Digicel Increases Customer Bandwidth

March 16, 2020 | 2 Comments

As the ongoing coronavirus pandemic continues to unfold, Digicel Bermuda is increasing customer bandwidth.

A spokesperson said, “Digicel wants to assure the public that employees and customers remain top priority and has put measurements in place to manage the potential impact of cornavirus.

“Digicel is increasing off-island capacity to improve speeds to their fibre to the home internet customers in anticipation of customers working from home and children at home from school.

“Over the next few days, all of Digicel’s Residential Fibre Internet customers will have a temporary speed boost of 30Mbps. [please note that we are not able to offer this to our copper network customers as this network is limited in its speed capability].

“Digicel has activated the below protocols for both customers and employees with regards to service requests:

“Reporting a fault:

  • “When a customer calls in a fault, they will be asked by the Customer Care agent to confirm if the customer or anyone residing in the residence has not been diagnosed with Covid-19, nor are they in quarantine because they have been potentially exposed and at high risk. If this is the case, Digicel/BTC will dispatch a technician who will try to resolve the fault externally. The technician will not enter the home if the fault is within the confines of the home.
  • “If the customer is “home-working” or staying at home by choice and is not under quarantine, BTC/Digicel will enter the premises to fix the fault if required.

“Requesting an installation:

  • “When a customer calls in for and installation, they will be asked by the Customer Care agent to confirm if the customer has not been diagnosed with Covid-19, nor are they in quarantine because they have been potentially exposed and at high risk.  If this is the case, Digicel/BTC will not be able to provide an install until such time that the customer can prove medical clearance.
  • “If the customer is “home-working” or staying at home by choice and is not under quarantine, BTC/Digicel will enter the premises to complete the installation.”

CEO Leslie Rans said,“As a provider of an essential communication services to the Island, Digicel has a duty of care to keep business running to keep our customers connected. Indeed, at a time like this, the services that are provided to our customers could not be more vital or more needed. This responsibility is not taken lightly.”

The spokesperson said, “Digicel thanks all customers in advance for their understanding and encourages the community to remain safe while adhering to all protocols recommended by Ministry of Health during this time.”

You can view all our coverage of the coronavirus Covid-19 pandemic here, and our continuously updated live blog here.

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Comments (2)

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  1. Frank says:

    The staff should not enter no homes unless the person can provide medical proof that they are not inveffected people will lie

  2. Andrew Carmichael says:

    Ha, 30Mbps. That is 10 less than I am suppose to get, which is 40, which I am not getting either! So hopefully they are able to help these kids that will be remotely schooled!

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