My Opinion

nothing but my opinion

Converge ICT Solution Inc. - only their billing is functioning - they are even too lazy to fix their own network

Every customer from a company likes to get something in return for his hard earned money. The chances that you get nothing in return and even get teased if you are a customer from Converge ICT Solutions Inc. is very high. One guy from Converge or one who is only licking on their shoes even asked me why I have a rant against Converge. I have no rant against Converge, I have only a rant against technical and business incompetence, especially if someone tries to tease me. I had a good experience with the Converge field technicians as they try to understand the problems of their customers, but the support staff has no idea about what they are doing. Here can everybody find how service request are getting handled from this deadbeats. They do everything for avoiding to move their own ass and fix their own internal network problems. It looks like that Converge is even not able or does not have the knowledge to fix their network problems.

Before you take a look at the traces I have made, you should understand how they need to get interpreted. Here is the description of the IP addresses shown in the traces:

  1. is the private IP address of my home router
  2. is the router from Converge, to which the cable modem is sending all the traffic.
  3. is a router from Converge where all the outgoing traffic for US and Europe gets routed
  4. a private IP address of a router inside the Converge network, which is not answering to pings. For this reason the IP cannot get monitored with standard tools.
  5. one more router inside the Converge network on the way for reaching the oversea lines
  6. one more router managed by Converge on the way to the oversea lines.
  7. the last router inside the Converge network located at the Philippines. This router sends the traffic to Los Angeles/US using the services from Level 3 Communications Inc.

For knowing the way packages are taking you can even take the tool tracert from the Windows command line. The result is looking like shown in the following screenshot:

Screenshot from the Windows command line of a tracert

As we like to monitor only the IP addresses at the Philippines in the responsibility from Converge ICT, we take as last IP their last router with the IP address I have used as monitoring tool the open source software Ping Tracer. Ping Tracer is sending out each second a ping to the routers on the way and shows the time needed until the answer got received and the lost packages (red colored) in a graphic. If you are debugging a network, then you have to start at the nearest router where the lost packages are starting. All other failures can be a follow up from the first router. By respecting this rule you have to search in our case, as the following screenshot is showing, for the problems in the connection from the router with the IP (0.76% packet loss) and (13.9% packet loss). The 0.76% packet loss at the IP can be a result of a tailback of IP packages in a retry queue when the queue is full.

Here the results of such a monitoring, which I have sent to the support from Converge ICT solutions on January 14, 2018:

Screenshot from a trace taken on 2018-01-14 09.37.54 from my Converge connection until the oversea line to Los Angeles/US

One day after the above support request got sent, the situation die not get changed. I have sent on January 15, 2018 the next support request to Converge ICT Solution with the values of a new trace:

Screenshot from a trace taken on 2018-01-15 12.53.55 from my Converge connection until the oversea line to Los Angeles/US

On January 16, 2018 I got the email response from Converge ICT Solutions, that the "problem got solved". Here a screenshot from the email:

A sign of quality of the Converge support is already the empty link (http://), which shall get clicked to reopen the ticket. As expected is the result from their "work" the same like before. With other words - they have nothing done to solve the problems as the following screenshot is showing. The email got received on January 16, 2018 03:07pm and the screenshot got taken on the same day at 07:50pm:

Screenshot from a trace taken on 2018-01-16 19.50.40 from my Converge connection until the oversea line to Los Angeles/US

A nice detail how Converge ICT Solution is how they are scamming their customers. It gets shown, by the following screenshot taken on January 16, 2018 at 04:33am, that Converge ICT Solutions is selling more bandwidth than they are able to handle inside their own network. As at this time normally all people are still sleeping and the network is during this time not really under heavy traffic. So the packet loss at this time is low, but still available. It is the problem from Converge that they have been too lazy for fixing their own internal network and the problems are now falling to their head by making problems for their customers.

