Wednesday, May 25, 2016

Globe says 'sorry' to customers for communication glitches

LEGAZPI CITY, May 24 (PNA) -- The Globe Telecom issued on Monday a public advisory apologizing to its customers for the inconvenience caused by the intermittent communication service problem.

The telecommunications firm posted at the Globe Icon website the apology for the communication glitches that affected mobile and broadband customers in the six provinces of Bicol and Quezon province.

The advisory said the problem started on April 11 when the firm's undersea fiber cable between Legazpi City and Calbayog City was damaged by the unusually strong sea currents.

“This is a natural occurrence and a hazard that all submarine cable systems around the world face from time to time,” the Globe statement said.

The firm said it expects to fully restore the facility by mid-June subject to tide and sea conditions in the area.

Despite the communication service problem, the firm was able to implement redundancy measures to provide voice, text and data service to most of the affected provinces.

The advisory said that while rehabilitation works were being done, the company incurred two fiber cuts that led to service disruptions on Saturday and Sunday.

It claimed that the first disruption happened at 9:43 p.m. Saturday due to an accidental damage caused by construction work on the northern segment from the undersea cut.

Service was restored at 5:50 a.m. Sunday but another section of the fiber facility broke down at 10:55 a.m. Sunday after a dump truck accidentally dragged the cable facility.

Service was restored by 12:55 p.m. Sunday.

The firm said the unfortunate series of events is beyond any telecommunication company’s control, saying “we did all that we could to restore communications services as soon as possible.”

Earlier, Albay Governor Joey Salceda scored Globe Telecom for the unexplained service interruption since Saturday, warning the firm of a congressional sanction if the problem is not addressed promptly.

In a statement at his FB wall, Salceda said he asked the National Telecommunications Commission (NTC) to investigate this man-made disaster and impose penalties sufficiently high to deter its repetition.

Thousands of Globe subscribers in Albay have been complaining of poor signal in their phones for the past two days.

Salceda also warned the telecommunications firm that if it fails to address this communication glitch, he will be forced to file a resolution in the House of Representatives for the revocation of the firm’s franchise.

“If this is not done before July 27, when Congress opens, then my first order of business in the House of Representatives is the revocation of its franchise,” he said. (PNA) LAP/FGS/MSA/CBD