Editor,

Reference is made to a letter which appeared in The New Times issue No. 1813 of Tuesday May 26, 2009 in which the writer one Makuza Ronnie talked about Rwandatel’s internet disconnection on previous two Sundays.

In that letter, Makuza implied that Rwandatel generally disconnects its customers in Kacyiru every Sunday.

I would like to make it clear that Rwandatel, in addition to providing mobile and landline service, is in the business of providing internet connection and it would, therefore, serve no purpose for us to disconnect any one on any given day.

On the one Sunday mentioned, we experienced downtime due to a fibre cut caused by teams that were installing water pipes in that area. That Sunday does not constitute all Sundays as implied.

I would also like to take this opportunity to inform Makuza and indeed all our esteemed customers that Rwandatel has a dedicated and accessible Customer Care department and technical teams on stand-by 24 hours a day, seven days a week (weekends included) to take calls and take care of any customer issues as they come in.

On that Sunday, another customer did call and report the outage to the Customer Care department which immediately dispatched teams to re-install the fibre.

And by 3am on Monday morning, it was up and running again.
As always, our customers and their complete satisfaction is simply our reason to be.

That said, I would like to appeal to all our customers that should any of you experience any outage, please call our Customer Care Department on 075 100 and be rest assured that they will do all they can to ensure that the outage or any other issues are sorted out immediately.

C. Kabasiita
Corporate Communications Manager
Rwandatel SA