My experience with Globe Broadband DSL

I’ll share my experience with Globe Broadband DSL. I was a subscriber of PLDT DSL plus landline bundle for almost one and a half year, their service was ok.

However, I think that paying P990 for just a 384Kbps subscription is quite expensive and the internet is slow considering the maximum download speed was only 32Kbps.

I think that the internet speed was not good enough and does not suit my daily web surfing activities like watching naruto online, downloading. So I decided to upgrade it to P1300 even though there would be an additional P400 on my monthly expenses with only a 512Kbps subscription.

Again, even though it was upgraded and the download speed was doubled from 32 to become 64Kbps, still there are times when the internet was very slow I think less than 20Kbps download speed.

Mid of January 2010 Globe had this promo of Globelines Broadband Landline plus Internet (DSL) wired. It is almost similar to PLDT’s offer. The only difference is I’m going to pay only P990 for the internet speed of 1MBps that’s basically 120KBps download speed and 60Kbps upload speed it is pretty much faster than PLDT and It would incur me a savings of P400 pesos monthly.

Analyzing the situation with free installation so as the technician had said, I decided to avail the promo in just a matter of 1 week I had my new ISP (internet service provider).

One thing that made me feel bad was when the technician did not tell me that I have to pay 1-month advance subscription fee in my opinion it is somewhat a form of hidden charge. In terms of internet speed, it is always slow in the afternoon.

During the time I was writing this article I checked the download speed and it was only 17Kbps and upload of 3.5Kbps at around 5:40 PM. Occasionally there is a temporary internet disconnection that would last about a maximum of 3days and a minimum of half-day. From the time I subscribe to this promo, I encounter more than 10 disconnections.

Their technical support is good only from 8 am to 5 pm later than that you won’t be able to contact them. In my opinion, my subscription with Globe broadband DSL (wired) was a mess. How about you, can you share your experience?

* Sorry for the very low-quality picture. I took it using my very old Sony Ericson P1i

in Technology Trends in PH
36 comments… add one
  • josie

    that is a common problem with Globe, some of my neighbors encountered the same problem, pldt-dsl is much better compared to globe. my connection is dsl and been using it for almost seven yrs. I had very few problem with them. 1.7 mb and good for 10 PCs :)

  • Mylene

    You know, I’m also having a problem with my internet connection, but only today. I can’t identify if this a global problem, my internet connection problem or a Google problem.

    I’m giving up for now. Will just check tomorrow if everything goes back to normal.

  • Vanessa

    that is a common problem with Globe, some of my neighbors encountered the same problem, pldt-dsl is much better compared to globe. my connection is dsl and been using it for almost seven yrs. I had very few problem with them. 1.7 mb and good for 10 PCs :)

  • john

    dont like globe.. We subscribed to the P1,200 1mbps broadband (plus hidden charges), after 7 months or so we called the hotline to make a downgrade to P800 300kbs speed because the 1.2mbps they claimed was as slow as edge! To our surprise, instead of downgrading, globe added another subscription of 1mbps so that makes it 2 lines of 1mpbs. That is really crazy, we called them but they didnt do anything, our bill summed up to 6k pesos and we didnt and would never pay.. Today, they took the modem away. Globe is a monster.. Beware!

    • matt

      Hi John, Thanks for sharing. :-)

  • Louieric

    I’ve been a subscriber since June 26, 2009, getting and religiously paying a monthly bill from that “ass-hole” company for my Landline and 384Kbps Internet bundled subscription, but until now very unsatisfied with what those bastards are providing me.

