Notes

DPA AND VERIFIERS

Hi Customer, this is Rafal of Converge Social Media Support. I'll be assisting you regarding to your concern.

In the meantime, pwedi po ninyong i review ang aming privacy notice sa: https://www.convergeict.com/social-media-data-privacy-notice/.

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For me to pull-out the correct account, kindly provide the following details below for verification purposes:

-Account Number:
-Account Name:
-Complete Service Address:

Thank you!

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Para din po masigurado ko na mapull-out ko ang tamang account. Pasend naman po ng mga detalye na kailangan sa baba for verification purposes.

-Account Number:
-Account Name:
-Complete Service Address:

Maraming salamat po.


SERVICE ADDRESS

Thank you for the provided account details. To assist you further, kindly provide your complete service address for verification purposes. Thank you.



CURRENT PLAN

Thank you for the provided account details. To assist you further, kindly provide your current plan for verification purposes. Thank you.

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Thank you for your response. To assist you further, may I know when was your last payment made for verification purposes. Thank you.


SPECIFIC CONCERN

Hi Customer, this is Rafal from Converge Social Media Support. Thank you for reaching us. To assist you further. May I know your specific concern? Thank you.



SPECIFIC CONNECTION

Hi Customer, this is Rafal from Converge Social Media Support. Thank you for reaching out to us. For further assistance, may I know your specific concern? If you are referring to a no connection, slow connection or intermittent connection? Thank you.

HOW MAY I HELP YOU?

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for reaching out to us. How may I help you?



DECLINE SPIEL

Thank you Customer. As much as we want to, hindi ko po ma-pull up yung account ninyo based sa information na binigay ninyo. Please contact us again once you have the correct details. For the meantime, I can assist you naman po kung meron kayong general inquiries. Maraming Salamat po!



SOCIAL PERSONA

SOCIAL PERSONA:
AFFILIATION TO THE SERVICE ACCOUNT:



BTS VERIFY

Thank you for your response. To assist you further, may I verify if you already conducted basic troubleshooting steps? As mentioned in my previous message. Your response will be much appreciated.



REST ASSURED WITH REBATE

I apologize for still experiencing no connection. Rest assured that our Maintenance team is resolving the issue as soon as possible. Kindly wait for the meantime and keep your lines open for further updates.

Also, Please be informed that once your connection is restored, you may request a rebate. However, there should be at least 6 days of no connection. This issue must be reported and is also subject to the approval of the concerned team. Thank you.



REST ASSURED

Rest assured that our concern team is working to resolve this issue at the earliest possible time. Kindly wait for the meantime for further updates. You may use the previous reference number to follow-up your concern. Thank you.



SF ENDORSE

Thank you for your response. Our apologies for the inconvenience. As per checking, your modem is up and running. We will now forward your concern to our network team for modem reconfiguration. Please be aware that the standard restoration time is within 24 to 48 hours. Please keep your phone turned on for further information. Here is your reference number 008898781.



HOBS ENDORSE

Thank you for providing your contact reference. Nagawa ko na po yung ticket ninyo with the ticket number 00000000. It takes 24 to 48 hours to be completed. Tatawag po sa inyo yung technician kapag papunta na po sila. Which is why need to check with you. Maaari ko po bang malaman if active pa ang inyong registered contact number? Thank you.



OUTAGE

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for sharing your account information. I am sorry for the inconvenience that this may have caused you. Upon checking on our system, you are affected by the ongoing outage in your area. Restoration is now ongoing and I will be providing updates via SMS on the contact number recorded on our system. Rest assured that our Maintenance team is resolving the issue as soon as possible. You may do a follow-up using this reference number



HI TEAM

Hi Team,

For your kind assistance, a gentle follow-up on this case please. Thank you.

RAFAL-SOCMED L1



BTS LOS

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for the provided account details. My sincere apologies po for experiencing no connection. Kindly try the following basic troubleshooting steps below:

1. Check fiber patch cord if intact and if with physical irregularities
2. Turn off and on the Modem (power cycle).
3. Check if there's any bent or damaged on the wirings and cables

Upon checking on our system, your modem is offline due to fiber issue. May I verify po if there is a red light blinking on your modem? Also, may I know your affiliation to the account holder? Thank you.





