december 2006, after the typhoon, halos nawalan na ako ng internet connection. wala ako ng magawa kasi nde ko ulam kung paano. sinsasabi ko sa kaibigan kong agent, now an agent coordinator, na may problema nga ako pero wala rin syang magawang aksyon kasi sa promotion lang sya. nabanggit nya na may Hotline ang smart bro.

first week of january, 2007, nakapagfile ako ng complaint. we made too much troubleshootings. halos araw araw akong tumatawag pero yun parin, sasabihin lang “thank you for your patience sir, is there any questions regarding smart bro?”.

last of of january, narequest na ako sa kanila ng tao para macheck ang internet connection ko.

tech support: hindi po pwedeng magpadala ng tao ng ganoon kadali hanggat hindi natin sure na wala nga kayong connection????

paano nila malalaman na wala akong connection kung hindi nila iche-check????

my last call if im not mistaken is feb.1, 2007, nasundan yun ay siguro mga feb 23 na. yun pa rin ang sinasabi nila. i told them baka naman PC ko ang may diperensya… sabi nila, station daw ang may problema. inaayos na daw ng engineering department.

so i went to a wireless center, nakapagtaas talaga ako ng boses kasi almost two months na akong walang internet connection tapos, may bill pang dumating, naabala pa ako. after two days may dumating na tao ang smartbro, from sendfar, they changed it to canopy, that was i think first week of march. okey naman, sometimes napuputol lang pero tanggap na yun kasi wireless eh… may dumating na naman akong bagong bill stating my threee month unpaid account. complaint naman ako sa wireless center.

bakit ganun? sinunod ko naman procedues nila. nagobserve ako. naghintay ako, tapos they are asking my to pay those bills??
so, compliant nga ako at ng icheck nila, ayon sa report daw, january 24 lang ang una kong complaint!!!! ha?

hindi lang sila madaya, napakasinungaling pa….
i follow daw yung complaint ko. hanggang ngayon wala paring result…. 4 months na ang bayaran ko. ewan ko kung anong mangyayari….

ang sa akin lang kasi, kung babayaran ko yun, mauulit na naman eh… sinunod ko procedutres nila. naghintay ako, nagobserve ako, may complaints ako. sana lang gawin din nila ang part nila. hindi puro promotions ang inaatupag. isipin din nila ang mga existing users.

Popularity: 8% [?]

Lam ko pwede natin taasan ang UL (uplink) and DL (Download) ng antenna(canopy) can we ask kung ano setup ang ginawa ng technical team ng smart kung ano ang default setting na dapat nila ilagay or configure nila sa antenna, gusto ko lang malaman kung ano ang default na DL and UL config ng antenna.

And kung pano namin na ma secured o tama ang ginawa ng contractor nyo, wala kaming kalaban laban sa bagal ng connection nyo. kung cno ang nakakita ng configuration na ginawa ng contractor pwede nyo po ba share ung browser link kung san nila config ung antenna. sana mag tulungan tyo parang niloloko tayo ng smart, tinawag pa sila smart (wais sila mangurakot) sana kahit 384 kbps lang makuha naming UL and DL masaya na kami…

Popularity: 2% [?]

Things to do when Fieldman set-up your SmartBro.

1. When SmartBro Fieldman comes to your house & set-up your antenna make sure that you can easily access your antenna like moving it 360 degrees so you can easily scan for other base station if your speed is slow.
2. When you have internet connection dont let the Fieldman go away check first your download speed, make sure your download speed is 40 to 50 KB download some files from winamp.com, chikka.com or anything that give full speed bandwidth download.
3. Check for ping, go to Start -> Run -> type cmd then ok -> type ping google.com -t this will check your internet connection

example:
——————————————————————————————–
C:\>ping google.com -t

Pinging google.com [64.233.167.99] with 32 bytes of data:

