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OPEN LETTER TO GLOBE AND BAYANTEL

Mr. Ernest L. Cu
President and Chief Executive Officer
Globe Telecoms

Dear Mr. Cu,

Good day. First of all, I’d like to congratulate Globe Telecoms for its recent acquisition of Bayan Communications (BayanTel). Our family has been a BayanTel subscriber for about 18 years now, and we are very much looking forward to Globe’s fulfillment of its promise that we will be able to have better service soon.

However, our family’s experience early this month under the new management has been very disappointing. Consider the following:

1) We are yet to receive our statement of account for the month of May. Despite that, our phone and Internet connection was suspended last June 3 because we failed to pay our bill on time. How is it our fault that we can’t pay the bill yet when we have no idea how much is due in the first place?

2) Under the previous management, we pay our monthly bill at the BayanTel Center in Ever Gotesco Commonwealth. Back then, we can finish everything in less than ten minutes, and that’s assuming there’s a queue. Now, that’s no longer the case. We need to go to the Globe Business Center at the UP Ayala Technohub to pay our bill (I know we can pay elsewhere, but it takes days before it can be reflected in the official records).

globe bayantel merger

Globe Telecom’s acquisition of Bayan Communication isn’t going smoothly for many subscribers

Just like last April, there’s only one or two personnel there to facilitate the payments as well as other customer concerns. The result? Customers have to wait for as much as two hours just to finish their business. That waste of time is so unacceptable.

3) As I mentioned above, our Internet access was disconnected for June 3 because of the late payment. As an online writer, every minute where I have no Internet access at home greatly affects my ability to work on my freelance projects.

I hope that Globe Telecoms will be a little more considerate when disconnecting accounts. And also, it makes no sense why customers have to wait for EIGHT HOURS minimum just to have their Internet access restored even after being able to settle their bills.

Before ending this letter, I’d like to say that despite receiving tempting offers from your chief competitor PLDT, our family is not yet convinced that switching telcos is necessary, especially since we’ve been with BayanTel for almost two decades now. Nevertheless, I am earnestly urging your company to take note of my suggestions for the benefit of your customers.

Yours truly,
@FilipinoScribe

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15 thoughts on “OPEN LETTER TO GLOBE AND BAYANTEL”

  1. Yin Talan says:

    We are in a computer shop business and it is very disappointing because in a month until now the connection is unstable we are paying 10mbps but when we check on speed test we only got 8mbps, aside from that we are experiencing days of no connection, they were checking on their system that we are connected but we really can’t connect. Also this affected our business because our costumer esp. gamers are keep on bad mouthing with the service (pu** lag) even when you use facebook we can’t even scroll down because its buffering. And sometimes there are dropping of speed we checked the speed 0.02 mbps.

  2. maria reyes says:

    Grabe na talaga pag merge lang ng bayantel at globe 2 months kaming walang internet connection my network issue daw. Eh ayaw namn i grant ang request ko na technician pra macheck tlga kong anu ung network issue. Tapos nagsisinungaling pa sila na marerestore na daw ang connection. inabot ng 2 months hanggang ngayon wala pa rin. At hindi sila makabigay ng exact detail kong kaylan marerestore. Saan kaya pwede magreklamo about this.

    1. VIRGILIO CONTI says:

      Below is my complaint against Globe Telecom/BayanTel which I submitted to ntccommissioner@gmail.com (Comm. Gamaliel A. Cordova of National Telecommunications Commission):

      COMM. GAMALIEL A. CORDOBA
      NATIONAL TELECOMMUNICATIONS COMMISSION

      Dear Comm. Gamaliel Cordova,

      I would like to file a formal complaint against Globe Telecom/BayanTel for its inaction on my reported landline problem.

      On July 12, 2017 (Wednesday), at 4:00PM, my daughter told me that she could not contact our home landline number 419-5332 from her school’s (Fairview Baptist Academy) landline. She wanted to ask me to fetch her and her younger brother as they were already dismissed from their classes at 1:30pm — much earlier than the usual dismissal time because of absent teacher.

      When we arrived home, I checked immediately our home landline to try if I can make a call. I then found out that our landline had no dial tone. I thought that the “no dial tone” condition of our landline was just a temporary problem so I hoped that the dial tone would come back within a day or two. Thus, I waited for the dial tone to come back until July 15, 2017 (Saturday). However, the dial tone did not come back so I decided to call Globe/BayanTel hotline number 730-1000 using our Palmera Homeowners’ Association phone. A certain Ms. Liezel (Globe/BayanTel customer service agent) answered my call so I reported to her my dial tone problem. She promised me that she or Aileen (another Globe/BayanTel customer service agent) would send me a text message to inform me the Reference/Report Number of my reported problem and I could expect that my dial tone would be restored the next day.

