Some questions for MTNL "customer support", from a Delhi subscriber:1. When my internet is not working and I call customer service, why do you have me check my computer settings first of all, when auser's IP settings are rarely the problem? Do you not have the ability to check whether service is down in a particular area?2. If you don't have that ability, when is MTNL getting that ability? In North America ISP customer support organizations have had this ability for at least 7 years--to search for internet problems in different areas by phone or PIN numbers. They generally also assume that it is their problem first before checking user settings.3. When a customer service agent said they would transfer my call and we got disconnected, was that a mistake? Or was it on purpose so they wouldn't have to actually face the issue (and so they could keep their "number of calls taken per day" statistics looking good)?4. Why isn't there always a supervisor available for me to speak to when a problem isn't getting resolved? When the agent says they will get a supervisor, and the call gets disconnected, was that a mistake? (see above)5. When I press "2" to get an English speaker, I get somebody who speaks zero English, or, at best, bad English. What kind of English test do customer service English representatives have to pass to get a job answering English calls at MTNL? I speak some Hindi but not enough to effectively deal with Internet problems. 6. Do you rate your agents only on statistics like "average call talk time" and "calls answered", or also on call quality? Any good customer service organizations look at both, and have supervisors monitor calls on a regular basis, and "coach" agents at the end of a call.7. What kind of training do you offer agents besides "for every call read this same script to the customer, starting with the part about checking the IP settings" and "if a call is taking too long, hang up"?8. In which decade was your website designed? Did you hire a qualified web designer?9. Why did you give some users much higher speeds and then take it away? Is it just that you have a good sense of humour (in fact, does your sense of humour have anything to do with questions 1-8 above)I would appreciate your response as someone who has worked doing technical support in the past, and currently works as a consultant who helps call centers measure performance statistics. Since I can't get answers to these questions directly, any response from any anonymous MTNL employee on this forum would be appreciated.And to everyone else--please let me know if you also would like the answers to any or all of the questions above, or if you have any information regarding the answers to these questions. I know other people who have experienced all of the situations described above.Thanks!