Globe Telecom Customer Service Issues

I have been living in Laos since July [redacted]. During my Christmas vacation in the Philippines, I kept my Globe number in Plan Zero to maintain its use when I visit the Philippines and for receiving OTPs for online transactions. I contacted customer service to re-activate my line for my stay in the Philippines. Although I had initially subscribed to internet and text messaging plans, I recall canceling them before returning to Laos on January 6, [redacted]. Despite this, I have been noticing unexpected charges for unused services on my Globe account statements. These charges were not authorized and need to be canceled promptly. After my sister's interaction with customer service, she was informed that the issue was resolved, but I still see the erroneous charges on my recent statement. I prefer to resolve this matter as I appreciate Globe's postpaid service in the Philippines. I look forward to hearing from you soon. Thank you.

Every week, I typically subscribe to either GoSAKTO90 or GoSAKTO120. However, on May 9th, I opted for GoSAKTO90 with 2GB + 1GB WNP (which resets every 12mn) expiring on May 16th. Last night at 9pm, after a few hours of watching local news, pet videos, and random content on YouTube, I noticed a significant decrease in my free data while my WNP remained at 1GB. Then, on May 16th, I subscribed to GoSAKTO120 with 3GB + 1GB WNP resetting daily at 12mn. Surprisingly, my WNP daily 1GB remained intact even after extended YouTube usage, but my 3GB (with 600MB carryover from the previous subscription) went down to [redacted]+MB, considering it's only Tuesday. This problem occurred last year and was resolved after multiple calls and texts to customer service, followed by a 1GB compensation. I have contacted [redacted] thrice, attaching three screenshots of my data balance at different times of the day to show the unchanged WNP data. I hope for assistance as I am yet to receive a response from customer service. Thank you in anticipation. Mila R. Young

Subject: Request to Terminate Globe Plan 1,[redacted] for [redacted]1 Dear Globe Team, I am writing to follow up on my request to terminate Globe Plan 1,[redacted] for the number [redacted]1. I initially contacted your team on March 8, [redacted] (Transaction: [redacted]39) and my sister submitted the authorization letter to <[redacted]> on March 15, [redacted]. After receiving the confirmation email from the CS Save Team on March 16, [redacted], I tried calling the save desk hotline number ([redacted]); however, my concern was not addressed through this channel. Due to challenges in reaching customer service hotlines during the lockdown, I am puzzled as to why I am still receiving bills for the period between March and May [redacted], despite my efforts to terminate the plan back in March. I am willing to settle any outstanding amounts before the lockdown and the time of my initial contact, but I kindly request consideration for the subsequent billing periods when the services were already inactive. I appreciate your immediate attention to this matter. Warm regards, Jenny

I have been experiencing ongoing issues with my Globe Broadband account #[redacted]91 since June [redacted]. Initially, I had problems with static noise, no calls, and no internet, which were resolved after a technician visit. Subsequently, I faced intermittent dial tone and slow internet, leading to the replacement of my modem by another technician. After requesting an upgrade to my plan from PHP [redacted] to PHP [redacted], I was informed that my internet speed had been upgraded to 5mbps. However, I am currently facing a lack of dial tone and very slow internet speed, with tests showing no improvement in speed since the upgrade. I am concerned that I am not getting the service I am paying for. I am asking Globe to address the dial tone issue and ensure my internet speed aligns with my payment for the 5mb plan. Thank you for your prompt attention to this matter.

