Our problem started some days before the typhoon in Manila(back in May or June)..since then, our connection has been intermittent.
They already sent 4-5 tech teams to our house to “repair” and even gave us a new modem… But it’s still the same -___________-

Right now, it’s stable but I don’t know how long this stability will last, for a couple of hours maybe? It’s been like this, it’ll be stable for some hours or a day then it will break down for a couple of hours too or one whole day. It’s a viscious cycle.

Oh wow, speaking of, I got dc-ed in the middle of typing my comment!

I’m planning to go back to PLDT..

Our problem started some days before the typhoon in Manila(back in May or June)..since then, our connection has been intermittent.
They already sent 4-5 tech teams to our house to “repair” and even gave us a new modem… But it’s still the same -___________-

Right now, it’s stable but I don’t know how long this stability will last, for a couple of hours maybe? It’s been like this, it’ll be stable for some hours or a day then it will break down for a couple of hours too or one whole day.

Oh wow, I got dc-ed in the middle of typing my comment!

I’m planning to go back to PLDT..

no dsl signal, the call center employee apologized and told me their tech’s would fix the problem

as soon as possible.

Called Wed morning asked them when their tech’s were gonna start working on my connection, The

call center employee said a tech would come to my house sometime today Aug 11th. Waited all day no

tech showed up.
Called the 211 tech support call center Thursday morning and told them no one came on wed, the

call center employee apologized and said i would now have to wait 12 days for another on site

visit.I informed the call center employee that i would cancel my account before i wait a total of

16 days for someone from globeline to start working on my connection and that’s dependent on if

they even show up this time as scheduled.

Decided to stop wasting my time with the Globeline technical support hot line and went down to the

local office at 1pm. Talked to a rep about the problem and he made a phone call and told me a tech

would come to my house. A repair team showed up about 4pm and checked the telephone pole outside

and there was no signal which means the problem was between that pole and the facility box. The
tech informed me that they didn’t have a key to open the box so they would tell some other tech’s

to check the box on Friday.
Woke up Friday morning and my connection has been finally fixed.

To recap

Tues – no attempt to fix my connection

Wed – no attempt to fix my connection and a no show on the on-site visit.

Thurday – Repair crew shows up at 4pm not prepared or equipped to fix a internet connection.

Friday – Connection restored at around 9am.

It took Globelines 4 days to fix a internet connection that could have been fixed in 15 minutes. I

had to call numerous times which were a total waste of my time and had to go down to the local

office in person to get them to start working on the problem.
As a customer paying for a service i find this level of service unacceptable and globelines needs

major improvement in the way they service their existing accounts.

1. I don’t need a call center employee to tell me their tech’s will fix the reported problem when

in fact no one is working on it.

2. When a on-site visit is scheduled it would be nice if someone showed up.

3. Reporting a no show from Globelines on-site visit the next day and informed that since the tech
did not show up i now have to wait another 12 days for the next available tech is just retarded.

4. When a repair crew goes to fix a connection problem they should be prepared and equipped such

as having a key to open a box.

5. Globelines need to staff their tech support call center with people who are able to do more

than and generate reports, they should beable to make a phone call and resolve problems instead of

saying sorry our tech didn’t show up but now you have to wait 12 more days for the next available

tech.

6. I should not have to call numerous times to coordinate the repair efforts on my connection, I

should not have to make a on-site visit to the local Globelines office in order to get a 15 minute

repair job done. If i had not done these things Globelines technical support hot line employee’s

would have me waiting an additional 12 days on top of the 4 days i had already waited for another

on-site visit that they may not show up for again.

I would hope who ever is in charge at Globelines takes the time to improve the response to

reported problems someday as the process that Globelines currently employs appears dysfunctional

and broken in it’s current state.

———————————————————————-

Update…

Thought it was fixed on friday morning but turns out even tho i can now connect to the internet i

am getting around 30% of the speed i am supposed to get. My 3mb dsl connection wont speed test

faster than 0.7 – 0.8. When i first got it hooked up i speed tested the line and got 3.2 to 3.4.

Called Globelines about it and was informed of a area wide network problem and was told the

internet was down in my area. I informed them that i could connect but it was less than 1mb

download speed.

They said a tech would look into it, Saturday afternoon a tech shows up and tries a different

modem which made no difference and then left. While he was here he said there was a major upgrade

going on somewhere.
Getting problems now where i can’t connect to most sites like google, yahoo, etc…Still

connecting to some sites tho.

