Our internet was not working since the 11th of November. I opted to wait for a day after the typhoon for it could possibly be just a short outage and the internet will come back again. My neighbor who is also a Converge User doesn't have any issue with their internet, So I called their hotline number which took me 1hr of waiting time to be able to speak to their tech support. However, every day I called their Tech Support they kept of spitting promises that never happened. I was told that they have a 28 to 48 hrs TAT, but it has been 8 days without any Internet. I am working from home and my work is already affected because of their failed service. TAT is not being met. I spoke with a tech support named Kurt who said will raise the ticket and he did, in good faith I trusted that they handled my complaint well, it took me another 2 days of waiting. Again, I called on 16th November and spoke with Manuel and was informed that Kurt failed to send it to their support team, he kept on promising to have this expedited and kept on telling me of their 24 to 48 hrs of TAT and then he said he will call me back at around 10 am to provide and update, but never received any call back. The next day I called again 17th November I spoke to Romeo who let me speak to his Supervisor Aaron who kept on spitting promises that he could never keep. He promised to have this expedited as usual as how the other Tech Support kept on promising. As usual nothing happens. Then yesterday, 18th November I called again to follow up with my ticket and spoke with Ivy who she said she was a Tech Support, she put me on hold for 5 minutes on a dead air, I thought I was cut off, she came back and told me, that they are having system issue and even told me this " Ma'am even us we do not have an internet" that what she said per word. What the heck! you are an internet provided and you do not have any internet, by saying that to me do you expect me to be calm. I have deadlines at work that need to be met! but this unprofessional way of handling customer is beyond comprehension! she then told me, that she will call me after an hour and that didn't happen.
Days pass and no response from them so I decided to follow up (still no response), I even message their messenger account to check on my ticket but after providing our converge account I never got a response either. Yesterday (November 17th) (Converge ICT) declared an outage and that it would affect a lot of consumers, but they posted a message saying the issue was resolved, but until now my internet connection is still not working it's still blinking that stupid red.
It has been a frustrating 9 days and counting and now I have received a billing statement for the billing period of November 1 - November 31, do you expect me to pay a service that never happened! I didn't even have an inkling of internet connection.