Hai Telecommunications, a retail outlet of internet service provider Liquid Telecom, has been depressing customers of late with the slow speeds being experienced on the network the past few weeks.
Last week a test using speedtest platform Ookla showed speeds of UL/DL at 8/1 mbps. Today they are at the figures below, with the result showing that it’s faster than 75% of Zambia. What?!
A complaint was logged in last week, a representative called back and said the issue is affecting more customers but a ticket has been raised on our complaint and they will ‘look into it’.
See the problem is, businesses are running on the need for internet. Having no (or slow) access hinders productivity. The main ISP raises the issue of a business having to find alternative providers, increasing the cost of business for many; data bundles may have to be bought so that employees may access their work.
There is no formal statement on the issue, which is a bit unprofessional especially for a firm that knows the complaints are coming from many customers. There is a need-to-know basis for every PAYING customer as to why they are not getting their money’s worth. There is a need for Hai, Liquid Telecoms, and other providers to adhere to their service level agreements, and not give vague responses to questions asked.
There needs to be a shift from playing the blame game on the consumers. ‘You’re downloading too much!’ ‘You’re too many!’
Are you kidding me?!
An insider familiar with the situation says there may be a bigger issue going on with Liquid Telecom but could not share details of exactly what it is because you know, secrets… *sigh*