Globe Telecom said to deliver better broadband service


MANILA, Philippines—Despite falling behind its rivals in terms of government benchmark scores for basic voice services, Globe Telecom continues to be seen by the public as the “better” network in delivering high-speed wireless broadband services, according to a recent Nielsen survey.

Results of a recent brand health study survey by Nielsen showed that most people considered Globe as the brand that is a leader in 4G—“the brand that has the biggest 4G network,” “the brand that was first to offer 4G,” “fast Internet downloading using my cellphone,” and “fast Internet uploading using my cellphone.”

Results showed that Globe “had a clear and significant edge over its rival on the abovementioned qualities,” Globe said in a statement over the weekend.

In other statements on brand imagery such as call connections and quality, SMS transmission, signal quality, coverage, load sending and receiving, Globe was at par with its rival, the company said, citing Nielsen’s results.

“Contrary to generalized claims propagated in late 2012 by its competitor, Globe is actually perceived to be better with its 4G offerings, such as its leadership in fourth generation (4G) technology, better mobile Internet services, and perceived to be at par in a number of significant qualities by Metro Manila prepaid and postpaid subscribers,” Globe said.

The survey covered mostly prepaid subscribers, who were subjected to face-to-face interviews.

“It is outright preposterous to claim being the ‘better network’ when consumers feel and experience that this is not so,” Globe spokesperson Yoly Crisanto said, referring to the remarks made by rival Smart Communications.

Globe declined to give other details about the survey, which was conducted last September. The company likewise declined to say who commissioned the survey.

Reacting to Globe’s statements, Smart Communications public affairs head Ramon Isberto said the company was not privy to the said Nielsen survey.

“What is worth pointing out, however, is that the survey covers people’s perceptions. And while perceptions are relevant, what is more important is reality,” Isberto said.

“And the reality is Smart’s network has consistently performed better,” he added, citing tests by the National Telecommunications Commission (NTC) that showed Smart to be ahead of Globe in five different parameters testing basic voice services for the last two quarters.

He added that Smart was also far ahead of Globe in deploying LTE, as experienced by subscribers.

As of the start of April, Smart’s LTE network covered 46 cities and 69 municipalities.

“This nationwide footprint is much larger than the competition,” Isberto said, referring to Globe.

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  • johnvforeighner

    What can I say, that has not already been described earlier here. Customer service, the service provided by PLDT, Smart, Sun and Globe is bullshit. You either accept what you can get or dont bother at all. The business managers are not interested, after all they get paid, so why bother looking to better their business, they award themselves badges and trophies and take their bonuses. Manila and Cebu are best served, and the rest of country get what’s available.
    Dont bother complaining, they do not pass on the business problems to senior management, if you do, then you are seen as a trouble maker.

  • Flipzi

    maybe proper bandwidth allocation per user and limiting those who should get it will help, unless they can increase the bandwidth for the entire users