Screenshot from a trace taken on 2018-01-16 04.33.48 from my Converge connection until the oversea line to Los Angeles/US

A trace back from a server in Austria/Europe shows that not one package at the oversea lines gets lost. The problem is getting found in the internal network structure and the network design. The outgoing routes are taking a different way as the incoming routes. While outgoing routes are passing Los Angeles by using the Level 3 network are taking incoming routes to the users IP addresses from Europe a route from and if you like to trace the last IP address, where the router sends all traffic to Los Angeles, then the inbound route is taking the routes from passing Hong Kong. A OSPF (Open Shortest Part First) seems to be a foreign word for the Converge ICT network technicians.

Summary: If you have the possibility to avoid this Internet provider you should avoid them. Even Internet amateurs are able to bring up better results and a better connectivity.


Converge ICT Solutions - even the service center distributes lies

The largest lie from the service center today has been that an undersea cable got cut in front of Hong Kong multiple times. The problem is only that the routing problems are getting found at the Philippines inside the network from Converge ICT Solutions and not somewhere else.

This fact get shown very simple by reading a tracert (Windows systems) or traceroute (Linux systems). Undersea lines having a longer ping times. And it would make no sense for any Internet provider to register IP-addresses in a foreign country.

The route from Converge ICT Solution to Hong Kong has in common some routers to Los Angeles. So the service staff and managers from Converge hat the stupid idea, that they can sell force majeure to their customers instead of telling the truth to them.

As you can see on the red marked lines in the following screenshots the problem starts between the IP-addresses -> on the Route to Los Angeles, USA, Level3 Network and -> to Hong Kong, Telia.Net.

Here the route to Los Angeles:

The router is really the last router at the Philippines before the undersea cable. But in the following screenshot, the route to Hong Kong, we see the same router with the same IP-address which is before This router has the As makes already problems the failure has to get searched between the routers and in this case.

A little bit more clear is the situation with the route to Hong Kong. There are after the router two more routers cascaded before the data are entering the undersea line. The first one is the router with the IP-address which is forwarding the traffic to the router with the IP-address Both routers are at the Philippines and not one of them gets found underseas:

If an undersea cable got cut on multiple places, then the packet loss is 100% and not like shown in the screenshots 25%. Here we see which deadbeats are working at Converge ICT Solutions.

The first try from the technical support of converge has been to make someone other guilty for their problems - with other words a big lie:

Tsr3 (Converge ICT)

Aug 28, 14:42 CST

Dear Mr. Faix,

Please be advised that we're having a technical issue on our third party which is the main provider of our internet connection. As we verified the main problem causing this is the cables connected under the sea that links to Hongkong is currently on checking. We also receiving many reports same as this issue, rest assured that we prioritize this problem to resolved immediately.

Thank you for you patience,

Technical Support Representative - Regional ( Pampanga )
Converge ICT Solutions, Inc.

The problem from the message above is not only that the content is a lie. The problem is that Converge ICT Solution is the one, with whom I have a contract and who is responsible for the contract. It is their problem if they have hired any subcontractors.

The next lie, which has arrived at my inbox has been:

Tsr3 (Converge ICT)

Aug 28, 15:14 CST

Dear Mr. Faix,

As of 28 August 11:00 am, last update

Our International backbone providers are still working on the resolution of the Submarine Cable Cut issue. Multiple fault points have been detected, to wit.

AAG: Approximately 85 kilometers from South Lantau Cable Landing Station based in Hongkong.

ASE: Approximately 63.5 kilometers from their Hongkong Landing Station.

TGN-IA: Approximately 54 Kilometers from their Hongkong Landing Station

All of our providers have initiated their repair process. Estimated time of repair will depend on the availability of submarine cable ships, international permits and weather conditions.

Thank you for your understanding. 

Technical Support Representative - Regional ( Pampanga )
Converge ICT Solutions, Inc.

I did not know that from the Philippines is it only 65km to Lantau. The airplane takes a little bit longer than 2 hours. In any case Jaypee has forgotten, that Los Angeles and Hong Kong are not reached over the same undersea cable. I have been thinking that the people at the Philippines are more intelligent, but here we can see, that they are even not able to lie in a way that it sounds believable. If a undersea cable gets cut, then the packet loss is 100% and not only 25%.

