. Now, however, DTAC offers many other GPRS packages for customers to choose from.

In this case, the customer’s complaint alerted us to problem and engineers were sent from Bangkok to fix it. The connection was fixed and the service restored to the customer’s house and the surrounding area.

For further information about any of DTAC’s services please contact our Call Center at Tel: 02-2028000.

  • Answered on Friday, August 27, 2004 | 03:25 PM
    Virat Jaruchoktaweechai, Director, DTAC Customer Service Group, Bangkok.
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