  • pakialamerongpinoy

    Sa bawat negosyo po ay kailangan kumita ng pera. And there is no exception sa kahit na anong klase ng negosyo. Naging subscriber din ako ng ibat-ibang broadband service providers. Kaya ako napalipat lipat ay para maghanap ng magandang service pero lahat ng ng nasubukan ko ay may kanya kanyang flaws. Isang nasubukan ko claimed that marami silang signal coverage sa buong Luzon only to find out when I visited an Aunt in Northern Luzon ay wala pala silang service doon while ibang providers naman ay meron. Pinatigil ko yung service kahit about 6 months pa lang ako sa postpaid plan nila kasi nang mag-apply ako at tinanong ko yung representative, she told me that they have service in my Aunt’s location pero wala naman pala. Know your rights at ipaglaban. Pangalawa naman na nasubukan ko ay mabilis nga yung speed ng system nila pero what’s the point of having a fast service kung may bandwidth cap naman and kapag na consume mo na yung limit, the service would slow down. Paano na yung mahilig ng video streaming or mag download ng malalaking files ng video lectures from online courses? Paano na kung marami at sabay sabay ang gumagamit sa isang household? Saglit lang ay babagal na yung speed ng service ninyo. Kung anong gamit kong service provider ngayon ay meron din silang shortcomings dahil yung signal nila sa area namin ay nawawala wala at yung sinasabi nilang 1MBPS maximum download speed sa unlimited service nila ay makukuha mo lang sa Internet Bandwidth Tests kapag may brownout sa nearby areas sa place namin. Average na nakukuha kong speed test results ay pumapatak between 400 to 600 KBPS at bumabagal ng todo hanggang 30 KBPS during peak hours at kung minsan pa ay hindi mo na siya magamit pero nag stick na ako sa provider na ito dahil para sa akin, sila ang best option na nasubukan ko. Sa tingin ko ay kaya bumabagal speed nila during peak hours ay dahil maraming gumagamit which could be a sign na marami silang followers. Ang gripe ko lang ay meron naman tayong governing body na dapat sanang tumingin sa mga ganitong sistema and do something to improve the services provided us at para rin maprotektahan ang kapakanan nating mga subscribers. Kahit anong bagong technology ang i-roll out mo sa public at kahit gaano siya kabilis kung may bottleneck naman somewhere along your system ay hindi rin ito magiging effective. Kung mag sign up ka nga ng service na 1MBPS tapos ang maibigay lang sa iyo na speed ay 50% to 60%, what’s the point na mag subscribe ka pa ng 100MBPS na connection kung na reach na ng combined usage ng subscribers ang saturation point ng isang service provider? Sana, bago payagan ang mga service providers na mag roll-out ng apparently faster services at newer technologies, the governing body must see to it na maayos muna nila quality ng mga existing services nila. Baka pwede rin na mag-market na lang mga service providers based on the actual speed ng service nila para pag nag sign-up sa kanila ang isang subscriber, alam na niya kung ano ang babayaran niya.

    • dailymanila

      Kailangan din siguro sabihin bago mag-subscribe na walang tinatawag na committed information rate o CIR ang service na kinukuha nila para ma-manage ang expectations. Ang CIR available lang kasi sa business-class services na meron service level agreement or SLA. Mas mahal nga lang ang business-class service kesa sa consumer-class service.

  • dailymanila

    Marketing is all about perception, not reality :)

  • Juner Duckky

    fix the basic voice service first and more power to Tango, Viber and wi-fi tech solutions…

  • Cobra

    we have tried both globe & smart broadband in Pampanga both have crappy service,globe internet is only good once in a blue moon so we decided to switch to smart was good for a month or so but after that you can only get good signal after midnight to 4am & nothing after that,it is obvious that this is over capacity of the bandwith.Both telcos are only good when collecting their bills.There should be a law against charging for service that is not delivered,& make them pay,but this is a direct result of not allowing non Filipino companies to own 100% of telcos.while singtel is good everywhere else in asia their service in the Phils. is not up to scratch because globe is controlled by the ayalas.

  • Glenn Bengua

    In what universe or time is this claim of globe true? I have been constantly complaining to their customer service as the calls keeps on getting dropped, the signal is very weak, the text messages don’t get sent, the other line would indicate it is busy even if it is not and so on. As soon as my contract is over, I will be signing up with Smart. Not really sure if they are better but I really hate Globe right now. They are like Sun circa 2003.

  • QritiQ

    May be odd to some but i just wanted to share that i always based by subscription to the telecom provider who treat its employees with dignity – and that’s Globe. I asked the employees of Sun and Smart, who pleaded not to be identified, that they are being treated otherwise. At the end of the day, i strongly believe that the company’s commitment to customers are reflected ultimately on how they treat their employees.

    • dailymanila

      In fairness to Globe, their Twitter support is doing a good job in handling issues swiftly. But then again, it’s not enough to justify a lousy service in the first place.

  • Nic Legaspi

    What the…?! Just this weekend, people are having trouble sending messages! This article is crap and paid for by Globe. At this time and age, getting an EDGE signal instead of HSPA in a very populated and dense area such as Makati and BGC is just unacceptable!

  • Oscar Angelo B. Abesamis

    Well, I do feel globe’s upgrades in my area…I average 4-6 mbps w/ my globe postpaid internet only plan. That’s faster than my old PLDT DSL line…I actually had my dsl line cut because I decided to use globe as my home ISP…I also have a postpaid pocket wifi plan with smart and I average 3-5 mbps which is also good…I use globe at home while I use smart for my travels….I’m satisfied with both telcos…

    • Glenn Bengua

      you must be one of the lucky ones. my post paid tattoo mywifi is so pathetic, the signal is only 2G most of the time. I pay 1300 per month for this useless service. How I wish they go bankrupt very soon. hate them so….

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