VALENZUELA City Mayor Wes Gatchalian on Wednesday called on internet service providers to provide rebates to customers affected by service interruptions, saying subscribers should not be made to pay in full for services they did not receive.
Gatchalian said he was “so tired” following up on internet service interruptions and system losses affecting residents, including nearly 3,000 clients hit by an outage caused by a damaged underground facility during a Department of Public Works and Highways project.
“I want to know how many of my constituents will be given a rebate and how many of them worked hard to pay their bills. But in return, there is no internet right away,” Gatchalian said.
“You have to deliver what you promised, whether it rains or shines. It is not free. The people are paying,” he added.
Gatchalian said internet providers should also comply with fixed project schedules and the duration indicated in permits issued by the city.
He ordered the providers to submit a breakdown of the rebates to be given to affected customers within a given period.
He lamented that customers who delay their payments are immediately disconnected.
Gatchalian also cited a local ordinance that requires the establishment of a customer assistance office within the city.
The mayor said reliable internet service has become even more important as the city relies on online classes and remote work, particularly during periods when face-to-face activities are suspended because of bad weather.
He also apologized for delays in the city's repair efforts and said the local government would work to improve its facilities and ensure round-the-clock operations.
“We will make sure that this 24/7 capability will help us improve our facilities further,” Gatchalian said.
