Globe Telecom

We've been using Globe At HOME for almost 10 months now, actually my brother is the one who applied for it but i'm the one paying. I just want to report the thing happened to our last payment. We already paid the service that was not yet delivered to us, my brother received a call that we have to upgrade from 1899 to 2499 he agreed then because he has no choice. He agreed to avail 2499 with a condition that it will only be upgraded when the booster was delivered but how come till now there is no booster no upgrade of the Mbps but the payment we made last September 28 was already upgraded to 2499. Its been a week but still no update on the upgrade of our Internet. Kindly check this is our account number [protected].

I want to complain on CSR's particularly assigned on replying messages. I have a complaint then which offcourse they should attend to, but instead of helping me, they blocked my messages. I am q client for 7 years running 8 who is consistently paying my monthly bills. How can this be solved? I have screenshots of my messages since the time they blocked it. Where should i report this incident? Hope you can help with my concern.

Account number [protected]
Internet connection was lost on September 22, 2020 at around 930 am. The customer service failed its promise to do an onsite visit within 24 hours. I could not escalate the problem anywhere from their site.

The more frustrating thing was the use of the pandemic excuse from their customer service. They were saying that they have limited manpower due to Covid. Globe is one of the biggest companies in the Philippines, and I doubt they could not do any adjustment if they wanted to. For instance, I know a lot of call center agents who were transfered to work from home. They cannot do the same to replace their very limited voice prompt? I am not even given an incident number.

Dear Globe Customer Service,

I am writing again (my previous email to you last June bounced back) to complain about my erroneous billing and the termination of my Globe At Home account [protected].

I had been a Globe broadband subscriber since 2012. For 8 years, I have not been given my money's worth in terms of the service I am getting from Globe and the speed of its home internet.

I have been complaining about your internet speed for years. Last year, I made the mistake of upgrading and renewing my plan to your 10 Mbps unlimited data.

Since last year, I have been constantly complaining to your hotline about the internet speed I am getting from your service. I am paying for a 10 Mbps speed but I am only getting an average daily speed of 2 to 6 Mbps (I have speed test screenshots to prove it). Sometimes it goes down to below 1 Mbps.

When the pandemic began and the shift to work from home started, that is when I felt the worst of your service — intermittent signals, slow speeds, and unreliable internet connection. After enduring hours to call your customer service and after numerous visits from your repairmen, my internet speed is still the same — irregular, slow, and untrustworthy.

This is when I decided I had enough of your service. I requested last June to have my line disconnected, but I did not get any response from you. I am aware of the termination fee but in this case, I am not willing to pay for it as I did not get my fair share of your service.

I paid my last monthly due amounting to P1832.00 last June 6. Since then I have not used my Globe At Home and my line was disconnected last August because of unpaid dues. Yet, recently, I have a total unpaid balance of P6, 089.48 even if my line was already disconnected. You are still charging me even if my line was already disconnected.

I am willing to pay my undue balances during the time that my line is still connected (not the August and September billing). I am also bent on terminating my home internet account or at least retain the landline if that is possible.

I hope someone will call me to settle this issue. If this will not be resolved, I will elevate this case and make a complaint to DTI and NTC.

Thank you,
Joseph Velasquez
Globe At Home AC: [protected]
Globe At Home landline: [protected]

Nakakailang request na kame sainyu mula pa Aug. thru app, pero 1wk na wala pa din sagot. Tinawagan ku kayu, naset ung schedule pero gang ngaun wala pa din pumupunta. Jusko Globe, kayu na lang inaantay namen para makalipat na kame. Gawin nyu naman ng maayos trabaho nyu. Nagbabayad kame on time, di namen deserve ung gantong poor customer service nyu.

I just want to complain and seek help from designated authority about our Internet connection problem with Globe Innove as a service provider. Our internet connection is malfunctioning with on-off connection, (every 15 minutes the connection will cut off then after 15 minutes only then the connection will come back) since August 24. I already reported it for so many times but then the issue has not been resolved for now. We are updated in payment and we are paying 1899 monthly. I also found out that i am not the only one with the same problem, there's also couple of subscribers that have the same issue as me and i guess it's not on our device/wiring alone, there's really something going on with their system.
I hope you could help us out with this matter. Thank you.

