Globelines DSL Downtime

Yup! I still call it Globelines DSL instead of Tattoo since I still have the @globelines email hehehe. Anyways, I've been a subscriber of Globelines ever since they started rolling out in our area in Cavite...my very 1st "broadband" modem was a Speedtouch USB modem...which gave I think around 756kbps (I think). Well, they have very few downtimes...the longest before this one was I think when the subterranean cables where cut by the earthquake in Indonesia.

Most of the times, when I call their "hotline", they can either solve the problem immediately or admit that there's a network downtime but the last few months have been difficult between me and Globe.

I have been happy with the speed and the wireless modem/router that Globe issued me. It's a Prolink H9300G...and have been very consistent with the connections. I'm subscribed to their 2Mbps plan bundled with a phone. But lately, around a month ago, i've noticed that the modem would restart all by itself. Initially it was tolerable then it became frequent and irritating. I called the hotline and a tech guy went to our place the next day and with a little prodding I was able to convince the guy to replace the modem (although I was hesitant as replacing the modem might compromise the speed that I'm currently enjoying...which I still am not sure if it was a valid fear though).

After a couple of weeks of enjoying the new modem (which by the way I moved to a location that is directly connected to the phone line box), last friday, when I got home, I didn't have any internet...restarted the modem more than a couple of times and still no connection. Called the hotline and a tech guy (the same guy who replaced my modem) was in the house the next day...Saturday, but unfortunately, even after changing ports and numerous changing of the password, they were not able to connect even with the DSL light on (means my modem is synced with the network). I was told that another techguy will come the next day, Sunday, and as unreliable as their customer service, no one came. And from that time until Wednesday I was able to to call their hotline and berate every broadband tech specialist I've talked to. 

Globe's current customer service is outsourced to a BPO and these call center agents does not have any direct communication with the Globe people in the field and take not too that these field people are sub-contractors and not directly Globe people. So, it's really frustrating for a customer since the internal communication really sucks as the frontliners really just receive calls and that's it! They can't even update the irate customer unless the field personnel would create a report.

It's unfortunate that a company like Globe would be brought down by their after-sales and technical people who are, in reality not part of the company.