BTS
Salamat sa pagbigay ng inyong account details at mga photo. Humihingi ako ng paumanhin para sa abala na nararanasan ninyo na no connection. Upon checking sa aming system, ang inyong modem ay up and running with normal parameters. If the problem still persists, maaari ninyo subukan ang sumusunod na basic troubleshooting steps:

1. Turn off and on the modem (power cycle).
2. Check the power outlet if with the power supply.
3. Check for bends, breaks, and damages on the fiber cable

Also, upon checking sa aming system, your modem status is green. May I verify po kung ano status ng light indicator ninyo? Thank you.

BTS NORMAL

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for providing your account details. I am sorry if you are having a no connection issue. Upon checking on our system, your modem is already online and running with normal parameters. Kindly try the following basic troubleshooting steps below.

1. Check fiber patch cord if intact and if with physical irregularities
2. Turn off and on the Modem (power cycle).
3. Check if there's any bent or damaged on the wirings and cables

Upon checking on our system, your modem status is green. May I verify the status of your modem light indicator on your end? Also, may I know your relationship to the account holder for updating purposes?



BTS SLOW

Hi Customer, this is Rafal of Converge Social Media Support. Maraming salamat po sa pag provide ng iyong account details. Pasensya po dahil nakakaranas kayo ng slow connection. Patry nalang po ang step sa baba to troubleshoot your modem.

1. Check fiber patch cord if intact and if with physical irregularities
2. Turn off and on the Modem (power cycle).
3. Check if there's any bent or damaged on the wirings and cables

May I also ask po what is your affiliation with the account holder? Thank you.



BTS INTERMITTENT

Hi Customer, this is Rafalof Converge Social Media Support. Thank you po sa pag provide ng iyong account details. Pasensya napo kung nakakaranas kayo ng pawala walang connection. Patry nalang po ang step sa baba to troubleshoot your modem.

1. Check fiber patch cord if intact and if with physical irregularities
2. Turn off and on the Modem (power cycle).
3. Check if there's any bent or damaged on the wirings and cables

For further checking, kindly provide a ping test result. Kindly follow the steps below for your reference.

PING TEST STEPS

1. Click the Search icon in the bottom left-hand corner and type "cmd" into the search bar.
2. Select the Command Prompt app - it will be at the top of the list of search results as the best match.
3. A black box with a flashing cursor will open; this is the Command Prompt. Type “ping -t” and then hit the Spacebar on your keyboard.
4. Type in the address you’d like to ping (ex. google.com) and then hit the Enter key on your keyboard. Wait for the ping results.
5. Example: ping -t google.com

Thank you!


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TRACEROUTE
1. Click the Search icon in the bottom left-hand corner and type "cmd" into the search bar.
2. Select the Command Prompt app - it will be at the top of the list of search results as the best match.
3. A black box with a flashing cursor will open; this is the Command Prompt. Type “tracert” and then hit the Spacebar on your keyboard.
4. Type in the address you’d like to trace (ex. google.com) and then hit the Enter key on your keyboard. Wait for the traceroute results.



BTS DOCSIS

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for the provided account details. We are sorry for this experience. We have included a list of basic troubleshooting steps you may try below.

• Detach and attach the fiber-coaxial cord.
• Turn off and on the Modem (power cycle).

If unresolved, please ensure that your modem is always turned on for monitoring purposes and also send us the light status of your modem. Thank you.



REBATE ENDORSE

Salamat po sa mga provided na reported dates. This is to acknowledge your concern regarding rebate. Na-endorsed ko po ang inyong rebate request sa aming team. Kindly wait in the meantime na lamang po for further updates. Here is your reference number SF-01271458. Thank you!



BERATE REQUEST

I understand that you wanted to request a rebate because of service non-usage. As much as we want to grant it right away, the request for the rebate will be reviewed based on the issue reported and will be subject to approval by the concerned team. Please be advised that the minimum number of days required for a rebate request is 6 days. For us to assist you, kindly send us the following details below:

REPORTED Date/s of no connection:
Number of Days (non-usage of the internet):
Date of Restoration:
Existing ticket/s for no connection:

Thank you!



REBATE WITH OPEN TICKET

Thank you for your response. Ang rebate request ay reviewed based on the issue reported and will be subject for approval po sa aming concerned team. Your reported ticket number is still open, we will just waiting for the right department to close the ticket para po maprocess ang iyong rebate request. Thank you.


