Globe 3G may be facing some serious issues this month due to frequent disconnection charges on their 5 Peso per 15 minute rates. Last month, Globe introduced time-based charging on top of the previous kilobyte rates — a pleasant development to loyal Globe subscribers. Problem though is the arbitrary disconnection/reconnection charges.
A friend who’s a long-time Globe subscriber recounted that she got a call from Globe’s Customer Support telling her that her accounts has an outstanding balance of Php4,900+. More than half of these charges are from her mobile internet usage.
She was informed that for a couple of weeks last April, she made several hundred connections to Globe 3G. She explained to the CSR that she tried using Globe 3G but hooking it up to her laptop while staying in the province. However, the connections never really worked because she wouldn’t get any internet to her laptop at all.
It turns out that despite the handset being able to connect to 3G, her laptop was not getting the shared internet connection. This prompted her to disconnect and reconnect multiple times, unknowingly being charged 5 Pesos for each try. All these time, she’s being charged for internet time she never really used.
The Globe Customer Service Rep was helpful enough and told her she can just make a dispute once she gets her next billing. It’s possible other subscribers may be experiencing this as well. My suggestion to Globe would be to not charge any connection that is dropped in less than 30 seconds. Another way is to cap reconnection charges — say if you made 5 connections in 15 minutes, they don’t charge you 5 x 5 Pesos (Php25) but only charge you Php10; or if you reconnected within 90 seconds, it will still be considered as one session and instead of two. I’m sure they can improve on their billing system to resolve this issue.
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SMART has the very same problem. Despite telling all their subscribers that they charge for the continous 30 minutes despite disconnections, a lot of Smart subscribers still get charged another P10 after every reconnection.
I’ve tried it myself. I have two identical Smart Prepaid SIMs and I’ve tried reconnecting within the 30 minute period. One SIM only got charged for the first connection but the other got charged for two connections.
This is not an isolated case. Majority of the Smart subscribers that I know are being charged for every connection.
i have a similar billing problem with my connecting my laptop to my smart 3G.
rather harsh a lesson learned… especially due to the fact that it’s moolah down the drain.
It’s GREED I tell you, GREED.
@jhay
lolz
capitalists? hehehe
@Dusty – that’s a pretty sweeping accusation. I use Smart 3G several times a day (pretty impulsively actually) for surfing, twittering, and photo uploads. Yet my data bill is pretty low because I log in and out during the same 30 minute session. I also have a few Smart prepaid SIMs that I use for data connections with various phones and HSDPA modems. The load goes a long way – again because you can drop in and out of a 30 minute session at a single charge.
Tell you what, next time you *think* you have a charging problem with Smart , contact me through my site (http://jimayson.com – oh and stick around for the articles too) – leave me your prepaid numbers and the time of the incidents and we can run a trace of those transactions so we can see what’s goin’ on.
@Jim
Sure, I’ll do the test again. It’s been months since I tried that and since then I don’t try to reconnect anymore after I get disconnected unless I really have to. Atleast not with the SIM that kept charging me.
I’ll take some shots and send you the results.
P.S. I remember reporting this to Smart Customer Support a few times and I got some pretty inconsistent explanations. Some saying that it should charge only for the 1st connection during the 30 minutes while other times they say that it really charges per connection. Hmmmmm …
People have to file a class action. They’re raking in money but the service is very poor. We can do this together.
Yes this is very much true becoz I experience the same problem. On their wap site it stated there that “10 pesos for 30min running time regardless of the number of connection”. But the truth behind this is there’s inconsistency on how they are charging us (both networks)unfortunately. I also tried to use another SIM from SMART but shows now problem at all bcoz its post paid hehehe(can they manipulate any discrepancies easily???hehehehe). As per customercare of SMART its for every connection(playingsafe). hahahaha DTI what do you think. hmmmmmm……
@Jim
hmmmmm… can really help us coz SMART customercare is not that very helpfull! last week Thurday May 1,2008 after 45 mins of very excruciating long talk, I told that gal that its in the newspaper and the promo behind using this internet. Unfortunately they really not helping me instead they advise me that this will be reported to the technical dept and wait for a call. Until now no call.
@atty-in-law : yup, if you think something screwy is happening, send me the mobile number and the approximate time of the incident via email and we’ll do a trace of the call records.
Contact me thru my sites:
http://jimayson.com
http://philmusic.com
@atty-in-law : yup, if you think something screwy is happening, send me the mobile number and the approximate time of the incident via email and we’ll do a trace of the call records.
Contact me thru my site.
@jim
no offense but I don’t just give my number specially to a total stranger just preventing to get SPAM. If you can really help advise them to improve what they are doing. right now I rate them zero out of 10. By-d-way I already called them and give all the details. Better to talk to your guys and check if my concerns are being escalated.
