Globe Telecom Customer Service Issues

Subject: Issue with Unlimited Talk and Text - Home Phone Service I recently requested a temporary disconnection for my account #[redacted]62 to address an issue regarding the free bundle of unlimited call handset that came with my subscription. The problem arose when I was not properly informed that the landline service would become chargeable at the end of the subscription period. Consequently, I opted to cancel my subscription. Even after reconnecting my service and agreeing to maintain my 150GB subscription at [redacted]/month while disconnecting the landline, the charges for the landline service persist. I am unable to pay for the landline service as it is not functional for me in my day-to-day use. I have always maintained a good credit history with your company and am a reliable payer, but I cannot justify paying for a service that I do not benefit from. Thank you for your understanding.

I am experiencing issues with my wifi and landline in Lila, Bohol. It has been a month without a technician visiting. There is no wifi connection and no dial tone on the telephone. Despite paying my bills on time and even in advance this month, the services have not been satisfactory. I have raised complaints, but the visits keep getting postponed. I have now accumulated a bill of almost P1600 for September with no active connection. I used to be impressed with the services, but the current situation has left me extremely disappointed. I hope for prompt action to resolve these problems. Thank you for your attention. Elisa C. M., [redacted], Sitio Lam-ao, Poblacion, Lila, Bohol.

My postpaid account keeps getting billed for Netflix, a service I never signed up for. Despite multiple reports, the charges persist as I am unable to access the account to cancel it. I have spoken with hotline representatives, but the problem remains unresolved on my latest bill. I have been waiting for assistance before settling my bills, but my line got disconnected, leaving me no option but to pay. I am feeling increasingly frustrated. I would greatly appreciate your help in resolving this issue. The reference numbers related to my billing concerns are [redacted]67 and [redacted]33.

Two Globe technicians came to upgrade my Globe postpaid plan to fiber without my request. They assured me the monthly fee of 1,[redacted] pesos would remain the same. I paid our bill in advance on August 31, [redacted], to account number [redacted]11. However, on September 19, our internet was cut off due to an unpaid balance of 2,[redacted].32 pesos under a different account number. I am puzzled as to why we were misled about the upgrade and now face extra charges and a service interruption. I demand a refund for the 1,[redacted] pesos paid to [redacted]11, as it was not transferred to the new account without prior notice to our email.

Good day. Our Globe [redacted] fiber plan has been experiencing monthly connection issues. It's unlikely to be an outage because everyone in our alley has the same setup, and we always pay in advance without billing problems. The real issue is the frequent disconnection problem. If this is not resolved within a day, we'll have to disconnect. We work from home, and with four children having online classes, it's frustrating to keep experiencing this. It's fine if it's just me, but it greatly affects my siblings who are doing online classes. Please address this promptly. It can't take another two weeks to fix this. This has happened four times already. If it's not resolved, we'll have to switch to another Wi-Fi network.

I need to file a complaint about a customer service representative in Roxas. Despite providing ample evidence, they refuse to verify me as the owner of a lost sim card. Instead of assisting me, they accused me of being a fraud. I've even given them an affidavit of loss, but they still won't accept that the sim card is mine. I plan on returning with more documents tomorrow to prove my case. It's frustrating that even after showing them messages and notifications from the sim card, they won't help me. Globe's customer service should not tolerate this behavior. I also contacted GCash customer service, and they are asking for the same verification process, which is delaying the transfer of my funds.

