Andorra Telecom strengthens connectivity to guarantee that companies can operate remotely
Improvements to the Internet network, international connections and the strengthening of mobile telephone services guarantee an increase in traffic due to teleworking and the intensive domestic consumption resulting from the application of measures to prevent the spread of COVID-19.
Investments made in recent years have scaled up the size of the network to cope with future needs. “We are currently equipped to handle consumption at twice the rate of the maximums recorded during peak hours. This guarantees that families can simultaneously work from their homes while connected to their companies, use messaging applications and social networks, watch fibre optic TV or use audiovisual content platforms such as Movistar Multi-Devices, Netflix or YouTube”, said Jordi Nadal, the company’s Managing Director.
The structure of the Internet network has been expanded to 70 GB, while the external output is guaranteed with connections of up to 30 GB with both France and Spain.
Mobile telephone services have also been enhanced with the increase in the speed of the 4G mobile network to 1Gbps in Andorra la Vella, Escaldes-Engordany and Pas de la Casa, a capacity that ensures intensive use during periods of maximum tourist influx.
Security Protocols
Following the recommendations of the health authorities, Andorra Telecom has redefined its internal protocols, favouring teleworking for its employees, physically separating work teams and conducting all work meetings and contacts with suppliers and third-party companies via video conferencing. The arrangement provides for a total of 70 people, including field technicians, to be permanently on duty. All of these actions are intended to guarantee the continuity of a service as fundamental as telecommunications.
The special arrangement resulting from the COVID-19 containment measures also affects the customer service channels, where it has been taken very much into account that communications are an essential public service. The sales agency will restrict its schedule to 8:30 am to 3:30 pm, and will limit activity to providing support on essential connectivity related issues that cannot be dealt with through non-presential channels.
The only procedures that need to be carried out through the agency are SIM card duplication, new registrations (fibre optic, mobile and routers) and cancellations that involve the return of equipment. At the same time, the simultaneous presence of more than three customers on the premises will not be allowed to ensure the minimum separation distances are respected. The protocol also prohibits customer service agents from handling users' mobile phones.
Digital channels and the 115 customer service line
For other procedures or enquiries, customers should call the 115 customer service line, or use the app or the andorratelecom.ad website. These digital channels enable users to perform many of their usual procedures via the customer area. You can also get in touch with Andorra Telecom via social media and by email at info@andorratelecom.ad.
For technicians who travel to customers' homes, a special protocol will also be applied, given the exceptional nature of the situation, restricting assistance to cases of faults, incidents or connectivity problems.
