Liza Soberano’s viral internet complaint in 2020 highlighted widespread frustrations over poor service—issues that persist today.
Remember during the pandemic, in September 2020 to be exact, actress Liza Soberano posted on Twitter (now X) a complaint about her internet service provider. She tweeted, “[Name of ISP] really needs to start fixing their internet speed. I am an unhappy customer… Can’t even answer the phone whenever we call. How unprofessional.”
Many people were able to relate to Liza’s predicament. That tweet garnered at least 426 comments, 7,000 re-tweets and almost 40,000 reactions.
A competitor of Liza’s ISP commented on her tweet, addressing the competitor and said, “We’re here for you… and ready to assist you in any way possible…”
A few days later, Liza tweeted that the competitor had resolved her problem about the slow speed. She declared, “Okay, so [competitor] came to my house yesterday and hooked me up with the best internet I have ever experienced in my whole 5 years of living in this house — 300 mbps. What a lifesaver. Lag? I don’t know her.”
While more than a few netizens called out the ISP, a telco giant, who “saved” Liza, the situation brought to light the realities of internet (dis)service in the Philippines: 1) slow speed, 2) customer service that leaves much to be desired, 3) lack of ISPs.
In fact, Liza, in a follow-up tweet addressing those who found her flexing her new ISP “offensive,” underscored the plight of the Filipino customers. She said, “Don’t try to turn this on me. My whole rant was about bad customer service… I could go on and on, but bottomline treat your customers fairly no matter who they are. Cause people work hard to pay for their internet and most of our work is done online now. I stumbled upon a few tweets from people who are upset and find my tweet about having fast internet offensive. I’m sorry your telecommunications provider isn’t taking care of your problems. In no way was it my intention to brag. I was just genuinely relieved…”
Years after COVID-19 — when business and industry are supposed to be unimpeded by lockdowns and health protocols — there is little improvement in the Internet sector. Just take a look at social media pages of ISPs and you’ll find it besieged by complaints and pleas. The issue from customers isn’t even slow internet, but no Internet (!) that stretches from days to weeks. And the replies by the ISP? Template “motherhood” statements by bots, instructing those who ranted to send them a private message!
We have experienced firsthand how the situation can be extremely frustrating, to say the least. Hopefully with the passage of the Open Access in Data Transmission Act, a.k.a. the Konektadong Pinoy Act, that would change.
Once signed by President Ferdinand “Bongbong” Marcos, Jr., the said law will allow new data transmission players (companies in the business of sending and receiving digital or analog data services) to operate without a legislative franchise or a Certificate of Public Convenience and Necessity.
The Konektadong Pinoy Act has found allies in ophthalmologist Minguita Padilla and journalist Cielo Magno.
In a video, Dr. Minguita affirmed that the Act would have big benefits for Filipinos in far-flung places, students and teachers in schools in remote areas, patients who must travel a great distance to get quality healthcare. “Pero bago mangyari ‘yun, kailangan gumanda at maging mas malawak at maging mas abot-kaya ang ating internet service.” Dr. Minguita reminded. She said that the Act would facilitate the entry of new players, healthy competition and lower subscription fees.
Cielo noted that the Philippines is the only country in the world where an ISP provider must apply for a franchise from Congress. “Sa kasalukuyang proseso, anong naging consequence nito? Hawak tayo sa leeg ng iilang provider…. Sa mga lugar na ayaw nilang serbisyohan, walang internet o mabagal ang internet,” Cielo said in a TikTok video. “Kung mapapadali ang proseso, mas marami ang magbibigay ng serbisyo,” she reiterated.
People who are having problems with their ISPs could continue to rant and seek for better treatment, but it is likely that no improvement is forthcoming without the passage of the Konektadong Pinoy Act. Unfortunately for the rest of us, we are not a star like Liza Soberano to receive immediate attention and amends.
For digital inclusion advocate and Kabankalan Community Antenna Television (KCAT) President Joel Dabao, the Act could give every Filipino Internet consumer the celebrity treatment that he or she deserves.
