Globe Telecom
Reviews and Complaints

I am subscribed to Globe Telecom's Php 2899.00 plan. In their website, this includes unlimited internet connection at a speed of 100 mbps, and a landline connection that includes unlimited calls to other globe mobile/landline numbers. Last October 2020, I was charged Php 4, 233.00 despite not having made non-Globe calls. I called their customer service representative and they admitted a system error. They told me it will be corrected. After a month, I was still charged the same amount, so I went to the Globe center in the mall. I spoke to a customer service representative, who told me that Globe indeed did not correct its mistake and overcharged me again. So, with his help, I only paid my regular monthly amount and he took out the overcharged amount telling me that it will not happen again. This January 2021, I was overcharged an extra P 600.00 again. Since Globe cut costs and lessened their phone customer representatives in the guise of digitizing everything, I had to go to their office to resolve my complaint but having had no chance to do so because of lockdown and other pandemic constraints, I have not been able to go. Today, I received the following message:

You still have an overdue balance of P405.54 for your Globe At Home plan with account no. [protected]. A fee of P50 may be charged to your monthly bill for late payment. To avoid penalties and deactivation, please pay your bills on time.

This, after not incurring the amount stipulated. Also my current statement of account's due date is still on March 16. Today is only the 4th of March.

I am a busy mom of 6 children. Globe has placed unnecessary difficulties and obstacles in tbe way they handle their billing. Their quality is also very bad. Our internet speed fluctuates at different times of the day. I am so fed up with them but I am left with no choice as I made the mistake of signing a 2-year contract with them.

Bayantel landline [protected] has no dial tone for one month already, we went to Globe office in alimall few weeks ago and they said they will dispatch a repairman the ff day. It's been weeks and still no repair came.
Account name Cubao Metal Supply Co Ltd
Account number [protected]
And pls enroll my account and send my billing statement to my email at
[protected]@gmail.com

My problem happened last jan. 11, 2021.nagpa cash in po ako ng 3900 php then i received a message stated that the money was already credited into my account then i checked it on my gcash hindi sya nacredit, walang laman. Nag email ako sakanila to complain kasi when i checked my transaction history may record na pumasok ang pera pero walang nagrereflect o laman ang gcash ko. They emailed me, told me na i need to coordinate with the sender kasi nag reversed back daw yung money kay senders wallet. I talked to the sender, sabi nila walang reversed back na nangyari kasi sa transaction history nila nasend na nila yung pera sa gcash ko. Kaya nag email ako ulit ako sa gcash sabi ng agent ask for proof ng transaction history ng sender, nagbigay naman sila from dec 30 to jan 29, 2021 binigay nila kahit jan 11 naman nangyari yung incident. And malinaw duon na walang reversed back. And lahat ng agents na nakakausap ko sinasabi na mag failed ang transaction kasi wala sa system nyo yung reference number ng transaction ko at ni sender. Binigay ko na yung proof na hinihingi nyo na wala sa sender ang money kasi walang reversed back na nangyari. Paulit ulit lang kayo ng sinasabi parang hindi nyo iniintindi yung complain ko, ang layo ng sagot at paulit ulit pang ng sagot ang agent. So parang lumalabas hindi ko na makukuha pera ko? Pinaghirapan ko ho yung pera na yun at alam nyong pandemic ngayon kaya sana do immediate action regarding this matter. I attached here the transaction history of the sender and my transaction history too.

nowadays changing the rebates to load2win is stupid.. giving vouchers are great but having this unresponsive website at all? better give back the rebate system much more better for us

Date of Incident: December 16, 2020 until today, January 7, 2021
Reference Number: [protected]

Incident Escalation:
- I ordered an IPhone 12 for delivery last December 16. Agent called me to verify. I told him to use my Caloocan address. He didn't follow. Instead, he delivered it to BGC last December 22 and was returned to sender. Now, it's been 3 weeks and I still don't have my phone. They don't provide clear updates nor instructions.

I have been following up from various channels - 211, FB Chat and Twitter. Agents are rude, kept on sending me canned responses and not tackling the issue head on. They can't provide me a CLEAR answer to my concern.

Globe telecoms gocallidd 99,

I am calling australia, for this gocallidd today 12/30/2020 starting at 14:30 pm. The service is very poor, it keeps on being cut. Every time I get to talk to a customer rep, it gets cut, so I have to dial up again and again. I paid p99 to get this service but it is very disappointing, I was not able to do the transaction due to poor service

Hi, your number is not working and your chat bot does not provide options as well. we live in the same address, just different units. please contact me asap. it will affect our work greatly as both me and my sister are working from home. a schedule would be nice and also a customer service representative to talk to. i havent had issues since installation last April. hope this goes smoothly as well.

My prepaid load of my phone num [protected] is always lost
And I notice
The charges of per minutes call are more than the price as per ntc requires
Which is less than a peso per minute of call

Hi,

Good day!

You are receiving this email as today marks my 4th day of having no internet connection. I contacted you on facebook and confirmed there will be a technician nov 21 with work order number 125114098. I received a notification today that you guys do not have an available technician tomorrow. I have shifted to work from home and also have online classes for my law school. I cannot be without an internet connection. I need your help to get this fixed the soonest possible time otherwise I may have to look for a different internet service provider immediately as I do not have any contract agreement with you guys anymore. Please refer to my account details below.

Account details
Account Name: Dayle Manlod
Account number : [protected]
Contact number : [protected]

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