You have submitted an FOI request
Date: Nov. 27, 2020, 10:37 a.m.
Your request is already in review
Your request was denied
Date: 2020-12-01 15:17:55.000000
How was your request?
Published by Department of Information and Communications Technology(DICT) on Nov. 27, 2020.
Requested from DICT by C. Aoki at 10:37 AM on
Nov. 27, 2020.
Purpose: Investigation for Converge Poor Customer Service and SLA. Rebates for days without connection.
Date of Coverage: 11/25/2020 - 11/27/2020
Tracking no: #DICT-940175901421
Hi, I would like to file a formal complain about Converge Customer Service and Internet Service connection. We have lost a connection in Malate Manila around Nov. 25 at around 10:58 PM. Then, their facebook page only posted that they detected that the connectivity lost around 10AM on Nov. 26 which is an almost half a day turnover. During those times, I tried to contact converge for an update via Click2talk, Technical Support Form, and Facebook chatbot but its either non-responsive or has errors to submit. In addition to this, they expect us to pay the full amount even with those downtimes.
Up until now, we have no service connection and we are doing working from home.
Just a gentle followup and update, we have still no internet connection as of Nov. 28. We want to have a transparency on the updates regarding the issue on why we don't have internet connection but Converge is unreachable thru all their channels and cannot provide one.
December 1, 2020 Dear Patrick Fritzvoyle, Greetings! Thank you for your request dated Nov 27, 2020 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch. Your request You asked for Formal complaint against Converge ICT regarding their customer service and service connection SLA.. Response to your request While our aim is to provide information whenever possible, in this instance this Office does not have the information you have requested. However, you may wish to contact the National Telecommunications Commission at [email protected], or resubmit your request addressed to the correct agency on the eFOI portal at https://www.foi.gov.ph/requests?agency=NTC For further assistance you may review the FAQ section of the eFOI site: https://www.foi.gov.ph/help. 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 Secretary Gregorio Honasan at [email protected] 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, Alejandro Reyes FOI Officer