AirtelTigo deploys staff across city to address customer concerns

AirtelTigo has deployed a number of its personnel across the streets of Accra to help address the concerns of customers who experienced challenges as a result of the ongoing network system upgrade by the company.

 As part of the intervention, the personnel of the company have been stationed at some busy spots within the metropolis including Osu, Ring-Road, and the Accra Mall to help customers.

The Public Relations Officer (PRO) of AirtelTigo, Mr Michael Bruce, who revealed this in an interview with the Daily Graphic in Accra today, said the initiative formed part of an ongoing initiative to assist customers who might not be able to visit the company’s offices for assistance.

Mr Bruce explained that customers who encountered challenges with their network during the exercise were those whose SIM cards were not compatible with the new system.

“The only way we could resolve this is to take their old SIMs and replace them with new ones.

It is our wish that customers take advantage of all the interventions we have rolled out so that we can restore normalcy,” he said in the interview.

System upgrade

AirtelTigo recently commenced preparatory works towards the network’s integration and upgrade in the Western, Central, and Greater Accra regions which was expected to be completed by October, 2018.

The move, according to a statement signed by Mr Bruce, followed similar consolidation exercises undertaken by the company in other areas including the Northern, Eastern, Brong Ahafo, and Ashanti regions.

“The network integration and upgrade is aimed at offering an enhanced customer experience by providing voice quality, fast internet speed, and wider coverage,” the statement said.

Angry customers

Although the upgrade, according to the statement, was not intended to affect the quality of service, it, however, led to some customers experiencing challenges with the network.

Some worried customers who had besieged the various offices of the company complained about their inability to either make or receive calls, access the internet, among other inconveniences.

When the Daily Graphic visited the Ring-Road office of the company on Monday morning, it observed scores of customers who had besieged the office to lodge various complaints regarding the challenges they suffered.

Some of them who appeared disturbed by the development, threatened to take to the streets to demonstrate against the company if it failed to offer them solution by next week.

“I buy not less than GhC80 worth of credit on a daily basis.

I have not been able to make or receive calls for the past one week.

I hope the issue is resolved because it is affecting my business,” one of them who identified himself only as Haruna, stated.

Merger

Mellicom International Cellular, S.A., owners of then Tigo and Bharti Airtel Limited, owners of then Airtel announced their intent to merge in March 2017.

Upon approval in October 2017, the entity was rebranded as AitelTigo.

The merger made the company the second largest Mobile Network operator in Ghana with approximately 10 million subscribers.