Globe Telecom
Reviews and Complaints

Initially the installation was scheduled last feb 19, 2016, but I did not received any information about the status why the installation did not take place. A globe representative called me yesterday (feb 20, 2016) after emailing globe abo6t my conern. She said that it will be rescheduled for today (feb 21, 2016) and she also added that I will be the priority for today's installation. Again, I waited for all day and did not receive any information why the installer did not arrived.

I called the customer support for follow up and they told me that in the record it is scheduled on march 1.

First of all, why did they schedule it on March 1 without asking me?
They are messing up with my schedule since feb 19, and today!

Why the installer did not came today as mentioned from the call? (I believe there's a call record and you check it). They should have told me through call, email or text message if it is cancelled or reshceduled again so I should not have been waiting all day!

I am really really upset with the service!

I have recently purchased a Hauwai mobile wifi model E5330 with a globe prepaid sim([protected]) on a GOTSCOMBODD70 PLAN.It worked fine for 2 days and then was choked by globe.I know this because I have another sim ([protected])from globe which is giving me 5 bars 3 g on my phone and when I put the other sim in my phone it is 1 bar 3g.I try chatline The first asks who I am.Where did I get it.The modem etc then transfers me to tech man who asks same questions as well as more in depth like full name What sort of modem.Where did you get ot and various other useless questions when clearly it is choked or modem is stuffed.Then he says the last person transferred to the wrong place and that he was home tech and he would transfer me.What a load of garbage as far as help goes it is pathetic.Just keep them on line till they give up is the go with globe What a joke calling it a help line.Just un-choke the thing Ken Rickards

Globe telecom has been my WiFi for a while now and I have plan P1599 which supposedly should give me "up to 5 MBPS" and 10 GB usage per day and guess what? I receive .5 Mbps (500 KBPS) for every single day. And I pay for something that I do not receive and that just make me disappointed . The WiFi also crashes a lot and I really hope they "fix it" and not just say excuses and do nothing. I want to request a refund if i can but I couldn't because Globe is the only internet provider in my area (I think).

Your people doesn't help us. they don't provide the right resolution. they hang us on the line for a long period of time. they are rude and also they disconnect are landline for us not able to call them incompetent personnel.
They also want us to pay extra for the service we already paying for! for us to be able to use it. How greedy they are.

I am a foreigner and visited the Globe branch in Festival Mall twice in the past week, both times with service issues and both times i received very poor customer service.

I was kept waiting 30 minutes both times, staff were eating and discussing personal matters and very unhelpful.

My issue was Globe had consumed my load for no reason. I wanted to know why and that it wouldnt happen again!

I really want the staff in this branch talked to and from the reaction of others in this branch, locals, the service is very bad!

The person who gave me poor service was Lyleen Dorado.

I was fuming and the staff at Festival Mall branch, 3rd floor, next to Dell office give this company a very bad image!

hi i have my wife in the town of inanangan in letey i hope the spelling is correct
we pay 1500 paso for 5gig and another account 1500 paso so we have 10gig and every friday saturday sunday the signals so bad i cant video conffrence with my wife monday to wedensday its not bad why is the innanangan tower putting out only a 2 g signal can you please update the band width or fix the tower as since the last storm a few weeks back its been bad i have many friends there that are also having the same issue i have even got a booster and large antena set up to help with this ongoing issue i can get good reception on the phone so why cant we get good internet?

1. began receiving emails from Globe about an account registered to my email address back in late summer, early autumn 2015. Finally contacted someone with Globe (Froilan Romnick B.Echave) who advised me to respond in writing to an email address he gave me. I did so. This was on October 9, 2015. (transcription ticket no. [protected]).

2. That seemed to take care of it. Now, I have received an email (Jan 28 2016), indicating that (a) I owe +$4, 000. in delinquent payments and (b) they will contact credit orgs. to note my delinquency.

3. How can I be delinquent in payments for a product/service I never purchased? I have learned that the company is located in the Phillippines. Well, guess what: I live in the US, have never been to Asia, and am not even Filipina by birth/descent/marriage.

Resolution: Find out who the real customer is, apologize for the harassment, and leave me alone!

