Improved Globe broadband customer services?

This morning right before I left for school, I was frustrated again to know that my Globe broadband connection is broken. Again.

It was an all too familiar sight, the modem only had 3 LED lights turned on; the power indicator, the ADSL and the port where my PC is connected. One crucial LED was as dead as a doornail, the one labeled “Internet”. True enough, I was could not log in to Gtalk, check my mail, or even ping Google.

The first remedy was to restart the modem and pray to high heavens that one LED light would stay on after the ADSL light had stopped blinking, much to my dismay it did not. So after 3 modem restarts, it was time to prolong the agony by calling up customer service.

It was between 8:30 and nine in the morning that I was greeted by the same music I had become immune to ever since my troubles with Globe broadband became a regular part of my internet life. After some 10 mins of being on hold, a lady greeted me on the other line.

Now that I have a real person to talk to, it was time to start that routine once more. I gave my landline number, my full name, my address and I even answered her questions as if I was reading her mind, (yeah right!): I have checked and double-checked my wired connections, the modem has been restarted twice with 10 minutes in between and still, the connection is not working.

After that routine, I was expecting and have prepared my self to hear that immortal line: “Okay sir, since wala nga po kayong connection. Gagawan ko po ng report ito para sa technical team at wait na lang po kayo ng 24-48 hours para sa restoration ng inyong broadband connection. Meron po ba kayong ibang contact number?”

Surprise, surprise and miracle of all miracles! The nice lady tried to troubleshoot my problem first instead of giving me the abovementioned template of response to customers. She gave instructions on how to check if the modem itself is working using the Command Prompt in Windows and the same thing to check if my LAN card is functioning well.

If had been a non-techie, I’d be impressed and delighted to have with me a customer support representative giving me clear, simple and full instructions on how to troubleshoot my computer. Unfortunately though, these tests proved that there’s nothing wrong on my side, and as always the problem lies on their side. On their connections, on their facilities and, God forbid, their technicians, engineers and CSRs.

So once more, I heard those pre-set lines of promises that my broadband connection would be restored within the next 24-48 hours, or so they say. I smacked my forehead and prepared for the worse. It was another blogging haitus for me I reckoned. With nothing more to say, as I’ve said a lot already in the past, I returned the handset down and went on to my morning routine.

I left the PC and the modem on while I was still around hoping against hope, that the connection would be restored. Strangely enough and much to my delight it did. The LED for the Internet was lighted. The connection was restored in just less than 2 hours!

The tech team was that quick?! Did they have a new equipment that made repair jobs faster?! Or was it just something of divine in nature?

Which ever it was, I was one happy Globe broadband customer. And the last time I felt like this about their services is when they gave us a speed upgrade for free about more than a year ago. Big props and kudos too to that particular lady who was polite, friendly, helpful, and sounded like she knew what she was doing, I wish all the telcos would have CSRs like her. If this were to be so, this country would become a much happier place to get online.

28 Comments

  1. i've had a very bad experience with globe, specifically with their speak and surf. when i tried it, i had good connections for two days. afterwards wala na. i tried talking to their csr pero walang kwenta. wait for 24-48 hours daw kasi their "upgrading" their system. after a week wala pa rin. ganun pa rin yung litanya nila, upgrading daw. WTF!? i had to return the wireless modem since i need a reliable net connection. sobrang bulok pa ng csr nila. they promised to send a technician within 24 hours pero walang dumating. i had to return to their center in park square to report the problem. i waited for two hours sa sobrang haba ng pila. everytime na pumupunta ako dun may nagsosoli ng modem or nagpapaputol ng linya. a day after sinoli ko na yung unit. nag apply na rin ako agad sa smart bro. the following day istall, install agad ang smartbro. nakakatawa kasi a day after i returned my modem to globe, dumating yung "technician" nila. sorry putol na linya ko. sobrang bulok nila. pati csr nila walang alam kahit yung nasa technical department nila. template ang sagot. i'm glad i switched!

    Reply

  2. I have once upset with the Globe broadband service on that same day! But I guess, they are really having bad connections in our area here in Cebu as that CSR told me. The connection will be restored in the afternoon of that day. So, I waited… and it did came up! I guess it's just timing lang siguro when I checked back my pc. So, I'm not still convinced with their service! But got no choice, PLDT mydsl is even worst!

    http://www.writinerary.com

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  3. hahaha!!! huhuhu!!! malapit na akong mabaliw sa mga taga-Globe na yan. sabay pang nag-aberya ang phone at broadband namin. ni hindi ko magawang 2mwag sa customer service nila kc paulit-ulit lang ung spiels nila kaya sayang lang kung mag-celphone call ako. adding insult to the injury na un.

