Dear Claudienne,

I live in Keith district near Brown’s Town in North West St Ann.

I have had Digicel’s 4G broadband internet service since 2010. Initially there was no problem. But about three years ago I began to experience problems with the internet service which went from bad to worse.

After 10 pm to early in the morning the internet is up and running well. After that it is extremely slow.

The Digicel customer care people keep telling me to reset or plug out and plug in the modem. However, nothing is wrong with the modem. The service is the problem. I took the modem with me to Kingston and it worked well.

I was told by one of the technicians that housing developments nearby are the cause of the deterioration in the service, but that explanation does not help me because I am not getting the service that I am paying for.

Since there are more housing developments, there are more internet users, so Digicel needs to upgrade their system.

And to add to my frustration, I am now being charged more for this non-service. Why?

I would appreciate your help to have the company correct this problem.

TF

Dear TF,

Tell Claudienne has been in communication with Digicel about the internet service in your area. We have received the following e-mail from Digicel:

“

We regret the inconvenience to TF and have conveyed our sincere apologies to her. Our goal is to always provide a reliable product and an exemplary level of customer service, so we took quick action to resolve this matter.

We’ve since offered to change TF’s modem, and I am very pleased to advise you that she collected the new device on October 12 along with one month of free internet service. She has agreed to provide us with feedback on service quality as soon as she returns to St Ann.

We look forward to her reporting a better connectivity experience. “

You have told us that you plan to put the modem on the rooftop with the hope of improving the internet service. Please continue to provide Digicel with feedback on the connectivity experience.

Good luck.

Dear Claudienne

In November of 2015 I lost my dad, who was a pensioner.

My mother made a claim for a widow’s pension based on the law that they were in a common-law union for more than 30 years.

The claim was made on November 30, 2015. All relevant documents were submitted, and we were told it would be ready between four to six months from the date of submission.

We are now in the eighth month and we can’t hear anything concrete. Every time I call the Spanish Town office I am told different stories and asked to call the head office. Each time I call the head office someone tells me something different.

Please assist me, as my mom and myself have become frustrated. What is even more frustrating is that the telephones are not answered promptly. It takes hours and even days before someone picks up, and I am not exaggerating.

MW

Dear MW

The NIS told

Tell Claudienne that because your mother and father were in a common-law relationship, the file was sent to the St Catherine NIS office for a thorough investigation to be done. We have been following up your mother’s claim for a widow’s pension, and note that it has been approved and that the cheque has been drawn.

Please check with the NIS head office at Heroes Circle in Kingston.

Good luck.

Have a problem with a store, utility, a company? Telephone 936-9436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail: edwardsc@jamaica observer.com Please include a contact phone number.