We are hard at work, please pardon the inconvenience

Posted on 9/25/2014 by Sebas Muriel, COO

We are carrying out a technical process to change our service platform in order to become a Full MVNO (Mobile Virtual Network Operator) and to continue offering customers the most innovative communication services.

As a result of this change, some of our customers have experienced service interruptions today, for which we would like to publicly apologize and reaffirm our commitment towards ensuring that any detected incidents are fully resolved in the shortest time possible. And of course, in line with our policy, we will promptly compensate customers who have experienced service interruptions along with the corresponding inconveniences.

What are we doing? We are carrying out this project in order to improve our services for prepaid and postpaid customers, and to have a more flexible service. For example, as in the case of Light MVNO, certain possibilities were limited and we were unable to evolve the cloudphone concept towards our intended service goals.

These types of processes require major technical changes, which may create incidents that could affect customers, as is the case in this instance. Our engineering team is working hard with our vendors to completely restore all the services as soon as possible.

We greatly appreciate the understanding that most customers have shown since, as in the case of home renovations, inconveniences are virtually inevitable, but in the end, the results make them worthwhile.

We are always available to customers for any doubts or additional incidents through chat via the Tuenti profile, e-mail, our support forums and social network profiles.

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