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Upgrade glitch affecting TelEm Group PBX, vendor called to assist

TelEm HQ, Pond Island, Sint Maarten (File photo) TelEm HQ, Pond Island, Sint Maarten (File photo)

SINT MAARTEN (POND ISLAND) - TelEm Group is apologizing to customers calling into the company’s main building on Pond Island and the Help Desk Service, only to hear interference and garbled words on the line.

The problem is being caused by a mysterious glitch following a recent upgrade of the company’s main PBX system.

According to TelEm Group technicians, a routine upgrade of the main PBX telephone system should have gone without a hitch when it was carried out a fortnight ago, however, the software installed is not performing as it should.

The equipment vendor has been contacted and is now being asked to troubleshoot remotely to determine what the problem is so that normal PBX service can resume.

TelEm Group Chief Executive Officer (CEO), Mr. Kendall Dupersoy, on Tuesday, personally apologized to customers for the problem with the company’s PBX system, which he says has continued much longer than it should. He said not only are customers affected, but also personnel within the company, who have to cope with dropped and inaudible calls they make and receive.

“Upgrades of this kind are a necessary part of keeping equipment up to date so that the latest versions of software and firmware can be added. Sometimes there are glitches, but we expected them to be resolved as quickly as possible so that customers are not adversely affected,” said Mr. Dupersoy.

The CEO says he can understand the frustrations of persons calling into the TelEm Group building and having to call several times to make themselves heard or understood. He is assuring customers and the general public that the problem has his full attention so that it can be resolved as soon as possible.

Mr. Dupersoy is meantime appealing to customers and the general public to be patient and understanding while waiting for the PBX system to be properly restored.

He has once again apologized for the inconvenience caused.

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