Disappointing service

I refer to the letter sent by Grace Pace, Maltacom's public relations executive (March 3).

I was disappointed by the service given to me by Maltanet but more disappointed by Ms Pace's letter. I did not want an apology but I did not expect Ms Pace to accuse me of faulty equipment regarding the slow activation of ADSL.

I applied for ADSL on February 1 and was told to pay a fee covering three months of service. They told me to wait a few days for the activation. After countless calls and a wait of 11 days, I went to the Maltanet head office to express my frustration. The only reply that I got was that I had a bad line and they would contact Maltacom to fix the problem.

It was on February 13 that I decided to send a letter to The Times to show my disgust at the poor service shown to me by Maltanet. Coincidentally, on February 14 a technician from Maltacom came to my house regarding the problem I had with the bad line. They had told me that they had fixed the line. In the presence of the technician I then called Maltanet to request the activation of ADSL. Maltanet told me that due to a "configuration" problem, the service could not be provided yet.

On February 22, The Times printed my letter, coincidentally on that same day that an employee of Maltacom called me to check the line. I told him the line was ok (the line had already been checked on February 14). I replied that there was a problem with Maltanet due to a configuration problem. I did not tell him that I had faulty equipment.

On February 23, I received a telephone call from Maltanet that there was still a problem and that I would be able to activate the service by the following week at the latest.

February 27. Almost four weeks since my application I received an SMS from Maltanet telling me I finally had an ADSL service. I think I had a right to complain for waiting so long.

My complaint was against Maltanet not Maltacom because they were the ones I had paid for the service.