Thursday, January 31, 2013

The Airtel 3G Conundrum

I tried Airtel 3G and I have to say this is one ISP I can do without. Mid-January I decide to to go for their 1 GB - 28 day plan. I don't know why they don't make it for a standard monthly payment but I won't bother emailing them because of their ineffective and indifferent customer service which I'll get to later. 

I started testing speeds with SpeedTest.net. The speeds at first were decent with 2+ Mbps but the upload speeds raised eyebrows at only 200 kbps - an issue that still persists. For 3 days I get similar speeds and an occasional loss of connectivity. It was still relatively more reliable than the existing 2G plans they offer. It worked with YouTube videos and app downloads but I couldn't help feeling that the connection was being denied or capped for bigger data downloads. Three days later, the speeds disappear and I'm left with a rather unusable connection that refuses to send/receive data. That the connection is established is clearly shown by a "3G" sign on the iPhone 5. I initially thought this was a problem with the device but varying speeds over the week ruled this out. I figured this would be an ISP problem.

I'm no stranger to capped speeds. I can recall having to call Airtel and have them send a technician to look into why I was getting only 512 kbps when I paid for a 2 Mbps fixed line connection. The technician made a phone call to the "node" and did a confirmatory test on SpeedTest.net (this is why I quote SpeedTest.net results) and lo! The speed was restored. 

This happened thrice in one year.

Back to Airtel 3G.
I had not altered any setting on my phone but the speeds dropped to sub-40 kbps speeds and 50+ kbps upload speeds. The download and upload speeds were mismatched. The lowest point came with a ping of 1770 ms which made the connection unusable.

I emailed and talked to Airtel customer support but their responses were perfunctory. Even with prodding their responses were along the lines of "there are no problems with the backend server". Of course, traffic shaping and speed capping are deliberate functions, not problems for Airtel. If it's a policy to give suspiciously 2G-like speeds on a 3G plan, then that's not a problem for Airtel. After numerous complaints and a lot of shouting, I got a call (despite explicitly telling them not to call me) that the problem had been "resolved". What was resolved? I'll paraphrase. "No idea", they say ("Get Idea", I say [:P]). A resolution was provided for problem they said never existed.

I told them it was too late for I had already deactivated 3G.


In fact, I don't bother with their 2G services either. I use Wi-Fi. Yes it's limited but hey, it works.

Note: Speed is only part of the story. Reliability is important. A connection which only works in bursts of speed is not reliable especially for downloads, streaming, and transactions. Also, when checking a connection, don't just load a site, go deeper within the site - at least three links deep. Even if you can, you'll still need to check if you're able to access an app store and download an app from there.

Food for thought: Why does Airtel insist on voice correspondence instead of email correspondence?