Converge ICT Solutions Inc. Complaints

Im working as customer service. Its 4 days already i cant work because of poor internet connection. This is not acceptable i need compensation for the 4 days that i didnt work. Im paying for 25mbps and i got 1mbps to 4 mbps.

I've been waiting for the wifi installation since August 19, 2020.

2 line man already visited my location to install but they weren’t successful doing it.

Their first reason was the source of connection, which is according to the linemen is far from my location. So they said that they will go back.

Last Friday, Sep 30, they went back to install and they said that there is already “FULLMOP”.

My concern is why are they diagnosing the problem on different visits? Why cant they go in 1 day and fix the problem??
I work for the DILG and I’ve been meaning to make a formal complaint on this as well! Please be responsible and do your job.

Good day!

I applied for refund since my I canceled my installation because it took you too long to install the service. Now it's taking too long for you to refund it..

account# 0020230874099

It's been more than a week since our connection was lost! Sept. 24, 2020 until now! We were able to talk to an agent Ken and all that he can say is that he will escalate the concern but until now no concrete plan whatsoever on how they will fix the connection. I will not pay the days were there is no connection when SOA arrives. Please fix your services. It feels like you people are a scam!

I already paid the security deposit fee using account #0020230744531. Internet was installed on July 26, 2020 with a new account #0020230879379. I thought everything was fine until i got my copy of my 1st bill. Security dep was still reflected until now on our 2nd bill. Still sending follow-up through email, and every other day called to click2talk. Today, Converge texted me saying that my 1,500 balance is due on October 11. I already contacted your agent and confirmed that my internet will be disconnected if payment was not settled. What will I do now? Your agents just tell me that they will follow-up my concern on billing department, 1 month and counting and still no actions. Please resolve this. Thank you

I have been waiting for almost 4 months but my site transfer isn’t completed until now. You agent initially advise to suspend my account instead of using the same port where I was connected which is just 190 meters away from our new apartment. Couple of the ticket number has been closed because of this. But they created a new ticket 002177475 however your agents (JohnPaul, James, Cath and few others) claimed that the site request has been forwarded to the installer but the service is still not installed. When will you do your job????

We already pay P2500 last june 2020 for the installion of our converge plan but upon checking there is No BOX near in our area. They did not told us how to refund the payment. Until now there is no update from your office.

5 DAYS WITH NO INTERNET!! Please fix asap! PON is in green light already after a connection down yet, it’s been 5 days but the internet is still unconnected. Weak Security is popping up when trying to connect and a notif that our connection is interrupted. Please fix asap! I have wasted money trying to call your landline, messaged your FB account and raised a ticket twice yet i have received NO RESPONSE!!! I AM PAYING YOU ON TIME !!!

Area: Naga City, Cam. Sur, Bicol.

This usually happens 2-3 times a week, usually on Tuesday, Thursday, and Friday, and this has been happening for five (5) months now. Starting around 2 or 3 in the afternoon, there's no internet and it would be fixed the next day. Imagine no internet for more than 8 hours a day when you rely on it for work/school. Please fix this! This problem has been around for too long and there's still no action!

Its been 2 weeks since we had no connection i sent and email called their hotline and filed a ticket, ticket got resolved but their service never reconnected .

No connection for more than 3 weeks. We are contacting them everyday and all we get is an instruction to restart and wait fow hours. Account is active but needs configuration according to them. Now they want me to pay my bill for Sept.

Very poor customer support
Neglecting their responsibilty
FRAUD

I applied for internet connection last July but up until now October they still didn’t install my internet which I already paid. I’ve been trying to contact them bia email, call using landline and click2call in their website but no one is answering me back.

Hi,
Please advise why there is no available SOA since May 2020. I started subscribing since May 2020 and I did not receive SOA until now. All my email addresses and contact info is correct. I checked from get-soa.convergeict.com, and there is no available SOA. Please help.
Account # 0020230714396

Hello Converge,

I hope you are well.

