Why no explanation from GT&T?

Dear Editor,

Is GT&T the best value in Guyana? It certainly doesn’t appear that way for Berbicians. On Monday evening, I, like so many other DSL customers, noticed that my broadband service had stopped working completely. This service was only restored the following afternoon, more than 20 hours later!

Editor, this service outage affected most business places, and even commercial offices such as banks. I went into a Demerara Bank branch that day during this ‘internet blackout’ and there were no working ATM machines. There was also a long line of customers, as even the bank’s computer systems were affected.

Students who relied on the internet to do research and homework could not do so. Businesses that depend on daily overseas communications over the internet were affected. Individuals could not email, or chat with their loved ones overseas.

To make things even worse, GT&T has offered no apology, or no explanation of why the internet service was down. It has not stated whether, or how customers, the majority of whom prepay for their service, will be reimbursed for the periods they were without broadband service. Attempts to call the New Amsterdam business office were futile as their numbers, 333-3800, and 333-3255 were either busy, or rang out. Could it be that the staff at this office are avoiding facing up to customers?

Why is it that Berbicians are being treated this way by GT&T? Why only us? Have you noticed that whenever there are service outages in Georgetown or other parts of Guyana, GT&T’s public relations personnel are quick to issue press releases and apologies − but nothing for Berbicians. I guess we do not matter.

Let me also point out one more absurd act by GT&T. This company has recently announced the roll-out of its Emagine service in this county, and that is something that all residents are grateful for. Imagine my surprise and confusion, then, when I called GT&T’s customer service to inquire how I can subscribe to the faster Standard DSL Service, which I had been given a free trial to for one month, that I was told that I had to go in to the New Amsterdam office in person, to do what, I do not know!

This is the utter  foolishness of this company. Here we have them rolling out  modern technology, but in order to access it, customers must use old, antiquated methods to sign up in person at a business office that may be miles away from their home. Why can’t customers just call in and request the service? Or email or fax a written request? What’s the logic behind this madness?

I wish Berbicians had an alternative to GT&T, but I guess for now, we will have to make do with a service that is not the best value for our money.

Yours faithfully,
(Name and address provided)

Editors note
We are sending a copy of this letter to the PRO of GT&T for any comment she might wish to make.

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