Full name: Lean Rico Obal
GCash Mobile No.: [protected]
Bank account no.: [protected]
Bank Name: PNB
Customer Name: UP Law Devt Foundation Inc
Amount sent: Php1000.00
Transaction Date & Time: Aug. 29, 2020 at around 8:20 AM.

No email confirmation sent, no text message sent but account was debited. Unfortunately, I was not able to take a screenshot of the transaction believing that the receipt will be sent to my email outright. What I am asking is only the receipt of such transaction because it is my only proof of the payment I made. However, GCash is not attending to my concern and only ignores my emails and complaints.

I have sent an amount of 1010 on August 26, 2020.I did not receive a text confirmation and the other party did not receive the Money. The amount has been debited real time. I tried to chat the Gcash support, sent an email but nobody attends to this concern and stays unresolved until now. There's nobody I can talk to with the customer service.
I have sent multiple emails to follow up but there was no response.
I want this to be resolved since I need Gcash.
This is not just for me but for other customers as well who are using Gcash.
Please help with this concern.
I've sent the details needed for resolution but it seems like nobody's willing to help.
Reference # for this case is : [protected]

We order an additional line via online store of globe.
It says it also has a freebie as part of their promo.
The device was delivered but has no freebie, so we declined to receive the device.

Now we have called several times
Talked to supervisors and was transferred to dif departments and seems they can't give an update on our concern.

Now the fun part, we have a ticket and was told that they will escalate the issue and until now nothing!

And we received a bill!
A bill on the line that we never ever had.
Not even the device!

Globe, please we are a loyal customer
We have 2 existing plans and we never missed paying our bill.
If you really value us, give us a follow up call!

2 ticket numbers attached ans highlighted in green

I am expecting a solution on following:
-how can we cancel the additional line
-and the bill on it, they should cancel it since we do not have the device

This has been going on for almost a year already! Every month they keep on charging me for netflix that I haven't even subscribed because I dont have an account! Every month I always pay advance but they still keep disconnecting my line and what's frustrating is that all the agents are liars! They always say to wait 24hours for my line but still hasn't! This is so frustrating I have business and I can't even use my line! The agents are rude and unhelpful.

Hi,

My upgrade plan from Plan 1899 to Plan 2499 was processed on August 21.

On August 21 around 9PM, my connection speed got faster. Download speed went from 30+Mbps to 50+Mbps and Upload speed from 7Mbps to 23Mbps.

On August 23, when I checked my connection speed at 4AM, my connection speed went back to my old Plan 1899 which is 30+Mbps download and 10+Mbps upload.

I already sent a direct message to their twitter and facebook but no one is answering back. I already called Globe hotline but was redirected to booking a technician instead of having talked to an agent.

If my connection speed now Plan2499 is the same as my old Plan1899, why would i be paying for the Plan2499 and what happened during August 22 when my internet got faster.

Before they processed my upgrade, I was told that there are no available slots to accomodate my upgrade to Plan2499. I was hoping that this is not a case when they switched your connection to Plan2499 just to close my request and switched back my connection to Plan1899 just like the issue with PLDT.

Please assist.

Thank you,
Aris Sandiego

Got an LOS light on my modem asking to get it fixed was advised to contact support to get it fixed. No one is answering but just automated voice prompt to do some troubleshooting steps. Got an appointment via email but there's no reference number or job order it says that they will gwmet in touch within 24 hrs. No one contacted. Land-line is not working it just works for the first 2 weeks of service but after that I can't make any outgoing calls even that it's part of my plan and I'm paying for it.

GLOBE disconnected my internet service even if my due date is August 26, 2020. When I reached out to Customer Service, you insist that I pay for it. I was not able to WFH for 2 days already because of this. This is aside from previous issues I have with your company.

Previous issues:

Pending technician visit for upgrade - I was informed that a technician will visit for my plan upgrade, this as March 2020 and it's already August 2020!
Request transfer - I transferred to a different address and requested for transfer a week prior to transfer, this is still pending even if I already transferred!
Change of billing address - I requested for this via messenger chat with your representatives that by the way takes forever to respond per single message! Then they will ignore the chat.

