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Complaints vs telcos rising, NTC record shows

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The country’s top telecommunication firms have been upgrading their systems but customer complaints—mainly about broadband services—continued to pour in during the first half of this year, according to the National Telecommunications Commission (NTC).

Based on figures provided by the regulator, total complaints against the telecommunications firms from January to June hit 1,569. For the entire 2012, NTC received a total of 2,143 complaints.

About 50 percent of the complaints were about “poor broadband or high-speed Internet services,” said Froilan Jamias,  head of  NTC’s  One-stop Public Assistance Center.

This was followed by billing problems or disputed charges, accounting for about 42 percent. Complaints on dropped calls and poor reception accounted for a smaller fraction, he said.

Based on the NTC data, Philippine Long Distance Telephone Co., the country’s biggest telecommunications provider, had 1,013 complaints—591 against Smart Communications and 241 against Sun Cellular. The group got 1,372 complaints in 2012.

Rival Globe Telecom got 556 complaints as of June against 771 for the entire 2012.

Jamias said the growing complaints were partly anticipated even  as he noted that the figures  were “relatively small” when taking into account the total number of subscribers.

“Internet penetration has been going up, so usage has also been going up,” he said in an interview Tuesday.

The NTC has been tracking increases in complaints. In 2010, for instance, the NTC recorded only 701 complaints.


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Tags: broadband services , Business , customer complaints , telcos

  • http://www.vhortex.com Vhortex Morpheus

    “591 against Smart Communications”… really? sa lugar pa lang namin more than 300 na ung nag complain so 291 lang ang nagcomplain the rest of the country?

  • themask celestial

    Ganyan ang mangyayari pag ang Telco ay limited sa local company. Who cares, its iether Globe or Smart only. Both services sucks

  • damuhoka

    “2,143 complaints” — NTC “relatively small”… This shows you wlang pakielam ang NTC sa pagasikaso sa mamayan. kung kokonti pa yan. subukan natin papuntahin lahat yan sa opisina nyo ng sabay sabay. tska nyo sabihin samin na kokonti pa yan.. Incompetent fools!

  • http://www.yellowmythbusters.gov.ph/ Weder-Weder Lang

    Hardly surprising. When the NTC regulators fails to regulate, Quality of Service suffers. When an industry of multiple players is gobbled up and consolidated by oligarchs into a duopoly, they get away with perennial bad service, overcharging and a lot of things. When lawmakers see nothing wrong with an all-too-powerful duopoly and lack of market competition, citizens suffer. When consumers are not protected by law in real life, they pay more than what they get. The temporary solution is for NTC to tighten the way it regulates the telcos. Impose a stiffer penalty on low Quality of Service, instead of pocketing bribes in exchange for giving a passing mark for performance metrics. Long-term solution, open up the telco industry to 100% foreign owned competition. MVP and the Ayalas are big oligarchs who should be able to withstand competition on a level playing field.

    Oops, let’s not forget that MVP and Ayala are PNoy’s big election donors.

  • Nic Legaspi

    Globe’s published speeds are of no use if you’re just getting short bursts of high speed data. Land-based connections are more stable.

    My 1.5mbps PLDT DSL is MUCH BETTER than my 6mbps 3G connection from Globe.

    • http://www.vhortex.com Vhortex Morpheus

      You are comparing a cable and a wireless connection and it looks like that is a mobile one.

      • Nic Legaspi

        You obviously did not get my point.

      • http://www.vhortex.com Vhortex Morpheus

        You can easily compare a 1.5mbps PLDT DSL which ran on most area at 0.35mbps to a Globe DSL 2mbps which gives a stable 2.4mbps on most areas. Now what do I miss? Or shall we compare the wireless services offered by PLDT that operates in 5% of advertised speed..

  • http://www.businessinsider.com/the-art-of-war-sun-tzu-2011-5?op=1 Sun Tzu

    If lahat frustrated sa Globe nag complain the figure will not fit this page. Bwisit wala pang rebate!



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