National Telecommunications Commission(NTC)

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Date: Dec. 17, 2020, 5:40 p.m.

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Date: 2020-12-18 07:35:08.000000

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Date: 2020-12-18 07:44:07.000000

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Converge complaint

Published by National Telecommunications Commission(NTC) on Dec. 17, 2020.
Requested from NTC by M. Villa at 05:40 PM on Dec. 17, 2020.
Purpose: Constant service interruption with no effort to repair/assist
Date of Coverage: 12/17/2020 - 12/17/2020
Tracking no: #NTC-924385941294

A.ABUHANNOUD Dec. 17, 2020, 5:40 p.m.

Hi I would like to file a complaint regarding ConvergeICT constant poor service both main line and customer service. There hasn't been a week without service interruption. Paying the monthly bill for not having internet most of the time is not acceptable. It is really hard to get hold of their customer service, their lines appear to be busy or offline. I have asked numerous times for compensation as we are not getting our money's worth, yet my request has been completely ignored. At this point, I'm considering to switch to a different ISP, but wish to be refunded or compensated. Thank you.

D.DAQUIOAG Dec. 18, 2020, 7:35 a.m.

December 18, 2020 Dear Ahmad, Thank you for your request dated Dec 17, 2020 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch, for Converge complaint. We received your request on Dec 17, 2020 and will respond on or before Jan 07, 2021 05:40:51 PM, in accordance with the Executive Order's implementing rules and regulations. Should you have any questions regarding your request, kindly contact me using the reply function on the eFOI portal at https://www.foi.gov.ph/requests/aglzfmVmb2ktcGhyHQsSB0NvbnRlbnQiEE5UQy05MjQzODU5NDEyOTQM, for request with ticket number #NTC-924385941294. Thank you. Respectfully, Divina Daquioag FOI Officer

A.CABARIOS Dec. 18, 2020, 7:44 a.m.

December 18, 2020 Dear Ahmad Abuhannoud, Greetings! Thank you for your request dated Dec 17, 2020 05:40:51 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch. Your Request: You asked assistance for Converge complaint. Response to Request: In reference to the above request, we wish to inform you that you may file a complaint to the Office of the Consumer Welfare and Protection Division (CWPD) of the National Telecommunications Commission for appropriate action by calling the numbers from 7:00 AM - 6:00 PM at 8-9213251 & 8-9267722. You may also send an email to [email protected]. Your right to request a review: If you are unhappy with this response to your FOI request, you may ask us to carry out an internal review of the response by writing to: GAMALIEL A. CORDOBA Commissioner [email protected] National Telecommunications Commission BIR Road East Triangle Diliman Quezon City Your review request should explain why you are dissatisfied with this response, and should be made within 15 calendar days from the date when you received this letter. We will complete the review and tell you the result within 30 calendar days from the date when we receive your review request. If you are not satisfied with the result of the review, you then have the right to appeal to the Office of the President under Administrative Order No. 22 (s. 2011). Thank you. Respectfully, Deputy Commissioner Edgardo Cabarios FOI Decision Maker

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