Press Release
Globe has fully restored mobile and broadband services in affected areas of Metro Manila and parts of Luzon following a network disruption caused by multiple fiber cuts in the afternoon of May 12.
Customers in several cities across Metro Manila, as well as nearby provinces including Rizal, experienced intermittent connectivity with calls, text messaging, and internet. Services have normalized by evening, 10:30 p.m., after Globe’s technical and network teams completed restoration efforts.
“It is very unfortunate this disruption happened which could have been prevented had there been prior coordination with some agencies,” said Joel Agustin, Senior Vice President for Service Planning and Engineering at Globe. “Our teams worked continuously to resolve the issue and minimize disruption for our customers. We highly value the availability of our services and the trust our customers place in us, and incidents like this underscore the importance of strict adherence to established coordination and communication protocols by contractors prior to any excavation activities.”
Incident details and ongoing investigation
Initial findings indicate that in one affected area in Paco, Manila, underground fiber optic cables were damaged during drainage excavation works conducted by a Department of Public Works and Highways (DPWH) subcontractor. The activity resulted in multiple fiber optic cable cuts within the same location, affecting several core lines critical to service delivery.
Globe is currently conducting a broader investigation into the series of fiber cuts reported in multiple areas, including determining whether these incidents were coincidental or carried out in succession. The company is working closely with concerned contractors and relevant authorities to establish the circumstances surrounding the disruption.
“We are taking this matter seriously and are coordinating closely with our partners and government agencies to establish accountability and prevent similar incidents moving forward,” Agustin added.
As part of its next steps, Globe will enhance coordination with the DPWH, local government units, and contractors to reinforce infrastructure protection, improve visibility of underground assets, and strengthen incident response protocols.
Globe thanks its customers for their patience and understanding and remains committed to delivering reliable and resilient connectivity.
Editor’s Note: The May 12 service disruption affected subscribers of Globe mobile, Globe At Home, GOMO, and TM in affected areas. The Globe One app, designated for filing service disruption reports by subscribers, was also not functional during the period. Affected Globe At Home subscribers were immediately provided with free 8Gb of mobile data valid for 2 days in the mobile number registered with their Globe At Home accounts.
