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Date: Oct. 3, 2024, 11:47 a.m.

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Date: 2024-10-08 17:28:17.010604

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Date: 2024-12-11 16:57:10.703752

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Formal Compaint Against Sky Cable for Failure to Provide Contracted Internet Speeds

Published by National Telecommunications Commission(NTC) on Oct. 3, 2024.
Requested from NTC by J. Tecson at 11:47 AM on Oct. 3, 2024.
Purpose: Formal Complaint Against Sky Cable for Failure to Provide Contracted Internet Speeds
Tracking no: #NTC-473172204299

J.TECSON Oct. 3, 2024, 11:47 a.m.

Subject: Formal Complaint Against Sky Cable for Failure to Provide Contracted Internet Speeds I am writing to formally lodge a complaint against Sky Cable, my internet provider, for their failure to deliver the internet speeds as outlined in my Subscription agreement. My Account details are as Follows" Account Holder Name : Ma. Elena Eguia Tecson Account Number: 690840472 Service Address : 1925-c Ma.Orosa St. Malate Manila I subscribed to the Sky Cable Plan 2300 last year, which advertises internet speeds of 200mbps. However despite numerous speed tests conducted over the past 2 to 5 months, I have consistently received speeds significantly lower than what was promised, averaging around 20mbps to 60mbps. I have attempted to resolved this issue directly with Sky Cable's Customer Service. Despite their assurances, the problem remains unaddressed, and ability to utilize the service effectively has been severely impacted. As a consumer, I believe I have the right to receive the service I paid for. Therefore, I respectfully request the National Telecommunications Agency to investigate this matter and take appropriate action to ensure the Sky Cable adheres to the standards set forth in our agreement. I appreciate your attention to this matter and look forward to your prompt reponse. Thank You

D.DAQUIOAG Oct. 8, 2024, 5:28 p.m.

October 08, 2024 09:28 AM

Dear eFOI user,

Mabuhay!

Thank you for utilizing the eFOI portal (www.foi.gov.ph) and exercising your right to information under Executive Order No. 2, s. 2016 on Freedom of Information in the Executive Branch.

We have received your request on Formal Compaint Against Sky Cable for Failure to Provide Contracted Internet Speeds, dated Oct. 3, 2024. We will respond and process your request on or before Oct. 24, 2024, in compliance with the Executive Order’s implementing rules and regulations.

Should you have any questions regarding this request, kindly contact me using the reply function on the eFOI portal at ticket number #NTC-473172204299.

Further, please be advised that this is a public site, and any information shared in this conversation thread will be visible to the public. Therefore, we kindly request that you refrain from disclosing any sensitive personal information or data in this thread.

Thank you.

Respectfully,

Divina Daquioag

FOI Officer

National Telecommunications Commission

J.TECSON Oct. 26, 2024, 7:28 a.m.

Follow up for this nothing happen

J.TECSON Nov. 7, 2024, 11:09 a.m.

I Hope this message finds you well. I am writing to express my concern regarding the unsolved-complaint I submitted to National Telecommunications Commission on October 3, 2024, Despite the that has passed. I have no received any feedback or indication of action being taken to address the issue. As a regulatory body responsible for overseeing telecommunications services, I am left questioning why no steps have been taken to resolve my complaint, especially considering its nature and impact. I would appreciate it if you could kindly explain why this matter has not been acted upon and what measures are being taken to ensure that such complaints are given the attention they deserve. Could you please provide a clear update on the status of my complaint, or guide me on the next steps I should take to move issue Forward. I look forward your prompt and through response. Thank you for your TIme and attention.

D.ANDRES CASTELAR JR Dec. 11, 2024, 4:57 p.m.

Dear eFOI user,

Thank you for your request dated Oct. 3, 2024, made under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

You have requested Formal Compaint Against Sky Cable for Failure to Provide Contracted Internet Speeds.

Based on our further evaluation of your request, this office recognizes it as a consumer frontline service transaction that should be addressed to the NTC Consumer Welfare and Protection Division. Please refer to the responses made by NTC CWPD and Sky Cable to your given e-mail address dated Nov. 20, 2024.

Your right to request a review:

If you are dissatisfied with our response to your FOI request, you have the option to request an internal review. To initiate this process, kindly submit your written appeal for review addressed to:

THE HONORABLE COMMISSIONER

National Telecommunications Commission

Senator Miriam Defensor-Santiago Ave., East Triangle, Diliman, Quezon City

Please provide a detailed explanation of your dissatisfaction with our response within fifteen (15) calendar days from the date of receiving this response. We will conduct the review and communicate the result within thirty (30) calendar days from the receipt of your review request.

If you remain unsatisfied with the review, you have the right to appeal to the Office of the President under the Administrative Order No. 22, s. 2011.

To help us improve our services, we would also encourage you to copy the link below and open it to your URL or address locator for you to access and answer the Feedback Survey, for us to know how we assisted/served you.

https://forms.gle/X94UR3zqsJjMQvTPA

Thank you.

Respectfully,

ELLA BLANCA B. LOPEZ

Commissioner, FOI Decision Maker

National Telecommunications Commission

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