Our Dear Valued Subscribers,

I am reaching out to you with both humility and resolve to address the various concerns over our fixed broadband service. Since the onset of COVID-19, the need for internet connectivity has radically grown as work, education and everyday activities shifted online. This change was greatly felt by our company with the surge in demand for internet service in more homes.

However, like all businesses in the Philippines, the pandemic also severely impacted our operations affecting our ability to promptly respond to the increased customer demand and support requirements amidst a tougher operating environment and reduced workforce.

Nevertheless, I would like to assure you that we are doing everything we can to deliver the service that you deserve while also safeguarding the health and welfare of our personnel. Every feedback matters to us and we value your trust that we can better meet your connectivity needs.

To augment our services, we have been fast tracking improvement measures for our systems and processes. These include the following:

•  Ramping up our workforce and deploying more third-party contractors and installers to better address application and installation issues
•  Hiring and training of more call center agents and providing existing agents with additional vehicles and adjacent housing to ensure they are able to continue operations despite quarantine restrictions
•  Expansion of the capacity of our customer hotlines by 60% so we can accommodate more calls
•  Enhancement of our customer support page enabling you to raise a support service ticket for technical concerns and general inquiries
•  Development of the Converge Xperience App to empower you with self-help solutions for basic troubleshooting

We also acknowledge that there are a number of customer applications in areas which turned out to be unserviceable for various reasons. For those customers who have made downpayments, rest assured you will be refunded accordingly. We have engaged LBC Express to disburse these amounts so you can conveniently receive your refunds.

We appeal for your continued patience and understanding as the results of these changes may not immediately be felt. All of us at Converge remain committed to innovating solutions to connectivity challenges and we will continue to work toward delivering our ultimate goal of empowering homes and businesses with seamless internet experience.