কিউবি কাস্টোমার সাপোর্ট অথবা গ্রাহক সেবা, আর আমরা ম্যাঙ্গো পিপল :)

60 thoughts on “কিউবি কাস্টোমার সাপোর্ট অথবা গ্রাহক সেবা, আর আমরা ম্যাঙ্গো পিপল :)”

  1. Categories: qubee ??
    তার মানে কিউবি নিয়া আরো বহুত পোস্ট পাওয়া যাইবো? 😉

  2. হাআআআআআআআআআআআআআআহাহাহাহাহাহাহহাহাহাহাহাহাহা

    হাসিন ভাই, আরেকবার রিস্টার্ট দিয়ে দেখুন ? কম্পুটার রিস্টার্ট করেও দেখতে পারেন 😛

  3. Canadian ekta regular kaaj korte hoi and ofcourse i need to use VPN. Qubee er connection nebar prothom ratei dekhlam eta VPN support korchhe na. VPN k dial kore connect korte pari kintu LAN a reach korte pari. Bepar ta jachai korar jonno GP P6 diye check korlam and found no issue.

    call korlam Qubee k. “Ami technical support a kotha bolte chai”.

    opash theke ekti meye “ami technical theke bolchhi, ki bhabe shahajjo korte pari?”

    “Aj apnader connection nilam, ektu age dekhlam amar VPN kaaj korchhe na” bollam

    “apnar username ta bolben?” opash theke
    “abcd1234” bollam

    “apnar download rate kemon dekhte pachhen” oprashongig proshno

    ami: “amar internet kaaj korchhe kintu VPN diye amar office er LAN a communicate korte parchhi na”

    opash: “ektu hold korun, ami dekhsi”

    kissukhon por oi ghorar dimer gun gun gan amar ei mon shonar por “sir apnar software ta uninstall kore abar install korun”

    bujhlam tar VPN shomporke dharana nei tai amake hold koriye rekhe onno kauke juggesh ei instruction ta dilo. mone pore gelo she technical support theke bolchhilo

    ami: “amar VPN software is fine karon jokhon ami GP theke connect kori tokhon kono problem hoi na”

    opash: “ektu hold korun ami dekhchhi”

    abar oi biroktikor gaan

    opash: “sir modem ta k restart korun”

    ami: “kibhabe korbo? browser theke?”

    opash: “na sir, apni 192.168.3.1 theke korben”

    ami obak holam tar kotha shune…..

    ashole eta niye likhte amar shei pain er kotha mone pore jachhe, ki j oshoshtikor bepar. 10 din legechhe amar to prove them that it was their problem not mine. kono ek conversation a ora amar vpn login credential cheye boshlo oder office theke test korar jonno… amar hotash holam..

    finally oder office (so called core) a oder k tader nijer chokhe dekhalam. tara besh kisu jinish dekhlo kintu kono lav holo na. porisheshe nijer prochoi dilam bollam ami ekhon system engineer. amar dharona problem ta holo apnader router end a since you do NATing. khub ekta patta dilo na. wait korte laglam, abaro amake eta korte bollo ota korte bollo.

    ek shomoi tader k bollam apnara jodi eta ekhon solve korte na paren tahole amake ekta public ip (ora eta k real ip bole jane) assign kore den so i can continue my work. tara patta dilo na. abaro request korlam at least test kore dekhen kaaj korbe. poriche oder LAN a connect korlam with public IP assigned and it worked. du tin jon fish fish kore kotha bolar por bollo apnake public ip assign kore dewa hobe. ami mone mone bollam “thanks god”.

    emon onek kahini achhe oder shathe amar. shomoshsha holo customer care claim kore ora technical kintu oder technical shomporke kono dharonai nei.

    TO QUBEE: PLEASE GET SOME TECHNICAL PEOPLE SO THEY KNOW WHAT THEY ARE DOING

  4. Just found in my email’s sent item. Nicolas is the head of IT of UK office:
    =================================

    Re : Qubee Service in Bangladesh

    Dear Nicolas Ruelle:

    Greeting!

