Globe 512 plan System Status 09-26-09

I sent this to Innove Customer Support this morning. I don't expect I will get any response and or any change in system function. Very sad as like I say below Globe is a company of very nice people. I feel sorry for the employees that have to suffer such inept management.

I cannot place screen shots for the status as the system is so slow this site will not accept them, I was able to sent thru gmail to Innove after several tries.

26 September 2009

Good Morning Au:
So good to be home even if there is a Typhoon going over our house. I hope you and your co workers had a pleasant week. I went out of town as I felt I needed a break from the frustrations of work and other issues that I cannot seem to affect. Had a very good time. While away, instead of taking my ZTE modem (which does not seem to work on 3g) I bought a Tattoo and a Smart Bro. The Tattoo works well and I can even connect 3g with no problem from my hotel room, I was actually able to talk with family via computer.

What struck me as impressive about this is that Globe was capable of implementing a solution that actually works. You buy it, plug it in, and it works as advertised. Kind of like a telephone no fancy dancing around or parade of technicians in and out, or multitude of trouble reports. Just plug it in and wow it works. Congratulations are in order for somebody over at Globe.

Further thinking about this makes me wonder why our Seaview account cannot be fixed by Globe. Well one reason is that it is not a consumer system but one for business use. Maybe supported by a different department within the company. Possibly there are groups for different market solutions. Then that brings up the thought are the employees assigned to consumer support doing a better job than the Business support people?

So I bought a net book and a Tattoo so that I can go to the nearest Globe 3g tower and do my business. It seems to work in Olangapo but I am hoping I can find some support closer to home. Considering that we are paying for three globe 512 business accounts this is not the optimal solution but it seems to be a work around for the Globe Business Groups inability the perform efficiently.

This is a sad state of affairs for me as I prefer Globe over the others that are available. In my dealings with Globe I have a better feeling in all cases. The only thing is the others have better support, which is what I am in fact paying for.

Thank you and have a really good day
bob

 
9/26/2009 5:20 AM
WDCMA Only
Wireless Network Information
Network Provider
Network Type LIMITED_SERVICE
RSSI -85 dBm
RSCP -89 dBm
Ec/Io -4 dB
Cell ID Dec:8222 Hex:0x201e
LAC Code 000 000 Dec1:11700 Dec2:45180 Hex:0x2d 0xb4
Modem Information
IMEI 351826010293093
Control and route module software version GLCRP670M1V1.0.1B01
Wireless access module software version GLWAP670M1V1.0.1B01
Hardware version P670M1-2.0
Data Statistics
Connection Status Disconnected
Total Data Recv 0 B
Total Data Sent 0 B

9/26/2009 10:13 AM
WCDMA preferred
Wireless Network Information
Network Provider GLOBE
Network Type GPRS
RSSI -69 dBm
RSCP -0 dBm
Ec/Io -0 dB
Cell ID Dec:xxxx2 Hex:0xxxxa
LAC Code 515 2 Dec1:4721 Dec2:18113 Hex:0x12 0x71
Modem Information
IMEI 351826010293093
Control and route module software version GLCRP670M1V1.0.1B01
Wireless access module software version GLWAP670M1V1.0.1B01
Hardware version P670M1-2.0
Data Statistics
Connection Status Connected
Total Data Recv 6.46MB
Total Data Sent 628.54 KB

Globe 512 plan System Status 09-20-09

I am having trouble uploading graphics so converted all the tables to text. hopefully will get this solved soon.

if anyone knows more places to post these status reports please let me know. they obviously need more exposure than INNOVE Customer support.

Attn: ** ******* System Status for Acc# xxxxxxxxx (xxxxxxx) Service Request case number is RFCxxxxxxxx.
9/20/2009
Good morning Au
I hope you and your co-workers are having a good day. Well here we are again. I was waiting for a while to see if you would get all the systems back up again but only two of the three accounts were repaired.

9/20/2009 8:00 AM
Wcdma only
Wireless Network Information
Network Provider GLOBE
Network Type UMTS
RSSI -87 dBm
RSCP -94 dBm
Ec/Io -7 dB
Cell ID Dec:**** Hex:0x****
LAC Code 515 2 Dec1: ***** Dec2:***** Hex: ***** *****
Modem Information
IMEI *****93
Control and route module software version GLCRP670M1V1.0.1B01
Wireless access module software version GLWAP670M1V1.0.1B01
Hardware version P670M1-2.0
Data Statistics
Connection Status Connected
Total Data Recv 94.77 KB
Total Data Sent 32.79 KB

The system says it is connected but, no moving data cannot connect with any URL!
Cycled Modem power off and wait 10 sec and turn back on (power back on or open) with the following result.

