Here is a rundown of all the Ongoing problems with Cableonda I’ve had since I started with them back in 2011
And YES, the problems are still ongoing.
I’ve lost about 15-20 dollars in cell phone charges just trying to get them on the phone. Then add all the hours I’ve had to deal with them coming to my house, all the hours going to their locations in Multi Plaza & Albrook, if I were to bill them, my invoice would be close to $500.
You can decide what their service & customer service is like on your own:
- While they give you the option to press “1” to speak to someone in English, the hold time can be upto 45 minutes.
- Once you get someone on the phone, their comprehension can be limited at best.
- When I rented a room back when I first got here, the woman who I rented from HATED Cableonda. She switched to another company & that company was bought out by Cableonda & so she was right back to square one.Since she was computer illiterate & had to provide me with proper Internet, she had to once again deal with Cableonda. They told her that the reason there was no or slow Internet, was because I was in the apartment now & working on my computer LOLIf you are computer illiterate, that statement right there shows you how completely ignorant the people working at Cableonda are.This is why I was very nervous when I found out that the Internet in this complex in Arraijan is provided by Cableonda. My worries were proven correct unfortunately.
- Unlike Cable & Wireless, the techies that come to the house aren’t as smart, in my opinion, although I don’t think C&W’s are that much smarter. I say this because I had problems with Cable & Wireless too, but they at least changed the modem when they were here (3 times).With Cableonda I had to DEMAND they change the modem after they tried to convince me that waiting 11 minutes for a modem to reboot after it’s unplugged it totally normal. LOLI called the modem’s manufacturer (Motorola) & the guy said no way is that normal. A minute or less.
- Every time there’s rain or a storm, it affects the Internet & modem.
- I later on find out that many many people in this complex have had problems with Cableonda, it’s not just me. Unfortunately Panamanians are known for NOT complaining, so nothing is ever solved, & the companies get away with treating their customers like garbage or with indifference.
- Marie (a homeless woman I was helping at the time) went to Multi Plaza to tell them that the techie just left & because it started raining, the Internet is no longer working.I was furious because everything was working fine when he left.2 things happened:
a) the girl handling the case REFUSED to call my cell, so Marie had to pay for the call to me. Actually since I was paying for her phone, I had to pay for the call.
b) I said go ask to speak to a manager, so the girl leaves, then comes back & LIES to Marie telling her the technician will come out by 6:30 pm.
6:30 pm rolls around & NOTHING.
More money is wasted on the cell calling Cableonda only to find out that they NEVER send out technicians same day, it’s always 72 hours later & nothing had been booked.
I was distraught. I couldn’t work, couldn’t talk on my US phone line, NOTHING.
- The following Monday I go into the Cableonda office at Albrook & that turned into a nightmare.a) I guess when Marie was talking to them 2 days earlier, they decided to book an appointment for me on Tuesday without even telling me.I guess they think everyone sits at home doing NOTHING but waiting around for the royal highness Cableonda.
b) I said I can’t make it tomorrow, I’m BUSY. I ask for the phone number to the office of the president & Marie is translating in her weak Spanish.
This turns into a total power struggle with the Cableonda girl refusing to give us this information repeating like a broken record… “you can’t make a complaint until the technician comes out.” OVER & OVER & OVER again.
LMAO, ummm, I can complain WHENEVER I WANT. Not when YOU tell me to complain.
c) After this went on for almost an hour & it was clear they had been trying to get rid of us the entire time, that girl sat down next to another girl who must have been a friend & started laughing at us. Then another guy comes out to handle the situation & he FINALLY tells us where the head office is.
It’s on Doce de Octobre & any taxi driver should know where it is. It’s up the street behind the El Rey. That’s where the back of it is where the parking lot & security guard is.
- Tuesday rolls around & the technician comes to fix the Interent, but of course it NEVER really gets fixed.
- I end up going into the head office & after the receptionist looks at me like I’m crazy (it’s either because I only speak English or because HOW DARE a customer bother them at their head office), I sit & wait.After 15 minutes roll around, I go & say I’m still waiting.Within 5 minutes 2 people come down & one speaks English. Her name is Brenda Marshall.
While she listens to what I have to say, never once does she apologize to me although it’s clear she feels uncomfortable.
I’ve come to learn apologies are almost non existent in Panama.
