Yep, there's lots of lazy unneeded employees for which we have to pay even if it makes our life worse but it makes there's better so no one is going to give a damn! Anyway, employees have no work related mentality too [ most of'em ]. Last time when my LL wire torn out I've complained. They did nothing for 5 days. After that I visited local exchange. There was ~20 linemen were sitting idle drinking tee and talking with each other and that was at 12 PM. Oh, what a great work culture! Anyway, talked with my areas lineman who was too unwilling to go out in the sun and said he will fix it. He does not need any reminder. Finally sent someone whose word would really work and they have fixed the line on that day itself.
This is worse all I can say. Getting good service is my right not an exception. So I really do hate solving an issue after contacting higher executives unless they can compensate for the time lost and the harassment one had to face. It's not like they are going to suspend their employee for an "isolated" incident. So as a customer / consumer we also deserve perks for using below par service which were promised / advertised to be good. But I know this is no wonderland! so have to live with the hard reality.
As for BSNL I've no sentiment left as I'm paying BSNL more than enough what they deserve as there's no other quality private players in my area. So BSNL is not anything more than those kind of people who takes advantage of you. But only gripe is as a govt. they should have been more public oriented instead of having too much employees.
too bad they did not improved over time with all of their macho macho plans with big words. Previously the same company used to provide 100GB+ @ ~200KBps - I think you know what I'm pointing at 
