Billed for failed service

Cielito F. Habito’s Oct. 11 column, titled “Technology for people, not just profit” prompted me to write this letter.

For over a month now, our Internet has been down. The problem started with both our Internet and cable connections suddenly conking out. We suspected this was caused by the strong rains. However, the cable service quickly returned, but not the Internet.

In fairness to SkyCable, it sends technical people every time we call its hotline unit.  However, none of them has been able to solve the Internet problem. And there seems to be a lack of coordination within SkyCable’s technical team. Every SkyCable visit introduces us to a new face—another person who goes through the whole nine yards, so to speak, as did the technical man before him, and then says exactly the same thing: he can’t fix the problem and will ask for somebody else from the technical team to be sent to our house. So with every visit comes a growing frustration.

I am just grateful that we do not rely on the Internet for business. Imagine the lost revenues we would have had if we did. But the problem inconveniences us a great deal. We admit that, on the personal side, we have become so dependent on this technology and it is simply unimaginable for us not to have an Internet connection.

It’s not the SkyCable broadband service that sucks.  It is actually fast and it has brought the Internet experience (at least for me) to a higher level.  The problem is the lack of coordination and the inability of SkyCable’s technicians to troubleshoot the Internet problem—which is a cause of huge disappointment, considering that SkyCable’s mantra is “Fastest Service.”

To top it all, we were billed for the entire period our Internet connection was out.

—ANNA ABAD,

San Juan City;

[email protected]