Wi-tribe Complaints

Wi-tribe Complaints

Email sent to:
customercare@ph.wi-tribe.com
customercare@wi-tribe.ph

Hi Wi-tribe customer service,

I would like to complain my very slow internet speeds!!!!
I ran 3 consecutive speedtests on your website and I got very slow download speeds!!!!
Attached here are the screen shots of the speed tests…
It’s even slower than your cheapest plan with 512 kbps!!!

Last Result:
Download Speed: 124 kbps (15.5 KB/sec transfer rate)
Upload Speed: 101 kbps (12.6 KB/sec transfer rate)
Latency: 121 ms
Wed Aug 03 2011 00:20:13 GMT+0800 (China Standard Time)

It is so unfair that I’m getting this speed
especially since I am a Plan 2mbps subscriber!!!
I need you guys to stop tinkering with my account
and adjusting the connection speeds!
Last time I called, the agent said that she just removed
the redirection something because my account was said to be delinquent!
Which by the way.. FYI, was already FULLY PAID even before the due date!!!!
(with a balance of -176.00 pesos because I paid more than
the last month’s due amount)
Please have this rectified ASAP!!!
I could not tolerate you guys any longer!!!
I still have my recorded conversations with a couple of your agents in my phone..
One of which has the agent promising me a callback from a manager
who actually didn’t call me back that’s why I had to call you again
before finally speaking to a helpful manager
who promised me a billing adjustment this month.
I sure hope you follow up on this! Be very careful of your response
as I will be posting updates to my blog
So we can all see how Witribe customer service really cares about its clients!

Thanks,
Jazee Llaguno

 

UPDATE

From: “customercare@ph.wi-tribe.com” <customercare@ph.wi-tribe.com>
To: Jazee Llaguno
Sent: Wednesday, 3 August 2011 11:04 PM
Subject: RE: SLOW SPEEDS AGAIN!!!!!!!!!!!

 

Dear Ms Jazee Mae.

Thank you for forwarding this concern to us. Re received your email on August 3, 2011 regarding slow browsing.

We do apologize for the inconvenience this has caused you.

To address your slow browsing concern, we suggest you try our initial troubleshooting to further isolate the problem.

* Please indicate the complete address where you are using the modem
* Unplug – replug modem (modem power cycle)
* Check number of signal lights. If below 5 bars (using Motorola / black modem) / 4 bars (using Gemtek / red modem), try to relocate the modem within the house, preferably near the window where there is no obstruction outside or anywhere in the house where signal is present.
* Check if using 3rd party router, if yes, bypass other router, connect modem directly to one pc only and conduct modem power cycle
* Conduct speed test, you may use speedtest.net, use Makati server and conduct speed test using wi-tribe.ph speed checker. Conduct speed test 2 times, get the average.
* Try using other browsers if present, if none, continue with existing browser
* Optimize browser by clearing cache (deleting files, cookies, etc.)
* Temporarily stop/pause if there is/are running peer-to-peer applications or any other downloading applications while conducting speedtest or browsing
* Perform restore factory settings inside the gateway of the modem by:
> Open a browser then go to URL 192.168.15.1 (If using Motorola / black modem) / 192.168.1.1 (If using Gemtek / red modem).
> Enter the password “motorola” (If using Motorola / black modem) / “witribe” (If using Gemtek / red modem).
> Go to “Personalize” tab
> Click “Restore factory settings”
> Then click “Apply”
> Wait for the modem to restart and acquire steady signal lights.

If you experience the same problem after doing basic trouble shooting, may we kindly ask you to send us screenshots of the speed test (conduct speed test through speedtest.net, use Makati server and speed test using wi-tribe.ph speed checker), ping (at least 3 websites which you usually access) and trace route (3 websites – same with ping) results. Kindly provide us also following information:

MAC ID: (located at the bottom of the modem)
Serial#:
Contact#:
Service Add: (Please provide nearby streets or cross street and nearest landmarks)
***If you could provide us the latitude and longitude of your area, please do so. To get it, you may refer to http://www.maps.google.com, search for your location, point the cursor to the exact location then right click and choose “Directions to here”. Please take note of the number which will appear on the left side of the map

