The complaints continue as Liberty went before the Public Services Commission on Tuesday to address customer complaints both in person and via Zoom.
PSC Executive Director Sandra Setorie said that the reporting and analysis from the listening sessions are not completed yet. “We continue to compile the information that we have gathered so far from the number of activities that we have held. Our comments are still a work in progress, and we will have additional information to report at our next commission meeting,” said Setorie.
The Public Services Commission held a series of listening sessions during which Liberty customers could express their complaints about the carrier.
Liberty recently completed its migration process at the end of March. However, customers continue to grumble about poor service with the carrier.
To answer questions on behalf of Liberty, Ravi Maywahlal, general manager, and Luis Mendez, senior manager, represented the company.
“Issues have been resolved, yes,” said Maywahlal. “We have updated our systems where customers can view online. The issues where individuals are receiving double bills, for the most part, have been resolved. There may be some issues where customers are getting charges from an AT&T platform that may not have been migrated to our platform and those issues are dealt with on a case by case” basis, he said.
Maywahlal also said that response times are under five minutes, specifically on St. Thomas. “If you take a pass by Yacht Haven right now, I’m pretty sure you will be serviced within 5 minutes.”
Also mentioned by members were the ongoing roaming services in other countries. One scenario addressed service in Trinidad not being an option. Liberty Senior Director of Programming Monica Gonzalez-Pirez said that if a customer is to travel to Trinidad, they will have access to the Digicel network while visiting. Customers must ensure that their phone’s roaming feature is turned on. Gonzales-Pirez also said that Liberty is currently servicing 129 countries and has extended to 30 new networks and is focused on synchronizing its options with AT&T.
Commissioner Laura Nichols-Samms mentioned a scenario while in Cruz Bay a week ago: “We were right in the heart of Cruz Bay, where we should have gotten the best signal, and none.”
Commercial Director Catherine Kling of Liberty said that just yesterday, she and a team were looking for satellite service on St. John. “Yesterday, we were scouting locations. All day yesterday, we had 5G Services,” said Kling.
Nichols-Samms challenged and said, “This was not the case on several occasions. This is not the case most of the time.”
Also representing Liberty, Wanda Perez said that it has been three years, and the company has yet to receive approval for its new site in the Coral Bay area on St. John. Perez said that a public hearing is scheduled for sometime in May. After they have the approval, they will still need a fiber permit.
To view the PSC meeting you can visit the PCS Facebook page.
Public Services Commission members include Chairman Pedro Williams, Vice Chair David Hughes, Clement “Clain” Magras, Laura Nichols Samms, and Raymond Williams.
