Philippine Long Distance Telephone [PLDT]
Reviews and Complaints

DATE: December 13, 2017
TO: The Philippines Long Distance Company (PLDT)
Account Name: Melchor A. Emnace
Account Number: [protected]
Service Number: [protected]
Contact Person: Melchor A. Emnace
Contact Number: [protected]
Email Address: [protected]@gmail.com

Dear Sir/Madam

I am Melchor A. Emnace I have been a loyal costumer of your company, I have time and again received a great service which is one of the main reasons why I give my trust to all employees of this company. I send this complaint letter for letting a transaction of one of your employees to unauthorized person such as my son regarding about the (SmartBro Free Pocket Wifi) for I am not aware about their conversation and I wasn't notified at all.

My regular payment of my bill would be 1300, but to my surprise, on the first week of December I received my monthly bill With other charges a total of 2, 779.91 I am not aware that my son already receive two pocket wifi without letting me know and now in my account tells that I am the one who received the product which is not true, now I am having trouble because this two pocket wifi charges me 499 each and my son didn't even use the product for the whole month. Now the current pre termination fee would be 4500 each, and I can't even make 3000 for a living, I can't afford such money, please kindly help me I will pay the bill but not the pre termination fee.

I want to file a request to terminate this two (SmartBro Free pocket Wifi) as soon as possible for I am having a financial crisis, I don't want to receive another additional charges I got a lot of problems to cope up and this one is the worst, I'll make sure such incident is not repeated (the product is still in shape never been used or opened) I hope you would look into the matter.

Thank you for your attention. Sorry to bring this matter up.

Sincere Regards,
Melchor A. Emnace

I am writing a complaint regarding the Cignal subcription thru PLDT Roku TVolution. My 8yo daughter accidentally click subscribe button today around 2:30pm. Few minutes after that I abruptly called 171 to advise regarding the incident. I spoke to an agent named Anne Royo with ID# EV109766 and was told the subscription can no longer be cancelled and I am now automatically subscribed with 24 locked in period contract. I asked her to cancel it since this is just mistakenly subscribed but she said that what she can only do is to submit a report to initiate an investigation regarding what happened. She said that they will create an investigation and once approved the subscription will be cancelled and I dont need to pay fir pre-termination fee. I asked her if I can speak with a supervisor to escalate the concern but she said there's no available supervisor to take my call. I am writing this complaint and also sending the copy to DTI and NTC for them to also look into this matter. I am hoping for your quick response regarding this issue.

OCTOBER 2017- Present
We are paying for the plan 2899 which is Fibr that should have a ping that must not be greater than 100 ms I think.
and We should have the 100Mbps of data streaming (download and upload) but neither rise up to more than 50Mbps. The Technical Staff that call us complain to us that we only have 20Mbps which vary down to 0Mbps but at that time no one uses the internet yet we only have 20Mbps and varies to 1Mbps. We avail 2899 plan Fibr with 100Mbps in 6 months but we only receive that plan properly in our 1st month... we only started our plan on SEPTEMBER 2017 ... pls resolve this inconvenience. It's really annoying, even midnight that everybody is sleeping still no proper connection.

Hi my name is Noel Mendoza, I'm an Engineer working at Philippine International Convention Center, I just want to report the Broken manhole of Philippine Long Distance Telephone Company at Ocampo Street corner of Maytubig Street Pasay City. I Tried to report this thru your Costumer service 171, but it was the worst costumer service ever, it did not help. I hope you have time to read this report and i wish that you will repair this manhole as soon as possible before it will cause to accident

Good day!
This is Ishani Rani Pal, niece of Mrs. Jennifer G. Batarao, is requesting for an incident report about what happened this morning, I lost my connection around 6:00 in the morning which WIFI is working but I can't open any browser. At around 7:00, I lost my connection totally, the lights in the modem was not on and only the power is steady green, but DSL is blinking. I got my connection back this afternoon at around 5:00 p.m. I am working as a home based tutor and I need the said file so that my slots that have been canceled will be reconsidered. All I need is a report from you proving that I had a problem with my connection today. I am looking forward for your help and kind response. Our account number is
[protected]; telephone number [protected] under the name of Mrs. Jennifer Galo Batarao at #28 Mabini St. Brgy Quirino, Solano Nueva Vizcaya.