* Please provide the signal strength experienced. (How many signal bars?)
* Are you located at high rise building? What floor?
* Are there any hi-rise structures around your vicinity?
* When was the date/time you experience slow browsing?
* Do you experience good connection before complaining of slow browsing?
* Check if encountering the same problem when you are using other ISP to the same laptop or desktop.
* What are the sites visited where you experienced slow browsing?
* What was the experience while connecting to international and local website?
* What are the results conducting speedtest from Makati server using http://www.speedtest.net and from http://www.wi-tribe.ph/index.html? Kindly attach the result.
* What are the application use by customer when experience slow connection? (eg. torrents, p2p, web browsing, downloading)
* What are the results of the ping test and traceroute of the website you are trying to browse in the command prompt (e.g. ping yahoo.com) Kindly attach the result.
* What is the desktop / laptop specs including processor, memory (ram), and video card?
* Please provide the following by accessing your modem settings via GUI:
RSSI :
CINR :
BSID :

For Motorola Modem, please follow these procedure:

-While the modem is properly plugged in to your computer, kindly open a web browser.
-On the address bar, kindly type in 192.168.15.1 then click on enter.
-Next page will be WiMax Motorola Page password page, on the password page, please type in “motorola”, then enter.
-Once successfully logged in, please click on “Status”
-Scroll down page, look for RSSi and CINR with (*)

For GEMTEK, the red modem, kindly launch a browser, visit your Modem’s GUI at http://192.168.1.1 using witribe as password.

-While the modem is properly plugged in to your computer, kindly open a web browser.
-On the address bar, kindly type in 192.168.1.1 then click on enter.
-Next page will be WiMax Gemtek password page, on the password page, please type in “witribe”, then enter.
-Once successfully logged in, look for RSSi and CINR and BSID

Also upon checking, we found out that your area is covered but in your current address you are connecting to a farther service station. This is possibly the factor affecting your slow connection. If you may Ms Jazee Mae, we can offer you a modem replacement for mobility purposes. If you can do a follow-up on the modem parameters, please give us the RSSI, CINR and BSID on the status area of your modem. If this option is ok for you, please feel free to call out hotline so we can inform you the details of our offer.

Please let us know if we have resolved your concern to your satisfaction.

If at any time you require assistance, have any questions or queries, you may e-mail us at customercare@wi-tribe.ph, or contact our 24-hour customer dedicated hotline, 31-TRIBE. To know more about our products, offerings, and shop locations, visit our website at http://www.wi-tribe.ph.

Sincerely,

Ian
wi-tribe ,)

 

>>> OK.. I just have to follow the instructions and we’ll see..

53 thoughts on “Wi-tribe Complaints

  1. hi gud eve dis is the las payment tatapusin q lng tong mnth na to papaputol ko na sya kse walang cignal d2 ang hrap isang pwesto lng at paputol putol pa kasar tnx
    d2 me sa mendez nktra tagaytay

  2. Hi Gud MOrning nakaka-asar napakabagal ng internet connection tapos d pa makapag-play ng youtube at paminsanminsan lang siya bumubilis …eh sabi nila with in 48 hours after installation bibilis na ung connection pero hanggang ngaun 4 days na ung nakalipas ang bagal parin………………

  3. I suggest you go with Globe broadband. they have fast connection here in QC.. then you can apply for a discount by just presenting your wi-tribe bill. I got P250.00 off every month on my bill for 6 months ( i have the 3mbps plan – P1995.00/month.. and i get speeds ranging from 2-3mbps). Although sometimes nawawala ang connection (just report it to their cust. service).. and within a day naaayos namn. unlike sa witribe.. continous ang connection pero super bagal talga, i can’t even receive a skype call without bein’ cut off coz of the slow connection.. I was supposed to get a bill adjustment because they have mistaken my account as a delinquent last July (they adjusted the connection speed on my account to not give me what i paid for kaya i complained about it).. pero until now NADA! as in wala.. i called them multiple times and even spoke to a number of managers already who DO NOT call me back for follow up.. nakakaasar talga. tapos they expect you to pay on time.. 2 words for you WI-TRIBE! WALANG KWENTA!!!!!!

  4. WILL YOU PLS HELP ME I CANNOT OPEN MY ACCOUNT THRU NET I USED THE USERNAME YOUVE GIVEN AND PASSWORD BUT I CANT OPEN IT…………….

