Stabroek News
April 29, 2002
In recent times there have been a number of complaints on the service being provided by GT&T. Congestion of the system has been one of the main problems and GT&T has said that it is in the midst of a US$4.5M expansion programme which will improve the service. We asked the man/woman-in-the-street whether they were satisfied with the service. Their views follow.
Irvine Dey - customs accounts clerk: `GT&T has overloaded the system and I'm not satisfied with that at all. I heard that GT&T is trying to correct the situation but the telephone company would have known what it was doing all along. GT&T really needs competition to reduce the rates as well as to provide a better service. What bothers me is that you can't get through with calls during peak hours and that is the time when the service is most needed. Then some of us buy the best cell phones expecting to get the best service and it makes no sense.'
Nalini Sanichar - University of Guyana student: `The Guyana Telephone and Telegraph company (GT&T) is manipulating customers. They knew they were going to overload the system and went ahead connecting left, right and centre and now they are not providing a good service. Everybody got a telephone... the bus driver when driving, the conductor, the vendor, school children even the garbage collector. As a student at the University of Guyana, students have cell phones and it becomes annoying when the phone rings during a lecture. While this should not be the case, the lecturers still condone it. While the cell phone is good and has its benefits the manner in which GT&T sold the service was manipulative especially now that the system is overloaded and not up to expectation.'
Shondell Williams - self-employed: `This cell thing is a problem. I don't understand what is happening. Trying to get through in the daytime is a problem. The circuits are always busy and you could get through easily in the night time, most times after 11 pm when you can't do business anymore. And the problem, too, is that the cell service is very expensive. So long I tried getting a landline and I have not been successful. If I had a landline I would have had no need for a cell phone. I am using the pre-paid service and it's $37 a minute. I only get 50 minutes or $2,000 and that is not economical for business. I really don't have a choice.'
Trevor Pemberton: `I'll say that 90% of the service is satisfactory and 10% is not. I am basing my argument on the fact that I don't have a cell phone and on the occasions I would use my cousin's. Why I would say that it is 90% satisfactory is that I've had easy access in times of emergencies and I've also been able to make contact with people any place. The phone is for easy access. The 10% that is unsatisfactory is due to the fact that in recent times the load may be too much for GT&T and I keep getting the recording that says all circuits are busy. But the telephone company has recognised the problem and from all accounts they are making an effort to correct it. I've found that it is more difficult using the pre-paid phone card and you keep trying and trying. In a way that is a waste of money. I was also wondering if the quality of service depends on the brand name of the instrument.'
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Onika Emmanuel - female cricketer/student: `I have found that calling within the East Coast Demerara on the cell phone is no problem but once in Georgetown you most times get the recording saying that the circuits are busy. You have to keep trying and trying and trying and these days many people have cell phones for easy access. Not getting through easily is frustrating. I hope that GT&T will resolve this problem very soon.'
Maureen Rebeiro - teacher: `The cell phone service is not the best at the moment but GT&T has acknowledged that there is a problem and they are working to correct it. If it is not better within the prescribed time then we can safely say that GT&T does not have the customer in mind. It is time that GT&T stop monopolising the telephone service. Government should grant permission to others willing to provide the service. I think GT&T needs competition. Because it is the only company providing the service right now it takes customers for granted.'
Dinesh - private sector employee: `I am satisfied with the service generally but it could be better. It could be a bit frustrating not getting through especially when there's an emergency but GT&T has said that it is working on improving the service. GT&T could do with some competition to improve their service and the rates are still too high. They could be lowered.'
Monique Carter - housewife: `Sometimes you want to pass on important messages and you can't get through because the circuits are busy and this is especially true in trying to get through from Georgetown to Berbice. The purpose of the cell phone is to easily access persons wherever they are but this is not the case. I hear them saying that the system is overloaded. I can't understand how GT&T is continuing to connect cell phones when the company knows it cannot provide the best service in an overloaded system.'
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Kendrea Hall - secretary: `The circuits are always busy on a first try and you always got to dial back twice or thrice to get through especially from a landline to a cell phone. You need to get through to your boss on urgent or important matters and just can't get through. Just a few minutes ago I finished talking to someone on a particular number. I am trying to get back to the same number and being told that it is not in the directory. I think GT&T needs good competition so that they do not allow things to deteriorate before they decide to act.'
Iliefred Bristol - self-employed: `I am using the card and I use the cell phone mostly at nights so I don't really encounter the problem of busy circuits because by that time the traffic is not that heavy. My family from foreign, however, complain about not getting through to me. Sometimes they do get through and sometimes they don't. I wonder if it's because I use the pre-paid card.’