Globe Telecom
Reviews and Complaints

I want to lodge a complaint with my 4G LTE internet connection, we're suffering in a very poor slow connection for already months now my download speed is always 0.14 for download, I don't have any problem with upload but its not the upload we're paying for it's the download I'm also working in a telcomminications company which is Telstra so I have a background as technical support I want this issue to be fix I already called in GLOBE many times I didn't receive any updates or feedback to be this issue fix it's always a false hope, broken promise and false information I am a customer of globe for a long time and this is the worst ever situation I've encounter I just want to be fair as on our part we're paying for the service but we're not getting a good benefit, I am really disappointed and pissed of about your service please I need a feed back or I am gonna escalate this to NTC or Ombudsman

I don't know if this is worth the complaint but your representatives obviously do not know how to comprehend with the customer's concerns. Called 2882 hotline to get assistance in activating the Gcash card and talked to May employee ID Ztm05401, which I don't know if this is just a pseudo ID. It took us more than 15 minutes and placed us on hold thrice. By the way, my concern was: Gcash card number do not match the service number. After such time and unnecessary hold, she asked me to reset the PIN, I asked her if that will solve the card issue, she said no and just need to coordinate with the company who provided the Gcash card. She kept on interrupting me when I tried to explain something and frequently raises her voice. Globe, if you want to keep your name, deal with your service reps! Hope this employee will be reprimanded.

On June 18, 2017, I called up your hotline and requested for transfer of globe broadband unit and landline to another apartment in the same Brgy of Tambubong, San Rafael, Bulacan. Response of Globe hotline agent (reference PQC [protected]) was I get response within 3-4 days. I waited, until June 28, 2017 and updated my complaint (reference PQC [protected]).

Until now, there is no action yet and you are gently reminding me about my outstanding balance for payment. May I remind your office also to act on my complaint first?

Transfer the globe facility for me with account #[protected], or cut it permanently without obliging me to pay the disconnection fee of around 4, 000 pesos.

Thank you.

We asked whether wired DSL was available in our area and was told it was. When the installation team arrived we were told that only wireless DSL was available.

We reluctantly agreed to go ahead with the installation requesting the p1299 plan.

We were then told they could only install the p1099 plan but that at the end of the month we could request the p1299 plan and upgrade without a problem,

We applied for the upgrade (p200 a month more) but were rejected because we only had a p1700 credit limit. I don't know who set this limit but this is ridiculous.

We have over the last month exchanged over 40 emails with customer support and still have not been upgraded. The p1099 plan is hopelessly inadequate and the line speed I am receiving is pathetic (nowhere near the 2mb I pay for).

Customer support is unable to clarify exactly what they need in order to process the upgrade as it appears that me being retired is beyond the scope of their understanding.

To rub salt into the wound the inadequate plan has such a small monthly data allowance they keep throttling me back so it is taking 30 minutes to load a web page.

All of this aggravation and inconvenience for p200 extra a month for a plan I originally requested. Had Globe been honest with me I would NOT have subscribed to the inadequate plan but gone with Smart.

Globe is dishonest, their customer support is useless and their ability to provide an acceptable level of connectivity a pipe dream!

I have raised concerns against globe that my billing in incorrect. It has been my concern since Oct. 2016.

My contract with them ended August 19, 2016- then I renew it but they had wrong records and charged me with around 2600 (see attached) for early termination charged. I renewed and got Note7 in August and they told me that the early termination fee of 2600 will be reversed. But they recalled the phone. and then they tried to contact for replacement for a few times but they cant reach me and i did not get a call after. I have waited from october 2016 to early dec 2016 for my replacement but did not get any so I called them and they said that its okay if i file for termination since I did not get my phone. I bought a new one already. but my bill went so high as far as almost 36, 000 they said for early termination. They I called them and they reversed it, now I was left with almost 15, 000. Since early dec.2016 i did not use the sim card and finally I was able to successfully filed for termination on Jan 2017. then they processed it on April 2017. I am expecting to pay only my bill from Sept2016, oct2016, nov.2016 and dec2016 (1799 X 4 mos =7196) but i saw that I have to pay 15500 according to them. Hence they billed me from Jan2017 to april 2017 and the 2600 pre-termination fee before this new contract. I dont want to pay it because it wasnt not right. I filed another claims instead receive another bill that says my bill went up to 17500 .. I dont know who else to call to process this because I called them so many times and I had to wait for 45 mins more or less just to be accomodated.
Your help is very much appreciated. Thank you.

