Philippine Long Distance Telephone [PLDT]
Reviews and Complaints

since march 22, 2018 our IPTV BOX UNDER PLDT is defective, no action done, until now we still waiting for technician and we are paying for what we are not using, this is unfair, u keep sending billing and yet your device (iptv) is defective, this ticket no. [protected], [protected] ur CSR just giving me ticket no. without any action don just hoping for immediate action for this

Call reference ID number [protected]
I called several times and today I got really upset walang internet and phone line this was the second time na nangyari eto ganito din nung mahal na araw ang haba ng process para tumawag and dispatch ng technician and tatawag ako ng tatawag sa 171 nakakaubos ng oras and nagbabayad kame in time ng service. Aside from sa walang net yung last reprsentative kausap ko this morning Apr 15 wala ng maayos na maisagot sarcastic at pabalang pa sumagot. So I had to escalate the call to a supervisor named Eric. Please take note of this representative and make sure na maayos ang service. Investigate nio rin sa area baka ninanakaw ang cable ninyo kaya walang internet kasi last holy week and sabi nadaanan daw ng truck ngayon ano na naman kaya. Thanks! You're feedback is highly appreciated.

I am trying to avail the volume booster bit every time I log in to the website I always get kick out. Then I called the customer care and to my surprise there was double transaction that was made. I didn't receive any confirmation that my purchase have pushed through but they top up my account with 2 same volume booster that is completely unnecessary! And the rep said that once it is do ne there is nothing that they can do about it. Are they [censor] kidding me?! Their website kicks me out and just shows me a [censor] cogwheel then tells me I made double purchase. You are [censor] money stealer

Last February i applied for S8 plan 399 in addition to our Home Fiber plan 1299. I sent all the needes documents through home inbound and customer care email and it was approved after more than a week. Someone called and provided the service reference number and advised me to pay the cash out amounting to ph10, 000 as soon as possible so that my uniy will be delivered in 2-3 days. March 27, 2018 I paid the ph10, 000 cash out through PLDT service center in Megamall. I called 171 to check if my payment was posted and they confirmed tjat tje payment was indeed posted.

The following day, i called 171 to check on the status amd I was advised that they already sent a follow up for delivery. Im hearing the same responses every time i call 171 almost everyday. I was able to talk to a supervisor named Louie and he promised me to check on my issue and to provide updates but I havent receive any.

I was able to talk to a male agent who finally advised me that the reason for the delay is because my payment was not complete since a new bill was generated to the ph10, 000 cash out intended for the S8 got deducted. The agent advised me to settle the amount that was deducted for the SR to be restaged. I did processed a payment amounting to ph1, 299 the same day after our conversation.

After another follow up, still nothing happened. The SR status is still awaiting for payment! I was really angry at that time and asked for a Manager but as usaul no Manager available. I again called back tje following day to check and I was informed that my SR was cancelled! I was so furious at that time when the rep told me that. After that, I received another SR
# [protected]?. I dont want to follow up with a call center agent so that time i decided to visit the service center where i processed the cash out of ph10, 000 which is in Megamall.

I spoke to a customer agent named France and he did check the account and as usual, he sentba follow up email and still awaiting for feedback. France promised me that he will call or text me within the day for updates but again, i havent receive any. I went back to PLDT Megamall and it was Enan who assisted me. He was able to check the SR and educated me that I need to pay Ph36k+ as per update. I told him that that is totally wrong since he was asking for the full amount of the S8. So what happened to the plan that was approved and the cash out that they advised me to pay? Enan did an account history research and noted that the account 's tenurity was already 7 months. They might have only counted when we relocated last January and did not count from the day the account was originally installed. Enan sent an email to the support containing all the supporting data and advised me that he will get in touch to me for updates. He was able to give updates but only follow up emails but no actual resolution yet.

So, since March 27 when my cash out payment amounting to ph10, 000 was posted still notbing happened. No S8 was delivered and my Ph10, 000 has just gone to waste.

I am demanding to have the S8 delivered as soon as possible since this is already been long overdue! What happened to the 2-3 daya delivery?

Please consider this as a FORMAL COMPLAINT AND I NEED THIS TO BE RESOLVED ASAP!

I WILL SEND THE SAME COPY OF THE COMPLAINT TO DTI CONSUMER DIVISION IF NO RESPONSE IN 24 HOURS.

Good Day!

I would like to complain a lot of things regarding PLDT. We asked for an additional line for our new unit at Jecoprime Building last February 9. Proposal with authorized signatories was sent last February 28. Payment was made last March 16. Today is April 2 and installment has not yet been made. I was asking what's taking so long and they always reply like an automated message that they will follow up etc. Can you do something about this? 2 weeks ago I also followed it up using your hotline with the title "urgent" installation. After 2 weeks, no updates. I still have to email PLDT to ask for an update. Still no installation has been made. I would like to ask what is taking so long so that we can do something about it. Do we need to go there in your office directly to make sure that you install it within the day? Is this the way how employees of PLDT work? We are just asking for an additional line, and take note, only 1 additional telephone line. Yet, nothing is happening. Please do respond immediately.

