11 Replies Latest reply on Sep 18, 2018 3:13 PM by Kenneth Chan

    ALL Globe at home Prepaid WiFi units will not connect to certain secure sites yet TATTOO woks just fine. Examples https://www.vets.gov https://sso.unionbank.com/obc/forms/login.fcc   https://www.ebenefits.va.gov https://www/myhealth.va.gov

    kellyb

      I have already been to the store at Robinson’s Tacloban. Initially I was told that there is nothing wrong with my unit.

       

      Here is an update as of today Monday Aug 27th. I took this unit to another globe at home post-paid computer on Saturday 25 August.  I could duplicate exactly the same issues there. It fails on these sites:

       

      https://www.vets.gov https://sso.unionbank.com/obc/forms/login.fcc

       

      https://www.ebenefits.va.gov https://www/myhealth.va.gov

       

      AMPLIFYING INFO If you disconnect the yellow Ethernet cable and use a smart phone connected to this unit then you still cannot can use the sites above. There is a problem with the Globe at home prepaid unit. It works

      fine for email and SOME secure sites but the sites above all time out during TLS handshake.

       

      Unit LTE number 09661254151

      S/N 7CP7S18404007564

      IMEI 8644340317633774

      Full 3 bars of signal strength

       

      I went back to GLOBE this afternoon 27 Aug and sat with Neito at counter 4 for at least 90 minutes maybe more.  The symptoms described above were repeatable on ALL prepaid units right out of the box.  Globe has a substandard product in the market place that either needs recalled or an immediate update / patch issued to rectify this problem.  In 14 days I will take this issue to DTI.  Let’s hope there is a FIX real soon. 

       

      To date no resolution at all. No trouble call. 

      Thanks

       

      Huawei response one of two:

       

      Enquiry: Regarding your internet connection

       

      Thank you for reaching Huawei. We appreciate your curiosity and we are here to assist you.

       

      Since your device can connect to the internet, this is not considered as an internet or connection issue. We suggest calling Globe to check on internet site restrictions.

       

      Once again, we appreciate you writing to Huawei, should you have further enquiries, please do not hesitate to contact us at 1-800-1853-5353 (PLDT SMART / SUN) 1-800-8739-5227 (GLOBE) 0923 – 0990468 (MOBILE).  Our technical support hotline operates from Mondays through Fridays 9:00am to 6:00pm including public holidays. Alternatively, and for further support, please visit our support page at http://consumer.huawei.com/ph/support.

       

      Huawei gives great importance to customer satisfaction therefore, we would like to invite you to participate in our short survey at https://www.surveymonkey.com/r/RFD2JKP.  This will help us improve and continue to strive for customer service excellence.

       

      Thank you so much and have a great day!

       

       

       

      Thank you and best regards,

       

      Karen                

      Huawei Technical Support

       

      Huawei response 2 of 2

      Enquiry: SR220180829013503141- Regarding your internet connection

      Thank you for contacting Huawei.

      We are sorry to hear about the issue you are facing, rest assured we will do our best to assist you.

      Since you have done the troubleshooting with Globe and have been advised that this issue is not a connection problem on their side, you may visit one of our service centers for further inspection and diagnosis of your device.

      You may visit this link https://consumer.huawei.com/ph/support/service-center/ for a Huawei Service Center near you. 
      Please don't forget to bring your proof of purchase prior to visiting your preferred service center.

      Once again, we appreciate you writing to Huawei and thank you for your continued support. Should you have further enquiries, please do not hesitate to contact us at 1-800-853-5353 (PLDT / SMART / SUN) 1-800-8739-5227 (GLOBE) 0923 – 0990468 (MOBILE). Our technical support hotline operates from Mondays through Fridays 9:00am to 9:00pm including public holidays. Alternatively, you may contact us at our support page: http://consumer.huawei.com/ph/support.

      Huawei gives great importance to customer satisfaction therefore, we would like to invite you to participate in our short survey at https://www.surveymonkey.com/r/RFQLRPN. This will help us improve and continue to strive for customer service excellence.

      Have a great day!


      Thank you and best regards,
       
      Jenny
      Huawei Technical Support

       

      So I asked Globe do I go to the Globe store....put in a P50 load in EACH unit and walk over to the support center in the same Robinson's Mall and turn them all in to the service center?

       

      No response from Globe at all.  This appears to be an issue that will have to go to DTI before anyone at Globe cares enough to FIX the problem.