Like all citizens and residents, we all have an Omantel war story or two to share. Personally, I’ve never had any beef with Omantel and their customer service. But the past few months they hit a low with me. I applied for the ADSL upgrade from 512 kbps to 4 mbps in July. I have to mention how retarded and stupid it is that you cant apply for the upgrade online through their website. You have to physically go Zakher mall Omantel showroom, get an application fill it out and apply. You cant even download an application online. Since the account isn’t in my name, I had to get the application, have my dad sign and fill it out and go the next day. Even though I took his ID card with me and I had my ID card with me to prove I was his daughter. The lady at the counter refused to process my application without an authorization letter from my dad!! So for the third day I head back out to Omantel and hand in the application authorization letter. It was a Tuesday, she promised by Saturday upgrade will be in effect. Saturday comes and the next Saturday comes and no upgrade! Typical Omantel. I call their customer service and they mumble something about system being down. I’m sure that’s their default answer for anything they have no answer to. During this period our internet was on and off for a few days. Then the land line on our street was interrupted and of coarse no land line signal n adsl – of any speed. The first two weeks of August I kept calling them but it doesn't go through all they do is keep on insuring me how much my call is important to them. Lying apes.
The icing on the cake, after two months of waiting for the upgrade, we get August’s internet bill 186.573 Omani Rails. SAY WHAT?? You’ve got to be kidding me. That’s 485 USD. I call customer service right away. What the hell is 135 rails for September service charge??

I dial 1313, then 1 for Arabic, again 1 for bill inquires. I ask him and the dude has no clue what I’m talking about. I begin to explain s l o w l y. This time he tried to spin it off that the charges are usage charges. The rest of the conversation goes something like this:
Kay: You think I’m stupid and cant read a bill?? It clearly says ADSL monthly charge for September 135 and the usage a few lines below that at 14 rails
Omantel CSR: Default answer: please go to a showroom and talk to someone there. We only help with technical inquires.
Kay: then why do you have a billing inquiry option?
CSR: we only tell are able to tell you how much your current or outstanding bill is at.
Kay: if I’m calling the internet help desk and I presumably have internet, why would I call to find out how much my bill is at, when I can check it online?
CSR: . . . . . . . .
Kay: ok I’ve got a technical question for you, what is service charge exactly? Line rental? Package monthly tariff?
CSR: Please visit the showroom to get your answers.
Kay: Can I please speak to your manager or someone that can help me?
CSR: allaah esam7ik ( god forgive you, like I was insulting or offending him in some way )
Kay: you don’t seem to be able to help me and I need an answer. Ok I’ve got another technical question for you. I’ve applied for the adsl upgrade two months ago and haven’t gotten it yet. Can you check in your magic systems what package we appear to be on.
After being on hold for a bit.
CSR: 512 kbps.
Kay in her head: you’ve got to be freaking kidding me you %$#^(^%$#
CSR: please visit Omantel nearest you.
I hang up.
After the weekend, I make the visit to Omantel in Zakher where I meet with head of internet customer service. Turns out the 135 OR charge is for businesses and not home adsl plans. Now couldn’t the CSR know this? Billing fault or not. They should know the plans and how packages are billed. Also our upgrade was finally implemented last week. Alas, this isn’t the end of the sage just yet. We’ve only gotten an upgraded speed of 1.3 – 1. 5 mbps when we have applied for the 4mbps! I really don’t want to call 1313 again or go to Zaker to deal with their inefficiency at handling a simple simple upgrade. I’m this close this close to closing my Omantel internet account and applying for Nawras 3G internet.