Globe Telecom Customer Service Issues

To Globe Customer Service, I am writing to express my deep disappointment with the recent service I have experienced with Globe. As a loyal customer, I have been a strong advocate for Globe services, until now. I have been dealing with an issue regarding my broadband plan since October [redacted], and after multiple attempts to resolve it, I have yet to see any action taken by Globe. I have made numerous calls to your Customer Care hotline, and I have reference codes for each interaction as follows: Oct 1: Ref RPR[redacted]2 c/o Ryan Paul Oct 12: Ref PQC[redacted]7 c/o Mariel Tamayo Oct 14: Ref (not noted) c/o Alex Nov 21: Ref AGP[redacted]01 and RPR[redacted]8 c/o Ruby Nov 24: Ref FFS[redacted]6 c/o Den Dec 20: Ref PQC[redacted]1 c/o Ann I agreed to an upgrade for fiber offered by a representative named "Kay," with the condition that there would be no change to my plan. However, after the installation, I was informed that my plan had been upgraded to Php [redacted] without my consent. Despite multiple follow-ups and complaints, Globe has failed to address this issue. I have been receiving bills for the higher amount, but I refuse to pay for a service I did not agree to. I am currently on hold with your customer care agent named ANN, waiting to speak to her supervisor. However, I have been on hold for 38 minutes now without any resolution. I urge Globe to address this matter promptly. It is not simply about the cost but about the principle of honoring agreements with customers. I look forward to a swift and satisfactory resolution.

Hello, I had a frustrating experience yesterday, December 18, [redacted], at SM Manila Globe Center. I arrived at 4:45pm and waited for my turn which still has not come even though there were no other customers there. Eventually, I had to ask a customer service representative if my number was still on the waiting list in their database. They informed me that my name had been skipped for an unknown reason and asked me to continue waiting. Unfortunately, I found the employees at the Globe Center to be quite unprofessional. Feeling disappointed, I decided to leave the center around 6pm as I could not wait any longer. I even took a photo as evidence of their poor service. I have sent an email with the photo attached to [redacted] Thank you. Sincerely, A Dissatisfied Globe Customer

Dear Globe, I am writing to express my frustration regarding the ongoing internet issue that has persisted for three weeks. Despite multiple technician visits and promises to escalate the matter, the problem remains unresolved. Initially, the first technician identified an issue with the splitters and promised to return to fix it, but never did. Subsequent technicians failed to address the problem adequately, passing it off to others without providing updates. Customer service agents continuously assured me of escalations and resolutions, yet the problem persists. As a long-standing loyal customer, I am deeply disappointed by the lack of effective resolution and communication from your company. It has been a trying experience being passed around without a definitive solution in sight. I sincerely hope that this message reaches the right channels within Globe to address and rectify the prolonged issue. I seek a prompt and permanent resolution to the recurring internet problem that has inconvenienced me for far too long. Sincerely, A Frustrated and Disappointed Customer

Subject: Issue with Previous BayanTel Account Account No. [redacted]65 In November and December [redacted], Globe/Bayan offered an upgrade for this account, but I requested a transfer instead as BayanTel stated no service was available in the area. With our impending move in January [redacted], I asked for termination twice. I settled my final bill for February [redacted] before leaving. I have been receiving calls recently claiming unpaid bills for March and April [redacted], despite the termination prior to leaving. I visited Globe as advised, but was redirected to online inquiry where the account was shown as invalid. I kindly request a review of the Bayan account and reversal of the charges for March and April [redacted], considering the premises were vacated. I seek clarification if the calls are genuinely from Globe. Thank you for your help. Sincerely, Nilda Lumapak

