Globe Telecom
Reviews and Complaints

Hi,

I would like to file a complaint with telco service provider globe telecom philippines. here is how why:

We signed up for this so called internet broadband which runs using a simcard and plug it in a router for it to work. we know that one of the benefits is this one is mobile in which you can bring anywhere you like and still get connected all you need is plug the router to a power source and you will be online.
The problem is this plan the 10mbps plan has a cap of 50gb “per month” and as what you can see in the attached its been only “12 days” and it said it almost consumed the allocated 50gb already. isn’t that ridiculous? there are only 2 mobile phones or 3 at home and all of them are barely using the internet.
As a matter of fact when my wife was still in singapore she barely can even consume her 6gb mobile plan. please help someone look into this or else I will raise this to the ceo or whoever the highest authority is, as this is very very unfair. I am paying for the service and somehow they are trying to take advantage of it. this is daylight robbery! please get back to me at [protected]@yahoo.com on this asap.

Thank you.

Sincerely,

Mike gonzales buhay

Dear Sir or Madam
Can you please explain what is going on with Globe Tattoo here in my area details see below). For more than a week now it is basically unusable. I constantly get the message “Server not found”, regardless of what I am trying to call up. How can the servers of Yahoo, Google, FB etc. not be found?
I did a little test and found that in 30 minutes I received a total of 7.88 MB or 4.38 KB per second (!). That is about as good as with a dial-up modem 15 years ago. And that’s the new normal now. The signal was 4G/HSPA+ (although it varies widely at times). Most of the time I had to hit “Try again” on the “Server not found” screen. Just this morning it took an hour and a half just to load Yahoo Mail. Bottom line: our account is not usable. I respectfully request and expect that you fix this, because we are paying a monthly fee, after all.
Details:
Account name: Marietta Kastler
Account number: [protected]
Location: Brgy Lumutan, Atimonan, Quezon Province (km 181 national highway)

Sincerely
Harald Kastler

ON Jan 23 I called 211 to inquire if it was possible to get a static ip broadband connection.
I was informed that it was possible and would cost an additional P770 /month
I was surprised at the cost but asked them to go ahead and make the change for me.
they said it would take 24-48 hours and I said ok.
3 days later I called again to inform them I still didn't have a static ip
they apologized and said they would "escalate" the request and I would have
it shortly.
It's now Feb 17 and despite about 10 further calls and 10 further and worthless promises to "escalate" the matter, I still have no static ip address

account # [protected]
I would like a static ip address

There's a thief stealing load from my other globe sims.

Background (this isn't the complaint)
The following probably served as the inspiration that turned a programmer into a thief. only a programmer could pull it off.

Last year, starting july 23, globe sent me text messages:
Text 1. that I successfully registered with gamepad, which I did not; then
Text 2. that I successfully subscribed to gamepad, which I did not.
Text 3, on july 26:
Gamepad: shoot and save.. you've been charged php5. (didn't play any game)
Text 4, jul 27. goodness me, same as text 3 above.
Text 5, aug 12. gamepad: pumpkins galore!... charged php5 (again).
Text 6. aug 13. same as text 5.

I can't send a quit or stop message because past experience with globe always ended with load deductions, regardless of how we answer, yes or no, or whatever (this was how it was also with spinner, partner of another telco. no matter how I quit, spinner just kept on deducting from my gcash. that's why I don't load my gcash anymore.)
I went to globe @sm north annex, complained, and I was refunded the gamepad deductions (wow! thanks!).

But:
Nov 18. another text from gamepad: thank you for subscribing to daily vip club.
Nov 29 & dec 25. same text as the nov 18 text.

At least i'm not afraid to stop gd. globe taught me it's safe to stop gd. thanks! appreciated!

The complaint proper

But, there's probably a programmer thief in globe.

This time load deductions are made from my other globe sims every time I surf the net, and this time there is no longer any message to inform me that deductions have been made. same amount, php5 per deduction, which are made non-stop so long I have a balance of more than php5, all in one day, within minutes at that, and there is no trace of whoever is doing it.