    As early as a few weeks after the start of my subscription, I needed to call their customer care hotline because of unsatisfactorily performance of my Internet connection. I began experiencing slow, sloppy, and intermittent/unstable connection. Since then, I’ve been an avid patron of Globe’s customer care hoteline 171 and 173 and I guess nearly a hundred job orders were created, closed, and recreated. Talked to several Customer Service Reps, Chat Reps, some of their Supervisors, a few Technicians, and remember a nice conversation with Miss Josie Abad not too long ago. But as of this moment, a few days after upgrading my service to 1Mbps, for some reason I don’t have Internet Connection again (or may I say, very intermittent – I can’t have even a single hour not being disconnected). I called the hotline again and was informed by the rep that I’m not connected as per checking in their system. There’s no System Restoration in the area, my account is not suspended, my neighbors who’s also hooked up with Globe have their Internet working fine, and that the repair and possible on-site visit will be made later in the afternoon. Later in the afternoon???!!! I wasn’t able to log-in (again) for work last night because I don’t have a connection, and then I was be told it may be fixed in the afternoon? “may be”, WTF!!! Since this is a recurring problem, can’t this be expedited and fixed in the morning? I have to mention I’m a home-based worker, a Web Chat/Email Specialist who logs-in everyday for my job. I actually lost a job and nearly losing the only one I have right now because of the problem. I’ve been very patient for keeping the subscription (and my boss for keeping me) having this unstable Internet I’m getting from these liars. And I believe I’ve been cooperative enough to report every time I have a problem with my connection. Anyway, that’s what they always told me: “Call us if there’s anything we can help.” But for one year now, their Technical Team/Support group can’t pinpoint the root of this problem and have done nothing to fix it permanently. Every time I call, yes I acknowledge, that thier CSR’s were able to relay the message to their Support group. And their support group we’re able to send technicians and restored my connection… temporarily. ‘Coz after a few days or even just some hours, I will be disconnected again. And again, I’ll contact the Customer Care Department to seek assistance to fix the problem… a new job order will be created, the technician will check the facility, will visit me at home, go back to the facility to recheck, etc. We’re just going around in circle.

    I also requested an investigation be done on my account because it seems like something is not right. One of their technicians, Mr. Narcida from their contractor Teleserbis, along with a certain Mr. Rosales once told me that they’re suspecting someone is manipulating my connection. Because every time I reported a no connection issue and Mr. Narcida checked the facility (or the cabinet as what they call it) he found out that my line/wire was disconnected, physically, to the slot or port assigned to me. And that there is a different line/wire connected to it. He said that’s the reason why I kept on being disconnected from the Internet. This scenario happened several times and it came to a point that he told me “Sir, wala na tayong magagawa dito kundi tanggal kabit.” Mr. Narcida also told me they’re suspecting a former technician who may have done this, a guy with a last name Untalan. I even questioned him about that. A former technician who still have access to the facility? And whose line is being hooked there in replacement of mine? But until now, I haven’t heard from someone what the status of the investigation is.

    Also, I had a very serious concern on a wire-tapping incident happened on July 19, 2010, where I unexpectedly caught one of KTK Fujikura’s Technician, N. Lirazan, tapping on my line and calling another subscriber for checking. I confronted this person and called the Customer Service Department to file a complaint. But until now, I did not hear any feedback on that matter.

    I also thought upgrading my service to a better Internet speed will at least save my ass from these hassles and will provide me a long term, if not a permanent solution. But I’m wrong… As I am writing this, I’ve been disconnected again several times. So, I am thinking:

    • Is my subscription with Globe still worth keeping? Am I really getting what I’m paying for?
    • Will the root of this problem still be tracked down and fixed?
    • Is my privacy still protected and not being compromised?
    • Does Globe really cares for subscribers like me who have recurring problems with the Internet connection?

    I also sent an email to Mr. DJ Tolentino (Globe’s Customer Care Head) twice, but never receive a reply from him or one of his people until this very moment.

    To Globe: If you keep on neglecting your subscribers concerns (especially these types), I’ll promise you I’m gonna write and share this experience of mine to each and every blog and forums I know. And that you will continue to lose customers and eventually go down in no time. And if you’re really that fortunate enough to still be in operation for the next 2 years, I’m sure you’ll be the worst telco/ISP the Philippines by that time. So, you always tell us “Sorry and we apologize for the inconvenience it may have caused you.” In behalf of all the Globe subscribers who’s experiencing these hassles and still not being taken cared of – THE HELL WITH YOU!!! APOLOGY NOT ACCEPTED. WHAT WE NEED IS RESOLUTION AND A BETTER SERVICE. IF YOU CAN’T PROVIDE US A DECENT CONNECTION, YOU BETTER SHUT YOUR OPERATIONS DOWN.

    • ro

      Its 2019 now and this is still happening to Globe. I have the same nightmare with you in terms of dealing with Globe.

    • Chris

      If you are planning to get your account permanently disconnected, you should do so immediately. My DSL connection had a problem for several months and like you, I already obtained numerous report tickets but it was never fixed. Globe charged me for those months without internet connection before the permanent disconnection was acted on.

  • matt

    Louieric, Thanks for sharing your experience. You had worst experience than mine.

  • ktd

    My latest encounter getting my connection fixed. Called on Aug 10th 2010 reported no dsl signal, the call center employee apologized and told me their tech’s would fix the problem as soon as possible.

    Called Wed morning asked them when their tech’s were gonna start working on my connection, The call center employee said a tech would come to my house sometime on Aug 11th. Waited all day no tech showed up.

