BayanDSL Service and Support

October 19, 2007



Attention: Department of Transportation & Communications
2nd Floor, The Columbia Tower
Ortigas Avenue, Wack-Wack
Mandaluyong, PHILIPPINES



RE: Misrepresentation of services and constant disregard to consumer welfare by BayanDSL



We, the undersigned are current BayanDSL customers who would like to request for the investigation on the services advertised and rendered by BayanDSL to their prospective and current subscribers followed by your offices directive for proper disciplinary action/s in order for them to:

(1) improve internet & support services as warranted
(2) provide compensation to current subscribers affected
(3) and, waive pre-termination fee for unsatisfied customers

It is appalling on how BayanDSL gives priority in acquiring new subscribers with complete disregard to the welfare of their current customers. Herewith the collated feedback in reference to this:

Prospective subscribers are forced to sign a waiver for in order for BayanDSL to proceed with the application that states that the subscriber will pay an exuberant pre-termination fee regardless if it is called on by BayanDSLs inability to provide service.

An industry standard which BayanDSL only discusses verbally to prospective customers is to provide a minimum of 60\% of the subscribed connection speed. The service provided thereafter is extremely poor in comparison and has not taken any immediate action to resolve this.

BayanDSL offers Speed-On-Demand (SOD) to all subscribers wherein given a specific time in a day, the subscribed speed will be increased however this does not hold true based on the reports share by a majority of the subscribers,

Subscribers have also reported experiencing disconnection issues which should rarely (if not at all) happen in the DSL technology

A significant number of current subscribers have limited ways of requesting for support due to poor infrastructure and is known for not providing feedback or changes in the status of incident reports in a long period of time.

In some reports, BayanDSL informally advertised upgrades are being performed to serve better their customers but there is no time frame provided. We are concerned that this is only a marketing ploy to discourage subscribers from transferring to BayanDSLs competitors. Some subscribers were also advised that an infrastructure upgrade is being performed and is expected to be completed a week after a consumer reports a problem however, BayanDSL has yet to fulfill this commitment at the time this petition is created.


Such shortcomings and blatant abuse are not condoned by your good office and we look forward to your reply with regard to this matter.

EMAIL: [email protected]