Account number: [protected], Tel No: [protected]. We recently activated your broadband w/ landline service. Prior to applying, we specifically asked your sales rep if the area code is 02, your rep said it will be the same as your local area. Since we are located in the boundary of San Pedro and Muntinlupa, we are still part of the 02 area code. But when the line got activated, the number assigned to us has 049 area code. I immediately called cx service, and the rep told me that since our address is already in Laguna, area code will be 049. How could that be because all of my neighbors have 02 number.? I have to pay 7.50 every time I call my neighbor or our guard if there is an emergency. Their answer was because PLDT has different line assignments that is why they have 02 area code. WTF! If they could have provided me that information in the first place, I would have not pushed through with the application. That is the main reason we applied because we need a landline. All we wanted is a 02 area code. So your cx service said they cannot change the number, then I said I will disconnect. Your rep named Donna Velasquez in the retention department gave me this BS requirement that I have to present a valid ID to your nearest Globe office, nominate an MPIN then callback the disconnection hotline again. Is this your way of charging your cx's 1 billing cycle first before cutting off the service? The service is of no use to us.

Our internet access has been deactivated for almost two weeks now.

Since last week, I have been informing your customer representatives about the matter but was not able to receive a good service.

December of 2015, we were scheduled for a migration from WIMAX to LTE connection. However, not a single technician has visited our location.

January 14, 2015, the internet connection has already been deactivated. That prompted me to call one of your customer representative and was told that they will follow up the matter from the technicians. I again called since there still no internet connection. I, then, was informed that the migration was cancelled, unfortunately, it affected our internet connection. They again told me that they will make a follow-up from the technicians about it. Still there is no action about it. I then chatted with one of your representative, and was given an job order number and was told that there will be a site visit on January 22, 2015, however, no one conducted a site visit.

January 24, I again contacted one of your representative through chat. She said she will conduct a follow-up, BUT STILL, THERE IS NO ACTION FROM YOUR TECHNICIANS.

January 25, my mother visited GLOBE TELECOM, SM-BAGUIO. She was told that the technicians will visit today, January 26, 2015. HOWEVER, AGAIN, NO ONE WENT TO OUR HOUSE TO CHECK OUR INTERNET CONNECTION.

My father and I have not called at home due to this incident. Also, the projects and assignments of my siblings could have been done at home instead of going to the internet shop if only my concern has been given an immediate action.

WHAT THE HELL IS GOING ON? Is it because we are just paying 899 per month to deserve such service? I HOPE NOT.

PS. WE HAVE ALREADY PAID OUR DUE FOR THE PAST MONTH BEFORE DUE DATE.

I have three complaints: 1. Your stupid and lack luster staff over at Globe Telecom at SM City Cebu gave false information about the promo period of your myLifestyle Plan 1799. So when recontracting, the customer service representative told me that I had no choice but to get the regular plan because I didn't make it to your promo period and the plans are usually program generated. 2. This is still related to my first complain. I chose to terminate and pay the pay-off fee for my current plan in favor of the new plan for an iPhone 6S plan 1799. Thus I called their recontracting department (January 3, 2016) as I was told to do so(I let go of the issue on my first complain since I'm usually a very civil person). They told me that I could pick-up my hand set on January 12, 2016. I called the hotline to ask for the update of my unit but sadly they told me that the delivery of my handset was already cleared and that I had already picked it up (WTF!). Since there had been a mix-up, I had to recontract again and was told (again!) that I could pick it up today (January 20, 2016, one week Globe!). So I called their hotline to ask about the time I can pick it up. Since I'm a person with trust issues and at this point my trust is already a bagillion times lower than my initial trust scale of 3 was already skeptical cuz they were supposed to text me the time of the pick up. When I called the hotline, she told me with a merry voice that my unit will be delivered to the store on the 26th instead of today! Every time I call you for solutions you just blurt out the same god damn thing! Useless 3. This is regarding your myLifestyle plan 1799 with 10gb, etc and still related to my first complain. I looked up your website and saw that your promo was until March 15, 2016... So why the heck did you give me the regular 1799 plan with only 5gb data allocation huh!