SSO

Hi Customer, this is Rafal of Converge Social Media Support. It's good to hear that your connection has been restored. If you have any other concerns, please do not hesitate to message us again. Thank you

For helpful tips on how to maximize your internet connection, watch and subscribe to our official YouTube channel, Converge ICT Solutions Inc.

Create a trouble ticket using any of our self-service facilities. Tickets like these go direct to our on-site repair team. No need to talk to a technical support representative.

1. Download our Converge Xperience Mobile App in App Store for IOS and Google Playstore for Android.

2. Voice: Please note that our Customer Experience Hotline are available on these operating hours (No need to talk to an agent, you can choose :

a. Via Click2Call using [https://click2talk.convergeict.com/clicktocall.php]
using an android phone or chrome browser;

*For Converge Xperience App*: https://cnvrgclicktocall.convergeict.com/converge/click-to-talk


b. NCR: (02) 8667 0850
Technical Support 9am-6pm Monday to Sunday
Customer Care 9am-6pm Monday to Friday

c. Regional: (045) 598 3000
Technical Support 9am-6pm Monday to Sunday
Customer Care 9am-6pm Monday to Saturday

3. Web Submission Forms:
a. General Inquiry: https://www.convergeict.com/customer-care/
b. Technical Support: https://www.convergeict.com/tech-support/

Avoid creating multiple tickets. Once you get confirmation that your concern is already submitted, please refrain from submitting the same concern to different channels for efficient handling of your ticket. Thank you!



ADS

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for providing your information. Upon checking, your account has been automatically deactivated due to arrears. Your account has a past due balance amounting to PHP 1,620.00. Please be advised that if this is not settled within 30 days, your account will be subject to permanent disconnection. Once settled, kindly send me the receipt so I can forward it to the concerned team for re-connection. Thank you!



PDS

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for providing your account details. I am sorry for the inconvenience you are experiencing. Please be informed that your account status is Permanently Disconnected due to your arrears. Also, please be informed that I will no longer reactivate your account due to our company policy. If you wish to continue our service, kindly re-apply for a new one. Thank you.



STANDALONE SETUP

I apologize for the inconvenience that this may have caused you. I received an update from our Network Team they advised you to test connection via standalone (bypass your router and connect the cable from Port 1 of CPE/modem to 1 Laptop/PC). Reboot modem first before testing, send us the latest traceroute, ping test, and speed test results for our reference.

Kindly follow the steps below:
Trace Route
1. Connect your computer to modem directly using LAN Cable
2. Open Command Prompt by running (Windows Key+R) and type cmd
3. Type "tracert + (website or game server you experience slow or intermittent connection)"
For example: tracert www.google.com.
4. Screenshot the results and send to us for our reference.

Ping Test
1. Connect your computer to modem directly using LAN Cable
2. Open Command Prompt by running (Windows Key+R) and type cmd
3. Type "ping + (website or game server you experience slow or intermittent connection) + -t"
For example: ping www.google.com -t
4. Screenshot the results and send to us for our reference.
Please wait for the ping test to reach the full page before you screenshot for more reliability.

Speed Test
1. Connect your computer to modem directly using LAN Cable
2. Open Browser and navigate to "www.speedtest.net"
3. Change the server to Pasig City - Converge ICT Solutions Inc.
4. Click Go to conduct a speed test
5. Screenshot the results and send to us for our reference.

Thank you!



STILL AFFECTED OUTAGE

Thank you for giving us feedback. This is to acknowledge your message regarding your no connection issue. I apologize for this experience. According to our findings, you are still affected by the ongoing network outage in your area. The restoration is currently underway, and we'll send you updates via SMS to the phone number we have on file. Kindly wait for the meantime for further updates. Rest assured that our Maintenance team is working to resolve this issue at the earliest possible time. Thank you for your kind consideration.



GUI

Hi Customer, this is Rafal of Converge Social Media Support. Kindly follow these steps on how to change your password. You may reset your password on the steps mentioned below:

Huawei Modem
Step 1:
Open a browser and go to 192.168.100.1
Default Account and Passwords are:
Username: root
Password: admin / adminHW
Step 2:
-Go to WLAN then 2.4G or 5G Basic Network Settings. After changing the SSID Name and WPA PreSharedKey, click on Apply.

