The Four-eyed Journal

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.

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