Globe number [protected] date [protected] my services to go surf 299 is being cut off and according to my mobile data usage I have only consumed 362mb. We have wifi internet at home and office so I am not sure why is go surf saying that I have consumed it already. I still have like 10 days in my subscription left and sayang yung mga days pa.

I registered for GOSURF299 on mid December 2015. It was supposed to be expired on 15 January 2016. I always checked my internet quota balance. When checked on 27 December 2015, I still have remaining 1, 3GB and the expiry date still 15 January 2016. On 7 January 2016 morning, I received a message saying that my GOSURF will end on today. Noticed that the expiry date now changed to 7 January 2016. Second message received on 7 January 2016 afternoon, it said that my GOSURF has expired. I checked the message later at night after dinner. I tried to check my internet quota balance and received message saying that I have already used up my free data allocation for playing with bundled games. I started to wonder what this meant? I never play any games. I turned off my automatic-updates apps in my phone. I only used my phone to chat and to do video calls sometimes. Fortunately, I was at Greenbelt mall that day so I went directly to the customer care center to file a complain. After waiting for around 20-25 mins queue, it was my time to see the customer service. I told him everything from the beginning and also showed him all the messages I had in my phone. He said he would help to file a case towards this, then he typed in somewhere and gave me my reference number, which is [protected]. I thought customer service in Globe customer care can help me to solve my issue the soonest, but just found out that day that they also needed to file a case to somewhere else. So I guess they are there only for purchasing phones' thingy and phone installments. But I am okay with it (although feeling a bit disappointed) as he promised that my case will be solved the soonest. I also asked him what to do now, can I register another Gosurf package while waiting? He suggested me not to, until this issue is solved. I mentioned that I needed internet connection badly as I am expatriate so needed to be connected with my family in my country. He told me to wait just 24 hrs to get this solved. Okay, I waited. 1 day has passed and no updates. I tried to be patient as I thought maybe they needed more time, so I waited for another 1 day then I called the customer service hotline on 9 January 2016 around 09:30PM. 1st call (9 Jan 09:29PM) - waited for 5 mins but I hung up because needed to get my charger. 2nd call (9 Jan 09:38PM) - waited for 8 mins and finally connected to the operator. For your info, I chose Number 1 when called to Hotline, to choose for English language (not Filipino). The operator talked in Filipino and I mentioned politely that I couldn't understand. Then she talked another 1 sentence then she HUNG UP. (I was a bit angry this time, but still okay). 3rd call (9 Jan 09:49) - waited for 8 mins and when connected, I told her not to hung up again. Her name was Ms Shine (didn't know if this is spelled correctly). I explained my case and gave her my reference number. She said this case was still solving and asked me to wait. I told her that I waited 2 days already and needed this to be fix asap as I needed to use internet. She said she would make this case priority and someone would call me back in 4-5 hrs from now. I even reconfirmed with her by saying, "So you mean someone will call me after midnight today?" and she said yes. (This time I trusted her without knowing that their hotline service closed at 10:00PM). Waited for the whole night until the next day afternoon, no one ever called. So I decided to call them again. 1st call (10 Jan 05:43PM) - waited for around 5 mins and when connected, she talked in Filipino again. And guess what happened after I asked for English operator? She HUNG UP AGAIN! 2nd call (10 Jan 05:49PM) - waited for 5 mins and when connected, I told the operator not to hung up again. I need an English operator/supervisor. She said okay and asked me to wait. When waiting, it is HUNG UP AGAIN! 3rd call (10 Jan 05:57PM) - this time my head was burning and my face was already turned red. I waited for around 10 mins and when connected, I asked to speak directly to the supervisor. When she told me to hold on the phone, I reminded her not to hung up again. And luckily this time, she didn't hung up. She just turned back the music on (the mistletoe song that I started to remember now due to long time waiting for the operators). Unfortunately, she was back with nothing. This operator's name was Gina (Didn't know if I spelled it correctly). She said no supervisor was vacant at this time because all were on a meeting. So I decided to make my follow up with her and gave her all the complete details. Same answer obtained, "This case is still solving. Please wait, mam.". I am really tired of the same answer as if all the operators are robots. They couldn't help at all, just can tell customers to sit nice and wait. I told her that I am going to bring this issue to public because Globe is playing me all around. And you know what her answer is? "Okay mam, I will help you to ESCALATE this problem". I was so shocked, "ESCALATE? You are just about to escalate now? What happened to these past 3 days? My case just sits there and wait?" Then another promise came when she said, "Please wait for 3-4 hrs mam. My supervisor will call you back." I told her that someone yesterday had promised me the same thing but it never happened. And she said "This time I ASSURE you that my supervisor will call you back in 3-4 hrs." When she used the word "assure", I laughed a bit and mentioned that she sounded a bit serious than the one who talked to me yesterday. I said ok again, without knowing that their hotline closed at 10PM. 4th call (10 Jan 11:38PM) - I called back because no one called me back. Unfortunately, THEY ARE CLOSED. What a fool I am? Until now, 11 Jan 11:38AM - my case is not solved yet and I still can't use any internet in my phone. I wanted to register a new package but I am afraid that they will just let go my case and consider that I have accepted the 1st complain. Now I am thinking, maybe they are waiting until 15 January 2016 and they will proudly say that my case is solved now because it is 15 January now and my GOSURF299 is expired today. Is that how they will solve my complain? Globe Telecom has the worst customer service ever! Sorry to say this in public, but it is how it is.