9/20/2009 8:07 AM
Wcdma only
Wireless Network Information
Network Provider
Network Type LIMITED_SERVICE
RSSI -82.5 dBm
RSCP -88 dBm
Ec/Io -5.5 dB
Cell ID Dec:8222 Hex:0*****
LAC Code 000 000 Dec1: ***** Dec2: ***** Hex: ***** *****
Modem Information
IMEI *****93
Control and route module software version GLCRP670M1V1.0.1B01
Wireless access module software version GLWAP670M1V1.0.1B01
Hardware version P670M1-2.0
Data Statistics
Connection Status Disconnected
Total Data Recv 0 B
Total Data Sent 0 B

This system is still not connecting, As I reported last week it was working well but when the whole network went down this system did not come back and is still not back. We have three accounts in the same location and two work properly and one has never worked fully.

Acc # Acc Type ref id # prob. rep. #
***** 3G Broadband ***** 47 ***** RFC0*****
*****

This account is not connecting and GLOBE TELECOM does not seem capable of fixing the problem. The account actually worked, and worked well, for almost a week. Now, again it is not working.
Acc # Acc Type ref id # prob. rep. #
***** 3G Broadband main office 47 *****
This account came up and seems to be working fine this week after GLOBE TELECOM’s five day outage in this area.
Acc # Acc Type ref id # prob. rep. #
***** 3G Broadband Pool Area 47 *****
This account came back yesterday evening about 20:00 and maybe functional, only time will tell.

So you see Au we seem to be participating in a big charade. We’re pretending that we will ever get a response from either Globe or Innove and may, given a lot of luck, this account (#*****) ever will work as advertised. Innove Customer care is pretending to provide a method where by unfortunate customers can notify the appropriate department of their problem. This may or may not be happening as we have seen no response to these emails, and requests for information. I do receive response from the Innove email auto responder that Innove has received the email we sent. So at least there is evidence that one thing works there. Innove managers are pretending that they are actually managing their workforce and building a viable system. We have objective evidence that this is not the case with this account. Innove management doesn’t seem to understand. Systems are viable if they can demonstrate consistent successful performance.
This is unfortunate as from the little we have seen of it the Globe 3g system is much better than the Smart 3g system and compared to the satellite system we previously had very preferable.. We would prefer to use the Globe system but if it cannot be managed in a manner that provides consistent performance on a daily basis it is not as good as a slower system that does.

So it appears there are two problems here. The first is an account problem that you cannot identify and resolve in six months time. You have not even demonstrated any effort to resolve the problem. The second problem is Innove’s inability to manage a workforce of, reasonably talented people, from customer care to field technicians. I strongly feel that we are not the only accounts that feel this way. When a trouble system problem exists for six months with no apparent progress it is not a technical problem but a management issue.

Well that’s what I see from all this. We will not give up but will continue sending status report concerning this issue. Also to document lack of service which may become an issue at a future date.
Thankyou for whatever time you can devote to solving our problem.
bob

PS
Here is a comment I received yesterday from a post concerning this problem.
Author: lhoylhoy
Comment:
hi abates, the "limited service" nightmare also happened to me for a month. This could happen no matter how good your setup is and i agree it's their system's glitch. With regards to that, I don't think may magagawa pa tayo dun. Magkakasakit ka lang sa puso kakaisip. BTW, after my 1yr contract expires, i considered switching back to smartbro, wala naman kasi ako naging problema dun talaga lang 384kbps is kulang. But still i decided to give globe last chance with globe wimax 1mbps (using different technology) . So far it's working fine for me. I'd suggest upgrading your subscription to wimax 1mbps (if available in your area) ganun din php995 din a month.

regarding to email add you're looking for, i don't think you can find one coz the only email add provided for customers is the one posted on their site which is again i agree is useless. If you're really serious about this, the only thing you can do is bring it to the media (as i said, if only you're serious, dead serious :)
I will continue investigating this issue on Internet and beyond.

!
Well I'm back' I am at my wits end as we are have been subscribing and paying for a GLOBE internet connection that does not work. I will try to explain. We as a business signed up for three accounts with Globe Philippines for thier 3g wireless service. These are business accounts. Two of the accounts work as advertised, but the third has only worked for about 90% or less since April. I have sent Globe/Innove screen shots, ask questions and really tryie to get information from them. NOTHING. the system works well when it works but most of the time it dosent work. The service reps have come here until we are getting to know each other. All of the Service Reps have told me there is nothing wrong with my sight, it must be in the system. If that the case ti should be easier to fix.
Well thats all for today I will try and get a more comprehensive doscription of the Problem and psot it here and any forums that I can find interested.
good night all. Enjoy your inter net.