Philippine Long Distance Telephone [PLDT]
Reviews and Complaints

Mahigit isang taon na kaming gumagamit ng PLDT Fiber Plan dito sa bahay, naka upgrade na rin sa 1899 recently lang. Nakatanggap ako ng text nitong April patungkol sa ako raw ay may utang sa PLDT Ultera, tumawag ako sa 171 para ikumpirma ko ito, alam ko sa sarili ko na inayos ko ang pag close ng Ultera last year May 2, 2016 nagbayad ako ng last payment ko sa ultera at pina disconnect ko na dahil sa kami ay kinabitan ng PLDT Fiber plan April 25, 2016, sabi samin na ito raw ay migrated kaya wala na kaming babayaran pagdisconnect nito. Di ko lang maintindihan, nagawa ba ng maayos ng Customer Service ng Antipolo Branch ang pag close ng Ultera ko nung May 2016? Ngayon sinasabi na ako raw ay may utang pa sa Ultera na ito. Nagpunta ako ng December 2016 sa PLDT Antipolo para mag complaint na bakit ako ay nakatanggap ng bill patungkol sa Ultera, pinagawa ako ng letter of complaint ni Miss Theresa Basas at ang sinabi niya saken ay OKAY na raw ito at ipa follow up na lang sa 171 ang approval ng ginawa nyang disputes. Akala ko okay na ang lahat dahil sa sinabi niya saken. Pero dahil sa natanggap kong SMS netong April 25 at pangalawa SMS ay May 10, na pagbabanta ng Sillano Law Office, tawag ako ng tawag sa 171 para mag complaints. Napakahirap kumausap sa 171, Nandun nakausap ko ang isang Supervisor named Apple, na ginawa naman nya ang lahat para ako ay tulungan pagtanggal ng utang ko sa Ultera. Nagpunta ako nung May 2, 2016 sa PLDT Antipolo advised saken sa 171 para ma accomodate ung aking complaints ng mas mabilis, nakausap ko si Diane Anievas, ang sabi wala si Miss Basas naka VL, gumawa si Ms Diane ng mga reference patungkol sa unpaid payments and sa SMS na natanggap ko. Magfollow up daw ako sa 171 ulit, pati ung sa email daw ni Miss Basas, alam nyo wala pa ring nangyari dahil mali daw ung ginawa sa Branch sabi ni 171, sobrang inconvenience na neto, bumalik ako kay Supervisor Apple, matagal din niya ako binalikan dahil daw siya ay may personal problem, sabi nya good news daw dahil tinanggal na raw ung termination fee and ung sms ng Lawyer nila, pero may DEVICE FEE pa raw na di pa natatanggal, she advised me to patiently waiting daw dahil matagal daw pag sila mag asikaso. Sinasabi nya ang Branch lang daw ang makakatulong sakin ng mabilis patungkol sa pinapa clear kung account. We decided to go to Antipolo Cainta and we give the ref na binigay ni Ms Apple last June 19, 2017, nakausap ko si Joeanna Balbuena, she give me reference [protected] for disputes of device fee. The next day June 20 I received sms na di raw approved ung pipapa clear ko and they want me to call hotline again... I call hotline I spoke to Jack ng customer service, di raw na approved kasi daw within a contract daw ako... OMG, nakakabaliw na kayo... Ngayon I forward this letter to NTC to let you know, kung gaano nyo pinapahirapan ang mga customers nyo na mahirapan I resolved ang ganitong problema... Anyway the DEVICE FEE na sinasabi nilang babayaran ko ay kinuha lang nila netong Feb-March sa di ko rin alam kung bakit ang tagal nilang kinuha, gayong kami ay gumagamit na ng PLDT FIBER since APRIL 25, 2017... Pinapabayaran ung DEVICE FEE 4086.00 pesos dahil within in contract pa raw ako. I'm very upset and sad for this.