Tried using one of the sims on my tattoo wifi device and deductions fired one after the other until load balance was less than php5, then it stopped. didn't even have time to surf the net. didn't have time to subscribe to a surf promo. made pasa load, small amount only, same thing. before I could subscribe to a gs promo, the new load was gone.

The tattoo device, once turned on its already connected to the net, kaya bawas agad, before I can even subscribe to a gs promo. at least with cell phone, if used only for texting, no thieving. it's only when I open data connection that it happens.

Most likely a programmer, imitating the php5 of gamepad. why programmer, only a programmer can pull off a scam like this.

Hey, globe, catch the thief. he's compromising your good name.

I called customer service last January 11 to inquire about my bill because it was not sent to my email yet. I asked how much I my bill was and I was suprised with the amount she told me. I was expecting the amount to be around one thousand seven hundred pesos (1199 + 200 for the phone +299 volume boost) instead it was more than two thousand. I checked the breakdown and I saw that there was this 333.33 pesos for installation fee. I told the agent I was talking that I was not aware of that additional charges since I already paid the amount of 1400 upon installation. I asked her what should I do and she told me that I can file a complaint. So I did, ref # ATW [protected]. she told me it will take 3 to 5 days. January 17, I did a follow up and the agent told me that the agent that handled my complaint filed a wrong report. She filed another report ref # AGP17010000937, I even asked her if she was sure she filed the right one and she answered "yes". January 22, I was suprised to hear that the agent did another wrong report. Another report was made ref # ATW [protected] and AGP [protected] this time two complaints one for the agent that installed my broadband and for the two agents who handled my complaint. January 26 when I called, I was asking for some answers. The agent told me that there was an investigation and I should pay for the installation fee because it is the process. I asked her to provide me the copy of the investigation report but she cant even read what the report says. I talk to the so called supervisor Ralph and he told me that he will make sure that he will expedite and give him until February 3. I called and there was no report, no answers. The agent told me he will file a report to waive the fee after all the troubles I've been through. Today I called customer service again just to get a copy of my statement of account guess what no adjustment, and when I asked what happened to my complaint, the answer was, "I will file a report". And wait for another 6 days.

Hi, This is specifically to a sales agent whom I am communicating through email. her name is Gellyn Oropesa. I applied for a transfer of account from residential to business and she was the one assigned to assist me via email. By the way, the reason why i have to do everything online is because i am 2 hours away from the nearest Globe office. Now, i sent all the documents needed as advised and it's been 35 days since my first contact and now 29 days since she last replied to me. She tried calling at my store phone number and talked to my husband. She is telling my husband that there were incomplete forms and a lot of things but how come she is not replying to my email so I would know exactly what she needs.

I thought upgrading my internet connection from plan 999 which has 2mbps and 2gb per day limit to plan 1199 which has 5mbps was a lot more better. I thought plan 999 was unlimited and the limit is only 2mbps. Now, my internet is running at up to 25kbps. They said the plan was unlimited but it went a lot worst. The limit of plan 1199 is 50gb per month which i found out online because they didnt told me. So #### you globe, after my 2 years contract with you, im done and gonna change my network. SHAME ON YOU. Philippines have one of the expensive and worst internet connection!

This happened a few weeks ago.

I'm subscribed to Plan 1299, yet the net speed is around 35 kbps as the maximum at the moment. A minimum of a hundred kbps can do, instead of 256, but 35 and below is too much. The month isn't at its near end yet for the service to give us a maximum of only 35 kbps.

It's difficult to download with the speed, as well as doing multiple researches for school purposes.

I need the issue fixed (please, as soon as you possibly can), because it has been a hindrance to my studies and to my family's daily browsing. (I wouldn't come here complaining if they'd just leave the net alone with me, really sorry)

Poblacion, Prosperidad, Agusan del Sur
Purok-27, Sulapas Residence
Number: [protected]

I hope you get to read this, and would willingly help us out.

