I've been a subscriber of Globe and currently, both PLDT and Converge ICT. I've been connected to the internet since 2010 with my 3 mbps DSL line.
Last April 2021, Converge ICT became available in our area in Nagpayong Pinagbuhatan Pasig City. So I switched from DSL to Fiber at P1,625/month for 100 mbps.
I have no issues with speed. However, with reliability and dispatch issues, that is where Converge is a big pain in the butt. Unlike Globe who gives a specific date of the dispatch, Converge ICT doesn't. Whenever they schedule a dispatch, they would always say to monitor a call from the tech within 24-48 business hours.
This is not the first time that my net from Converge went down and it both cases, it's a pain in the butt to have a tech visit. My last tech dispatch last month took 1 week for it to happen.
After a week of no internet, I requested for a rebate to the time that I have no internet -- for a week. So I got a ticket number for the rebate request. I thought I'm going to see that rebate in the next billing cycle.
To my surprise, it didn't not reflect any. So I made a follow up via FB Messenger and Twitter (their phone number is hard to reach when I call using my mobile phone).
Today, I got an email that my rebate request was not approved because it should be requested at least 6 days after the internet is restored. I was like -- WHAT THE F*CK!
I never experienced anything like this with Globe and PLDT. To add salt to injury, whenever I chat with Converge ICT via FB Messenger and Twitter, I have to repeat my information all-over. It's always starting from scratch.
I understand that internet connection goes down and this happens to all ISPs -- but the way Converge handles dispatches and rebate request is a whole new level of pathetic customer service. They are absolutely the worse among the three.
I am determined not to renew my contract with them for this kind of customer service. Subscribers doesn't deserve such poor service.
Look at this pathetic answer. So Converge ICT only provides rebate for no internet connection if it’s more than 6 days. Not to mention that the representative cannot pinpoint me where exactly this policy is written. Such a lame customer service from Converge ICT.