Fiberhome Modem
Step 1:
Open a browser and go to 192.168.1.1
Default Account and Passwords are:
Username: user1 / user2
Password: 12345 / user1234 / user12345
Step 2:
-Go to Interface Setup then Wireless. After changing the SSID and Pre-Shared Key, click on Save.

ZTE Modem
Step 1:
Open a browser and go to 192.168.1.1
Default Account and Passwords are:
Username: user Password: user
Step 2:
Go to Network then SSID settings, change the SSID name then click SUBMIT.
Step 3:
-Go to Network then Security, change the WPA Passphrase then click SUBMIT. Thank you!




SOA MANUAL

Please be informed that you will receive your SOA at your registered email address shortly. Kindly wait in the meantime po. Thank you!



SOA SEND

Thank you for your response. Please be informed that I already send your SOA for the month of September. Kindly check your spam message kung wala pa rin po ang iyong SOA please keep us posted. Thank you.



PAYMENT CHANNEL

Hi Customer, this is Rafal of Converge Social Media Support. For your reference, kindly see the other payment channels below:

• ECPAY (7/11)
• Paynamics ( credit card payment via gofiber.ph )
• UnionBank
• Pay&Go (BTI Kiosks)

While the following channels post payment within 2–3 business days:

Online Payment and Over-The-Counter Payment
•BDO
•AUB
•BPI
•Hellomoney
•PayMaya
•GCash

Over-The-Counter Payment
•AUB
•RCBC
•BDO
•Unionbank
•SM Payment
•Cebuana Payment
•Bayad Centers

To add your Converge ICT account to your online banking accounts, click here: https://www.convergeict.com/pay-bills-with-our-banking-partners/. Thank you.



PAYMENT NOT POSTED

Maraming salamat po sa pag provide ng inyong proof of payment. Upon checking ang iyong pong payment ay hindi pa posted sa aming system. Kindly wait within 2 to 3 banking days for your payment to be posted on our end. If nag exceed po ang timeframe. Imessage niyo nalang po ako ulit. Also, please be informed po na automatic marereconnect ang inyong service within 24 hours after your payment has been posted. Thank you.


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Thank you for providing your proof of payment. Upon checking your payment has not yet been posted to our system. Kindly wait within 2 to 3 banking days for your payment to be posted on our end. If the timeframe is exceeded. Just message me again. Also, please be informed that your service will be automatically reconnected within 24 hours after your payment has been posted. Thank you.



PAYMENT POSTED

Maraming salamat po sa pag provide ng inyong proof of payment. Upon checking po sa aming system, posted na po ang payment niyo sa aming end at active na rin po ang inyong account. Also, please be informed po na automatic marereconnect ang inyong service within 24 hours after your payment has been posted. Thank you.



SITE TRANSFER ALREADY PROCESS

This is to acknowledge your concern regarding the site transfer request. Please be informed that I already endorsed your site transfer request to our concerned team. Here is your reference number SF-01145052. Also, please be informed that the Schedule of transfer has no specific date around 7-10 working days, depending on advice upon acknowledgment of your request. Thank you.



ACCOUNT TERMINATION

Hi Customer, this is Rafal of Converge Social Media Support. My sincere apologies po for the inconvenience na dulot nito sa inyo. Please be informed that you still need to finish your 24 monthly lock-in period before I process your request for termination. Also, if you insist on terminating your account, you need to settle all the remaining months upon the contract. Regardless, may I verify why you still want to disconnect your line for my reference? Thank you.



ACCOUNT TERMINATION REQUIREMENTS

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for providing your account details. This is to acknowledge your request regarding account termination.

If you want to proceed with your request po, pasend nalang po ng mga sumusunod na requirements para po ma process ko ang inyong request for termination.

- 1 Valid ID of the Account Holder
- Letter of Request
- Serial Number and MAC Address of the modem

Thank you.



WIN BACK

Hi Customer, this is Rafal of Converge Social Media Support. This is to acknowledge your message regarding the account termination. I am saddened to hear that you are requesting for voluntary permanent disconnection (VPD). I suggest that you may ask your relatives and friends if they are willing to take over the subscription. Thank you.



May outage ba sa…

Hi Customer, this is Rafal from Converge Social Media Support. Thank you for reaching out and I'll be glad to assist you.

