My BayanDSL Story, Bow.
I’ve had only good words for BayanDSL since I became a subscriber late last year. I understand that problems arise at one point or another, from time to time, and — as I’m a very patient customer — I rarely ever complain or call in.
Being a dial-up user for years, I was amazed that I could surf the internet for 384kbps and shell out only Php899 for it. Then on November last year, one month of being a BayanDSL user, I was ecstatic when I had a free upgrade to 768kbps, even if Speedtest.net always reports that I’ve never reached that speed ever — in fact, my fastest download speed is 381kbps, even with the speed-on-demand thingy. But still, I did not say anything, because, hey, geez, after 6 years in dial-up, bam!, DSL, woosh. Wow.
I’ve only reported a problem once, and BayanDSL responded the day after, which is actually pretty quick ’cause PLDT normally took weeks to even respond to our queries, even if we constantly follow up on them every other day (it’s the reason why we jumped ship more than a year ago). I’ve been a happy customer, really. Well, I still am, provided that this newly-fixed connection of mine doesn’t fuck up on me again today.
For the past 4 days, I’ve had connection problems that I tried to brush off as huge flukes in the system. I’ve had numerous excuses in mind just in case I lose my patience: it happens, there’s no perfect service, maybe it’s typhoon Frank’s fault, it’s windy today anyway, or whatever else I come up with. I swear, you’d want me as a customer. I’m not demanding as long as you treat me good, and you give me what I want.
Yesterday, I commanded my dear brother Robby to call BayanDSL ’cause I was getting pretty annoyed already. Lags and disconnections are pretty irritating especially when you’re directly downloading some huge file — like, the backup of your whole site, for example. But, lucky me, the latter’s exactly what I was doing, and the former’s exactly what happened, so….Geez, you get the idea, don’t you?
And then came the BayanDSL technician to the rescue. He just left a couple of minutes ago, actually. I asked him about Master Ederic’s exciting post last month about BayanDSL’s free speed upgrade, which would give my internet connection a speed like Superman’s: 1286kbps speed-on-demand thingamajig. He didn’t know a thing, but that’s fine. I told him I’d call BayanDSL and inquire about it myself.
And so I did. I mean, again, I commanded my dear brother to call the number posted on the website “for details,” and the woman with an I’m-better-than-you voice confirmed that, indeed, Plan 899 offers a speed of 1286kbps. “Huzzah!” yelled the little voices in my mind. I did a little victory dance and started to stri—
Oops, erase erase erase. Too much info.
Anyway, so I took the phone receiver from my dear brother and told this woman with an I’m-better-than-you voice that I’m subscribed to the 768kbps speed on Plan 899, and asked her how I can upgrade my speed and if it’s for free. She told me something to this effect: “Ah, tawag ka na lang sa *something*something* hotline, number 449—” I told her to wait and wrote down the number as she said it (it’s 449 2959, for you BayanDSL subscribers who are interested).
Me: Thank you po!
Her: Okay. *blag*
In case you’re wondering, that *blag* is actually the phone being slammed down. Or maybe not being slammed down, but that’s what it sounded like to me, because it was so loud, and it was painful, and it was anger-provoking. And after I uttered a very venomous “Bitch!” at the busy tone, I called the hotline number she gave and waited…and waited…and waited….
Okay, so I’m still waiting on the phone write now. See? The recorded voice says I can leave a voicemail, request for a call back, or chat with them. But I’m not exactly into talking with machines, call back is out of the question because my brother will use the phone to connect to the internet via dial-up, and I can’t seem to login to their live chat page. I want to talk now. Because if I hold this off, I’d be too lazy to call them again and will eventually forget about it.
Still waiting….
Besides, my dad’s taking away the laptop tomorrow. Which means I’ll be, well, lonesome again until I enter my adulthood next month. See, in 3 weeks time, I’d have what they call the legal age, and I’d be a very legal hot mama anywhere in the world. Okay, so maybe not a hot mama, but still legal, right?
Ahh, darn. Still waiting.
Hi Shari,
Like you, I’ve been experiencing annoying disconnections lately, but I’m too lazy and impatient to call Bayantel’s hotline. Besides, I just have to reconnect/restart and everything’s back to normal — until the next disconnection.
CS reps usually say they’d call back to report on the status of the problem, but most of the time, they won’t. Will try to find the contact details of Bayan’s CS department’s head. He called me once when I had a terrible problem with my Bayan line. Maybe he could help us again.
