It’s been several weeks after the deluge happened in the Metro and other provinces. As we experienced bad, disrupted Internet connection during the Habagat, we called up Bayan’s hotline after the incident. I’ve been using Wifi connection for my job as a blogger and other social media-related tasks everyday for quite sometime.
Before, I like their services because they urgently fixed connection-related problems. But recently, I was disappointed when they didn’t fixed our Internet connection for the past few days, and we waited for eight horrible days before our connection resume. Blinking lights on our DSL modem every hour and also no connection at all was our problem during the week.
Last August 19, while checking my emails suddenly it stopped and waited to regain our connection. But when I found out that there is no Internet connection at all after an hour, I called them up.
They said that their technician will visit our house and figure it out what really happened to our Internet connection. Me and my brother waited til five ‘o clock in the afternoon for the people who will fixed our connection. No one came. We’re hoping to restore it during the day.
August 20, Monday
We called them up and asked if the technician will fix our Internet connection problem. And around 5 o’clock in the afternoon —2 technicians came in. They checked the main box located few blocks away from our house. They told us that a lineman will inspect our line post. Still, no connection at all.
August 21, Tuesday
The next day while waiting for the lineman to check our line post, I decided to follow up our complaint. Got angry when the Customer Service Representative told me that the technician rescheduled the physical line checking in our area. And said that we were informed already before I called them up. We didn’t received any phone calls from them.
August 22, Wednesday:
As early as 8:30 in the morning, we called them up and waited the whole day for the lineman assigned here in our area to fix our problem. No one came. The agents who are talking to us for the last few days told us that their technicians and lineman will fix your Internet connection within the day.
August 23, Thursday:
The lineman came in. He checked our modem and fixed our line from the post. Afterwards, he left and told us if there’s a problem he still handling our complaint for 24 hours. Thirty minutes after he resolved our Internet connection issues, no Internet access at all. We called their hotline and asked to call the lineman while he’s still in the area.
August 24, Friday:
We called the hotline for another complaint. Same problem again. We called the hotline every hour as we’re totally fed up with their service, the technician came in. After he fixed it and we’re relieved from the anxiety we’d got from them for the past few days.
August 25, Saturday:
Our Internet connection cut off around 10 o’ clock in the morning. We called them up until they promised that the technician will check on our modem. No one came and we’re all dismayed towards call center agents’ action on this matter.
August 26, Sunday:
Around 3 o’clock in the afternoon, the technician finally resolved the problem regarding our interrupted Internet connection by changing the cable to our line post.
Just my two cents:
You must coordinate with your contractors whenever they will fix someone’s Internet connection. I was really dismayed on how your customer service agents administered the call. They can’t handle the complaint. And also, why does they can’t accept our complaint regarding redemption of almost 4 days of no Internet access to our next bill. They rejected it. During the span of 8 days of having no Internet connection, we didn’t use it. And dragging my name, I think they misunderstood what I’ve said on our previous complaints regarding this matter.
As I said, even before this problem occurred we experienced intermittent connection almost two weeks ago.
by Eccentric Yet Happy
I am also connected via Bayantel DSL and I feel your pain with regards to their customer service and complaint handling. Really, their 24 hrs span of waiting is just sick. I mean, would you be willing to wait that long, considering your main daily chores are online tasks? They got money to hire more people to improve their response time and deployment. Perhaps they should also cater complaints during non-regular office hours.
In Japan, minutes after you call an Internet provider, they’ll be knocking on your door and wouldn’t leave until they bring your Internet connection back online.
I already experienced that – days of no connection and sometimes, on and off. Whenever you call, you will be promised with a 24hrs span of waiting torture. Worse thing is, they seem to have the mindset of maximizing the response time. They usually come at the last hour of the waiting hours. WTF is that!
Before, people in the customer service can reset your Internet connection, ngayon hindi na. Nagpalit daw ng rules, pero wala naman silang sinasabi beforehand. Nalaman ko na lang nung minsan tumawag ako to request for a connection reset.
Disappointing!
dimaks | The Urban Walker
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