the call center apologized and told me their tech’s would fix the problem as soon as possible.

Called Wed morning asked them when their tech’s were gonna start working on my connection, The

call center employee said a tech would come to my house sometime today. Waited all day no tech

showed up. Called the tech support call center Thursday morning and told them no one came on wed,

the call center employee apologized and said i would now have to wait 12 days for another on site

visit.
I informed the call center employee that i would cancel my account before i wait a total of 16

days before someone from globeline to start working on my connection and that’s dependent on if

they even show up when scheduled.
Decided to stop wasting my time with the Globeline technical support hot line and went down to the

local office at 1pm. Talked to a rep about the problem and he made a phone call and told me a tech

would come to my house. A repair team showed up about 4pm and checked the telephone pole outside

and there was no signal which means the problem was between that pole and the facility box. The

tech informed me that they didn’t have a key to open the box so they would tell some other tech’s

to check the box on Friday as that’s likely where the problem was. Woke up Friday morning and my

connection has been finally fixed.
To recap

Tues – no attempt to fix my connection

Wed – no attempt to fix my connection and a no show on the on-site visit.

Thurday – Repair crew shows up at 4pm not prepared or equipped to fix a internet connection.

Friday – Connection restored at around 9am.

It took Globelines 4 days to fix a internet connection that could have been fixed in 15 minutes. I

had to call numerous times which were a total waste of my time and had to go down to the local

office in person to get them to start working on the problem.
As a customer paying for a service i find this level of service unacceptable and globelines needs

major improvement in the way they service their existing accounts.

1. I don’t need a call center employee to tell me their tech’s will fix the reported problem when

in fact no one is working on it.

2. When a on-site visit is scheduled it would be nice if someone showed up.

3. Reporting a no show from Globelines on-site visit the next day and informed that since the tech

did not show up i now have to wait another 12 days for the next available tech is just retarded.

4. When a repair crew goes to fix a connection problem they should be prepared and equipped such

as having a key to open a box.

5. Globelines need to staff their tech support call center with people who are able to do more

than and generate reports, they should be able to make a phone call and resolve problems instead

of saying sorry our tech didn’t show up but now you have to wait 12 more days for the next

available tech.

6. I should not have to call numerous times to coordinate the repair efforts on my connection, I

should not have to make a on-site visit to the local Globelines office in order to get a 15 minute

repair job done. If i had not done these things Globelines technical support hot line employee’s

would have me waiting 16 days for another on-site visit that they may of not show up for.

Results of ping test after Globelines tech’s work on your connection for 13 days

July 16, 2010 2:15am

http://www.msn.com
65.55.17.25
Location:United States
Packets Sent:21
Packets Received:0
Packets Lost:21(100% loss)
Response time Minimum: N/A
Response time Maximum: N/A
Response time Average: N/A

Calling Globelines customer service is equally bad now, high volume of calls (probably alot of people with complaints about their service) even after midnight i still get the auto message they are having high volume of calls and then placed on hold for a half hour and have to listen to their ad’s about their new super service (haha). Now this is if you actually get thru and not get a busy signal for 3 hours like i did trying to call in the morning.
Having to dial for 3 hoursthen placed on hold for a half hour and have the cs reps tell me the same thing every day that they are working on my connection and it will be fixed as soon as possible for the past 10 days.
Globelines has some serious problems with their service lately, not sure if they don’t have the staff to service their customers or if the people they have are just incompetent.
If they can’t fix a connection in 10 days and if i believe the customer service reps who say their tech’s are working on it then i would have to guess that they need to hire some professionals to replace the clowns they currently employ.
The sad thing is the customer service rep’s will continue read that lame excuse for weeks and try to convince you that they are on the job haha…Almost forgot they even said my bill would be automatically adjusted due to the ongoing facility repair which is a lie ( i really don’t know if the cs reps really believe that stuff they tell us) But i know for a fact globelines won’t automatically rebate my money for poor service so i don’t know why the cs rep are saying that.

A sample of Globeline’s dsl quality after their techs work on your connection for 10 days

Results of ping test to globelines

http://www.globe.com.ph
203.177.23.57
Location:Philippines
Packets Sent:24
Packets Received:7
Packets Lost:17(70% loss)
Response time Minimum:62ms
Response time Maximum:63ms
Response time Average:62ms
============================

Great job Globelines

here is my pingtest of my 3mb line.
http://www.pingtest.net/result/12555711.png

For a broadband service to be considered good, pings would have to be under 100ms but globelines can not provide that. My 266ms ping is to a node less than 50 miles away.
Details on the line quality D grade is “Most online applications will NOT perform well but should function in some capacity”.
Gee, thanks globelines for the top of the line 3mb dsl line that does not perform well.

to: owner of blog.
Nice blog. Keep posting handy info.