    Reply

  4. Guys,

    I’m fed up with all the on and off connection of my globe broadband as well as my telephone line so i decided to call DTI as I wanted to complain this subscription I have with the Globe. But I was told to call NTC.

    NTC tel is 9213251 /fax to 9244084/9244026 or email to complain@ntc.gov.ph to file a complain letter.

    I guess if we are going to do it in a group or at least send our complains respectively to the NTC then we can be heard of our grievances with the poor service we receive from this telephone companies.

    We should stop this abuse from us consumer and let go from their lock-in contract to look for other company who can satisfy our needs with the telephone and internet connections…

    🙁

    Reply

  5. hmmm, i also have the same problem, i'm a tech rep in a call center (u.s based) the problem is on thier side(globe) they cannot find a way to fix the issue(connection) demn! i cannot even have a 3 hours straight internet connection. always has this connection problem, i'm a new customer and my first impression was, hmmm, this is cool, internet connection got set up real quick, never thought that the problem comes after the connection has been established, i started having this intermittent connection, lagi n lng ako nag rereport ng problem, i know customer service group are just doing thier job, hmmmm,, pero kung sinu man dapat mag ayos ng connection, pls paki ayos!

    ! wooooo grabing putol putol na internet connection! nakakasawa sya, hays, globe, gawan nyo ng paraan to!

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  6. anu ba tong globe broadband na to lagi wlang internet connections

    pag kaylang ko 2loy mag surf sa net para sa homework ko sa net cafe pako gumagawa…

    bulok kac ung globe broadband na 2… amf

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  7. Kaya nga eh.. bwisit tlga ang globe na yan..

    Nung una, aus pa, pero habang tumatgal, bumabagal.. biwist tlga…

    👿 👿 👿 👿

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  8. Pare-pareho tayo ng mga problem. Mas masaklap pa sa akin kasi sabi nila may free Printer, Webcam, and Headset daw nung nag-subscribe ako. More than 2 months na naka-install yung Globe Broadband ko pero wala pa din yung freebies. Tinatawagan ko yung Customer Service nila everyday para i-follow up yung freebies pero palagi na lang sinasabi na "I will send a follow up report to our support team." Ano ba naman yan, 2 months na ako tumatawag! 2 months na kayo nag-papadala ng report sa support team niyo. Hanggang ngayon wala pa din yung freebies. Buti sana kung maganda yung service niyo regarding Internet connections, pero sablay pa din. Walang kwenta.

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  9. HMMP.. NDI NMAN GANYANG ANG NANGYARI SA AKIN EH.. AKO STRAIGHT 3 MONTHS AKO TUMATAWAG SA KANILA PERO ANO.. 5 MONTHS NA KO SA KANILA EH.. HINDI PARIN AKO MAKAPAG STREAM NG MOVIES NG MAAYOS EH… 3MBPS?? PANAY ANG BUFFER?? KAYA NUNG AFTER NUNG 3 MONTHS NAG PA DOWNGRADE NA KO KASI 1MB LANG NAKUKUHA KO SA 3MBPS EH.. MAS NAGING WORST BA NGAYON KASI NGAYON 45Okbps LANG ANG NAKUKUHA KO.. AS IN SUPER PALPAK… KAYA NGAYON I PROMISED MYSELF NA BABALIK NA KO SA DATI KONG ISP KAYSA D2 SA GLOBE BROADBAND NA PUTOL PUTOL.. E-ENGOT – ENGOT ANG MGA TECHNICIAN AT SA TALAGA NMANG NAKARINDING WALANG KATAPUSANG RESTORATION. FIRST DAY KO MAY RESTORATION NA EH!!

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  10. maganda lang ang Globe Visibility nung unang offer sa market, mabilis talaga. kaso benta ng benta ng di naman kaya ng network nila kaya sobrang sobrang bagal talaga. nakakakonek nga ako ng HSDPA pero wala namang internet pag nag browse. kelangan ang connection type ay “gprs only” pero pag gprs naman ay mas mabilis pa ang dial-up na modem! grabe! mabilis ang globe sa gabi pero sa araw na kung kelan working hours ay dun saksakan ng bagal! wots the use neto kung matutulog ka na eh dun pa magkakaron ng matinong connection??? very very poor engineering ang globe at very poor and slow response from customer support as well! and the other comment above was right, customer support personnels were like monkeys and liars too!!! grabe! pasosyal at paarte pa sa subscription eh BAKYA naman ang service!!!