Its been more than a month since I was advised that my service will be installed. I was provided an account number under my name Jennalyn Hernandez 89 R valenzuela St. Marulas valenzuela City. I already forgot the account number that was provided all I remember is it starts with 2. This is VERY UNACCEPTABLE to be promised that the technician from Malate Robinson where I applied will be contacted and they will call me within 24 hours or so or maybe forever. Do something about it please . this is so rude that I dint even receive an update from PLDT. Kindly call me [protected]

- june and july statement of accounts show I made international texts to the uk no. [protected].
- account no. [protected] under my husband's name, roberto ramirez javier. I am his wife, maria angelita sales javier.
- I did not make any text to said no.
- I will pay the p600 monthly because I use my postpaid sim for calls made in metro manila only

Pldt, can you please fixed your crappy services! We've been a subscriber for who knows when! My mother was an employee of pldt before internet was a big thing and back then their services are freaking fine! That was before mvp was the owner of pldt! And now it's freaking slow, intermittent. We're paying thousands of pesos monthly for a crappy services don't you think that's unfair to us your subscriber? While here you are basking in our money! Also your support! I've fallen asleep thousand of times waiting for someone to pick up the darn phone! You keep on introducing new products, new services! Why can't you fixed your internet first! Darn it. Our country has the slowest internet connection and the most expensive payment! Seriously! Gaaaahhh thinking of all this makes me flipped and kick your assess!
We're subscribed to a high bandwidth and you're giving as not even 1/3 of it?!

I got my internet with landline phone last week of May 2017 with PLDT so I can have my home based job started. I noticed that our internet is not stable, Someone from PLDT called to ask how was the services so far, I told him that the internet is intermittent, then he said monitor it for a week but he said he will make a report about it though. After a week it's still the same, so I decided to call the customer service instead, however, our landline has no dial tone and cannot make a call. Then I decided to find a landline to call customer service and talked to a representative, said, the technician will check it and wait for it, but no one showed up. called again, same thing happened, no one showed up. Then I got a notification that I will be paying for more than 2K for the service we cant even use. I wanted to cut this service off but then I have to pay for 3 months dues. I never expected that this provider is unbelievable.

Applied for transfer of line and DSL last May 24, 2017. Reference Job Order# [protected]. Request was filed at PLDT business center Marcos Highway.
As of June 21, there is still no update as to when will they transfer my line. Everytime you called up the customer service all they will answer is the request has been forwarded to the installer and just I have to wait for their call for the schedule of transfer. I have been calling the customer service twice a day and also visited their business center and still nothing happens. Their usual reply is that it is already with the installer. Worst service i had in my entire life.

Dear PLDT,

Your PLDT fibr ads has been all everywhere, pero wla nman kayong ginawang action, puro lang kayo false advertisement.

I am a PLDT subscriber since 2011, and my experience from there service is very poor. I am a web developer, and internet connection is one of my tools on doing my job. Its really frustrating dahil almost every 3-4 months nagkaka issue yong internet ko. Just when you needed it the most, yon pa yong time na nag trou trouble yong line nila.

I was planning to upgrade to PLDT Fibr 1899 bcoz of their promise 20mbps unlimited internet speed, their ads about the new product is all over the place. What upset me the most is, i apply it multiple times online, walang update. I went to pldt office, tpos sabi nila hindi pa daw Fibr ready yong area namin.

Last April 2017, I notice meron PLDT lineman na nag ka kabit nag Fibr sa area namin, so I and comfirm about it, and ang sabi nong lineman na the area is already Fibr ready. I went to PLDT Office to apply for upgrade, since i am a PLDT subscriber since 2011.

They said they will upgrade my line, it will be done through migration. I submit all the requirements needed, tpos may tumawag sa aking after 3 days na na approve daw yong application ko. Tpos expected withint 5-7 days may pupuntang technician mag kakabit ng line. Tpos ginawang na nila ng Ticket/Job Order.

