This is the first time our network which connected to international network got serious incidents that suspended simultaneously availability of all three cables (APG, AAG, IA), which seriously affects Viettel’s services and operations.

Accordingly, Viettel has made series of actions to solve the problem by accelerating the process of caching Facebook, Google (diverting access from international servers to Vietnam servers) to reduce the load of international connection capacity, and speeding up the installation of 96 servers in 03 main regions (Ha Noi, Da Nang, Ho Chi Minh) for Facebook. This action helps international traffic to Facebook to reduce down to about 6 times than normal.

Meanwhile, Viettel has decided to give priority of 100% quality assurance for mobile services using international traffic (3G data, Roaming, VoIP ...), and prioritize traffic of fixed services for VIP customers, leased line, ... In addition, Viettel International Business Center has recently taken initiative steps to contact and negotiate with partners to buy and extend additional connection capacity of land cables connected with Mainland China, Cambodia and additional capacity of APG cable (to Hong Kong).

These actions bring immediate results. Approximately 40% of the lost traffic has been offset since 12 January 2017. Viettel expects that in the next few days, about 90% of the lost traffic will soon be restored and the quality of Internet services will be available for normal usage. Besides the troubleshooting actions and announcement, customer care has also been conducted.

On the first day of incident, Viettel has sent private SMS to 1.2 million customers using ADSL and FTTH networks who have Viettel contact numbers, other 360,000 SMS was sent privately to those with Vinaphone contact numbers, and 630,000 SMS was sent to those with Mobifone contact numbers. For corporate customers, Viettel Telecom has also sent written notices to apologize for the situations and expand more capacity for important customers.

Variety of customer care activities are implemented nationwide, from city to city, such as: Happy call, explanation, Dcom provision for temporary use, direct visit (gifts, mailing, billing adjustments). For Hot Line, call traffic spikes up to 17-18 times more than usual, which causes PBX congestion. Viettel Customer Service Center also set up IVR waiting tone (used when one customer calls to the call center and waits to talk to Customer agents) that contains an announcement about the incident to inform full information to customers when all lines are busy.

Last but not least, Viettel also appreciates continuous efforts of every individual who meets and deals with customers in person. Mr. Nguyen The Bong – sales contractor of fixed line service in Viettel Song Lo - Vinh Phuc province, is one excellent example. As soon as the cable incident happens, he actively called to about 60% of his clients contacts stored in his computer for early announcement. About customers calling to complain, he was expressing his apology and sincere explanation to help them understand. Thus, most of his customers were satisfied for his explanation and he even earned 02 new clients in the day of incident.

Obviously, there are always uneasy complaints from customers, but they will understand and sympathize with Viettel as they receive timely care and support from every staff and units of Viettel.

Viettel International