Update: Here's my post on the steps I did to achieve 2Mbps speed: How To Fix SmartBro Slow Internet Connection & Get 2 Mbps SpeedAbout a week ago, our SmartBro canopy antenna fell down from its installation because of the strong winds. I immediately called up their hotline *1888 (on my Smart number) and told them the scenario. The rep told me they will be scheduling the deployment asap. Luckily, their installation team (the rep pertains to them as the "contractors") arrived at our home the next day.
They checked out the antenna immediately, and to cut the long story short, they installed a new canopy antenna which they claim can already handle 2Mbps - and that got me wondering: "so the older antenna we had about 2 years ago is not capable of 2Mbps, and Smart did not bother to update me and all other LOYAL subscribers that their antennas are not 2Mbps-ready AND finally our connection were not upgraded to 2Mbps all along while we were on plan 999." I also had to pay 680 pesos because they replaced one of the antenna rods which was already corroded and in pieces.I was behind the technician when they were configuring the canopy from our laptop just to make sure their not doing anything fancy. I had no idea what they were configuring from the canopy but sure enough I was connected to the internet with the new "2Mbps" canopy. They left and I was happy that my SmartBro connection was back - but I was wrong.
A few hours later, I tried doing a speedtest from Speedtest.net and the results I got was 0.23Mbps download speed and 0.24 Mbps upload speed. I was not so worried since its not the first time I got very low speeds like that one. I let it pass for a day. Then the next day I tested again, it was still around that number - didn't even reach 0.30 Mbps. So I called up their hotline again.
The tech support told me that he cannot really find any problems with my connection even with all the diagnostic tests he has done. Ultimately he told me to monitor the connection for 24 hours and he also forwarded it to their support group. So I did.
Two days have passed since I called them, and the connection did not get any better, so I called them again. The person I talked to also checked the same things that the first one I called, and then told me AGAIN that she has submitted it already to their support group. Right now, I'm quite pissed with the same action, I told her that I request a team to go here and check my antenna because I haven't had this problem before with my old antenna. She said my situation is not a valid case to send out their contractors. For the second time, I was told to wait another 24 hours. Pfff...
I waited another two miserable slow-connection days, and I called again their hotline. Right now I'm totally pissed with their service, even looked for an alternative already with Sky Broadband's "Life at 5Mbps" promo. Why hasn't my regular speed back? I haven't had this kind of problem in 3 years. So I got connected again to their hotline again (by now I've already memorized the numbers which I need to push on the phone to get to the tech support immediately). I told the same story again, and now their reason is that the problem is with the cell site, and he has forwarded it AGAIN to their [insert profanity here] SUPPORT GROUP to adjust the cell site itself which, he added, MIGHT TAKE A LONG TIME. Right now, I insisted him to send out a contractor here immediately, he said that is not applicable to my situation since the problem is with their cell site. I hanged up.
That moment I was convinced that my antenna was the one that has the problem, and the very great customer support of SmartBro will not help (or doesn't want to help) me solve my problem. I scoured over blogs and forums how to access my SmartBro's canopy settings, which configurations should I tweak, and so on. I had to do trial and error with the settings, hoping it will not break the canopy antenna which - other forums quoted - would lead to a fine of around 1,500 pesos. But then after all the tweaks and settings I made (will make a separate post for that), this was the speed now:
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| Slap that in yo' faces untrained SmartBro people! |
I grinned at that moment, but at the back of my mind I was very disappointed with SmartBro's customer support and their contractors. They are very ignorant about this situation, and why would they not believe me that the antenna has problems, even if I've pointed out obvious reasons. And why didn't they set it up correctly in the first place when they replaced the canopy antenna? C'MON SMARTBRO GET BETTER AT THIS!
Another thing also, how many SmartBro subscribers now are currently experiencing the same slow speed that I have just because their antennas are not correctly configured. Or maybe they really meant that.
My SmartBro slow connection is now long gone. Even in peak hours, I still get a very stable 1.50 - 1.70 Mbps download and 0.30 Mbps upload speed. And I thought my 0.6 Mbps connection before my canopy antenna was replaced is already an optimal speed. I was totally robbed of good quality service from SmartBro even after years of being a loyal paying customer. We even pay in advance. What a shame...
Have you experienced or currently experiencing a slow, below 1Mbps connection with your SmartBro plan 999 canopy-type connection? You might be having the same problem I had. I'll be posting the tweaks I did (just for educational purposes, of course, and since SmartBro will not help you out with that) in my next post.
Let me know your own SmartBro[ken] experiences in the comments!
Update: Here's my post on the steps I did to achieve 2Mbps speed: How To Fix SmartBro Slow Internet Connection & Get 2 Mbps Speed
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