I am currently registered to go sakto unli surfing and still I have very low data connection. It does not refresh at 12:01am and I have to add another 50 pesos just to use my data again. I am just concerned because I paid almost seven hundred pesos just to use my data again. I already submitted a complaint on you r facebook page but still nothings change. Please fix this immediately I need my data.

My name is Mikhail Salinas and I'm an existing Globe Postpaid Plan subscriber. 3 weeks ago (Jan. 16), I ordered 1 unit of Google Chromecast 2 through Globe's online sales website for delivery to my home address (to be received by Rufina Salinas) and my credit card has already been charged by this purchase. I thought the reasonable delivery time is within 3-5 days but until now, I haven’t received the unit yet and haven’t heard of the order since then.

I already made more than 5 calls through Globe's hotline and talked with Mobile, Broadband and Sales Department but they’re all saying that they don’t have an access and keeps on referring me to another department. I already sent an e-mail at least 9 times and sent 11 messages through FB chat but I’ve never received any response. I also went to 2 different Globe stores and still wasn’t able to receive any update yet. They just keep on telling me that they escalated my concern and I should wait for someone to call me within the next 24 to 48 hours but no one did even after a week.

Masyado kayong garapal..ang inaplayan ko 1299 10mbps according sa sinabi ng nag install sakin at ganun din sa nabasa ko sa website nio pero d nagtagal ung 10mbps naging 1mbps nalang...hindi makatarungan yang ginagawa nio nagbabayad kami ng tama ganyan ang binibigay niyong serbisyo..what the #### kurakot kau.! ### ibigay nio ung tamang binabayaran namin!

Anu bang nangyayari sa ino globobo at palagi nlng lag ung net ko ganito n ba ung service nyu? kahit mb na nga lng mahina pa... noon may pa unli2 pa kau pero may capping at mahina parin... hanggang ngaun pati rn ba sa consumable na mb mahina pa rin? nka ka perwesyu sa nilalaro kong online games... anu ba pinag gagawa nyu at parang panay putol2 ung signal connection?
thank you for your kind and consideration..

Im writing this complain letter to let you guys know of what happened and is happening to us. We've have been using your service for 5 long years and this I think is the worst.

We are under plan 1599 and the package includes unlimited call to Globe and TM numbers. This all started January 12. We were trying to call a Globe number when the voice prompt started saying that we are restricted from doing so. Thinking that it'll be resolved by itself after few days, we ignored. Come January 14, we started experiencing flactuating internet connection which later on totally disappeared. Thinking again that it will be resolved by itself, we ignored.

January 16, Monday. With a calm manner, I called your hotline. Your CSR told me that she made report already and a technician will visit and see the site to see what's wrong. Come January 17, a follow up call was made. It was Rico who took my call and said that the case is still open and just wait for the technician to visit us. He gave me an assurance of sending me message that'll serve as your notification if your technicians will push thru or not.

Expecting, my mother cancelled all her transactions that day and waited -all day. Take note. ALL DAY. No technicians showed up, no notification, no UPDATE. And whats worst? Still, no dial tone and no internet connection still.

January 18, Wednesday. Again. A ff up call was made and this time, it was Ligaya who took my concern. This made me furious. She told me that the case was closed because it was already visited and has been solved by your ####in technicians. Why would you close a case without making sure everything's ok? Ok course, I got mad. Ms. Ligaya even taught me how to do basic troubleshooting. (Unplug-plug. Restart etc) I wasn't home that time so I didn't do the basic troubleshooting she was telling me. But what I'm sure is that - Our internet is still down and we still dont have the fckng line.

So I asked Ms. Ligaya to make another report. She gave me another job order number. ([protected]). Again, we were told to wait for you GOOD technicians. A call/text from them will be sent as instructed to me to let us know if they can make it the next day.

I let the next day pass. We waited. Again, nobody came.