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  11. ou nga pare ang k*k*pal ng mga hinayupak, kakakabit lang nila kahapon sa akin pag alis nila wa pa 30mins wa na connection…… kakabilib

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  12. mga guyz nag kron din me ng problem with globebroadband lging discoonect every 5mins dec4. to dec.17,2008, araw arw na call me s CRS NLA n prepreho lng ang mga sinasabi… then dec 18,2008 2:00am my nbsa me s isang blog n kita me email ng mga bossing ng globe then try kong email ang president nla… u know wat happend.. dec 18.2008 8:30am my tumawag n agad n sbi n pupunta n cla s haus.. then 1pm d2 n cla n ngawa n problem me… then at 6:30pm my dumating ulit n repair man in globe…masyado clang ntaramta s email ko…lolz… so s mga my problem p s globe try nyo din email boss nla mlay u db… wla nmn mwawala kung try db… good luck nlng guyz.. now im happy s connection in globe… =)

    Reply

    1. nu po ba kse ung email add nung ungas na boss nila?

      nakakabadtrip kase ee..

      naku ah! 2weeks na po kaming walang connection!

      ilang beses na rin po kami tumawag ng husband ko.. pero wala pa rin!

      paki send naman po sakin email add nia.. thanx a lot friend..

      Reply

  13. Sorry for the inconvenience.. !! sawang sawa na ako !!! haay !!! poor connection !!!!!

    Admin's note: Comment has been edited to remove profanity.

    Reply

  14. y i don't experience any of those??

    i'm a satisfied costumer since i applied and its about 3months ago..

    hope this wont happen to me..

    +_+

    =D =D =D =D =D =D =D =D =D =D =D =D =D =D =D =D =D =D =D =D =D =D =D =D

    Reply

  15. nako ah!

    wala pala tong globe ee..

    ee halos 2weeks na kaming walang connection!

    wala man lang umaaksyon!!! ano ba naman yan..

    iLAng beses na rin namin itinawag.. parang wala man lang gumagalaw!!!

    nagbabayad kami ng tama!! tapos ganian!!!

    magsarado na nga kau!!!

    anu ba yan pinapauso nio..nakakasawa lang kau!!!

    Reply

  16. baka naman gusto niong aksyonan ung problema namin dito sa GLOBE niO..

    2weeks na kaming walang connectio.. ilang beses ba kaunbg dapat contakin ha para naman mapansin nio ung problema dito na palgi namin sinasabi pero walang gumagalaw?

    anak naman ng…

    nakaka badtrip!!!

    magsarado nalang kau!!!!

    Reply

  17. buset naman tong globe na toh.. parang hindi 1mbps yung signal namen nkakabadtrip ambagal.. woooo!!! ayusin nyo naman globeee!!!!

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  18. kaiinis talaga sa globe.!!! lagi na nga nawawala connection e mag disconnect pa cla ng nd inform ang user!!! pangit mag subscribe sa globebroadband!!

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  19. JOin me and my wife sa RaMb0L niyo with Globe! sa Monday Naka Schedule Kame KabitAn! Oo bUlok nga over the Phone Service NIla!

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  20. WalA lAng Kaming Choice! BuLok na BansA toh! 795 pesos para Sa 512 Kbps! BadTrip Yan Mga toll! InterMMitent PA konnektion! No ChoiCE lang Eh. sA IbANG bANSa hALOs libre na anG High speed Internet! Dito 512 kbps 795 pesos!!! WAaaah! BULok na SYStema! Kaka bitan kame Sa Monday! malamang Hindi Pa MAkapag video CHAt Ang Konnektion pero Ok lang NO choice EH!! Update Ko Kayo MGa toll! Teknician nga pala ako ng mga computer At ISP sa Ibang bansa. TRy Ko lAng tOng Raket nILa.. Wag KO sanANg Isuka after Couple OF Months OR days Noh! Kaso based FroM bloGs Nyo….. whew bahala na si Batmen!

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  21. t*** i**** globe to nakakawalang gana hindi aq makapag online games pero sa smart nakakapag log in aq t****** 6 days na too at napunta pa q ng comp. shop para mg rent t****** walang kwentang globe to..

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  22. i just subcribed to globe wimax and nakita ko lahat ng comment nyo i feel soo sad! kakabitan p lng ako on monday.. what if hindi ko natapos ung 1 year contract ko? how much will I pay and may i know the contact number of their customer service please… thanks a lot guys!

    Reply

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