[Updates] About 6 months ago I have change my current Smart Bro PLAN 999 "Unlimited" to SHARE IT "Unlimited" hoping to get a better connection speed in the same amount of 999 pesos. As you can see on their website this SHARE IT "Unlimited" plan really amazed me. Here is a few description on their product:Now the access to the fast and nationwidest wireless broadband can be shared with others. Smart Bro's Share it is an easy-to-install wifi router* for broadband connection that up to 5 users can share.
Speed : Up to 2 Mbps
No. of Hours use : UNLIMITED
Connection : Wireless Connection (Via Wifi Router)
Requirements : Subscriber Application Form, Proof of Address, Proof of Identification and signed Waiver Form.
Total Initial Payment : 1st mo. MSF P999, Free Router
Lock-in Period : 24 months
The device is basically a wifi router and 3G/HSDPA modem in one but the only problem is that you are expected to get a maximum of 1MBPS only. Just like paying the whole service where you can only received half. In my case I never get this 1MBPS maximum speed for 6 months now. Basically I only received 400KBPS which is only about 20%. Well I always call for *1888 for technical support to check my network if there is a problem and also to help me configure this devices to maybe obtain a faster connection.
As always you are told to give your name and your service reference number.
After that a basic troubleshooting procedure will follow.
- Downloading multiple files.
- Running programs that connect to the internet (i.e. Limewire, BitTorrent, etc.)
- Server traffic issues.
- Computer specification issues.
- Firewall or Anti-Virus software.
Then the final option is to reset your device.
Then you will have to wait for another 24 hours for feedback.
After repeated complains on the technical support they will later resort to make your device checked within their wireless center. This options really pissed me off because of this reasons.
1. Your device should be checked on your location not on the wireless center coz it will have a different result.
2. They should use 2 devices to compare and check whether one device is not functioning well.
3. If your device has no defect well it is really a waste of time.
Another problem is that this SHARE IT has no technical support within your location not like the PLAN 999. And as always when you need a supervisor to talked to they are not always available.
But one lucky day I made it to talk to a supervisor on the line.
And here is the real thing that is happening to their system:
1. System upgrade needs to be upgraded but they really need a big investment to make such. This may take a year or more.
2. Due to multiple subscribers are using the service at the same time and this slows down the connection. They can't limit them to acquire this devices.
As one of the best telecommunication company in the Philippines, they should anticipate this problem before launching share it/ smart bro.
Well if you are deciding to get this device please think twice. Many subscribers use this without knowing that real fact that they don't get the real service that they are paying.
Here are some screen shot of my connection speed:
[03/21/2010 2:41 PM] - (after a month) Well my connection now is okay and it seems that they have already given a good response and action to my problems. I think it would not came this way if we the subscribers are well informed and also if they have given the right services on what we are paying. Its been a long way after several CS calls and Sup calls. Lol
[02/17/2010 1:00 PM] - (after 5 days ) Just received a follow-up call from Raymund of Smart Communications and requested me a new DM of my connection status and will be sending it right now.
[02/12/2010 9:02 PM] - I have received a call from 888 with regard to this matter and told me that they have already make this as a priority and they are still waiting for they updates from technical support group.
[02/12/2010 6:15 PM] - I have sent a DM on twitter with my account number and contact details.
13 comments:
Hi, I believe Smart have an account on twitter and facebook you may also post your concern and ask for assistance on their page.
Yah your right but all they can same solutions listed above we all need is a long term solution to this problem.
Hi we would like to help you regarding your concern. Please email us your account details and contact number at ISMS@smart.com.ph
Thank you
Social Media Services
Smart Communications, Inc
Hi, please allow us to assist you. We have sent a Direct message to your Twitter account @AngatAngPinoy, yesterday Feb. 11. We were requesting for your account details so that we may look into your concern. However, we have not yet received your reply. Rest assured immediate assistance will be extended to you once we have acquired the needed information. We look forward to your reply.
@SMARTCares DM Sent on twitter. I will post here all the updates of this transaction.
Thanks Ryan for having the courage of posting this type of concern. I'm having the same problem with the connection and same thing happened when I call. Thanks for the explanation, being just an ordinary internet user I am not aware of the technical side of this issue so I just follow and believe what I am told. Thanks for lighting the candle for us. I'll stay tune for updates of this issue. As a staff of one of our senator I am planning to bring this concern to the senate in the future for investigation. I will really appreciate if you could post more resources about Smart BROs inability to deliver the right services and "information" to their customer.
Thanks for the support. Hope you continue to follow this post as of the moment (02/14/2010). I still get no response from smart.
I have the same problem with my Smartbro 999. I've been getting a very slow internet speed and I've ask their technical team to check my antenna. I was shock with the reply that they can't no longer fix my antenna because there is a limited signal on my area and if I want to have a better connection I need to subscribe to their new Share it Plan which is 2mbps. What the F*ck! Who are they trying to fool which such trick? If I subscribe, that means another 2 years of lock-in period. And how could they assure me that this ShareIt is way far better than the antenna knowing that they can't even solve your problem? If I will subscribe to their new ShareIt Plan, I will just be an added client clamoring about their very bad service. Hopefully they can do something about my internet connection, its been acting weird since last year and I've been calling them about it and all I get is the same response to observe it for 24 hours and call again and again and again. Oh by the way, before I forgot, I didn't receive any refund from them regardless of so many complaints they got from me.
I am just glad that I stumbled upon your post! I was already planning on getting this. But I totally changed my mind. I really think that they should be slammed for bad advertising. I really hope that they get your issues settled. I can imagine how frustrating it must be. Good luck!
Hello. I would just like to ask, if there has been an improvement with your connection. I have the same problems as yours, I called them and the same procedures were applied to me. I am just curious of @SmartCares resolution to your problem. I would also like to ask them also. Why give us less than half (more times lower) of the 2Mbps when you advertised as a bursting 2Mbps?
SMART <- You are like politicians that makes promises only to keep most for yourselves.
Well, so far my connection speed right now is okay. BUT it is still lower than what I am paying for almost 50% of it. As you can see on my updates with my transactions for them. I haven't received any follow-up call or DM since 02/17/2010. Maybe they need to be reminded all the time or it only shows that they don't have solutions for this problems.
i regret for choosing smart... smartbro share it is really slow...
Yes ur right i think smart is only good at advertisements however if your service breaks down antagal ng assistance like me i subscribed to plan 999 and my antena is offline since nov 3 i called tech support sabi wait 24hours for feedback ngaun they caled me tapos wait pa for call for technicians schedule waiting list daw for tech visit bakit pag installation ang bilis pero pag replacement ng antenna ang tagal
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