This afternoon, the DSL connection at our house just went kaput. I performed some “tricks” — known to all PLDT myDSL subscribers who have experienced problems and sought technical assistance. You know the drill: ipconfig /release and /renew. Resetting the modem. In my case, also resetting the router. I did all those plenty of times, knowing fully well that my computer and house connections may be the culprit.

But after several frustrating tries, I called up PLDT’s so-called customer service.

The voice teleprompter asked me to input my telephone number where their DSL service is connected.

Attendant: Sir, may I have your telephone number.
Me: (But didn’t their teleprompter ask me about it already?) Its XXX-XXXX.
Attendant: What seems to be the problem, sir?
Me: I can’t connect to the internet.
Attendant: Could you check your modem, sir.
Me: All modem lights are on, but the one labeled internet is just still. It should be blinking. Ergo, I have no internet.
Attendant: Sir, we were just informed that there’s a network problem in your area.
Me: Really? When did they inform you? Just now?
Attendant: No, sir. Just as I came in today.
Me: Oic.
Attendant: Sir, it has been reported and we’re now trying to restore the service.
Me: So when can we expect to be reconnected?
Attendant: We cannot promise a specific time, sir.
Me: Can you be more specific about this network problem in our area?
Attendant: The problem is nationwide, sir.
Me: Oh really…

I can’t believe it. Of course, there will always be problems nationwide. Actually, there are always internet problems worldwide. Grabe naman magpalusot.

PLDT owes its customers an explanation everytime their broadband internet service encounters a problem. More importantly, PLDT customers should not be made to pay for the time where there is no service. What we as customers can do is to immediately report similar problems to both the PLDT (or your provider, as the case may be) and to the government regulator.

As the government regulator, the National Telecommunications Commission (NTC) should do its best to help subscribers of PLDT and other broadband internet service providers.