The network is unstable, but I still have to pay the full amount?

During the time of unstable internet, should the network operator reduce the fee or have other promotions to ensure the benefit of the customer?

In response to the news that the trans-Pacific submarine cable was broken and would need to be repaired until August 21, many people were upset: “This has happened over and over again, the Internet is unstable, and the network operators are still calmly collecting the full fee. Why don’t Vietnamese network operators reduce the fee?”

Knowing that the fiber optic cable break is a force majeure event, should the network operator also find a way to support for the benefit of customers?

“In foreign countries, when such incidents occur, customers are deducted from their network fees for the affected month, but our network operators collect every day without missing a cent,” a reader commented.

Robot to repair submarine fiber optic cables - Source: Oceaneering

How to deal with the harmonization of interests?

According to lawyer Nguyen Thanh Ha, chairman of Sblaw Law Firm, legal contracts for service activities always have a clause exempting the service provider from liability to the service user in cases of force majeure.

In case of fiber optic cable breakage due to weather is a force majeure event, but service providers should also take steps to share risks and damages with customers.

Because the unstable Internet has a big impact on many people, from small customers to businesses, systems using the national network, especially when it happens many times a year.

"If we just follow the contract, sometimes it won't ensure the harmonious interests of both parties," said lawyer Nguyen Thanh Ha.

Agreeing with the opinion that fiber optic cable breaks happen many times a year, causing great losses to users, Master - Marketing expert Phan Anh said that if any network operator has a form of promotion to comfort and show gratitude to customers, that will be a great advantage.

“Among the many network service providers today, if a unit knows how to promote, it will create a competitive advantage, attract public attention, impress customers, and attract new customers,” said Mr. Phan Anh.

Promotion is a way to promote the brand

Economist Dr. Nguyen Minh Phong also agreed that the cable breakage caused by storms and floods was beyond the service provider’s control. The service provider itself had to accept the losses from this incident and was not at fault.

However, from the consumer’s perspective, when the Internet connection is not guaranteed, the service provider must have policies to protect the rights of consumers. Applicable forms include promotions, discounts, timely replacements, etc.

According to Mr. Nguyen Minh Phong, in terms of business, when the quality is not guaranteed, we must lower the price or have a reasonable promotion policy to make consumers feel comforted. If we still collect the correct and full price when the service quality is not guaranteed, it is no different from raising the price.

“Of course, in cases of force majeure (such as natural disasters, sabotage, etc.), it is possible to seek sympathy and share risks from customers, but as an exclusive supplier and for the benefit of consumers, the network operator must still have care policies that benefit customers. This is also a way for the supplier to “polish” its brand,” said Mr. Nguyen Minh Phong.

Find understanding between the two sides

According to lawyer Phan Thi Viet Thu - Consumer Protection Association, in cases like this, the damage always lies with the consumer.

Therefore, when a major incident occurs, the network operator should immediately notify customers to call for sympathy and to allow customers to prepare for work.

“Both sides should have sympathy for each other. Customers only need the attention of the service provider, when there is a problem, the provider must be present immediately and must have a backup plan.

We must ensure the continuity of Internet service provision because this issue affects the business of many people. If the network operator really cares about customer care, there must be ways to handle it so that customers feel satisfied,” said Ms. Viet Thu.

According to TTO