Druknet defends itself

7 August: The introduction of broadband internet in the country got rid of the long wait in front of a browser for many netizens.

But today, broadband subscribers to the country’s oldest internet service provider (ISP) have been complaining of slow internet speed, with some even comparing it to experiences with dial-up internet access. Frequent network disconnections, poor customer care, coupled with high internet rates, subscribers complain of being cheated.

Druknet officials deny that their customers are being cheated.

“We admit there might be problems from our side,” said Tshering Norbu, the ISP general manager. But, he said, there were many other factors that determined internet access speed.

Most subscribers in Bhutan, the general manager pointed out, are connected to the internet through a telephone line.

The further you are from Druknet, the weaker the signal, explained the ISP area manager, Rabilal Pokhrel. Rabilal said telephone lines were frequently damaged by constructors and, every time the line has to be rejoined, its effectiveness gets lower.

In the opinion of an IT expert with experience of Druknet service, the company’s network was becoming congested with too many subscribers. General manager Tshering Norbu said this was not true. “We’ll never let it clog,” he said, “even during peak hours, there’s still an additional 20 MBPS for downloading.” There are about 3000 broadband users in the country today, using a 110 MB download line.

Tshering Norbu said that weather also caused lower speeds, especially during the summer and winter, when telephone lines “leak”. In the company’s experience, end-user problems were also to blame, he said.

The downloading of viruses, malware, spyware and other malicious software also caused slower speeds, not just for the internet connection but the computer as well. “Programs like Limewire,” a popular peer to peer sharing software, “when not configured properly, not only take up considerable bandwidth but also increase the risk of downloading malicious software,” he said. He also pointed out that the use of pirated software, common in Bhutan, increased this risk.

On poor customer service, the general manager said, “We can’t give 100 percent service, there are delays because our field staff are simply overstretched.” He added that Druknet took any feedback and complaints very seriously, and attended problems as promptly as possible.

Although the ISP plans to add one more optical fibre link with India to its existing 4 connections by the end of this year, the general manager said, there were no plans to lower broadband rates.

Meanwhile, internet connectivity in Bhutan was down for a few hours yesterday, when equipment failed at the entry-exit point in Phuentsholing.

source: kuensel