National Telecommunications Commission(NTC)

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Date: Dec. 22, 2020, 6:10 p.m.

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Date: 2021-01-04 11:05:04.000000

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Date: 2021-01-05 11:56:03.000000

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Converge LOS Connection

Published by National Telecommunications Commission(NTC) on Dec. 22, 2020.
Requested from NTC by J. Radam at 06:10 PM on Dec. 22, 2020.
Purpose: COMPLAINT AGAINST CONVERGE
Date of Coverage: 12/15/2020 - 12/22/2020
Tracking no: #NTC-010369527160

J.EBALOBO Dec. 22, 2020, 6:10 p.m.

I would like to file a complaint against Converge ICT. We have no internet connection since 12/15/20. I have sent a report to their technical support about it on the same day. They sent me a ticket saying that one of their agents will contact me. I also sent them an email and direct message on their Twitter and Facebook account, until now I haven't heard anything from them. I tried calling their customer support, I was on hold for almost an hour, but no one pick up. I also paid the latest invoice theu sent me.

D.DAQUIOAG Jan. 4, 2021, 11:05 a.m.

January 4, 2021 Dear JOANNA LOUISE, Thank you for your request dated Dec 22, 2020 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch, for requirements on how to file complaints to poor services on ISPs.( Converge LOS Connection.) We received your request on Dec 22, 2020 and will respond on or before Jan 12, 2021 06:10:37 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://foi.gov.ph/requests/aglzfmVmb2ktcGhyHQsSB0NvbnRlbnQiEE5UQy0wMTAzNjk1MjcxNjAM, for request with ticket number #NTC-010369527160. Thank you. Respectfully, Divina Daquioag FOI Officer

A.CABARIOS Jan. 5, 2021, 11:56 a.m.

January 5, 2021 Dear JOANNA LOUISE EBALOBO, Greetings! Thank you for your request dated Dec 22, 2020 06:10:37 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch. Your Request You asked assistance for Converge Connection. 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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