TelEm Group technicians have identified equipment being used in neighbouring Anguilla as the possible source of interference to the company’s 3G mobile network in recent weeks.
The interference has been plaguing TelEm Group’s mobile voice and data customers by causing calls and internet connections to drop suddenly without warning.
TelEm Group Chief Technical Officer (CTO) Mr. Eldert Louisa said after reporting the interference to the local telecommunication regulator, the Bureau of Telecommunications, St. Maarten, last week, a team of company technicians and engineers were ordered to carry out their own series of tests and scans to locate the source of the interference.
He said this was especially important to make a strong case for a new temporary frequency from the regulator, to better serve TelEm Group mobile customers until the problem is permanently fixed.
"We have been able to identify the source of the interference as coming from the neighbouring island of Anguilla," said Mr. Louisa.
He said the findings and readings from his technical staff have been reported to the local regulator whose own technical expert has since confirmed.
"We have requested immediate action on the part of the regulator to contact those causing this interference . It is affecting the quality of mobile service we are offering to our customers. We have now officially requested the use of a new frequency on a temporary basis in the interest of our mobile customers," said Mr. Louisa.
Mr. Louisa is advising customers who are experience problems with the TelEm Group 3G network to take their handsets and smartphones off AUTO to "push" their service onto the company’s 2G network.
"Mobile handsets and smartphones that are set to automatically select the most suitable network will jump from the 2G network to the 3G network depending of what signal is available. We are advising users who have their phones set for 3G use only, or for AUTO use, to reset their handset or smartphone to the 2G network as a temporary fix. They should only do this if they are having difficulty with the 3G voice and data service," advised the Chief Technical Officer.
At present, customers operating their devices in the areas of Cole Bay, Simpson Bay, Maho, Cupecoy, Lowlands and South Reward are most affected.
Mr. Louisa, on behalf of TelEm Group management, has appealed to TelEm Group mobile voice and data customers to continue to exercise patience while the company works diligently with the local regulator to stop the source of interference once and for all.
"The good news is that we have identified the source of the problem. Now we can work on stopping it as quickly as possible." said Mr. Louisa.