Cancel Smart Bro Postpaid Plan without Penalty Charges on Pre-termination

This post shares an actual customer experience on using Smart Bro Broadband Canopy and Plug-it modem, and how we got the postpaid contracts cancelled and terminated without incurring any penalty charges for pre-termination.

Since most of our household members works online, we have different ISPs running at the same time. We have tried other internet service providers like Globe Wifi Modem, SMART Bro Canopy and SMART Bro Plug-it Modem, Suncellular Modem, PLDT HomeDSL.

Currently we are now only using PLDT HOMEDSL at P1,699 monthly fee and Suncellular Modem at P999 plan.

*We haven’t tried the SmartBro LTE broadband stick.

Previously, we had a Smartbro postpaid account, a fixed wireless home broadband canopy connection for P999 monthly fee.  This canopy broadband only lasted for 18 months, and in those 18 months we have become ‘suki’ to their customer call center. We must have dialed *1888 and (02) 888 1111 for hundreds of times then, lol.

On the other hand, the P999 Smart Bro Plug-it modem plan was even of a shorter life-span, only had it for 6 months before we request Smart to pre-terminate our contract with no penalty.

Using Smart Bro Plug-it Modem: Experience

The contract with Smart for the MyBro Plug-it Plan service was 24 months; unfortunately, internet signal in our house was intermittent.

After countless calls to Smart’s broadband hotline number and no resolution in sight, we finally had it. We visited a Smart branch in SM and asked them to cut our postpaid plug-it line within 6 months of having it, if my dates are correct.

Good thing that they have a record of our numerous calls to their hotline numbers and they ended our contract without imposing any penalty fee.

TIP: If you are experiencing trouble with your Smart Bro Plug it / MyBro internet connection, call their *1888 hotline, you need the calls and reports as records of evidence that indeed you have problematic connection. This way, Smart will not charge you any penalty fee should you decide to end your contract ahead of time.

If you don’t report the issues you are encountering and you just go to their office and request your connection be cut and your contract cancelled, you will have to pay pre-termination fees. It’ll be hefty fees and charges, so yes, whenever you face connection trouble, Report It! It’s a hassle but you need to establish records of “issues” and “no internet connection”.

Smart Bro Wireless Home Broadband

Our Smart Bro canopy line was originally a 24-months contract for P999 monthly fee. The first few months was a sort of honeymoon period, we had reliable and fast 1 MB connection but soon after, we were back to being an avid caller of the Smart Broadband hotline once again.

We have a long list of report numbers from them and their field technician must have known the direction to our house by heart now with the frequency that they are called for and needed to fix our Smart Bro canopy connection.

Our fixed wireless antenna sits on top of our roof and masthead is pretty high already. There is no building blocking the antenna but there is a huge tree on one side but still, the masthead where the antenna is attached to is higher than the tree top.

Goodbye Smart Bro Broadband Connection

When Smart Broadband intermittent connection became unbearable, we called the hotline again. The day after they sent in their technician.

The SmartBro field personnel did some online test, curiously during this visit they did not climb up the roof to move the antenna like they usually do in previous visits. Then the verdict was pronounced.

“FIELD CLOSE”

‘Mam I already did some test and signal strength in this area is really not good. Your account is a candidate for “Field Close”.

I think field close only happens when the broadband technicians sees no possibility of fixing your internet signal after trying different solutions.

I asked why, what did you find out?

He requested me to look at the test screen and the test result. He explained that the standard minimum signal strength that is acceptable to Smart Bro is 90. Our connection registered at 73.

Yep, that bad, our signal is not acceptable by SmartBro standard so it’s a bye – bye with them. And because the technician recommended “Field Close”, we were able to cancel and close our Smart Bro broadband postpaid plan even though our contract’s holding period is not yet up.

If the technician did not recommend “field close” we would incur pre-termination charges if we cancelled our Smart broadband postpaid plan.

Now, since TELSTRA or any other foreign internet service provider company is not coming anytime soon to the Philippines, we hope against hope that our PLDT HOMEDSL and Suncellular modem will continue to be serviceable. If not, yatap ang work. :/

Do you also have a similar experience?

Don’t forget to save the report numbers whenever you call Smart Broadband hotline for repair concerns and issues. These reports will come in handy if you want to cancel or pre-terminate an active contract with Smart Bro in the future.

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