I had to give one more push on the poor internet here in the Philippines. This letter below from an expat living here shows the frustration and anger felt. Remember, to live here and to maintain work links the internet has to work. It works fantastic in Thailand, Vietnam and even Laos is better. Come on Philippines..enough.
READ AND ENJOY
Here is the other letter sent by my friends, hand delivered to PLDT, Tagaytay.
Attn: PLDT Home Bro/Ultera Wi-Fi
To Whom It May Concern,
We signed up for the Ultera Wi-Fi program in January this year and have had nothing but problems and trouble since then.
I would also add that prior to getting this product we’ve tried just about everything else available over the last several years including the discontinued Smart Bro Canopy program with many of the exact same problems and excuses we continue to have now. Very slow speeds, many on-off service interruptions and with no real assistance from anyone at your outdated and out of touch company.
Almost immediately after beginning the Ultera Wi-Fi program we began experiencing slower speeds than we were promised to receive, but the main problem is constant disconnections and interruptions, many times within minutes of going online. This along with very poor customer service and follow through to address these issues.
We sometimes experience no service for hours at a time or it will just go on and off, on and off for hours. I use the internet for both business and entertainment. I also subscribe to a few online subscription services which all become impossible to use or access because of your poor and inadequate services.
My wife has called your offices at least 20 times, and visited your offices several other times as well…ALL with no results.
As an example, in April on 4.16 the service was interrupted 7 times in one day, on 4.17, 6 times, that means I’m being disconnected from customers, friends and services that I’m paying for, using your mindless technology.
Your internet speeds are about the slowest in today’s 21st century world. The Philippines ranks in the bottom 2% of the world for the slowest internet speeds and your company can’t even keep that on. PLDT and SMART both have a terrible reputation and obviously are only concerned with how much money they can make and screwing their customers every day.
Well, not anymore…you’re officially being notified for your Non-Performance. I have all the records over the past 4 months listing all the outages, calls and poor customer service responses. We’ve also spoken with supervisors who promise everything, but do nothing and don’t even call us back as they have promised on a few occasions to solve these problems. For PLDT Non-Performance is an understatement.
For over 4 years your customer service dept. has been telling us that your company is doing ‘technical enhancements’ whenever my wife calls your inept offices. Do you really think that you can just continue to tell your customers any old story you make up and they’ll just believe you? This is obviously not true as we’ve heard about the same problems from many other people and the same lame excuses for over 4 years now using Smart Bro, Sun, and now PLDT Ultera and the same with Globe too.
Exactly what ‘technical enhancements’ could you possibly be doing all this time and yet still have worse than ever service? Your so called enhancements have done absolutely nothing to enhance our service at all. All that’s happened is that it gets worse by the day.
You appear to have some of the biggest dimwits in a business you can’t seem to operate correctly at all, much like your phone services and satellite tv. You lie to your customers when you sign them up to lengthy one sided contracts and then continue to lie about your services and so called technical enhancements, when in reality you’re just another greedy corporation. Your business model appears to be one of greed and non-accountability.
The mystery to all of us is why would a internet service provider operate their business like this without correcting these well documented problems? It seems ridiculous, greedy, inept, anti-consumer and really anti-productive. Regardless of whether or not this is all done intentionally is irrelevant, it needs to be fixed. If your personnel can’t figure out how to fix these problems, then find qualified people who can. If you can fix it, but don’t, that’s inexcusable.
I’ve stated that we have all the dates and records showing how many dozens of times your internet service just cuts off. My wife has had to call your dumb company way too many times to get yet another reference number from your so called customer service dept. that operates as though it was still 1970…we have a very long list and huge collection of reference numbers and then my wife has to be inconvenienced yet again to call and receive credit for all the non service days of each month. This is ridiculous, a total inconvenience and will not be tolerated.
Here’s a list of service interruptions for the first 4 months of using PLDT/Ultera:
These only represent outages while we’re online…so I’m sure if we spent more time online those numbers would be even higher.
We also know we’re not alone in that many other people are complaining about the poor speeds and service interruptions too. People only need to leave the Philippines to discover what most of the world has for internet speeds and with much higher usage restrictions too. This again is the business model you choose to have, a cheap, greedy corporation that could care less about anything except profits. People can also go online to facebook or other web sites to discover the real truth about PLDT. One of the major problems is that PLDT will not expand their broadband capacity, in other words you continue to put 20,000 cars on one small street. So the system is constantly overloaded and with already slow internet speeds, we all suffer as a direct result.
Instead of being a modernized 21st company and industry with a satisfied customer base, you’re a greedy corporation with outdated equipment, poor service, unskilled labor and only care about profit and nothing else. Perhaps the Philippine Congress will soon act to break your corporate control and finally pass some legislation to force your company into the 21st century.
How in the world can you call yourself an Internet Service Provider? On a good day you can barely provide the dial up speed we had in the developed world back in 1995, that’s 20 years ago. You’re not a service provider at all, just the opposite. It’s 2015 and this is the best you can do?
The reality is that you’re just another Philippine company that can’t function at all in today’s modern changing world. The owners are greedy corporate takers and employ poorly trained and underpaid people that don’t have correct training or any idea how to run an internet service business.
According to your own customer service reps they’ve told us that many customers call in to report the exact same problems every day and yet PLDT refuses to address these problems. Wi-Fi systems aren’t that complicated and shouldn’t have these types of constant problems; it’s a simple system, except here. I’ve traveled all over the world and this is the only place I’ve experienced such inept, slow and poor internet services.
I’ve consulted with my attorney and if you do not fix these ongoing problems, it will result in our breaking your contract for your Non-Performance. You’ve breached your own contract.
A breach of contract is a failure to fulfill the duties under the contract terms. A contract can be breached in the following ways: One party does not perform as he or she promised. One party does something that makes it impossible for the other party to perform