Telkomsel Hack May Achieve Little to Curb Expensive Internet Rates
Jakarta. The hacker, or hackers, who defaced the website of Telekomunikasi Selular, Indonesia's largest mobile operator, on Friday (28/04) may achieve little in securing cheaper Internet service for Indonesian customers.
Early on Friday, Telkomsel's website homepage was supplanted with a black screen that listed demands for cheaper Internet prices. Many Indonesians were quick to show support for the action on social media, cheering the deed and expressing frustration with telecommunications giant.
The website was restored later on Friday afternoon.
A consumer rights group said expensive rates for mobile Internet connections are "understandable" due to insufficient telecommunications infrastructure. However, the group said, companies must ensure stable quality for customers.
"We think, from the customers' point of view, cheap and reasonable [Internet connection] prices are important, but network quality and distribution are also crucial," said Abdul Baasith, complaints and legal officer at the Indonesian Consumer Protection Foundation (YLKI).
According to Abdul, Telkomsel told the foundation their rates are more expensive compared to some competitors due to enhanced efforts to maintain connection quality and provide reliable service across the archipelago.
"[Telkomsel] claimed they need to cross-subsidize their services in cities to provide Internet access to residents in more remote areas," he said.
Adita Irawati, Telkomsel's vice president of corporate communications, said the mobile operator currently serves 169 million customers nationwide and its services are available in 95 percent of populated areas across the archipelago.
The company currently operates 137,000 base transceiver stations, which facilitate wireless communications between personal devices and larger broadband networks. Telkomsel constructed 25,000 new stations in 2016 alone.
Abdul said that while Telkomsel should be transparent in its decisions regarding mobile fees, customers ultimately reserve the right to switch operators if they are unsatisfied with the service they receive.
However, Abdul also noted that customers do not have many options in selecting a mobile Internet provider as many of Telkomsel's competitors do not offer extensive coverage.
Telecommunications providers in the country have also yet to implement so-called mobile number portability systems, which allow customers to keep existing cellphone numbers when changing providers.
"I don't think [the mobile number portability] will be realized soon," Abdul said. "[Operators] are still trying to secure private data."
Data Security
Ririek Adriansyah, Telkomsel's president director, said the attack did not affect the integrity of customer data, as the website's server does not store information regarding past transactions or financial data.
"[Many outlets] claimed there was a risk of customers' data being compromised. That's simply not true," Ririek said.
The incident, however, has forced the company to reevaluate security protocols to mitigate future attacks, he said.
Ririek added that he can understand the popular demand to lower Internet prices, but he warned that if rates are too low, the company would not be able to survive in the long run.
Kahlil Rowter, chief economist at state-owned security firm Danareksa Sekuritas, agreed with Ririek's assessment, adding that customers must take into account the quality of the service being provided when demanding cheaper rates.
"This is like comparing a premium car with a commercial car [...] each has their own standards and customers must choose what's best for them," Kahlil said.
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