Reply from 64.233.167.99: bytes=32 time=249ms TTL=236
Reply from 64.233.167.99: bytes=32 time=244ms TTL=236
Reply from 64.233.167.99: bytes=32 time=250ms TTL=236
Reply from 64.233.167.99: bytes=32 time=244ms TTL=236
Request timed out.
Reply from 64.233.167.99: bytes=32 time=253ms TTL=236
Reply from 64.233.167.99: bytes=32 time=247ms TTL=236
Reply from 64.233.167.99: bytes=32 time=248ms TTL=236
Reply from 64.233.167.99: bytes=32 time=249ms TTL=236
Reply from 64.233.167.99: bytes=32 time=247ms TTL=236
Reply from 64.233.167.99: bytes=32 time=245ms TTL=236
Reply from 64.233.167.99: bytes=32 time=251ms TTL=236
Reply from 64.233.167.99: bytes=32 time=248ms TTL=236
Request timed out.
Reply from 64.233.167.99: bytes=32 time=253ms TTL=236
Reply from 64.233.167.99: bytes=32 time=250ms TTL=236
Reply from 64.233.167.99: bytes=32 time=247ms TTL=236
Reply from 64.233.167.99: bytes=32 time=248ms TTL=236
Reply from 64.233.167.99: bytes=32 time=249ms TTL=236

Ping statistics for 64.233.167.99:
Packets: Sent = 19, Received = 17, Lost = 2 (10% loss),
Approximate round trip times in milli-seconds:
Minimum = 244ms, Maximum = 253ms, Average = 248ms
———————————————————————–

having 1 Request timed out is ok but 2 or more is not good. if you have 2 or more Request timed out your download will stop then resume again, other example is when you play online games you will be disconnected to the server.

Popularity: 10% [?]

sorry for this rant, or if this scenario is so common already it’s like flogging a dead horse. anyway i’d like to share my negative experience with Smart BRO(ken) so that those among you still considering to acquire it for your “broadband” ISP needs would think twice, thrice, maybe ten times before really springing for it.

Is it just me or has somebody else noticed this: yesterday afternoon and early this morning I was calling Smart BRO-Ken tech support (i guess you know why) and couldn’t get through. After being told by the voice response system that I will be forwarded to a customer service representative, the phone just went silent. No hold music! I don’t know if I’d be happy not hearing repetitive and annoying hold music but I don’t have an idea either if my call is still alive or if it’s hung up somewhere. After some five minutes of silence I did a couple of retries. Ganon pa rin. Then finally I tried connecting to the “new application, press 1″ and lo and behold I finally got hold of a customer service representative fast! It’s probably NOT coincidence because it happened both yesterday and today.

Pag tech support ang itatawag mo or you want to someone from their billing dept, iiwanan kang nakabitin sa ere. Pero pag new application or following up on new application, ang bilis sumagot!

So in short…aggressive sila sa pagkuha ng new customers pero existing customers hindi maalagaan! Grabe, bastusan na ito! Can we complain to the DTI? Even the lock-in period reeks of the spirit of “no return no exchange” to me (and that was already outlawed years back)…if only I can quit their service and not be required to pay the pre-termination fee because I’m still within their 1 year lock-in, I would have shifted to a different ISP already. Mas reliable pa ang dialup eh.

/Andre Cruz
Smart BRO Service Ref # 101-007-3995

Popularity: 2% [?]

I have two Smart Bro connections. One is eighteen months old, the other three weeks. The connections are linked to form one FAT pipe using a load balancing router. Both connections were working fine and I could have been more pleased until 4/4/07 when I started get connection drops and speed fluctuations from both connections. I assumed a transient network problem was to blame, but on Black Saturday noticed that the antennae pole had fallen down. I still have a connection as I literally live next to the base station (87 ft according to Canopy’s status screen). But obviously with the antennae lying on the roof unaligned, I am not getting an optimal connection.

