2 Replies Latest reply on Sep 15, 2015 8:25 AM by Arnel S. Bansil

    What do I need to do to get Globe to fix a non-working internet connection they've been promising to fix for three weeks, but have so far only made promises?

    russellcunning

      We got the internet installed on 4th August 2015.  It worked with a few disconnections, much slower than the advertised rate, but it seemed to be working.  Until 19th August when there was a huge downpour.  A typhoon was passing northern Luzon, and here in Calamba City we received torrential rain for three days.  When the rain stopped and the internet was still not working, we phoned Globe.  They promised resolution of our problem by 24th August.

       

      When nothing happened by 2th August we emailed Globe with the Ref. Number and got a standard response that said nothing more than 'we're sorry for your inconvenience'.

       

      This email was followed by several others, all of which received apologies, but contained no information.

       

      We made several more telephone calls, each of which promised resolution within 48 hours, but now three weeks later we have had one visit from a technician (on 9th September 2015) who was sent to upgrade our LTE connection to a DSL connection (which we were initially told was not available at our address, but which the people at Disconnections assured us IS AVAILABLE at our address).  The technician was unable to assist, because DSL is NOT AVAILABLE at our address.  So far not one person we have spoken to at Globe by telephone has told us anything correct or accurate - dare I say, not one has told the truth.

       

      This technician examined our internet connection, but as he didn't have a work order, was unable to fix anything.  He told us that we had two main problems.  Firstly, the modem/router supplied by Globe is faulty, and secondly, whoever set up our internet connection set it to communicate with the wrong cell tower - it is connecting via a tower more than 2 km away, when there is a tower within 500 metres.  This technician was surprised that we have ever had any internet connection.  He advised us to report the modem/router as faulty and request a replacement with an external antenna, as it was required at our address.

       

      We telephoned Globe on 9th September and reported the modem/router as faulty, and were promised that it would be replaced on 10th or 11th September 2015.  It is now 12th September, and yet again, the person on the phone at Globe LIED to us, and NOTHING has happened.

       

      On Monday 13th September 2015 we are proceeding to International Court in London for breach of contract, along with the attendant publicity which I as an international journalist will ensure follows.

       

      What does one need to do to get Globe to actually do more than make hollow promises?  We have threatened legal action, we have refused to pay for any services until we receive a working service, we have been offered fake connections and other inducements to keep us calm, but so far, Globe have done nothing more than talk - and that talk is all false.

        • Re: What do I need to do to get Globe to fix a non-working internet connection they've been promising to fix for three weeks, but have so far only made promises?
          russellcunning

          Further information:

           

           

          1. On 4th August 2015 Globe installed an internet connection at Apt 6 Manolo Apartments, DNE Subd. Barangay 3, Calamba City, Laguna 4027, PHILIIPPINES, for Leonora Delos Santos Cervantes (hereinafter ‘Subscriber’), and
          2. On 22nd August 2015 Subscriber reported that the internet had not been  working for several days following torrential rain, and
          3. Globe sent or caused to be sent an SMS with Ref. No. RPO15090005061 stating, “Your concern will be resolved not later than 08/24/2015”, and
          4. Globe has still not resolved the issue as at 13th September 2015, and
          5. On 25th August 2015 Subscriber’s daughter’s fiancé, Dr Russell Cunning, who holds a Power of Attorney for matters relating to the Globe internet connection, sent an email to talk@globe.com.ph detailing the internet failure and asking specific questions, and
          6. On 25th August 2015 Globe responded with a standard response which did not address any concerns, merely apologizing for our inconvenience, and
          7. On 26th August 2015 Subscriber’s Attorney, Dr Russell Cunning sent another email to talk@globe.com.ph detailing the internet failure and asking specific questions, and
          8. On 26th August 2015 Globe sent or caused to be sent an email, “Please be informed that the case is still open and the checking is ongoing as well. We will have this followed up to expedite this matter. Please keep your lines open for possible feedback. Your reference number is RPO15080005061”, which did not answer any questions, and
          9. On 26th August 2015 Subscriber’s Attorney Dr Russell Cunning, sent another email to talk@globe.com.ph, again asking specific questions, and
          10. On 28th August 2015 Globe sent or caused to be sent an email, “Sorry for that matter. Please be informed that the checking of your globe service is still on process. For this matter, we will just note here that you’re still experiencing disconnections. Please keep your lines open for further feedback.”, and
          11. On 28th August Subscriber’s Attorney, Dr Russell Cunning, sent yet another email to talk@globe.com.ph, asking Globe specifically to, “and explain the steps you have taken, and are taking, to rectify the lack of service”, and
          12. On 29th August Globe sent or caused to be sent an email, again not answering the questions, but merely restating that they were attempting to resolve the situation, and
          13. On 1st September Subscriber again contacted Globe by telephone demanding a resolution to our problem, and
          14. On 1st September 2015 Globe sent or caused to be sent an SMS with Ref. No. RPO15090000040 stating, “Your concern will be resolved not later than 09/02/2015”, and
          15. On 4th September 2015 Subscriber and Subscriber’s Attorney, Dr Russell Cunning again contacted Globe by telephone and informed Globe that as they were seriously in breach of contract, to wit they had failed to provide the service for which we had already paid, and they had failed on numerous occasions to rectify the breach despite numerous offers to send a technician ‘tomorrow’.  The call was switched through to ‘Terminations’ and the operator offered to change our service to DSL with no change-over fee and a free month of connection to make up for our troubles.  She said that a technician would install the DSL within 48 hours.  We noted that the Calamba City office of Globe told us that DSL was not available at our address, however upon checking the operator told us that DSL was in fact available at our address, and
          16. On 4th September 2015 Globe sent or caused to be sent an SMS with Ref. No. CCU15090001125 confirming our conversation, and
          17. The expected technician did not arrive within 24 hours, and
          18. On 5th September 2015 Subscriber’s Attorney, Dr Russell Cunning again telephoned Globe to express further dismay and outrage that yet again Globe had reneged on a promise to remedy this breach of contract, and
          19. On 5th September 2015 Globe sent or caused to be sent an SMS with Ref. No. MAC15090000241 confirming our conversation, and
          20. On 5th September 2015 Globe sent or caused to be sent an SMS with Ref. No. CCU15090001293 confirming our conversation, and
          21. On 9th September 2015 a technician came, four days after promised, whereupon he informed us that DSL is not available at our address and that there was nothing he could do to fix our internet, and
          22. Further, this technician examined our internet connection and noted that the modem/router is faulty, and
          23. Further, this technician expressed surprise that we had ever had any reasonable connection as the modem/router was configured to the wrong tower for our address, being configured for a tower more than 2 km distant while there is a tower within 500 metres, and
          24. Further, this technician told us that we should telephone Globe and report the modem/router as faulty, and
          25. On 9th September 2015 Subscriber’s Attorney, Dr Russell Cunning telephoned to report the modem as faulty, and was informed that a technician would attend our address within 48 hours, i.e. on 10th or 11th September, and
          26. As of 12th September 2015 no technician has come, and nobody from Globe has telephoned, despite our 'lines of communication' being kept open since 22nd August.  Globe have never called - not once.