I m writing to complain your service. I have reported my dad roaming number [protected] because it cannot receive sms. I have reported this four times and same answer they are giving me" this was escalated to our resolution group" but no solution until now. That is why i already filed a complaint. Is this the best globe could offer good talker but no solution?

I made a call to globe hotline today december 27, 2015. I was just so curious on why my bill went up from 1600+ last month to 2700+. The guys name brix bandola. I initially asked him if I was signed up to their "paperless bill" and the guy said yes. So I asked him how come I never received any statement of account from them since the day I started having bills? I got my postpaid account last sept 30, 2015 and i've never received any bills. No snail mail, no paperless. And then, they would suddenly cut my line? This is something that I cannot take! I asked the guy a lot of question about my bills, and he was able to help a little bit by adjusting some of the charges which i'm not supposed to be charge. Next, I asked him how did my mrf came up to 2051.78, and he tried to compute everything until I told him it's the lifestyle plan and gadget care plan. He said yes without hesitation. I immediately questioned him on why would they charge me the gadget care plan if I did not renew the said plan? I was informed that the plan is good for one month only and an sms will be sent to me if I still want to continue the said plan. Yes I did receive an sms, but I did not reply on the thread. Meaning, I did not extend or renew my gadget care plan. According to brix, it's automatic that the said plan will be renewed! Woah! That's a woah! How come there's an sms from globe telling me that the gadget care plan stopped and if I want to continue I would just reply to the thread. And the guy answered me "maybe the content is different"! Woah! Just woah! "maybe"? He's not supposed to say that right? Please look into this matter as globe has a lot of hidden charges and everything. If you don't call their hotline you wouldn't know. I have another plan as well with sun but I don't have any problems at all. Looking forward for the update. Thanks! Mel

I applied for your Iphone 6s Postpaid Plan (ref # [protected]) last December 3, Thursday, and three weeks later, it's still far from being accomplished. Since December 4, I have not received any call-out from you. No feedback, no response, no nothing. I called on December 7, Monday (ref # [protected]), to update my request and make it an Iphone 6s Plus, but I never even got a confirmation call similar to the one you conducted in Dec 4. I've done multiple follow ups via call, asking how my application has been coming along. And every time the agent will only say that it's being processed, to keep my lines open, that I will just receive a call. Well I haven't received a call or gotten any feedback since December 4. I'm blind in this VERY LOOOOOOOOOOOOOONG process. Yesterday I asked a friend of mine to follow it up for me (I gave her the ref #). Do you know what she got from the agent? May pending requirements pa daw ako. How could that be? The only thing required from me based on the first call was to email a gov't issued ID. I did that already and got an email notification. So what else is missing? And if I still have pending requirements, why hasn't anyone told me about it? I've called several times before today and I was just advised to wait. You're inconsistent and very inefficient. I can't understand why such service is even available to customers if it would take more than three weeks. Had I known, I would've just gone to one of your branches, or maybe tried Smart's service. This is really frustrating, and sad to say I'm not sure who to blame because like I said, I'm blind. I can't get mad at your Inbound Call Center agents because they're merely a channel for my request. I do not know who is processing it.

