NOTE: Answer from Tusass added and corrected.
Hans Ole Jensen, who is in Denmark to be examined and lives at Det Grønlandske Patienthjem, received a text message that his Tusass subscription had run out when he was leaving the Fields department store in Copenhagen.
NOTE: Answer from Tusass added and corrected.
Hans Ole Jensen, who is in Denmark to be examined and lives at Det Grønlandske Patienthjem, received a text message that his Tusass subscription had run out when he was leaving the Fields department store in Copenhagen.
– At first I thought it was a mistake, Hans Ole Jensen tells Sermitsiaq.
But the message turned out to be correct.
When the 20 GB included in his Tusass plan for use abroad was used up, he lost access to mobile data. At the same time, he discovered that it is not possible to upgrade the subscription with more data.
This created problems because many of the most important everyday functions are gathered on the mobile phone.
– Everything that I cannot do without in everyday life is on my mobile phone – including my travel card for the metro, payment solutions and other necessary functions. If I had been alone when I ran out of data, I would have ended up going back to the Greenland Hospital, says Hans Ole Jensen.
Upgrading no longer gives more data
Hans Ole Jensen contacted Tusass to see if he could get more data.
– I asked if my subscription could be upgraded, but was told that it could not be done. Instead, I was told to buy a subscription from a Danish telecommunications company, he says.
Hans Ole Jensen believes that it has previously been possible to upgrade the subscription and get more data when staying abroad.
– Previously, we could raise the limit from 20 GB to 50 GB when we traveled abroad. That option no longer exists, and I think that is a big step backwards, he says.
At the same time, he believes that Tusass has been too bad at informing customers about the change.
– Many do not know that the rules have been changed. The elderly in particular, who often need help with their phones, are at risk of being severely affected. They may lose the opportunity to call their family because they don’t know what to do, says Hans Ole Jensen.
Tusass prioritized GB at lower prices
Maasi Brøns Chemnitz, communications manager at Tusass, informs Sermitsiaq that it is possible to buy extra data for the subscription if the data on Tusass Udland is used up. This can be arranged online, where you top up the balance, and then the subscription will draw money from there for data.
He states that customers have previously been able to switch to a package with more data, but that roaming packages have changed, and none of the packages for private customers contain more than 20 GB of roaming abroad.
Instead of roaming abroad, Tusass has chosen to lower prices for data in Greenland:
– We have thus prioritized that our customers could get more GB at lower prices when they are at home over the possibility of accessing data when they are traveling abroad, writes Maasi Brøns Chemnitz.
Tusass acknowledges that the scheme can present challenges for customers who stay in Denmark for longer periods, for example in connection with treatment.
– We recommend that people who need help turn to, for example, the Greenland Hospital or the Greenland House, writes Maasi Brøns Chemnitz, who estimates that the 20 GB is sufficient for the most important needs:
– With Tusass abroad you have the opportunity to use data when you are in Denmark or abroad, and 20GB is enough for all the most important needs when you are not near a Wi-Fi connection. And as mentioned, it is also possible to top up your balance via self-service and thus continue to roam when you have used up your package.
The communications manager also states that Tusass is investigating the possibilities of improving the scheme.
