The Good (PLDT Technician), The Bad (Bad Service) and The Ugly (Are Big Companies Handling Customers' Data with Sensitivity and Security?)

Big question I have to ask. Listen to/read my story - when I found out last Friday that I will have a long weekend (we were on Holiday August 5 and 6), I was excited to finally get extra days to finish my pending blogs, personalized albums, and other things I needed to do online.

Something is not right here..

SUNDAY  (DSL went dead!)

As usual, my weekend started on Sunday morning (as I just usually sleep the whole day Saturday after coming from work - I work night shift). Everything was running smoothly, until my DSL went dead. The status bar said that there is no internet connection, I checked my modem and I can see the DSL, internet and WLAN lights were on.

I did the usual troubleshooting (turned off and on the device, restarted, refreshed). This time, the power light just turned on and the ethernet lights (there are 4 of them), just started blinking like Christmas lights. I smelled troubled, I immediately called the PLDT Help Line to report the issue.

At the onset of the call, I was already frustrated. PLDT DSL has never let me down - rain or shine, the connection is always reliable. I was initially routed to the PLDT Landline help until I was transferred to the PLDT DSL helpdesk (I don't know if I missed the correct phone option). The usual verification was done, and the agent asked me to turned off the device (modem) for 5 seconds, and then turned it on again. Then she asked me to open my browser and to tell her what error message I am getting.

So I told her, I do not even have DSL so how can I connect to wifi or internet? For the purposes of the call and troubleshooting, I told her the browser message - page cannot be displayed. 

So she asked me to keep the device on for remote testing. I asked if someone should contact me, and she said yes. So while I burned bytes connecting via Data Connection, I called the helpdesk again to ask for the status. The agent who got the call told me the remote testing is done and they should endorse it to the technician. Ok, wow, so no one called me that remote testing was done and I could turn off the device. Meralco would love me!

Click Read More to know how things went.. 

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