This is to request a refund of 4,000 PHP for our supposedly installation for your service.

We understand that due to ECQ/MCQ, you're having a hard time to cope with a lot of applicants/users, however, we waited long enough for the service and our patience has limit. It's been 3 months, but we still do not have internet service from you.

We need a faster internet service urgently since we are working from home, so we applied to another ISP. Since we have 2 internet service provider now, we no longer need a third one.

Please expedite and escalate the refund process. Again, it's been 3 months.

Our application ID is #SS-07-1237770

Looking forward to your kind assistance about this matter.

Thank you.

Converge has failed to meet their end of the deal by not providing millions of Filipinos with reliable and fast internet connection that we all have been paying for. They have no customer service support and no one is answering any of our complaints. We’re getting billed for a service that doesn’t work.

ang tagal ng process,2 months na ung for installation hanggang ngayon di pa nakkabitan, ang dameng tumatawag na magiinstall di nmn natutuloy

The online class is about to start on October 5 but i still don't have internet installation i was inform by the representative that i will be contacted within 48 hours after the ticket submitted but no calls at all i'm pissed off i want to be refunded for the payment i made.

No Internet Access since September 6,2020 after an upgrade happened requested by my sister last September 5,2020. After this happened, I called Converge almost everyday to fix the issue. I cannot even remember how many agents I’ve talk to. They all have the same resolution, and that is to wait within 24-48-72 hours for the technician to go at our house and fix/replace the current modem/router that we have. There are couple of times that their agents will put the call on hold for a very long period of time and never hear from them again then the call will disconnect. I will never forget the agent named “Yollo” who ask for my account number then place the call on hold then disconnect it, He is such a rude representative that doesn’t even have a willingness to help their customers in need. On the other hand, the Mariveles Team of Converge ICT is also a mess. There are no response either thru text or call on all the contact numbers that they are providing to their customers. How we will resolve the issue wherein the consumer’s provider is the one not cooperating. My parents are both senior citizens already, we all know that they are not allowed to go outside because of the pandemic. Having this kind of inconvenience really making us feel disappointed. We are using Converge service for 5 years and this is the first time we reported a concern and up until now, there is no concrete solution that they can provide. To add up, the said provider also took away our Cable Connection dated September 28,2020. I called again last September 29,2020 and one of the representative told me that there is a possibility that the replacement of modem and cutting of the cable connection is due to the unpaid balance that we have dated September 15,2020. I verified if what is the covered dates of that unpaid bill, the agent advised that it is for the whole month of September 2020. I clarified that this issue started September 6,2020, and it happened BEFORE the due date of our bill for the month of September. If the said company already fix the issue before September 15,2020, of course we will settle our bill like the usual thing that we do. There is no resolution even a callback, email or message coming from them as of now. I do hope this will be fix. We don’t have to beg because we are paying our bills right, this company must do their part too.

Everyone,

I am very sorry for this company is treating you.
The truth is, they really don't care about subscribers. They only connect people who are somewhat insiders or very easy to connect. Me and my colleagues were TOLD not to follow up anyone's complaints. We were also told to just ignore refund requests, installation requests, repairs, slow connection issues until the customer just gives up. The reason for the endless IVR and hold times is so that customers will give up. They don't check if people really are in their coverage area.

Converge makes people pay the upfront fee in order to use the funds to try to expand, without actually connecting anyone, thus the reason for IGNORING refund requests.

I was disgusted with the ethics of this company, the work place is VERY VERY toxic and we are not allowed to tell customers/applicants what is really going on.

FUCK YOU CONVERGE. GIVE ME MY MONEY BACK!

I finally reached a CSR after waiting on hold for 30 minutes, going through every single option of your IVR prompts, I was calm and polite, because i know its not the CSR's fault, but when i requested the refund for my down payment because of nothing happening, the CSR JUST HUNG UP! FUCK YOU CONVERGE