Hi tumawag ako sa hotline to chindi na gagamplain about my land line. 3 days ko na hindi nagagmit, na disconnect becaus of pending balnace. Last Friday, nag simula ako tumawag 7/21. na settle ko un balance same day. Na connect yung internet, land line hindi, . Everyday im calling for same issue, my land line, outgoing calls is disabled. I need it incase of emergency. Yesterday Sunday, I called in again may binigay na J.O for 7/29, mag escalate daw so ang sabi may Force technician visit ako 7/24 around 1-8pm; no one came. I called in today 7/24 around 8 pm to follow up on my onsite visit. . 1st representative disconnected the call, 2nd representative Jane Ztp 02453 I asked for sup call. sabi nung agent icoconnect na ko. I waited 45 mins on the line during transfer lang. Maria 2616, the supervisor i spoke is ver rude. not professional. I am furious when I talked to her, bec it took me 45 mins before I was able to speak to an avail supervisor. I even tried to dial using a different number, mas mabilis pa ako naka connect sa panibagong rep bago sumagot yung supervisor. I am admittedly irate nung kausap ko yung Jane at Maria, but I have my reasons. I just hope your supervisor knows how to handle her customer right. She sounded sarcastic, not even polite or respectful. I worked in the same industry, Im handling sup call, manager calls, but I never treated my customer the way she treated me. She's trying to stupefy my sounding sarcastic but I know better. When I told her I worked with the same industry and Im taking sup calls too, tsaka lang sya nag bago ng kaunti yung tone of voice.
All I need is a feedback. All I need is assurance na maayos yung line ko. Land line to be specific, it's the easiest way for them to reach me out. I know we have cellphones, but hindi lage may load. And again, it's the easiest way for them to call me. I would know if it's an emergency kapag landline yung pinangtatawag sakin. I'm working so I'm always telling them if it's emergency call me using landline. That way I would know if something happens with my kids.
My 2 kids both are sick, I have to go to work tomorrow. Im hoping to have it fixed ASAP! And do something about your supervisor have her under go a training or something so she would know how to handle irate customers properly.

[protected] this is my account number Queen V. Dandang

We've been complaining coming to your office almost everyday for almost 2 weeks now and your staff keeps telling that someone will visit our home connections to check what's the problem because since July 5 we no longer have internet connection and no dial tone as well, condidering we don't have outstanding balance

if this is the kind of service we are experiencing better disconnect our plan and we'll apply to other network provider

We can no longer wait when you will
take action on this otherwise we will seek help to the right authority which can take action accordingly

Regards,

Queen V Dandang

July 16, 2017 at 3:29pm
I register to globe "supersurf200."
But, it said that i'm still currently subscribed that's why I texted supersurf stop. after it stop, I register to supersurf200 but no response. 3:54pm, I register again in supersurf200 but it replied again that i'm still subscribe. so I texted ssstop again but it replied i'm registered but few seconds later it stops.

This is not the first time this happened to me but many times and i'm getting fed up with what is happening. I recently loaded P50.00 to register for a combo promo which cost P49.00. Then this text message from EN Factory (Text not Data usage) was suddenly received. To my dismay I was immediately deducted with P10.00, the timing is just perfect to ruin my day since i wanted to register to a service and be able to send message to love family but it happened the urgency of my message was not sent due to lack of balance to avail the registration. I am not sayin i've been robbed but i never subscribed to any of the promos so i should not be getting any deductions at all. This should not be happening as this is a direct violation to any users/customers. My number is [protected]. I know your data center keeps transaction and you can get evidence for yourself but this is my appeal stop doing this and you will never be faced with suits. Again, i never subscribed to any promos so i should not be receiving any unwanted promo advertisement.

I received the automated call from Globe about my bill on July 1st, morning. I paid the said amount, same day, evening via Gcash. Right after that, I sent a message on Globe facebook account to ask if my payment was successful. And have told me that once I received a confirmation message it means it was successful. But yesterday, June 8th, my connection was suddently disconnected. I sent message to Globe immediately, but I got no reply. So I decided to go to Sm Bacolod Globe store. I talked to one of the customer service to ask about this issue, and I was so shocked when she ask me to pay for 300 pesos for re-connecting my line. What for? I paid my bill on time. Why do I need to pay for that 300 pesos? She did not explain to me why was my connection disconnected she just immediately ask for 300 pesos to reconnect my internet. I refused to pay for she did not give any more details about it. She gave me the Globe hotline instead and told me to talk to them and ask for free re-connection. I did not get her name, but my reference number was A1011 July 8, 2017 11:08am Globe Sm Bacolod. After that, I went to another globe store near my apartment. She just looked on to the confirmation message of Gcash and immediately reconnect my line for free. That fast. No more fees. She also explained to me why this thing happened. So I felt confuse, why the two stores have different way of dealing with this issue? Why do I need to pay to the other store? That were the questions I have so I ended up sending message to Globe again via Facebook messenger, and look, they told me that re-connecting my line in any Globe store does not charge any amount. So what does that customer agent trying to do? That's definitely illegal and not good for the company. She maybe doing that to other customer as well. I really want to report that agent for her to learn her lesson. I hope globe will take action to this issue.

