Finally, I got through a CSR, Saturday 7 p.m. I requsted to speak with a supervisor for assurance that the issue will be attended to immediately within 12 hours. They tried to troubleshoot over the phone but was not able to fix or even make a conclusion what was wrong. I gave details on what was going on with connection status and the fixed light-on of the DSL lamp of the modem. The supervisor said the modem was stable but still we do not have access to the internet.
As I was about to leave the shop, my son suggested that I get a spare modem at home so he could try if it will have the same effect. In 10 minutes, or less, he called to inform that our shop now had access to the internet! The tech support of PLDT at 172 surely lacks knowledge or training on how to troubleshoot. Their inefficiency could have cost us a couple more days lost business until their local technician could come over and find the defect.