    1. There’s is nothing that I can do to help you on this. I DON’T represent witribe as I am just a x-subscriber. It’s best for you to contact them directly :)

      and yes, logging in on their site:
      http://myportal.wi-tribe.ph/src/login.jsp

      is really a pain in the ***. It loads very slowly and sometimes even after waiting for 2-3 minutes, it redirects you to an error page. tsk tsk tsk!

  5. Hi good Morning yes that’s right wi tribe sucks. I’m on a 2MBPS plan but still download speed is 0.15kbps. I already did all teh possible TS. Still doing the same thing.

    1. Yeah, it really is a problem with Witribe. Their unreliable/unstable internet connection is getting on everybody’s nerves. I suggest going for a wired connection instead and not wireless. Sayang lang bayad mo coz you’re not getting your money’s worth.

  6. paki ayos nman ang serbisyo bao panaman dec 3 2012 ang pakabit ko tpos laging walang signal magaling ln yata sa demo sana sa net maanda rin para ganahan ang mga agamit at di manghinayang sa buanang bill pls ayusin nyo ang serbisyo

  7. paki ayos nman yung connection ko dinamin magamit sa call at webcam..nagsasawa n ako kkatawag dinman inaasikaso nung jan.16 lng install agad may bill n agad nag send email ko..jan.21 duedate ano ba nman yun,dipa nga naayus connection ko may bill na k agad…sana po pkibilisan yung serbisyo nyo..

  8. wi-tribe is a joke. their customer service is lousy, their download speeds are comparable to 20th century dial up, and in our case they lost dozens of emaisl we did not even know were not being delivered.
    This a typical get rick quick telco con – gittery packaging and empty promise to deceive and mislead the gullible.
    why bother with wi-tribe

  9. I hope that someone from Wi-tribe reads this so that they can improve their services. I feel for those who have been frustrated with their services and i just hope that the company will provide better internet connection speeds to their subscribers this new year. Happy Chinese New Year to everyone! ;)

    ~bebejaz

  10. I agree to used this connection And I have kindly request from this company please get up more abailites about my WI tribe Because this not working sometimes and the speed is also low and i hope from the company to have good connection for us ……
    Best Regards jawid sikandari afghan

  11. hi, i’m a current witribe subsriber. wow im complaining the same thing! what the..! my hubby just called witribe to get an upgrade because we thought the speed is not enough.. but then again.. witribe is really not enough.. :(
    reading everything here makes me wanna change my mind and curse them for all the months I paid!
    well if WITRIBE will not change their damn service, there gonna change into “WIT NA TRIBE” get it?? :) haha.. xoxo

    1. “WIT NA TRIBE” haha! :D i did this along time ago. hehe. I am very happy with my Globe broadband service now :) I’ve been using it for 6 months now and so far the only problem I had was low signal on wifi but since I’m using the main computer connected by LAN, I have fast connection :) here’s my current connecion speed on a 3mbps plan :)

  12. i’m on my first month at talagang grabe ang service i received the email like you received on your complain pero wala naman talaga sila ginagawa
    ni hindi nga ako makapagbukas ng youtube i will be shifting to smart kung saan malaks signal sa area ko

  13. Hey WI-TRIBE i have already pay my bill why is that my internet is still disconnected……….. your service is very SLOW!!!

  14. hi,
    I would like to request a disconnection of my account with you as soon as possible. i am not getting good connection since i have started subscribing with you. i am disappointed and it is useless to maintain anymore.

    thank you.

    1. Hi Rose,

      You should contact WITRIBE right away and unsubscribe coz you’ll be charged even though you’re not using it. That’s what happened to me. As long you have not cancelled your account, they will still continue to bill you whether you’re using it or not.

  15. after your technician repair my modem still very slow connection,.,.,.my modem still same position since i use it but after a month i recognize the connection continuing to down.,.,.,.,i already follow all the instruction pls change my modem if possible

  16. omg! now ko lang nalaman na dami pla complains sa witribe… mag 1 month palang ako ds coming july 5 pero sobrang hina tlaga.. 4mbps pa naman to,pero 0.80 lang sa speed test. ano gawin ko? kakaasar na talaga..
    pls naman triber ayusin nyo cgnal ko kc unfair tlaga.

