SUN Cellular Prepaid Broadband System and Service - Unreliable?

SUN Cellular probably got millions of loyal subscribers in the Philippines – me thinks one of them, but not anymore. I got issues with their prepaid broadband wireless system.

Is this issue an upshot of the purported sellout of SUN Cellular to PLDT?  I hope not.

So what happened?

Back in April 2, 2011, I loaded my SUN Prepaid SIM the amount of 50pesos. I intended to use the load in April 8. I sometimes load ahead of time since I am no longer using the internet big time, and when I do, I am a heavy user. So I plan things ahead.  I prefer using the net when it’s weekend so I can get the most from it. In the evening of April 8, when I am about to use the preloaded amount, I was surprised that it was down to 30pesos. So I called the hotline for SUN Customer Service and talked to the agent regarding my issue. The agent named Pau transferred me to the Sun Broadband Wireless (SBW) team and I was able to talk to a representative there.  The rep named Michael said it would take upto 24hrs. for the reversal of the amount. Since I won’t be able to expect an immediate response, I decided to load additional 21pesos. I always avail of their 24hrs. unlimited internet promo for 50pesos.
After two days (April 10), I talked to another agent regarding my case. The agent said that the case is already resolved since their record showed that I was able to connect to the internet.  I had to remind the agent this time that I loaded additional 21pesos that day just so I could connect to the internet.  He said the “concerned department” will be checking on it.

On the 11th, I called again. I was told that there was an activity on  the afternoon of April 5 for more than 10mins. and another activity on the same day  for less than 30mins.  I disputed their claim because I am not home by that time, I was probably at school since my class ends at 6pm. The logs does did not show any such activity either so how come they show a connection on their end when no one is using the computer, and not even attaching the USB modem.

I asked to talked to a supervisor to discuss the issue.  The supervisor advised me to send them a screenshot of my logs so they can review it.  I sent two screenshots to them as instructed.  It was sent to suncellular@digitel.ph.  I also asked that the issue be resolved the soonest so I could use the internet again. 

I decided not to use my SUN prepaid broadband until the issue is resolved.  In the meantime, I switched back to the original Globe SIM.  I was actually using an openline version of Globe Tattoo modem since I love using SUN Cellular.

Days passed and my account is yet to be refunded.  It lasted for almost a month without a favorable resolution.  The supervisor I talked to agreed that there were no activity as indicated on the logs but he said he had to abide by the decision of the team who checks the connection and that there is nothing he can do to reverse it. 

Now this is b****hit. I did not tell him the b-word but I said that their system must be unreliable.  How come I was deducted when no one is actually using it. It has to be plugged in to be able to connect to the internet.  Their advisory showed the correct amount in the morning and early afternoon (they usually send multiple balance advisory each day) of April 5 and it was suddenly down to 30pesos. If I logged in at that time, I would have known that my balance was deducted, and besides, I wouldn’t use the internet for 10mins or 30minutes and be deducted 10pesos for each use.  It’s just not practical. I’d rather convert to the unlimited promo if I intend to use it for half an hour.

This is the second time I had trouble with them by the way.  The first time was resolved they way it should be, not this time. They don’t value their customers and the supervisor I talked to is not worthy of the position. No better than their CSRs. I told the supervisor that the 20pesos is nothing compared to the time I wasted talking to them. I told him I just wanted to experience how they would resolve issues and value their customers. With my experience with them, I could rate them 2 out of 10 for issue resolution; 5 out of 10 for customer value; and 5 out of 10 for system reliability.

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