Globe: Network Services in Metro Manila back to normal

Globe Telecoms were bombarded again by rants in the social media sites when it network went down over the weekend. There was a rumor that a router from a US vendor has malfunctioned and had to be reconfigured. Globe service in Metro Manila suffered again specifically to areas like Las Pinas, Muntinlupa, Paranaque as well as parts of Manila and Pasay.

Today, Globe Telecoms sent their official statement to clear the matter.

Check the complete statement below.
[showhide]
Globe Telecom announces that network services in Metro Manila are back to normal

Following an initial statement released in social media, Globe said that the connectivity issues experienced were due to signalling problems within its existing legacy network. Contrary to being spread by unscrupulous parties in the social media, a router supplied by a leading US vendor malfunctioned and had to be reconfigured. This has resulted in Globe customers experiencing difficulty making and receiving calls in some parts of Las Pinas, Muntinlupa, Paranaque as well as parts of Manila and Pasay this weekend. The issue was detected Saturday and was partially resolved by Sunday. As of press time, the problem has been completely resolved and all services in the affected areas are back to normal. Globe will also be replacing this system in conjunction with its new network build.

In November 2011, Globe announced that it will embark on a $700-million network modernization program to address growing concerns from subscribers and improve its service capabilities especially for mobile data. The program also aims to future proof the network for smartphone traffic and to allow evolution to new standards such as 4G LTE which will be launched in Makati in September.

“We want to dispel rumors being spread in social media that we are having difficulties in modernizing the systems of Globe. I’d like to say that there’s no truth to this rumor. While building a new network and keeping the old one running is challenging, we are on plan and the modernised areas have yielded the results that we expect. Customers in these areas are already experiencing faster mobile browsing, quicker call connections, rare dropped calls and instant text delivery,” said Ernest L. Cu, president and CEO of Globe Telecom. “The recent challenges have nothing to do with our new network. It only serves to highlight why we need new infrastructure to service this market. We are progressively building our brand new network with our technology partner. We are ahead of schedule, with more than 50% of the project completed. We have rolled out new equipment in high traffic areas such as Davao, Cebu, Caloocan, Malabon, Navotas, and Valenzuela (CAMANAVA), Marikina City, as well as the towns of Angono, Antipolo, Baras, Binangonan, Cardona, Jala-Jala, Morong, Pililia, Rodriguez, San Mateo, Tanay and Teresa in Rizal. This means that over 3,000 sites have been upgraded and thousands of kilometers of fiber optic cable have been laid out. Critical areas in Metro Manila are now entering the completion phase with Quezon City at 90% completion, Pasig and Mandaluyong will be done by October, Makati will be done by November this year. We will continue moving south from there and will have the whole country completed by the first quarter of 2013.”

The network modernization program, touted as the most significant investment of Globe in the last two decades, includes an all-IP infrastructure, pervasive 3G and HSPA+ coverage, greater fiber optics capacity, 4G and LTE readiness, and overall improved quality and resiliency. Once completed, Globe envisions a robust and resilient network that can provide an unparalleled customer experience to set the company apart from competition. The new Globe network and IT systems are not only designed to address all current customer needs but would also have the capacity and capability for more sophisticated use of mobile and broadband technologies.

[/showhide]

Globe also offered rebate to affected subscribers. See statement below.

[DDET Globe Rebate]

Temporary disruption in South Manila last September 1

Last Saturday, September 1, 2012, we monitored subscribers having difficulty in making and receiving calls while they are in identified areas in Southern Manila, particularly Las Pinas, Paranaque, Muntinlupa, and Taguig. The temporary disruption was caused by a connectivity issue within our network systems.

By Sunday evening, September 2, 2012, we were able to restore call services partially, as certain affected areas have already reported service improvements. We wish to assure our subscribers that Globe is continuously working 24-7 to make sure call services in the remaining affected areas are fully restored as soon as possible.

As of today, this issue has been corrected and services are back to normal.

Globe is prepared to offer rebates to affected postpaid and prepaid customers. We will notify affected customers with details on the customer rebate through SMS.

We deeply apologize to our affected subscribers for the inconvenience. Thank you.

[Source]
[/DDET]