    Called the tech support call center Thursday morning and told them no one came on wed, the call center employee apologized and said i would now have to wait 12 days for another on site visit which is just plain retarded.

    Decided to stop wasting my time with Globeline technical support call center and went down to the local office at 1pm. Talked to a rep about the problem and he made a phone call and told me a tech would come to my house. A repair team showed up about 4pm, The tech informed me that they didn’t have a key to check the box so they would pass it on for someone to check the box on Friday.
    Woke up Friday morning and my connection working but download speed is only 30% or what it is supposed to be.

    To recap

    Tues – no attempt to fix my connection

    Wed – no attempt to fix my connection and a no show on the on-site visit.

    Thurday – Repair crew shows up at 4pm not prepared or equipped to fix a internet connection.

    Friday – A crippled connection (30% of the rated download speed) restored at around 9am . Reported the problem with the download speed, not fixed that day.

    Saturday – Called about my download speed again and informed of a area wide network problem. Told i would have to wait till they solved the network problem before anyone would be available to fix my connection.

    Sunday – Network problems continue

    Monday – connection restored

    I should not have to call numerous times to coordinate the repair efforts. I should not have to make a on-site visits to the local Globelines office to get someone to start working on it.

    I should not have to deal with incompetent call center employee’s who apparently think waiting 12 more days for another on-site visit after the Globelines tech’s failed to show up is acceptable.

    The sad truth is, This is the usual level of service that Globelines provides their customers.

    Think this is bad ? Last month was worse.

    • matt

      I thought I had the bad experience but it seems that there are worst case than mine. DO you have plan of getting a different ISP

  • trickz

    Actually, i never had an experience with wired globe and PLDT. I am using BayanTel DSL bundled with landline at only 1200 … and it was good…

    share ko din: globe tatoo is not worth it to have! so slow…

  • jhong

    dissatisfied globe user / customer. it seems our plight has reached DEAF ears. were not getting what we paid for. and worse GLOBE doesn’t really CARE, if anybody can initiate a signature campaign for dissatisfied customers, count me in 100%.

  • galit na galit

    pldt dsl subscriber for more than a decade since it started. it always giv es me problems alway slower than its suppose to be. last moth it was down for more than a week this month more than 2 weeks without internet. i finally had it disconected. and to think full payment every month. you will have to go thru a difficult procees to get back the money you paid for the service they did not give you.

  • alf

    It’s good to be reminded how bad globe is. I almost signed up for their WiMax service today. But after reading these posts, I think I’ll go for another service provider. Actually, I’ve already had a bad experience with globe’s internet service. I used to be a subscriber to their 1 mbps dsl line only package. The internet connection itself, when it was working, was great. The speed was blazing and the service could have been amazing if not for the annoying intermittent connection. The service goes on and off, very unreliable. Then I moved to another house and asked the customer service reps to schedule a service transfer, after 3 months nothing happened. Not even an phone call to tell me that they cant or dont give a sh!t about my request. I thought I was the only one experiencing this.

    I have another dsl line, a phone and internet package, with Bayantel. The internet connection is not as fast globe’s but their customer service is great. You can reach them through e-mail, phone and their tech support forum. I’ll stick with Bayantel for now since I have never had any issues with their service so far (except for the occasional outages).

  • Roland

    Did you ever try bringing this issue up with the National Telecommunications Commision? I think it is worth a try, as one of the poster suggested, a signature campaign should be initiated. Otherwise, they will only turn a DEAF ear.
    I feel strongly about this issue of “adverstised speed” not being delivered. If the NTC will not do something about it, then, we can assume that “politics is at play” as is always the case in the Philippines. Although I am not directly affected,somehow I feel the frustration whenever I am having a video chat with my kids in the Philippines, as signal tends to drop-out ,slow down and worst frozen image. I know that I am only one of the millions that shares the same predicament. So I think its about time to ACT, at least for you that are directly affected in the country.

  • antonio

    i’m getting the same problem. this is unacceptable. our only way of fighting back against this total absence of service is to use the social media like FB, twitter and get the word out. they should be forced out of business if they cannot provide their advertised service.

  • rodcudal

    I just had my “995 dsl broadband only plan” connected last month and had been consistently monitoring the “up to Mbps” commitment as advertised. I do the monitoring at night, dawn, morning and afternoon.
    Result of as suggested by Globe
    Ping – 138 ms
    Download – .7 to .8Mbps and never went higher throughout the test
    UPload – .61 Mbps
    I called up 211 and was informed that “as long as the Download does not go below 60% of 1Mbps (meaning 5.99 Mbps and below)” I should be getting what I paid for. They are referring to their ads that says ‘up to 1Mbps’
    CALLING DTI and NTC. Do you allow this kind of deception?