    I would be glad if you take some of your time and go through my email. This is regards to the internet service you are providing in Bangladesh. Since I failed to get the contact email address of head of IT or some upper management of Qubee Bangladesh I had no choice but take this opportunity to write you few words of mine.

    In order for me to work to my remote office in Canada I needed a true reliable consumer/business high speed internet which I did not find until I learned about Qubee’s WiMax as I believe wireless is the reliable link among others when it comes to Bangladesh.

    Incident 1:

    Since I started the Qubee service on 2nd week of January with 512kbs it was satisfactory with the speed accept for the VPN issue that started to occur from the day one. I was able to dial in the VPN and connect but was not able to communicate with any of the servers within the LAN, I had done some checks with other ISPs and found no issues which satisfied me that it was either the WiMax Router/Modem or the ISP’s router. I called the customer care number wanted to speak to someone from the technical support. Customer care asked me provide her with the problem and so did I. Unfortunately the individual had no clear picture about VPN but asked me to check download speed, radio’s parameter, and all the basic things that not related to the issue I had specified. At the end I had to introduce myself as an advance user and a technical person and asked her if I could speak to someone from the technical support. She created ticket for it and informed me that someone will get back to me soon. 36 hours past no one contacted me and I had to call the customer care number to follow up with my ticket. Few hours later I had a phone call from some individual and I had to describe the issue and I was asked to check the speed and other non-related VPN checks. It was frustrating. I beged to speak to someone who is familiar with the VPN and its usage. Next day I had a phone call from the customer care and told me that there was no issues from Qubee end but the VPN provider or my PC so I had to fight against the customer care’s word. Few days later I received a call from Qubee and asking for my VPN credential for them to test from their office which surprised me big time. I refused and offered myself with my laptop at Qubee’s office. I went there to prove that it is the Qubee not the VPN provider by connecting via other ISP’s Edge Modem. They started tracing finally and at a point I had to ask them to test my laptop with a public IP assigned and it went successful. The issue was resolved by assigning a public IP address as all the Qubee modems are assigned with private 10.11. network.

    Incident 2:

    A week ago around 7 PM local time my internet link went down all of sudden. After investing I found it was about 70-90% packet loss to some hosts including Google and Qubee’s local DNS server. I called the customer care number after my further investigation to make sure my end was good. The customer care individual wanted to me access my PC to troubleshoot and take some reports on the modem. Unfortunately I was unable to explain to her that it was not possible for her get into PC due to network issue. I was surprised that she claimed to be technical without knowing about ping utility and packet loss terms. She also did not have idea about pinging between their DNS name and my end or how it works. I requested to talk to someone from technical team, “we have to follow our procedure and some will visit your premises tomorrow “, she replied. I knew that the issue may recover next day or later by itself but I needed support at that particular time as I was in the middle of my regular remote work. At the end I had to forget about hoping and use my backup internet (real slow) to report the office about my unavailability for that evening (imagine if I had no backup internet).

    Next morning everything was resolved by itself, I suspect there were some issues within the base station during the incident period. I had a visitor from Qubee’s third party support to check my modem and some of the numbers of it after 3 days. He found nothing or could not do anything but took some snapshots with him. Note: issue resolved by it self. Imagine you were down for three days and no followups were made. Next day I had another phone call from Qubee’s third party contractor to schedule a time to visit my place regarding the ticket “Download/upload Issue”. Note the ticket description as I specifically asked her to put packet loss somewhere in the ticket. I had to tell him everything was fine, no issues.

    Summary:

    I would like Qubee to put extra attention to be a modern and standard internet service provider in Bangladesh. As a subscriber I would like to see the following in Qubee.

