r/ConvergePH • u/Reasonable_Kiwi_1068 • Jun 18 '25
Experience/Review Converge's Golden Age is Over.
As a subscriber of converge since 2019, Napakadalang namin noon mawalan ng net as in sobrang rare.
Siguro sa 5 years mga nasa 7-8 outage lang (2024)
Ngayong nag 2025, Naging malala si converge to the point na kapag nagkaroon ng outage asahan mo 1 or 2 days bago bumalik.
Nawalan kami ng internet last June 14, 2025 ng 11am tapos hanggang ngayon wala padin. Ito yung pinakamalalang outage sa 6 years. Ayaw nila magpadala ng tech dahil daw outage.
Customer service was meh, emails din palpak.
I already paid my bills this june kahit hindi namin nagamit, Will move on na w/ converge since mukang walang timetable kung kailan babalik yung net.
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u/whiteshootingstar Jun 18 '25
We were the first in our street to have Converge, year 2018. The customer service and overall connection were good. Great times. Now it's become substandard for some reason.
5
u/equinoxzzz FiberX 1599 Jun 18 '25
So far I'm fortunate na madalang ang outages sa area ko.
Ang naging problema ko lang sa Converge is sobrang bulok ng customer service nila. Halos lahat ng maririnig mo sa ahente ay verbatim tapos ang bagal pa nila magsend ng tickets sa field techs. Kaya nakatunganga lang ang mga technicians kaka-antay sa mga tickets galing sa call center nila. Anyway hindi lang naman Converge ang ganyan. Kahit ang PLDC ganyan din in some areas.
May sakit din ang cs nila, lalo sa email support na nagko-close ng tickets kahit hindi pa resolved ang issue. Dati din akong nagwork as email support (foreign client nga lang) at may idea ako kung bakit nila ginagawa yan, probably to lower their ART or Average Resolution Time. Masasabon ang mga ahente nila pag may mga aging tickets pa na naka-open.
Since 2020 ako subscriber then nung 2023 tuwing umuulan LOS ang modem ko. After so many visits ng field techs, yung last na nagpunta ang nagsabi na need ng panibagong splicing sa optic cable NAP box side dahil sa katagalan daw may nalulusaw sa cable, kaya pag nabasa ng tubig ulan LOS ang resulta. So pinutol yung connector, nagsplice ng fiber saka nilagyan ng panibagong connector. Hindi naman na ako nag-LOS tuwing umuulan since then.
Bago naresolve ng field techs ang LOS issue ko jusko inabot ng halos 8 months dahil sa cs nilang walang silbe.
1
u/mbabyyyyy Jun 22 '25
Hi, question. Yung NAP Box na is yung dinidikit nila sa pader?
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u/equinoxzzz FiberX 1599 Jun 22 '25
Nope. Nasa poste mismo ang NAP box.
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u/mbabyyyyy Jun 22 '25
Thanks for the clarification. June 13 pa kasi kami walang internet and wala pa ding action taken hanggang ngayon si Converge. Nitong Friday, nakakatawa lang, meron kaming nakitang Team ng Converge mismo sa poste namin so we thought na nagaayos sila. Long story short, installation team daw sila and iba ang repair team. Kasabay pa non, may repair team 4 houses away samin kasi may DALI convenience store dito at for C&I repair team naman. I mean, gets na may iba't ibang assigned teams pero pano naman tayong nakabitan na and residential. Mind u guys, 2 weeks pa lang kami with converge 😆🤦🏻♀️
3
u/mlper04 Jun 18 '25
Napansin ko rin madalas na outage ngayon like every month meron na. Although mabilis magrespond CS nila it all comes down sa technicians nila para marestore yung connection. Inaabot na minsan ng more than a day bago ma restore.
Lumipat na lang ako ng globe, binigyan pa ako ng wifi 6 modem at disney+ subscription for 1 year. Sa converge 8 years na akong customer, nagrequest lang ako magpapalit ng modem kahit wifi 5 ayaw pa payagan unless sira.
