Fil Products - Another Win

[BrettGC]

So as some of you know, the MfFaW and I moved to her home town in the deepest, darkest province just on 2 weeks ago - Guilhulngnan to be more specific, 3 hours drive north of Dumaguete, 1 hour south of San Carlos in Negros Occidental. 

Anyway, we started using Fil Products here about 2 years ago and it hadn't skipped a beat... Of course until we move in.  Constant disconnects for anywhere between 1-2 seconds up to a couple of hours, lot of packet loss, basically a poor connection all around.  

Being the nerd I am, I did all the usual testing to check the line quality and the like and constant monitoring with a light weight Chrome plug-in as well as a separate connection logging utility I like to use for more detailed historical data.  Why go to all this trouble?  I wanted to avoid the usual inevitable "you're doing something wrong" dribble that comes out of IT support types' mouths the world over and present them with evidence. 

The plug-in:

The connection log that comes with the plug-in:

The connection utility I use - Star Trinity.  As you can see, it has tabs for uptime, both raw and processed data as well as an export capability:

So we called Fil-Products tech support and they stated they'd be out to our place to check out our issue soon and they suspected it may be the router/modem.  A week goes by and I suggested to the wife that we give them another call;  before we called, they showed up, 3 of them.  

They replaced the old modem/router, remounted it so we can run Cat 5 cable to both our main TV and my gaming laptop and gave us a couple of ethernet cables to boot.  Configured and out in about 20 mins.  

Other than the week's delay, very happy with the service, this despite their less than flattering Facebook reviews.  The main complaint on there is they don't answer the phone.  The only time they didn't answer when we called was between midday and 1pm... Private company, not under the no noon break rule that government agencies are allegedly working under.  

Anyway, just wanted to highlight some good customer service.   

 

Edited August 4, 2022 by BrettGC

[Gator]

I presume the new router resolved the “disconnect” issue? 

[BrettGC]

25 minutes ago, Gator said:

I presume the new router resolved the “disconnect” issue? 

We'll see, running the same diagnostics until I'm happy things are hunky dory.  

[Jollygoodfellow]

15 hours ago, BrettGC said:

Anyway, just wanted to highlight some good customer service.   

Good, never heard of Fil Products but if it works for you then good. 

[BrettGC]

6 hours ago, Jollygoodfellow said:

Good, never heard of Fil Products but if it works for you then good. 

I'm pretty sure they're a Negros only setup.  Great thing about them is they bundle probably one of the best TV services with regards to amount to channels going.  That's through a dish though.  The internet is running through fibre.  

[hk blues]

On 8/4/2022 at 11:12 AM, BrettGC said:

Anyway, just wanted to highlight some good customer service.   

 

It does exist!

Joking apart, the we all experience CS nonsense here and share with others but overall when it comes to the telecoms they have upped their game and are probably no worse then the providers in the UK if what I read and hear from over there is accurate.  

Amazing what a bit of competition, or fear of it, can do!

[Dave Hounddriver]

On 8/3/2022 at 8:12 PM, BrettGC said:

Anyway, we started using Fil Products here about 2 years ago and it hadn't skipped a beat..

I used them when I first moved to Dumaguete and they were great, until I moved about 2 miles from their office and asked them to move my service.  It was a new subdivision and they had no lines there.  They could not give service and would not cancel my 2 year contract.  So I just quit paying them.  Turns out they chase you for 3 months then give up on you.  At least they did at the time.  But if they could have continued service in my new place I would have stayed with them.

[BrettGC]

So just as an update.. Every Friday night, me and a bunch of ex-military mates that served together in AFG etc get together on Zoom for a couple of beers, laughs etc, we've been doing it for years, even pre-covid when it became popular.  There's Aussies, Poms and a couple of Yanks as well.  Normally no issues with our connection speeds, but tonight it all went to custard and it was like we were all strobe lighting.  Here's the results I'll be showing to Fil Products on Monday remembering we pay for 60 down/up 24/7, 365 days a year.  

Prior to tonight, we'd been getting as advertised or slightly above.  Anyway, we'll be having a chat to the tech guys on Monday.  There were no actual disconnects so I'll give them that much.