    * Valuing customers by listening and understanding their specific problems and the needs (should be one them on the top)
    * A 24/7 true technical support team with basic troubleshooting skills set.
    * An escalation procedure should be implemented as well so customers are in touch in time (no 3 days waiting periods).
    * Understanding the terms Customer Care and Technical Support and implementation of it.
    * Response time and proper follow up manner.
    * Downtime notifications in advance
    * Responding emails with their inquiries. (I never received one)
    * Plug-n-play account activation system, where customer will be able to activate their unit on their own after purchasing the box from the outlet so installation engineer is required to visit the customer premises.

    Thank you!

    ================
    Reply received after 30 minutes:
    ================

    Dear Sayeed,

    Thank you very much for this valuable input. I am forwarding it immediately to the appropriate managers at Qubee Bangladesh: the head of customer care and the head of IT.

    Best regards,

    Nicolas Ruelle

    ============

    I believe it never helped.

  5. i’m happy with Xpress bd, even though they were not professional about package and commitment, but that’s understandable, they are really good with customer service.

    i called xnet’s call center couple of times, they were very gentle, supportive and well informative. they told me the exact solution.

    i guess! Qubee needs to pass long way ahead! since they have invested lotta money on promotion, they won’t emphasis on technical or customer support unless they can double their return to get faster ROI.

    it’s typical business attitude, and those who do lotta promotion they used to do such thing. since we have (almost) no consumer rights. so if we get f**ked, no way around to let them imprisoned.

    wish one day, we will see, we have really good service provider rather not buzzer 🙂

    btw!, i liked the way you wrote about it, Qubee should be informed, and more ppl should shout about this. if u guys get f**ked u should politely let other know about why u guys got that! so those buzzers will give more focus on quality first.

    thanks once again! for sharing such thing!.

    btw! just wondering i guess welltreat.us should have ISP review. i gonna put that up soon 🙂

  6. three thing common in Qubee customer service:

    1. Restart your modem.
    2. change your password
    3. Wait one hour.

    আর প্রবলেমগুলো হবে যেদিন কোন দরকারি কাজ থাকবে। মানে এখন বিদ্রুৎ আর কিউবি একসাতে শুরু করছে। কি কাজ করব, চিন্তায় আছি কোনদিন ক্লা্য়েন্ট কয়, ভাই তোমারে সালাম। আর কস্ট করে কাজ করতে হবে না।

  7. Hmm.. i think qubee is busy finding new customers , so they are not bother what will happen to their old ones. As, if we dont have any other place to go. Even their line constantly flactuate.

  8. খালি রিস্টার্ট করতে বলে ? কিছু ফরম্যাট করতে বলে নাই ?

    যেমন ধরা যাক,
    কাস্টমার কেয়ারঃ স্যার আপনি অনুগ্রহ করে আপনার ফুল পিসি ফরম্যাট করুন। আশা করি আপনার আর কোন সমস্যা হবে না …।

    1. ভাগ্য ভালো বলেনাই সি ফরমেট করে আবার সেটাপ দিতে। নইলে তো……………..

      ম্যক এর তো আবার সি নাই 😛

  9. আজকে সকালেও একই ধরনের সমস্যা শুরু হয়ছিল, আমি ওদেরকে কল করেছিলাম, আমাকে বলল ১ ঘন্টা পর ঠিক হয়ে যাবে। পরে অবশ্য ঠিক হয়ে গেছিল।

  10. মার্কেটিং টাইপের চাকরী যারা করে ওদের বেশিরভাগই এক নম্বরের গর্দভ। এরা যে প্রোডাক্ট মার্কেটিং করে সেই প্রোডাক্টের অবস্থা না জেনেই মার্কেটিং করে। অথচ তার উচিত তার সার্ভিস সম্বন্ধে সম্যক ধারনা রাখা। যেসব গর্দভকে কিউবি মার্কেটিং এ রেখেছে তাদের নিয়োগ দেবার সময় শুধু যাচাই করা হয়েছে যে, এরা বাংলা আর ইংরেজীতে গ্যাজাইতে পারে কিনা। অথচ সে একটা নতুন প্রোডাক্ট বা প্রোডাক্টের ইন্সট্যান্ট পরিবর্তনগুলো তাৎক্ষনিকভাবে বুঝতে পেরে কাস্টমারকে জানাতে পারে কিনা সেই পরীক্ষা করা হয়না। সব জায়গাতেই সৃজনশীলতাকে প্র্যাকটিস করানোর ব্যবস্থা করতে হবে।