  17. same here guys. sa observation ko ung bago nlang modem na white n may 7 lights matulin at hndi wi-tribe lumalabas n isp kundi liberty. go to the nearest wi-tribe shop and replace ur modems with the new one. ung sakin after ko nagpapalit umaabot ng 3.722 mbps n dati 545 kbps lng.khit 4 lng ang ilaw. go guys bawian ntin wi-tribe. nka bundle plan ako 4mbps w/router for 1298/mnth.

  18. grabe din kau, dami ng complaint wala pa kyong gingwang aksyon, pgdating sa singilan ang bilis nyong gumwa ng aksyon, pg ngcomplain ang mga subscriber nyo wala kyong gigwa, pati ba kayo kurap din?

    1. I think the same. Pag naniningil sila gusto bayad agad kahit di pa nila inaayos yung connection problem. Sayang lang bayad sa low quality of service nila. tsk tsk ~bebejaz

  19. Grabe, hanggang ngayon madami pa rin ang nakakaexperience ng ganitong problema with Wi-tribe. Buti na lang lumipat na ko. I already ended my subscription sa kanila. Take note, my last payment included a whole full month na di ko ginamit ang service nila and yet they did not adjust the bill. It’s been almost a year now since I used their service and I have to say I am very satisfied with my current ISP. Kahit nung bumabagyo, may internet connection pa din ako and we did not experience so much problem with Globe compared to Wi-tribe. Mas madalas pa ang power outtage samin kesa ISP service interruption :)

  20. ang bagal ng internet nyo!tapos hnd oa nakita kiung cnu ang ang ka chat sa facebook!paki ayos naman kasi!nag bbayad namn kme ng tama kaya paki ayos namn ang serbisyo nyo.

  21. I used to work on wimax technology equipments and sa tingin ko, hindi sila handa mag roll-out ng ganitong service sa metro manila. wimax works halos same ng wifi with difference that it can reach farther distance. syempre mas malayo sa tower at walang line of sight, mas panget ang service. isang possible na pagbagal ng service speed ay bottle neck from the signal tower to their main backbone/internet. kaya karamihan ng download/upload speed ay halos pare-pareho is because yun ang kanilang QOS or quality of service kapag sabay-sabay ang gumagamit ng internet.

  22. wi-tribe has such lame service … i hadn’t recieved any billing statetement for the month of April, June and July … and yet … they got the nerve to cut-off my connections … darn! i hadn’t paid for the month of August only coz i was fed up of its slow connections … and its so hard to reach their customer assistance service …. i regret being subscribed for almost a year w/ this Wit-tribe … i’d rather use the Sun broadband stick … aiiizzttt!!! :((

  23. I had my defective modem replaced today with a new one and the CSR told me I would be able to use my connection in 2-3 hours. It has been more than 3 hours and I still cannot use my internet connection and I am unable to reach a customer service rep via phone nor chat. When I try to login to my acct info on the wi-tribe website it tells me that my acct is no longer active. I just settled my entire balance yesterday 10/12/2012. If this issue will not get resolved then I would like to discontinue my service and receive a prorated refund. And I do not think that I should be charged the Early termination as my intention to disconnect is because of bad service. My modem was changed more than once because of defects, I was receiving a constant speed of less than 1mbps out of my previous plan of up to 4mbps prompting me to downgrade my service plan and I had previous problems with the bill not being sent to me more than once even when I already stated such concern more than once. my experience with Wi-tribe has been frustrating and tiresome. I am very dissatisfied with the service and I would like to be released from my commitment since I do not have service at all at this moment so I can switch to a different ISP.

  24. It’s been more than 36 hours my account has been suspended for non-payment.

    Let me say that according to the invoice I received today…Nov02….Wi-Tribe have to pay me Rs. 93…..So i have to pay Rs. -93…..

    I have sent lots of emails on wi-tribe Helpdesk , wi-tribe Customer Care and Just received one email stating the issue has been resolved ….. but Unfortunately its NOT……

    Pathetic CUSTOMER SERVICE…..AND Useless HELP DESK….

    Called Customer services rep…for almost 2 to 3 hours within 36 hours from Oct31 TO Nov01…..

    I do not have time and patients….SO THIS IS MY LAST Call….AND no more calls to Customer Case Center…….

