Globe Telecom Customer Service Issues

I added regular 50 to my account and tried to register for Go Surf as usual. However, every time I attempt to register, it says "unable to process request." When I try again, it says "multiple promos are being taken" and stops me from proceeding. I restarted my phone, and then it indicated it connected to the internet, deducting 5 pesos from my regular load, so I reloaded. I attempted to call customer service but only reached customer care. I am frustrated that I cannot use my own phone for surfing.

We had Globe DSL installed on Dec 3, [redacted], and the next day we visited the Globe store in Carcar to report that both the DSL and landline phone were not working. Despite calling customer service daily, no resolution has been reached. Numerous text messages have indicated a technician would come between 9:00 AM and 6:00 PM. Yesterday, I spoke with Daryl Fernandez, a supervisor in Carcar, who promised a technician and representative would visit today. However, as of 5:15 PM, no one has arrived. Our account number is [redacted], and our phone number is [redacted]. We urgently require assistance to fix our DSL and landline, especially since we had minimal usage after paying 3,[redacted] PHP for installation. Thank you.

I reside in Estanzia Subdivision, Barangay Mandalagan, Bacolod City, Negros Occidental, and I have a Globe Prepaid Sim. I am experiencing a poor connection or signal in our area. Many individuals, including myself, cannot utilize the data subscription whenever we are here. I am requesting for an improvement in the network signal in our vicinity. I am hopeful that this matter can be addressed promptly so that we can continue to subscribe to this network. Thank you.

What's happening with Globe? For over a week, we've had almost no signal here in our province. I have to go to another town just to get a signal to report the signal condition in our town to you, but I can't connect due to the high volume of callers even in the wee hours of the morning. I reported our signal condition to you two months ago, and your reason was congestion even though our place is a remote area with very few people. I have a large bill to pay, and I've been paying on time for years. I'm losing a lot of opportunities because of this. Even dealing with emergencies is difficult due to your service performance. Please let the payments we make to you be just.

Subject: Formal Complaint Against Globe Telecom's Customer Support Dear Mr. Cu, I am writing to address the ongoing issues I have been experiencing as a loyal Globe DSL customer in Lipa City under Landline No. [redacted]. I am dissatisfied with the recent service provided by your technical and customer support team. During a call on 12/21/[redacted], I faced multiple disconnections before a resolution was achieved, requiring a supervisor's intervention. Despite technicians visiting my home the next day, the slow connection problem persisted, leading to further frustration. Today, lack of transparency regarding a technician visit and extensive hold time on the phone further added to my inconvenience. The continuous loss of productivity and income due to these service disruptions is concerning. It is disheartening that such experiences are not isolated incidents, as evident from various customer reviews. The lack of accountability and empathy from your representatives is alarming and damaging to your brand reputation. I urge you to investigate and rectify these systemic issues promptly to prevent further customer attrition and potential regulatory scrutiny. I will continue to escalate this matter until it receives the attention it deserves from Globe Telecom's leadership. Sincerely, Ardee de la Rosa

Hi Globe, I am writing to address an overdue balance of $[redacted].43, with the due date passing yesterday on December 27. Unfortunately, our line has been disconnected as a result. We are kindly requesting a payment extension until January 03, [redacted], as my salary is received on the 2nd of every month, which is the only time we can make the payment. This situation has caused delays in our home-based jobs due to the lack of connection. The account number associated with this request is [redacted]37, and it is under the name of V. Arapoc. We are hopeful for your understanding and assistance in this matter. Thank you and Happy Holidays.

Good day, I need assistance regarding an issue I encountered while buying from Globe Shop Online. I tried to buy a Globe Pocket WiFi and successfully completed the payment transaction through Globe GCash with Transaction number [redacted]. However, I did not receive an email confirming my transaction, leaving me concerned that my payment went through for nothing. I kindly request prompt help with this matter. Thank you.

Hello, I am experiencing issues with my broadband account number [redacted]42. I had an overdue balance on Jan 2, [redacted], which I settled online through BDO mobile banking on Jan 6, [redacted]. However, I still do not have a stable internet connection, and the speed is extremely slow. Additionally, my landline has been out of service for a while now, and despite contacting customer service, no follow-up has been made. I have been facing this problem for months now and it is very frustrating. I have tried calling your hotline but keep getting redirected to the self-service menu, leading to disconnections. I hope you can address these issues promptly as it is causing a lot of inconvenience. I am looking forward to your resolution. Thank you. - Mary Ann R.

I completed the 2-year lock-out period with Globe in November [redacted]. I forgot to unlock my Samsung Note 8 so I can use other mobile networks. I bought a local SIM card while working abroad but can't use its mobile data because my phone is still locked to Globe. I need the "Network Unlock Code" to connect to the local SIM card's network.

I am writing in regards to the temporary disablement of outgoing services for my cellphone number [redacted]7 registered under the account name of Gina Edralin, with the account number [redacted]7, which is an extension to my wife’s account. I recently made payments of P2,[redacted] and P372 to clear all outstanding balances, which were duly acknowledged by your system. However, I am currently facing issues with outgoing services not being available. As a loyal customer of 8 years, I believe I should not be experiencing such inconvenience. I kindly request your prompt attention and assistance in resolving this matter. Sincerely, Orlando D. Edralin

Hello, I would like to inquire about the availability of fiber optic broadband and Netflix movie packages for my location in Barangay Day-As. Could you please provide details on pricing, installation timeline, service availability, and download speeds? Due to a disability, I am unable to visit the SM City Cebu store, so I would appreciate it if a Globe representative could assist at my residence. Thank you. Regards, M.G.