I contacted Smart Bro immediately and explained what I had discovered; adding that I thought that the weight of the two subscriber modules may have been too much for one pole to support – the CS seemed to understand and reported that a field visit was needed and someone would contact me.

I just called Smart Bro CS for a follow up – they informed me that the fault had been fixed! I checked my roof and explained the problem again; observing that I probably would have noticed their techs on my roof – unless they had wings. It took me almost twenty minutes to get CS to grasp that I had two connections – English and Tagalog descriptions made no difference – so it’s not a language barrier issue. The CS staff made me walk through they typical troubleshoot and informed me that they would assess the problem again, but that a field visit probably would NOT be needed.

Popularity: 2% [?]

We moved last february 1 and until now the internet service hasn’t been taken care yet. The equipment’s still in the old place and nobody has even bothered to call to inform us of what’s going on. I already went to the wireless center thrice and all i can get is them saying that they will be following it up. I already called the customer service thrice too and get the same thing. The customer service reps were nicer though and i can really feel that they wanna help and were really trying to do something about it. But it would be much nicer if people in every department will do their job… effectively and efficiently.

FYI: When I ordered for the service, it got installed in less than a day. And I’m just wondering why it’s harder to move it. Another thing, i am tempted to order globe’s internet service. And oh by the way, i think smart got too excited to install our service that they forgot to have us sign a year of contract with them.

Popularity: 2% [?]

During the first week that i was using this smartbro, the connection within my LAN using Hub alone is ok… I have two lancards in my main internet server. i connected the cable from the smartbro to the 1st lancard and have the connection of the other lancard sa hub ko. then 2 more cables connected to the hub, kinabit ko sa 2 laptops ko. i was quite happy with it for the first 1 to 2 weeks but after that… i can share files but can no longer share the internet through my LAN.

How come this happened? I dont get the logic… Since, it worked before.. i dont know why its not workin anymore now.

Anyone does have the idea?

Popularity: 5% [?]

I have requested a relocation of my Smartbro since Mar.17 but has not received any feedback until now (Mar.29).

I have called SmartBro customer hotline and according to them there was a called made to me last Mar.20 but the line is unattended (I’m also using a Smart phoneline). They checked the system but there was no other call after that. I was advised to follow-up the wireless center where I applied. However, during the application at the wireless center, I was advised to wait for a call or make a follow-up thru the hotline *1888.

Anyway, I tried calling wireless center at festival mall but there was no answer everytime. So, I’m stuck and don’t know what to do.

Popularity: 1% [?]

I recently installed Microsoft Office 2007. I now cannot send email through my Smart Wifi connection.

Note that my incoming mail is all coursed through mozcom.com but outgoing goes through Smart Wifi with my mozcom email address tedm@mozcom.com showing as the return address. Can anyone assist me in fixing this problem.

Technical support has been useless for the past 5 days, with 3 technical reports filed by their people and the technical people telling the operator to tell me it is now fixed 2 days ag – NOT!!!! I need assistance as I have a backlog of important email to send. HELP! Thanks tedm@mozcom.com

Popularity: 2% [?]

Just today I got my bill from Smart Bro. It included a small card for an anniversary offer of 1 month free broadband service. Right off the bat, I knew there was a catch, and it didn’t take me long to get to it: I can only avail of the promo if I renew my lock-in period.

I was thinking this could be an early April Fools joke, but it came complete with an application form, and an additional deal to get a cheap cell phone package for a monthly fee. They were not kidding.

What nerve for a company with a less-than-satisfactory service to want to get you to extend your lock-in period, in exchange for 1 month of crappy Internet. It’s like offering someone free garbage. Obviously, I passed on the offer.

Dear Smart Communications, if you wish to retain your customers, do not treat them like idiots. (We have more knowledge and can set up Canopy hardware better than your technicians can.) Instead, stay true to your “7x faster than dial-up” claim, and be more detailed than “technical activities ongoing”. Because providing a better service will always be superior to gimmicks and promos.

Popularity: 2% [?]