My mom encountered this problem twice in trinoma. The customer service assistant told her to fall in line and wait for the number to be called and her no. is 3.. It took almost an hour of waiting, and many customers were called but my mom has not yet been called so she keep asking the assistant why until now her number was still not called, (she just want the staff of globe to check her cellphone because it hanged and can't turn off to reset) Because of long waiting my mom became very upset and she talked to the assistant and the lady told her that they have a priority (online etc.. .) and the lady told my mom that she can go to the counter now. The problem is my mom was not informed that the customer service has priority. The line of priority and walk in is only one so it will take so long to be called. The assistant is not knowledgeable on what she's doing and don't know how to handle client's complaints.

Does anyone know how to effectively cancel a Globe account? I canceled my service, account [protected], in late March; with an effective date of 4/6/17. Inexplicably Globe turned off my service on 4/1 and I requested that it be reestablished and canceled on my original cancellation date of 4/6. Globe turned service back on and should have canceled the account. But Globe keeps sending me bills for an account that I cancelled twice. I've been chatting on FB Messenger and getting nowhere. I no longer live in the Philippines and calling internationally and being on hold for 45 minutes only to be told the same that your chat agent has told me, I.e., that I need to pay my bills - for an account that I canceled twice already. Calling a third time on an international line makes no sense. Does anyone know how or who I should talk to in order to effectively cancel this service?
Thank you.

I’m a customer for Globe Telecom for more than 2 years now and I wanted to file a complaint about how they treat me as a customer.

A few days ago, I submitted a request through online for payment extension for my balance which is set to due today (June 30, 2017) I have a pending balance of P22.00 and my balance is P3800.
Yesterday I called their customer service to ask for a reconnection since they have temporarily suspended my service after that my service was back. Today, despite of the payment extension I have requested they cut off my service. I called them back to let them know that I need my service because 3 weeks ago I was diagnosed with Testicular cancer and I need to call my doctor and it is very important for me to have a working service especially with the situation right now.

The customer said that they can’t do anything about it even their supervisor. Not unless if I will pay my bills, The reason I asked for a 4 day extension to pay my bill because I need to prioritize my hospital fees, and I am not asking for a year of extension, It’s only 4 days.

I hope they are very sensitive about this type of situation, This is very critical in my part, What If I need to call my doctor. ? What if I need to call my family to ask for help.? And I don’t have a working service

Nag load ako ng 50 pesos this morning a few minutes lang nag register na ako sa GoSurf 50 then nag reply yung 8080 insufficient balance na daw agad kakaload ko lang. Hindi rin naman ako umuutang ng load so bakit binawas load ko. Last time din 60 load ko nag register din ako ng GS50 nung nag check balance ako .5 nalang load. Grabe naman hindi po namin pinupulot pampaload pera din yun. Sana mabalik yung load. Thank you. [protected] this is my no.

Very bad queing service of globe telecom san lazaro...i received almost 10 notifications that im 3rd in the que ...went there and spent 45 mins and im still 3rd on the que...i left then still receiving couple of sms that i'm 3rd on the que after that my number is cancelled...where is 2nd and now available...for me i consider it as a very bad service for all customer service staff...

I am using a phone with dual sim. One for globe and the other for one provider in Norway. Lately, sms from Norway stopped. I disabled my globe sim and tried to register with globe with my foreign sim. I wasn't able to connect whatever I tried. I tried opening a chat and was directed to fb messenger. Wrote my concern, got an automatic reply that globe will be answer in a while. It was 6 hours ago.

We have been trying to call Globe for my re contracting for approximately 3 weeks and we receive the same response each time which is "there is no stock of iPhone 7 plus yet and will replenish the stock in 1-2 weeks". For the so called "loyalty service" we don't feel rewarded, unfortunately. Please stick to your promise to your loyal customers and replenish your stock/s already.

I'm planning to avail the 1799 for the s8 mobile however agent told me in sm fairview on your booth that i cant avail this plan since my salary is not 30k a month. I felt discrimanated because i can pay this [censor] per.month even its 2k per month. I'm almost a year in bpo and he said i should be 2 years employed I would like to escalate this and give me valid reason why i should not be qualified to avail that plan.

Your customer service sucks! Too incompetent and unhelpful! The supervisor named "france mina" hung-up on me when she was about to talk to me about my complaint! She did not even perform a call back to reach out. Kindly refer to this service reference #[protected]. I've been waiting on the line since 7:00 am this morning and was put on hold for 45 minutes. Until now I couldn't get through on your support hotline. Where is your sense of urgency? Extremely poor customer service!

Globe gadget care subscription which I didnt avail in the first place.
Its already my fourth time today to complain the same matter twice via landline here at Market2x and my second visit today for Customer Service at the same store as of my balance still no reversal of gadget care charges have been made

I hope reference no. below could help

Globe Post Paid Jan 25
Feb 22 Request to remove gadget card 1st attempt

May 2 request for reversal of gadget care globe
csr blaze
ref #
removal of gadget care 192733229A
adj [protected]

5/27/2017
Credit Back Charges
RAZ OF CONTRACTING DEPT
Ref#[protected]
299*4 1196
Validation 3-4 working days