Philippine Long Distance Telephone [PLDT]
Reviews and Complaints

May 26, 2018. PLDT contractor Geno with phone number [protected]. We already had a service order since last week. The contractors went to have a site visit on Friday May 25, 2018. Since we were not there and only my house help was there, the left a contact number for us to call. Then on Saturday we called Geno on the number listed above and asked him what we need to do. He told us that we need to install a post where they can put the wires on. I ask him how much it would cost and he told me it would be P1800. All we need to do is give them the money and they will buy them. I told him we already bought a post where they can hang their lines but he said it's not the right one since it's supposed to be the standard one. But, if we will give the P600.00 we don't need to put up a post and they will be the one to find ways how to install it. Our house is around 45 meters away from the post with no trees to hinder the wires. Why do we need to set up a post?! And if they can find ways to install it without having to install a new post why do we need to give them extra P600.00?! I said it's too much. And he told me they will just call back and until now they haven't called back so we went to the office in Pagadian City. But they did nothing and only told us it's the technicians who know everything since they were the ones working in the field. I need a clear answer to this issue.

PLDT Account No: [protected]
Tel No: [protected]

Hi PLDT,
For the longest time, i am complaining of your ON-OFF router and is getting worst everyday. This has been raised so many times for more than a year now. Sad to say the action is the same...call your customer care, reference number will be given, technician will be dispatch and for one day the service improved and the following day back again to normal...that's the never ending process of dealing with you guys.

For this year, in March my router has been changed with another unit...and again for one day, it become better and the following day back to normal.

You are only good at billing wherein, you made an automatic sending of text message monthly asking to pay the service. The most disappointing part is that, you did the automatic reminders for billing but you never bothered checking how efficient your service is. This is [censored]! We are keep on paying but we never fully use your service due to intermittent ON-OFF of your router...and taking time to connect your internet again. Shame on you guys!

Next problem: for one month, the telephone has no dial tone.

When do you think you will improve your service and made up of your shortcomings to your customer like me?my BP is getting elevated because of your [censored] services.

Regards,

PLDT Account No: [protected]

I've been calling and sending emails to customer service for 3 weeks already about unstable internet connection and it is affecting my work. Then worse part, 5days on the latter NO Internet at all! No feedback received even if they kept on telling me to wait for feedback. They even said there's no deadline about the repair. Until my last 2 calls with them that they gave a deadline. However, still no improvement. No one came to our hose to check but when I applied, the next day I have the technical team to fix it. But not this case. Actually it becaame worse. Every 20 mins I don't have internet. Until i decided to cancel my subscription. Then they told me that i have a lock up period. That's totally stupid. So even if I cannot use the internet, I still have to pay. No way I'm going to pay for that!

I wanted to complain about PLDT CS Supervisor that I spoke to May 20 in the landline department he told me that i will wait for 24 hours to have my landline activated. Until now, It's still not activated. I have been on hold currently and he is not talking to me. I hope this kind of people will not be employed by pldt. you dont give people false promises to shut them up.

I just spent 2 hours with one of your supervisors in Makati named JD but unfortunately, i didnt get his employee ID but I was able to get the agent who transferred me to him and the name of the Agent is Samantha with Agent ID C430. JD said he will put me on hold and after waiting for him to come back for 20 mins or more, he hung up. Please be reminded that I have been experiencing billing issue with you since December. Its MAY! this is absurd and i am done of listening to the same answer with no resolution. WHy do you hire incompetent, very poor customer service, mediocre agents/people? if theyre competent enough to do their jobs, it wont take me 6 mos to complain with the same issue and wont take me 2 hrs or more every call (2-3times call per month) to have this issue resolved. Youre PLDT, this is not good. im so stressed and i cant have another call with an agent anymore and tell me "kinoordinate ko na po sa ibang team" omg basag na linya. so whoever this person is na pinakoordinatan nila, please fire them. im tired and very frustrated with you guys. so done.

Hi,

I am Viral Desai using DSL service from PLDT for more than 18 months now. I have requested for disconnection since we are moving out of the country they are now asking for the Termination fee of php3897.