Everytime I go to the PLDT Fairview Terraces branch the queue is always too long I wonder why it takes 30 minutes per customer to be assisted. Today they had a system issue which occured at 3:40pm and we were informed that system will be back at 4:30pm. We waited patiently, we could have gone home but we stayed. Come 4:40pm and the systems were still down. The receptionists were non empathic at all! They just looked at me literally with blank faces and one evem said "nangyayari po talaga mga ganito" Gosh what a nightmare and I wonder did that woman even finish college. Please do something about your system and customer support Fairview Terraces branch!

14 March 2018

PLDT
Ramon Cojuangco Building
7895 Makati Ave. corner Dela Rosa St.
Makati City

To whom it may concern:

This is to lodge a formal complaint against the service centers and dispatchers assigned to our home located at 9 Sapphire Ext., Gloria 4, Tandang Sora, Quezon City 1116. Our telephone (+[protected]) and DSL connections have been down for over a month now, starting from February 14, 2018. We have escalated this concern via the telephone hotline for more than 20 times, but it still has not been serviced up to now. (The name of the supposedly dispatcher is called Joe Balanga)

This is outrageous and unacceptable, and we demand that both telephone and internet services be fixed immediately. Further, we demand a full refund of services that were not provided to us during this period.

Hoping for your immediate action.

Sincerely,

JOHNSON LIMKIN
Account Holder
9 Sapphire Ext.
Gloria 4, Tandang Sora
Quezon City 1116

Hi i wanted to complaint that we dont have working service for 6days now. We are just new with ur pldt fibre yet we have experience this horible service.
I called multiple times through 171 march 9 provided this reference number
[protected]. Followed up every single day as we were advised that technician will arive was assigned to martin george, was putted in priority.
Its now the 6th day without service
Issue is loss of signal which requires tech visit.
My parents has a mmedical condition and need to have a working service. I wanted to know whats going on.
Aside from this fristration u can add up the horrible service i received i have never been rude to any if my calls but i was told a lie when Zai guaranteed me that technician will arrive this morning and ryan cruz failed to do his promised call back. Also someone hung up on me while on hold.
I want a resolution asap and a rebate for 6days without service

We call to pldt 171 to report the lost of connection in our office last tuesday march 6, 2018, they said that they will fix it within 72 hours, we wait for that time but nothing happens. We call again and again, day by day, time to time, they always said that they will send us technician to operate our line but until now in it's 8th day of lost of connection, we didn't receive any technician and services in our office. Is it reasonable? Is it right? That our work delays because we cannot send and receive emails and updates in our office? Please be responsible in your duty.

This is regarding my billing statement. Last year I am thinking to cut off our internet service since telpad contract are expiring. And then one of reps from PLDT called to convince me not to cut off our service and he will give me a promotional discount of 50% off if I will continue with my service. I agreed, that conversation happened last September 2017. Then I was surprised because our bill still 1850 the following month, which I paid, and then on November my bill skyrocket to 2k++. I immediately called customer service and even went to PLDT office in tayuman and they just told me that there is a error encountered during the switching of our plan, and I need to pay it which I was forced to pay because we really need Internet service for our online business. And then January 2018 came and my bill was 65php which I am expecting due to the overpayment I made, February 2018 bill is 650php which is the correct bill for us. And then this month I received my billing statement with the amount of 1700php! I called customer care again and what they told me sucks, there was an error on the promotion that was offered to me and I need to pay 500 for the downgrade which I remember, I requested during the last month of my telpad plan last year. I was furious because it seems PLDT doesn't know what they are doint to resolve the customer's issue, to think we are their customers for over 5 years. Right now no resolution was given to me, and I think they will force me to pay 1700php to reconnect my restricted service. Please help. Thanks.

Long story short, please fix your connection. We pay regularly without delay and we get internet that doesn't reach the standard that we pay. We are subscribed to a 20 mbps internet connection and the maximum we get is like 5. We even had it upgraded so that we won't lag but you still can't provide the proper connection for the amount we pay. We hope that you can address this concern for everyone in need of proper internet.

This has been going on for as long as I can remember. The internet literally sucks. We pay fairly, but we ain't getting our service equal to the amount we pay. The internet just keeps vanishing, except for the ethernet since we use cables. That doesn't give an exception. We have already complaints about this for a long time and the people that are trying to help us are like "naah that's okay it will be fixed soon" without telling us what's the problem about our router that it keeps giving us "no connection." what we want is to know the cause of this problem (even if we don't have to since we are costumers). And of course, we want repair. We want to get what we paid for.

Our internet connection was disconnected without notice since January 8, 2018. PLDT said it was for "Migration to Fiber/Ultera", however, up until today there is no update/resolution/progress. We've been calling their hotlines for so long now but they just keep on telling us to wait for 24-48hrs. This is really unacceptable & wrong. Reference# [protected]

3/8/18
the internet is too slow to even load this page. i was watching kdrama and it keeps buffering so i called 171 to complain and they "enhanced" the connection which the wifi got better but only for a few minutes. so i decided to use speedtest and the download and upload speed didn't even reached 1mbps. i already called a few days ago to complain about the bad internet signal and they did the same procedure as stated above. they told me to monitor for 48hrs but has returned to its old speed which was so slow after a few hours. i didn't have the time to complain about the it due to school works. i only had the time to complain today but was very disappointed.

