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.