She eventually explains what I said to the other woman & they want to book the appointment for that day.
I’m like, HELLO, how can they come today, I’m here in Panama City. Fine, they book the appointment for the following day. So much for their 72 hour policy.
And by the way, Cable & Wireless will come out the next day. None of this 72 hour BS.
I ask Brenda how I’m going to get in touch with her & she gives me the phone number to the building, & then tells me to press “0” & ask to speak to her.
- The technician comes out, again, DOESN’T replace the modem, is a complete moron, doesn’t even try to figure out what I’m saying (the smart ones always try to work with my limited Spanish) & when I test the speeds they aren’t what I’m paying for so I show him.He then gets someone on the phone who speaks English & they tell me to call Cableonda. I’m like NO, you call them, YOU are supposed to be Cableonda (they are a contracted company).The guy ends up walking out of the house without dealing with the issue.
I guess a signature isn’t required on the paperwork & in typical Panamanian fashion, when they don’t like something, they just walk away.
- I have spotty Internet for days & I tried to call Brenda Marshall & this now turns into ANOTHER incident.The receptionist who is clearly a child, instead of transferring me to Brenda transfers me to the tech support line.I call back & she does it again.
I call back & she doesn’t even pick up the phone now, she just keeps transferring me to tech support.
This went on FIVE times (I kid you NOT) before I gave up. Can you believe this??? I’ve dealt with many rude & childish people from numerous companies all over the States & Canada, but this just wins the awards here.
I even tried to ask for a manager once, but because she wouldn’t come on the line, I couldn’t even speak to her.
- I call tech support & ask them to transfer me to Brenda – NOPE, they say they can give her a message which I knew would be useless & of course, I never hear from Brenda.
- I find out over the weekend that my IP address is on the BLACKLIST & I’m furious. This means e-mails I’m sending could potentially be blocked.
- Then on Sunday night there’s a long rainfall & I have NO electricity & then even once the electricity comes back on, no Internet all night & into the next day. Again I can’t run my business, make calls, get ready for a trip I have to plan, NOTHING!!!I use my cell phone to call Cableonda 3 times & waste $9.I start screaming at one point I’m sooo frustrated. I’m also told I’m the ONLY one who has a problem in the area.
Then I’m told (get a load of this one)… that the next AVAILABLE appointment is NEXT Monday. Can you BELIEVE that???
I have to make a quick decision that I HAVE to go back into Panama City to Cableonda’s head office. My entire day is ruined because of this.
I arrive at the head office & ask for Brenda.
This time someone comes down more quickly, but it’s not Brenda. It’s another guy. He says she’s not in for the day. Pedro is his name & he’s a supervisor.
I read off my list to him & he listens, but again, no apology.
He arranges for tech support for the following day at 1 pm
Now I get HIS cell phone number & his e-mail address.
When I get home that night, I have Internet. WOW, fancy that. It’s NOT the modem after all.
- The next day I wait around for the technician & NO ONE shows up. I e-mail Pedro & call his cell & get nowhere. Then I call Brenda because that guy gave me her direct line.She says they canceled the appointment, BUT they didn’t bother to tell me.LOVELY. I make sure I’m here & they leave me high & dry.
Then get a load of this… Brenda tells me that Cableonda didn’t put me on any blacklist.
Now I know Brenda isn’t a techie, she’s just an administrator of some kind, but I’m SURE they must have spoken to technicians, & these COMPLETE MORONS don’t even know what a blacklist is???? Can you believe that????
I tell her NO, that’s not what that means. Go back & find out what it means, didn’t you guys look at the URL I sent you??? My gawd, they have the IQ of a 2 year old.
How in the world can they run an ISP & NOT know what a blacklist is????
- I never hear back from Brenda & I start to again have SLOW speeds where I can’t even watch a video, can’t talk on my phone, etc.I try to call her & there’s no answer. I e-mail Pedro asking him what is going on with the blacklist issue & telling him I have slow speeds again.So he hasn’t responded to 2 of my e-mails now & he doesn’t pick up his cell even though I saw him using it constantly when I saw him.
HE is clearly avoiding me.
Nothing & it’s now Friday.
Next week I’m off to do my visa run, so I can’t deal with this nightmare, but when I get back I tell you. I’m really going to start raising my voice.