When Converge started a few years ago, the service was pretty good. Their technical service was easy to reach on the phone, and when I reported a problem, they sent someone to check very quickly.
As it grew, customer service got worse, which I have shared on my other blog posts here and here.
CHARGING FOR VISITS?!
However, today, my friend Candice from The canDIshhh Tales got an email from Converge saying that she might be charged for a technical visit if no problem was found.
Here’s the email she got:
I get why Converge might be doing this – they might get many bogus requests for site visits. But still, most customers are not tech savvy to figure out what is wrong with their internet connection.
Kaya nga nagrerequest ng site visit para malaman na once and for all kung ano yung problema, di ba?
The problem that Candice has been experiencing is this:
“Our internet connection for years has not reached the 50mbps (during the first few years) and 75mbps (just this year) that you are advertising. Signal has been intermittent THAT WE NEED TO KEEP RESETTING THE MODEM. I have reported it numerous times, but was told to just ‘reset’ the modem.
Isn’t that the silliest thing? Turning on and off the modem to get a better signal? It’s actually BS – but still, we do it because it’s your ‘troubleshooting’ technique.”
What if it’s a similar problem to the one I’ve been having since 2017? Converge visited several times but found no problem. It wasn’t until last year when we confirmed that the problem was with their low quality modem router that couldn’t handle the load for a household. Kaloka naman kung every visit, may charge! Eh, it took almost 2 years and probably 3 visits before they figured out what the problem was…
MY CONVERGE REVIEW / INTERNET EXPERIENCE UPDATE – NOV. 2019
As for me, I’m not really sure how to explain my internet. I’ll just tell you what happens:
- Netflix, iflix, YouTube – no problems watching in HD. I didn’t notice any buffering or slow down. However, there have been a few times when the internet was down for a few minutes. I think it happened 2 -4 times in the past year, but usually resolved itself after 10-30 minutes.
- Surfing – sometimes it can be extremely slow, although I have only noticed this with my old iPad Mini 2. How slow web pages open up, you’d think I was on dial-up! I am starting to believe those allegations that Apple is deliberately slowing down old models to get consumers to buy new ones. But I really do not need a new iPad – all I do on it is browse on Chrome and watch YouTube. It’s also not broken at all, except for the extreme slowness and Ragnarok Mobile crashes on it. I don’t notice the slowness when on my phone though, so I think the slowness is isolated to the iPad. If this is true, I am extremely pissed off at Apple. Any recommendations for a new tablet? Laptop – also very slow, but I haven’t reformatted my laptop in years so that could be the problem.
- FB Messenger or Viber Video Call – extremely choppy!!! We regularly get on video call with relatives abroad and the connection is poor. Viber shows something like a Network Quality for the call and it changes from Excellent to Good to Poor and back to Excellent, Good, then Poor again every few seconds. This doesn’t happen on every call, but it happens enough times that it’s annoying! To test if our theory was correct, we switched to using our phone’s mobile internet and the connection maintained Excellent quality. I don’t know if this is a problem with Converge’s modem, or if it is a problem with our Asus router.
- Torrents – Fast compared to my old DSL. For a good torrent with many seeders, download speeds usually go above 2.0 MB/s.
When the internet gets really slow, I restart both the modem and the Asus router and it seems to fix it a little.
We’re on the Converge P1,500 plan so that’s 25 Mbps speed, I think.
I hope this update helps. Please feel to comment your thoughts below 🙂
2 responses to “Updated Converge Review – Now Charging for Site Visits?”
If you read the actual message it says there may be a possible charge if there is no error found in the investigation.
They never said there will be a definite sure 100% charge.
Honestly speaking no matter what ISP you work with, you have better expect that the customer service will NOT be on par with other countries (I am citing US, Australia, Singapore).
I also understand that not all customers are technical. I also understand that the person complaining is really emotional with how things are going and have been experiencing issues for some time now.
I suggest that she goes through with the site visit, as in my personal experience there is no person from Converge that went here that did not know what they were doing, but this is based on my own personal experience since all issues I reported to them were super technical and I am 100% sure there is no issue on my end.
I wish the best for them since compared to anything else (PLDT, Smart, Globe, Bayantel, SkyInternet), Converge has been significantly better for me.
Yes, but what if there is a problem but the technician can’t find anything wrong? This has happened to me when all the techs who visited couldn’t figure out what the problem was.
Not all the techs are savvy enough to dive deep and figure out what is wrong.