I HAVE been a customer of the Guyana Telephone & Telegraph Company (GT&T) for a number of years. Recently, I started encountering problems with my monthly internet service on my cell phone.

For over one week I did not receive any internet service, so I thought GT&T had suspended my account.
The month before they had told me they suspended it because I had used up a certain amount of megabytes. I agreed that I had downloaded information during the previous month but this month I hardly used the internet.
To my surprise, on Good Friday, April 18, I received a text message from GT&T that my internet service will be off at 14:12 hrs, so this drew my attention to the fact that my service was never up and I decided to call customer care service on 0488.
I spoke to an operator who gave me her name and asked me what kind of phone I have. I provided that information as well as the phone number. She walked me through the settings and I followed all the instructions she gave me.
She instructed me to turn off my device and put it on in 10 minutes. I turned it on in 20 minutes and still no internet. When I called her back she said that it was showing on her system that my service was active.
I then asked what the problem was and she responded that she did not know and promised that they will get back to me. I waited for a while but got no call, so I called them back. Another operator answered and I explained the problem and she asked me the same questions. I told her I went through the process with an operator already and she too told me that she is seeing that my net is on. I asked if I would receive my internet service back and I was told a blunt ‘no’.
I was transferred to the supervisor who told me there was nothing she can do. She promised to forward my information to the technician. I asked her how soon and she said she didn’t know because that was out of her hands.
Editor, I paid for a monthly service but I did not benefit much from it. I need an explanation from GT&T as to what exactly happened to my service that I paid for but wasn’t receiving.
I have another problem with GT&T. My iPhone was stolen over one year ago and I reported the matter to the police and GT&T.
I managed to locate the phone a few months ago and it is in the possession of the police. The officers did all that was necessary but they are still awaiting a report from GT&T just to see if my number ever worked with the IMEI number on the phone.
I need speedy action and I’m kindly asking for the Chief Executive Officer to take note because there may be other customers encountering these same problems. No time was given to me.

JOHONEL MUNROE

EDITOR’S NOTE: A copy of this letter will be forwarded to GT&T for any comments or clarification they may wish to make.