Dear Sir/Madam, I am writing to address a concern regarding my account, mobile number [redacted]4, and account number [redacted]. I have been a loyal customer of yours for more than 10 years, though the account was initially under my boyfriend's name. I renewed my contract last December [redacted] at the SM Aura branch in Taguig City with the promise of an iPhone Xs at a discounted rate for a two-year period. Upon renewal, I specifically inquired if the phone could be used with an e-sim in Doha, Qatar, where I currently reside for my MBA. Your staff assured me multiple times that the iPhone Xs would work with an e-sim in Doha if I used Vodafone as my provider, while the physical sim would be locked to Globe for two years. However, upon my return to Qatar in January, I discovered that the iPhone Xs was locked and could not be used with an e-sim as promised. I seek resolution for this as the phone is currently unusable in Doha as intended. I trust that we can come to a mutually beneficial agreement on this matter. Thank you for your attention to this issue. Regards, Arence De Los Reyes Doha Number: +[redacted]7

I would like to request clarification regarding the promotional details for pre-orders of the Samsung Galaxy S10 series. According to the materials provided, the promotion runs from Feb. 22 to Mar. 3, [redacted], and I placed my order on Mar. 2, falling within the specified period. The promo indicates availability at all stores, online, and via hotline, with all pre-order units supposed to include Galaxy Buds starting from the S10e model. I pre-ordered an S10 expecting a Bluetooth Hand Grip as a freebie, but received a waterproof bag instead. This differs from the promised freebies. I seek clarification on this issue. Thank you.

I am seeking clarification about the promo for the Samsung Galaxy S** pre-orders. I submitted my order on Mar. * well within the Feb. ** to Mar. * promo period mentioned in the advertising materials. The promo clearly states that pre-order units should include Galaxy Buds starting from the S**e, but when I pre-ordered an S** unit, I was expecting a Bluetooth Hand Grip, as advertised. Instead, I received a waterproof bag as a freebie. Can you please provide more information about this discrepancy? Thank you.

I am a new customer and would like to apply for a Globe internet plan. However, it has been over two weeks and I have not received any service yet. I am very disappointed with Globe. Two weeks ago, I called your agent, Mr. Vher Morelos, at contact number [redacted]. He promised to visit my unit for the application process twice, but he never showed up and simply stated that he forgot. His attitude was really unprofessional and wasted my time waiting for him. I had no choice but to contact Globe customer service. They assured me that the support team would call me the next day, but it has been over three days now, with reference number SNS[redacted]3. If I do not receive a call soon, I will cancel my application. There are many other brands in the Philippines, not just Globe, and I am extremely disappointed with the service provided.

On April 4, my wireless home internet speed, connected via a Cat 5 cable to a router with an external antenna, drastically dropped to 50 kbps. After contacting Globe on April 5 and providing them with reference number [redacted]62, a representative reached out on April 6 to explain that the issue was due to an upgrade problem being addressed by technicians. Following this call, I received an SMS confirming that the report had been marked as complete, but as of today, April 10, the problem remains unresolved. I utilize a Tattoo At Home Router (not a pocket wifi) with an external antenna and am subscribed to Supersurf [redacted].

Dear Customer Service, In February, I visited your store and spoke with one of your representatives regarding the issues with my Globe service since November [redacted]. He mentioned sending an email to [redacted] explaining that we needed to pay around 2k to reactivate the wifi due to constant disconnections, despite paying the bills. He assured me the charges from December until now would be waived. In October [redacted], a maintenance visit did not resolve the disconnection problem. Unfortunately, I cannot call due to a damaged phone line. I have been waiting for a response since chatting with Gie Globe on April 5th. My work schedule limits my ability to follow up frequently. Please assist in resolving this matter promptly as I refuse to pay for the unused wifi service. Thank you for your prompt attention. Best regards, Hanny

Hello Globe, I would like to raise a concern about the load and promo I recently used. This morning, before my remaining data of 18GB on my GoSurf promo was about to expire in 30 minutes, I tried to reload the same promo to extend the validity and acquire additional data. Upon my first attempt, I was unsuccessful in registering, so I loaded a regular 50 pesos to a different number and shared the GS50. I did not receive any confirmation, but when I checked my balance, the 50 pesos I loaded was gone, leading me to believe I successfully registered for the promo. However, I am puzzled as to why I don't have an active promo despite you deducting my load. The promo was supposed to expire at 7:26 AM, but I received the deduction around 1 PM when it had expired. Please refund my load and data as I loaded it before it expired, which should have extended its validity. As a load retailer, I find it concerning that there was no advisory about any site issues. I have been diligently loading the GS50 every 2-3 days to prevent my promo from expiring. Do you realize how long it took me to accumulate the 18GB+ data? It would have been even more if both of my GS50 registrations were successful. I would appreciate a response. Thank you.