Subject: Request for Immediate Disconnection of Globe Telecom Landline I am writing to address the recurring issues affecting our Globe Telecom Landline subscription under the account of Jeriel Kenneth B. Catedral with the Account Number: [redacted]32 and Landline Number: [redacted]. Our residence is located at Bayview Hill, Brgy. 7, Nasipit, Agusan del Norte. We have been experiencing persistent problems with our service, such as the consistent absence of a dial tone or the line being out of service. Despite reporting these issues numerous times to the [redacted] hotline, we have not received the promised rebate, and we continue to be billed the regular monthly fee of P385.00 without resolution. After inquiring with Mr. Ramon Rosales in early April [redacted], we were directed to Ms. Gretel for the disconnection process. However, due to the closure of the Globe Telecom office at Gaisano Mall and unavailability of the customer service representatives due to the Enhanced Community Quarantine (ECQ), we have been unable to proceed with our request. We kindly ask for the waiver of the April and May [redacted] bills and the immediate disconnection of our landline due to these ongoing issues. We appreciate your prompt attention to this matter. Thank you for your understanding. Jeriel Kenneth B. Catedral

Good day. I am inquiring about the bill I received for the billing period from March 26 to April 27, [redacted]. I had already informed your hotline, [redacted], on March 22, [redacted], at 10:46 a.m. to temporarily suspend my internet service due to the closure of my business as mandated by the government during the ECQ. I am confident that you can verify my call by checking your records for that date and time. Unfortunately, I misplaced the reference number provided by your representative as I trusted him to handle the suspension efficiently. I do not believe I should be charged for the period my store was closed. The lack of data usage during March 23 to the current date supports my claim. I had a pending bill of [redacted] due on April 2, which I intended to pay, but the additional charge for the questionable period is concerning. I hope you can address this matter promptly. Thank you.

To the appropriate party, I am writing to address our concern regarding the reconnection of account number [redacted]81 registered under the name of N.G. Mananghaya, as Globe flagged it as a "fraud account" leading to the sudden disconnection without prior notice. We are ready to settle any outstanding balances promptly upon the restoration of our service. Our line has been inactive for nearly a month, and despite our attempts to reach out through various channels such as email, phone calls, and social media, we have not received any response for weeks, which has severely impacted our ability to work from home. After numerous assurances of a follow-up within 24-48 hours, we finally received text messages yesterday. The delay and lack of communication have been extremely frustrating for us. Please find attached the necessary documents for the reconnection process, including two government IDs, the marriage certificate, an acknowledgment receipt, and a photo of the installed modem and landline. We regret to inform you that we are unable to provide a copy of the birth certificate, but have enclosed the marriage certificate as an alternative. We are not seeking special treatment but rather urging for a resolution as this situation has caused us significant inconvenience. Rest assured, we commit to settling any dues promptly once our line is restored. Thank you.

I am inquiring if it is possible for me to receive a copy of all my prepaid internet subscriptions for my broadband prepaid wifi registered with the number [redacted]1. Recently, I reset my modem to default settings and upon accessing the modem's domain, I noticed that all the text notifications related to my subscription confirmations were deleted. These details are crucial for my work requirements. I attempted to contact customer service but they mentioned they are unable to email the information, although they have access to the promo registrations from April [redacted] to May. I am hopeful that you can assist me with this request, as it is greatly needed for my job, especially during these challenging times due to the ongoing pandemic situation in our country.

Account [redacted]: Jeffrey R. home broadband. Regarding my Globe account issues: 1. The Globe system was down for a month due to a typhoon at Christmas. I was assured an adjustment by the local Globe shop in Naval, Biliran. Unfortunately, they won't provide a detailed account statement. 2. The telephone hasn't worked since March 12, and the local shop won't help fix it. 3. The internet speed has been slow since March 12, around 200kbps, whereas my Smart connection is normally 5mbps or higher. I'm hard of hearing, so email is my preferred form of communication. Globe must address the overcharges, fix the landline, and improve internet speed. These are essential fixes that are long overdue.

We requested an upgrade to the 25 Mbps unlimited fiber plan on May 27 through the Globe at Home app. However, we have yet to receive a replacement modem. We understand that fiber uses a different line. Despite trying to contact Globe through their messenger and customer service line several times, we have not received a response. Even visiting a Globe store did not resolve the issue. We are just looking for clarification on whether our upgrade was done correctly and when we can expect the fiber replacement. We acknowledge the current circumstances but would appreciate a response to our concerns.