I have two homes in San Juan, North Greenhills, and Barangay Addition Hills. Unfortunately, both locations have poor signal reception. Addition Hills gets zero signal inside the house, only one or two bars near the windows. This makes it impossible to make calls or send texts. North Greenhills has slightly better reception outside and on the second floor, but we still rely on internet providers to compensate for the lack of reliable calls and SMS indoors. San Juan is a densely populated area, and I suggest that your company reviews the number of cell sites and towers to better serve the subscribers. Despite trying internal boosters, there is no signal to amplify, which is disappointing. It's frustrating that Globe, a major company, can't provide the same quality service as before. Perhaps placing a tower on our school building in San Juan could improve the service for the community. Many residents may share my dissatisfaction with Globe's service. Thank you. Carlo D. [redacted]5

Subject: Request for Plan Upgrade Dear Customer Service, I am writing to express my disappointment with the poor service we have experienced for nearly a year under Plan [redacted] with a data cap of 150GB. Our online activities, including classes, work, and entertainment at home, now require more internet data. We have been trying to request an upgrade or migration to the Unli Fibr [redacted] plan for unlimited internet access. Despite following all instructions, providing necessary documents, and having no outstanding balance, our requests have not been addressed over the past two weeks. This lack of response is unacceptable. Please prioritize customer requests and take immediate action to upgrade our plan. If this issue persists, we may have to consider terminating our account. Account Details: Account No.: [redacted] Account Name: B. Hallazgo Address: Brgy. Masikap, Liliw, Laguna [redacted] I trust that you will resolve this matter promptly. Thank you for your attention. Sincerely, J.L. Hallazgo

I've noticed that the modem has a red LOS indicator. We've been attempting to arrange an onsite visit, but the customer service team through messenger keeps stating they will reach out within 24 hours or that the schedule has been postponed due to a network outage. Since October 16, we've been without a connection. The network problem has been fixed since then, as our neighbors have had their connections restored. It's possible our connection got switched to a different line, and that might be why our modem isn't working properly.

It's been ten days without internet since October 16, [redacted], and we're still experiencing a red LOS indicator on the modem, indicating a loss of signal. We've reached out to customer service via messenger, but have been told varying reasons for the delay in scheduling an onsite visit. One representative mentioned an ongoing network outage, while another said the issue was resolved and our neighbors already have their connection. Our concern is that our connection may have been transferred to a different line, making our modem incompatible. Despite a previous technical team visit on October 17, [redacted], we're still without internet. We urgently need a resolution as we rely on our connection for work from home and online classes. We hope for a prompt response and a scheduled onsite visit today to address this issue. Our reference numbers are: work order from Globe at Home messenger [redacted]24, interaction with live agent [redacted]89, and reference number [redacted]96. Please reach out to us directly to provide the necessary assistance.

It has been 10 days since we lost our internet connection. Since October 16, [redacted], the modem's LOS indicator has been red. We have been attempting to schedule an onsite visit, but the customer service representative on Messenger keeps promising to contact us within 24 hours or citing delays due to network outages. However, another representative informed us that the network issue has been resolved, and our neighbors have their connections back. It's possible our connection was transferred to a different line during the technician's visit on October 17, [redacted], and our modem may not be compatible. We urgently need the internet for work-from-home and online classes. We are currently relying on GOMO's data connection. The reference numbers are: work order from Globe at Home Messenger/Chat with live agent[redacted][redacted][redacted]. We request immediate and direct assistance to schedule an onsite visit today. Please provide us with a schedule.

Hello, I have been experiencing severe connectivity issues with my GLOBE PREPAID HOME WIFI for almost four weeks now. I have consistently loaded credits to my account each week, but the service has not been satisfactory. My address is Tampocon 1, Ayungon, Negros Oriental. I can be reach at [redacted] or [redacted]7. I kindly request an update within 24 hours before I escalate this matter further. Thank you, Aiza

I applied for a phone through my Globe postpaid plan and was informed that delivery would take 2-3 weeks. I confirmed my willingness to wait in a text response to a message from Globe Robinsons Magnolia. However, it has now been over 3 weeks, and I have not received any updates on the phone delivery. I have texted them for updates multiple times but have not received a response. I have also tried calling their hotline, but it is consistently busy. How can I reach them for an update on my phone delivery?

