My latest encounter getting my connection fixed. Called on tuesday morning Aug 10th 2010 reported no dsl signal, the call center employee apologized and told me their tech’s would fix the problem as soon as possible.

Called Wed morning asked them when their tech’s were gonna start working on my connection, The call center employee said a tech would come to my house sometime today Aug 11th. Waited all day no tech showed up.
Called the 211 tech support call center Thursday morning and told them no one came on wed, the call center employee apologized and said i would now have to wait 12 days for another on site visit.I informed the call center employee that i would cancel my account before i wait a total of 16 days for someone from globeline to start working on my connection and that’s dependent on if they even show up this time as scheduled.

Decided to stop wasting my time with the Globeline technical support hot line and went down to the local office at 1pm. Talked to a rep about the problem and he made a phone call and told me a tech would come to my house. A repair team showed up about 4pm and checked the telephone pole outside and there was no signal which means the problem was between that pole and the facility box. The tech informed me that they didn’t have a key to open the box so they would tell some other tech’s to check the box on Friday.
Woke up Friday morning and my connection has been finally fixed.

To recap

Tues - no attempt to fix my connection

Wed - no attempt to fix my connection and a no show on the on-site visit.

Thurday - Repair crew shows up at 4pm not prepared or equipped to fix a internet connection.

Friday - Connection restored at around 9am.

It took Globelines 4 days to fix a internet connection that could have been fixed in 15 minutes. I had to call numerous times which were a total waste of my time and had to go down to the local office in person to get them to start working on the problem.
As a customer paying for a service i find this level of service unacceptable and globelines needs major improvement in the way they service their existing accounts.

1. I don’t need a call center employee to tell me their tech’s will fix the reported problem when in fact no one is working on it.

2. When a on-site visit is scheduled it would be nice if someone showed up.

3. Reporting a no show from Globelines on-site visit the next day and informed that since the tech did not show up i now have to wait another 12 days for the next available tech is just retarded.

4. When a repair crew goes to fix a connection problem they should be prepared and equipped such as having a key to open a box.

5. Globelines need to staff their tech support call center with people who are able to do more than and generate reports, they should be able to make a phone call and resolve problems instead of saying sorry our tech didn’t show up but now you have to wait 12 more days for the next available tech.

6. I should not have to call numerous times to coordinate the repair efforts on my connection, I should not have to make a on-site visit to the local Globelines office in order to get a 15 minute repair job done. If i had not done these things Globelines technical support hot line employee’s would have me waiting an additional 12 days on top of the 4 days i had already waited for another on-site visit that they may not show up for again.

I would hope who ever is in charge at Globelines takes the time to improve the response to reported problems someday as the process that Globelines currently employs appears dysfunctional and broken in it’s current state.

Update…

Thought it was fixed on friday morning but turns out even tho i can now connect to the internet i am getting around 30% of the speed i am supposed to get. My 3mb dsl connection wont speed test faster than 0.7 - 0.8. When i first got it hooked up i speed tested the line and got 3.2 to 3.4.

Called Globelines about it and was informed of a area wide network problem and was told the internet was down in my area. I informed them that i could connect but it was less than 1mb download speed.

They said a tech would look into it, Saturday afternoon a tech shows up and tries a different modem which made no difference and then left. While he was here he said there was a major upgrade going on somewhere.
Getting problems now where i can’t connect to most sites like google, yahoo, etc…Still connecting to some sites tho.

Sunday morning, can’t connect to most sites altho i can connect to some.
Called repair people again. They said they will try and send someone out later today.
Sunday afternoon and i can connect to most sites but still only getting 30% of the speed.

To recap…

First report problems to Globelines on Tuesday Aug 10, 2010 its now Sunday Aug 15th and still not fixed.

Globelines has alot of excuses but i really can’t understand why a major telecom like Globelines needs weeks to fix a internet connection.

It’s now Sept 8th and still have major problems browsing, cant connected to most sites without having to reload sometimes once and sometimes 20 times.
Here’s a example of what is becoming normal.
Try to connect to my internet home page which is google, Get error message server not found. Then try and connect to yahoo, error message server not found. Spend the next 5 minutes trying to connect to any site like speedtest.net, dslreports etc etc etc..Finally connect to a site and now i can backtrack and connect to google and yahoo…
Surf around for a minute or two read a news article then try and connect to google again and connection time out server not found…etc

Talked to globelines about it and they are saying it’s because of a big upgrade being done somewhere.

That’s the globelines fall back lie, your connect sucks because we are doing a system restoration, a facility repair , and or a big upgrade.
I have been hearing this crap for 3 years and very seldom do i go a week without a problem which is strange considering all the restorations, repairs and upgrades going on the past 3 years.

Globelines was installed in June, although it took several times to actually get it working. First, the sales woman falsified the options. Second, eventually I ordered 2mbs, which was a package deal with phone and router. After 6 visits by the techs, I had internet! But no router (first I was told they forgot to put it on the order; secondly, and every time after I was told ‘No Stock’, although my neighbor got his router the week after I didn’t receive mine).
So, the latest: last Friday my connection was working fine, however we went into town later that morning so I turned off my computer. Coming home 2 hours later, the connection was lost. Trying to contact the hotline (we have something like 7 hotline numbers with 3 digits each, and a land line). We got various results, ranging from ‘you have reached a restricted number’ to no answer to after 30 rings an automated ‘Thank you for your call’ and an immediate line severing. Friday afternoon and evening, Saturday all day, Sunday all day and Monday all day. We live 2 hours from the Globeline headquarters, which means 2 hours driving, 2 hours sitting in Globelines offices waiting, 3 minutes explanation and another 2 hours returning. Instead of 3 minutes on the phone. We called a friend who was gracious enough to go to Globelines to enter our complaint. The next day, Tuesday, today, they arrived to fix the connection. After many questions regarding my computer, its use, etc, etc and some 30 minutes, they called someone. Finally, a new modem was installed and I now have a connection again.
However, it is crap. As long as I only have one window open, it works. Open another window (or tab if you prefer), forget it.
Globelines, your product is broken.
I can fix it, just call me. Give you a hint: fire your hot-line management. They have taught their people to ignore the ringing phone.
Idiots.