I have been a SmartBro subscriber (using a Motorola Wi-Max indoor device) since 2006 until I requested for disconnection in September 2014. From July to September I had experienced intermittent Internet connection and there were times that I didn’t have any connection at all (read related article here).
I reported the incident to SmartBro call center dozens of times. I even spoke to their higher-ups for them to expedite my request – to restore my internet connection.
My simple request was just to restore my connection, I was pleading for three months. I waited on the queue over the phone just to speak to their incompetent call center agents just to be advised of the very same empathy spiel, “We apologize for the inconvenience.”
Mid-September, a PLDT agent passed by our house and left a literature on PLDT MyHome DSL, a 3-in-1 package that includes Internet connection (PLDT Fibr), landline and cable TV.
“PLDT HOME Fibr Plan – Nothing beats Fibr. The most powerful ultra-fast fiber optic broadband connection in the Philippines!”
Great ad, yeah? Sure a lot of people were wooed by this marketing tool just exactly like what it did to me.
I fill out the form even though it means we’re going to have a second landline (who needs two landline connections these days?), I just really need an internet connection. I can’t always rely on my mobile phone’s data because pages load too slow.
A week later, a PLDT crew arrived at our residence to install the landline and internet connection. I was amazed at the speed of PLDT Fibr, it was fast for both my laptop and desktop including other mobile devices. People at home were surprised with the speed of the wi-fi compared to the data connection they currently rely on.
I thought everything was perfect until just a few days after installation, I suddenly experienced bad connection, wi-fi couldn’t connect and landline was on busy tone. I called the attention of PLDT through their call center and Twitter account. Connection was restored after 4 days. Then here came the billing statement asking me to pay for a service I didn’t enjoy. To add insult to injury, they told me refund will reflect in 2 to 3 billing cycle.
Alright, 4 days with no connection, I could bear with that. Everything worked just fine when after a few days, the connection went busted again. This time, it’s not just for four days. This is still an unresolved issue as of this writing; I still don’t have any internet connection. I just rely on my Globe data connection, which sometime also lets me down.
I transferred to PLDT Fibr hoping that this will bring a reliable internet connection at home. Apparently, I was just led to a ditch where I would need to scramble and stress myself out talking to a PLDT representative over the phone. I am calling them endlessly but I am getting tired. I am getting tired of collecting reference numbers which purpose I don’t understand.
They don’t take action right away, which sucks even more. Two weeks of no internet connection is totally unacceptable if not infuriating. Why can’t a big company that monopolizes internet service in this country solve the issue in a day or two? If I live in a remote area, I would understand. But regardless I’m paying for the service, I should get what I deserve. I’m not asking for a superior or excellent customer service. I just want my connection restored.
Probably I’m barking at the wrong tree. I keep on complaining over the phone talking to their managers, but it’s not their fault. I guess they’re just doing their job. I should be blaming the network that runs the business. You see Smart Communication and PLDT are under the same umbrella. I should have realized that beforehand. PLDTFibr is the best deal in town, or maybe not. Stupid me.