      It was already July 17, 2017 (Monday) but I did not receive any text message from Ms. Liezel or Ms. Aileen regarding Ms. Liezel’s promised Reference/Report Number. My landline’s dial tone was not yet restored as also promised to me by Ms. Liezel. Thus, I could not make the 3 very important calls I wanted to make on July 17, 2017 (Monday). I have no idea how many important calls to my landline 419-5332 I failed to receive due to the same problem.

      Using again the Palmera Homeowners’ Association phone, I called Globe/BayanTel hotline number 730-1000 on July 17, 2017 (Monday) to make follow up call on the status of my dial tone problem. This time, a certain Ms. Ishii answered my call and promised me that she would attend to my dial tone problem. Ms. Ishii gave me this Reference/Report No. RRQ-17070024206.

      On July 18, 2017 (Tuesday), my landline dial tone was not yet restored. Still using the Palmera Homeowners’ Association phone, I called Globe/BayanTel hotline number 730-1000 for the third time to make another follow up. A certain Ms. Nenette talked to me and told me that I should not worry any further because she would personally make sure my landline dial tone would soon be restored. She then gave me another Reference/Report No. RRQ-17070025318.

      On July 19, 2017 (Wednesday), my landline still did not have dial tone. I called Globe/BayanTel hotline number 730-1000 for the fourth time to make another follow up. A certain Mr. Carl talked to me and told me to wait as he would refer my problem to a more senior customer service staff. I had been waiting on the phone for more than one hour for Mr. Carl to get back to me but he did not, and then my phone call was disconnected. I called 730-1000 once more and a certain Mr. JE talked to me and promised me that he would be sending a service technician to my place to fix my landline problem. He also told me that he would text me the new Reference/Report Number relating to this promised service job.

      To my total frustration, today is July 20, 2017 (Thursday) and it is already 2:45 PM but I have yet to receive the promised text on the new Reference/Report Number and no service technician has come to my place!

      In relation to this complaint, I would like to inform your good office that I have no outstanding or unpaid bills for my Globe Telecom/BayanTel account number 708640870 or landline number 419-5332.

      In view of this complaint, may I request your good office to consider ordering or advising Globe Telecom/BayanTel to:

      1) fix my landline problem immediately without further delay;

      2) make the necessary adjustment to my Globe Telecom/BayanTel account number 708640870 billing as there has been no landline (419-5332) service from Globe Telecom/BayanTel since July 12, 2017; and

      3) respond promptly and positively to their customers’ reported problems.

      I am hopeful that you will favorably act on my complaint to protect Globe Telecom/BayanTel customers/ subscribers from the unfair business practice of Globe Telecom/BayanTel and to advance consumer welfare.

      Thank you, Sir.

      Sincerely,

      VIRGILIO C. CONTI
      Globe Telecom/BayanTel Account No.: 708640870
      Mobile Phone No.: 0933 413 4723
      Address: Blk 15 Lot 1 Langka cor. Macopa Sts. Palmera Homes Phase 1
      Sta. Monica, Novaliches, Quezon City
      Email Address: virgilio_conti@yahoo.com

  3. alvin says:

    nkaka bwiset mga representative nila 1 hour nko dto nag aantay ng one hour tpos sasabhin sa inyu sorry sir/mam kung gnagi nmin kayo..mag pldt na lng ako

  4. anj says:

    since we are also a subscriber of Bayantel a decade now i’am also dissapointed to the new management which is globe , before the service is fast as i call in customer service but now its almost 1 week and there’s no one to come in our house to check the status and regarding to internet is so disgusting super slow but when it comes to billing they are fast to present our monthly bill

  5. Chris says:

    Same here, we also got disconnected several times during the last half year because we never got our monthly bill from Globe. And then they charge whetaver PHP for re-connection… At our office we have a business line with static IP, now only working every two hours to 30min. Since two weeks nothing is happening. Globe has really the lousiest service on the planet.