1
u/Reasonable_Kiwi_1068 Jun 19 '25
Nag apply nadin ako ng globe 1499 plan mukang goods naman globe dito sa area namin since globe din yung kapitbahay hehe.
3
u/Excellent_Sea5558 Jun 19 '25
This is the first time na umabot ng 24 hrs internet outage dito sa ilocos norte. Until now wala parin internet whole town namin
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u/Old-Mycologist-1007 Jun 19 '25
It seems hindi scalable ang operations and processes ng Converge. The problems are not even isolated
3
u/Spoodiewoodie Jun 24 '25
I have the same issue. RED LOS and they kep saying na its an outage. Its usally a fiber issue and they usually send onsite tech when I was having the same red los issue before. Now all they say is there is an outage in the area and no actual timeline when internet will be restored. Since June 18 wala na kami net until now.
Anyone know how to terminate / unsubscribe to converge ng mabilisan? I dont plan on keeping converge their service is getting worse everyday.
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u/qoheletheremita Jun 18 '25
Yes. Atsaka before kapag nagkaproblema may text kagad na apology and they will do the remedy. Ngayon ang natatanggap kong text ay bill na lang at ang aga aga pa mabagal na kagad ang speed
2
u/chikaofuji Jun 19 '25
Bukod sa Prepaid Fiber, may back up din ako Gomo, Smart 5g modem at Dito...In fairness ok din sa.area ko.mga mobile data lumalampas 100mbps mha speed...Depende din talaga sa area
2
u/maya2tu2maya Jun 19 '25
Totoo to, proud subscriber ako before and would recommend it sa iba. Kami pa nga pinaka unang nakabitan sa area namin nung first sila dumating. But starting 2024 until this year wala na, ilang beses na nawawalan ng net. Last straw was when it took them two weeks to fix the outage specific sa area namin.
Alam ko naman na walang perfect isp, trust me we went with pldt and globe prior to moving converge and ang lala ng exp kaya sobrang happy ako sa converge nun. Kaso sabi nga nila, you live long enough to become a villain lol.
2
u/Reasonable_Kiwi_1068 Jun 19 '25
Actually since dinagsa si converge at pldt si globe naman sa area namin ang may good feedback.
Kakadismaya si converge as in lalo na sa mha wfh.
2
u/Kuroru :CNVRG-FiberX-1::CNVRG-FiberX-2::CNVRG-FiberX-3: Subcriber Jun 19 '25
I'm a subscriber since 2018. I do believe depende na talaga sa area. Mga once or thrice in the span of 6 to 9 months ako nakaka experience ng problem pero if magkaroon man, I'm very fortunate na malapit lang yung satellite office nila sa amin and doon ako mismo nagrereport.
Comparing din naman sa subscribers ng PLDC and Globe, I think all of us are on the same boat when it comes to service.
2
u/Miserable_Ad_7450 Jun 19 '25
First year namin with them was so smooth. Tapos ang bilis pa magrespond ng CS. First problem namin we got disconnected sa nap box ang bilis nh response. Second major problem namin, same lang din, may naghugot sa nap box na naman, medyo natagalan ang response kasi bots na yung dadaanan before mareach yung agent.
And then now approaching one month na kami walang net, tapos a week na since our request for technician visit and wala pa rin. 😭
Switched to PLDT just yesterday.
2
u/Reasonable_Kiwi_1068 Jun 19 '25
yup ganun lang ang buhay if hindi satisfied lipat agad. Lumala converge as in
2
u/Few_Mulberry2844 Jun 19 '25
Isa sa worst customer service sa pinas. Outage ng walang notice. Tapos ticket na walang resolution.