This is unacceptable since when I joined the service they did not informed me about any locking period. This is totally unappreciated behaviour and a cheating from pldt.

I have written many emails and hence now raising to this forum to help consumer from the hidden clauses for using the service.

Regards

Viral Desai

It has been over a month that my landline has no dial tone. I have written to PLDT customer service and a trouble ticket was issued, TT [protected]. I have written follow up emails several times and the response is always the same, a technical team will investigate the matter. This morning two trucks of PLDT Service arrived in my neighborhood. However, to my dismay they only came to install a replacement tel cable for my neighbor. We both have no functioning landline and I do not understand why it is only my neighbor's phone that was fixed. The PLDT service crew has left with no sign they will be coming back. What does it take to get this PLDT landline fixed? I have been paying my monthly dues religiously but it seems I am wasting money for a non existent service.

Initially, I requested for ADSL and was installed after 2 weeks but the internet connection keeps dropping out which most of the time it is not working. in 2 months of having ADSL, 2 technicians went to my place, the first one is blaming it to my internal wiring although he was able to make it work, after 2 weeks it stopped again. On the second visit, i ask to have a new line installed but the tech said it is with the main box and recommended to just upgrade to fibre. On that day, i request for an upgrade to fibre. The modem was installed yesterday and my wife was advised that within 2-3hours everything would be working but until now, it is not. I called pldt hotline several times but everytime i call they gave me a different story or would say they will have it expedite but nothing happened. The automated system says my account is temporary disconnected eventhough i paid the bill and even though i have not recieved a good service. No one is updating me. The operators i talked to seems doesnt know what they are doing. The one i talked to earlier says she would follow up for service to be installed w/o reading the system that ithas been installed. Im getting a run around here. I love to transfer service if not only with the ETF.

It has been 3 long weeks that I applied for migration from DSL to Fiber of PLDT. I applied online last April 18, 2018 for 1899 Unli Plan. My main reason is for the upgrade is due to work. I'm required to have a better upload speed specifically. I'm being warned by immediate superior that I might lose my job anytime soon. I tried to convince them not to because I already set good records for the company I'm working with and the good relationship that we had.

I gave them ample time to process my application because I'm aware they can't adhere with 24-48 hrs turn around time for delivering the resolution. Until I made phone calls almost everyday since then to do follow up on regarding this matter. I received an e-mail from the application team stating my area was not Fiber ready. Due to the urgency of my problem, I informed them that my neighbor happened to have this great service even though they are almost 300 meters away from the nearest Fiber cabinets. I was so desperate on having the service. So, I provided the phone number of this said neighbor for their reference and as a proof PLDT was able to give them the service. In addition, I made another call to give them three of the nearest fiber cabinets in my area. Specifically, LP70 NP3, LP23 NAP 6, LP23 NAP 7. I would understand the last two cabinet numbers were full.

Another follow up has been made the following days. Gladly, I was able to get a hold of the supervisor named Jonalyn and further assisted me on my concern. She is exceptional on providing customer service satisfaction. On our conversation, I send an e-mail with the attachments of the google map showing the approx distance of the above mentioned cabinets to further justify that I AM SERVICEABLE OF FIBER services that they advertise.

After numerous attempts of calling them, finally, I'm somehow happy to receive the news May 8, 2018 it is subject for installation. Until today their THIRD PARTY linemen came and said "Sir, wala pong port na available eh, hanggang 8 lang sa isang cabinet at puno po sila" They immediately left while I have Jonalyn on the line and I was told they will survey the area because I told them there SHOULD BE AVAILABLE PORTS in cabinet LP70 NP3. So, I decided to let them leave while I still have Jonalyn on the line. I did ANOTHER EXTRA MILE on taking photos of the actual cabinets again JUSTIFYING there are AVAILABLE PORTS.