On March 15, we received a bill notice on our mobile for P136.81, but then the lockdown happened. We paid P1,[redacted] on April 24, [redacted], which covered the previous amount and our normal bill for two months. Surprisingly, on May 17, we got a notification for P2,[redacted].28 (seems like magic!). Knowing we were not delinquent, we paid P1,[redacted] on May 15 and again P1,[redacted] on June 12. Shockingly, today (June 17), we received a bill for P2,[redacted] (another surprise!). We've been trying to reach out to Globe numerous times but haven't been successful, even on their Facebook account. Despite our efforts to pay on time during this challenging period, it feels like the service is declining after 15 years of being a subscriber. We hope Globe addresses our concerns promptly.

I need clarification regarding how Globe manages billing on my account. I acquired my internet connection on April 4, [redacted], and made a payment totaling [redacted]. According to the technician, the amount paid is for an advance payment for my service. When I inquired further, they confirmed that the [redacted] is indeed an advance payment that will cover my first billing cycle. Surprisingly, less than a month later, I received a partial bill of [redacted].93, which I had to pay since I couldn't reach anyone on the hotline for assistance. On June 5, [redacted], another bill arrived, totaling 2,[redacted].74, including installation fees and call charges. I was informed by the technician that calls to mobile numbers, local landline numbers, and NDD calls are free, yet I see charges for some mobile and NDD calls on my bill. I am unsure where my initial payment of [redacted] has been allocated and would like clarification on that. I have diligently paid all bills from April to June. I hope to speak with a live agent to address these concerns as reaching Globe's customer service has been challenging. Thank you.

Regarding the free 6-month access to Amazon Prime Video for upgrading Internet services, I have faced numerous challenges while trying to redeem the offer. Amazon repeatedly asked for my password and required copying letters and numbers multiple times, which felt like a tedious task. This experience has made me doubt the authenticity of the promotion from the service provider. I encountered a second issue where the offer requested a "touch" ID, which I did not sign up for intentionally. To clarify, I am hoping that the subscription process can be simplified to ensure the offer's legitimacy. Thank you for your attention to this matter. Sincerely, R.R.G., M.D. Note: An email was received on Jul 3, [redacted], from [redacted] about the 6-month free access to Amazon Prime Video as part of the broadband plan. The email provided details on how to redeem the offer and the subscription information that will follow.

To Whom It May Concern, Good day. I am Mitchell Lance Sim from Peace Valley, Lahug, Cebu City. We recently had the [redacted] plan @ 25 Mbps installed at our residence on July 5, [redacted]. Our account number is [redacted]90, and our telephone number is [redacted]. We are requesting an upgrade of our plan to [redacted] @ 30 Mbps. Despite numerous attempts to contact Globe customer service, we have not been able to speak with anyone to process this change. Please inform us of any necessary requirements for the upgrade and if there is a contract that needs to be signed. We have inquired with an agent but have not received a response yet. Your prompt assistance on this matter would be greatly appreciated. Thank you and stay safe during these challenging times. Best Regards, Mitchell Lance Sim

I am currently overseas using a Globe prepaid sim card and used to check the expiry date of my load balance by dialing *[redacted]#. However, the user interface has changed now, and I can no longer see the expiry date displayed. When I dial *[redacted]# now, the first line shows my balance, which I assume to be for today, July 09, [redacted]. It appears as follows: BAL 48.0 09/07/20 0 My Account 1 NEW Go Promos 2 NEW GoBOOSTERS 3 All-Time Favorites Upon selecting "0 My Account," there doesn't seem to be an option specifically for balance inquiry. How can I find out the expiry date without contacting customer service? Is there a new number to check this information apart from *[redacted]#? As an additional inquiry, if anyone knows, what is the new Globe Telecom Facebook Messenger? The previous one seems to be unavailable now.