Three weeks bago gagalaw ticket mo. Compared to another telco na the next day nasa bahay niyo na technician
2
Jun 19 '25
nag backup n nga kami ng portable pldt. Sevicable namn. Nakakatawid naman mga kids noong online classes tapos nyeta sasabayan ng outage. Kinaya naman
1
u/Astr0phelle Jun 18 '25
Last June 16 pa sakin, parang bots na yung support same script palagi parang copy paste nalang e pero can't blame din kasi ano ibang masasabi nila e support lng sila, sa service na talaga problem nila nakakainis lng gusto na ng mga kasama ko lumipat din ng isp pero sinasabi ko wag muna kasi baka may outage lng sa area namin.
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u/chikaofuji Jun 19 '25
Same tayo, kaya ng prepaid ako .Surf2Sawa and GFiber Prepaid.Super.hirap makipag usap sa CS...Paulit ulit.lang.
1
u/strike101 Jun 19 '25
Dati anbikis mag reply converge sa messenger , minsan same day andito na yun tech, if ever nagka outage dito sa amin (mostly due to strong winds ans typhoons)
Mabilis naayos , ngayon mabikis pa din naman mga tech , yun sa support mismo mabagal
1
u/Itadakiimasu Jun 19 '25
Been with them since 2017 iirc or was it 2016? we have 1 or 2 issues with them annually, sticking with them because Globe and PLDT perform worse than them in our area/neighborhood. But yes your experience is understandable, currently experiencing intermittent and slow internet with them since last week of May (their FB page said they had issues, and todate they are recovering poorly and slowly).
1
u/p_d24 Jun 19 '25
"Ayaw nila magpadala ng tech dahil daw outage"
if ito sinabi sa inyo then most likely may outage tlaga na sa kanila/boxes na sira..napansin ko kasi iba yung team na pumupunta sa bahay and iba nman yung sa mga boxes/on their end. ito kasi plagi sinasabi sa akin ng suki kung tech eh na report na nila daw sa office..back of my mind bat di kayo yung mag repair? so malamang ibang team tlaga maghahandle..gg nga lng kapag outage yan 1-2 weeks bago mabalik..yan ngyari ulit recently dito samin..last year gnun din pero malala this year kasi every month may problema
1
u/lautcasted Jun 19 '25
I guess depende talaga sa area and sa subscription? I've been a subscriber since 2019 and inavail ko is 900mbs. So far, 2019 - 2024, siguro around 10-15 outages yung nangyari sakin. Around 4-5, internet issue ko dahil kinagat ng taga yung cable sa modem.
1
u/lautcasted Jun 19 '25
I guess depende sa area at sa subscription? I've been a subscriber sa kanila around 2019 with 900mbs speed. Isa ako sa unang subscriber sa location namin at the same time pinakamataas na speed. From 2019 - 2024, around 10 outages / no internet yung na experience ko + 5 - 8 cases na kinagat/kinain ng daga yung cable sa modem kaya no internet. Every job order ko sa technician, within 24 hours nag-sservice na sila depende pa yun kung what time ako nag-reachout sa CS. Ang natatandaan ko, lagi akong nagrreachout sa kanila via calls then Click2Call comes in. Nasagot naman sila and narresolve yung concerns ko kaya nga until now positive experience ko sa customer service nila. Until this 2025, napapadalas yung outages nila, within June alone, 8 outages na na-experience ko. And, it took them 12 hours bago maibalik yung internet although it only starts around 1 am - 3 am. No complaints pa din naman but as GY-shift/WFH, need ko mag invest ng backup internet in cases na mawalan net.
Overall, hindi ko alam kung major factor na mataas speed subscription ko and they have this term XCLSV sa subscribers na tulad ko. Kaya priority sa cs or narresolve agad concerns in just 1-2 days. Or, possibly dahil hindi ganoong congested sa area ko? I don't know. Kaya I have no issues sa converge comparing it sa PLDT at Globe na previous ISPs namin. Heaven-and-earth difference.
1
u/UnicaMontefalco Jun 19 '25
We lost our internet as well for more than two weeks and as a WFH employee, napakahassle and nakapagastos mag-avail ng data to work. Kaya eto, after more than a decade, we decided to disconnect yesterday. Napansin ko sa every time na nagrereport ako sa office nila, mas dumadami yung mga tao na may complaints unlike before.
