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IndiHome Disruption, Telkom Promises to Compensate Customers


JAKARTA, KOMPAS.com – PT Telkom Indonesia (Persero) Tbk (Telkom) will provide compensation to IndiHome customers who are affected by disturbances due to problems with the Jasuka (Java, Sumatra and Kalimantan) submarine cable communication system for the Batam-Pontianak section according to applicable regulations.

Vice President Marketing Management Telkom E. Kurniawan said, in principle, Telkom will provide compensation as stated in the contract at the beginning of the subscription according to the IndiHome customer segment.

“For affected IndiHome customers, of course we will provide compensation in accordance with the provisions of each customer’s subscription contract,” said Kurniawan in a written statement, Thursday (23/9/2021).

Also read: Telkomsel and Indihome Disturbances, Almost Equally throughout Indonesia

Kurniawan added, the convenience of IndiHome customers is a top priority. To that end, it continues to improve the service that had been disrupted.

“Of course, Telkom does not want the occurrence of submarine cable disruptions which will result in a decrease in the quality felt by customers. We have shifted the service routing to other networks and are currently focusing on accelerating JaSuKa submarine cable repairs and providing win-win solutions for customers. In addition, it is also related to payments IndiHome bills, Telkom will apply a fine-free policy and postpone the payment deadline until September 25, 2021,” he said.

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Previously, Telkom had confirmed the existence of interference for fixed broadband (IndiHome) and mobile broadband (Telkomsel) services.
Telkom’s Vice President of Corporate Communication, Pujo Pramono, said the disruption was caused by a problem with the Jasuka (Java, Sumatra and Kalimantan) sea cable communication system for the Batam-Pontianak section.

Also read: Easy, Here’s How to Report Indihome Interference from HP

“The disturbance was identified as originating from a point about 1.5 km off the coast of Batam at a depth of 20 meters below sea level,” said Pujo in an official statement received by KompasTekno, Monday (20/9/2021).

Pujo added that Telkom is working on improvements. It is estimated that the repair process for the disrupted submarine cable will take about one month.

Telkom will immediately make the connection of the submarine cable which is preceded by various preparations, such as the preparation of the cableship which will be operated to the point of disturbance to make the connection, prepare the equipment, and the necessary equipment.

Network capacity is increased through the activation of backup and alternative lines, especially for communication lines to certain areas such as Kalimantan, Sulawesi, and Papua.

“In addition, we are also adding link capacity for several destinations that still show high occupancy,” explained Pujo.

Also read: IndiHome: How to Register, Package Prices and Call Centers

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