Globe offers rebates for subscribers affected by service disruption


Posted at Sep 03 2012 05:14 PM | Updated as of Sep 04 2012 04:18 PM

Service interruption for Blackberry users on Sept 4

MANILA, Philippines - Globe Telecom Inc. said subscribers in Metro Manila who experienced "connectivity" problems during the weekend will get rebates. 

Globe Telecom said subscribers in Las Pinas, Paranaque, Muntinlupa and Taguig were unable to make and receive calls from Saturday to Sunday. 

The telecom giant said a connectivity issue caused a temporary disruption in their system, but services were partially restored by Sunday evening. As of Monday, the problem was completely resolved and all services in the affected areas are back to normal.

"We want to dispel rumors being spread in social media that we are having difficulties in modernizing the systems of Globe. I'd like to say that there's no truth to this rumor. While building a new network and keeping the old one running is challenging, we are on plan and the modernized areas have yielded the results that we expect," said Globe president Ernest Cu.

Globe said a router, on its existing legacy network, "malfunctioned" and had to be reconfigured. The company said it will replace this system as part of its network modernization efforts. 

"The recent challenges have nothing to do with our new network. It only serves to highlight why we need new infrastructure to service this market," Cu said. 

Globe said it is ready to offer rebates to affected subscribers and they will be informed about this through text.

"We will not be doing it in social media. We will do it one-on-one for our existing customers who were affected. What happened was when you're in an affected area, you're having difficulty having calls. If you are one of the affected subscribers, we will offer rebates," Yoly Crisanto, Globe head of corporate communications, told ANC. 

Globe is currently undertaking a $700-million modernization program around the country.

"Critical areas in Metro Manila are now entering the completion phase with Quezon City at 90% completion, Pasig and Mandaluyong will be done by October, Makati will be done by November this year. We will continue moving south from there and will have the whole country completed by the first quarter of 2013," said Cu.

'Blackberry service improvements'

But Globe customers, who are using Blackberry, will experience service problems from 12 midnight to 5 a.m. (September 4). Blackberry services such as email and Blackberry Messenger will be down during that time. 

Texts and calls will still be available to Blackberry users during the service outage. Globe said the service interruption is due to "Blackberry service improvements."

"This is initiated by Blackberry in the entire Asia Pacific, not just in the Philippines. It's not just Globe and it's not just the Philippines. It's on September 4. We already sent SMS blasts in advance for our subscribers," Crisanto said.  - With ANC