TELEKOM Brunei Berhad (TelBru) would like to acknowledge and respond to the letter published on Saturday, October 25, 2014 – “What 4G did, HSBB 5Mbps couldn’t”.
We would like to thank the writer for highlighting this issue to us as any comments or feedback are deemed valuable for the improvement of our service.
After conducting several tests, we are unable to recreate the error that was raised by the writer nor are we able to trace through our Customer Care Centre any complaints related to upload failure to Google Drive or something similar.
We would like to inform our valued customers that TelBru has set up a Fault Management Centre (FMC) helpdesk which tracks, tests and records fault-related complaints made through Customer Care Centre 111. When a customer reports a fault at 111, he/she will be directed to the FMC technician on duty who will interact directly with the customer to assess the fault and conduct troubleshooting live on the phone until the problem is resolved.
The technician will also check from the system the Internet connection quality as part of the troubleshooting process and if necessary, escalate the matter to relevant units within the organisation or even dispatch technicians to the customers’ homes for further investigation and repair works.
The centre operates daily from 7am until 9pm. Complaints made after 9pm will be handled by Customer Care operators who will do basic troubleshooting and in the event the problem cannot be resolved, they will escalate the complaint for further action by the technical team the following day.
We would like to advise our customers experiencing similar problems in the future to contact the Fault Management Centre through our Customer Care Centre at 111 whilst the problem is occurring, so that our technical team could test in real time as well as check the international path and local performance from the exchange.
TelBru has invested in the provision of new tools to help resolve such matters including network probes that can recreate user experience from local exchanges as well as international link performance.
For any queries or feedback, customers can contact our Customer Care Centre at 111, or email us at firstname.lastname@example.org.
– Corporate Communications Unit
Telekom Brunei Berhad