    1. “4 jon marketing er gordov apnar ei post ti porechen. 4 bar dislike dea ”

      – Ha ha ha , Sampad bhai Good point!!!

  11. apni PC restart korchilen??? main power line off kore abar on korle o kintu thik howar kotha coz pulse jam khaya gece 😀 3G to 🙂 2Mbps pawar kotha 3G but we got 3rd class Generation …= 3G … no problem, BTCL will soon introduce digital modem…means 1010101…modem on modem off …:D practice makes a man perfect …so keep trying to be a degital bangali

  12. হাসিন ভাই,
    কিউবি যে আমাদের পাসওয়ার্ড প্লেইন টেক্সট এ রাখে এইটা তো বেআইনি। আমিও অবাক হইছি আমার পাসওয়ার্ড ফটফট কইরা কয়া দিল। এইটার একটা বিহিত হওয়া দরকার।

  13. আমি তো মনে মনে সিদ্ধান্ত নিয়ে ফেলেছিলাম কিউবি নিব!!!কিন্তু এখন নতুন করে ভাবতে হচ্ছে। এর নাম বাংলাদেশ নাইকো শুরু নাইকো শেষ!

  14. hahaha …. Hasin bhai r blog aa onk din por eshe ekta moja r post porlam. mone pore gelo ekta incident ar kotha from my second last job in BD. ISP r name ta bdGlobal na ki jeno silo. amra office theke kono FTP connection korte parsilam na, so called the CS and reported it. The question they asked me was “apne ki deshe r baire FTP connect korte chassen?” i’m not as expert in Networking as some of you are but I don’t think deshe r baire FTP connect korte kono country code deya laage na. Anyway sweet memories. have fun …

    btw, @Sayeed …. Canadian kaaj koren, System eng. mone hoi chini apnere … Ganz ar naaki bhai?

  15. A Potential Hack:

    First of all I am not a user of QB. But after reading this topic, I made a call to QB customer care. Here is the snippet of conversation:

    Me: Hello, is it QB customer care?
    Rep: Good Morning Sir…

    . . . .
    . . . .
    Conversation going on . . . Actually I was describing a false problem.
    . . . .
    . . . .

    Rep: Would you please tell your username?
    Me: Oh sure, it’s ” (I told a name of my friend who use QB. Coincidentally it matched the real username).

    Rep: Please login to the modem and do bla. bla.
    Me: Sorry I cannot login, actually I lost my password. Would you please help me to login to the system?

    Rep: Don’t worry. We have it. Here is your password: xxxxxx
    Me: Thanks for telling my friends password.

  16. hmm .. i am using qubee for 2 months . i never got any problems without the first day of using it … and i do not understand about the password … i think broadband is better than it …………………

  17. কমবেশি সবার কাস্টোমার সাভিস একই। এরা গ্রাহকদের মনে করে গাছভুদাই 😉

  18. আপনাকে একবার এক রকম কথা বলে, মানে কিউবিতো তাদের নিজের সমস্যাই ধরতে পারেনাই, আপনাকে আর কি সমাধান দেবে। 😀
    গ্রামীন ফোনও এই ধরনের কথা বলে স্যার একবার রিস্টার্ট করে দেখুন পিসি পরিবর্তণ করে দেখু।সব খানে একই অবস্থা।
    আসলে আমাদের দেশটাকে একবার রিস্টার্ট করা দরকার ।

  19. ভাই… বহুদিন পর একটা জটিল বল্গ পরলাম
    Thanks for sharing.
    One question: Both Wi-Max Vendor’s have stated “FAIR USAGE POLICY” as a condition in their unlimited packages. Can anyone possibly tell me what that is???

