Having no Internet Makes me Cranky

By Cher Cabula-Mendoza - Tuesday, November 29, 2011

Yes that’s how much being connected to the internet is so much a part of my life is now. So you can just imagine my frustration when I came home last Saturday, opened my browser and found this familiar and hated splash page from PLDT DSL, my internet service provider. It said that my internet service has been disconnected due to a missed payment. So I asked my mom about it, she said that we didn’t receive a bill from them again.

Curses of all curses! This was the second time it happened. From the first incident I’ve enrolled for an online payment service which was available 24/7. So I was able to pay right away but unfortunately, PLDT’s call center was already closed at 8pm. I had to wait in the morning to call.

Come morning, my first call involved informing the agent that I’ve already paid, gave them the bank tracking number and etc. etc. She then informed me that there’s a 24 hour waiting period for the payment to be posted so until then, the re-connection process can’t be started. It must’ve been the fact that I hadn’t had my breakfast at that time because I just said okay. After talking to D however, he suggested I give them a call again and be a little more forceful this time. So I did.

I was lucky to have gotten a supervisor for the second call. I explained my predicament that I have already paid but the reason we got disconnected was because we received no bill. She said they release bills at the start of every month and upon checking their records, a guy named “Leonardo Cabula” received ours. I heatedly pointed out to her that no one by that name lives at my house and that I even enrolled for their free online bills program so that I can receive the bill via email but I didn’t receive anything there also. I was put on hold. After a few minutes, she insisted that there’s a waiting period for my payment to be posted.

By that time, my frustration was already evident in my voice and I know that its volume level has risen while I was talking to her. I told her how it was causing such unnecessary hassle to me which in fact was their fault in the first place. She told me that I should have reported that I didn’t receive any bill. I told her that how in the heck will I know when they send out the bills in the first place. Was it such common knowledge? Then I proceeded on a lengthy argument that we should have been given notice that we were about to be disconnected and I demanded that they reconnect my service immediately. For the second time I was put on hold. I could tell that she could sense the anger in my voice because hers became meek and she was extremely apologetic.

When she came back on the line, she told me that they’re going to waive the waiting period and that she’s going to issue out a report about my situation to have my internet reconnected within the day or early the next morning. So okay, it only took for me to get really angry for that order to come through. I was already pissed.

At D’s suggestion again, he told me to continually call them until my service is restored. So I did. I got mixed responses after that. I couldn’t keep the annoyance from my voice anymore and usually, I’m polite with call center agents but this whole situation really frustrated the hell out of me. By early that evening, my internet was finally back. I’m thankful but I still wish I didn’t have to go through the hassle of being troubled to continually call them and get mad at each conversation.

Lesson learned?

  • If at the middle of the month there’s still no bill from PLDT, give them a call and inform them. By doing so, they’ll be able to prevent the automatic block in your internet service by the 25th of the month.
  • If it’s hell trying to connect to their call center, text PLDT HELP to 77177 and follow the prompts from the automated replies. After a certain point, they’ll ask for your number and they’ll be the one to call you back.
  • Don’t hesitate with arguing about your predicament if you know you’re right. Like me, it wasn’t my fault that their carrier didn’t do his job or fibbed at it. I stayed on the line with the supervisor until I got the action that I wanted.
  • Follow up diligently. I was originally hesitant about harassing the agents with re-connecting my service but when it was pointed out to me that I was the one being subjected to something really unfair, I had to step up.

Hopefully, nothing like this will happen again and I hope that if PLDT was sincere with their promise of more efficient service, instances like this will be accounted for and be prevented in the future, not just for me but for other subscribers as well.

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