    1. VIRGILIO CONTI says:

      Below is my complaint against Globe Telecom/BayanTel which I submitted to ntccommissioner@gmail.com (Comm. Gamaliel A. Cordova of National Telecommunications Commission):

      COMM. GAMALIEL A. CORDOBA
      NATIONAL TELECOMMUNICATIONS COMMISSION

      Dear Comm. Gamaliel Cordova,

      I would like to file a formal complaint against Globe Telecom/BayanTel for its inaction on my reported landline problem.

      On July 12, 2017 (Wednesday), at 4:00PM, my daughter told me that she could not contact our home landline number 419-5332 from her school’s (Fairview Baptist Academy) landline. She wanted to ask me to fetch her and her younger brother as they were already dismissed from their classes at 1:30pm — much earlier than the usual dismissal time because of absent teacher.

      When we arrived home, I checked immediately our home landline to try if I can make a call. I then found out that our landline had no dial tone. I thought that the “no dial tone” condition of our landline was just a temporary problem so I hoped that the dial tone would come back within a day or two. Thus, I waited for the dial tone to come back until July 15, 2017 (Saturday). However, the dial tone did not come back so I decided to call Globe/BayanTel hotline number 730-1000 using our Palmera Homeowners’ Association phone. A certain Ms. Liezel (Globe/BayanTel customer service agent) answered my call so I reported to her my dial tone problem. She promised me that she or Aileen (another Globe/BayanTel customer service agent) would send me a text message to inform me the Reference/Report Number of my reported problem and I could expect that my dial tone would be restored the next day.

      It was already July 17, 2017 (Monday) but I did not receive any text message from Ms. Liezel or Ms. Aileen regarding Ms. Liezel’s promised Reference/Report Number. My landline’s dial tone was not yet restored as also promised to me by Ms. Liezel. Thus, I could not make the 3 very important calls I wanted to make on July 17, 2017 (Monday). I have no idea how many important calls to my landline 419-5332 I failed to receive due to the same problem.

      Using again the Palmera Homeowners’ Association phone, I called Globe/BayanTel hotline number 730-1000 on July 17, 2017 (Monday) to make follow up call on the status of my dial tone problem. This time, a certain Ms. Ishii answered my call and promised me that she would attend to my dial tone problem. Ms. Ishii gave me this Reference/Report No. RRQ-17070024206.

      On July 18, 2017 (Tuesday), my landline dial tone was not yet restored. Still using the Palmera Homeowners’ Association phone, I called Globe/BayanTel hotline number 730-1000 for the third time to make another follow up. A certain Ms. Nenette talked to me and told me that I should not worry any further because she would personally make sure my landline dial tone would soon be restored. She then gave me another Reference/Report No. RRQ-17070025318.

      On July 19, 2017 (Wednesday), my landline still did not have dial tone. I called Globe/BayanTel hotline number 730-1000 for the fourth time to make another follow up. A certain Mr. Carl talked to me and told me to wait as he would refer my problem to a more senior customer service staff. I had been waiting on the phone for more than one hour for Mr. Carl to get back to me but he did not, and then my phone call was disconnected. I called 730-1000 once more and a certain Mr. JE talked to me and promised me that he would be sending a service technician to my place to fix my landline problem. He also told me that he would text me the new Reference/Report Number relating to this promised service job.

      To my total frustration, today is July 20, 2017 (Thursday) and it is already 2:45 PM but I have yet to receive the promised text on the new Reference/Report Number and no service technician has come to my place!

      In relation to this complaint, I would like to inform your good office that I have no outstanding or unpaid bills for my Globe Telecom/BayanTel account number 708640870 or landline number 419-5332.

      In view of this complaint, may I request your good office to consider ordering or advising Globe Telecom/BayanTel to:

      1) fix my landline problem immediately without further delay;

      2) make the necessary adjustment to my Globe Telecom/BayanTel account number 708640870 billing as there has been no landline (419-5332) service from Globe Telecom/BayanTel since July 12, 2017; and

      3) respond promptly and positively to their customers’ reported problems.

      I am hopeful that you will favorably act on my complaint to protect Globe Telecom/BayanTel customers/ subscribers from the unfair business practice of Globe Telecom/BayanTel and to advance consumer welfare.

      Thank you, Sir.

      Sincerely,

      VIRGILIO C. CONTI
      Globe Telecom/BayanTel Account No.: 708640870
      Mobile Phone No.: 0933 413 4723
      Address: Blk 15 Lot 1 Langka cor. Macopa Sts. Palmera Homes Phase 1
      Sta. Monica, Novaliches, Quezon City
      Email Address: virgilio_conti@yahoo.com

  6. willy says:

    sir paki naman dial tone 4334803 wala parin dial ton isang buwan na ano bayan bayante globe grabeeeeeeeeeee naaaaaaaa

  7. James Bond says:

    lalo lng nasira yun bayantel since nag merge sa globe wala kwenta customer service nila, tapos isang buwan na kaming walang dia tone tapos yun internet namin paputolputol. sayang lang binabayad namin tsk tsk sana malugi nalang ng tuluyan yan.

