Globe Innove Telecoms Bandwidth Cap Customer Service Technical Support

Dear Interwebs

This is a summary of my engagement with Globe Broadband / Innove Telecommunications customer service. One of the recordings is posted below.



Synopsis:

We have been experiencing internet connectivity issues(slow) since the time we upgraded to 2mpbs. Our speed goes down to 500kbps/600kbps average from time to time. We called them and inquired why we are experiencing this issue after doing all the necessary troubleshooting on our end.

We found out that the reason why our speed goes down is because of the Globe's Fair Usage Policy. Under the current plan we are subscribed to, we are subjected to 5gb bandwidth cap per day. This terms and conditions we never agreed to since our upgrade was over the phone only. We were on a 1mbps plan unlimited(no cap) but the representative offered us a upgraged to 2mbps for only additional 2 pesos/4pesos(cant remember the exact amount) on our bill without informing us of the bandwidth cap. Again this is an over the phone upgrade, we didnt agreed to any bandwidth cap since our original plan was unlimited. We even asked the representative if there is any catch to this and the representative mentioned none.

The issue with this bandwidth cap is, we as subscribers do not have a way to know that we are already reaching the limit of our daily usage. Globe can put you on cap without your knowledge anytime, which is what happened to us.

We phoned globe customer service yesterday, May 9, 2013 around 3pm and we were advised by a supervisor that goes by the name of Rocky which spoke with us after waiting on the line for more than 50min that he will forward a escalation to expedite the reset of our bandwidth cap.

I mentioned to this supervisor that we never agreed to any bandwidth cap and it was only a over the phone upgrade and we were never informed by the representative about that catch, had we known about it we would have sticked to our original 1mbps plan which is not subjected to any bandwidth cap.

Moving forward I waited for more than 4 hours before i called technical support again and I was advised that there is no way for them to reset the bandwidth cap as clients needs to wait till 12midnight for the reset.(I have a recording of this which ill be posting too).

Unfortunately 8am the next day, May 10, 2013. We are still subjected to bandwidth cap and we were again advised by tech support to wait. We requested for a supervisor and I spoke with Norman and he advised me that he will file again a escalation to expidite the bandwidth cap reset. I also requested for him to send me a screenshot of how they determine that we already reached our bandwidth cap, unfortunately he told me that their email is for internal use only.

Bottomline, Globe Telecoms subjects their clients to their Fair Usage Policy without their knowledge(in our case the representative didnt informed us). National Telecommunications Commission(NTC) never approved any bandwidth cap policy yet Globe Telecoms is still enforcing it. And they are not even able to show proof to their client that they already reached their bandwidth limit, their only advise is to limit it and trust them that we as client's already reached our bandwidth limit.

This is not good business practice. Globe Telecoms is practically telling us that they are above NTC, that they can enforce rules which are not approved by the Commission. They trick their legacy clients to upgrade without their knowledge to be subjected to their so called Fair Usage Policy.

Globe's reasoning is to curb the abuses on their network, Globe Telecoms is telling us that they are penalizing all their subscribers because of the abuse of the few. In short trabahong tamad mas madali nga namang i limit na lang lahat kaysa itrace pa kung sino ang mga nagaabuse nang service nila.

I will be filing a class action suite against Globe Telecoms, concerned parties who wants to join us please email us at globeinnovetelecoms@gmail.com

Regards,