PLDT DSL Helpdesk Rants
After a month of 1Mbps connectivity (see my post here) my DSL speed went back to prehistoric ages again.
As usual, I called the helpdesk last week, March 1 to be exact and they've told me that they will investigate this and will give me feedback within 24-48 hours. Wow that was fast (sarcasm). 48 hours elapsed and I didn't get any calls from them so I've called them Tuesday or Wednesday night. They've told me that they are having a system update and they can't access my records on their database but they have already created a ticket for this one. So ok, there's nothing can do so I patiently wait till Saturday. So I've called to them today to followup this issue and guess what they've said -- the usual stuff, that there's no connection problem in our area and that they will investigate it and give me feedback within 24-48 hours (you heard it right, it's the exact same line they've said to me last Sunday). And the most ridiculous thing I've ever heard is that in their database my package is still for 512kbps because we are still using their so called "old facility". Ok, I've told the CSR that I've already reported this one last January and requested it to upgrade to 1Mbps. That CSR told me that this one can not be requested, what the.. on my January call, it is one of the CSR who told me to report it on a number (I've forgot the exact number) but that guy said that they will process it. And yes indeed they've processed my request and that's why I've got a 1Mbps connectivity good for 1 month and now it's all back again to 300kbps. If our area is still using the "old facility" that you were talking then what do you call this:
Before:
After:
See the date and difference? You can control the bandwidth that will be distributed in our packages. Before I subscribed to your DSL way back in 2006, you don't have those terms "old facilities" and "legacy". And I bet during those times, all of your covered areas are using the "old facilities" way back then. Besides, during that time there's already a 1Mbps package so why can't you just provide that 1Mbps package to the areas who are using "old facilities". It is very unfair for us that those area that are using the "legacy" facilities are experiencing a 1Mbps while us only getting 300kbps at average at the same P999 rate. And all you will gonna say to us is sorry. We don't need an apology from you, we need a quality service from you which is why we are paying a high amount using our hard earned money.
As usual, I called the helpdesk last week, March 1 to be exact and they've told me that they will investigate this and will give me feedback within 24-48 hours. Wow that was fast (sarcasm). 48 hours elapsed and I didn't get any calls from them so I've called them Tuesday or Wednesday night. They've told me that they are having a system update and they can't access my records on their database but they have already created a ticket for this one. So ok, there's nothing can do so I patiently wait till Saturday. So I've called to them today to followup this issue and guess what they've said -- the usual stuff, that there's no connection problem in our area and that they will investigate it and give me feedback within 24-48 hours (you heard it right, it's the exact same line they've said to me last Sunday). And the most ridiculous thing I've ever heard is that in their database my package is still for 512kbps because we are still using their so called "old facility". Ok, I've told the CSR that I've already reported this one last January and requested it to upgrade to 1Mbps. That CSR told me that this one can not be requested, what the.. on my January call, it is one of the CSR who told me to report it on a number (I've forgot the exact number) but that guy said that they will process it. And yes indeed they've processed my request and that's why I've got a 1Mbps connectivity good for 1 month and now it's all back again to 300kbps. If our area is still using the "old facility" that you were talking then what do you call this:
Before:
After:
See the date and difference? You can control the bandwidth that will be distributed in our packages. Before I subscribed to your DSL way back in 2006, you don't have those terms "old facilities" and "legacy". And I bet during those times, all of your covered areas are using the "old facilities" way back then. Besides, during that time there's already a 1Mbps package so why can't you just provide that 1Mbps package to the areas who are using "old facilities". It is very unfair for us that those area that are using the "legacy" facilities are experiencing a 1Mbps while us only getting 300kbps at average at the same P999 rate. And all you will gonna say to us is sorry. We don't need an apology from you, we need a quality service from you which is why we are paying a high amount using our hard earned money.
Posted by
Henry
at
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