November 21, 2015 the legal department sm tunasan branch, muntinlupa city I am writing this letter to bring to your notice an incident upbringing fraud and forgery complain. I am a loyal globe user for a long time, since then as a prepaid user i've come up to a decision to avail a postpaid service at allphones sm tunasan this month of november. I gave all necessary requirements just to be approved and decided to avail a plan 999 postpaid service. Days later, I was informed that my postpaid application has been approved and to have an initial down payment of ₱1300.00 I am after the sim card but not rather the phone. On the 17th day of november, I was called, informed and noticed that the postpaid plan with the inclusion of a mobile phone which is the oppo mirror 5 is now ready to claim and wait for further sim card activation. Three days after I received the mobile phone, november 20, 2015, what threw me off and literally shook my core was a notice from a staff from allphones sm tunisian, alleged and committed me that I need to pay an amounting of ₱2100.00 for my "unknown existing account" in order to activate my availed sim postpaid plan. Surprisingly, someone exploit my identity, forged my signature and unfortunately someone has been approved without my presence to avail an iphone 5s mobile phone with plan 999 at allphones - target mall a couple of months ago. I also never received any billing notice for two months. With the help and with the coordination of the staff of allphones - sm tunasan, they've tracked and simply locate the day and venue of approval which I do not claim any such business. I have decided to return the oppo mirror 5 with plan 999 including (2) two separate sim cards to allphones and to escalate my concern. I am asking and seeking your help with regards to my unfortunate situation since this is the first time that I will have a postpaid plan to your service. I still trust the higher authorities of the company who have built it, to look into the matter, I regret to inform you that I have never had to face such problems in any of my dealing with any telecommunication company. I do anticipate a reply, investigate and expect steps be taken against those responsible and set example for others too. I will set my concern also at legalities taking action with the legal council. Jassem jacob faller ibañez complainant [protected]

