I haven’t posted in a while as I’d like to give some time for the connection to “improve” after upgrading to the new Globe DSL 10 mbps plan 1299. But it looks like there really is something wrong with Globe’s DSL connection. Everyday, I’m monitoring the connection via the modem’s web GUI (192.168.254.254). The connection is so bad that the modem goes offline (no “internet” light, flickering ADSL LED, and “no sync” in the web GUI) every few minutes. The Upload and Download speed changes from 10 mbps to as low as 1 mbps. Seriously. Here’s a screenshot of the “downgraded” speed:
Based on my “research”, I found that the modem’s connection could be “transferred” to a different modem, without actually having to move the entire line and equipment. A working DSL line, modem, and the email set up in the modem ie email@example.com, with the subscriber account number are what anyone needs to get connected. I used a different open-line modem that I bought (Tenda D301 Wireless N300 ADSL2+ Modem Router) and it worked. Now, why am I saying this? The subscriber email and account number isn’t actually privy to the subscriber alone, as installers and activations team also know this (don’t want to cause any conflict, but I just felt like I had to share this). Well, it’s a moot point. You can say that I don’t have any proof that “someone else” could actually be using my connection in a different location. I’m open to discussions.
— end of rant
Now, I don’t want this post to be just about my issues (even if it’s not really just my issues, mind you). I have to give Globe the virtual high-five for their much improved customer service. My husband called (I didn’t want to, and I was on shift) their hotline and it’s good that they are going to dispatch a tech tomorrow. Today’s Saturday, and it’s suprising that they’re sending out a tech tomorrow, which is a Sunday. Yay! Good job! In case you need something to be sorted out with Globe, I’d still recommend calling their hotline as it looks like Globe has finally “addressed” phone customer support shortcomings.
Prior to contacting Globe customer support by phone, I tried reaching out to them in Twitter. It was of no use. I was advised to cease all activities such as YouTube streaming (I blocked this in the router so it’s inaccessible), and torrent downloads (we don’t use torrents on any of our devices) then do several speedtests. I know that this is normal protocol (I worked for a U.S. ISP/telco), to ask customer to do basic troubleshooting before they can do anything. But like I said to the Globe Twitter handler, I would not have contacted them in the first place, had I not know what I’m dealing with. It’s not about slow speed, dang it! The connection isn’t stable. I just had to stop tweeting (my connection, of course, is preventing me to keep tuned to their tweets) and I have a job (which is online). And that’s it for me on Twitter. I won’t contact them again on any social media channel. It’s just not effective, that I had to ask my husband to call instead. Good thing, the landline is working.