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xxxxxxxxxxx of Sunday, 22 July 2018

Source: citinewsroom.com

Don’t blame us for Midland brouhaha – K-NET


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Internet and data service provider, K-NET, has rejected claims that some technical issues with its system caused delays at the Midland Savings and Loans company, Shiashie branch in Accra, a situation that prevented the company from dispensing services to a woman who was assaulted by a police officer.

Lance Corporal Frederick Amanor was captured in a video last week violently beating up Patience Osafo, who was reportedly at the Midland Savings and Loans banking hall to withdraw money.

In the video, the police officer, who was armed with an assault rifle, is seen beating up the woman.

The viral video sparked public outrage, attracting condemnation from every Ghanaian.

Lance Corporal Fredrick Amanor, has subsequently been detained by police pending further investigations.

There were reports that the company could not serve the assaulted woman and other customers due to internet challenges at the branch. This is in spite of previous reports that the bank may be having liquidity challenges, hence the struggle to serve their customers.

But K-NET, the company that provides data services for Midland Savings and Loans in a statement said they cannot take the blame because its system did not go down.



The K-NET statement said as a telecom service provider it has laid down means of reporting systems downtime and poor service which includes e-mails, WhatsApp and phone calls 24 hours a day.

The company said: “In this case, our reporting records show that Midland has at no point reported any issues of downtime or poor service (slow internet speed) to K-NET. Our live monitoring did not indicate a downtime or slow connectivity of service to Midland.”

“If the media reports and accounts of the assaulted lady at the Midland premises is anything to go by, it will mean that the problems with the backup service as suggested by the Owner would have taken 72 hours or more and would have warranted some reporting through any of our channels. That K-NET, as was confirmed by the Owner of Midland, is a backup internet service provider. It is indeed, farfetched to blame the incident that allegedly occurred on the premises of Midland, on a service provider.”

K-NET also said it took pains to audit the system in question “and has not identified any faults or challenges with service to Midland, especially over the time span within which the incidence at Midland is said to have taken place.”

Below is the full statement from K-NET:

STATEMENT BY K-NET ON OUR SUPPOSED INVOLVEMENT IN THE POOR SERVICE QUALITY RENDERED BY MIDLAND

We notice with concern, reports making rounds on social media and some mainstream media that are attributed to the Owner of Midland Savings and Loans which sought to blame the recent happening at his company’s outfit on K-NET who are the backup internet service providers to Midland.

The Owner of Midland has, in those reports suggested that “our backup service, K-NET was not fast enough so this caused delays throughout our branches”.



We wish to state unequivocally that the Owner’s position was wrong and does not represent the true state of affairs as regard K-NET’s dealings with Midland. We make these interventions on the following grounds:

1. That K-NET as a Telecoms service provider has clearly laid out reporting systems for “downtime” and “poor service” reporting. These include the use of e-mails, WhatsApp and phone calls to our 24Hr/7 Days a Week Call and Monitoring Centre. In this case, our reporting records show that Midland has, at no point reported any issues of downtime or poor service (slow internet speed) to K-NET. Our live monitoring did not indicate a downtime or slow connectivity of service to Midland.

2. If the media reports and accounts of the assaulted lady at the Midland premises is anything to go by, it will mean that the problems with the backup service as suggested by the Owner would have taken 72 hours or more and would have warranted some reporting through any of our channels.

3. That K-NET, as was confirmed by the Owner of Midland, is a backup internet service provider. It is indeed, farfetched to blame the incident that allegedly occurred on the premises of Midland, on a service provider.

4. That most importantly, K-NET has taken the trouble, since the emergence of these reports, to do an audit of the system and have not identified any faults or challenges with service to Midland, especially over the time span within which the incidence at Midland is said to have taken place.

We, therefore, wish to place on record that be it a connectivity issue or any other problem that may have hampered the delivery of service by Midland, K-NET as a backup service provider had absolutely no contributions to same.

We, however, sympathise with Midland for the challenges they have gone
through as a business in the last few days.

We also sympathise with the Customer who was assaulted, and condemn, in no uncertain terms, the actions of the police officer in question.

K-NET remains committed to delivering quality service to its clients.

Thank you.
Management, K-NET

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