We had our SmartBro Internet service connected way back year 2006. Though not perfect, it was able to serve most of our needs. I have long accepted that there is no Internet provider in the Philippines yet that is capable of providing all customer needs. However, to be faced with the possibility that there is no Internet provider that can serve our needs today in  our area has left me thinking that Internet service in the Philippines is getting worse than better.

Internet connection

That Fateful Typhoon

I had no idea whatsoever just how Typhoon Glenda would affect my life and my work. It came and destroyed a lot of structures in our area but miraculously left our SmartBro antenna standing and apparently undamaged. The absence of Internet service was not immediately apparent as we had to face several days of no electricity. When electrical service was resumed, one of the first things I checked was the Internet connection. I was not surprised that there was none and did what was expected of every customer which is to report it. I first went to SmartBro which processed my application in 2006 but was instructed to proceed to the nearest PLDT office as I was informed that our account has been transferred to PLDT Home Bro. I did just that and the long wait began.

The Gruelling Wait

After 5 successful calls and about 2 dozen unsuccessful calls to the *1888 Hotline, I was finally given a schedule for the technical support visit. It is worth mentioning as well that I was also emailing and tweeting PLDT for a response to my request. I got the usual responses like “they are looking into the problem”, “there is an ongoing technical activity in our area”, and “they have escalated the matter to the technical support group”.  All this time, I was requesting for a call-out from the technical group for any update with regards to our Internet connection. Unfortunately, it never came and it took that last call to the hotline to get that scheduled visit.

You’re on a Dead Spot

We were like waiting for some savior to come and fix our Internet connection. One month and one day after Typhoon Glenda, the technical support came. After some tinkering with the computer and the antenna above our roof, I heard the most unexpected words from the spokesman of the group, “I’m sorry mam, you’re on a dead spot. Your only option is to have your service migrated to Wymax Outdoor.”

State of Disbelief

I was incredulous. I cannot believe what I was hearing. Imagine having had the service since 2006 and now our location being declared a dead spot. How does that happen exactly? Desperate to have that Internet connection, I applied for migration as told. Much to my dismay, the gadget needed is out-of-stock and the customer service personnel at the PLDT office has no idea when in September it will be available. I got more dismayed when the same personnel informed me that being signal-based as well, Wymax Outdoor is not a sure shot. She suggested I try the Pocket Wifi of SmartBro. I’m sure you can guess by now what answer I got from SmartBro. Pocket Wifi is also signal-based and therefore not also a sure shot.

Looking for Other Options

From the time we lost our SmartBro/PLDT Homebro Internet connection, I was making do with my Globe Tattoo stick. The Internet connection I get is unstable- sometimes fast, sometimes slow, sometimes none at all. It is okay as a back-up service but I’m not really keen on getting a lined service based on its current performance. I also tried inquiring with SkyCable about their Internet service but unfortunately our area is not yet covered by their existing facilities.

One More Time

My mind refuses to accept that the SmartBro facilities which have been serving us since 2006 has become totally useless after one typhoon. It is not as if this is the first time our antenna went through one. In fact, the same antenna has been downed several times before by previous typhoons and has been repaired successfully every time. This time, our antenna did not go down but apparently, the service did. I have asked for a second opinion and am still waiting for the repair crew that has been promised to be sent one more time.

My Say

My readers will have to forgive me for expecting that Internet service in the Philippines should be getting better instead of worse through time. Is it so unreasonable for me to expect to have better services now in the year 2014 considering that I have been getting acceptable services from 2006? With all the advances in technology existing now, all I get is a non-working service from a previously working one. What’s worse is that there appears no feasible option in sight.

What do the Filipino people need to do to get decent and affordable Internet service here in our country? To think that most are even willing to pay high monthly rates and yet end up unsatisfied. My feelings for the current state of Internet service in the Philippines now go beyond disappointment and is bordering into hopelessness. Ours is not an isolated case. I know that with the stories of my friends and relatives. I know that with the long lines I have endured in complaining. I know that too well and it does not only suck, it’s sad.

Addendum:

A week after this article came out, we miraculously got back our Internet service. There was no technician, no call, no nothing. While I am happy that all is well again with my Internet connection, I really can’t help but wish there was an easier way to get good service. I am just waiting to see the refund I requested in my bill for the more than one month without Internet service.