Overview:
Digicel is facing criticism in Haiti following a third internet outage in less than a month. The telecommunications company attributed the service interruptions to damage to two international fiber-optic links along Route Nationale 1 after reports of heavy gunfire in the area, where ongoing violence has kept technical teams from making repairs.
PORT-AU-PRINCE — Digicel, one of Haiti’s longest serving telecommunications companies, was facing criticism Monday following a third internet outage in less than a month that left its customers unable to connect both inside and outside the country.
In an Oct. 12 statement, Digicel said the disruption to several of its services was likely caused by gunfire in the area where the damaged cables are located.
“We received reports of heavy gunfire in the area in question, and we believe this may have caused damage to our international fiber-optic cables,” company officials said in the statement. “We apologize for this disruption and thank you for your patience, understanding and support.”
The company had reported two earlier incidents — an outage on Sept. 23 from damage to its international fiber-optic infrastructure and an interruption on Oct. 4 and 5 along National Road No. 1 (RN1).
“We apologize for this disruption and thank you for your patience, understanding and support.”
Digicel company statement
This latest internet outage sparked strong criticism in the comments section of Digicel’s Facebook page following the company’s statement about the incident, which has affected communications in Haiti and between people in the country and those abroad.
They criticized Digicel not only for the communication problems caused by the outage, but also for not reimbursing customers for the internet plans they were unable to use and for not installing backup fiber-optic connections in other locations.
“Even if the [Digicel] signal goes down, we won’t refund the money,” Facebook user Junior Cadet commented.
His position echoes that of another internet user, Zenny Celestin, who argued that customers whose plans were disrupted should be reimbursed.
“With problems like this, customers who have unused plans should also be compensated,” Celestin said. “It’s not enough to later offer 1GB for a single day. Customers must be respected.”
Meanwhile, another user writing under the name Meezy Créations Plus, questioned whether Digicel has only one fiber-optic connection located along RN1.
“Why don’t we find a way to have another fiber-optic connection in another community,” the user wrote. “Every time National Road No. 1 has a problem, change the route.”
RN1 is one of Haiti’s main national roads, connecting Port-au-Prince with all parts north. It passes through areas including Cabaret, Montrouis, Saint-Marc, Gonaïves, Ennery, Plaisance and Limbé. On this route, gang such as the Taliban in Canaan and Gran Grif and Kokorat San Ras in Artibonite rule much of the areas. They are known to impose tolls on vehicles and merchants, extort vendors for goods, kill and loot indiscriminately and clash with law enforcement and local vigilante groups.
Criminal groups have also posed a threat to communication services for some time, particularly Digicel’s in the capital, according to law enforcement.
“We are making every effort to resolve the issue as quickly as possible,” Digicel’s statement said. “Our technical teams are mobilized and assessing the best way to safely access the area as a top priority so they can carry out any necessary repairs.”
Digicel had not said as of this writing when Digicel’s internet services will be restored.
“We will keep you informed as the situation develops,” its statement read.