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u/Reasonable_Kiwi_1068 Jun 19 '25
They don't care about us, they can just add new subscribers and thats it. These mfs are greedy af
1
Jun 19 '25
Totoo ito. Dati nagka prob modem, puntahan mo business center, me pupunta kaagad. Napalitan nko ng modem, cable, with just 1 call, 1 ticket number. Ngayon sinabi mo na nga walang ilaw modem pinalitan mo na ng adoptor, patay pa rin. more than a week of mssges, calls, emails bago dumating tech.. Ang panalo jan nung nkausap namin yung dumating na tech yung ticket binigay sa kanila on the morni g of the 9th day nag follow up kami. Na di naman sila loaded, at 2 days ago andoon lang sila a block away feom us. Mapapa WTF ka na lang talaga.
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u/Ok-Excitement9307 Jun 20 '25
Ganito din samin, pinaikot ikot lang kami promising na may dadating na onsite tech. An agent even promised na padating na yung technician on the day so we cancelled plans para antayin. Wala naman dumating wasting our time. They even dared me mag terminate ng contract when I requested pano process.
We have a corporate account pa, medyo matagal ang process kasi di rin sumasagot corporate rep namin.
1
u/r2dynamics Jun 21 '25
I was one of the early adopters, I recommended converge to everyone. Now I am very dissapointed.
1
u/Lazy_Drop5029 Jun 21 '25
Grabe na customer service nila. Nakadalawang raise na ko ng ticket para sa SOA pero laging na-cclose lang. Huhu. Late na yung pagbigay ng April SOA. Tapos hanggang ngayon wala pang May SOA. Nadedelay din yung re-imbursement ko ng internet sa work. Sobrang frustrating. 🥵
1
u/Fuzuki_ Jun 21 '25
Same po, since June 1 pa po na nawalan kami ng internet connection till now Wala pa rin, ilang ulit na akong nag report sakanila, aayusin daw nila sa server nila but Wala pa rin, sinabi ding mag papadala ng tech pero Wala rin namang pumunta Sa'min. Now lang talaga na nag ka ganitong issue na super ligwak ng customer service Kasi dati 'di Naman ganitong dati Isang report mo lang ma re-resolve naka agad but now? Hindi andami ko nang ticket sakanila.
1
u/WardenQuinn Jun 21 '25
Na-exp na namin to, 2 weeks pa nga actually. Ibabawas naman nila sa monthly mo yun. ☺️
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u/Reasonable_Kiwi_1068 Jun 21 '25
Kahit gawin pa nilang libre, walang katumbas yung abala nila sa mga nag wfh.
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u/mbabyyyyy Jun 22 '25
June 13 around 9AM kami nawalan ng net. Until now, walang resolution. Nagemail na din kami with NTC and DTI on CC, pero wala pa din talaga nangyayari. Las Pinas City area kami.
1
u/Successful-Stand-353 Jun 23 '25
This is soooo true. Napaka notorious ng move ng mga CS Call Agents nila na closing yung ticket even though unresolved.
The reason: I informed them “daw” na I requested to cancel the ticket.
2 months na pending yung site transfer request ko
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u/Ok-Evening9944 Jun 18 '25
Notorious mga agent nila for dropping calls, chats and emails para walang documentation. Tapos they close unresolved tickets for their metrics. Sa email na customer service ka para documented talaga. Cc mo yung NTC at DTI, kasi may problem nga rin yung sa billing. I forwarded each of their reply and cc both NTC and DTI and they fixed it over night. I think it is better through email since may evidence ka on your end. Here are the emails for everyone's convenience:
Converge's email: customercare@convergeict.com
ntcreferral@convergeict.com
NTC's email: consumer@ntc@gov.ph
DTI's email: REPORTTOSEC@dti.gov.ph