"Awesome" BayanTel's Customer Service and Support, long gone?

I have been a subscriber of BayanTel since 2003, at that time I only got their landline subscription until 2008 I decided to avail their DSL bundle. Everything was promising, I had an awesome speed connection which catered my entertainment needs in terms of gaming, movie and music downloads.

But like any dream, I was visited by a terrible nightmare which came to life that a customer would like to be awakened of - BayanTel's service and support sucks. Last year, a week doesn't pass by without calling their technical support and all with the same problems - no internet and/or intermittent connection, no dial tone. They replaced my ZTE modem with an older looking version. It looks really old but it worked so it was fine with me so the BayanTel agents were spared by my rants and I got spared from their spiels and customized templates.

Until today, I had the same effin problem AGAIN. Before, whenever I had issues, a day won't pass by and my issue is quickly resolved. The technician will contact me for confirmation that he passed by the house and fixed it and this genuine awesome customer service is long gone.

Last Tuesday night, I called their support and reported my intermittent net connection. I was told that a technician will pass by within 24-48 hrs to check our net. Wednesday after lunch, I found it a bit odd that I haven't received any confirmation from the technician. So I thought they are just on their way and I asked Jez, my partner to follow it up with them. To our dismay the agent said that the technician went already at 9am and it was acknowledged by Eunice Antonio, my cousin.

My concern:

1. I DON'T have a cousin named Eunice Antonio and I DON'T KNOW anyone named Eunice Antonio.

2. The agent insisted we had the same reference number and the issue is fixed already which was acknowledge by my "cousin".

3. They have my mobile contact number with them, why didn't they confirmed it with me before insisting what is reported by their system?

Get your records straight, BayanTel! You consider yourself leading provider for telecommunications but it seems your people have issues with communicating information to one another.

So, I made 2 follow ups yesterday to make sure a technician will fix it within the day and all I got was a spiel "wait for 24-48 hrs". That night, my net connection is still intermittent. I just shoved it off and gave them till Thursday to fix it.

Thursday came and after lunch I decided to call them up again. To my dismay, the agent Johnard Agunad (If I got it correct) said that the technician already replaced the cables yesterday 5pm and no one was in our house. SERIOUSLY? We wasted a day to wait for them and they are claiming that no one is at home??? THAT IS SO EFFIN LAME!

This "awesome" agent then told me to monitor my net. Dude, what is left for me to check? I already checked my net last night and today! The issue is not resolved?! It's how he beats around the bush that pisses me off. When I asked if a technician will not come by at our house today, he said I need to monitor my net connection and submit a screenshot of the tracer route results. Stupid, stupid, stupid.

In the first place, the technician (if he was really there to replace the cable) should have come over to our house and check if my net connection is fixed before leaving and reporting to their department that it's fixed. Common sense, is it really rare nowadays?

I have been lamenting whether to cancel my subscription of 8yrs from them. Service is degrading as days go by and yet they had the guts to increase their subscription fees. I don't mind paying additional fees, but hey, I deserve more than this. If this is how you treat loyal customers, I wish your business good luck. I thought BayanTel was different from the other providers and I was even proud to recommend you to my friends. Good customer is long gone, too bad.