Open Letter to Smart Communications Inc.: Please Don’t Let Smartbro / myBro Sucks!

Editor’s Note: This post is very long so I have to break this down into several pages. You may browse through the page numbers below to read parts of this article.

Dear Smart Broadband Inc.,

First, my apologies for the term. I can’t seem to find a better word to describe my disappointment of your broadband service, which you failed to fix since I raised my concern several months ago. I am referring to your Smartbro canopy product, now better known as myBro Canopy.

Smartbro / myBro Speedtest

I’m a huge fan of Smartbro since its inception, in fact, I often recommend your product to those seeking advice which broadband internet plan they have to choose for their homes. I have heard complaints just everywhere about your “most reliable” broadband internet service, but I simply can’t be convinced for such claims. I wasn’t convinced because I had good experience of your Smartbro Canopy before, at least with the accounts under my name. Just to let you know, I had one Smartbro Canopy account before which I transferred to at least 4 locations within Cebu province because of the nature of my job back then. Specifically, I had it transferred to 2 locations in Lapu-lapu City and 2 locations in Minglanilla, Cebu. I was really satisfied with the performance of that connection, even if I had it transferred to several locations. Yes, I kept on paying that Php 1450 relocation fee because you simply don’t allow your subscribers to switch with other myBro products even if needed.

43 thoughts on “Open Letter to Smart Communications Inc.: Please Don’t Let Smartbro / myBro Sucks!

  1. i feel you sir. i am a previous subscriber too!… i terminated the account with them because my 3 months payment were not credited to their billing system and they are asking me to pay again! wtfg with them. they said also that its my responsibility to keep the receipt to ensure that payment has been made.

    This is a great blog post that mus be shared for them to realize how crappy their service is!

  2. very lovely detailed complaint and good TS done ^^_ you are heck the best subscriber who complains with reason ^^_ Good job!

    Hoping you get a better service soon. Why not try Sky Broadband? or PLDT My DSL . . . i get stable service for My DSL ^_^

  3. If Smart Communications is reading this, I hope they would be reminded a quality service is not just about being the first to offer the latest technology in the market. It’s about taking and acting upon serious concerns from customers. Your experience is just yet another proof that they truly doesn’t care for all customers. And that’s too bad…

  4. I am an avid reader of your blog for the last 3 months.You are right. Two months ago my sister in-law suscribe to globe dsl with a landline.here in Cavite City. With a promise speed of 1mbps, she can get 100 kbps only, i.e, if she can get its dsl line..
    Calling form pldt to globe landlines is very difficult. now they are bragging about their 4G LTE. I have some doubts.

  5. Wow! And this is the bravest post I’ve read in the local blogging scene. Keep up and continue with what you’re doing… This is a wake up call not only for Smart but also for every telco in the country…

  6. I’ve been with Smart Bro for almost two years now. Yes, two bloody years. I couldn’t even believe I’ve tolerated such service. Anyway, what options do you seriously take into consideration? It’d be best if you also share that to us! :)

  7. what a very nice post bert..super agree and hated smart communications that much…already paid them and has been doing a lot of follow ups for i was changing my prepaid connection to the plan 999 which is the canopy but for how many months now since i paid them no connection yet has been installed…and no follow up from them either,,….

  8. OMG! I may not have a post as detailed as yours but I’ve had bad experience with smart’s service way back 2006. I never renewed by contract since then. I thought they have improved all these years.

  9. Hi bert! I’m experiencing the same problem. I am from zamboanga city, and had this problem since july 18 this year. Till now, they were not able to resolve my poor internet connection. Who can we go to to give our concerns?

    • Hi Myron, I was told Smart has already working in improving the base station in our area following this complaint; but until I experience a really consistent signal — I won’t believe them. But I’m giving them a chance. In your case, you can pressed Smart support group in your area; but if you still ain’t satisfied, go for DTI and NTC.

  10. Sana Tanggapin me ng smart, ilang beses na me nag apply!.. tuturuan ko mga csr, tsr, cs, admin, lahat ng bumobuo ng Mybro… dami ko project na papagawa…. Isa pa, alam ko kung paano maayos ang tower nila… may mga idea me…

  11. Hi Bert, I have the same problem with my Smart Bro Canopy account which lasted from June to August 2012. Similar with your case, I have always talked to Smart CSR’s and I could almost memorize their “We apologize for that inconvenience” line every time I file a complaint with them for the super slow connection that is slower than a dial-up connection.