Converge ICT Solution promotes at their homepage: "Experience better at home and in the office WITH END-TO-END PURE FIBER TECHNOLOGY". The reality is very different to the promotion. Everybody can see which technical deadbeats they are if they need to use such lies in the case of problems because they are not able to solve the problems. Routing problems and high drop rates are normally at their network.

It looks like that Converge ICT Solutions has big problems by organizing the land transport for a submarine at the Philippines, because they are not able to fix their internal routing problems the whole day. It looks like the only person, who is able to configure routers is on vacations.

A trace done from the other site shows that the international lines from Converge ICT Solutions are not showing any problem and there is no packet loss:

Here is a screenshot from Austria/Europe to the Los Angeles gateway of Converge ICT Solutions located at the Philippines:

It is a bad situation for such deadbeats if they lie to the wrong person!!!

Each provider is using different routes for the case if one drops for the reason of a failure, that the others are overtaking the routing of the traffic. Converge ICT Solutions sees it different. If one route fails, then the others have to stop too.With this system they are only increasing the risk with each additional route that they have a full black out for the case one route fails.

Additional they have increased the bandwidth for the users with the beginning of this month, that the users have now less bandwidth than before, but have to pay more for less. That can get called to be a scam.

Such an amateur Internet provider needs to hide their own routing failures from the public. All incoming traces from the Hong Kong and Los Angeles routes are ending up at the IP address Here an example using the Hong Kong Route:

  1     2 ms     2 ms     2 ms
  2     3 ms    15 ms     2 ms []
  3    11 ms    11 ms    10 ms []
  4    13 ms    10 ms    23 ms []
  5    22 ms    21 ms    22 ms []
  6    23 ms    22 ms    22 ms []
  7    31 ms    38 ms    42 ms []
  8    52 ms    38 ms    38 ms []
  9   222 ms   222 ms   222 ms []
 10   222 ms   222 ms   222 ms []
 11   221 ms   232 ms   221 ms []
 12   222 ms   246 ms   222 ms []
 13   227 ms   226 ms   236 ms
 14     *      275 ms   276 ms []
 15   274 ms   285 ms   274 ms
 16   274 ms   274 ms   275 ms
 17     *        *        *     Zeitüberschreitung der Anforderung.
 18     *        *        *     Zeitüberschreitung der Anforderung.
 19     *        *        *     Zeitüberschreitung der Anforderung.
 20     *        *        *     Zeitüberschreitung der Anforderung.
 21     *        *        *     Zeitüberschreitung der Anforderung.
 22     *        *        *     Zeitüberschreitung der Anforderung.
 23     *        *        *     Zeitüberschreitung der Anforderung.
 24     *        *        *     Zeitüberschreitung der Anforderung.
 25     *        *        *     Zeitüberschreitung der Anforderung.
 26     *        *        *     Zeitüberschreitung der Anforderung.
 27     *        *        *     Zeitüberschreitung der Anforderung.
 28     *        *        *     Zeitüberschreitung der Anforderung.
 29     *        *        *     Zeitüberschreitung der Anforderung.
 30     *        *        *     Zeitüberschreitung der Anforderung.

Ablaufverfolgung beendet.

The German phrase "Zeitüberschreitung der Anforderung" has the meaning "Request timed out". - Cheap in the truest sense of the word - a service desert

Normally you can expect nothing from low-cost suppliers. But what I've experienced online at AirAsia beats all negative experiences I've ever seen. The support staff from AirAsia is even too lazy to sell you a ticket.

