June 17, 2022 17:57 GMT+7
The Department of Telecommunications said that it has requested Gtel to have a solution to ensure the quality of service provided to customers.
|The Department of Telecommunications said that it has requested Gtel to have a solution to ensure the quality of service provided to customers.|
Recently, some Gmobile subscribers reflected that they could not use the service because the network had no signal. This is not the first time Gmobile network subscribers have complained about this.
Responding to VietNamNet on the above issue, the Department of Telecommunication said that in order to ensure the quality of mobile phone services in particular and telecommunications in general, the Ministry of Information and Communications has issued a Circular on management of service quality. telecommunications services and the Circular stipulating the list of telecommunications services requiring quality management and relevant standards such as National Technical Regulation QCVN 36:2015/BTTTT on the quality of telephone services on telecommunications networks land mobile communications… Accordingly, telecommunications businesses are responsible for announcing their service quality, self-checking service quality, and periodically reporting to the Department of Telecommunications. Specifically, Global Mobile Telecommunication Joint Stock Company (Gtel Mobile) has complied with the above regulation and announced the quality of mobile services it provides on its website.
“The Department of Telecommunications has requested Gtel Mobile – the owner of the Gmobile network to research and have solutions to handle customer complaints. Gtel said that it will continue to review to support all subscribers to use roaming waves with Vietnamobile, VinaPhone and MobiFone in the future. Gtel is coordinating research and deployment to provide 4G SIM cards for subscribers on the basis of roaming with other mobile carriers.”a representative of the Department of Telecommunications said.
According to the Department of Telecommunications, when customers need to reflect on service quality, they can contact via the information receiving channels that are still being organized by Gtel, operating and supporting subscribers: 199, 0993666199 or coming to work directly. Continued at Gtel’s headquarters at 280B Lac Long Quan, Tay Ho, Hanoi. Gtel is continuing to add resources to its Customer Care Call Center and store system to best support subscribers in the current period.
This is not the first time, subscribers of this network operator complained about the quality of service. In October 2020, VietNamNet also reflected on the loss of signal and could not use the service. Customers complain that when they lose signal, they call the switchboard but no staff answer.
After VietNamNet posted an article about the status of Gmobile subscribers losing signal and unable to contact the customer care switchboard, Gtel Mobile’s representative officially responded. Gtel Mobile said that recently Gmobile is performing maintenance and upgrading technical systems. During the deployment process, there were some subscribers who lost signal, could not communicate or were automatically revoked by the system according to the automatic installation process.
According to a representative of Gtel Mobile, due to the impact of the Covid-19 epidemic, while the process of waiting for the Government’s restructuring approval was prolonged, the company was forced to minimize its apparatus, narrow its distribution channels as well as its distribution channels. such as suspending the operation of some customer care centers in provinces and cities. This leads to the consequence that the correction and handling of errors for customers is not timely.
“This is really an undesirable defect. The company is committed to ensuring maximum customer interests”representative of Gtel Mobile said
Gtel wants to roam with other carriers to provide 4G service
Gtel is coordinating research and deployment to provide 4G SIM cards for subscribers on the basis of roaming with other mobile carriers.