National Telecommunications Commission(NTC)

Hi, 

Good day!

On October 13, 2024, I initiated a request to change my physical SIM to an eSIM through the GlobeOne app, as I plan to swtich my account from Globe postpaid to Globe prepaid after 13 years. After entering the OTP, I was interrupted by a phone call and missed clicking the submit button. When I returned to the app, I saw that my request was still active, but I couldn't proceed despite waiting for 30 minutes several times. 

I reported this issue to Globe on the same day and have followed up multiple times, but unfortunately, the problem remains unresolved. I've had two tickets closed despite the ongoing issue. A new ticket has been created for me today. I've tried all recommended troubleshooting methods and I also visited Globe stores at SM Bicutan and SM Sucat, only to discover that they have significantly decreased their physical stores, with the nearest one being at SM MOA (which is far and crowded). One agent mentioned that a system reset at their back office might be necessary, while another indicated they could send the QR code to my email, but I have yet to receive it despite waiting for more than two weeks. 

I would greatly appreciate your assistance in helping resolve this matter. I look forward to your prompt response.

Sincerely,
Arturo Cruz

Please close this ticket. They fixed the problem after I reported them to your office. 

Thank you.

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 GlobeOne App, dated Nov. 3, 2024.
First of all, we noticed that this request was a repetition of a previous request and we already responded accordingly on it. This is therefore deemed as an invalid request. 
For additional support, we encourage you to consult the FAQ section of the eFOI site: https://www.foi.gov.ph/help.
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
NTC Bldg., Senator Miriam Defensor-Santiago Avenue,
East Triangle, Diliman, Quezon City
Email address: [email protected]
Please provide a detailed explanation of your dissatisfaction with our response within 15 calendar days from the date of receiving this response. We will conduct the review and communicate the outcome within 30 calendar days from the receipt of your review request.
Should you remain unsatisfied with the review outcome, you retain the right to appeal to the Office of the President under Administrative Order No. 22 (s. 2011).
Thank you.
Respectfully,
DIVINA N. DAQUIOAG
FOI Officer
National Telecommunications Commission