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A technical error has meant that several people have had problems with telephone coverage for several days, in the middle of Oslo.
– We are several angry and desperate neighbors, says Irja Rosenvinge-Hanssen to Avisa Oslo.
The reason is that she and several other residents in the area around Homansbyen and Hegdehaugsveien have lost or lost phone coverage in recent days.
According to Rosenvinge-Hanssen, the problems should only have arisen beyond Wednesday afternoon and evening. It began by cutting and scraping the line, and ended with almost zero coverage for several days.
Read more cases at Avisa Oslo here!
Bad reception
When Rosenvinge-Hanssen called Avisa Oslo to report the problem, he had to travel to Majorstuen to get phone coverage. However, there are several interruptions on the line that make communication difficult, and the conversation is also interrupted several times.
– Now we have not had coverage of our Telia telecommunications network in four days. It’s so special that we have to say something somehow, she says indignantly.
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Neither Rosenvinge-Hanssen nor other residents he has spoken to can see that they have received information about problems with phone coverage. She reacts strongly to this.
– It is one of the most expensive, since no information has been sent about it. No SMS, email, or anything else, as far as I can see.
She has managed to do household chores herself other than by phone, but is concerned about elderly residents in the area who may depend on the phone to communicate with the outside world, especially if the accident is produced and should be necessary to contact example ambulance.
– There is a potential danger to life and health. What if people get sick and don’t show up on the phone? he asks rhetorically.
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No information
He also reacts to what he believes to be very inappropriate customer treatment by Telia. Rosenvinge-Hanssen claims that she and several others have tried to contact Telia repeatedly, without getting a proper response.
– That’s all we get to customer service, and when we do it for the first time, they hang up, he claims.
Also at Telia’s customer service center in Bogstadveien she did not receive a response that she was happy with.
– There they only show a note indicating that they have no information about this error, says Rosenvinge-Hanssen.
On the Telia website, they have a map showing coverage results and operational disruptions. The map shows two different error messages for the area around Homansbygen and Hegdehaugen.
According to the list of error messages, an error occurred on September 3, with an expected fix date of December 31. The second error message must have occurred on Thursday, December 17 at 12:24, and must have been corrected exactly one day later: December 18 at 12:24.
Despite this, Rosenvinge-Hanssen and several others with her have experienced problems even after this.
Confirm problems
According to Ellen Scheen, information manager at Telia, the first of these error messages is an old message that remains on the system. The second error, said to have occurred on December 17 at 12:24, is the error that actually applies.
Therefore, it confirms that there are problems with the coverage in the area around Homansbyen.
– The reason is that we are modernizing and replacing the base stations in connection with the new 5G network. In connection with this job, an error has occurred, says Scheen.
The failure means that a base station at the bottom of this area is completely down, while another nearby base station is running for half a machine due to the same failure. It affects the interior coverage of the clients that belong to these base stations. According to the information manager, other nearby base stations should catch him in the open.
The error occurred according to their systems on Thursday, but a communication failure between Telia and technicians working with the base station meant that the telco was not fully aware of the extent of the error from the beginning.
– We regret that this affects the client and we hope to rectify it as soon as possible. We understand very well that this can be frustrating for the customer and we apologize for the inconvenience this has caused, he says.
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Sorry for the customers
When Avisa Oslo asks about what Irja Rosenvinge-Hanssen perceives as missing information about the error, Ellen Scheen says that the information must have been sent to the affected residents by SMS on Friday, December 11, in relation to the works that were going to be carried out in the area.
– Customers should have received an SMS last Friday with the notification that the work was in progress and that there might be some interruption in relation to this. But of course, that doesn’t mean you have to settle for being without coverage for three days, he says, and he repeats the apologies to customers.
– We will try to fix this as soon as possible tomorrow. It’s probably not a complicated bug, so it should be pretty quick to fix, continue.
She doesn’t acknowledge herself in Rosenvinge-Hanssen’s claim that the call center should have hung up when she called.
– It sounds strange, because that is not how I know our customer service. But there has been a clear lack of communication with us internally which has meant that customers have not received the responses they wanted from contacting us, and I apologize, says Scheen.
Read more cases at Avisa Oslo here!
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