Best,
Ishani Rani Pal

The internet service is coming in amd out. If it becomes available it's very slow. I'm uldated with my payment with the plan I chose so I expect to get the kimd of service I am paying for. Your CS Hotline is not helpful at all. It takes forever for someone to answer. I have already reported this and was fixed "momentarily" but now it has become worse.

Worst customer service ever! I've been calling your CS line, sending you emails and wwas able to talk to one of your supervisor to ask for assistance to cancel the plan upgrade I did not authorize but no one can help me! CS rep will put you on hold for 10 minutes until it takes forever as they cannot resolve the issue. I was only about to cancel the upgrade but you forced me to end the entire service! Supervisor cannot do anything about the cancelation and bringing back the old plan that I am paying for! I have made it clear from the beginning that I will not pay you no more if you will not resolve my issue..so please! Do not me anymore billings! I will not pay for it!

Its been a month already. No update from your company. Ive been making follow up several times to your sales rep and office for the activation of my fibr plan. Given conflicting informations..such a poor service..we also heard from friends who had their activation so.fast bec your people asking money from them. Thats not a good representation of your company.

We've been calling your main office for immediate action for fixing our internet connection at home but until now we are still waiting for the agent to respond to our request. This is the phone number that keeps on calling your hotline and keeping us waiting that somebody while take a look into this matter [protected].
Hoping we could get a response into this issue.

Hi, Good day. Since na nagsign up ako ng service nila never kong nakuha yung speed na nakasaad sa contract ko. Ngayon naman ilang araw ng wala akong internet. Naireport ko na ng maraming beses pero wala silang agarang aksyon. I asked for a free mobile data pero di din sila nagprovide. I want to cancel na may account pero I'm locked in a contract. Please I need your help.

Since 2 years, I am subsribing to the pldt land line internet service of pldt. I am paying 2600 php for a 8 mbps connection. At least 2 time a week, there is an interruption of service for hours or even days... When I am connected, the average speed is less than half of what I am paying for... If in a shop, I would pay for one kilo of reis for instance and the clerc would give me 1/2 kg, I would call the police on the scene for that!

Pldt is stealing there customers and no punishment at all...

3 weeks ago, after one of my numerous complaint, two technicians of pldt appeared in my home, while I was out of station. They promised to be back next day, never came.

Pldt is providing a lausy service for a lot of money!

I am the facilities Manager of a small BPO facility needing a 10 mpbs direct leased line.

We applied for pldt I-Gate connection as recommeded by our IT consultant. The agent handling our application was Mr. Kevin Jago-on. We started processing our application around the last week of August 2017 and signed the conforme around the First week of September 2017.

We were promised immediate facilitation of our request as we were considered priority. But October came and still no commencement of installation took place. Only meetings and consultations. after which my boss got fed up told me to have the application cancelled and get the refund for the downpayment we have made worth Php 89, 600.00. We have formally submitted our cancellation and refund request last October 20, 2017 and this was duly received by them.

It has been almost 3 weeks and there is no update on our refund request but only promises for an update by their agents.

can be contacted thru [protected]@precisebposolutions.com

Hi,

i want to file a complaint about the service i have been getting from my pldt home ultera. I have found out that there has been an issue with my service since sept 11. Our connection is intermittent, . I have called twice and talked to couple of supervisor to request to (1. Get my current bill adjusted for this month that will due on nov 10 (2. To just pay the 400 for the tablet and 300 for the modem until my next bill gets ajdusted which is on dec 10 and make sure that the service will not be suspended (even though it's not working properly anyways)

i would not discuss this any further as you can review the calls i have made.

Service ref number - [protected]
account number - [protected]
name - jervic miranda

i have talked to jerome culan a supervisor and insisted the he could not do what i demand. I deserve to demand because i wish not to pay for the service i am not getting. This is a total scam from my part as i have beenb payingy ou guys and not getting the full service i deserved. I felt like you are taking money for me and not provide the full service i should get.

I need someone to call me today after 3pm! [protected].

can you pls fix our wifi, because this wifi of ours is so damn slow! DOWNLOAD:0.26 MBPS(it was suppose to be 5-10 mbps) UPLOAD:0.10mbps(must be more than that)l.