I am experiencing connectivity issues with our WiFi. The lights indicating power, DSL, and Internet are not stable; at times, only the power and DSL lights are on, and the WiFi light only works for a short period. The internet light sometimes displays colors other than green, like red or yellow, disrupting the WiFi connection. I reside in the Escario area near Kaputhaw Barangay. If this pertains to a server problem, kindly resolve it promptly; if it relates to the area, modem, or cable, please dispatch a technician. Additionally, I am encountering problems with my mobile data despite being subscribed to a GOSAKTO promo. Instagram usage and downloads are not possible. The unreliable WiFi and mobile data are hindering my daily activities significantly. Your prompt attention to these issues would greatly help me resume my tasks without interruption. Thank you for your assistance, and I look forward to a swift resolution.

Hello, I am reaching out regarding a concern with missing promos on my Globe Load Retailer sim, specifically the GoSurf299 for 30 days, which I frequently use to load several sim cards each day. I have contacted Globe Customer Hotline and spoken to their agents three times now. During my latest call today, the representative assured me the issue was fixed, and the menu on my load retailer sim was updated. However, the problem persists, and I urgently need it resolved as I heavily rely on GoSurf299 daily for approximately a hundred users. Thank you! PS: Globe Load Retailer Number: [redacted]2 Location: Makati Phone Model: Samsung Duos J1 Mini Prime Complainant: Amelin M. Loyola

I had the Globe at Home [redacted] 10 Mbps LTE postpaid plan installed yesterday. However, during the installation, the team from Transbio Inc. wanted to downgrade my speed to 5 Mbps due to tower limitations. After discussing with them, I agreed to the 5 Mbps speed, but I am disappointed as I initially applied for the 10 Mbps plan to meet our needs while working from home for the government. I contacted Transbio Inc. at [redacted]7 to address my concerns, and they mentioned that the installation would still work despite the speed difference. I am grateful for the service, but I feel let down by the misinformation provided at the Globe outlet regarding the available speed in my area. I hope Globe can reconsider and revert my plan to the original 10 Mbps so that I can work more efficiently even during peak hours. I eagerly await a positive response from Globe to ensure that we can continue to serve the government statistical arm effectively. Thank you, and stay safe. - L. Marquez

Hello, I'm Angelyka Magnaye, a Globe prepaid customer. I purchased load using GCash for my Globe prepaid numbers [redacted]3 and [redacted]5, selecting the Goextra90 promo. The promo is set to expire soon, but unfortunately, I haven't been able to utilize it due to internet connection issues. I've attempted to contact Globe Telecom via Messenger and by calling [redacted], but regrettably, my concerns have not been addressed. I am troubled that I spent [redacted] pesos on a load promo that has been of no use to me. I kindly request assistance in either refunding the load since I have not benefitted from it, or resolving the connectivity issues and extending its validity. I hope for prompt action to ensure a fair resolution for me as a valued customer. Thank you for your attention to this matter.

Subject: Request for Cancellation of Globe Account and Phone Number To Whom It May Concern, I am reaching out for the third time to request the cancellation of my Globe Account [redacted] linked to the associated Globe Mobile Phone Number [redacted]. In my previous correspondences, I detailed the challenges I encountered in canceling the service due to the GCQ in the Philippines which led to business closures, including Globe Telecom. Upon my return to the U.S.A., I settled my outstanding balance on June 18, [redacted], with Payment Reference No. GTB[redacted][redacted]. Furthermore, my mother, M.F.C., submitted a separate termination request at the Globe store in SM, Novaliches, Quezon City. The employee provided her with Termination Request Reference Number [redacted]15 and Case Number [redacted]34. I find it frustrating to face such hurdles in closing a simple account, especially given the current challenges posed by the COVID-19 pandemic. I appreciate your attention to this matter and await your prompt response. Thank you.