Senate Votes to Escalate Complaints Against Liberty VI to Federal Level Due to Poor Service

The legislative body of the U.S. Virgin Islands took decisive action against Liberty VI, a telecommunications provider, due to ongoing service quality issues. On Monday, a bill was passed unanimously, instructing the Public Services Commission (PSC) to lodge a formal complaint with the Federal Communications Commission (FCC) against Liberty Latin America, and its subsidiaries Liberty Mobile USVI and Liberty Mobile Puerto Rico. This move comes in the wake of Liberty VI’s less than satisfactory progress report in January regarding its transition from AT&T’s networks.

In a revealing session one day prior to a legislative hearing, the PSC’s executive director reported to the Committee on Government Operations about the constant stream of customer grievances regarding Liberty VI’s services. These complaints ranged from dropped calls and delayed texts to absent cellular service, problematic system updates, and billing issues.

At the heart of January’s hearing, Liberty VI’s newly appointed country manager, Ravindra Maywahlall, was unable to provide assurances to senators that the migration woes would be swiftly addressed. Senator Samuel Carrion expressed concerns that the subpar service was impacting the territory’s standard of living and business operations, stressing the need for the company to enhance its customer service.

Following an escalation in customer complaints, the PSC initiated an investigation into Liberty Mobile. The company, at the brink of finishing its challenging migration process by the end of February, faced potential regulatory actions if unable to show significant improvements in service delivery.

Senator Donna Frett-Gregory, in the March 25th Legislative Session, introduced Bill 35-0247, escalating the measures against Liberty VI. She highlighted the absence of customer service representatives in the territory, leaving customers with no option but to endure long waits on the 611 support line. She described the situation as Virgin Islanders being trapped and called for urgent action against what she termed a “dangerous unregulated industry.”

The bill saw widespread support from other senators. Senator Alma Francis Heyliger remarked on the communication challenges faced by customers post AT&T’s departure. She ominously warned of repercussions if Liberty VI’s promised migration completion by March 31st was not met, especially with their revised timeline suggesting a completion between March and April.

Senator Kenneth Gittens echoed the need for firm action against Liberty, urging another telecom provider, Viya, to improve its service. The consensus among legislators was clear: telecom providers must reassess and significantly improve their services for the people of the Virgin Islands.

The resolution was passed with unanimous support from all 12 senators present, marking a critical step towards addressing the telecom service quality issues in the territory.