OUR advises mobile customers on spotty data service and unresolved faults

The Office of Utilities Regulation is advising mobile customers who continue to face poor data service or signal failures to document the problem carefully and escalate the matter if their provider does not fix it within a reasonable period.

The guidance followed a complaint from a customer who said mobile data had been unreliable for about a week, with periods of no service at all. The customer said the issue was affecting work-from-home income, even though bills were being paid, and that several contacts with the service provider had produced only assurances that the matter would be examined.

The OUR said dependable telecommunications access is now essential for many Jamaicans, particularly where a person relies on mobile service to work. Customers, it said, should receive the service for which they are paying.

Where faults or interruptions continue, the provider is expected to investigate the complaint and address the problem in a reasonable time. Customers should keep notes of each report made to the company, including the date of the call, the nature of the fault and any reference number supplied.

If the provider does not resolve the complaint, or if the customer is not satisfied with the response, the OUR said the matter may be referred to the regulator for assistance. The office may review the complaint, ask for supporting details and follow up with the service provider where needed.