That was way back April 2017. I was waiting patiently, until 3 weeks pass, wlang nangyari, wlang tumawag ug nag verify ng status, even though ang sabi nila expected 5-7 days. I went back to PLDT office to ask for an update. What they told me is, meron issue daw yong pagka create nag Ticket, kaya daw hindi na forward sa technical Team nila. 3 weeks was wasted bcoz of their STUPID service.

I was really mad and told them that they need to get their act together, ang galing nilang mag advertise tpos wla nman silang gagawing action. They were very sory about it, tpos sabit nila gagawan nila nag paraan, tska e momonitor nila yong status nang application ko.

I was waiting patiently hangang sa dumaan ang dalawang buwan. I went back to PLDT office, I ask for updates regarding sa request ko. They check my account, and my ticket was still pending (for 2 months as its already June 2017).

Out of the blue, they said that wala na daw available Fibr Line sa area namin, from what i understand is, kakabit lang nila ng line last April 2017, and that same day i submitted my application to upgrade my line.

It was really frustrating, waiting for nothing. Pinaasa lang ako sa wala, yong customer service nila is the worst customer service ever. Parang wala silang knowledge sa product nila.

If ever ma available na yong SkyCable Broadband didto sa area namin (Plan 2, 199 up to 16mbps + Cable TV), hindi ako mag dadalawang isip lumipat sa ibang service provider.

PLDT IS THE WORST COMPANY EVER!

GET YOUR [censor] TOGETHER.

Nag bago kayo nag LOGO pero yong service nyo walang pinag bago.

One of your scammer sales agent called us and gave a very misleading information that made my mother - 64 non-techy senior citizen- believed that we are going to have a faster speed with no charges at all. That bonzo asked first how was our internet and when my mom answered honestly how terrible the service is he made a very vague explanatkion and assured her that "No theres no extra charge" Not soon enough a tech came with telpad, and son on and so forth.This is an example of abuse of consumer rights. We have tried communicating with your customer care but have not received any answers at all. Only "its on investigation" process. Come this next biling cycle and

Hi,

My name is Katrina and I am wring to complain this company. Below are the details.
05/24/2017
Reported low bandwidth and intermittent connection pldt ref number [protected]
05/26/2017
I called and still not fixed having intermittent connection. Opening sites with There is no Internet connection error. Tech came and told me that a work order was made to replace my line to fix the issue
I called 06/15/2017 because I was so frustrated that I can't do my tasks because of this internet issues. They said ticket was closed but was not solved they closed the ticket without asking me if its ok dati meron naman notification sa phone. Tech came and told me that a work order was made to replace my line to fix the issue and I was waiting till then instead they closed the ticket. Ang sabi ng customer rep kanina Network engineer ang nagclose. Well hindi nasolve and issue ko since nireport ko. Intermitent ang connection ko, low bandwith, Ping is up to 637MS and sometimes site can not be reach. Closing the ticket without fixing the issue is totally not acceptable. Take note this Issue that I have was since 05/24/2017 kababayad ko lang noon ng P3100 and now mag 21st na ng JUne bagong bill nanaman. Hindi na to fair. I deserve the right service from what I am paying.

I lost my first job because of your service, now that I found a new one please don't do this to me again. I have a family to feed.

We lost internet connection last saturday, june 10, because a rat had chewed up the cord to our modem. We didn't have a phone dial tone nor did we have internet. We called last saturday and they said they would come to fix things.

It is now wednesday, and we have been calling everyday!

Nobody has come to fix anything. Nothing at all. It's wednesday and they told us a while ago yet again that they would be coming over to fix things. They're just speaking rubbish now! It's 6pm and no one is here to fix anything!

What kind of service are these people offering? Shame on them!

I am having been enduring intermittent to a totally poor internet connection for quite for a long while, that's why I hereby request for termination/disconnection of the said services effective tday as it no longer serves our needs.

At first, it was okay, we can connect with no latency more than 10 gadgets (CP/tab/iPad) but after that, the problem started. Under my account, I have numerous calls/messenger pm's and emails wth regard to your connection. Tickets were created and informing me it has already been resolved where in fact it was not! There was only one time a technician came in to check the connection but it was not even resolved.