Upon checking, there's an ongoing outage in some place in Pampanga. Do you want me to pull-up your account to check if you are and your area is affected by an outage?



VENTILATION

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for the provided photos. I am sorry for this experience. Upon checking, your modem is at a high temperature. Kindly turn off your modem for 15 minutes and ensure proper ventilation to prevent the device from overheating.



ADVISE BY R.U

My sincere apologies po sa abala na dulot ng kawalan ng connection. I received an update po sa aming Network Team, they already made an adjustment po sa inyong connection. They also advised you po to reboot your modem and test your connection. If the problem still persist, mag message lang po kayo. Thank you.



ADS RECONNECTION

Hi Customer, this is Rafal of Converge Social Media Support. My sincere apologies for the inconvenience that this may have caused you. As much as I want to grant it away, please be informed that we have a company policy once your account is automatically deactivated due to arrears. You will need to settle all your remaining balance in full for reconnection. Thank you.



NEW APPLICATION

Hi Customer, this is Rafal of Converge Social Media Support. Kindly click the link below for the easy application process and to know if your area is serviceable.

Link: https://gofiber.ph/

Thank you.



THIRD PARTY ROUTER

Thank you for providing your account details. Pasensya na po kung kayo ay nakakaranas ng no internet connection. For our reference po, may I verify lang kung kayo po ay gumagamit ng 3rd party router/modem or may extra po kayong modem aside from the converge router/modem? Kindly keep us posted po. Also, may I verify if the problem still persist on your end? Salamat po.



WIFI 6 STILL ONGOING

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for the provided account details. Please be informed that the delivery of WIFI 6 modem is still on-going. We will be providing updates via email or SMS on your registered contact details. Kindly wait in the meantime. I ask for your patience and understanding. Thank you.



RELOCATION

Hi Customer, this is Rafal from Converge Social Media Support.This is to acknowledge your message regarding your relocation. Please be informed that there will be a relocation fee amounting to PHP 1,000.00. For further assistance with your relocation request, kindly email the list of requirements below at [email protected]

- 1 Valid ID of the Account Holder
- Letter of Request
- Rewire Cable/Extension - PHP 300

Thank you.



SITE TRANSFER

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for reaching us. Kindly send me your new address so that I can check it if it is serviceable. It is better po if you can provide a screenshot of pinned location via Google map and a nearest landmark.



SITE TRANSFER SERVICEABLE

Thank you for providing your new service address. Upon checking on our system, your new service address that you provided is serviceable. May I request you to prepare the following requirements below and the fee for site transfer amounting PHP 2,500.00. If you want to apply, kindly send an email on [email protected] for proper assistance.

1. One (1) Valid ID of the Account Holder.
2. One (1) Valid ID of the Account Holder and the Representative, if the request is not from the Account Holder.
3. Proof of Billing / Barangay Certificate/Clearance will be required in case the client has no P.O.B (Proof of Billing) yet on the new service address
4. Screenshot of coordinates of new address or pinned location in Google Map (Aerial View/Satellite view).
5. Letter of Intent/request following the conditions* and/or email request will do following the conditions*.
6. Confirmation of customer (agreed to pay the site transfer fee).

Please be advised that you must have no outstanding balance in your account to proceed with your request. Thank you.


SITE TRANSFER NOT SERVICEABLE

I appreciate your interest in our plans and services. However, I regret to inform you that your location is not serviceable, and is still subject to expansion. Is there anything else that I can help you with? Thank you.



GET SOA

Hi Customer, this is Rafal from Converge Social Media Support. You may get a copy of your SOA at https://get-soa.convergeict.com/ and follow the simple steps.

Step 1: Please enter your 13-digit account number and review the Privacy Notice. Once done, tick the boxes, then click NEXT.
Step 2: Should you need to update your contact details, please click UPDATE. If not, click PROCEED
Step 3: Key-in the One-Time-Password that will be sent to your registered contact number. Then, click VALIDATE.
Step 4: Your STATEMENT OF ACCOUNT (SOA) is now ready to download.

Thank you


HIGH TEMPERATURE

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for the provided photo. Upon checking on our end, your modem device is running at a high temperature. Make sure that the room where the modem is placed is well ventilated. Also, please power cycle your modem by turning it off and on within 10 to 15 minutes. If you still have no connection, kindly try the following basic troubleshooting steps below and provide us with your traceroute and ping test results.

