Thousands of Guyana Telephone and Telegraph Company (GTT) Digital Subscriber Line (DSL) customers lost their internet service for several hours yesterday following a hardware malfunction, while Minister of Telecommunications Cathy Hughes voiced concern over the frequency of interruptions.
“… Hardware was replaced and reconfigured. Service [was] restored and we are monitoring stability,” GTT Public Relations Officer Allison Parker said yesterday afternoon.
While Sunday Stabroek was able to confirm that service was restored to some customers, others said that they had service throughout the day but lost it last evening.
Many customers complained of being unaware of what was happening and said that it was only after they contacted the company’s customer service that they were informed that “the system was down.”
“GTT wishes to notify customers that there is limited degradation to some DSL silver and bronze legacy services. Engineers are currently working to restore service soonest. GTT regrets any inconvenience caused,” a radio advisory that was issued said.
A customer, who asked not to be named, told the Sunday Stabroek that the company should have sent text messages to ensure that all customers were aware that there was a problem. The upset customer said that it makes little sense to send out such information via the radio or television as many will not be listening to a radio or looking at the channel where the message is broadcast. “They can utilize that text message system just like GWI when they want to remind you to pay your bill,” the customer said before adding that many private companies and government ministries use this system to get their messages out.
Many upset persons took to social media to vent their frustration at the situation.
Sunday Stabroek was told that around 10.30 am, the entire service was disrupted. There had been complaints of slow internet speeds earlier in the morning and on Friday.
Hughes, in an invited comment, said she was aware of the problem, as earlier in the day she personally experienced a very slow service.
She said she contacted GTT Chief Executive Officer (CEO) Justin Nedd, who explained that the company was having problems with part of its network that was being changed from copper to fibre cables and that this had resulted in about 3,000 out of 55,000 customers having their internet service disrupted.
She said Nedd assured her that the company’s technical team was working to have the problem fixed so as to restore service to the affected customers.
Hughes went on to explain that the network used by GTT is an old one. She said that technology is changing at a rapid rate and GTT has to keep up with those changes.
As a GTT customer, she said, she is concerned about the constant disruptions to the service and she later added that the company must be able to explain to its customers what is happening.
Hughes noted that unlike Guyana, other countries have a larger number of subscribers and more competition. As a result, she said telecommunications providers are under pressure to “up their game.”
Fluctuating
Meanwhile, a computer network technician, who asked not to be named, explained that there are a variety of things that could have resulted in yesterday’s disruption. The technician, who works at a reputable company in Georgetown, noted that the internet connection was “fluctuating” on Friday. He said that after the entire service was disrupted, he made contact with GTT’s customer service and it was only after some pressing on his part that he was finally told that there was a problem with the network and that the technicians were addressing the matters. He said that when the company gives “vague” information to inquiring customers, it makes them conclude that the disruption will last for a while. Based on what he said, the customer representative gave no indication of when the service would be restored.
Asked if a fluctuating connection could be a sign of an imminent system wide shutdown, he said that GTT would have no way of knowing this would happen.
He stressed that no telecommunication pro-vider delivers a good service in Guyana and many are currently forced to accept what is being offered. He said while there is a company which offers a satellite-based service, which is the best of the lot, it is very expensive.
Nedd told reporters last month that the company will offer faster internet by June this year.
“My first guarantee is that by June 30, 2017, some of my fellow Guyanese will experience the fastest and most affordable internet that Guyana has ever seen… We are well positioned to support Guyana’s drive to bridge the digital divide and really allow our beautiful land to continue to grow, thrive and flourish,” Nedd said the company’s annual media appreciation cocktail.
“The pillar of this year’s guarantees lies in GTT providing high speed internet to homes and businesses. Since landing our US$30 million cable in 2010, we have continually improved the internet in Guyana and seen a significant increase in demand over the years,” he stressed.
Increased competition
Over the years, observers have said that the lack of competition is to be blamed for the poor internet service being provided, while pointing out that liberalization of the telecommunications sector could help to correct the situation.
Hughes told the Sunday Stabroek that as part of the development of the telecommunications landscape, government has placed a lot of emphasis on legislation and increased competition. She added that at present she is working on the creation of a Telecommunications Agency as is outlined in the Telecommunication (Amendment) Bill 2016, which was enacted last year.
The law, according to the explanatory memorandum for the bill that was passed by the National Assembly, provides for an “open, liberalized and competitive telecommunications sector that will be attractive to new market entrants and investors while preserving the activities of the current sector participants.” It says that by creating this environment, the bill is expected to result in “greater choice, better quality of service and lower prices for consumers.”
In an effort to further national and regional social economic development, it specifically addresses the expansion of telecommunications networks and services into unserved and underserved areas through the institution of a new universal access/universal services programme.
The Telecommunications Agency referred to by Hughes will, in part, function as an advisory body, reviewer of licence applications and regulator of the use of the spectrum.
The National Frequency Management Unit, according to the law, will be incorporated into the new agency, which will function under the subject minister’s supervision.