Ederic
29th July 2008 at 15:17
Master Ederic,
Buti pa sa’yo, it works after you reconnect/restart your line. Sa’kin kasi ayaw talaga. Early morning and late evening lang ako nakakapag-internet ng maayos, and even then, the joy lasts for only an hour or two. After nun, magla-lag na, tapos hindi na ako makaka-connect until a few hours after. Makaka-connect nga, mga isang minuto lang magho-hold yung connection tapos disconnected na naman. After long hours pa uli ako makaka-sabit, pero the cycle continues. Kaya madalas ako online ngayon sa umaga lang, kasi dun lang maayos connection ko. The past 2 days naman, as in completely hindi ako maka-connect ng around 9am to 12mn (can’t go later, kasi tulog na ako nun, heh). Kaya nainis na rin ako’t tumawag sa customer service.
Kanina naman, naayos ung connection when the technician tried it. Almost 2 hours na ngayon ako naka-connect, pero natatakot ako i-disconnect kasi baka di na naman gumana mamaya pag sinubukan ko.
Ang meron ako ngayon ung email ng CS for Data & IP Services. Sa kanya ako nagpa-upgrade dati ng speed. I was advised by the CS na kausap ko kanina na i-send sa kanya yung tracerout and ping ko kasi kahit subscibed ako sa speed na 768kbps, hindi man lang umaabot ng 380kbps ang speed ko.
Shari
29th July 2008 at 15:31
Mitch, have you had your computer checked for virus?
It could be a reason for the disruption of your service.
Easiest way is to invest in anti-virus software and patch up your system.
I have also informed bayantel top brass about your situation. Kaya lang, nasa abroad ang head honcho.
so it will be a while before they get back to you.
wilson
29th July 2008 at 15:53
Hindi ko na talaga mahanap yung number nung sinasabi ko. Di rin yata kilala ng cyberfriend ko na taga-Bayantel.
Good luck sa iyo. Tiyagain mo na lang muna. Sana umayos din later.
Ederic
30th July 2008 at 00:59
Dapat talaga may batas na para parusahan ang mga bulok at perwisying CS ng mga telcos.
jhay
30th July 2008 at 05:44
Dear Bayan Customer,
We truly appreciate the feedback you have provided us through this posting. We would like to apologize for this inconvenience due to the problem that you’ve outlined. We would like to assure you our continued commitment to a quality service and we will do everything to meet and exceed your expectation.
If it’s okay with you, can we possibly request for your account information so we can work on this problem directly?
In your convenient time, you may also get in touch with me directly through the following contact details:
Ulysses C. Naguit
Dept. Head, CS For Data & IP Services
Bayan Wireless Landline: 4970325
Office Phone: 4493914
Mobile Phone: 0917-8545466
Email: ucnaguit@bayan.com.ph
Thank you!
Ulysses C. Naguit
30th July 2008 at 11:08
I’m still craving for an Internet connection for my laptop. A wireless one. Those HSDPAs or whatever.
LOL That “oversharing” you got somewhat made me curious. SHAAAARE!
And wait, you’re birthday’s coming – right? Can we talk about the plans and all? LOL.
Kevin
30th July 2008 at 18:48
Wilson, who’s Mitch? ^_^ I think you’re in the wrong site; this isn’t mitchteryosa, heh.
But anyway, thanks. That’s awfully nice of you to inform them people about this problem. And yes, I’ve already put my anti-virus program to work — Norton Anti-virus. This has been installed since day 1, and it is licensed. I’m a computer security freak, just ask my brother.
Master Ederic, I can say the same for you. :p
Jhay, ahaha. Sobrang badtrip ba ang CS ng Globe Broadband? Sa totoo lang ngayon lang ako naka-encounter ng CS tulad nung nakausap ko na ‘yun. Pero okay lang. Banas lang talaga ako sa connection ko kaya pati busy tone pinuntirya ko.
)
Sir Ulysses, thanks. I will contact you as soon as possible.
Kevin, hmpf, I want a wireless one too, but pfft. And the oversharing is strip, okay? Haha. I dunno if I’ll be able to celebrate the birthday of yours truly. I dun have money.
How ’bout you ask the one and only Lakwatsero? I’m sure he has plans, and our birthdays are only 5 days apart so kunwari birthday celeb ko rin yun. Haha.