1. Check the condition of the fiber patch cord for any break, bend, or damage.
2. Ensure that both ends of the fiber patch cord are inserted correctly.

Also, may I ask what is your relationship with the account holder? Thank you.



NEAREST LANDMARK

Thank you for conducting the basic troubleshooting steps. This is to acknowledge your message regarding no connection. To further assist you on your concern, kindly provide the following details:

- Nearest Landmark in your area:
- Preferred Contact Person:
- Preferred Contact Number

Please be informed that the requested information is the reference of our technician for onsite visit. Also, may I know your affiliation to the account holder? Thank you.



NEAREST EXAMPLE

Thank you for the provided contact information. Para po sa reference ng aming technicians, kindly provide us ng pinaka malapit na establishment sa inyong area para po sa inyong nearest landmark ( Example: School, Alfamart, 7/11 store ). Thank you.



ADJUSTMENT

Hi Customer, this is Rafal of Converge Social Media Support. My sincere apologies po for the inconvenience na iyong nararanasan dahil sa kawalan ng connection. Upon checking, your account is up and running with normal parameters. Also, I made an adjustment on our end. Kindly reboot your modem and if the problem still persist, kindly message back again. Also may I know if you are using third party router? Thank you.



MODEM NO POWER

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for sending your account details. This is to acknowledge your message regarding your modem. For our reference, kindly send the photo of your modem no power na naka plug in po ito. Thank you



SOA PASSWORD

Hi Customer, this is Rafal of Converge Social Media Support. Please be informed na ang password po ninyo ay LAST 4 LETTERS of accounts LAST NAME and the LAST 4 DIGITS of your ACCOUNT NUMBER.

Example:

ACCOUNT NAME: JOHN CARLOS
ACCOUNT NUMBER: XXXXXXXXX9123

LAST 4 LETTERS OF LAST NAME

PASSWORD: RLOS9123

Thank you.



OTHER NAP PORT

I do apologize for the inconvenience. It is possible that the NAP box that was assigned to you is affected by the outage, and some neighbors in your area have separate NAP boxes. Thank you.



SEND US A DM (TWEETER)

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for reaching out to us. I sincerely apologize for the inconvenience this issue may have caused. Allow us to assist you by sending us a DM: cnvrge.co/twcict. Thank you.



BIDA FIBER

Hi Customer, this is Rafal of Converge Social Media Support. Please be informed po na hindi po kami naghahandle ng Bida Fiber accounts. Kindly coordinate po sa Bida Fiber support page for proper handling. For further assistance, you may send an email on: [email protected] or you may send a message on https://www.facebook.com/people/Bida-Fiber/100087330447463/?mibextid=ZbWKwL. Thank you.



FOLLOW UP WITH REBATE

Hi Customer, this is Rafal of Converge Social Media Support. I am sorry for this experience. Please be informed that I made a follow up to the team for an onsite visit. Rest assured that the team is aware of this. For now, kindly keep your mobile lines open na lang po for possible contact ng ating mga technicians to visit your area and to check your line.

Please be informed that once your connection is restored, you may request a rebate. However, there should be at least 6 days of no connection. This issue must be reported and is also subject to the approval of the concerned team. Thank you.



LOCATED UNDERNEATH

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for the provided account details. To assist you further, kindly provide a photo of your modem showing the serial number and mac address located underneath of the modem. Please be informed that the serial number is located on upper right corner of your modem. Thank you!



LETTER OF REQUEST

For the Letter of Request, it can be a handwritten or computerized copy. Please make sure that it is signed. You can take a photo of the letter and send it back to us. Thank you!



REFUND REQUIREMENTS

Hi Customer, this is Rafal of Converge Social Media Support. This is to acknowledge your concern. Please be informed that you can request a refund. Kindly provide the requirements below to process your request.

•Letter of Request (with Account Holder's Signature)
•Account Holder 1 Valid ID
•Refund Form ( see attached file )
•https://www.convergeict.com/wp-content/uploads/2022/10/Refund-Form.pdf

Thank you.



