Dear Editor,

I am writing to formally express my dissatisfaction and concern regarding the recent notification that there will be an increase in Digicel service rates.

I was also recently informed by e-mail that ABC, NBC, and CBC will be removed from our television package due to overseas regulations. I understand there may be circumstances beyond Digicel’s control regarding programming rights and regulations; however, I find it extremely unreasonable that customers are being asked to pay more while, at the same time, receiving fewer channels and continuing to experience ongoing problems with the service.

Our television service has not been satisfactory. On numerous occasions, when we turn on the television, the screen is completely black and we have to press the rewind button before the picture will appear. This is an ongoing inconvenience and certainly does not represent the level of service that customers should have to accept while paying a monthly fee.

There is also a problem with the rewind feature. When we attempt to rewind a particular channel or programme, it sometimes does not work properly. We are, therefore, paying for features that we cannot reliably use.

I have to question how it is fair to increase the monthly rate under these circumstances. I am already paying for a service that has technical issues, and now three channels are being removed from the package while the cost is increasing.

I respectfully request that Digicel:

• investigate and resolve the ongoing problems with the television service, including the black screen issue and the unreliable rewind function

• consider providing a reduction, credit, or other appropriate compensation for the period during which the service and features have not been functioning properly

• advise whether there is a lower-cost package available that reflects the reduction in channels and services

• reconsiders the rate increase for customers who are already receiving fewer channels and experiencing service problems

I have been paying for a television service with the expectation that it will work properly and provide the channels and features included in my package. It is very disappointing to now be told that I must pay even more while receiving less.

Digicel needs to ensure customers receive fair value for their money.

Michelle Bennett-Gayle

A concerned customer

michellebennett503@gmail.com