Globe 24hrs of reconnecting service is taking forever, in which service should not be disconnected!!!

[michelle1206]

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Until now I still don't have a working internet. Reconnection team pomised me that my internet will be up and running within or after 24 hrs. Since March 12, 2014 and until today March 16, 2014 my internet is not yet working.

March 3, 2014 - I had a chat conversation with one of your agent and asked for payment extension, he approved my payment extension and gave me a reference number and I just found out that this reference number is only subject for approval. It is in my chat and call history under my account.

March 7, 2012 - I called again and asked for plan upgrade, the agent I spoke did not mention that I already have a pending disconnection, she just told me that before the plan upgrade I should settle first my balance, which is correct. But she never mentioned that I already have a pending disconnection.

March 12, 2014 - I paid my bill which is 1853.66 but I paid 1854.00 online. I called your customer service to report the payment I made online because I really want to avail the plan upgrade. The agent I spoke to said that there is already a pending disconnection in my account that will take in effect on that same day. She said she will make a report, so that my service won't be disconnected. I asked her twice if my service will be disconnected and she promised me it will not going to happen since I already paid my bill. On that same day at exactly 7:30PM my internet has been disconnected. I called Globe immediatley and they said they will request for reconnection and that I need to wait within or after 24 hrs.

March 13, 2014 - I called again at exactly 8:20PM I asked them why my internet is still not working and one agent transferred me to the reconnection department. This agent told me that there is a system enhancement and she will going to escalate the issue to the support team because it is already passed 24 hrs.

March 14, 2014 - I made another follow-up with reconnection team and they said that the reconnection request I made last March 12, 2014 has not been approved that is why my service is not working. She promised me that she will call me and that she will update me on what happened to the escalation she made. But I haven't receive any call from this agent.

March 15, 2014 - I called at 10:20AM I was asking this agent I spoke to, to transfer my call to the reconnection department, but he said they don't have this team, he also told me that this department is not existing, that it was them who is processing the reconnection and not the reconnection team because there is no such thing. Then he made a report on my pending reconnection issue.

March 15, 2014 - On that same day in the late afternoon I called because I want to know the status of my service, the agent who answered me said he will going to transfer my call to the reconnection department. Then I agreed and spoke to Ms. Rica, she then again processed my request for reconnection and promised me that I will have my internet back and running within the day or 24hrs. since she is from the reconnection team she assured me that my internet will be working on that same day of March 15, 2014. Ms. Rica also mentioned that my request for reconnection has been approved last March 12, 2014 at 8:15PM, in which prior to this call (March 14, 2014) an agent said my request for reconnection has not been approved. I asked Ms. Rica to transfer my call to a department where I can make a complaint regarding this whole and bad experience I had with different agents. I spoke to a customer care agent and I filed a complaint, because in between all these calls I made, there are also different agents who assured me of the time and dates that I will have my internet but none of these happened. I've been hanged up because they can no longer answer my questions the even gave me information that is not true.

March 16, 2014 - At 7:38PM I called again to make another follow-up an agent transferred my call to the reconnection department and spoke to a supervisor. She told me that she will going to directly coordinate my concern to the support group since my request for reconnection is more than 4 days now. She mentioned that once she directly made the follow-up I will have my internet back within the day or 24hrs. I asked her that if it's okay to call back and ask for the status of my service and she said it's okay because reconnection team is until 12mn.

March 16, 2014 - 11:38PM At that same day I called again to follow-up and I was asking this agent of the status of my service and also asked her to transfer my call to the reconnection department but she hang-up. Again, I called and asked another agent who answered me to transfer my call to the reconnection team. The agent I spoke to, in the reconnection department said the calls I made doesn't have a code that will allow the support group to immediately reconnect my service. He gave me this reference number RRQ14030012582. He said once a customerrequested for a reconnection this should not take more than 24 hrs. This usually take 5-6 hrs only. But he said he cannot do anything but to make a follow-up with the support group and put the code and not only what you and the agent talked about. He also said he will going to call me on 17th of March, 2014 at 3PM to relay the status of my service.

--The 24 hrs. of reconnection request is been going on for more than 4 days now. On the 19th of March, 2014 I will have another bill from Globe. Does it mean I need to pay this amount first before they can reconnect my service? And how many days do I need to wait before my service will be reconnected, until another bill comes into my account again?

[abnermillana]

hasula gyud ana nila. that's a horrible experience ts.

[dibax]

pareho rana silingan namo..... smart bro nalang mo...

[slabdans]

mao gyud ni ako experience sauna! pero wrong section lang ni

[MaInEvEnT]

My advice, instead of calling and talking to their call center agents, go to a mall and visit Globe and their customer service center there. That'll help you fix your issues faster.. wa jud nay ayo if sa ilaha ra ka call center.. their agents are useless to be honest...

[raissah]

Hahaha globe sucks! Pero globe lang gihapon ko hantud karon kay gi snobban kos pldt sauna pag adto nako sa ilang office. T_T Unya karon giadto jud kog taga pldt sa balay kay pa availon ko atong ilang ambot unsa to nga plan, wala na ko naminaw, nanglood na ko. Ako na sad nang snob. hehehe

[enimavix]

My sincerest advice. Balhin nalang maam. I had the issue once and never najud ko mo provide og GLOBE as my ISP because fvck everything they svck than all the wretched souls in hell. Same rata og issue but it was back in 2012 paman sad to, 1 week jud me walay internet and naabot nalang ang bagong bill. Then ni ana sila di daw sila ka reconnect kai supposed to be dapat bayaran ang bill. So pag expect nalang jud maam.

[Gisborn]

ma globe or smart internet walay au service. heard a lot of horrifying experiences from relatives and friends about nila. ive been fortunate enough with pldt dsl na for over 10 yrs wala juy labad sa ulo.

[estambae]

My advice, instead of calling and talking to their call center agents, go to a mall and visit Globe and their customer service center there. That'll help you fix your issues faster.. wa jud nay ayo if sa ilaha ra ka call center.. their agents are useless to be honest...

mao ni ako gi buhat pero lahi lang to ako problema, walai internet connection among broadband.

pag-abot nku sa globe (SM) kai gipatawag ra pud ko sa ilang call center agent gamit kanang phone duol sa cashier. 0_o amawa jud aning Globe.

[ngitscarlo09]

mao ning ghadlok kos taga globe sauna nga padad an kog police...ako jud gprangkahan ang ntawag nga mubayad ko kung tarong inyo serbisyo..pero sa 3months nako nga subscription sa inyong service 1 week rko nkagamit og tarong sa inyong net..sige lang og kaputol...unya wa na nanawag