Shari
31st July 2008 at 10:59
Naku kapatid na Shari, we’re undergoing the same situation as yours right now. I thought BayanDSL has a superb service and I remember meron silang ads before na 24-hrs. quick repair service. Pero palpak din pala sila. Yung aming school for the deaf, since Thursday (July 24) pa walang Internet connection. We are paying a pricey P2,699/mo for netsolo 1.5mb. I called them everyday pero yung hotline nila na 411-2000 natutulog ata sa pansitan mga tao dahil aagiwin ka muna bago may sumagot. Pag tumawag ka naman sa 412-1212 nila tapos me answering machine instructions, sasabihin lang ng CS na i-dial ko lang daw 411-2000. What-the-f*! Sabi ko wala ngang taong sumasagot dun tapos pababalikin mo ulit ako dun. Paliwanag nung CS, outsourced contracting job pala yung mga DSL repairmen kaya di daw nila sakop. Anak ng? Diba, kanila pa rin yun.
Ang talagang pinagngingitngit ng bumbunan ko yung nangyari just this Thursday, tumawag ulit ako for follow-up. So I expect a technician to come the next day. Tapos namuti na mata ko all Friday, alang techniciang pumunta. So at 4pm tawag ulit ako, luckily after almost 20mins na pag-iintay me sumagot din. Tanong ko kung bakit walang pumunta. Sabi naman ng CS, me tumawag daw sa opis namin at sinabi “daw” ng kausap e computer problem daw so klinose na nila yung report. Anak ng! How do they know na PC problem yun e ni hindi nga nila madetect yung modem ko sa server nila? Di naman ako t@nga to know if my PC is working or not. DSL modem commonly has 5 LED indicators, 1 for power, 2 for LAN link and activity and 2 for ADSL link and activity. Yung LAN is on and is working perfectly. Pero yung ADSL ang walang ilaw. That means the connection from their telephone line to my modem is not working. Tapos ako pa pagsasabihan na sira daw PC ko e wala nga talagang connection. We have been a loyal subscriber since 2005. But we experienced this situation many times. We don’t deserve this kind of lousy service. Sana may pumunta ng technican ngayong Satuday. Kailangan pa naman namin dahil computer school for the deaf kami tapos wala kaming Internet! Haaay, buhay! Sensya ka na for my ramblings.
Our school’s site: http://www.mccid.edu.ph
My blog site:
http://deafphilippines.wordpress.com
jojo
2nd August 2008 at 03:25
Hello Sir Jojo,
As I told a fellow subscriber who’s also bemoaning the fact that BayanDSL sucks, it seems as if telco companies are more focused on gaining new customers than caring for their existing ones by not maintaining the quality of their service. Mas mahirap pa pala sa situation niyo dahil school yan. Haha, ang laging song na naririnig namin ng kapatid ko pag tumatawag ay something from Sitti. Tattooed on My Mind ata. Wala nga pong sumasagot, nakakabagot.
Ang sabi sa akin ng isang nag-comment sa Multiply (kung saan nakapost ang isant sort of “follow-up entry”), may refund daw na P500 for every day na hindi maasikaso ng BayanDSL ang problema. Dapat eh mag-appeal na rin po kayo. Mali ata sila ng niloloko sa kasong ito; akala siguro nila di kayo marunong pagdating sa mga computers.
Pwede niyo rin sigurong i-email na rin yung nag-comment sa taas na si Sir Ulysses. Minsan talaga ang mga ganitong problema, nakakaubos ng pasensya.
Shari
4th August 2008 at 17:04
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4th August 2008 at 17:37
Kapatid! Alam mo namuti talaga ulit mata ko nung Saturday. Walang nagpuntang Bayantel technician. Tumawag ulit ako ng hapon sa 411-2000. Kanta pala ni Sitti yung pinatutugtog habang nag-aantay ka. Memorized ko na nga eh. Binigay ko na din sa CS yung cellphone number ko para tawagan ako in case pumunta sila on Sunday. Ayun wala ni anino nila. Ngayon uling umaga tumawag sila tapos iginiit ulit nila na PC problem. Mahinahon pa rin akong nagpaliwanag na hindi PC problem kundi connection nila. Dapat pumunta sila mismo sa school to check. Ayun, di pa rin sila pumunta. Nung mag-follow up ako sa CS sabi nila klinose na daw yung report kasi PC problem daw at di na nila sakop. Anak ng! Ayun nabangayan ko tuloy yung CS. Sabi ko ilang laptop na tinest ko, ilang PC na kinabit ko wala pa rin. Tsk tsk tsk.
Salamat ulit ha. Ganyan talaga sila if they entice new customers but they don’t take care of their loyal ones. You know your blog is the best because many people including those who belong to big companies read them and are sensitive to any bad comments against them. I hope they do something to solve our problem.
Shari, thanks for letting me comment on your blog. Mabuhay ka talaga, kapatid!
jojo
4th August 2008 at 21:14
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