Letters to the Editor

Left to the mercy of Internet providers

Friday, January 11, 2019

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Dear Editor,

Consumers in this country seem to be left to the mercy of the big businesses.

And we have toothless agencies that claim to be looking out for the consumers.

In my area, Internet service is provided by Dekal Wireless. I, like many others, stopped the postpaid account and now use the card system that has one- , seven- , 30-day options. However, the service is intermittent or none at all for days, even weeks.

We are told that: “Technicians are working on the problem and as soon as service is restored we will call.”

They have never called me.

When Internet service was restored in late December 2018 I used the seven-day card. Two days before the card expired Internet service went down. When the service was restored I could not used the card because by then it was pass the expiration date.

I then purchased another seven-day card. After four days the Internet service went down; this time for more than a week.

I called about getting compensation for the cards and was told that I was granted three days' compensation. I considered it unfair, but I accepted it. The compensation expires on January 10, 2019 at 4:49 pm.

On January 9, 2019 I tried to log on with the card and could not do so. I called Dekal Wireless and the customer service agent agreed that the three-day compensation was granted on January 7, 2019, but said it expired on January 9, 2019. I pressed him and ask how come the compensation expired so soon. His response was that they made a mistake in calculating the amount of compensation; it should have been two days. I almost hit the roof, but I remained calm.

These telecommunications companies have raked in millions from customers and they continue to do so because we are timid and don't have lawyers who will readily file class-action suits. Only when they are held accountable will we see customers getting the services they pay for.

Authnel S Reid


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