Harry Roque will not be short of horror stories about Globe and Smart

This is a most welcome congressional inquiry.

Kabayan Party-list Representative Harry L. Roque, in a resolution filed last week said, “The House of Representatives requests the major telecommunication providers, Smart Telecommunications and Globe Telecommunications, to explain why the Filipino people are not receiving the quality of service that they deserve and, to show cause why they should have the privilege to keep their franchises despite the same.”

Roque said Section 20 of Republic Act 7925 provides all telecommunication users the right to reliable services and conforming to minimum standards set by the National Telecommunications Commission, regular and accurate billing, and thorough and prompt investigations and actions upon complaints.

He reminded the telecom companies that they bound to comply with the provisions of general telecommunications and broadcast laws as provided by their franchises, as provided by Republic Act 7229 and Republic Act 7294, for Smart Communications Inc. and Globe Telecom Inc., respectively.

“Failure to comply with statutory obligations provided under one’s franchise is a ground for penalty, suspension, or removal of such franchise,” he warned.

Roque said, however, that “common experience would reveal that the services provided by major telecommunication service providers have been below standard or inadequate, as evidenced by poor signal reception, frequently dropped calls, unexplained exorbitant bills, and sudden and abrupt disconnection of contract services.”

Roque will not run short of horror stories from both Globe and Smart subscribers.

Our colleague in VERA Files, Feona Imperial is a post-paid subscriber of Globe. She was so stressed out last week as she could not send text messages. Every time she sent a text message, it would as “Failed” message.

When she tried to call up the person she was contacting, she heard a recorded message that her outgoing service has been disabled. Two possible reasons were given: unpaid bill or she exceeded her credit limit. Both were untrue: she had no unpaid bill and she did not exceed her credit limit.

She posted a report in Twitter. Globe did not reply.

She posted another complaint in Facebook. And she was directed where to report her problem.

She dialled 211 and a pre-recorded message voice told her that she had been disconnected and for her to pay her bills. But the payment deadline was not due yet, how come her service was disconnected? Included in her bill was a P900 share-a-load which she never made.

The service officer apologized to her explaining that there was a system error.
Her line was reconnected but last Wednesday, the same thing happened. She dialled 211 and the same conversation with a service officer took place.

The service officer told her they cannot guarantee it will not happen again because they are beset by systems error.
Ganun lang?

My own Globe horror story started last February and is continuing, I don’t know until when.
I have no signal one I’m inside out house. I cannot send or receive messages and I cannot call. I have to go out of the house to the street to be able to use my cell phone.

Last February, I posted my complaint in Facebook and Twitter. A Globe public relations officer asked me what she can do for me and I replied, “I only need one thing from Globe: service that I’m paying for.”

Globe installed a booster in my house for free because I told them that I will not pay extra for them to give me service that should come with my subscription.

The relief was temporary because after about three months, the booster was no longer working.

Susan Abaya’s travails with Globe is worse.

Susan said, her two-year old complaint has not been answered by Globe. “Bakit 10 taon sinigil kami — naka tack in sa statements ng asawa ko — monthly recurring cost na wala naman celphone na gamit. Ngayon na naman ayaw putulin line ng anak ko na nasa US na pilit buwan- buwan bini-bill recurring fee kasi may outstanding bill daw.”