    1. aha re vi… darun kotha tulsen.
      Ami amar client job upload kortasilam.. dise line kaitta….. ami phone dilam customer *** er e… bollo, sir, apni download off rakhen. Download korle fair usage policy apply kora hobe sir. Ami pray 15 minutes tare oneeeeeek vabe bujhailam… dada ami download kori-e nai.. bishhash koren.. ami upload korsi…… amar client er kaj….. ****** er **** same answer day.. sir apni download off rakhen. Last e ami jigailam amake bolen download ki r upload ki…. bole same jinis sir, amader kisui korar nai.

  20. Hasin haider & Omi bhai…….apnara je pakna user & unethical kormokando koren seta amar ojana na.apnara mone koren apnara khub chalak.ISP folks ra tader security system theke onek kichui dekhte pay kintu apnara client aijonno kichu bole na.Ami nijeu NOC te chilam & apnader onek kukormo monitor korechi.Omi bhai onno user er password diye login kore complain korechen ami BW kom pai…kom to paben e..oi user er BW kom abong apni oi username diye login korechen.abar daater sathe dhomok den ISP suppport professional der.
    Hasin bhai Ap er portal a dhuke password change er try korechen(unethical) abong ami nije support team ke communicate korar jonno bolechi……..apnara client aijonno apnader keu kichu bole na.otherwise apnara BD te internet to durer kotha …thak bollam na.
    BD te kono ISP er line use kore apnader mon vorbe na.
    Apnaderke last ques:Apnarai bolen…kon ISP bhalo?ekhane ans reply den.Abar koekdin pore jokhon oi ISP er bodnam gaiben tokhon ai reply dekhabo.

    1. Mr Anonymous Coward,
      Apne mone hoy ajke ektu beshii kheye felsen naki? Unethical kormokando mane ki? Boloder moto ekjoner password minimum security check na kore arekjonke diye deya khub boidho kormokando, naki? Password plaintext e save kore rakha aro boidho, ki bolen?

      Bhaijan ki notun pass kore ber hoye gorom nitesen? Naki pass koren nai? Ami amar password only one time change korsi QB te. Naki ami apnar password change korsilam?

      Next time kotha bolar age ektu misri kheye asben 🙂 Ar onno kisu kheye thakle kom khaben, tahole tar chirar moto eirokom dialog lagbe na.

      Ar “unethical” term ter proman mone hoy nijei diye gelen, naki? 😀

    2. Mr. X
      Why didn’t you dare to expose your original name?

      Yes, we heard you! There are many posts in NOC including Security Guards (entrance, not systems)! Which post you belonged?

    3. Amaro ekta question ase… qubeer customer care e jara job kore oder qualification ki hoy? For your information. qubeer customer care re ami konodin gali ba boka dei nai.. ami qubeer sales manager dia qubeer customer care re boka khaoaisilam…. incident ta amon chilo j multiplan center er qubee office er sob lok er kase ami proman kore disilam j ora oder dayitto kisui korte pare nai. Seta arekta golpo.

    4. You’re a sad NOC, then. Where on God’s green Earth is the security check?
      Moreover, why are your call support personnel as much informed as a potato?

  21. I was planning to take Qubee.. But হাসিন এর পোস্ট পরে আখন মনে হচ্ছে আমার ZOOM ULTRA ই ভাল… আমি লাস্ট ১ বছর ধরে Zoom Ultra ব্যবহার করছি এবং এই ১ বছরে কোন প্রবলেম পাই নাই… Anyways ধন্যবাদ !!

  22. 1.first check ur covarage
    2.asked ur cnr koto
    3. call expert man
    4.apne koto speed nite parben ta cnr er upor depand kore.

    prye shob post pore kharap laglo.mistake holo oneke sell korar jonno dite parle bache. lol

  23. can anyone able to use qubee usb dongle in ubuntu.if yes pls give tutorial so that we the common people can use .

