I am disappointed with GTT’s internet service customer support

Sep 03, 2020 Letters

Dear Editor,

So I am having issues with my internet service since last year (2019) November whereby we were paying for an internet that continued to fluctuate. We reported it to GTT and we were informed that GTT had a cable problem in my area and that it would take some time to fix, that being the nature of the problem.

On the other hand, I thought that the nature of modern day service providers should be of such (especially a company with the magnitude of GTT’s customer base), that they would be able to at the least take a 4 weeks maximum to fix such problems but yes I am wrong. It took GTT 8 months to fix this problem and to give me a rebate (after asking for it) of $26,000.

As soon as that rebate was given the landline phone stopped working. It went blank. I thought to myself that this would be much easier to fix since it could be a problem with the equipment, but to my surprise after speaking with a GTT representative, I was informed that it’s a cable problem that caused the phone to stop working.

That was reported on the 2nd of August while we continued to pay as is required by GTT; according to the customer representative behind the 0488 number, I was informed that this takes a standard eight working days to fix.

Now as I am home on leave, the internet went off in the middle of my studies. I left to go up the road to buy Credit to put on a daily plan due to the fact that I thought this is only for a short time; that was then confirmed by two technical staff of GTT that I saw up on a pole fixing some wires.

Tonight after waiting all day the phone is dead .The internet is dead and upon calling 0488, I was informed that, the internet is dead because the phone is dead. Since I don’t run a funeral home, I got scared to know that all of these dead things are in my home.

Now though the internet was not affected by the phone at first, it was just a matter of time according to the customer representative. Over 9000 for internet plus phone rental , and still can’t get my internet or phone to use. The GTT technical support came and had a look at the “cable problem”; it turns out that after using the cable problem excuse for weeks that in fact it is not a cable problem.

The technical staff tested the line and said it was ok; now he has informed me that someone from IR (I guess internal repairs) has to fix that.

According to the guys, they don’t do the house work. Now if GTT is this multiple million, maybe billion, dollars company, how hard is it to have an internal repairs technician working along with the cable technicians just in case they have internal work to do. Are they serious about fixing problems?

Well I am still without internet to do my studies, still locked in because of COVID-19 regulations and I am also on leave and still no internet. I feel disappointed and disadvantaged as a Guyanese citizen, a public servant and student. Covid-19 has done enough. The burden is on GTT do more, do better. My reference number is #2212251.

Yours truly,
Name provided

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