Everything started with a not functioning captcha at their booking website. Everybody can see in the following screenshot that the captcha gets shown and there is nothing readable in it:

AirAsia screenshot from the booking process

Failures can normally happen every time, so I decided to send them a message by filling their form on the website. The only reply I got until today is the automatic reply from their mailserver shown in the next screenshot:

Screenshot of the only answer from AirAsia if you fill out their support form on their website

As an email address is not getting provided and I did not get any answer on my request above, I tried their other customer support channels - the online chat. The impressing screenshot of their online chat gets shown below:

AirAsia is calling this to be a online chat for customer support

The only support channel, where I got a reply has been Twitter. But you shall take a look about the kind of the replies. I have attached a Adobe Acrobat document with the content of the Twitter messages from AirAsia for the case that the Twitter Messages are getting deleted. The support personal even did not know that the only thing what is functioning at their website is the session expiring routine.

Anyway, the first answer from the support of AirAsia has been:

Oh no! Sorry about this Faix, please clear your browser's history, cookies and cache or change browser and try again. -Ed

Wow, that is a standard answer, somewhere from a prayers book. Maybe it helps it some special cases, but I had tried it with Google Chrome, Firefox, Opera and Microsoft Edge and had everywhere the same result. It shows only that the support personal has been even too lazy to take a look at their own website.

The next Twitter messages (here and here) have been showing already more interest in the case.

Really sorry about this Rudolf, have you tried clearing your browser's data too? For us to replicate the issue, kindly DM us current location, IP address, the device you're using and were you logged in as a member when booking the flight? -Floi

I have sent them the data they asked for. About the IP address I have not been sure as AirAsia needed for a reaction a few hours. After they had received the requested data they excused themselves and made the following suggestion on Twitter:

We also advise you to alternatively try via Mobile App. We're sorry for the inconvenience and thanks for your patience. -Floi

With other words someone shall have trust into a program from a source who is even not able to bring up an error free functioning simple website. This Floi seems to be a little bit crazy, that someone will install an app from such a source, where got found in the Apple App Store malware 'infected 4,000 apps' during the year 2015 and the app store from Google is not better: Hundreds of Android Apps Containing Dresscode Malware Hiding in Google Play Store (published by Norton) and Interpol is warning actually about INTERPOL-led cybercrime operation across ASEAN unites public and private sectors.

Under the above circumstances, a deadbeat from a company, which has programmed their own website cheap, quick and dirty, likes that their potential customers should install software on their devices only for the reason that they are able to book flights from them. Which quality of software someone can expect from such a cheap company?

By taking a look at their website, everybody can see, that they are using their own booking system for flights and a soon as you like to add a hotel, then they are taking the content from and name it as AirAsiaGo. They are even not able to handle the parameter passing to the Expedia website, because if you enter a 4 night trip into their form you'll get at the Expedia Website the error message: "That's a long trip! Hotels only allow a stay of 26 consecutive nights or less."

Such people or programmer are even not able to handle their own computer security. Why someone shall install their apps in this case?

Another deadbeat from AirAsia had written on Twitter:

Hi Rudolf, we are truly sorry for the inconvenience caused. We advice you can make the booking via Airasia Sales office or you can do the booking via mobile apps. We also send your feedback to the relevant team to investigate on this issue. -Raj

Sure, I'll go to Manila, what takes depending on the traffic around 2 hours for one way, that AirAsia does not need to move his ass! A better idea from them would have been, that they are coming to me, bring the ticket and I pay it cash. But such an idea, had not one from them.

By taking a look at the name at the end of the message, everybody can see that a center from India is answering the customer request. This center is not able to do something or provide some real help, except providing unsuitable means and advises. AirAsia is in this case only trashing some money for nothing. The result is, that their reputation, which does already not exist, is going down to a negative promotion.

This poor communication got done in public. I did not get any answers to my email inquiry. At this point the support staff from AirAsia found it already embarrassing and asked a few times to change to direct messages, which I have more or less ignored, because they have ignored my requests, where they could answer by email.