    Thanks

  24. sohoj vai dongle er nije cholte kosto hoy aber ubuntu…ami dongle use kori tai linux use korte parche na 😦

  25. modem restart dia chara ar ki kisu jante hoy,
    ami jokkhon cse’te vorti hoilum, asepaser sobai amare dia tader pc tik koraite chai, ami akkhana xp’r cd loiya sobar pc format koira xp setup di, ai chilo amar pc repairing,
    edero customer servicer lok amar moto

  26. Qubee amar Eudora configure korte pare nai … I can receive email in Eudora from my own domain but can not send … problem is with SMTP … Qubee SMTP ki hobe sheita bujhtase na … they sent their TECH people several times in my office to set it but failed … even today one of their TECH guy spent 5 hours to configure it but failed.
    I have proved them that I can send & receive email by using all other ISP.

    Net na thaka to regular case.

    Qubee re aar kisu bolar nai.

  27. Vai………….zoom saira Qubee nilam…………… Khub atonka asi…….

    Apnara ja boltasen…………somossa hoila ja koi jamu……….

    Ar Qubee Modem Linux a Chola na……………I have tried……………..

  28. সবারই একি অবস্থা ভাই।বাংলালায়ন নিয়ে আরো পেইনে আছি।নিচের লিঙ্কে খোঁচা মারতে পারেন।

    Banglalion has become Banglaliar.After one month the have changed their face.After one month they impose hidden download limit to the unlimited download package and deduct badwidth whenever they wish.For finding more info check this link’s.You will be shocked to see how Banglalion is cheating with cusotmers.

    http://www.facebook.com/note.php?note_id=184123141598644

    http://www.somewhereinblog.net/blog/Aminul_Islamblog/29293219

    http://www.facebook.com/pages/Bangladesh-Wireless-Internet-Forum-Qubee-Banglalion/182700191741186

    http://prothom-aloblog.com/posts/79/117000

  29. at least Qubee customer service call receives the call, banglalion never receives, keeps you holding forever…I think their real customer is the mobile phone companies…this wimaxfrud/liers get some kind commission from them for giving them extra revenue….

  30. Apnar problem er simple solution: Apnar modem nischoy gigaset, apnar explanation shune tai mone hoilo. if thats so, then apni nije(do it if you are tech-savvy ONLY) apnar modem er firmware upgrade kore nen. shob problem er solution hoye jabe. apni nije na korte parle qubee er customer care a call kore bolen “Firmware Change kore Den”. i suggest oder website e jeye nijer account e dhuke tarpor akta complain koren, engineer ra call korbe anake withing a 2 hours, customer care er oshikkit moga gula re boila lav hobe na.

    i’m a user from uttara too. i had the same problem, i googled to find the solution myself.by the time i found it, qubee offered me to update the firmware.

    QUBEE is a whole lot better than ANY other ISP in BD. problem aktai, ektu beshi khoroch. but akta kotha mone rakhben, joto gur toto mitha.

  31. i am happy with Optimax communication ltd.t internet service. they are best for corporate connection. my company face many problem with exiting isp bol, link3 and amra networks. but now the price and service is very good with optimax.

    Maruf
    01612095060

  32. Hasin bhai, amar o same obostha, banglalion er shathe.
    kinsi post paid, 7 din use korar por d/c, then koi, eita prepaid chilo 😀
    thik koraite aro 10 din

    obossho shesh porjonto kortripokkho thik kore nai
    amar ek boro bhai ache banglalion er DBA, uni system koira dise

    frustrating 🙂

  33. Hi,
    I haved faced similar problem. But i am not going to describe the issue about customer care. And it is true that the customer care knows Restart-Restart and RESTART.

    They dont seem to understand we want the actual situation.
    If i know that the connection will not be available for next 72 hour, then i can make my decision about what to do

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s