Dear Globe, For the first time I am emailing you regarding issues with my mobile plan. My account no. is: [protected]. This issue has been ongoing for almost 2 months now and I would like to get it rectified as soon as possible, please. I recently changed and upgraded my plan to Plan 1799 but it hasn't been activated yet. I will explain all issues I had and currently having with you, so I expect not to repeat myself in case someone from your team calls me. First issue, I called around last week of Aug. and asked for a plan upgrade. The staff (I already forgot his name) processed it and said that I would be receiving a feedback in 5-7 business days. Someone called me a few days after and said that I will be receiving my new gadget next week. I thought all along that he processed an upgrade. But I got confused when the 2nd staff advised me that a new sim will be delivered as well. Then I realized maybe the 1st staff processed a new plan. So I called and talked to another agent who told me that there was no recontracting, no renewal of plan happened on my account. The first staff processed an additional plan. So I cancelled it immediately as I do not want a new phone number, I want my current number and I am just upgrading the plan. I cancelled it and went to Globe in Robinsons Galleria on Sept. 7 or 8. I requested for an increase on my limit and it was granted. After that I called the recontracting department to process a renewal of plan. The staff assisted me and offered me an iPhone6 for different plans. I chose Plan 1799 and the cashout was divided into 24 months so my monthly charge is supposedly P2200. He told me to make an advance payment of P2200 when I receive the gadget. I received my phone on Sept. 11. I paid P2200 as an advance payment so I was expecting not be charged for the plan in the next month. Second issue, I called customer service on Sept. 12 to activate my sim. I spoke to an agent and asked if my plan will be activated immediately. She told me that it will be activated within 24 hours. So I expected to use my new service, new plan within 24 hours. My plan's supposed to be unlimited calls and texts to globe and a 3GB internet data. I already made calls to globe and used almost 2GB as far as I remember then on Sept. 18 my service was disconnected. On Sept. 19 I called to report it and was told that I have a pending balance. All along I thought I was already using my new plan. He then told me that my new plan will only be activated after the cut off which is Oct. 8. No one informed me that I had to wait for the billing period to end and still use my old plan. I thought the billing period will be changed since I already paid the P2200 for my plan in advance. I was told that I CAN USE MY NEW SERVICE WITHIN 24 HOURS AFTER I MADE THE CALL TO ACTIVATE MY SIM, NOT AFTER THE CUT OFF. The staff just reactivated my plan and said that they will be doing an investigation and will give compensation for it. I was told to call back 5 days after Oct. 8 to process the compensation as the bill will only be generated 5 days after the cut off. I went out of town and was only able to make a call on Oct. 19 and asked for an update. Only then they process the compensation request and said that there will be billing adjustments. I also checked if the new plan has been activated and to my surprise, after the cut off, IT'S STILL NOT ACTIVATED. It's still my old plan, 999. That is the third issue! I keep waiting for their call for updates but no one called me. I called back about 2 or 3 weeks ago and asked for another update. Only then I knew that there is still NO result for the investigation, NO adjustments have been made, NO follow ups from whatever department they said they will be contacting, NO feedback regarding the activation of my new plan. YES, it is until now, not yet activated, still on Plan 999! I am working 2 jobs 7 days a week and I go out of town every 2 weeks. I cannot make calls everyday to chase you up! I was expecting for your calls to give me good news but I receive NONE! NOT A SINGLE UPDATE. I am still using my service and thank God you haven't disconnected it yet. BUT I DO NOT WANT TO BE CHARGED UNLESS THIS ISSUE IS RECTIFIED. So this is the last time I will be emailing you about this issue. I want a resolution before the end of November. I want you guys to deduct the P2200 advance payment I made from my balance and waive the remaining as a compensation to the inconvenience and hassle. I ALSO WANT MY 1799 PLAN TO BE ACTIVATED where I can use unlimited texts and calls to globe and a 3GB mobile internet. If you cannot activate that plan then leave it in 999, but do not charge me 1799 for it. If this will not happen before November ends, I will cancel my service and I'M NOT GOING TO PAY ANY SINGLE CENT. Billing has always been an issue with you, why can't you make it right? I guess you don't mind if you lose a customer. I do not want to call you anymore, if there's an update, call me. Again, I am only willing to wait until end of November. Thank you, Justine A.

Exactly two years after Yolanda destroy everything in Leyte we still didn't have internet connection 7 km after Albuera how's that possible? Each time we complain in Ormoc Globe office we always recieve the same answer (maybe next month) and that for two years now. My question is: How many years are we suppose to wait to get back our internet connection? 5? 10? 20? or maybe never? My address is : Wangag Damula an 6542 Albuera Leyte

last wed, Nov 4 at 11:56 am, I loaded 300 and checked my balance to see if it was successful. It showed i had a balance of P312.00 so I registered to globe unli300 which is good for 15days. I got a reply that "hindi ma proseso ang iyong registration. Pls. try again later. Then i immediately checked my load and it showed that i only had P12.00 remaining, meaning my 300 was already debited inspite of the failed registration. Up to this time Nov 6 at 11:09, I still havent been registered or returned back my 300 load! And it seems no one in globe can be contacted!

Please response po kayo sakin as soon as possible naman po. I have a complain. I loaded 375 peso load. I created a promo using *143#, and it was 20 minutes of calls to Globe, unlimited text to all networks and unlimited surfing that is valid for 7 days. Nag reply po ang 8888 ng *Sorry, hindi na proseso ang iyong promo blablabla* And then I tried again. But sabi niya hindi na sapat ang load balance ko. What happened po? Chineck ko po ang balance ko, and it only contains the unlimited texts to all networks for 7 days. Nasan po ang unli data ko at call? Tsk. I loaded this morning po. So mag wa 1 day na sha tom. please sana wag naman pong umabot ng 7 days na sinayang ko lang yung pera ko na hindi ko nagamit yung data ko no? RESPONMSE PO ASAP! THANKS! Eto po globe # ko. [protected]