Philippine Long Distance Telephone [PLDT]
Reviews and Complaints

I have been waiting for your team to work on internet upgrade and its way beyond the timeframe yet no one treated my request with urgency. Your customer service has always been so poor since I had this plan, which is so frustrating. My work is jeopardized because of the delay. What seems to be the problem? You said 2-3BD processing for the upgrade requesr yet its almost 2 weeks now. Do something about it if you want to keep your customers!

Its been 11 days now when we applied for new connection to have internet on our end. This is ###! I always calling your number to have this fix! I spoke to different people. 22 agents and 1 supervisor. I have all the info of those people. Evrytime im talking with i always experienced to stay on the line for 1 to 2 hrs. Thats exasperating! Until now. No feedback at all. No calls or emails. ###. I need it for business purposes.

The name of the account holder is my mom. Marian capisonda manuel ref no. [protected] hope this will be fixed

Heres my no. [protected]

I want to complaint about the service that internet service. I've been trying to call since december about the the issue of the internet that keeps on dropping out. Never been resolve. I'm sick and tired on calling your cust. service. Nothing has been fixed. I've tried to get compensation. 200php off is not enough. # in question [protected]. Waiting for your fast response. Unlike your slow service!

Primary contact - John Daryl Malabanan ([protected])

To: PLDT Head of Customer Care Dept,

I seriously cannot fathom how many times we have been ignored for the simple application we have requested from your company.

And for the nth time, we are sending our nth email, along with series of phone calls and FB msging and God know's how long we have been patiently waiting for a resolution to be given but none has come our way til this very moment,

We have not been an official customer of PLDT yet we are already experiencing TERRIBLE CUSTOMER SERVICE. And to give you a heads up, here are all the reasons why,

Acc Number: [protected]

Jan 28 - Our online application was submitted and after a week calling your hotline we found out that what was submitted online on Jan21 was not even received from your end,

Jan30 - Series of email sent and your applyonline.com.ph email address is invalid email so all requirements submitted to an officer is not being received, Called your hotline to follow up and took a week for an account number to be created to come up with SO for an installation.

Feb6 - Received a call from your department to verify my location and how to get here. I was told an installation will be done within 48 hours, I expected and waited for someone to come anytime that week,

Feb9 - I called your hotline to ask when will the installation be and said it will be that week.

Feb10 - Called again and II was told by another agent it will take 6 days? How inconsistent this can be?

Feb14 - At its worstI called and promised not be held for a minute just to wait forn 15 minutes long when am using a cellphone?

Called again and asked last agent to give me a Manager Call Back just because our SO or installation was cancelled without prior notice because our location is non fiber ready? What the hell!

Guess what? Up til day, none of your call center managers bothered to call back? Do you have anyone for that matter? It sucks to get this crap of service coming from the same industry, I worked for CS 15 years of my life and I have never experienced doing this to any of my customers. Your CS Department is terrible, poor and incompetent, Its a shame to even have that word "CARE on you email address when that is not even the vision your employees embody.

Its been going for a month now, no help, no calls, no updates, nada! And am seriously going out my way to your main office to complaint one of these days, because any customers do not deserve this kind of treatment. Totally unacceptable!

We do whatever it takes to complain all these people who have handled our enquiry and never helped.

Patricia Cabanatan - CS Email
Marinela Ramos - Web Sales
Mon Avelino - CS Call Center - Asked agent to expedite creating Acc number after waiting for 2 wks. NO SO was done. Asked agent to call back and fup but no calls received
2/14 - Amy 520PM - On mute & waited for 15mins when promised 1min only. Dropped her Call & didnt call me back.
2/14 - Rassel - 535PM - Agent informed SO from last week was cancelled because ni fiber facility in the area. Ask agent for a manager call back within today. But No one Did! Perfect!

this feedback should be taken seriously because it badly shows what kind of employees are working for you and if they even deserve to be part of that customer care team coz obviously with whats happening now none of them bothered to show care.