I recently received a call from Globe regarding a broadband fiber offer. I explained that I have an existing plan under my husband’s name and requested a copy of the details as I couldn't recall them. Despite mentioning my difficulty in opening attachments due to billing being linked to my credit card, I proceeded with discussing options. Mistakenly assuming I was dealing with Globe directly, I requested to terminate our existing plan to avoid having two broadband services. Only later did I realize there would be penalties for ending the current contract prematurely. Feeling misled by the sales call and disappointed with the lack of full disclosure, I am adamant about not paying penalties. Although I am open to retaining either plan, I did not anticipate these complications when agreeing to the new offer. As a loyal Globe customer, I expected better guidance from the agent regarding the implications of switching plans. If necessary, I am prepared to consider alternative internet providers to avoid penalties. I urge for the removal of one broadband service without penalties and request that any payments made for the new subscription be adjusted towards the retained plan. Prompt assistance on this matter is greatly appreciated.

To Globe Management, I am disappointed in how our account was managed. I attempted to inquire about upgrading to fiber broadband but encountered issues with the process. Despite my efforts to clarify that I wanted to avoid paying for two internet services and requested information on our current plan, I faced difficulties. I was misinformed about the pricing and features of the new plan compared to our existing one. My attempts to rectify the situation at the Globe store also proved challenging. Discovering that upgrading would incur penalties on our current plan was frustrating. I was unaware of these consequences and was surprised by the lack of clarity regarding the process, including the retention of our old landline and the acquisition of a new number. As a loyal customer of Globe for both broadband and mobile services, I did not anticipate such complications in trying to upgrade to a better plan. If the penalty issue is not addressed promptly, I may have no choice but to consider switching to a different provider. The assistance provided by the agency representative, King, was unsatisfactory, leading to further confusion and frustration. Best regards, Ma Asuncion P.

Account No: [redacted]93. About a month ago, I wanted to upgrade my broadband service. Initially, I was informed that everything was in order and an engineer would come to replace the modem. However, for nearly 3 weeks, each time I contacted Globe, I was assured the engineer would arrive within the next few days, yet no one showed up. After escalating the issue, I discovered that the upgrade wasn't available in my area. Despite speaking to numerous advisers and supervisors, I remain dissatisfied with the service. As a hotel reviewer who relies on internet access, the time and money spent on calls and waiting for the technician have been significant. I have requested 2 months of free service in compensation for the inconvenience. Now, my phone is cut off as of 29.4.19, the internet speed has also decreased significantly. I am deeply disappointed in the level of service provided by Globe. I demand that all services be restored for 2 months at no charge, or I will seek services elsewhere. The current contract is contingent on receiving the promised services and paying for them, which Globe has failed to deliver. This experience has pushed me to the point of never using or recommending Globe to others.

Hello GLOBE. I am a loyal customer of yours and had no issues with previous promo registrations, especially with GOSURF50. Recently, I encountered a problem after redeeming a reward for 8 points called "REDEEM SURF1D", which expired after 24 hours. Subsequently, I received a regular load of 50 pesos from my Mom and used it to register for GOSURF50. To my surprise, upon checking my balance, I realized I did not receive the 2GB GOWATCH data as expected, and my video usage was deducted from the free 300MB of my choice instead. I received a notification about the GOWATCH allocation, but when I inquired about its status, I only received information about my overall data and video usage, with no specifics on the GOWATCH status. Could you please provide clarification on this matter? If necessary, I can provide proof of the text messages for verification. Thank you.