My postpaid plan number is [redacted]1. Since January [redacted], my internet limit has remained at 2 GB. When I renewed my contract in December [redacted], customer service assured me that as a part of the loyalty rewards' program, my monthly data allowance would increase to 5 GB. However, as of February 14, [redacted], this adjustment has not been implemented. Additionally, I was promised limited free calls to other networks each month as part of the package. Was there deception on Globe's part during the contract renewal process?

GLOBE AT HOME BROADBAND Issue: No Internet/Slow Internet Speed upon Reconnection Account No.: [redacted] [redacted] [redacted] It's disappointing to experience this kind of service after paying for our plan. Our internet is essential for schooling, work, business, and keeping in touch with family abroad. We've been facing this problem for several days now and it's affecting our daily activities. I've reached out on Twitter, but no response or solution provided. Previously, I received assistance promptly for any concerns raised. Our neighbors have no issues with their Globe at Home connection. Please address and resolve our internet problem. Thank you.

Hello, I need your immediate help regarding a transaction made on February 16, [redacted]. I spoke with Globe representative JM Penaranda to request the cancellation of various broadband content subscriptions such as Netflix, Amazon Prime, Fox+, Disney Life, HOOQ, and others. I also asked for a billing reversal/waiver amounting to $[redacted] for February [redacted] due to these services. JM Penaranda confirmed that the request was successful and adjustments would reflect on the next billing statement. Later, on February 28, [redacted], when I contacted [redacted] and spoke with Globe rep Rose Martinez, I was informed that there were no adjustments made for February [redacted], and no cancellation request was registered for Fox+. Consequently, I had to place a new cancellation request for Fox+ and will need to call again on February 29, [redacted], to request a billing adjustment. Rose Martinez mentioned that only one request can be processed at a time. JM Penaranda confirmed that no billing adjustments or cancellation requests for Fox+ were logged, resulting in an outstanding balance. Please assist in resolving this matter promptly.

I'm facing an issue verifying my GCash account. I followed the correct procedure and submitted the required ID. I received a verification message, but my app still shows my account as unverified. I'm unable to access my money. I'm concerned this might be a scam. Please don't just provide the standard response. As I received a confirmation message, could you update my account status accordingly?

I have been experiencing intermittent internet connection issues at my home for the past 4 days. I have tried reaching out through phone calls and Facebook Messenger, but have not been able to troubleshoot the problem. I suspect it may be an issue with the router. Please contact me at [redacted]7 for immediate assistance.

Dear Customer Service, I have been experiencing issues with your service for some time. Signal interruptions are frequent, and despite being only [redacted] meters away from your Bolinao tower, the problem seems to be with transmission interruptions on the way to the tower. I have never received the full speed I subscribed to, which I believe was either 5 or 10 Mbps. Downloading a [redacted] MB package during the day can take anywhere from 2 to 24 hours, while my neighbor with PLDT Fiber can do it in 8 minutes. Due to the current situation with the pandemic, internet connectivity is critical, but I am facing difficulties even with simple tasks like Zoom conferences. I have tried to address these issues through your messenger hotline and by trying to pay my bill, but I have encountered unresponsive customer service and technical support. I kindly request the following actions to be taken: 1) Cancel my account immediately 2) Unblock access to my account/dashboard and provide the necessary assistance for payments 3) Confirm the immediate deletion of my account 4) Resolve any pending payments or issues before expecting further payment from me Thank you for your attention to this matter. I trust that these concerns will be addressed promptly. My contact information is available in the email associated with payment reminders.

Hello Globe, I attempted to contact you through your hotline or [redacted] last month regarding my postpaid number +[redacted]70 billing issue. On March 24, I spoke with your customer service representative and explained that I had an additional charge of Php751.09 for internet usage right after receiving a text indicating that I had used up all my data. I requested for this charge to be waived since it was incurred within an hour. Unfortunately, the representative was unable to locate my billing information in the system and advised me to call back after a week when it should be available for settlement. This is the first time I have been billed such a large amount for a short period of usage, and I am now two months overdue. I am eager to settle this matter promptly, but I have been unsuccessful in contacting your hotline or [redacted] for assistance. Kindly reach me via email at [redacted] or give me a call. Thank you.

I am experiencing an issue linking my new phone number to my Makatizen card on Gcash. The government's financial assistance deadline is approaching on May 15, and the funds are scheduled to be sent via Gcash to my old number registered with Makatizen. Although I can receive the 6-digit PIN via SMS, I am unable to proceed with the verification process. After purchasing a new SIM card, I successfully registered it on Gcash, but I am encountering difficulty linking it to my Makatizen account. I would appreciate any assistance with this matter.

I previously contacted Globe messenger on April 29, [redacted], but have not received a response yet. I repeated my concern about experiencing difficulties with my phone's security settings. About a week ago, I accidentally triggered a security feature on my phone and now I am locked out with a prompt asking for a PUK code. This has prevented my sister from reaching me. I am unable to use my phone for over a week now and suspect it might be SIM card related. My nephew suggested that I reach out to Globe for assistance.