VHA CEO issues 3G apology

CEO Nigel Dews says sorry for network issues

Vodafone Hutchison Australia (ASX: VHA) has apologised to customers for recent problems with its 3G network upgrade.

In a blog post on the VHA website, CEO Nigel Dews said he was sorry for recent intermittent network issues that affected some Vodafone customers.

“Having customers who are happy with their service and their network experience is central to us but unfortunately in recent weeks, some customers have had a disappointing and frustrating experience which I am very sorry for,” he said.

“Looking at your comments on various blogs, including here on our own, it’s clear we could have done a better job at keeping you across what’s been happening,”

He added that VHA has been working with customers on a case-by-case basis to understand individual situations and resolve the issues.

“If you have been impacted and have not seen an improvement in performance, or aren’t happy with the service you have received, please contact us either via email or by calling support on 1555 (press three or ask for technical support),” he said.

“We’ll look into your situation and see what we can do to put things right for you.”

Dews also said the company is experiencing busy times at its call centre, Vodafone Care, and thanked customers for their patience.

The apology follows VHA’s plans in November to erect 1500 base stations for a new 850 MHz network.

At the time, Dews said the company had invested $550 million into its networks.

Follow Hamish Barwick on Twitter: @HamishBarwick

Follow Computerworld Australia on Twitter: @ComputerworldAu

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