SITE TRANSFER OR RELOCATION

Hi Customer, this is Rafal of Converge Social Media Support. May I verify po kung site transfer or relocation po ang inyong request? Please be informed that if you want to move your modem from one place to another place of your house (relocation), it will cost you P500.00. If you want to transfer your modem from one house to another house (site transfer) including apartment, condominium and compounds, it will cost you P2,500.00. The relocation/site transfer request fee will be charged to your bill. It will only be processed if you do not have a pending balance. May I verify which service are you inquiring about? And if your requesting is for site transfer, may I asked po ng inyong new service address para ma check ko narin po if serviceable. Thank you.



24 TO 48

Thank you for your response. Please be aware that the standard restoration time is within 24 to 48 hours. Rest assured that our concern team is working to resolve this issue at the earliest possible time. Kindly wait for the meantime for further updates. You may use the previous reference number to follow-up your concern. Thank you.



BLOCK OTHER DEVICE

This is to acknowledge your message. You may follow the steps below to block or remove the other devices.

1. Launch a browser and enter the router IP address (it’s most commonly 192.168.1.1 or 192.168.10.1)
2. Go to Advanced > Security > Access Control.
3. Enable Access Control.
4. Select the access mode to either block (recommended) or allow the device(s) in the list.

To block specific device(s)

1) Select Blacklist and click Save.
2) Select the device(s) to be blocked in the Online Devices table by ticking the checkbox (es).
3) Click Block above the Online Devices table. The selected devices will be added to Devices in Blacklist automatically.

To allow specific device(s)

1) Select Whitelist and click Save.
2) Click Add in the Devices in Whitelist section. Enter the Device Name and MAC Address (You can copy and paste the information from the Online Devices list if the device is connected to your network).
3) Click OK.



TWEETER

Hi Customer, I apologize for this experience. To properly assist you with your concern and to ensure your data privacy. Allow us to assist you by sending us a DM on our support page:twitter.com/Converge_CSU. Thank you.


Hi Customer, I apologize for this experience. I already send DM. Kindly check your inbox para po maassist ko po kayo. Salamat po.



PRO RATED BILL

Thank you for the provided account details. Please be informed po na ang first bill nyo ay ang inyong prorated bill. Please be informed din po na ang prorated bill ay consists ng pro-rated charge and your monthly subscription fee. Prorated charges are partial charges for the time between starting the new service and your bill date. Sa first monthly bill po ninyo lamang kasama ang pro-rated bill. Salamat po.



APPLICATION ON PROCESS

Thank you for the provided account details. This is to acknowledge your concern. Please be informed that the status of your application is for schedule of installation. Also, be informed that the standard time of installation is 7-10 Days. Thank you for your understanding.



FACEBOOK

Hi Customer, maaari po lamang na mag send po kayo ng PM sa aming support page, para po matulungan po namin kayo sa inyong concern heto po ang link ng aming support page: cnvrge.co/fbcict. Maraming salamat po.



MODEM REPLACEMENT

Thank you for your response. Please be advised that modem replacement is only done if the current device is broken. Likewise, the replacement of the modem is amounting to 2,500.00 and it is free of charge is the problem is on our end. Thank you!



BACKLOGS

COLSE - Hi Customer! Please be advised that we'll be closing the case since it's been more than 48 hours from your last message to us. Don't worry, you can always reach out to us again if you have any concerns. Thank you.

Hi, just checking if you're still with us? If you do not wish to continue this conversation anymore, we would go ahead and consider your concern as resolved. But please message us anytime if you have any more questions. Thank you.

Hi, just checking if you're still with us? I am sorry for the late response. May I verify if the problem is still persist? Your response will be much appreciated.

ERROR TO SEND - Unable to send message/closed case




ACCOUNT UPDATE

Hi Customer, this is Rafal of Converge Social Media Support. Thank you for reaching us. If you want to update your account details, kindly click the link below:

https://account-update.convergeict.com/

Thank you!



STAGGARED PAYMENT

Hi Customer! This is Rafal of Converge Social Media Support. Thank you for reaching out to us. Upon checking on our system, May dalawa pong way nang pag-babayad. For Plan Fiber X 1500 pwede niyo pong bayaran ng full ang installation fee at meron naman po tayong tinatawag na staggared payment na babayaran niyo ng 24 months amounting to PHP 125.00 na madadagdag sa bill niyo monthly aside sa PHP 1,500.00 na payment niyo. Also, upon checking, nag agree po kayo sa staggared payment na babayaran niyo ng 24 months amounting to PHP 125.00. Thank you.