Sunday morning, can’t connect to most sites altho i can connect to some.
Called repair people again. They said they will try and send someone out later today.
Sunday afternoon and i can connect to most sites but still only getting 30% of the speed.

To recap…

First report problems to Globelines on Tuesday Aug 10, 2010 its now Sunday Aug 15th and still not

fixed.

Globelines has alot of excuses but i really can’t understand why a major telecom like Globelines

needs weeks to fix a internet connection.

Doesn’t matter how many times you call customer service, doesn’t matter how many times customer service assures you that their support tech’s will investigate the issues and fix it. Globelines does not have the ability, staff, or equipment to solve their issues. Calling tech support is suppose to connect the customer with tech’s that have some idea what is going on but Globelines tech support is just a call center who’s employee’s have no information other that being able to find out if you account is active or not. The only thing Globelines tech support is capable of doing is filing a report on the problem and then say sorry for the inconvenience a dozen times and tell you their support team is working on the problem and it will be fixed as soon as possible.
Of course this gets kind of stupid after calling almost everyday for a month just to hear the same bullshit every day.

Problems started July 2, Globelines blamed the problem on a facility repair in my area, Calling everyday for 2 weeks and got the same excuse, asked when the facility repair is expected to be completed and they have no idea. Apparently Globelines has no idea how long a facility repair takes.
After 2 weeks the internet worked for 2 days, then same problems, long outages, packet loss, dns problems. Called Globelines support and they blamed it on a facility repair, i asked if this was the same one that started on July 3 and he said no this one started yesterday. I pointed out the facility repair that started 2 weeks ago and the rep started with sorry for the inconvenience crap.
Called again the next day and was informed that i was not part of a facility repair. Internet problems continue for a few days and called again and informed that my problem was due to a system restoration in my area.
Called again a day later and there is not system restoration in my area.
Apparently Globelines just makes up facility repair and system restoration excuses in order to give the customer some reason whey their service has been terrible for weeks and probably will be for weeks more.
Not sure if they are just trying to buy time due to tech shortages but it should not take a internet provider weeks to fix a internet connection and even when it does start working you can bet that it will break again in a day or two leading to weeks of facility repair and system restoration excuses.

Not a week has gone by where I didn’t have to call them for an outage or severe slowdown of their service.

and after a “repair” a few weeks ago, its gone from bad to worse.

Ping from Bacolod to Globe’s very own server in Makati is at 682 ms

So much the difference between press releases and reality!

In my opinion Globelines customer service exists to blame every problem on a on-going system restoration that will never end and to apologize many times over the course of your call and never ever provide any real information.

but theres nothing I can do, since im still lock for few striving months on their connection.

I have not been remiss with my monthly dues. It is always paid on time. I really wonder why it is keeping Globe technicians too long to repair the problem!

The telephone is supposed to be used for keeping in touch with loved ones and friends, associates and all acquaintances or business purposes and also a means to inform what is happening especially in times of crisis and emergencies like the flooding and the like. But in this case, it has not served the purpose.

I am a loyal globe subscriber – both mobile and land line and as I mentioned earlier, I pay my bills on time. So, I deserve good service. Can Globe do something about this? I would like to experience an improved and better service. If this poor service is repeated, I would not hesitate to transfer to another provider.

Moreover, I expect that I should be informed of any promos a loyal subscriber should know but it never happened. Can something be done about this, too?

I see this as a Globe/Innove management problem not the workers. The management seems to be very ineffective and knowledgeable. Guessing they are probably someones relative or cronie. They are certainly not good managers. Maybe thats why they are number two, and maybe number three.

Remember, a slow connection is better than no connection in most cases.

Beware of Globe/Innove Internet Services

This is the status of my Globe 512 Wireless Broadband and has been for over 90% of the last 6 months. This is a business account it is nonfunctional for what it was purchased for. It worked for 2 hours yesterday then died. We have 3 accounts and the others work better than this one, 1 account is up for over 90% of the time. The Globe/Innove Techs say it is in the system and they call it in then it works temporarily and then stops. So if you have a business and need your internet connection I would suggest looking at more reliable providers.