Teka Globe Issue to ah??? My share I have a problem with myGlobe as they say it is, but its not. As much as they would like to be flexible to us subscribers they just made it worst. I watch youtube on my mobile but for every disconnection i am charge for the new one. i can say I am a pioneer of this flexible browsing rates since it was out and experience all you guys have told. Globe also have poor CS and After sales. What if they thing of a unlimited flat rate internet charging for a month in a more attractive price that would fix their billing issues. from the looks of it we all look for convenience here and right now we all are not satisfied.
@dusty & atty@law,
Been using Smart 3G using my prepaid SIM for over a year now and have only had a few occasions where I think I got overcharged. Never had to deal with Customer Support though so I can’t say much on that department.
@yuga & @jim
yuga tolerable charges 4 sure. But when it reaches 5-6k for this service in a month. This is unacceptable!
i remember the “drop call” days… LMAO!
i hope that there is a “special number” in mobile internet connection that offers seconds charging like 232 + mobile # so that we will not be charged with the minutes na hindi natin nagagamit. deym all phil telcos! >=(
Mine or their problem is the Globe broadband:
Been without internet and phone connection five days. I reported it five times. Five times no action.
Their apology is getting hypocritical to my hearing.
Globe should adopt the scheme being used by dial-up internet cards. Instead of tracking the disconnections, why not simply track the time the user have ACTUALLY USED? That is relatively easier coz Globe can track its users based on their SIM card, just what Mozcom and others are using based on the username/password on the internet card. And the billing? Users will be charged from their load in advance. Simple, isn’t it?
3G is expensive and slow . Wifi is free in any coffeeshop.
I think they should really drop the disconnection charges, and just charge P5 for 15 minutes; never mind how many times you have to disconnect/connect.
Dispute, on next billing? Good Luck.
We did that numerous times already and guess what Globe gave us? A 2-digit discount. In other words, Globe still forced us to pay for Internet we did not use, and forced us to pay for an Internet Service that is most of the time below the 2/3 connection ISPs are required to give to their customers.
But what can we do? If we jump to PLDT’s, it is the same thing. And there is no Eastern or Bayantel here in Makati, regardless, people also report the same issues.
So talk about multi-monopoly.
No Consumer Protection Laws
No Anti-Trust Laws
No, nothing, not-a-thing
@Jeffrey
”
Mine or their problem is the Globe broadband:
Been without internet and phone connection five days. I reported it five times. Five times no action.
Their apology is getting hypocritical to my hearing.
”
Haha, I have a list of their apologies and explanations. Example, “nasagi nung isang kasamahan namin ung connection ninyo sa box”, yeah right. Then second time around, “nahugot nung isang tao namin ung connection ninyo sa box, nag-che-check kasi un every week baka may illegal connection”, yeah right again.
they should definitely fix this problem. when i was still with smart, i was never double (or triple) charged for connecting more than once within my 30 minutes of use.
btw, has Globe’s 3G connection gone worse or is it just me?
Serving prepaid mobile data services for GPRS is a real challenge. Using PARLAY or CAMEL helps in terms of billing.
To ALL!!!! As of 6:00 AM Monday May 12, 2008 from may last checkdown and balance ionquiry ni Globe. And there is a big screw up on my billing the breakdown of my consumption and the total charges did not tally for 1Kplus. madaya talaga Globe. Di reliable ang billing… I am making now a formal complaint coz Globe is not willing to help.
since many Smart subscribers have spoken (even if this post is really meant for Globe 3G), all i can say is.. i have never been overcharged whilst using Smart 3G, GPRS services both on my phone and laptop from d time they offered a flat rate
hi jim
i also agree with you since I have tried to access the internet using my Smart phone and I was charged accordingly. If in case I encounter a questionable charding can I also give you the prepaid number so you could help me out? btw, do you know anyone from smart? since i can see that you’re capable of tracing the call records : ) Just a quesion. Thanks : )
I just want to file a complaint against globe telecoms for my charges on my postpaid phone bill . I dont know who I can approach to help me.
My phone line (Mobile Postpaid) has just been activated and after a few days i was billed for about 4 thousand plus because of my internet usage for about less than 2 hours only. I have just used the phone (postpaid line) as my modem in browsing the internet not knowing that they will charge me for this huge amount of 4 thousand.
The customer representative has confirmed to me after browsing the internet that their internet charges will be Php 0.15 per Kilobyte (15 Centavos per KB) not per minute or per hour. I was shocked because I just browsed the internet for less than 2 hours and this is what they billed me. Unrealistic statements given to me by Globe Telecoms which I am not happy about as this is not right. They do not have any standards on charging people in browsing the internet like per hour basis. YOu’ll soon find out that your bill has elapsed your monthly limit which is the plan that you signed for.
It seems like I have a broadband service installed for a month for a 10 based computers. This is more than expensive for me. 2 hours on the internet and billed for 4 thousand pesos? This is a scam!!!