There are only two options as in Europe, US, Australia, etc. exists a data protection law:

  1. The customer service from AirAsia has no access to the booking data. In this case the customer service from AirAsia does not make any sense, as they are not able to give help to their customers.
  2. AirAsia is ignoring the data protection law and will get soon fined for breaking the law. The article from the New York Times shows an example F.C.C. Fines AT&T $25 Million for Privacy Breach which kind of fines can happen. An additional loss of European and US licenses can happen too in such a case. If it will happen, AirAsia will be only a negative example where future manager can learn from it.

Anyway some people and manager will never learn how to make business. Intelligence is commercially not available. Maybe some stupid AirAsia managers are thinking that someone, who has made such a negative experience with their first level support, will try a second level support by using another channel. People, who are having all their senses in place, will avoid to get in contact with such a company in future.

They even had the idea to chose other payment options and one stated even that it is a security feature to show no content in the captcha:

We're so sorry about this Rudolf as we've got a very high security measures in our website to avoid Fraud transactions.

The best fraud protection for AirAsia will be to shut down their website and their business, as the most people are not able to book their services online. I'm happy, that I could not book a flight there, because what will I do in the case I have booked one of their services and need really help from their customer service? In such a case they have already the payment and would even not reply to a public posting. Such companies, who are handling their valued customers in this way will not exist a long time. Saving money in customer service is exactly the wrong way for making some business. Everybody and every company gets exactly that for what they are paying.

AskAirAsia Twitter Messages.pdf (867.92 kb)


Converge ICT Solution Inc. - a service desert and teasing their customers

You are in a bad situation if you are living in an area where Converge ICT Solution Inc. is the only Internet provider. If your job or project requires a permanent Internet connection then you need to buy additional some additional load from a mobile phone provider, because the Internet from Converge ICT Solution Inc. has most of the time problems. The only thing where they have no problems or which is really functioning is their money collection. For example they are even trying to collect money by using an attorney for a cable TV contract, which has not been functioning and got cancelled for this reason. Such a case has happened to the father of my spouse.

Their actual basic offer is:

For this money, you'll get cable TV, which is only functioning if you are lucky and a very seldom functioning and castrated Internet connection having a private IP address. For example is actual the following connection information show at my router:


The offered 5 Mbit are only in the internal network available if you don't have any package loss, what has never happened during the last 3 years. Actual is the best situation a package loss of 10% until their upstream provider. Package losses of more than 60% are for Converge ICT a normal situation and not something what needs to get fixed.

An actual trace route to shows the problem:

The bottleneck gets already found at the IP address in this case. Around two yeas ago I have reported this host already and repeated the report a few times. Their only solution has been to turn of answering pings at this host. That I'm not the only one, who has problems with this amateur cable provider, Converge ICT Solutions Inc., gets shown on Twitter under the hashtag #convergeict and #pldtMyDSL.

As Converge ICT Solutions Inc. has so many problems in their Internet connection, I'm monitoring their service from the time I wake up until I'm going to bed again. During the past week their service has not been working before 7:00 am. It is understandable that they need to fix their problems and I have kept myself quiet as I have seen their service trucks in our area. These deadbeats are still thinking that their problems are getting found in the last mile. I have reported them with traces and ping statistics, where they need to start searching for their problems, but they are even resistant against technical facts coming from a third party. Last year on April 18, 2016, during a quiet time on their Internet connection, I have already reported the source of the problems (click on the screenshot to enlarge it):

The screenshot above shows the output from the open source software Ping Tracer, which makes every second a ping to each router on the way until the international connection. The problem gets shown inside the Converge network at the host with the IP is my private router and is the first router in the Converge network. shows during the monitored time 10:16 - 10:41 am not one lost package. During the same time the next router after with the IP had a package loss of 4.1%. Such an defect router can be the reason for any network problems and can result in a blocking the whole network traffic. Also the screenshot shows that the problem does not get found in the last mile.

A similar picture gets shown as yesterday, February 3, 2017, between two longer shutdowns of the Internet connection. Here the screenshot from yesterday showing the time 9:03 pm - 9:29 pm:

With other words, it cannot be what is not allowed. The network engineers from Converge ICT seems to be so much convicted about themselves, that they send out the field technicians for changing the cable modems instead of moving their own ass. The problem still stays unsolved. It does not matter to the lazy Converge network engineers, because only their customers are suffering from their incompetence.