Thursday night, I called to talk to one of your supervisors. One of your CSRs gave me another job order nmber (Qyf17010003334). Again, i waited for more than an hour for your supervisor on duty to take my concern - no one took the line. That's past 1am Friday when I finally decided to call it a day. I have work the next day in Ayala at 8am. I live in Antipolo and past 1am, your INCONSIDERATE CSR AND SUPERVISOR didnt take my call.

Friday morning, I called. Gave the control nmber again and this time, it was Jel, not the supervisor, talked to me. Again, same words were told-the technicians will visit you today, blah blah blah. Jel, your CSR even assured me that the issue will done the same day and he gave this false assurance that the technicians will visit that day. Came saturday, - NO TECHNICIANS. Sunday, being furious, I called again and same words were told. The same thing happened Monday.

Tuesday, I would like to commend Alex for giving me updates from time to time to see if your technicians made it to our house.

Last night, bein desparate enough to know what's the progress, i tweeted your customer care and this was the message I got this morning. --- Hi there, Angela. As checked, the case was already closed. Please be advised that a follow-up has been raised for your concern. Kindly keep your lines open for updates regarding the schedule. Thank you.

You are wasting our time. My time. Please do something on this. We have paid our last month's bill just the other day -in full payment, cold cash. And this is what we get. Do something on this. We don't deserve this.

This afternoon, my mother did a follow up on this case and she asked for the name of the technician who was assigned on this case. One of ur CSRs - Jordan Tuazon told her that the technician's surname is Hornilla.

Here is the reference number for the complain my mother had against this technician Hornilla -- ATW17010000801

RRR17010003965 -here's the last reference number we'll have. Believe me, i'll have this line terminated if there's no action done until tomorrow.

We are applied for the plan 1299 which according to them it's 10 mbps plus 100 gb monthly allowance, me and the globe agent himself agreed that it is dsl plan not lte or whatsoever, but they installed to us an lte which my relatives didn't know the distinction between a dsl or an lte, me either. since we have been installed an internet, we have only receive a few amount of data we "never" experienced to have 10 mbps or atleast 9 mbps it's always 0. something mbps. attached here are the tests I conducted via speedtest.net

We are located here at general mariano alvarez, cavite in barangay severino delas alas

Globe! what the #?

Your representative called me several times to convince me to upgrade my internet speed. she was very pushy while I was so tired and restless from a long day at work, so I gave in. I just wanted to sleep so I accepted the offer. I clarified whether the mentioned amount will be what's going to be billed to me every month and got a confirmation and on my next billing, ta-da! the agent was a great #ing liar! none of what she said was true.

To make things worse, just this month of january, our lines are all cut despite having paid in advance. we don't have internet connection nor dial tone and excuses made were "for security purposes on the sinulog festival and miss universe stuff". why are we still not having internet connection and dial tone to this date when the mentioned events are over? and you plan to bill us the exact same recurring amount?! what about a service credit? all you do is #ing say apologies and never ever compensate for your beyond poor service.

You are one of the many things that make this country not progress! you practice corruption by not taking responsibility and making up for your errors! you are stupid!

Please take this as my formal notice of cancellation to my subscription. I won't be paying for anything starting february 2017.

I called the Customer Service to ask for a credit against unreasonable "local charges and games subscriptions". I told the agent that I did not subscribe to anything, and that I just noticed 2 days ago that I had been deducted 5 pesos daily since the 28th of December. I needed to ask for Supervisor, since the agent can't give me any specific answer to my request. I spoke to a supervisor named PAUL ( ID #: 477590), and he was so disrespectful. He raised his voice and didn't even listen to me. I asked him to stop over talking me, and try to understand my frustration. He instead raised his voice and told me to listen to him, whilst I told him that I got his point, and that it's time for him to listen to me. He then told me that they are not robots. I didn't even tell him that he is a Robot, what I just asked is for him to listen, but he refused. I asked if there is another supervisor available, since he is not giving me a resolution, but he lied by saying that he is the only supervisor available. I needed to end the call, for I know that my concern will not be resolved by the misbehaved SUPERVISOR.

Please do some action in order to provide a better Customer Interaction and Service, review our conversation.

