The LIME telecommunications system took a double hit in July with two unrelated issues that caused headaches for customers.
A text message earlier in the month informed clients that their accounts were overdue and about to be barred unless they made payments; and in the latter half of July, the entire landline and mobile voice-mail system went down for several days.
LIME sent text messages acknowledging the problems, but when the voice-mail system was restored, LIME advised that some accounts may need to be set up again and messages might have been lost.
On 11 July, some post-paid clients received a text message stating: “Your account is 72 days overdue and your service will be barred. Please pay now at the nearest location or online.” Initial calls to LIME from affected customers indicated that the call centre was not yet aware of the problem, and so support staff had to check callers’ accounts to ensure that there were no outstanding bills. By 10am, however, the company advised customers to ignore the earlier message.
“With regards to the text messages that were sent out in error, our technical team in the UK were testing some processes and inadvertently put a test system in ‘live’ mode for a short duration, which regrettably resulted in customers in good standing and current, receiving messages of bills being overdue,” said general manager of LIME Cayman Islands, Tony Ritch. “This only affected our direct debit customers. Steps have been put in place to ensure this won’t happen again and we apologise to our customers for the inconvenience this caused.”
On 18 July, LIME sent another text to all its mobile phones stating that its technicians were trying to resolve an outage of the voice-mail system. It took about five days to get the system back online, during which time customers were unable to receive or check voice-mail messages.
“We experienced an outage on our voice-mail system which impacted all our landline and mobile customers,” said Mr. Ritch. “This was due to a defective storage component, which resulted in the corruption of our database, which meant we had to reconfigure the voice-mail platform. The work required by our local technicians to bring the system back up meant that our customers were without voice-mail for several days. We sincerely apologise for this inconvenience.”