  25. nakakainis ayaw gumana nung wi-tribe modem na prepaid ko sayang yun ni load ko na 15 days. hnd nman nila pwedeng sabihin na weak ang ang signal ksi itong witribe na usb ko nagana. bigla na lang hnd gumana yun modem reconnect ng reconnect. hindi ka naman mkatawag sa kanila ksi out of service ang tech support. ganun din sa web chat hnd nagana. sa email hnd mo alam kung kailan mag email ulit sayo. GAnito na lang ba lagi ang mga service provider natin?

  26. My account no. is 102312384. My internet download speed is 0.85 and upload speed is 0.57 only. I can not use my you tube service. Please note it. Thanks.

  27. I AM MR ALAIN ATIENZA TAGPUNO WITH ACCOUNT NUMBER 102132491, I AM IRREVOCABLY REQUESTING A DISCONTINUANCE OF YOUR SERVICE..YOU HAVE TWICE DECREASED MY SPEED FOR REASON THAT I AM A HEAVY USER…SO WHAT WOULD YOU LIKE US TO DO??—DO NOT USE MY INTERNET AT ALL???????

    PLS SEND US YOUR MEN TO RETRIEVE THE MODEM/MODULE OR UNIT AND DEDUCT THE ADVANCE PAYMENT TO MY CURRENT BILLING…PLS ADVISE US ASAP

    THANK YOU (EVENTHOUGH I HAVE HAD BAD EXPERIENCEs WITH YOUR SERVICES)

    Alain Atienza Tagpuno
    alainatienzatagpuno@yahoo.com
    09275541944
    Philippines Distribution Center

  28. Yep, having major problems with W-T as well. Speed and modem issues. You get tired of talking to a wall. They seem to have the attitude… we got your money, why should we waste our time resolving your problems.
    Any suggestion for a better service in metro manila?
    Thanx, John

  29. Pingback: Anonymous
  30. WI TRIBE! Nagbayad po ako ng bill ko ng eksaktong 20 March 2013 at exaclty 5:42 pm sa Bayad Center, bakit po nag padala kayo ng bill na may overdue charges na nagsasabe hindi ko nabayaran buwan ng march??? Pero bayad poko at bilang parusa nyo e mabagal ang connection kahit bayad ako? Responsible ako nagbabayad ng bill ko since nagsubscribe ako sa inyo bakit ganito ang hustle na binibigay nyo sakin? This is my account no. 102869133 paki paliwanag po ito.

  31. Got our wi-tribe connection last April 1. I called wi-tribe customer service, april 10 complaining about the speed of our internet coz we applied for plan 598 (1mbps) but we’re only receiving .54mbps. nakiusap ako sa agent na sana kahit .75mbps ok na. Ang sabi ng customer agent ay may marerecieve kami sa email na instructions kung ano ang gagawin… sa awa ng diyos…. yung survey lng ang nareceived namin at wala ang instructions na sinabi nya.
    Tumawag uli ako kanina sa kanila dahil may matangap akong txt msg na neregulate daw nila ang internet speed namin dahil sa heavy usage at nakakaapekto sa ibang subscribers within the area. Eto ay katarantaduhan na rason! Ilagay na natin na heavy users kami….. sigurado ako na di kami makakaapekto sa ibang subscribers dahil meron tayong alocated na bandwithd bawat isa…. ito ay mapakalaking panluluko sa atin. Kahit papano may alam ako dahil nakapagtrabaho ako sa isang sikat na telecommunication company sa middle east at sa internet project naasign. Ang suggestion pa ng customer agent ay kailangan daw ilimit lng ang pagamit ng computer like streaming or downloading…WTF! sino sila para magsabi ko ano ang pwede nating gawin? Nagbabayad tayo ng tama at kailangan nila na ibalik yun tru good service. Isa pang suggestion ay iupgrade daw ang plan namin from 1mbps to 2mbps…. sagot ko… tama na ang maluko ng isang beses… ayaw na naming magpakatanga pa.
    To the management of wi-tribe…. PLS STOP FOOLLING THE FILIPINO PEOPLE.
    At sa mga pinoy na nagtatrabaho sa wi-tribe… MAAWA NAMAN KAYO SA KAPWA PINOY NA NILULUKO NG kOMPANYA NYO.
    SA MGA SUBSCRIBERS NA MERONG COMPLAINT SA WI-TRIBE… MAG MIT TAYO AT PAG UUSAPAN NATIN KUNG ANO ANG GAGAWIN NATIN. GUSTO KONG DALHIN ETO SA MEDIA PARA TULUNGAN TAYO NA MAIAKYAK ETO SA NTC…..
    MAGTULUNGAN TAYO PARA MAHINTO NA ANG PANLULUKO NG WI-TRIBE SA ATING MGA KABABAYAN!