I am really disappointed with the services provided by Globe Telecom. Our account number is [redacted]62. We have been without internet connection since December 1, and it has been over a month now. Despite reaching out to customer service and technicians multiple times, our requests for assistance have been ignored. This lack of connection is especially challenging as we are currently working from home and no alternative interim service has been offered. We are left to manage on our own to make it through this difficult situation. Additionally, we are still being billed for the service despite not having any connection at all. This is completely unacceptable. Globe Telecom, it is crucial that you improve your services immediately.

Hello there, I wanted to inform your office that my recent Netflix bill of P549.00 has been transferred to my PLDT account. Thus, I expected that my account is now settled, and the remaining bill for January [redacted] is for Globe at P599.00. I previously contacted customer service two weeks ago regarding this matter, and it has been recorded. I am awaiting a positive response. Thank you. Regards, Jesusa C.

Hello, I wanted to share an experience I had regarding terminating my wifi account. I initially reported the issue on November 20, [redacted]. When I inquired about the update in January, the Globe store mentioned that it was not terminated, resulting in an additional fee. They assured me they would file another report and reach out. Following their call later that day, I was instructed to submit additional documents and was told they would contact me the following day, Monday. However, I did not receive a call, but instead, they contacted my mother. I reached out to them through their messenger account. Initially, they were responsive, but they stopped replying. I have already provided an alternative contact number after they claimed they tried to call me three times without success.

Hello, I am Charlyn B. Villarubia from Labo Aloran, Misamis Occidental. I have been experiencing a lack of internet connection from Globe at Home since January 15, [redacted]. I reported the issue and was informed that the problem lies in the box connecting to the internet on January 18, [redacted]. However, there has been no follow-up or progress on resolving the problem. Despite being billed for this month, we have not received satisfactory service. I urgently request the specific date for the internet restoration as we are missing out on online classes. I am unsure how to reach Globe personnel for assistance and require assurance that our concern will be addressed promptly. Please contact me via email with updates. Thank you.

Due to Typhoon Odette last year, the wires and box were damaged. I messaged you on Facebook last month to schedule a technician visit which was initially set for Feb 8. However, the visit did not happen, and you mentioned it was due to some issues. We were assured that action would be taken, but we are still awaiting a resolution as the weekend approaches. Please address our concern promptly and send a technician to fix our internet. We have been Globe Telecom users for 6 years. Account details: [redacted]44, Account Name: Margo Adelantar, Contact Persons: Kenneth & April Adelantar, Location: Landmark at Cogon, Poblacion (near San Miguel Chapel), Liloan, Cebu. Phone: [redacted]3.

I would like to request the cancellation of my Broadband Account # [redacted]65 and Landline Account # [redacted] with immediate effect as I am no longer in the Philippines. Mrs. Rosemary P. has been given full authority to act on my behalf in this matter. Numerous requests have been submitted via the Globe at Home app for service cancellation on February 5th, 8th, and 12th. Correspondingly, my wife, Cefirina M., has also reached out with multiple cancellation requests. I want to emphasize that I will cease all payments to Globe and will involve my attorney if necessary due to the unsatisfactory customer service I have experienced. I firmly oppose continuing any relationship with Globe for internet or telecommunications services. A letter regarding this cancellation has been handed over to a Globe Telom representative in Puerto Princessa Palawan. For further inquiries, please reach out to me at +1-[redacted] (Canada) or via email at [redacted] Sincerely, Darrell Lloyd Monson

Subject: Continued Internet Service Disruption and Lack of Response Dear Globe at Home, I would like to express my frustration regarding the continuous internet service disruption at my residence at [redacted] B Daang Bakal St, Brgy Balite, Montalban, Rizal. Despite reporting the issue since January 22, there has been no update provided by your end, and the problem persists. While my neighbors, also Globe subscribers, enjoy uninterrupted internet access, my connection remains faulty. I have reached out multiple times through email and phone (02 7[redacted]) to no avail. Despite settling my dues promptly, no action has been taken to resolve the issue. I have received a new bill for February but cannot justify payment for a service that has not been provided since January 21. Regrettably, if this matter is not addressed promptly, I will have no choice but to terminate my services with Globe at Home. Sincerely, Zenaida Enriquez