    After 3months of agony, I had no choice but to file a complaint to NTC (http://ntc.gov.ph/complaintpage2.php) and “boom”, someone from Smart called me up and didn’t stop until my connection is ok, because he said that they received a letter from NTC regarding my complaint for the said Smart Bro account.
    The connection really depends on the Access Point (AP) where your Canopy is connected. I was able to google the procedure on how to connect to my canopy and configure the which base station to connect and I transferred to a new
    Access Point with less “SectorUserCount” because the previous AP where I used to have very slow connections have SectorUserCount > 30. Smart is not upgrading their system to cater the increasing number of customers they are getting. This is one area where Smart Bro Canopy sucks.

    In the end their technical team was not the one who resolved the issue, I did. I also ended up adding a new ISP Tattoo plan 1299 for reliability purposes because this is where Smart bro sucks, reliability. I will have this Smart Bro Canopy account disconnected as soon as the lock-in period is over. Now, I still encounter intermittent very slow connection very Friday to Sunday and No internet connection during heavy rainfalls. Though I have my Globe Tattoo which is giving me a reliable 2Mbps connection I really believe that it is very unjust to continue paying 999php every month with a service that really sucks because we are forced to do so with the 2-year Lock-in period contract. Is this tantamount to extortion? I hope NTC will do something about this.

  12. If you want even just a decent connection, do not get SmartBro. The service is bad. The customer service equally bad. Had my service terminated by calling them and was told I had to go to a Smart Center. I told them why couldn’t they just do it since I had already provided them with all the information they needed for proof of identity? Besides, when they were making me sign up for the service they had two people go to my house just to show me and let me try it. They would have probably given me a scalp and foot massage just to get me to sign. Anyway, after putting me on hold for a minute or two the CSR comes back and says everything is okay. I confirmed by asking that the account was no longer active and he said yes. Was I thankful to be finally done with them. Alas, two months later they’re still billing me! Called them and after a useless hour with the customer service representative their solution was I had to pay them. Asked them whose fault was it and the CSR said it was the previous CSR. So I asked him it wasn’t my fault by I had to be the one to pay and he said yes. What a sad situation. Pathetic company.

  13. At least you only have 3 request time outs based on your posted snapshot. Mine will have only 3 successful replies. Promise. Plus to add salt to the would, Smart Bro-ken’s Internet service is as good as a dead horse from 8:00 PM – 10:00 PM in our area. I wonder why, since their tower is only around 300 meters away from our house.

    I believe Philippines need to open the telecommunications industry to foreign players. The current crop of telcos in the Philippines are like $hit droppings and most unsatisfied paying clients are wanting to flush them down the toilet bowl.

  14. Yup. Smart is as about as smart as a bag of hammers. My asawa and I signed up two weeks ago. The same day they showed up and installed an antenna and it worked great! We were so happy and pleased I was ready to tell everybody how prompt and efficient they were.
    Ya, right. Two hours after they left the connection was lost. I got on the phone (globe) and called them. After going through all the press this button for this and this button for that it took four minutes to talk to service rep. He made me go through a bunch of systems check and then made an appointment for a techie to come and repair the canopy style antenna. The techie was late and in a hurry but it worked for about ten minutes after he left. I got on the phone again and the rep said they were doing upgrades to the tower. Ya right! I can seethe tower from here and saw no one up the tower. I rode my bike over to see if they were working at the base of the tower but saw no one. I asked the neighbors nearby the tower and they said no one had been there for weeks if not months. !st lie.

    I called again the next morning and they were oh so sorry! Ya right! They said that they were actually doing upgrades remotely. Ya right! Said that if I would kindly wait for 24 hours my connection would be would fixed. Ya right. So I called again but while calling my load ran out! So far, I’m out P499 for the hook-up, and P300 for the globe load. I bought a new sim card fro smart so not to have to pay for the calls.

    So far I’m out p499, P300, and P40 for the sim card and P300 for the smart load. I call again Again they say about the upgrades and please be patient for 24 hours. OK. After 24 hours I called again nd made an appointment for a techie to come and re align our antenna. Again the techie was late and I’m getting a little irate! But he fixed it in about 15 minutes and we had connection for about two hours. Si I called again and again they made go through all the nonsense of checking the systems on my computer. They then said a techie or rep would be calling to inform us when the techie would arrive to again re align our antenna. No call. After two days I called again with all the same procedures and BS. The rep said the techie would come by in the AM to find and fix the problem.

    By noon there was still no sign of the techie. I called again. Same BS as before. The techie finally did show up after 2PM. I said enough is enough, don’t bother trying to fix it just take down the antenna because we no long have any confidence in Smart. They refused saying they were only authorized to make repairs. If I did not want the repair sign the refusal form. I lost it! I said get lost then and closed the door.