Hello Globe, I received my bill today for my internet and landline service, which amounts to around 1,[redacted] PHP. However, despite being willing to pay this amount, my internet connection has been unavailable since April 30. Despite attempting to contact Globe via Facebook chat, hotline, and visiting their office, I have not received any assistance. As someone who works online, the lack of internet has been incredibly inconvenient due to the poor customer service provided by Globe. I hope for a quick resolution as it has already been two weeks without service. I was informed of a bill rebate, and I am concerned that I am being asked to pay more than my usual 1,[redacted] PHP monthly fee. I chose Globe for what I believed to be superior service and hope for a prompt resolution. Please address the internet issue and apply the bill rebate. Thank you, M.K. Pacquingan

I would like to address the poor service I experienced at your SM Consolacion store. I waited over 30 minutes to pay a bill due to slow cashier service. The customer service representative further delayed the process by needing to use the cashier's terminal. This level of disorganization and slow service is unacceptable. Additionally, there were incidences of customers cutting in line during my visit between 10:15 am and 11:00 am. I hope this feedback can help improve the efficiency and customer experience at your store. -Richard T. Peggy

Subject: Cancellation Request for Globe Post-Paid Internet Subscription Dear Customer Service, I am writing to officially request the cancellation of my Globe post-paid Internet subscription with the account number [redacted] and mobile number [redacted]. I initially subscribed to this service for my children’s educational needs in Baguio City, Philippines. However, as they will be joining me and their father in Jeddah from May 31, [redacted], until August 31, [redacted], we will not be utilizing the service during this period. Therefore, it is unreasonable for us to continue paying PHP1000 per month for unused services. I have encountered numerous difficulties and unnecessary delays in trying to cancel my subscription despite complying with all the requested documentation. My daughter even traveled from Baguio to Candon, Ilocos Sur to facilitate the cancellation process. Following Globe's instructions, I have submitted all required documents via email to [redacted], incurring additional costs to reach out to you. I ask for your immediate action to terminate my post-paid subscription as per my original request. Your prompt attention to this matter would be greatly appreciated. Thank you for your understanding. Warm regards, Marilou

Last Wednesday, June 5, we had our internet (broadband) installed. We were referred by a relative, so it was like a home service, and we didn't need to go to the Globe store. Our place had no electricity that day, but the two men still came to install the antenna. One of the installers mentioned the modem was okay and even tested it. That night, the WiFi was working until the morning of June 7. Around 10 am, I noticed the modem was disconnected because the network indicator was red. I waited for a few hours hoping it would reconnect. I unplugged and restarted it, but it stayed disconnected. I contacted the installer, and he advised the same steps, but it still didn't work no matter how many times I tried. Yesterday, June 8, I went to a Globe store nearby to inquire about the issue. When they asked for the account number, I couldn't provide one because it wasn't included in the receipt. Even my father's name wasn't on Globe's list of internet plan subscribers, which was concerning. I called Globe's hotline [redacted] via the store's landline, but they couldn't find my father's name on their list either. They suggested emailing [redacted] with the receipt photo attached, but I had trouble locating the email on their website. The contracting company from Globe was "Transbio." We availed the [redacted] per month plan with a [redacted] installation fee, which they said was for an advance payment, with only [redacted] due the next month. We hope for a swift resolution since we paid in advance but haven't been able to use the internet and suspect we might have been scammed. Thank you for any assistance you can provide. -K. Domingo

Last week, I signed up for TMSURF70 through Globe Switch. However, I encountered an issue where my 2GB data meant for GoWatch and Play was not being used, and instead, my mobile internet data was being consumed by YouTube surfing. Even after using up my mobile internet allocation, I couldn't access YouTube even though I had the 2GB data for GoWatch and Play still unused. Now, I've registered for EASYSURF50 while still having TMSURF70 active with the untouched 2GB. The problem persists as I can't utilize the 2GB data for GoWatch and Play with EASYSURF, effectively giving me a total of 4GB data for GoWatch and Play. This situation is very inconvenient and disappointing. I've paid a lot for these services but haven't been able to enjoy what I'm entitled to. I hope this matter can be addressed promptly so that my data allocation won't go to waste.