  32. I would like to express my dissatisfaction on WITRIBE’s VERY UNSTABLE, VERY SLOW AND VERY IMCOMPETENT INTERNET SERVICE, First of all the reason I chose WI-TRIBE ISP is because I believe that you have a fast and reliable service, my family would appreciate having you as our ISP, however it was all a BIG JOKE. I’ve been a WI TRIBE USER for nearly 6 months and I never had the chance to really enjoy my P998 (2MBPS PLAN)… I was happy and satisfied last MARCH when you speed up my INTERNET at a nearly 1MBPS of downloading time however It was just as fast as you revert it to a SUPER SLOW 100KBPS… It takes 30 minutes just to download a 5minute MUSIC VIDEO on YouTube or 5 minutes to upload a Standard IMAGE SIZE to my FB Account. I’ve already uttered my complaints at your Landline Hotline and Ms. Ginger Andres attend to my complaints but she has nothing to offer me but more headaches and more discomfort. I regular check my internet speed @ bandwithplace.com and speedtest.net and they both give me an average speed of .12 to .15 mbps of uploading and downloading time with a ping of 110ms for my IP 27.110.161.189 which is way out of my subscribe plan speed. I’m using 1 laptop and 2 Mobile Phones for my family daily internet requirement. Is there anything you can do to improve your service w/o downgrading or lowering the present WI TRIBE SLOW Internet Service to a much lower speed? Or If we can terminate the contract because as a subscriber/customer I am entitled to fair products or services I have the right to ask for a rebate/refund for a certain products or services which I am deprived of?

  33. DO NOT GET WI-TRIBE – THEY’RE VERY DISAPPOINTING! AFTER 2 YEARS OF SUFFERING FROM REALLY BAD CONNECTION AND PAYING FOR 998 EVERY MONTH (WITH SPEED THAT NEVER EVEN REACHED 0.8 MBPS) – EVEN THE TERMINATION PROCESS IS JUST AS PAINFUL! THEY SAID I NEED TO GO TO ANY WI-TRIBE CENTER JUST TO DE-ACTIVATE MY ACCOUNT (WHICH IS NOT WHAT THE AGENT WHO MADE THE SALE TOLD ME, HE SAID I CAN JUST CALL AND HAVE THE ACCOUNT DE-ACTIVATED), APPARENTLY, THEY WILL REALLY MAKE THE DE-ACTIVATION PROCESS VERY INCONVENIENT SO YOU WON’T OPT OUT! PLEASE, I’M BEGGING YOU.. IF YOU’RE EVER CONSIDERING ON GETTING WI-TRIBE, EVEN THE ‘NO LOCK-IN PERIOD’ PLAN – THIS WILL MAKE YOUR LIFE MISERABLE!

    WHEN YOU CALL THEM FOR A NEW ACCOUNT – THEY’RE JUST A PHONE CALL AWAY AND WILL BE THERE IN NO TIME.

    WHEN YOU NEED THEM FOR SUPPORT – THEY’RE PRETTY USELESS

    WHEN YOU WANT THEM TO CANCEL / TERMINATE YOUR ACCOUNT – THEY WILL EVEN MAKE YOUR LIFE A LIVING HELL!

    CONSIDER THIS A WARNING – DO NOT GET WI-TRIBE!

  34. i just wnt to inform n my mga worker ng wi tribe ang ngkakabit ng illegal internet sa caloocan east …so pnu kme kukuha ng plan ng wi tribe kung sa worker plng nanloloko na….plz.fix kz kawawa kmeng ngbabayad ng legal…

  35. I am experiencing an ON & OFF connection on my internet every more or less half an hour here in Navotas area, my account number is 102980042. Please resolve this problem.

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