Disgusted with TSTT's service

THE EDITOR: I wish to register my utter disgust with the internet service provided by TSTT. Around 7 am on July 11, I realised that I did not have internet service.

When I called TSTT’s hotline to make a report, the customer service representative (CSR) informed me that the service had been terminated by TSTT as part of the company’s drive to complete the migration of customers from the copper line service to a more advanced system.

While I am aware that it is normal for a company to upgrade its services, what is shocking is TSTT’s total disregard for its customers. To my knowledge TSTT did not issue an advisory on the disruption in service in order to facilitate an upgrade.

The second issue is the lack of timely response by TSTT. Although the CSR had assured me that the technician would visit my home on July 11 as I had requested, this did not occur.

On July 13 I was forced to visit TSTT’s branch in Trincity Mall to follow up on my request. The CSR stated that she could not assist because all enquiries had to be made via the hotline, even though I had indicated that I had tried the hotline numerous times without success.

Despite impressing upon the CSR the urgency of the situation, a technician did not visit my residence until July 16. The equipment was installed but he was not able to activate the service on that day because TSTT’s IT system was down. On July 19, the technician returned and completed the installation of the system.

The third issue is TSTT’s delivery of an inferior internet service. The “upgraded system” performed worse than the previous system. Overall, there were dropped calls, people had problems hearing us and we could not access the service in certain parts of the house.

I immediately called the hotline to report the problem with the upgraded system but did not receive a visit from a TSTT technician. I subsequently called TSTT to request the termination of the internet service but was advised that it would take as long as one month for the request to be actioned. This is utter madness!

There are several concerns about TSTT’s treatment of its customers. It is insulting that TSTT thinks that a “rebate” is adequate compensation for the disruption in a critical service. Further, TSTT needs to answer the following questions:

Why is the public not notified of major disruptions such as a migration of an antiquated system before work is undertaken? Why would the upgraded system perform worse than the existing service? Why would this lower quality service be delivered at rates comparable to a higher quality product? Why is TSTT, which also owns Amplia, allowed to provide a worse service to traditional TSTT customers compared to Amplia customers? Amplia provides an efficient service while TSTT’s customers are left to languish.

These are also urgent questions for the regulator of telecommunication services to address. At minimum, TSTT should be required to adhere to regulatory standards and to implement measures to improve its customer service, such as an effective 24/7 hotline, an efficient tech support service, better communication programme, and a standardised after-sale service for both TSTT and Amplia customers.

C MELVILLE

via e-mail