Telecommunication Consumer Protection Insitute

[arkom]

I been having big issues with TOT and there 6mb Jetpack service, ever since signing up for the service I have been averaging about 2 mbs. Called and spoke with bith call center and technical and was told that there was a problem with the lines and they don't know when it will be fixed, was at the point were I was ready to cancel and even argued about the 1000 thb I was supossed to pay for terminating the contract. Argued that I have not been getting speeeds as advertised, no where even close and that if I was getting 6mbs I wouldn't cancel, but of course didn't do any good.

Saw an online forum a bout TCI which is similar to the FCC in the US, people contacted them about TOT and ever since the service got better, some said they even got 2 months free service. Anyways gave it try and went to the website, printed out the compliant form and faxed it, to be honset I wasn't really expecting a reply from them but a week later got a letter in the mail form them saying that they will contact TOT to look into my problem and see if they can have them credit me for the time of bad service.

Anyways if anyone is interested will give an update on the outcome if any.

Note: TCI website and complaint form is only available in Thai.

[Pib]

Good info. Too bad the site is Thai only although Google Translate does help. Could not find the complaint form you mentioned even with Google Translate help...maybe it's right in front of me, but I just couldn't find it. Can you provide the link to that specific page/form on the site? Thanks.

[Pib]

As FYI, a 10 Feb 11 news article in the Bangkok Post, Business, Telecommunications section titled, Broadband Speed Trap Stings Users, talks about a survey done by TCI regarding advertised internet speeds actually achieved by customers of True, 3BB, and TOT. On the survey, TOT came in last.

[arkom]

Good info. Too bad the site is Thai only although Google Translate does help. Could not find the complaint form you mentioned even with Google Translate help...maybe it's right in front of me, but I just couldn't find it. Can you provide the link to that specific page/form on the site? Thanks.

Here is link to the complaint form. The download link is typed in green letters, its a PDF file but unfortunately in thai...

Fortunatley had help from GF with filling out the form, be sure to include as much evidence as you can bill statements, screen shots of speed test ect. and fax it in.

Also saw same article...no surprise that TOT came in last, looks like True is the way to go.

[Pib]

Thanks. I just sent an email to the two email addresses on the form asking if they had an English version of the form, as that would help foreigners submit complaints also. When/if they respond I'll post what appropriate.

[kuffki]

You need to be aware of a few things

Their argument about the speed is-local websites, and you will find that local sites get the speed they promote.

Also i have tried lodging complaint to one of those departments but in regards to another matter. Nothing happens and nothing gets done.

Save yourself the headache, simply stop paying the bills and they will automatically disconnect you.

They will not go after you for the outstanding bills and to make the matter even more funny, you will not be blacklisted, because foreigners do not get black listed in Thailand.

If you in Chonburi area look into Sophon Cable Internet-stable, fast connection. If you not in Chonburi, give them a call anyway and see if they have or know of a company in your area who do "cable", fibro-optic. It is slightly more expensive but speeds and stability does not even compare.

Example, TOT is advertising i believe 6MP for 599baht, with Sophon Cable i pay 690 for 4MP, but i always have 4MP

[hml367]

Maybe in your case nothing got done. I submitted a form and I was contacted by mail, not email, from the department.

I am not going to get into the whole situation as I already know what would happen. I would just like people to know that sometimes things do work in Thailand. It is not, in my experience, like it is portrayed to be in terms of worthless.

MSPain

You need to be aware of a few things

Their argument about the speed is-local websites, and you will find that local sites get the speed they promote.

Also i have tried lodging complaint to one of those departments but in regards to another matter. Nothing happens and nothing gets done.

Save yourself the headache, simply stop paying the bills and they will automatically disconnect you.

They will not go after you for the outstanding bills and to make the matter even more funny, you will not be blacklisted, because foreigners do not get black listed in Thailand.

If you in Chonburi area look into Sophon Cable Internet-stable, fast connection. If you not in Chonburi, give them a call anyway and see if they have or know of a company in your area who do "cable", fibro-optic. It is slightly more expensive but speeds and stability does not even compare.

Example, TOT is advertising i believe 6MP for 599baht, with Sophon Cable i pay 690 for 4MP, but i always have 4MP

[Pib]

Thanks. I just sent an email to the two email addresses on the form asking if they had an English version of the form, as that would help foreigners submit complaints also. When/if they respond I'll post what appropriate.

They did respond quickly. Email response address was [email protected], which is one of the two email addresses from the bottom of the Thai complaint form. They do not have an English version of the form yet, but below are their instructions to use a letter instead. I expect this letter format mirrors the Thai form. Additionally, as mentioned by the OP, include as much documentation as you can to support your complaint such as screen shots of speed tests, copies of bills, etc. No different than if you was submitting a complaint in your home country....facts, facts, facts, with no whining.

You can write the complain letter by give us the information about

1. Your name and Surname

2. Your address in Thailand. (for sent you letters)

3. Your mobile number or landline telephone number (for contact you in the further information)

4. Telephone number and the operator (telecommunication company) that you want to complain. (for inform the operator to resolve your problems)

5. Write about your problems

6. Write about your request that you want the operator to resolve

Then send us these information

7. Your copy of Passport (or you can take a picture of your passport and send us the picture also for you convenient)

8. Your copy of the service bill (if you are the post paid customer)

9. Other information that relate the complain

You can send us by

1. Fax +662 279 0251 (automatic 24/7)

2. E-mail (scan the copy of papers and send us)

3. Letter

The Telecommunication Consumer Protection Institute, TCI

404 Phaholyothin Center Building (2nd floor).

Phaholyothin Road, Phayathai, Bangkok 10400, Thailand.

[arkom]

Thanks. I just sent an email to the two email addresses on the form asking if they had an English version of the form, as that would help foreigners submit complaints also. When/if they respond I'll post what appropriate.

They did respond quickly. Email response address was [email protected], which is one of the two email addresses from the bottom of the Thai complaint form. They do not have an English version of the form yet, but below are their instructions to use a letter instead. I expect this letter format mirrors the Thai form. Additionally, as mentioned by the OP, include as much documentation as you can to support your complaint such as screen shots of speed tests, copies of bills, etc. No different than if you was submitting a complaint in your home country....facts, facts, facts, with no whining.

You can write the complain letter by give us the information about

1. Your name and Surname

2. Your address in Thailand. (for sent you letters)

3. Your mobile number or landline telephone number (for contact you in the further information)

4. Telephone number and the operator (telecommunication company) that you want to complain. (for inform the operator to resolve your problems)

5. Write about your problems

6. Write about your request that you want the operator to resolve

Then send us these information

7. Your copy of Passport (or you can take a picture of your passport and send us the picture also for you convenient)

8. Your copy of the service bill (if you are the post paid customer)

9. Other information that relate the complain

You can send us by

1. Fax +662 279 0251 (automatic 24/7)

2. E-mail (scan the copy of papers and send us)

3. Letter

The Telecommunication Consumer Protection Institute, TCI

404 Phaholyothin Center Building (2nd floor).

Phaholyothin Road, Phayathai, Bangkok 10400, Thailand.

Please keep us updated if they are able to help you out

[Pib]

Actually, I don't have a complaint. Just thought I would checkout the agency in case I do have a complaint in the future.