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n response to the letter from Mr. Richard published in The Jakarta Post on Nov. 30 entitled “Telkom Speedy or Telkom Slowly”, on behalf of the management of Telkom West Java, we would like to apologize for any inconvenience caused.

Because Mr. Richard did not mention a corresponding service number for his complaint or provide a contact number, we were not able to settle Mr. Richards’s issues regarding his service. However, please allow us to explain the cause of slow Internet access connection and the settlement process of Speedy fault handling.

Generally, Internet access connection speed is affected by several things such as:

1. The Internet package subscribed, Speedy consists of five multispeed packages.

2. Type of Internet connection used (Dial up, ADSL, GPRS, Wireless, etc)

3. Computers used (better specifications will result in better
Internet access connection).

4. The systems used (computer operating systems, computer security systems, etc.)

5. Browser applications used (IE, Google Chrome, Mozilla Firefox, etc.)

Currently, the Speedy Internet package offered by Telkom consists of five multispeed packages, namely:

1. Speedy 384 kilo byte per second (kbps) (Socialia) package, this package is suitable for individuals who want browsing and chatting activity unlimited, but less suitable for download activity.

2. Speedy 512 kbps (Load) package, this package is suitable for individuals who want faster browsing, chatting and for unlimited download.

3. Speedy 1 mbps (Familia) package, this package is suitable for professionals or users and can be shared up to about 10 users.

4. Speedy 2 mbps package, suitable for business and office segments and can be shared up to about 20 users.

5. Speedy 3 mbps package, suitable for business and office segments and can be shared up to about 30 users.

As a form of responsibility to customers, Telkom implements the Service Level Guarantee (SLG) to each customer according to its segment. Since 2006, Speedy’s SLG applied for residential customer in terms of fault settlement is maximum 3x24 hours, with 2 percent compensation of the monthly subscription fee for each day of delay.

For further questions, enquiries or complaints about Telkom products, customers can contact 147, visit the nearest Plasa Telkom, or visit the official Telkom website telkom.co.id.

Asep Tatang
Communication Manager of Telkom West Java
Jakarta