The recent spate of interruptions faced by millions of phone users in Malaysia due to to network failure stemming from Celcom’s system disruption has prompted one of its Mobile Virtual Network Operator (MVNO) partner Tune Talk to issue a public apology to its customers.

Celcom has about 9 million subscribers on its network and another 4 million riding on its MVNO partners which include the likes of RedTone, XOX and a list of others. When the main host faced disruptions 3 days back the impact was not only felt by Celcom users but also trickled to the rest of the network users causing much distress to users and MVNO operators who probably didn’t get the news until much later.

With users lambasting on social media, Tune Talk CEO Ameen Amaendran took on to issue a public apology to all his users on the service disruption they are facing. Its rare to see top leaders making such statements let alone address their customers over minor interruptions.

Below is the full statement from Tune Talk.

Dear Tune Talkers,

It’s me, Ameen.

We are extremely sorry for the data issues you have been facing the past week. Living in a digital world, I understand how important it is for you to stay connected seamlessly 24/7, and your frustration is completely justified.

We are in continuous talks with the relevant parties, and we hope that during this critical time, you will continue to be with us. We want nothing but to give our best to our dear subscribers. The data service provider that we are integrated with has been experiencing network outages. This has led to our service disruption. On behalf of Tune Talk, I would like to apologise for the inconvenience
caused.

Rest assured we are trying our best to fix the issues, and to not let problems like this affect your journey with us. Kindly bear with us. We would like to thank you for your patience and understanding.

Kind regards,
Ameen Amaendran
CEO of Tune Talk