Connection Problems with Globe Broadband
Hi all. Just wanted to vent out my frustrations and disappointments with our current Internet Service Provider which is Globelines. We’ve been having no connectivition and intermittent connectivity since April 30th of this year. Until now, our connection is tantamount to dial-up and to think we signed-up for 1MBs download speed. This is the only ISP I’ve known that would take up almost a month before an issue is resolved. Everytime you call the Globelines technical support or customer service number, you’ll always get the same “BS” which is network problems and they can’t even give any estimated time as to when the problem would be fixed. Is Globelines really doing anything to resolve or fix their network problems? If not, then they don’t really care about their subscribers and I know I’m not the only person complaining about this. Another concern I have about globelines is that they some of their representatives were rude and doesn’t even know how to empathize with their frustrated customers. Their empathy statements really sounded scripted and pathetic. I’m sorry but Globelines is really testing our patience right now. We’re on the verge of cancelling our service and getting another ISP; however, I’m afraid that other ISPs might be worse than Globelines. The last time I called was May 22nd. I informed one of the Globelines’ rep that our connection was still slow and intermittent and as expected we were informed that this would be automatically credited to bill. Yeah that’s right, but that would still be on our next or probably next next billing cycle! The nerve! We’ve been paying our bills on time and never made any late payments since we hooked up with Globelines and this is what we get! I just hope that they’ll do something and we’ll give Globelines up to this month and if still we experience the same issues then we’ll sign-up for other ISPs out there.
I thought I was alone with this problem. Mine started last April 20, and been calling them almost everyday. Last May 22 my modem started giving data signal but I cant browse. Everytime time I call CSR its the same “our technicians are still in the process of fixing from our main line”. It took them one whole month of trying to fix that problem without any results. How do we discontinue the subscription without paying anything with this crepy service?
You know what? You have all the right to discontinue the service and not pay any termination fee. The thing is, the contract that they let customers sign clearly states that if service is terminated/cancelled, you need to pay PHp 2,500 (for the new contract). Before, customers are asked to pay for the remaining months of the contract multiplied by the monthly rate. I suggest you visit the nearest Globelines center and make all records available including phone calls made with their respective ticket/reference number.
PS: Don’t forget to post here for any updates. Thanks!
If some0ne is planning to subscribe internet connection,i recommend that Pldt is the better ISP than other..Or Skybroadband..Im also a Globe Broadband user,and we have the same problem about globe..I found out that the worsiest ISP in the phil 2day is Globe..See my post @ youtube because i rec0rded bandwidth test at globe..I use my cellphone(6630) to post dz msg rather than using my Globe internet..”sa globe disconnected ka sa mundo”
i had the same problem before.i kept on calling their customer service but it was always busy especially their Tech Support. I got frustrated because I have been paying my fees at the right time but I get a bad service. I have already stopped my subscription and xferred to Smart Bro which has been working quite well since then.
Always some problems with pinoy internet providers. On and off, slow speed and whatever problems there can be. They even call 30kbps for broadband….:)
My latest encounter getting my connection fixed. Called on tuesday morning Aug 10th 2010 reported no dsl signal, the call center employee apologized and told me their tech’s would fix the problem as soon as possible.
Called Wed morning asked them when their tech’s were gonna start working on my connection, The call center employee said a tech would come to my house sometime today Aug 11th. Waited all day no tech showed up.
Called the 211 tech support call center Thursday morning and told them no one came on wed, the call center employee apologized and said i would now have to wait 12 days for another on site visit.I informed the call center employee that i would cancel my account before i wait a total of 16 days for someone from globeline to start working on my connection and that’s dependent on if they even show up this time as scheduled.
Decided to stop wasting my time with the Globeline technical support hot line and went down to the local office at 1pm. Talked to a rep about the problem and he made a phone call and told me a tech would come to my house. A repair team showed up about 4pm and checked the telephone pole outside and there was no signal which means the problem was between that pole and the facility box. The tech informed me that they didn’t have a key to open the box so they would tell some other tech’s to check the box on Friday.
Woke up Friday morning and my connection has been finally fixed.
To recap
Tues – no attempt to fix my connection
Wed – no attempt to fix my connection and a no show on the on-site visit.
Thurday – Repair crew shows up at 4pm not prepared or equipped to fix a internet connection.
Friday – Connection restored at around 9am.
It took Globelines 4 days to fix a internet connection that could have been fixed in 15 minutes. I had to call numerous times which were a total waste of my time and had to go down to the local office in person to get them to start working on the problem.
As a customer paying for a service i find this level of service unacceptable and globelines needs major improvement in the way they service their existing accounts.
1. I don’t need a call center employee to tell me their tech’s will fix the reported problem when in fact no one is working on it.
2. When a on-site visit is scheduled it would be nice if someone showed up.
3. Reporting a no show from Globelines on-site visit the next day and informed that since the tech
did not show up i now have to wait another 12 days for the next available tech is just retarded.
4. When a repair crew goes to fix a connection problem they should be prepared and equipped such as having a key to open a box.
5. Globelines need to staff their tech support call center with people who are able to do more than and generate reports, they should beable to make a phone call and resolve problems instead of saying sorry our tech didn’t show up but now you have to wait 12 more days for the next available tech.
6. I should not have to call numerous times to coordinate the repair efforts on my connection, I should not have to make a on-site visit to the local Globelines office in order to get a 15 minute repair job done. If i had not done these things Globelines technical support hot line employee’s would have me waiting an additional 12 days on top of the 4 days i had already waited for another on-site visit that they may not show up for again.
I would hope who ever is in charge at Globelines takes the time to improve the response to reported problems someday as the process that Globelines currently employs appears dysfunctional and broken in it’s current state.
Update…
Thought it was fixed on friday morning but turns out even tho i can now connect to the internet i am getting around 30% of the speed i am supposed to get. My 3mb dsl connection wont speed test faster than 0.7 – 0.8.
When i first got it hooked up i speed tested the line and got 3.2 to 3.4.
Called Globelines about it and was informed of a area wide network problem and was told the internet was down in my area. I informed them that i could connect but it was less than 1mb download speed.
They said a tech would look into it, Saturday afternoon a tech shows up and tries a different modem which made no difference and then left. While he was here he said there was a major upgrade going on somewhere.
Getting problems now where i can’t connect to most sites like google, yahoo, etc…Still
connecting to some sites tho.
Sunday morning, can’t connect to most sites altho i can connect to some.
Called repair people again. They said they will try and send someone out later today.
Sunday afternoon and i can connect to most sites but still only getting 30% of the speed.
To recap…
First report problems to Globelines on Tuesday Aug 10, 2010 its now Sunday Aug 15th and still not fixed.
Globelines has alot of excuses but i really can’t understand why a major telecom like Globelines needs weeks to fix a internet connection.
Everything I read here looks as if I could have written myself. I mean same problems, same BS excuses from Globe.
Basiclly Filipinos need to become more demanding and either put these moronic ISP out of business or force them to change.
I even tried Smart WIFI in my home some time back. It never did work and eventually found out that Smart stopped offering the service because it would not work. And guess what? The idiots at Smart are STILL sending monthly bills for a service that does not work and one they no longer even offer! How stupid is that?
If these people have a brain at all, I’d be willing to bet they are sitting on it!
Best thing to do is get satellite internet from a company OUTSIDE OF THE PHILIPPINES. One where idiots here in the PI have no control over or ability to handle and screw up service!!!