National Telecommunications Commission(NTC)

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Date: Dec. 18, 2020, 10:26 p.m.

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Date: 2020-12-22 07:59:53.000000

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Date: 2020-12-22 08:15:38.000000

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Converge ICT Complaint

Published by National Telecommunications Commission(NTC) on Dec. 18, 2020.
Requested from NTC by J. Nellas at 10:26 PM on Dec. 18, 2020.
Purpose: Appeal for line reconnection
Date of Coverage: 12/03/2020 - 12/18/2020
Tracking no: #NTC-175076635402

V.BALLOS Dec. 18, 2020, 10:26 p.m.

I would like to file a complaint with you against Converge ICT. We lost our connection since December 3,2020 and we have been trying to contact their customer support team but they just gave us a ticket for the issue. We tried to call them but the people we have talked to told us that there is nothing wrong with our connection on their end. Then just wait for 24-48 hours. But it's been 15 days but same answer were given to us. Another concern other than the unresolved loss of connection is that the billing still continues.

D.DAQUIOAG Dec. 22, 2020, 7:59 a.m.

December 22, 2020 Dear Viola Jane, Thank you for your request dated Dec 18, 2020 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch, for Converge ICT Complaint. We received your request on Dec 18, 2020 and will respond on or before Jan 08, 2021 10:26:55 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/aglzfmVmb2ktcGhyHQsSB0NvbnRlbnQiEE5UQy0xNzUwNzY2MzU0MDIM, for request with ticket number #NTC-175076635402. Thank you. Respectfully, Divina Daquioag FOI Officer

A.CABARIOS Dec. 22, 2020, 8:15 a.m.

December 22, 2020 Dear Viola Jane Ballos, Greetings! Thank you for your request dated Dec 18, 2020 10:26:55 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch. Your Request: You asked assistance for Converge ICT 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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