  • erick

    sir may i know your location? my globe line is about to be installed.. after reading all of these im crossing my fingers.. make it double since we no other isp provider in our area here in teresa rizal.

    • mattscradle

      Sir, sa tondo po yung location ko. Pero please try to read the comments kasi madami din po negative feedback sa globe broadband.

  • clifford zawel

    i have a 3 mb wired dsl connection with globe the speed test is 2.60 download and .85 upload and im about 800 meters from the local connection box. golbe was told by ntc in may 2011 that they must supply 80 percent of the customers internet download speed or face ntc fines. customer service says they only have to supply only up to 60 percent of the comesters internet speed . ntc is the winner here if you follow up . the closer you are to the local cabinet the better and more stable your conection will be . talisay city cebu customers wiil have a new fibre optics main server building on line on the srp near the new shopping mall in 2014. it will brovide fibre optics conections maby to car car from manduae.

  • Nineng

    I am practically looking for suggestions to whether which of the two would I choose. The Globe offer only requires me to give a cash-out of P500; while the other one would let cash-out with a bigger amount. I plan to setup an internet at home only because I need to use Skype for my job and Google as a research tool. Yeah, of course, I might be downloading and uploading medias but I may somehow do it at the office where there is better connection. Basing on my rationale, what do you think would be a better connection? I would not want to get interrupted in the middle of doing my job and get rambled when the Google crashes or does not respond. I just don’t want to be left whimpering on an unreliable connection. And can you verify if this review is updated?

    • mattscradle

      This review is already 2 years old and somehow obsolete since they already improve their service basing from my current experience. But if you want a reliable connection I would suggest you go with PLDT which was my previous ISP. They are consistent with the connection, the only drawback is their offering cost higher.

  • james

    GLOBE DSL is good. I subscribed to their 1299 plan for 2mbps. Cheaper compared to other ISP. I just dont like their free 1 mbps speed boost, because it doesnt seem true…But anyway, the connection is good enough. No buffering and other problems so far. I live in Maybunga, Pasig.

    • rob rivera

      i am also about to sign up for that same plan for 2mbps plus land line, free wireless router, and free installation. Have you had anything happen yet that you are unhappy about? i would like to know if the speeds are actually reliable and what they promise which is about 80% of the speed that is posted so according to that calculation, it should be around 1.6mbps. if you could please let me know your experience so far before i sign up, that would be greatly appreciated

  • mattscradle

    Hi Jammer, please call globe hotline to report your concern.

  • richel

    yah i agree globe has a hidden charges..
    me too the technician didn’t told my aunt too that theres a one month advance payments that i need to pay.When they came for installation i wasnt home so my aunt entertain them.. buy they never gave me any contract paper.. i went to globe to ask where is it.. and they told me y i didnt get it from the people who did installation i told them they didnt gave it to us and didnt told me or my aunt that i need to pay advance one month… i get upset because they cant even give me a copy of the contract why is that??? i dont understand

    Plus i encounter disconnections too for two weeks and its always cutting.. i used it for less than an hour and it disconnected already grrrrrhhh.. so finally they fix.. now i can use it but still not fast enough….

    I only get internet 999 dsl plan and now i want to have a landline with it and upgrade it to 2mbps but they will charge 500 to just put the phone.. just to put the phone? is it reasonable? tell me if it is… i am still in contract and i will upgrade my internet so it means i will pay them more and i need to pay 500? but im worried maybe they will do hidden charges again. it just feels like globe is ripping off

  • levan

    hello po…..i have a problem with my connection……since i used a globe broadband with ADSL2+Modem/Router….from 4 months i had used it i had no problem to it……….but now just around november 14 my problem started.i got no internet access and my connection stated as “LIMITED”………i got signals but i have no internet access……..WTF!…I didnt know the problem till my fiance called the CSR to know the problems with my connection…and they say that they have a system to be restored in my area …they dont even give notice on will just be surprise that u will have no internet access on the next day and so by then my fiance told them to cut my subscription to them but they say that we need to pay for it,,,,,HUH?!…..the contract is they need to give us a decent connection but they didn’t give it to us…and they just keep telling that sorry for the inconvenience we made….and always saying we will have a rebate on ur bill if it wil not be fixed within 24 hours…WTF!…SORRY BUT IM REALLY PISSED OF,,,though i have a dial tone on my landline but its not important in me…the most important is the connection…i am not paying for just the landline!!!,,,i am paying for the connection and if they cant give it to us then we better switch to other provider that can give us there hurry assistance to their customers…they are too DEAF EAR…they never give importance to their customers……..i regret that i choose globe….but if u could restore easily as what u called “SYSTEM RESTORATION ON MY AREA” then i’d be happy to get back subscribing ur provider………..