First and foremost, I was not aware that they are charging per kilobyte when you browse the net. Secondly, they did not discuss to me the charges I might incur in using their service when i signed up with them and lastly, I am not an internet business with 10 business computers.
I have tried speaking with their centre several times and I get just 1 answer for my question, “the charges are valid!”
This has not happened to one person only, I knew someone too who was charged for huge amount because of using the postpaid line in surfing the net.
I am willing to pay the said amount but please investigate on this matter as many subscribers might be charged with huge amounts if they are not aware of this.
This charges should be discussed to new postpaid subscribers!
I thought I can set my budget on postpaid lines, I was wrong!
I hope the Senate Committee can also bring this issue up with the Globe personnel.
My monthly billing statement has not yet arrived so I am not able to submit any evidences yet.
I hope you can help me with this.
Hey Taro! Did you get your problem settled yet? I thought maybe we could file a complain on this believe it or not but the charges you incurred is too small with what I just found out.
I went home to our province for the weekend because of the US holidays so friday was pretty much an off day. Since I still had some emails to cover I borrowed my sisters globe tattoo but inserted my postpaid sim card in it. after using it over the weekend and when I inserted my sim back to my phone I found out my line was redirected meaning I could no longer make any calls or send text. I did not bother to check on it until I was driving back top Manila yesterday and while I was on the road I used a Smart cellphone to get in touch with Globe’s customer service hotline. Lo and behold, I found out that my line was temporarily disconnected due to my internet usage over the weekend which amounts to over Php56,000.00. I could not believe it at first and I almost forgot that I was driving but the representative I was talking to told me the exact same thing I was billed on 15 cents per kilobyte usage. I told her it was ridiculous, I could already buy a server and run my own website on that, or run a 10 pc internet cafe for goodness sake. I asked the lady to note that I will be filing a claim against it.
In addition I will be checking if I can get to DTI and file a complain against Globe Telecom for misleading the customer. If I had known I will get charge with that amount I should have just went into an internet cafe and rented.
I have the same experience of how Globe robbed me of my internet surfing charged to my post paid account (plan 800 + 250 only and a credit limit of 3,000.00). I had 3-hour net surfing last May 31, 2009. All I knew i should be charged with the 20.00/hour rate as Globe always offer on bilboards and other promo ads. NEVER that they post a KB browsing default setting. Later on the first week of June,Globe told me I incurred a net surfing fee of P 32,849.36. This is much much higher than my monthly salary. I hope we can be given due justice of this. Very indecent!
I too have the same problem, I am billed for P 16,000 using my postpaid line for web browsing 2 hours only. We need a good assistance here for web browsing billing. Please update the site for solution.
that’s the problem of screwing the customers, it greediness, they are thinking a strategy to earn fast,to win but loss the valuable users, i supposed to use internet on my mobile when i’ll be back there but it’s so disgusting guys, because i used to have a per minute charging here in thailand.
Well, sad to say, thailand has good marketing strategy towards internet than in our country folks.. yucks… greed!!!
If they want to win the costumers,think win win, not win loss
big bully investors think of these:
THINK WIN WIN and both the investors and customers can enjoy, think win loss, or loss win at the same end it is loss loss…
Hi Taro, Elf, Angelita and Rich! How did Globe respond to your concerns? I, too, am in the same boat.
We were having problems with our sky broadband connection since thursday last week so we decided to borrow a friend’s visibility modem and used my postpaid account to connect, confident that it would only cost P5 per 15 mins as advertised. Imagine my suprise this morning when i checked my unbilled charges thru 2312, my internet usage amounted to about 12K+ for a few hours of internet connection over the wkend. It turns out, you have to manually switch settings to Time-based charging, otherwise, the default mode would still be the per kb charging. Now, who in his right mind would still use a per Kb charging if you can browse at P5 per 15mins?!?!
Anyway, I filed a request to reverse charges and bill me on time charging basis. Customer Service has informed me that as of now, the charges remain valid, and they cannot act on it until after my cut-off date as soon as the official billing statement is generated. I am hoping that they will act on it favorably. Pag hindi, mga Putang Ina nila!
Good grief this is a scheme of Globe to rob the customers!
As of this date, Globe still insists I have to pay the KB browsing rate. I kept sending the network of arguments why I should not pay but to no avail. As of August 31, I was disconnected and obliged to pay the monthly service pay (1,050.00) without enjoying any outgoing contact… Masaya kaya ang Globe dito? My subscription still ends October next year, so imagine the monthly collection Globe gets from a lowly paid employee,a consequence of their own mistake (failure to set an option to clients unfavorable to KB browsing rate) which they passed the burden to subscribers. Sana yayaman at gaganda ang buhay ng mga officers ng Globe who have the discretion to decide of a such an anti customer prerogative….