You PLDT, even emailed me and called me about Add-ons and loyalty rewards which I grabbed since I thought you will fix my connection. I even canceled on your online my Loyalty rewards the same day it was offered and even got a confirmation that it was canceled but you did not cancel it! It was mentioned along with the tickets that it was resolved but it did not happen. It's getting worst!

I am truly sick and tired of paying my monthly dues on time. Honestly, I am wasting my money for not getting what I have paid for my hard earned money every month and will no longer need the service.

I have sent you screenshots (via messenger and email) of my Speedtest showing that the connection doesn't even reach 1 Mbps.

Ticket numbers :

[protected] 2.16.17
[protected] 2.22.17
[protected] 4.27.17
[protected] 5.01.17
[protected] 5.04.17
[protected] 5.15.17
[protected] 5.25.17
[protected] 5.27.17
[protected] 6.5.17

I was informed that my bill adjustment was forwarded last May 5th and the process and approval will take 1 to 2 billing period. Up to now, no adjustment.

Your CSR even told me "we are willing to grant a rebate from the corresponding number of days that you did not have the service based on the records of our Repair Service Group. This means that the basis of the rebate will be from the date that the trouble was reported until the date that the repair was completed. Please be advised that rebate request is subject for verification and approval. You may request a rebate once your service has been restored."

Where's the LOGIC of my rebate request? So meaning, I still have to pay my monthly dues even if it's not FIXED?

I do not want to continue with PLDT's service and I will not be paying my dues and other fees. It's just so stupid continuing with your service. I want this line cut!

May 21, 2017 to Present:

I called on May 21, 2017 to report that the internet service provided is intermittent and was provided a ticket number as acknowledgment of the report and was instructed to wait for updates while they follow protocols to line test the said Line. On May 22, 2017, i followed up the call and found that the problem was not server side and might be found in the local linings and such and was to be assigned a technician for repairs. On May 25 or 26, the landline became static and filed another report. As of May 30, 2017, the internet services has completely ceased to start until present. It took them 3 to 4 days for assignment of technician and I have only been updated of the status once since the problem started. From then on, a technician was supposedly to come by and visit to check the line but was never present to do such task up to present. I tried calling 172 to patch me to the local dispatcher to no avail, i tracked the dispatching team assigned to the area and tried to make contact. The head of the said team referred me to call their office and was again deferred. The problem has been going on for 2 weeks and has yet no word nor presence of any help.

Our Homebro Ultera was suggested by an operator to be updraded to Pldt my dsl saying that after the migration they will pull out the Ultera. But until now the ultera is still active and when I called again I was just told that we were the ones supposed to "process for the termination" which was never advised to me when they promoted the migration to pldt mydsl. Well can you imagine my dismay and anger when we were charged double because of their false advertising. Such a shameful service provider. ! BOOOO!

I am really furious with pldt right now. I've had a lot of inconvenience received from pldt. I have a lot of concerns which is still on-going and nobody from their customer service helped me or even gave me a resolution to what my concern is. I've been calling and calling their customer service dept each time and every day just to ask some help about my issue but i got nothing but inconvenience. I tried to keep myself calm and tried to talk to them nicely however, they're pushing me to my limits and i've lost all my patience with them. This is the worst experience i've ever had in my entire life. And if i only had a chance to switch to the other provider, i'll definitely do it, however there's no available service on my area except for pldt. It's bizzare and completely ridiculous! i wished that this company gets punished by the government somehow. This is very alarming. I felt that most of the employees there wasn't working well. I hate pldt so much.

I would like to file a complaint on PLDT services with regards to the repair of our telephone number. Its been 2 weeks already going to 3 weeks since our line has been experiencing a problem either a static or no dial tone. I have filed a lot of complains already, and issue remains unresolved despite the repair. I even called at hotline several items a day on a daily basis.