10/2/2009 2:21 PM
WCDMA Only
Wireless Network Information
Network Provider
Network Type LIMITED_SERVICE
RSSI -87 dBm
RSCP -92 dBm
Ec/Io -5 dB
Cell ID Dec:8222 Hex:0x201e
LAC Code 000 000 Dec1:11700 Dec2:45180 Hex:0x2d 0xb4
Modem Information
IMEI 351826010293093
Control and route module software version GLCRP670M1V1.0.1B01
Wireless access module software version GLWAP670M1V1.0.1B01
Hardware version P670M1-2.0
Data Statistics
Connection Status Disconnected
Total Data Recv 0 B
Total Data Sent 0 B

Globe should just ditch their transparent proxies. It’s a pain in the a**.

Globe Telecom announced yesterday the launching of its WiMax service that will enable more Filipinos to connect to the Internet.

“Now, people who previously had little or no options for broadband Internet connection are now able to access the Internet through Globe Broadband, powered by WiMax,” the company said.

WiMax or worldwide interoperability for microwave access, is a standards-based technology designed to enable the deployment of wireless broadband access as a cost-efficient alternative to cable and DSL.

The new technology can cover distances greater than those of other wireless technologies, such as WiFi, CDMA or 3G.

Globe said its network was the first and largest 2.5Ghz WiMax (802.16e) broadband network in Southeast Asia.

The company said its WiMax service, available starting this month, was a high-speed Internet plan that let users surf the Web at speeds of up to 512 kilobits per second for P795 a month.

“We challenge anyone with a competitive wireless subscription to try out our WiMax-backed plans. We are so confident with our service that we challenge you to try out our connection, risk-free,” said Menchi Orlina, head of the Consumer Broadband Business Group.

“Should you be unhappy with the connection within one month from installation, we’ll give you your money back, no questions asked.”

The service is initially available in selected areas in Southern Luzon, Visayas and Mindanao.

http://www.manilastandardtoday.com/?page=business4_mar26_2009

do you have an idea why telcom companies like PLDT and Globe do not offer speeds higher than 3Mbps for residential customers?

do you think they’re afraid that residential customers will just use it for P2P or open internet cafés?

I use the service in the Q.C., Pasig, Cainta, and Pampanga area (yes I get around a lot). They all perform badly. It might be the transition. I noticed that the gateway IP changed in Cainta and Q.C. already, but when I’m in Pampang ait reverts to the old IP.

PLEASE let these be birth pains.

@Mindy Q… is correct 50 gigabits/sec is Globe Telecoms entire Internet bandwidth pipe connecting to the world.

This internet bandwidth you would be surprised are shared by all. That includes your cellphone if you are using 3G to surf the web. Make calls long distance or send international text messages. This is all routed thru the interent via undersea fiber optic cables. Thats why this Telcos are making a killing for those Php 15/txt message.

You could only wish they would provide faster DSL service but thats only wishful thinking.

I hope people realize the inherent limitation of aDSL. Globe’s fixed line service still runs on Copper Wires. The maximum speed you could get from DSL thru copper is still 7 megabits/sec. IF you are lucky to be located near enough from the DSLAM so you could get that speed. But not everyone can get that. Since the last mile rule still applies.

Currently Globe’s fastest residential DSL is just 3 megabits/sec. In my area, my dsl modem can detect the maximum speed my line could handle is up to 2 mb/sec. I have a 1mb connection and it serves me fine. But with todays current standard it still freaking slow. Upgrading to a 2mb or 3mb connection wont actually do me any good, than just pay more money for a slight incremental speed increase.

1. we don’t know if they will ever remove or increase bandwidth caps per user

2. the problem with globe’s dsl connection is in the last mile

3. we don’t know if indeed they will ditch transparent proxy

4. customer service sucks. it just sucks

Globe’s last mile connection doesn’t suck in all areas. Some areas are good, some areas are not too good. But if you can avoid globe dsl, avoid it.

Globe’s bandwidth increase is a welcome improvement since a few ISP piggy back on them (MyDestiny Internet). I do hope that Destiny will also improve it’s bandwidth coming from Globe.

As for provincial areas, like Tacloban, Leyte. You can’t avoid service interruptions. The farther you are from the core network, the more likely there are service interruptions (think fiber-cuts, etc), less moving parts, the better.

On another note, would anyone know PLDT’s total international bandwidth? My business just got migrated to what they call NGN, im pretty satisfied with 3.5mbps that they are giving me. NGN is fast, but i feel it’s more prone to error/disconnection. The reason? well apparently, they are using new facilities, all IP based, and they don’t have inhouse engineers who will troubleshoot the new facilities. Hmmm.