Its been a month already and your network is not good... Whenver my cousin is playing and I am teaching its always log or the ping is high... It never happened before just now... Fix your system as fast as you because this really not good in my work online... Were paying and we expect good service coming from you telecom. If your fixing something atleast let us know the consumers because its not good... That's we choose the wifi fibr because you said its fast and now its not... Its not even functioning well its often log without any reason or sometimes the signal is gone suddenly going to limited access it happened several times. Now can you atleast tell us consumers what is wrong or do something about it... Because its already affecting my job with fthis kind of system of your telecommunication service that is not good...

Internet and the dial tone of our telephone is gone, this has happened twice already and we consistently complain to their main office here in Cebu City but no action is done. Internet is really need because of school and work purposes also communication. My family is so frustrated especially my mom because she always goes to the main office just to follow them up. But it seems like we are taken for granted. Please solve this A.S.A.P.

Our landline [protected] has no dial tone for 6 months now. The issue was raised last October 2017 but no update was given on repairs. We were given false ETRs, false reports on repairs, and escalation tickets. We are required to pay the monthly fee for unusable services. They also refuse to freeze the bill until the major cable problem is fixed.

IT HAS BEEN MORE THAN ONE MONTH AND MY APPLICATION FOR A LANDLINE HASN'T BEEN FINISHED YET.

January 31: I ordered for a landline plan through phone. They then sent me an email regarding the documentary requirements needed to complete it. I accomplished everything and sent them back THE SAME DAY.

Wk of Feb 5 onwards: Me or my officemate Angeli followed up the application almost everyday. I am not exaggerating when I say that they always tell us the application is "for account creation".

March 2: Today, I made my last call with Sha Blanco. She said the account is "for account creation" again. I asked her to describe the process and it really frustrated me when she said the documents that I have sent last January 31 is for attachment at the moment; then after that facility reservation will be generated; then after that, the account will be created. So for the entire month, I feel all of the call center representatives have been lying to me with the status just to get it over and done with my complaint, because in reality, there are still steps needed to be accomplished before the account can be created.

I am super frustrated right now and I cannot believe an issue such as this will stress me out. It's these incidents that make customers like me pray for better companies here in the Philippines because companies like yours can easily ignore requests like mine because you can afford to since you're already big and established. I am just one person relaying this kind of complaint, I can just imagine the kind of treatment other Filipinos are experiencing from your end because of your poor service.

I'm complaining regarding PLDT Collections Agency. I know that I still have a debt with you guys amounting 3, 472.49 under this acct number [protected]. I know and I am aware of this and I am responsible for this. However, I wasnt able to settle this and I can't settle this now because I'm jobless right now. I'm willing to settle my obligations and cooperate with you just to resolve this at hand. But the fact that you're collections agency is harassing me just because of this amount. You know what they did to me. They're sending sms containing legal threat since then. And you know what's worst? they're disclosing details about my debt to my cousin upon trying to contact or look for me. I know it's their job to make me pay for what i owe. But it's not right that they're disclosing such informations to others without my consent aside from the fact that they're subject for rudeness and harassment. This is against human rights. It's PLDT responsibility to protect all the information that belongs to your customer or former customer.

I'm very disappointed about the service I've received coming from the customer service from technical team, product and service and down to repair and other service. My telephone # [protected], I think you full the information from their. The owner of the account is my husband.
Last friday 23Feb around 11am, I call customer customer regarding my concern that I need someone to come to my house yesterday 26Feb after lunch. My concern is : I am putting tiles on my wall and I don't want to touch the PDLT fiber box because I was told that " bawal masagi or galawin ang box because its very sensitive. "My request to take out the box and after I put the tiles, the pdlt box can be put back on top of the tiles." Everything was good last friday and she said the she will open the job order for me. As it came yesterday, no one call me up, so called up. I was pass from one department to another and another, I was irritated because they should check my acct. They keep asking question and ask my concern over and over again, finally, a guy from product and service told me that he will open a job/service order, I even request for specific timing because I'm working from home. I told to him that they come here from 11am and i hope it will be finishe by 1pm as it is my break time. Today, I call up to follow up, I pass again from technical to product and service to repair and back to product and services. And now only he told me that for rerouting I need the authorization letter, my husband ID and letter of request and my id. My husband is overseas, is not easy to provide this information right away. I'm very frustrated on your service and a kind of people in customer service who are lack of knowledge regarding your process and even when they transfer me from one department to another, how can it be the customer keep on repeating the information over and over. I live in overseas for 16 years and our customer service here are sucks. Would you please improve your service because we are paying an expensive telecom service, so I should receive a satisfying service and not a lousy service.
If from the very start when I call up my concern and I was guided properly, I should be wasting time at all. So irritated and disappointed.