My first report was last May 16. Due to this problem encountered at our landline, our dsl connected to it also experiences a problem with intermittent signal and often disconnects automatically.

Now I would like to insist that this would be resolved by tomorrow. According to a technician sent by PLDT to our office yesterday May 31 and to the other technicians who have visited our office, problem is at the post line of PLDT. They said that a cable is either broken or grounded.

I am expecting a line man technician to be dispatched at our facility tomorrow morning since this problem is unresolved for a long time. I am hoping that this concern would be resolved immediately since it really has caused a great hassle and interference on our business sales and services.

Nung last last week pa MABAGAL ang wifi! JUSKO! Hanggang 500 kbps na lang yung speed! Second month na namin nito at kakakabit lang namin nito nung April. Akala naman namin na matino kayo. Sana ayusin niyo na 'to dahil marami rin ang naaabala dahil kailangan namin ng wifi sa work at pagka-usap sa ibang bansa. Nakailang tawag na rin kami. Wala pa rin. Ayusin niyo na 'to PLDT. At baka hindi na namin matiis at lumipat na kami sa ibang network!

Almost 4 days ng putol putol connection ng wifi, tiniis ko! This day pati phone at wifi di na rin mapakinabangan nawala na lahat!. 4 times akong tumawag Una, before lunch sabe maglalunch lang daw bago idispatch technician. Pangalawa, after lunch tumawag ako ulet mga 2pm sabe magbigay ako ng availability ko sabe ko until 4pm lang sana dumating na kasi maghihintay ako. Pangatlo, Mga 5:30pm nag follow up ako ulet kasi wala pang dumarating ni call or text wala. Pagka tawag ko may report na daw ung technician na nacoordinate na niya ko which is wala as in walang technician na pumunta, nagtext o nag call sakin. Sabe ng agent na nakausap ko the following day may pupunta na. Pangapat, tumawag ako ulet para iconfirm ung oras ng dating ng technician the following day. PLDT paki inspect mga contractor technician niyo. Please make sure din na totoong na ayos na ang case bago nyo iclose ang report.

(PLDT Complaint)

My wife and I went to PLDT Angeles Branch on May 1st (Luckily they were open even during the holiday), we applied for 20 MBPS Fibr Plan + Cable. We just recently moved to a new apartment and knowing PLDT (before this incident) we decided to switch to more reliable internet provider. Surprisingly, we are very pleased that the installation schemes available are bundled with great payment plans- the PLDT rep even offered a FREE Installation. Based on experience and knowing by heart that FREE + Excellent Service are both impossible to achieve here in our country, we decided to get the regular payment scheme for installation. Before we left the office, we even told the rep that the previous tenant of our apartment has an existing Fibr Subscription and has a pending transfer request and we ask, if it is possible to have our connection installed together with previous tenant's transfer request. The rep answered and informed us that should be the case as the previous tenant moved into his new place that is located just beside our compound. The Timeline provided was within 1 week knowing that Fibr connection is already available in the area. But after a few minutes, she added the latest will be 2 weeks but she will expedite the request. (Wow!)

My wife and I are both working as home-based employees, we definitely need a reliable and stable internet connection for our livelihood. A few days after visiting PLDT's office we received a phone call from the same rep who assisted us. She is persuading us to avail of the FREE installation sounding like she is doing us a very big favor. As we just recently moved to our new place and the cash outflow we've been through, PLDT's offer is definitely irresistible.

Since we do not have a connection yet, we made an arrangement with a friend to work in his place for 1 week and my wife and I need to bring our two kids. We work in a small room (bachelor's pad type) and bear the limited space and inconvenience of our kids when sleeping.

