Broadband Internet Outage Must Be Fixed Within 36 Hours
The "National technical regulation on the quality of fixed-land broadband Internet access services" (QCVN 34:2014/BTTTT) newly issued by the Ministry of Information and Communications stipulates that enterprises must complete the repair of lost fixed-land broadband Internet connections within 36 hours in inner-city and town areas and 72 hours in towns and villages (target is 90%).
 |
| Illustration photo: Vietnam+ |
Regarding the service setup time criteria, the Standard stipulates that in cases where a subscriber line is available, the enterprise must ensure that 90% of the contracts have a service setup time of 5 days. In cases where there is no line, the enterprise must setup the service within 12 days (for inner cities and towns) and 20 days (for towns and villages).
In case the enterprise can sign a service provision contract, it must notify the customer in writing of its refusal to sign the contract and state the reason for the refusal within 3 days from the date of receiving the service provision request.
In addition, service providers must have written responses to 100% of customers who make complaints within 2 working days from the time of receiving the complaint; the time to provide customer support services by phone is 24/24 hours, the rate of customers successfully connecting to phone operators within 60 seconds is at least 80%...
Effective from April 1, 2015, the "National technical regulation on the quality of fixed-land broadband Internet access services" will replace the "National technical regulation on the quality of ADSL Internet access services," issued in 2011.
The scope of QCVN 34:2014/BTTTT is fiber optic Internet access services, xDSL Internet and cable television Internet access.
According to Vietnam+
