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Digicel blames implementation of new voice mail system for call issues

Digicel, the dominant mobile phone company in Jamaica, has responded to reports that its customers have been experiencing difficulties in making calls on its network.

The company issued a statement Thursday night, in which it explained that it implemented an improved voice mail system last month. Digicel said there have been teething pains and some of its customers have been inconvenienced. The company has established a technical team to resolve the issues.

The Office of Utilities Regulation (OUR) which received numerous complaints from Digicel customers, on Thursday gave the company one week to address the matter.

The complaints include reports of calls going directly to voice mail without the call party's phone ringing. This incurs a charge to the calling customer, without an option to terminate the call.

The OUR, among other things, wants Digicel to outline its policy for dealing with calls as well as the implication such policy has on termination, billing and customer notification.      

The agency has promised to make the information public.



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