Lousiest Dsl Service

I've been using Globe Broadband for the past year. The connection is a-ok if it's working... BUT if it's not, it's really HELL!

Mind you, using my net nowadays is not just simply using it for the heck of it. I'm making money on the net now okay?!?

I was recently hired with Staff in Seconds as a Virtual Assistant.

I think it's a calling when I stumbled upon this job on the world wide web.

Anyways, this is my 2nd job on the net, the first one I haven't actually been working on it yet, since it's a freelance job. My point is I need the internet for my jobs!

I started working for SIS last April 21, 2009. I didn't go home right away because I met up with Marts after shift. Therefore, I worked using his laptop. heheh..

When I went home, my brother told me DSL is down.

WHAT?!?

Okay, cool it... I asked when it started and he said last he checked he used it 11am. Okay.

As you may know, I work for tech support in a dsl company in the US.. so suffice it to say, I know how to troubleshoot this kind of stuff. Our system: Mac OS 10.5, prolink modem & linksys router.

Since it doesn't connect and my modem is on bridged mode, I disabled the router and made a direct connection to my computer. Created a pppoe connection and it connected but heck! it doesn't browse. aaargh!

So I dialed 171... I really hate calling Globe's tech support coz they really don't know what they're doing. My opening spiel would be to say my name, the phone no., my location, who's account it is and how I'm related to the account holder. I tell the tech that I don't have internet right now and are there any outages. She said there's none reported okay. I continue with telling her what I've done and of course, upon knowing that I have a router, she asked to remove it. I've told her yes. Done. She asked if I see all lights on, I said yes and no and proceeded to saying my modem's bridged, just did pppoe on the pc and it got connected. Although I'm a mac user for so many years now and I support Mac for 5 yrs now... I still don't know where the hell is the command prompt in macs. haha.. so I asked. The agent who assumed what mac I have was saying to click on something which I can't find.. She put me on hold. When she came back, she said that she'll just send a tech dispatch. I really laughed. But stubborness in me said, "No, let's still try it out." I asked her if she has ran tests and she said she did and can't find any sync.. Hmmm, modem's got sync. What is she saying?!? Does she really know what she's saying? Okay fine, send a dispatch. When will the tech arrive. In 3 days. What?!? It's sop. Okay, fine.

Next day, we went to SM Centerpoint to do our grocery. I told my brother that we need to report it to the Globe business center as well to make sure that they're aware. From experience, their business center holds more power and does something if you report it to them. The lady in their front desk said that since this has been reported over the phone, she'll just email them for a follow up and give feedback to my brother through text. Maximum turnaround for this to be fixed is 5 days. Okay, fine!

So just think how hard it is for me to do an online job without internet at home. It's really a blessing that Marts has free Globe wireless broadband (unfortunately, it's still Globe.. but what the heck it's free!). So that's what happened for the next days. I think on the 23rd, my bro got a text from Joanne from the business center saying that something is scheduled to come over that day or next day. If ever nobody came, just provide feedback to her. I texted her... no reply. I asked my bro to remind her next day. No reply.

On Friday, the 24th, me and Celo went to his grandparents' home in Caloocan. I didn't bother with the internet anymore because all the while I was thinking it will be fixed. After shift, on Sunday... take note, this is the 26th already. The 5th day of my-no-internet-fr-hell. After shift, I stayed and chatted with Mae (whom I would really really miss coz she's gonna resign soon!) and Neo in GJ's; I arrived at about 10am at home and still NO INTERNET! WTF?!?

This means WAR! I called up Globe again. I planned on sleeping when I get home because I have a teambuilding to go to later in the day for SIS. But then again, I really have to get this up and running since my job would revolve around this internet thingie.

I called up and asked about the status of the ticket. The agent, although nice would be the receiver of my utter rage for their lousy service. He said that it was already checked by the techs and asked if my issue was fixed. Hello?!? Would I call if it is?!? He said that he has to transfer the call to support to get it fixed. Wait a minute... what do you mean that you'll be transferring me? I'm simply asking the feedback of the tech dispatch because that was what was promised to me right? He then said that the tech was able to check the facility on the 24th and fixed the problem. They closed the ticket on the 24th. What?!? They closed the report without going to my premise to check if my dsl is indeed working? No, this is unacceptable. (I really sound like my customers. haha...) I've waited long enough. 5 days is 5 days. I've waited patiently for their promise that a tech would be dispatched. I asked for a supervisor. As usual, they will say that the supervisor is engaged in a meeting. Okay. If that's how it is, I would wait even if it takes 3 hours.. (really, I did this with them already.. kita mo ang lousy talaga!) He put me on hold for a total of 15 minutes before I got hold of his supervisor which goes by the name of Flor Cancino I think. She assured me that a tech would go there that day or tomorrow. I said NO. The tech should come out that day before 3pm because I would really need the internet and I have no time waiting for them since I've waited patiently already for the past couple of days. She said she'll give feedback before lunch. She called me back after 5 minutes. Assuring me that a tech would arrive before 3pm. Okay. It's almost lunch now, I ate sisig and slept.

Guess what?!? I overslept. I was supposed to meet Val, my SIS teammate by 3pm and I'm still sleeping soundly by 3:30pm. Mygahd!

I got 15 missed calls, 5 texts and no technician. I called them up again and looked for the Flor. The agent said she was on break. Fine, I'll take a bath but after 15 minutes I will callback. And so I did... I was still looking for the supervisor when the tech arrived. And guess what? The tech who arrived seems to know nothing about the problem. He just arrived and told me that he was told to go there to say that there's still a problem. What?!? So why did you come if you can't fix it? AMPF tlaga! Aaargh!!!!

After 2 minutes, another tech came in... a younger guy holding a dsl box. Uy, mukhang promising.. may dalang modem. hahaha.. He then proceeded to check the connection. No connection obviously. Since he doesn't know how to use a mac. He went out and got his laptop and disconnected the old modem and used the new one. It worked! Thank God. I proceeded with checking the connection on Lappie and it worked too! But not the right speed. Okay I can live with that for now since I really hafta go.

The ending, I didn't let go of the tech support over the phone until I knew that I had a connection. haha.. They asked if there's any more problem. I reported that my landline is so hard of hearing.. hahah.. (mahina in other words..lol) They replaced it with no questions asked. My phone rang and another tech with them wants to talk to them. And so they were doing their so-called reports.. blah-blah.

Afterwhich, they called up another person who asked me a series of questions regarding the service and I really bombarded her with my lousy experience of their support.

So there you have it.. my lenghty post of their lousy internet service.