One more fact proves that the problem needs to get searched in the routers or in the upload channels from the cable modems. During one of the visits of the Converge ICT Solutions technicians, he has exchanged the cable modem against one from Motorola. At this cable modem the upload channel can get chosen manually for the case problems are coming up. Some times it really helps to change the upload channel, but that is not a real solution for professional Internet provider. It is only a basal solution, but that fact shows that the problems are coming from a simple overbooking of the available hardware and network.

Here is a screenshot how the problem is normally building up:

The yellow bars are showing the long pings and the red one the package loss to each host. If one router blocks, because he cannot forward a package to the next router, the first one blocks too. The total black out is building up this way. Some times you can solve the problem by simple changing the upload channel and you get an acceptable Internet connection for simple browsing.

It even does not help to chose another offer from Converge because their problems are getting found in their internal network until their upstream provider. So even if you chose their fiber to home package, you'll suffer from the same problems. Not one Internet provider has different networks for their routing for their different offers.

Update 2017-02-03 7:30pm:

The following screenshot shows again a dropped line. For both drops is the staff from Converge guilty. Their stupid staff thinks, that they need to change for all their users the upload channel. The problem is, that all connections are dropping and cannot reconnect for the reason of overloading the network.

Here is a screen shot from the modem settings taken at 06:53:57 pm it shows upload channel 3:

Here the game continues. Every time the connection stops working as the upload channels gets set to 1:

At 07:12:55 pm the upload channel got again set to 1 from remote:

I have set the upload channel at 07:17:11 again to 3 and the connection is working again. From my site, I have to reboot the cable modem after setting the channel. From the remote site the channel can get changed without rebooting the cable modem:

This game has been continuing a few times until the deadbeat at the other end has given up. That are the stupid ideas from some staff in their IT department, who does not know what he is doing. So keep yourself away from such a provider, where the staff seems to get bored and are thinking they have to destroy your Internet connection.

The contact details from Converge ICT Solutions Inc.:
Converge Information and Communications Technology Solution Inc., Yamamoto Building, National Road, Cut-Cut, Pulilan, Bulacan, Philippines, Mobile No. 0933 552 5517

Main office: Reliance Center Annex 1 #99 E.Rodriguez Jr.,Ave. Bo. Ugong Pasig City, Philippines Pasig, Manila 1604 Philippinen

Office Pampanga:
5th Floor Savers Mall Bldg Balibago, Angeles, Pampanga, 2009
Phone: +63.458940100

Domain registration data from

Domain Name:
Registry Domain ID: 1649832348_DOMAIN_COM-VRSN
Registrar WHOIS Server:
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Creation Date: 2011-04-08T06:36:18Z
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Registrar IANA ID: 146
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Registry Registrant ID: Not Available From Registry
Registrant Name: Converge ICT Solution Inc
Registrant Organization: Converge ICT Solution Inc
Registrant Street: 5th Floor Savers Mall Bldg Balibago
Registrant City: Angeles
Registrant State/Province: Pampanga
Registrant Postal Code: 2009
Registrant Country: PH
Registrant Phone: +63.458940100
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Admin Name: Philip Vargas
Admin Organization: Converge ICT Solution Inc
Admin Street: 5/F SaversMaill Bldg, McArthur Hi-way
Admin City: Angeles City
Admin State/Province: Pampanga
Admin Postal Code: 2009
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Admin Phone: +63.458940100
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Admin Fax: +63.458940108
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Tech Name: Philip Vargas
Tech Organization: Converge ICT Solution Inc
Tech Street: 5/F SaversMaill Bldg, McArthur Hi-way
Tech City: Angeles City
Tech State/Province: Pampanga
Tech Postal Code: 2009
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Tech Phone: +63.458940100
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