Sharing at the press conference of the Ministry of Information and Communications on August 8, 2023, Mr. Nguyen Phong Nha, Deputy Director of the Department of Telecommunications, said that the Department had received feedback from customers using the Gmobile network about the network operator turning off the signal in the past time.
Gmobile itself has also proposed technical solutions to maintain quality and protect customer interests such as cooperating with other network operators for roaming, maintaining subscribers through cooperation with other virtual network providers. In addition, Gmobile also proposed a solution to use software to maintain information for users.
However, in response to customer feedback, Mr. Nguyen Phong Nha affirmed that the Department will continue to work with Gtel (the parent company of the Gmobile network) to ensure consumer rights and provide services that meet standards.
After posting an article related to the issue of Gmobile being off signal for a long time, VietNamNet received many angry responses from readers. Most readers reported to VietNamNet that they were using Gmobile's beautiful sim numbers.
Reader nick 333 said that he was a “victim” of the network operator when he was locked in both directions since April 2023 and until now there has been no notification to users. The customer has sent a complaint letter 3 times but has not received a specific response in writing. When calling the hotline, he received a general answer without a specific time to fix it.
A reader named Truong Nam reported that he was using the number 05999x9999 as a business hotline number. By the end of March 2023, the Gmobile network had cut off all signals, making it impossible for business partners to contact him and the bank's OTP code could not be used. The reader requested that Gmobile provide an exact answer as to when the signal cut-off problem could be fixed.
According to a reader named Linh, she spent tens of millions to buy a SIM card from Gmobile to make a hotline number, but after several months it was not usable, and the network did not support users at all. This affected the customer's business.
In an announcement posted on Gmobile's official website on June 21, several months later than when customers reported that they had experienced a complete loss of signal, the network operator talked about supporting Gmobile's 2G postpaid subscribers whose services were interrupted. Gmobile implemented a plan to support 2G postpaid subscribers who are using the network operator's services to switch to prepaid subscribers and keep the subscriber information intact according to current regulations.
According to the announcement, for subscribers with the number range 0995, customers can convert to a 4G physical SIM in cooperation with Vietnamobile. For subscribers with the number range 09968, 09969, customers can convert to a 4G physical SIM in cooperation with MobiFone.
For subscribers with numbers 09960, 09961, 09962, 09963, 09964, customers use GSIM via the iZOTA application. For other numbers, Gmobile will notify customers when the technical system is ready.
Customers in Hanoi and Ho Chi Minh City come directly to Gmobile transaction points to convert postpaid to prepaid subscribers.
This is not the first time Gmobile customers have complained about their subscriptions being "shelved" for a long time because there is no signal.
In September 2020, VietNamNet reported on the situation of Gmobile subscribers losing signal and being unable to contact the customer care center. After that, a representative of Global Mobile Telecommunications Joint Stock Company (Gtel Mobile) officially responded to this situation.
Gtel Mobile said that Gmobile is currently performing maintenance and upgrading of its technical system. During the implementation process, some Gmobile subscribers lost signal, could not contact or in some cases were automatically revoked by the system according to the automatic installation process.
According to a representative of Gtel Mobile, due to the impact of the Covid-19 pandemic, and the prolonged process of waiting for the Government's approval for restructuring, the company was forced to streamline its apparatus, narrow its distribution channels, and temporarily suspend the operation of several customer care centers in provinces and cities. This resulted in the consequence of not being able to fix and handle errors for customers in a timely manner.
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