Dear Valued Subscribers,

As you know, a network outage occurred last Aug 03, 2020, 10:12 AM which brought down internet connectivity in some areas within Metro Manila and nearby provinces.  These were immediately acted upon by our team and service in all areas was restored by 1:58 PM on the same day.  Unfortunately, another service interruption occurred lasting only 5 minutes in select locations at around 3:15 PM. This too, has been resolved.

We deeply regret the inconvenience these service interruptions may have caused you.  We are doing our best to ensure uptime as we recognize the importance of internet connectivity, especially during these crucial times.

We understand and sympathize with your difficulty to access our call center agents as we are currently in the process of augmenting our call center support capabilities.

At the start of the ECQ and well into MECQ, mobility restrictions significantly constrained our ability to rapidly ramp up our customer services especially when the requirements for our services spiked. The safety and well-being of our agents and personnel are also our topmost priority during this time, so many of our agents started to work from home. For agents who preferred to work at our call center sites, as soon as we were able, we purchased additional vehicles to safely ferry our agents to the sites. More recently, we have also outsourced to third-party providers to help address the additional customer service requirements. We are fully aware that the quality of service cannot be compromised so we also continue to implement our full training programs.

The effect of these improvements, however, cannot be felt overnight. And with the regression back to MECQ, our enhancement initiatives may be temporarily hampered. Nevertheless, we remain committed to providing you with solutions to address your needs.

We highly encourage you to maximize these alternative ways to report your concerns apart from talking to an agent:

1)     Utilize our mobile app, Converge Xperience, which you may download from Google Play or the App Store. With this app, you may find your statement of account, pay your subscriptions, create trouble tickets, and learn self-help tips. Upcoming versions will have more advanced capabilities.

2)      Create trouble tickets via our website https://www.convergeict.com/support/i-need-help/

This is a more convenient and systematic way of reaching out to us and letting us know the specific support you need. Please refrain from creating multiple trouble tickets as these create unnecessary duplicate requests which will make our system less efficient.

Useful tips can also be found in our official Converge ICT YouTube channel.

Again, we appeal for your understanding as we are doing our best to serve you better amidst the restrictions we all currently face.

Thank you for your cooperation and your continuing trust.

Converge ICT Solutions, Inc.