Sun | Feb 25, 2018

Digicel: all work and no Play

Published:Saturday | July 2, 2016 | 12:00 AM


I would like to share my frustration with Digicel regarding installation of equipment and porting of my telephone number. On May 10, 2016, I signed an agreement with a sales representative for the installation of Digicel Play, which includes Internet, landline and cable services.

The cable and Internet services were done after several instances of miscommunication regarding the time for the installation. It appears that the customer service representatives are not adequately trained (although they do sound quite intelligent on the phone), because several appointments were made for the installation, yet no one came at the scheduled time.

Sometimes I received a call stating that they were held up at another location, but for most of the time there was no call, and I sat at home all day just waiting on them. One appointment was made for a Sunday after church (1:30 p.m.), but lo and behold, they were at my gate at 9:30 a.m. when I was driving out. We conferred and they said they would be back at 1:30 p.m., but when I returned from church, there was a tag on the gate indicating that they came at 11 a.m. and no one was there.

To top my frustration is the process of porting my telephone number from the previous provider. I followed the complicated procedures and at every turn something was not correct. In the last two weeks, I was finally told the paperwork submitted was acceptable and all that was needed was for them to send me a code. I received this message at least 10 times in various forms: you will receive the code by the end of day; in 15 minutes; in 24 hours. Up to the time of writing this letter, Tuesday, June 28, my landline is still not working.

I am also concerned that my mobile phone bill will be astronomical because I have had to resort to using my cellphone for calls I could have made using the landline. Digicel should reimburse me for my May and June cell phone bills. Digicel, step up!