    I called Smart today to cancel our subscription…..they said I have to go to one of their offices to unsubscribe and that I would have “TO PAY” P320 to cancel! I told the rep that according to our agreement if we were not satisfied with their service we could cancel without penalty with in two weeks. I also said that we would not under any circumstances go out of our way to take time and money to cancel.

    Before hanging up on the rep I said that if they don’t come and get their antenna it could very well just stay there as an ornament as that is all it’s good for! I said I don’t like being lied to and that they had cause unreasonable frustration and mental anguish as we have been without an internet connection for two weeks and felt like a prisoner under house arrest held incommunicado.

    In short, I kissed their butt for two weeks, now we are with Globe for two days and it’s cheaper, more reliable and faster than Smart ever was. It is an almost a certainty that the cause was the guide line cables that support the antenna that if improperly secured loosen and the antenna’s focus on the tower is off by a degree or two.

    PS. It’s now time for them to kiss my butt! I’ll make sure not to be home when they come for the antenna for a few times anyway. I wasted my hard earned cash for a worthless system, if all the revenge I can get is this then so be it, I will waste their time and money as long as I can.

    PSS. Thanks for the opportunity to rant!

    • Yes, you’re right. You don’t have to pay anything to cancel your subscription. After all, it’s their service that sucks! And on the first place, it’s their responsibility to ensure you’re getting what you paid for.

      To other subscribers who have similar problem, you can actually claim for bill adjustments on those dates which you never had any internet connection. Smart or any other telco is obliged to make the necessary adjustment.

  15. Just passing by from the link you posted on Fleire’s status on Facebook.

    I sympathize with you, Bert. I was using SmartBRO for quite some time (3+ years) and I have to say that my subscription has lived up to its advertised speed of 2mbps. Sadly, and quite oddly, my connection’s health started deteriorating a few months ago, and the speed was drastically affected, the reliability of downloads were also affected. Using the ping test, I noticed there were lots of packets being dropped. It was very sad, because I know there’s something wrong and Smart could’ve done something about it (but it seems they do not know the root cause of this incident). After lots of calls to the tech support group, we were unable to get our connection’s reliability back, even after asking the contractors to realign the antenna and re-home to another base station.

    I was a happy customer, but after this, I knew I had to find another provider, and as you know we don’t have a lot of choices in our country. PLDT came to our house yesterday and installed a 3mbps bundle, hopefully outlasting SmartBRO in the long run.

  16. how come nobody talks about prepaid smart broadband?? i have read on its fan page ,there are also cases of stolen loads.. that really sucks… and i really find it so hard to bear the very slow connection of its internet , and i’ve come to a point i’m already so choked up that i chose not to continue its services , ahh whatever the outcome might. just killing me to think every pay i make each month makes this company even more richer. if they want to run after , then i’m willing to play hide and seek…. am i right or wrong???

  17. i’m searching for a way to manually fix my intermittent connection without relying to those annoying agents.. and i saw your post..
    your situation is almost the same as mine..
    we are using smartbro (or mybro now) for almost 2yrs..

    since nov.2012, i noticed our connection became slower day by day.. i just let it go coz i dont have anything to do much with super fast net.. as long as i can access internet, i can watch some videos, i can play some games, it’s ok..

    until early jan.2013 came, my slow net became intermittent.. i called hotline around 1pm and told me they need to realign the antenna and observe for 24hrs.. it was fixed around 10pm.. around mid january, i got intermittent connection again and they said reallignment again.. next day, connection still the same, they said it was net traffic.. next day again, connection still the same and the reason is base under maintenance.. next day, the reason is my computer.. these reasons repeated everyday for 2wks.. oh! no! i should say 1month..

    am i dumb enough to not know what is wrong with my computer and my net? i even reformatted my own computer but still the same.. by the way, this intermittent connection got schedule.. it was 12pm-12mn.. but lately, the schedule became 8am-11pm.. =_=”

    so i need to be a vampire just to use this darn net?

    if i’m not wrong, i am the only smart user here in our place nowadays.. almost all of them shifted to globe already..

  18. parusahanangsmartbro February 14, 2013 at 6:34 pm - Reply

    how about filing case a against “Smart Broadband”? their service sucks! but then again, everything sucks! in the ____________. sabi lang po….