I tried to be calm during the first week but I'm losing my patience as time goes by because I felt I'm being neglected as a valued consumer. They need to treat every and every escalated concern with the sense of urgency. Now, the problem persists with their linemen which is totally unacceptable. I am requesting for them to do their job properly. I want to have this process address in a democratic manner. Just for the information of other (I know for some they are aware of this already), some of linemen would do unlawful tactics and would ask for enormous amount of money for you to get the service. Sad but it is the reality not just with PLDT but any governing bodies of the Philippines.

I made the last call this day around noon time to give me 2899 Unli Plan because I have a great feeling it can be a factor as to why they dont want to approve my application.

You can see the attached photos that I submitted with PLDT so far. I'm praying that I will get the service anytime soon and saved my beloved job.

I'm writing this for the other to be cautious on dealing with the after sales support of PLDT. They need a lot of improvement on their process being the leading ISP in this country.

I called around 3rd week of February for a free fiber upgrade advertised to existing customers via their website. According to the CS rep, there is available port and the upgrade is possible. They told me they will create a Job order number so their technician will call me. I made a followup March 10, 2018 and had another CS rep assisted me and assured me there is available port and fiber upgrade is possible. He gave me temporary job order number [protected]. I patiently waited until I realized it was already two months since my last follow-up. I called the hotline again to follow-up on the status of my fiber application. To my dismay, the CS rep said there is no port available for the upgrade. How come there was no port available when the time I called they assured me this will push through? I didn't even receive a call or a text message from PLDT to relay the status of my concern. Their service really sucks! I won't renew anymore, better switch to Converge.

They told my parents that we are getting a FIBER UPGRADE yun pala DSL upgrade lang from 3mbps to 6mbps na up until now di namin ma feel; They took advantage of my parents who have availed the telpad plan also pati fam cam, yung fam cam sabi nila free installation we could call for assistance pero may bayad pala Php 1000.00/cam di man lang eto inexplain sa parents ko. False Advertisment! They even billed us sa 30-day free trial ng Cignal & Netflix dahil nag avail kami ng roku tv. Which is dapat hindi logic lang diba? Free trial nga.

i applied for upgrade last 04/25/18 to fiber and i was told that my area is at " priority 1 "
and then last 05/03/18 i made a follow up call about the upgrade, but i was told that my area is not capable for fiber .. i have a neighbor literally neighbor same building who has PLDT Fiber .. and today i made another follow up call, i ask for a sup then the agent transfer me back to the queue

Account #: [protected] Pauline Marie Quianzon

Has been incorrectly processed by your customer service reps. I've advised 3 weeks ago that new fiber boxes were installed in our area for each and every building of our area so the excuse that there are no available ports in the area is an excuse of a lazy bunch of folks. I spoke with the following reps:
Yohan // C135
Jordan //C427
Vivian//C305
Marie//C445
Ken
each and everyone advised me that an update will be provided in 24 to 48 hours. Lo and behold! it's been over 3 weeks but still no service order. This is so frustrating because that's the only internet provider in the area. If I had another choice, I would not have. This is getting out of hand and an action needs to be done ASAP.

To whom it may concern,

Good day to you. I've been spending all my spare time to call customer service to make sure that the fiber application would push thru. But seems to be I already wasted so much time to have the fiber connection to be approved or installed. I did even provided a reference account number ([protected] ) with the phone number ([protected]) under the name (Kendrich Artificio Atienza) to the customer care as and example account that the fiber line connection is available and activated in our place to make sure its not an excuse that the line is not yet activated as per the representative in the san pablo branch informed my Sister and also for you to save a lot of time not to do a facility check since line is already activated and ready. My sister already provied all neccessary requirments to the said branch dated March 20th of this year.

Account number ([protected]) under the name of Mariejo Ann E. Avila is the account that was provided to me. Theres already an account So the question is, whats the hindrance? why are we not able to Install the line to our place? Why Cutsomer care or sales rep keeps on saying that We are creating a JO (job Order) so there would be a technician that would call you and inform you about the installation, as of now customer care or sale representative keeps on making a J.O. but no numbers or J.O. Numbers can be provided. Now its a simple request that we want, for our property to have fiber connection so we can be your customer.

