Focus on maintaining stable operations and customer service in TDC Group



To help contain the spread of COVID-19, TDC Group is following the authorities' recommendations and taking all necessary precautions to minimise the risk of infection, while maintaining stable business operation.

Before COVID-19 was recorded in Denmark, TDC Group initiated the necessary precautions to ensure the maintenance of critical functions. These critical functions and critical employees are subject to special contingency requirements and restrictions, which are coordinated in close cooperation with relevant authorities.

Following the new guidelines from the authorities, all travel and regular meeting activities are canceled. Furthermore, all employees not handling critical functions at TDC's locations will carry out their work from home as of  Friday 13 March at the latest.

"We are taking all necessary steps to actively contribute to containing COVID-19, as well as ensuring that we have the required resources in place to ensure the maintenance and continued operation of critical national infrastructure and our digital services," says Henrik Clausen, CEO of TDC Group.

Given its many customer relationships, TDC Group has taken the necessary steps to continue to serve its customers in the best way possible. However, the new precautions will mean that customers in TDC Group's customer-facing brands, such as YouSee, Telmore and TDC Erhverv may experience longer waiting times, as there are fewer employees to handle enquires via the phone, mail and/or in stores. Critical tasks and enquiries will be prioritised, including servicing a number of corporate customers with critical national responsibilities, as well as private customers in urgent need, such as senior citizens losing their landline connection .

Technicians servicing TDC Group’s customers at their private address are working under specific restrictions. As a rule, TDC NET technicians cannot perform tasks, where there is a risk of being infected. Unfortunately, this can entail that customers will experience longer waiting times or cancellations of technician visits.

The new precautions may also cause delays in the delivery of products.

The new precautions will currently not affect either TDC Group's fibre roll-out nor the upgrade of the mobile network too 5G, however that may change in the near future.

“We are aware that this situation can cause frustration among our customers, and we are therefore focusing on solving all tasks as quickly as possible. However, we are in an unprecedented situation, which requires extraordinary measures, which will regardless of the efforts of all employees cause delays and affect our service, ”says Henrik Clausen.

Nuuday, which consists of TDC Group's customer-facing brands YouSee, Hiper, Telmore, Blockbuster, TDC Erhverv, NetDesign and Relatel has postponed a planned reorganisation due to the current situation.

Customers can find updates regularly at: 
https://tdcgroup.com/da/status
https://tdcgroup.com/en/status
https://www.tdcnet.dk/status