  19. helo! i am back here again.. and i wanna share something..

    in my previous comment here, i told that i got a more than 1month intermittent connection..

    i’m asking for technicians when even before february, but they said technician is not needed for a SLIGHT problem.. until around mid-feb, i really got mad and used foul words everytime i call them and request for technician until they said they’ll send one…

    and this technician came after 2days..they changed my canopy drive and some settings, but the intermittent connection problem still occurs.. of course i called them again to inform that it’s not fixed yet and i badly need technician again.. smart refused for my request, said technician will come after 7-10days and because i’m too furious already, i shouted them until they said they’ll send at next 2 days…
    but then, on the day the technician came, my net suddenly fixed by itself.. smooth, no request timed out, fast speed… i asked the technician what happened and he admitted that it was either net traffic or system really is low (he means that smart system got low signal and connection especially that time).. and the technician send a report, dunno what he send..

    i called smart to inform them about this.. and also to asked for rebate at the wasted days… smart said i need to wait for approval.. bill statement came, no rebate on my list.. i called them to ask what happened why i dont have rebate.. and the answer i receive is “your rebate request is invalid coz you did not specify what date it started and fixed. and besides, they did not see any problem at the said dates i’ve given”

    =.=”

    so does that mean my almost everyday call (with 2-3x call per day) with the same problem (the intermittent connection with the FIXED time schedule) is not smart’s problem? and it’s not valid for rebate?

    btw… after more than 1month it got fixed, here goes my intermittent connection again.. even the automated voice said my antenna got problem, and smart still not fixing it… the difference is, my net now got no schedule, it’s a 24hrs intermittent connection.. no.. i should say 72+ hrs already.. =.=”

  20. pareho din sa akin, mas marami ang walang signal kesa sa meron yung ping ko bungal bungal talaga, gusto ko nga mag transfer sana sa sim account puede kaya yun? matagal pa kasi yung contract ko, nadagdagan pa kc, naging ganito yung signal ko mula ng may tumawag mula sa smart para extend ang contract ko pumayag ako kc ok naman dati, mula noon naging ganito na kalala ang signal ko.

  21. I was ordered to pay 3x relocation fee just because they keep on messing up with pulling the right records from their database. That is how they are decentralized. Mind you, in Laguna na relocation fee is P2500 to P3500 and they expect me to pay that price and file for a refund even if the canopy was never moved. Investigation can take from 1 month to 2 years, refund will take a few more months of verfication. So maybe after a few years I can have the refund processed and get a “Denied” action.

  22. Mr. Padilla, speeds stated by almost all carriers around the world are “best effort” speeds, meaning speeds achieved under ideal conditions. Di naman exact speeds ang nakalagay sa subscription contract mo. Ganyan man ang norm kahit saan. Tapos yang speeds, depende man yan kung anong oras ka nagbrowse, mga subscribers sa area nyo, at sa online activities mo.

    • How will you contented for a slow connection that you can’t even browse Google with small page size? Contract is contract, wherever you lived they must follow the agreement to provide unlimited speed, not depending on the situation of your area.

      Kaw ang matuto gong2x!

  23. “MONOPOLY” Ganun talaga ang cla pag subscriber kana less approach! “ang saya dba?”

    Note: do not ping common websites like google, yahoo, facebook, msn…

    why? If you have knowledge in networking you will know.. “ang saya dba”?

    Last words, they are controlling your speed! Find a way how you can block them from controlling your connection!

    “up to 1mbs” but my connection is exceed from that and I only paying 999/month :D “ang saya dba?

    You have your Canopy or WiMax modem setting mo lng na hindi ka ma control ng mga “noob operators”…

  24. Un-Smart Bro is still a worthless piece of .. you can fill in the last word .. but you get my drift I think. Since day one, only back in early March 2014 it has been very unreliable. And let us not beat about the bush here; the very essence or DNA of wi fi IS and always will be its stability, consistency and reliability and, when it goes wrong, the service absolutely MUST be there minutes later.

    In the case of this company, which I am told is under the same ownership as ‘land line’ PLDT, there is a virtual total failure of any of the aforementioned pre-requisites. For such inept service, on ALL fronts, this business would have had its licence revoked years ago in virtually all other ‘democratic’ jurisdictions around the world.

    I wish not to bore people with the minutae of my experience but suffice to say that by describing every aspect of the offering as inept then I am being reasonably kind. Even some of the staff were miserable which is a rarity with Filipinos even when they know, deep down, that they are working for a company that is useless in almost every gauge and on every level. That shows how bad it is at Un-Smart when some of the most hospitable people in the world are actually rude or just miserable to their clients.

    It is not an exaggeration to suggest it is a significant factor in driving inward investment to other countries because, lets face it, reliable communications is like water and electricity; it is essential and not an occasional luxury.

    It is long overdue that the Philippines enacted laws to enable foreign competition into the utility companies because only then will we see improvement that is so desperately needed across ALL telecom providers because they are all bad in so many ways.

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