March 25 - delivery of tablet na libre daw
Aprl 25 - tumaas ang bill ko ng 1, 149
Account number: [protected]
Account name: Maria Theresa L. Panganoron

during march tumawag ang pldt na may idedeliver daw kayong tablet for free.
sister ko ang nakasagot. i told her wag na wag tangapin kasi hindi ako naniniwalang namimigay kayo ng libre! so tinawag ng sister ko s customer service nyo (maraming bese) nag confirm kayo na oo libre un tablet! wala kaming babayran. hindi pa din ako nag agree na tanggapin yan dahil wala ako narereceive na notice sa inyo. ako po amng account holder.
around 3rd week ng march dineliver nyo pa din sa bahay un tablet. hindi tinanggap ng mother ko kc sabi ko wag tanggapin. then on march 25, dineliver nyo na naman at sabi libre daw. tinawag ng sister ko s customer service nyo para tanungin ulit kung talagang libre, at again sinagot nyo ng oo free walang babayaran. kaya tinaggap naman nun sister ko.
then April 25 dumating ang bill ko. 3289? tumaas ng 1, 149? nagemail agad ako sa customer service nyo pinapakuha ko un tablet at pinapatanggal ko po un tablet na yan sa bill ko. pero reply nyo sa akin naka subscribe na ako for 6 months!
grabeng pangloloko nyo naman!

Paki kuha po ang tablet hindi po namin kailangan ng tablet na yun at pakitanggal po ang subscription ko sa telpad hindi po ako nagsubscribe ng telpad. parang awa nyo na po wag nyo po kami gaguhin!
hindi ko po kayang bayaran yang 3, 289 eksaktong eksakto lang po ang sweldo ko

Maria theresa panganoron

I don't know what is the problem of PLDT, but overtime I play and surf at the web the Internet suddenly disappear. They say we are a "loyal" customer for them but they should Value and make a good service for their "valued" and "loyal" customer. And when It's the due date they simply cut of our internet at no time no warnings. They should make a good service or they will lose many customers in this issue.

Last April 11, 2018, we requested for the transfer of our pldt line with account number. [protected] with telephone [protected].

Until today, no action was taken. I received an email stating that our number has been changed into [protected] with Service Order No. CBGMT12018041244473. I do not understand why you changed our pldt number without any approval from us.
UNTIL when we should wait for the transfer of our lines? Our operations are now interrupted. We are losing patience now.

Almost 1 week no dial tone and internet. I always call the technical service of Pldt and always saying to do immediate action. We are a good payer as a subscriber. But as i see you have a poor service.No repair happened, they saying always it's on process. But as of this time i don't see any progress about the issue i complaint. This is our landline [protected] and the reference number is [protected]. It was started since april 18, 2018. I am very disappointed in PLDT service.

I would like to complain about pldt service baket ganun i just got delayed for my payment for 5 days then they already cuted my line samantalang ng aassk ako nng technical support to fix my landline n d gumagana and slow internet it takes 2-3 month before maactionan. Pag billing ang bilis pero pag technical support it takes 2-3 months. Where is the justice!5 months plang ako sa pldt network tapos eto agad naexperience ko what a shame. Sorry im just sharing my personal opinion base on my experience.then pg pinutol nila line mo hindi automatic mababawas sa bill yun days n wala kng net and you have to pay for the full month ulness u did this report form n i dont think maaksyonan agad.salamat

I applied PLDT Fibr connect in Sta. Ana, Manila. The employee informed me that my name has been used twice: Dagupan City and Quezon City. For this reason, my application cannot be granted. I bear the real identity and supported by original identification cards, such as passport, driver's license, valid NBI clearance.

Here are my true accounts in Batangas:
1. [protected] (old and obsolete account under DSL plan)
2. [protected] (newest account under FIBR plan)

May I request your good office the following:
1. Trace these bogus applicants who are using my name. I'd like to know the details so that I can file legal case against them.
2. Tighten the security check of your applicants by asking valid and original identifications.