The telecoms industry regulator has finally broken its lengthy silence on the status of Surfline, committing to defend the interests of all telecommunications service customers as well as industry partners.Following complaints from dissatisfied Surfline internet service users, the National Communications Authority (NCA) took note of public enquiries about Surfline’s activities and service interruption with great concern.
It verified Surfline’s service interruption, stating it was aware of the issues and was working with the company to provide assistance to guarantee that subscribers impacted were safeguarded, although many have criticised the NCA’s position as long overdue.
“The Authority has, in the past several months, continued engagement with Surfline, following a formal communication by the company to shut down its Radio Access Network due to some operational challenges,” the authority stated in a release.
The telecommunications sector regulator stated that its contacts with Surfline were aimed to assist the firm to: resolve concerns with its indebtedness to its service suppliers; and post information to its subscribers about their service interruption.
It was also intended, according to the NCA, to ensure that customers who had purchased data plans did not lose their data, and where applicable, appropriate compensation paid by Surfline to customers for any loss of service; and begin the process to initiate bulk-delinking of Surfline SIMs from the Central SIM Database in the event that the company fails to resume operations, allowing consumers to keep only their registered active SIMs.
“As we work to ensure the successful implementation of the aforementioned ongoing regulatory measures, the NCA would like to reassure the general public, particularly Surfline subscribers, of our ongoing commitment to protecting the interests of all users of telecommunications services, as well as stakeholders within the Industry,” it added.
Apology
Meanwhile, some Surfline customers have responded furiously to the NCA’s position, claiming that “the statement contained nothing soothing to assuage their frustrations.”
To them, the NCA should have notified the public long ago, about the challenges, in order for them to know their next line of action.
They argued that having been kept in the dark for that long was a demonstration of a lack of commitment on the part of the industry regulator to protect their interest, wondering why the NCA would wait that long before coming up with an official statement.
“Their statement tells us that they were aware of the situation but never respected our rights to inform us to know the next line of action.
Some of us continued to load credit and yet had nothing in return as service,” one said on grounds of anonymity.
The NCA’s eerie silence, she said, was “unbecoming of a regulator.”
While demanding an unqualified apology from the NCA for “the long overdue silence on the matter,” she also persuaded the industry regulator to ensure that Surfline’s management refunded all amounts owed to customers as soon as possible to avoid any legal wrangling with the NCA for failing to protect the interests of all subscribers.
Shutdown of operations
Surfline, Ghana’s first 4G LTE firm that provides fast and dependable internet services, has encountered major financial challenges, making it unable to continue serving its consumers.
As a result, the firm has shut down its data facility.
Previously, the corporation, which aggressively entered the market with unique services and product offers, had shut down its radio access network, leaving users in the dark.
The company’s decision is also claimed to be the outcome of major expense concerns.
NCA had earlier confirmed to the Graphic Business the dire state of the company and why it was unable to continue with its services.
The NCA Director-General, Joe Anokye, said: “So, Surfline actually wrote to us that they had shut down their data centre.
Prior to that, they informed us that they were shutting down their radio access network because of cost.”
He said the NCA was working to issue a press release to clarify issues concerning Surfline “but I think it’s a major liquidity issue.”
Mr Anokye said the company was facing serious issues with some of its major vendors “and I think it’s been very challenging for them.”