So pls fix this
I thought you had the best wifi. if its allowed plss make it 20 mbps so that it will be more faster and no loading.

TTTTTTTHHHHHHHHHHHHHHHHAAAAAAAAAAANNNNNKKKKKSSSSSSS!
!

July 03 2017// [protected] // Aiyelle Olarve Bayabay

Called last 3rd of July to transfer telephone lines as we are changing homes. Been given a lot of misinformation by your agents, even talked to a manager named Cesar, still the lines weren't connected. We were told that there are no Fibr we accepted that we have to downgrade to DSL now despite paying the same price. We were promised that they were going to looked into it, even lying about how they were going to personally handle this case. However, we are already planning to transfer houses again, due to DSL connection, the internet wasn't connected still. We had overpayment for 700 pesos, so they couldn't complain about us having bills.

All I want you guys to do is, connect it. You can pull out the calls connected to this phone number and you will see the records. How many times we called, how many agent of yours lied to us. You should probably monitor the call backs you Customer service has, cause PLDT is the only company I dealt that has a horrible Customer Service over the counter or on the phone. Your over the counter employees weren't even remotely nice, or offering information. We were once even told by a friend that in order for his business to be attended to he has to give 500 pesos as a tip.

If you're not gonna connect it, then disconnect the line, but waived the cancellation fee, for I don't even plan to disconnect the line but you guys are giving us no choice. I don't want to pay any fee for it is not my fault. Your agents asked me for ID, I gave one. You asked for payment, I paid. You asked to wait for 24-48 hours, I waited for 4 months. So no, I'm not gonna pay a nary thing.

I cannot take any more lies from your agents. Or a horrible service from them either.

I applied for transfer of service from Km4. La trinidad, Benguet to Pico, L a Trinidad, Benguet(1 kilometer away) last September 19, 2017. They told me it would take almost 2 weeks for the survey and the processing itself.Until now November 2, 2017 no action had been made.I had been going for follow-ups in their office but still no transfer had been made.

August 2017
Act. Name: Ok Dok Alternative Medicine Specialist Act. #: [protected]
We apply at PLDT Agent named Daniel last August 2017 for Business Plan 1888. We already made the payment but until now PLDT is not installing until now.
We would like to cancel and request for return but our fear is that it might take years again to refund. So there's nothing we can do but to wait, but pls. don't let us wait forever like you don't vale your client. Your billing department are very fast in reminding, or sending or making your billing but your service is not good.
Client Name: Randy Villarez
Contact no. [protected]

My internet line got worse
Ticket number [protected], [protected] waited for 2 months to improve my internet connection then a day after Signal is loss. New ticket was files [protected] then same status as before for dispatch. Call center mentioned that novalichea area has contractor transition hence the delay. Come on.. thats your problem and should have been anticipated. Its holiday i need internet, very very very poor sevice!

Internet Connection is still not yet fix still having the bandwidth less on my subscription. Already raise 2 ticket one is ([protected], [protected]).
[protected] - Ticket is created on Oct 14 close by your technician (Raymond Ferer) and even confirmed that he spoke to my father even if my father is currently not residing at home.
[protected](Oct 24)- status for tech visit but still no technician is still being sent and even your CSR can't give the definite time for the visit

Already called a number of times to your CSR and even came to your Sm Annex Office and they just keep repeating that issue is already escalated but still no decent fix been given for over 2 weeks

Resolution:
Want immediate Action on my Internet since it is either I am not having the correct bandwidth or my internet connection is none

Want also to escalate your technician as this is not the first time that they are closing our ticket and stating that they had already spoke with specific people. On my last incident either last year or 1st quarter this year they even did the same where they had given a name which acknowledge that internet is already fix and the name they had given does not even exist on our home.

Lastly hope that your technician would schedule their visit as based on client availability and they should come on that time since we are also working individuals we are either having our time cut just to accommodate the date which they had given .

Contact -[protected] -Carlo Benafin (Son of the Owner)

I've been with pldt for more than 5 years with the worst internet service, but I have no choice - not until a new provider comes in with better service, and I am paying 40% less for the same bundle that I am getting from pldt! Sales calls from pldt sales reps are a total scam! They will lure the subscribers to get telpad at no extra cost, and in the end, they would charge you php 12, 000 for it! Is this hoe this scalawags makes money?!