  8. irene says:

    I thought kami lang ang may problema, madami pala ang nakaka experience the same sakit ng ulo ng merging ng Globe at Bayan, 1 month kaming walang net, just imagine kung gaano kabagal ang service nila. It takes almost a month bago nagpunta ang gagawa. Then nung nagawa naman unstable ang connection, up to now ganun pa din, pag tatawag naman kami sa customer care they will tell na pupuntahan na lang.

  9. giepol says:

    Ganun din nangyari sa amin mag isang buwan ng walang dial tone pag tumawag ka sa costumer service mag antay ka pa ng matagal super sayang lang ang binayad ko sa kanila nakaka imbyerna na hindi na maganda ang serbisyo,talagang nagmumura ako, putang *** na yan, maayos akong nagbabayad.

  10. MARIA TERESA QUE says:

    Ever since Globe acquired BayanTel our phone line went dead. They keep charging every month and now the bill has ballooned despite repeated attempts on our side to disconnect the service. Before the merger we enjoyed good service from Bayan Tel for more than 10 years. Can we complain to the NTC about this?

  11. samantha says:

    i feel all your sentiments if i only have a choice to switch ginawa ko na kaso walang line ng pldt dito sa area namin. Globe really sucks. just now nag self service reconnect ako wala pa din yun pala sabi di raw nag reflect pa sa system nila kaya they need to ask my payment details again.. napa mura ako sa galit…. sorry sa agent pero ginagago na kasi tayo nila.. they make all excuses para mapatagal reconnection at di ko fault yun na di nagreflect sa system. when kayo magbabago.. i have a friend who works at globe malaki daw talaga prob nila sa customer service umalis na sya a years ago up to now yan pa rin problema nila. puro sila meeting ng meeting wala naman nagyayari kaya sa stress at nawawalan na sya ng quality time nag resign nalang sya. laki na ng problema nagdagdag pa i merge ang bayantel di p nga naayos kumuha pa ng isa pa.. and it even getting worst tapos puro charges pa………

  12. Antonio Bautista says:

    Although we are willing to pay our monthly bill early, we are not receiving our statement of account to remind us. We have a busy schedule and there are more important matters to tackle daily than to wait for our monthly billing from Bayantel (now Globe). As a paying customer, it is part of their obligation to send the monthly billing early so that we can be reminded. I only noticed this when Globe took over Bayantel. I hope that they do something about this matter since PLDT has been calling us, offering their promotions and everything. It is not a threat, just a friendly advice, since we have been a loyal and responsible Bayantel customer since we decided to have an internet connection subscription aroung 10 years ago.

  13. batungols12 says:

    All I can say is that they are giving us a very POOR service!

  14. Maggie Rivera says:

    same as here. putol ng putol wala namang mabigay na bill, magbabayad kana nga pahihirapan ka pa maghanap kung san ka pwede magbayad. matapos maputol at magbayad, dimo alam san ka tatawag para sa reconnection…. dyos miyo ,,, pahirap.

  15. anna says:

    may cvapping na sila,ang tagal na rin naming subscriber pero ngayon mas lumala,puro disconnect nangyayari sa net namin at ang bagal may araw na every 2 hours nawawala net, may araw halos kalahating araw,ok lang sana kung browse browse lang eh pano kung may dinodownload o kaya naglalaro ka..2 technician na ang pumunta dito,lagi sinasabi ayos naman ang linya modem,baka sa network ichecheck,yun pangalawang tech ang tagal kami pinuntahan,tapos yun pinakalast na tawag biglang sabi ng nakausap namin kaya bumabagal at nagpuputol putol naconsume na namin un 30g ba yun..nagulat kami kasi unli kami sa bayantel sana manlang iniinform nila,tapos sabi aayusin anlang daw kasi nakaprogram na ganun yun net namin,yun pala unli kami,,ano ba yun,,malamang yun mga tech na nagpunta dito alam yun,di lang samin sinasabi nun nagcheck dito kasi wala sila masagot samin kung bakit ganun ang net nun nandito sila nakakadismaya

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