Account No: [protected]
Email: cris.[protected]@gmail.com

been trying to get through the forum upon registering no verification is mailed to me,
been trying to chat them on messenger no response years already
Cannot generate a bill that is needed to check about my charges hence no service and I have to pay a huge amount of charge
no way to call them through another service provider will I just wait until it amounts in hundreds of thousand then? very frustrating

they are having trouble also loading my information hence I understand the point but isn't there any leeway on this matter?

July 04, 2020 = ok naman connection namin tapos bigla nagkaroon ng mga matatalim na kidlat hanggang sa mawalan na kami ng connection. I called 211 asap & reported what happened then nagbigay sila job order na pupuntahan daw ng mga technician dumaan ang araw wala dumating, ni updates sa text or tawag wala.
July 11, 2020 = tumawag ulit ako kasi it's been a week still no action, this time ang alibi naman sa report nagkamali daw ng number ko un agent na kausap ko last time, kaya daw di ako makontak nung technical team, paano cla magkamali ay recorded ang usapan, so at d end nagbigay na naman job order this time priority na daw, dumaan ulit un araw wala pa din.
July 15, 2020 = I called 211 again and this time galit na ako kasi panay scheduled visits pero wala nangyayari, nag set na naman ng job order this time mga engineer na daw pupunta, at d end dumaan araw same results nganga pa din... No action from globe, wala sila pagpapahalaga sa mga subscribers nila more than 10 years na kame sa kanila never kame lumipat... Un fb page nila panay automated reply madami na galit sa serbisyo nila...

I have listed problems on an irregular but frequent basis like this going back to march to the globe telecom messenger replies are very seldom and of no help.

Another fine globe day! And still no replies! Home internet account [protected]

Why so slow again why do I have to pay for this nonservice? Why do you not respond to last request?

Reset modem, removed and replaced sim card

I am Pearlie Joy Mait Suarez and I am a subscriber of Globe's Globe at Home Broadband Plan 1899. My account no. is [protected]. We are experiencing lack of internet connection since July 07 (Tuesday) and I have requested for a technician for that and was assured that a technician will be sent on Wednesday (JULY 08). My reference no. for that is [protected]. However, there was no technician since Wednesday, Thursday, Friday, Saturday and Sunday. I keep on calling their customer hotline but my call can't go through until today (MONDAY, JULY 13). It was today that I was informed that my request was not elevated to the proper department so it was as if there was no request filed and this was due to the fault of the customer service representative. And so I filed another request with reference no. [protected]. I was shocked this afternoon that i received a text from Globe saying that they have resolved my problem but actually there was still no technician and we don't have internet connection still! Please help meeeeeee. Globe is very hard to contact. Even in their messenger and facebook page you cant get an answer.

Its been a week now with no internet connection and everyday I call 211 but always machine or bot in the line I need to talk with a live agent, bot can't help especially their apps cause still I have bayan account, I tried to sent an email to [protected]@globe.com. Ph but I don't got any reply, I also tried to contact the globe technician directly but his relpy : "mag papakaraga pa ako nyan sir sayang ng gasolina". Isa lang po ang nakuha ko sa globe walang iba kundi yung bill. Bayan dsl account number [protected]

Installation date july 2, 2020 after an hour something no more net.. We went to the branch and asked help we were provided with a reference number only. We texted the one who installed but no response. Their chat service we cant reply directly they change the setting. To cut this short..Actually last year the same and worst problem encountered.. Hope you can check the branch since we dont have a choice sila lang globe sa lugar namin.. Malapit na pasokan grabe patience namin... Ang galing namin mag bayad mag tip pa tapos seen lang? Grabe naman

I've been paying the same amount monthly, but I get bandwidth drops so often, that I think it's not worth it to keep paying monthly for this poor service. I want to have my internet disconnected, but can't do so because of the so called "contract". But the service is not worth it if it keeps disconnecting or slowing down. If possible, I can get some refunds for the number of days the internet has been down, it would be great.