Also, kindly check the charges deducted to my account and provide the refund.

Globe Reference #: [protected]
Globe Reference #: [protected]
Globe Reference #: [protected]

DATE/TIME of CALL: Saturday, 21 January 2017 12:17 PM

Even after full payment they deactivated my line services then had my wife cs, call got disconnected, my wife had to call them back then another worst thing is the previous rep she spoke with, made a note that it was a drop call and that she tried to call my number multiple times but there was not even a call initiated that is why my wife had to call again. the second agent who answered my wife's call was able to assist. funny thing, it was after that call only then I received a notification that my service was deactivated. shouldn't the notification sent prior to me finding out my services were deactivated? then on fb messenger, they asked me to pay my unbilled charges, when I did get a notification I did not have any. we just went to sleep and then there goes the unbilled charges and they are asking me to pay?! I have all the screenshots and when I went back at them telling this, I was then advised that the unbilled charges are not final, that charges can only be validated once final bill is in, which is next month. but hey that was not the advice I got previously, they only changed their tone when I said I have all the documents and they are clearly liable, the tone then changed. if there is word more than "worst", that's the best word to describe them!

i have called CS hotline for re-contracting and requested a reservation for iPhone 7 plus 128GB matte black dated November 2017. Every time I call Globe hotline for follow up the CS will say, still no stock available but we replenish every 2-3 weeks..blah! blah! blah! Now, 18th January 2017, I called again for follow up and surprisingly still no available unit and I have confirmed from the CS that GLOBE prioritized new subscriber who will sign up. therefore, I, as a loyalty subscriber for 6 years is not a priority that Globe didn't value and appreciate that I have a good credit standing (paid on time at times advance payment).. this is so frustrating.. :( ! I don't even get any SMS saying that my application for re-contracting is still on-hold due to unavailable phone requested or anything will do...! just send notification!
Nonetheless, I have visited some Globe Stores apparently they have available units but it's not for re-contracting as per them re-contracting is only done through CS hotline and for pick-up to Globe Store.

Complainant: Jennifer Roman
Mobile No.: +63 [protected]
Email: jenny.[protected]@yahoo.com

Prepaid department globe telecom, philippines

Customer service is very awful, I talk to different agent about my issue and was treated badly and disrespectfully,

Call date: january 17, 2017, around 2:00 pm to 7:00 pm

1st agent is jennica (ztm01002) dead air conversation, the agent did not respond to any request of the customer while the call still online.

2nd agent trisha a.k. a. nuki (ztm03392) provided malicious cover up information, the representative informed the customer that no conversation with jennica (ztm01002) the first agent was made, also agent provided incorrect name.

3rd agent king (ztm01326) the supervisor, provided malicious cover up information, the representative informed the customer that no conversation with jennica (ztm01002) the first agent was made, disrespectful in handling the call, the said agent utter the word "hai nku!" while handling the call, provided incorrect information about customer call logs, incompetence in resolving the issue.

Please do some action in order to uplift your customer relation, review our conversation.

Worst customer service experience...

1. Today january 17, 2017 I called your 181 number twice and I was passed on to a hotline customer service representative also twice. The first one, a woman, did not entertain me well and put down the phone. I do not know the woman's name since she did not introduce herself. The second was a male representative whose name is "ron". He also disconnected me. My discontinued conversations with these undisciplined personnel of globe happened today january 17, 2017 between 2:45 to 3:10 in the afternoon.
2. My wife requested for an upgrade of our internet speed the other week. The reference number was qmp17010004292. I called yesterday and learned that it was not attended to. The person I talked to yesterday gave me another reference number pqc17010009814. And today I learned that it was still unattended again. Why is this?
4. Our account number is [protected] under maribelle dimpas miraflores, my wife. We are in davao city. Our address is 586-6 quirino avenue, davao city.

I am enrique miraflores, in behalf of my wife maribelle, we are complaining with your poor service and ill mannered personnel.

We expect that this issue will be given attention by globe management..

Thank you.

Enrique