THE START OF OUR NIGHTMARE

On May 13th, a PLDT truck stopped by near our residence and started installing our neighbour's internet connection (our apartment's previous tenant). Out of courtesy and while waiting for our turn, the previous tenant endorsed me to the technician/installer as he knows I also have a pending request. The technician/installer told me "Sir wala po kaming Job Order para sa inyo". I contacted PLDT's customer service line 171 and was informed that my account was created on May 10th and installation should be completed within 6 days after the account has been created. The rep also promised me that he will give an update within the day but never heard back from him. He even offered me to rate a survey, and I told the rep it will be very unpleasant of me to conduct a survey as I am upset.

Called again PLDT customer service on May 15th to follow up and was informed that the PLDT Checking Team has inspected the place and installation should be completed soon. I started to sound very upset as no clear answer was provided but was informed that a request has been sent to the Angeles Branch and I will be updated. This time, I rated the call gave the rep a 9 star as a courtesy but gave PLDT 0 star. The next day, a service recovery rep called me and I thought she is going to help me with my issue but it seems that she is more concerned of the internal process pertaining to the survey to clean up for the mess.

On May 17th, no update has been provided so we decided to record all employee information obtained from the calls we made. At this point, I am already sick due to the stress of waiting and misleading information from PLDT. So my wife decided to call on my behalf and she talk to rep named Tina who disconnected her call. Again, my wife called searching for a resolution on this issue and she talked to customer service supervisor Mark with employee ID (17881) who also disconnected the call. As I saw the frustration on my wife's face, I decided to call instead and talked to Brina (employee ID 5431) who seems to understand the issue and pretended to help but also ended up disconnecting the call. During these incidents no call back attempt/s was made by any rep as a courtesy. Hoping that you will review the call logs on these incidents.

On May 18th, I decided to visit the Angeles Branch and talk to a customer service rep and he let me talked to the overall technician in charge in our area (Ted or Herbert if I was not mistaken) and I was advised as per verbatim "Sir pumunta po kame kahapon nakasara po yung gate? Pero baka mali po yung pinuntahan nila so bukas po babalik sila after lunch na po sir sigurado po yun. Knowing this, I explained that we have 3 tenants in our compound and there is no way we can missed them and they should also call as we have provided several contact numbers. Still I was persuaded to believe that the installation will be completed so I left their office with smile on my face.

On May 19th at 3 pm, my wife and I were both worried as we still haven't received any confirmation about the installation team coming nor noticed anyone knocking on our gate. So I again visited the Angeles Branch and talked to branch supervisor (to my surprise she is the same person who assisted me on May 1st with sweet and misleading information). She then called the overall technician in-charge in the area and advised me that the area no longer has a slot so I may have to wait for a feedback until Sunday. At this point, I wanted to shout and yell at her due this mess and inconvenience but I decided to maintain my composure and asked her within 18 days and with all the follow up I've been through the ultimate resolution you will offer me is a feedback for an available slot? Isn't this should be identified on the date that the inquiry has been made or to be more specific on May 1st? Or probably a week after that but not 18 days?

This process is definitely a joke and should be brought up to PLDT's higher management. With these procedures regardless of how effective your marketing strategies, promotions, and pricing you will definitely end up losing all of majority of your customers. I hope you appreciate the overview of your sales funnel process that I presented. How much more if this is involving customer retention or maintenance?

If you guys are experiencing low sales or lead conversion this is probably the reason.

Account Number: [protected]

To anyone who have a recommendation for any governing body where this issue can be reported please reply to this post. Thanks

From May 02, 2017 up to now our internet comnection is not normal.it was down for a week and when it was resumed, its always go up and down connection..even when it goes up, can hardly check on the speedtest as it cant connect due to very slow connection.pls. fix this immediately! This is commercial line at a residential.our business is going down!

5mbps po yung inaapply namin sa pldt and wala pang 1mbps ang speed ng net namin ngayon. mula pa ng april. and ilan beses na kaming tumawag at nag chat sa pldt. laging sinasabi na aayusin nila ang internet connection namin within 24 - 48hrs. pero ilang week na wala parin. nakapag bayad na kami ng bill namin. pero ganun parin ang speed namin. Super slow talaga.