No Internet Access since September 6,2020|Converge also took away our Cable Connection - Consumer Complaint for Converge ICT Solutions Inc.

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.