So I want to share my nightmare and to spread awareness on how PLDT Ultera sucks. I think for about 4 years, we were loyal SmartBRO subscriber. We never had problems, we’re used to it being slow but we’re not complaining. For as long as it works, we’re okay.
But early this year (2016), I received a phone call from PLDT that they will replace our existing SmartBRO canopy with their all-new PLDT Homebro Ultera. They said, it’s a free upgrade because they’re going to phase out all SmartBRO canopy in the country. So I had no choice but to say yes. For the first few months, I had no problem. I was really satisfied and it was really fast. I’m very happy with the upgrade.
Then little by little, I’m experiencing tolerable problems like inaccessible important websites like Apple Support or Paypal or Skype is not working. A little backgrounder: I work from home and I use Skype on a daily basis to connect with my clients abroad. So when I’m having those problems, I’ll just restart my router, then voila! The problem is gone, and I’m back to work.
Then, my nightmare started last October 2016 when restarting the router no longer works as a solution. But I’m a very patient person. I don’t complain unless I really have to. I always look for options and solutions first before I complain. So whenever I can’t access important websites, or I can’t connect to Skype, I just use a different internet connection. I connect my mobile phone to my laptop and I tether my mobile provider’s LTE signal to access the internet. Note: I’m using Globe. I’m okay with that since I just need to access a few websites, send an email or chat on Skype. I can get through the day with the hopes of my PLDT Homebro Ultera will be better the next day.
But it didn’t.
November 2, 2016:
I sent @pldt_cares a tweet regarding my complaint
November 3, 2016:
My tweet was ignored, so I followed up.
November 4, 2016:
They’re still ignoring my tweet, so I followed up again.
And finally, they replied:
So it may look like they sent something useful, but their DM only goes:
So I sent the screenshots and the links right away together with this messages:
November 6, 2016:
I patiently waited for action or even reply for another 2 days and this is the only thing that I got:
November 10, 2016:
I got really mad. The internet connection worsened. I even got disconnected in a middle of an important client meeting, so I sent this tweet:
And yes, as expected, 2 days and no reply.
November 12, 2016:
After 2 days of waiting, this is all I got:
November 14, 2016:
I also waited for another 2 days. I’m actually giving them time to fix it. But I realized, this is really getting ridiculous. So I posted another tweet:
I will not go further into details but let’s put it this way: I will get mad and tweet them. Then after 24 to 48 hours, they will reply with the same thing. Then I will get mad again, then after another 24 to 48 hours, they will reply again with the same thing over and over. It’s a frustrating cycle.
So after 7 days of no action and just apologies from them…
November 21, 2016:
This was my last tweet before I posted this article:
And these are their last frustrating replies:
November 22, 2016:
I still experience the same damn thing. Skype is useless, Facebook Messenger is erratic, some websites are really slow that I need to restart my router over and over.
An open letter:
I use your internet services for work. I’m a freelance Artist, Programmer and work from home guy who takes care of my parents. I’ve chosen this lifestyle because it’s more convenient working from home. I was able to take good care of my mom before she passed away and work from home at the same time.
Internet and Skype is my only source of income. With your disappointing services and lame customer service, I had to drive all the way to a coffee shop just to get my work done with the hopes of a better internet connection the next day. But nothing’s happening, not even a single slight improvement. I’m trying to save money, but instead of saving, I’m spending my earning for gas and expensive coffee just to have a decent internet connection. Or I even top-up my Globe mobile phone for a day of internet. And sometimes, I need to wake up very early.
So can you imagine my frustration? And you’re not doing anything about it. Records show, I’m a very loyal customer and I pay my bills on time. I am not asking for a refund. All I’m asking is for you to fix your services and hopefully get what I pay for.
This is really frustrating.
I will be sending the link of this article to PLDT Customer Service via Email and Twitter, to the National Telecommunications Commission, the Department of Trade and Industry and all online newspapers. I will not make money for this, and this is not to make me famous. I just want to spread awareness and hopefully PLDT will finally do their part and fix my internet.