  • Jim Mountford

    First off, their web site is a confusing mess. I can not find accurate information and can not depend on anything being accurate anyway once I find it, which can take hours.

    Second, their store help is as bad as their web site. I don’t know what they are thinking, but some of them act like they got a day of training, they don’t know what they are talking about and just repeat the key phrases they are given.

    Third, their fair use policy is only in the fine print, they even say that on the web site. It limits my downloads to 1gb a day, yet they advertise heavily that their internet is without limits.

    Why they have so many internet speed options is beyond me. Apparently it is not about customer satisfaction, it is all about money. Why they can’t tell me on the web site EXACTLY what is included in any given bundle is beyond me too. It seems you sign up then find out after your locked into a contract you find out how much you’ve been screwed, again, it is about money, not customer satisfaction.

    Finally, I sincerely believe a class action lawsuit by their subscribers needs to be brought forth, with the aim, clean up their web site and disclosed exactly what a plan has. I certainly do not want to talk to a customer service representative that is probably badly trained, in which I will probably have to lose my temper to get final answers. I want it in black and white, not gobly-gook confusing bull. Finally, I want them to stop with their deceptive advertising. Unlimited internet means exactly that, not a fair use policy that says, gee everybody, you were stupid enough to sign up for this, what do you expect, the truth?

    • Adam

      Hi Sir Jim, thanks for sharing your experience with globe.

  • Ela

    Same goes when i was there in the philippines… My sister sued globe lines for illegal disconection without informing her. Plus the internet connection was almost three days not working etc etc. my sister is a lawyer and i can hear her talking over the phone in a good manner but the stupidity of the customer seevice makes her upset. Including the manager of customer service that time. Hahhaha that is thier style so that you have to pay extra for reconnection. Can you imagine before they disconnect, the guys who will disconnect it would simply knock in your door to inform at least the owner. No written notice as well… My sister is provoking them to show the proof since she been busy out of town hearings, my parents are home and they always keep whatever documents that arrives in our house. Poor service, poor Customer service thumbs down to globe service.

  • jc

    at first I chose pldt I paid 500 for the promo.but it took 5 days to install I refusd for the installation since they promise 48 hrs.I asked for refund.then I decided to choose globe the installation was really fast.but aftr 5 days of enjoying the connection was cut.I calld to the took 2 days bfore the technician visited the area but they did not fix it thy just told me the problem.accordng to them they don’t have available material for my connection schedule again another 2 days.again they did not fix they just told me that there is another problem.resched again another 3 days cancelled another 1 day cancelled because of network issue in our area.and I need to wait another 4 days.its almost 2 weeks and nothing good happened.

  • Gen

    Adam, I just read your post and would like to include it in my recent article which is also about my negative experience with Globe Broadband. The link of this article is somewhere at the bottom. Hope you can drop by!

  • poor Guy

    for me ….. Globe is very consistent….every night my internet connection slow down…. I have a 1099 plan…which is 2 mbps… and tonight when I checked it on speed test….. my DL speed is 0.06 mbps…. amazing right? you cannot ask anything more from Globe….that’s the best service they can offer…..cannot disconnect yet …i still have a lock in period of …i don’t know….a couple of months maybe?…. I just remember they have motto before
    ” Globe ..abot mo ang mundo” … i just learned that the real motto is ” Globe…abot mo ang mundo…….mabagal nga lang…” BAW..

  • Tim

    I haven’t tried PLDT but I’m thinking about it. I live FB Global City and for the past year Globe has been awful. 10-20 disconnects per day. They’re happy to send a tech, who claims to fix something different each time…then back to normal. More disconnects. It’s sort of a joke now. I think Globe has a serious and fundamental infrastructure problem it can’t fix but will not admit it. Save us Telstra! :)

  • Ian

    Good thing I came across this site and many others with the same theme. I almost made the same mistake a lot of you guys had made – almost signed up with globe.

    It’s just really annoying that there is really not many choices out there for subscribers.

    From what I’ve researched and learned from feedbacks from friends, globe is terrible with their billing and customer service. Their connections are hopelessly unstable too. I guess I’ll be staying clear from that company.

    Thanks people for sharing your experiences. Most probably saved me from a world of stress and woe.

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