OUTAGE CAUSE

Please be informed po na ang mga possible na naka cause ng outage sa iyong lugar ay ang mga sumusunod:

-System Enhancement
-Accidentally hit by vehicle the Converge Post
-Inclement Weather
-Fire Incident

Salamat po.


WIN BACK DOWNGRADE

I totally understand po. The reason why I asked kasi is we hate to see you go as a Converge customer. Which is why you would be happy to know na pwede po namin i-downgrade yung plan ninyo for free. This means na ang plan niyo po right now is FIBER X 1599 250MBPS and if you agree po magiging FIBER X 1250 70MBPS. If you agree now, magta-take effect po ito sa next month's bill niyo po kaagad. What do you think po? Your response will be much appreciated.


RECONFIGURATION

Thank you for your response. Our apologies for the inconvenience. As per checking, your modem is up and running. We will now forward your concern to our network team for modem reconfiguration. Please be aware that the standard restoration time is within 24 to 48 hours. Please keep your phone turned on for further information. Here is your reference number 008898781.


INSTALLATION FEE

Please be informed po na ang payment sa installation fee ay amounting sa PHP 2,500.00. May dalawang options po to pay this, (1) upfront payment or one time payment at (2) staggered payment. If you choose the upfront payment (one time payment) ito po ay amounting to PHP 2,500.00. But if you choose to pay staggered installation fee, you need to pay amounting to PHP 125.00 for 24 months. Kung meron pa po kayo ibang concerns, mag message lamang po kayo sa amin. Thank you.


STILL ON PROCESS

I do apologize for the inconvenience that this may have caused you. Upon checking, your concern is still on process. But, rest assured that our team is already aware of this matter. I will update you right away once I receive a response from them. I ask for your extended patience. Thank you.


DOWGRADE 1250

Thank you for your response. Please be informed na hindi po applicable ang FIBER X 1250 downgrade dahil ito ay exclusive lamang sa mga new application. If you have any other concerns, do not hesitate to send us a message. Salamat po.


ENDORSE

Please be informed that I already endorse your request to the right department for proper handling. Rest assured that the team is aware of this. For now, we just have to wait na lang po ng update from the team. Here is your reference number SF-01362604. Thank you.


MISSED PAYMENT

Thank you for the provided photo. please be advised po na meron po kayong miss payment noong August 2023. Ngayon po ang mga latest payment po ninyo ay na cover up po nito ang inyong miss payment. If nag bayad naman po kayo sa nasabing buwan, maaari ko po bang mahingi ang inyong proof of payment para po sa aming reference? Also. maaari ko po bang malaman ang relationship niyo sa account holder para po sa aming reference? Thank you.


TYPE FORMAT

Thank you for sharing the photo. It's important to mention that, in accordance with our company policy, we are only able to verify account information when it is presented in a typed format. This is a security measure we have in place to ensure the accuracy and security of the information. For further assistance, kindly send us the requested details in the previous chat in a type-written format. Thank you.


HOTLINE

This is to acknowledge your concern regarding our hotline. Please be informed that you may contact us at the following contact number below:

via Click2Call using cnvrge.co/clicktocall using an android phone or Chrome browser

NCR: (02) 8667 0850
Technical Support 9 am-6 pm Monday to Sunday
Customer Care 9 am-6 pm Monday to Friday

Regional: (045) 598 3000
Technical Support 9 am-6 pm Monday to Sunday
Customer Care 9 am-6 pm Monday to Saturday

Sales: 0919-057-1000
Customer Service: 0919-057-2428

If you have further questions, feel free to message us back. Thank you!


MODEM PICK UP

Thank you for your response. There is an update regarding your Voluntary Permanent Disconnection request. As per concerned team, your request is already processed in your account. To finalize your request, kindly surrender the modem to the nearest business center in your area.

And also, please be informed that there will be a pick up fee worth Php 500.00 if you request to pick up your modem. May I confirm if you still want to request for modem pick up? If yes, kindly provide your letter of request with acknowledgement of the service fee. Thank you.


1,070

Please be advised that your 950 promos will only run for 12 months from the start of your promo. Upon checking, your promo ended in December 2023. So what you will pay is the regular rate of PHP 1,250.00 plus your installation fee of PHP 125.00. Please let me know if you have any more concerns. Thank you.