This complaint focuses on limited internet connectivity from the service provider PLDT over an extended period of time and their "take it or leave it" attitude to customer service.
An analysis of the network status fault indicates a problem with the PLDT side i.e. there is no fault at my location.
The PLDT technician has visited twice and at his request we installed a new line connection, plus a spare line, as expected the fault was not rectified, the internet continued to work intermittently.
I have called customer service many times finally it was admitted that the fault was from the PLDT side and that they were "migrating data" in order to rectify the problem and that they had known that the fault existed prior to 9/2/17 which was several days before their technician visited us for the first time.
I had asked to speak with a supervisor, but was just kept hanging on the phone and then cut off.
I need to know why PLDT has such poor liaison between the customer service and technical staff? Why is it not possible to speak with a supervisor or anyone else in authority? Why does the company continue to take money for a less than adequate service and takes no action to reimburse the customer without being pressed to do so? Why does one have the impression that one is looked upon as some sort of technical imbecile only fit to be milked for money?
What is up with these people, have they no pride in themselves or the company they represent and is this attitude some sort of national sickness?
Anyway, no-one is perfect, but since there is nothing faulty about the money a customer pays one should reasonably expect to enjoy the expected service.
I have no complaint about any of the customer service representatives who are always polite, but seem to be trained to hit the ball into the "long grass."
Finally, the survey that one is requested to complete after each call only asks two questions and is therefore not fit for purpose; lets have a proper searching survey which someone actually takes notice of coupled with a service provider who actually provides reliable service and are not just nicely mollifying customers, but are doing the job they are being paid to do.

DATE: Feb. 11, 2017
TEL. NO: 434-1889

It has been almost two weeks since we are experiencing internet speed issues. We are paying 1299 a month for a 3mbps speed and you guys don't deliver the said speed. It is really annoying and getting into our nerves.

I did check the speed using speedtest.net and it gave me a result of 0.88 mbps of download speed(what the hell!). Who would not get angry with that? I already called the service center and it just asked me to do some speed test, they did not even bother fixing the issue immediately. Hope you guys give us a service out of our money's worth. We pay right you serve us right.

kailan ba maaayos yung default gateway ko yung sa kaibigan ko gumagana naman gateway sakanya pero saakin putang ina ayaw ano ba yan nagkakaron ako tuloy 170 ping sa laro ko bwiset palaging patay ako sa laro ko nagbabayad naman kami ng tama pero ayaw parin maayos problema namin 170 ping ang ganda naman ng ping ko wow pls sabihin niyo nalang saakin kung pano ayusin tong gateway para maka port forward narin ako at magkaron ng mga below 150 ping

Tangina! Sobra naman yang PLDT na yan. Last year pa tong issue ko na to pero may nareceive akong text ngayon. Its about the telpad, sabi nung tumawag non na customer service ata nila. That I will receive a tablet for free. They didn't tell that its a telpad so I just grab it. And later on, the bill of our internet connection, increases. To the point that we can't afford to pay it. Tapos ngayon kelan ko daw 25k. Dafuq! Sa tingin nio san kami kukuha ng ganung kalaking pera? Kunin nio na lang telpad nio dito. Tas ngayon kakasuhan nio pa ko. Pagsabihan nio yung mga agent nio na tumatawag sa bawat client nio, mali mali yung mga sinasabi sa mga offer nio.

Grabe service nyo, paulit ulit na lang yng complaint sa service, tapos ganito pa attitude ng customer service nyo. Pumunta ko ng pldt paco branch kasi tita kung senior laging na lang complaint sa pldt dahil phone nya on and off ang service. Sabe within 48 hrs intay nmn ang matanda, sabe ko senior nakatira dun mag isa at napaka importante ang phone. Tapos na 48 hrs, nganga ang tita ko ala dumating. Pinuntahan ko yng pldt office. Sabe ni customer care rep I e-mail daw nya, sabe ko di ba within 48 hrs, what nangyare? (Take note sarkastiko na sya sumagot umpisa pa lang) late n daw kasi ako nag follow up ala na daw matatawagan at gagawa dahil 5pm n. Sabe ko senior yng nakatira dun at mag isa, napaka important ng phone sa matanda. Ano daw magagawa e late na ako follow up at tsaka naipasa na daw sa contractor yng request, di daw niya alam kng ano na. What?! Di na nga nag apologize sa palpak na commitment, kasalanan ko pa dahil late ang follow up at ala sya pakielam dahil nasa contractor na. Dapat monitor nila complaint kng na execute na what na status, kung di ma meet ang pangako mag effort mag call out sa customer para ma update yng tao. Nagbabayad ng maayos tapos ganyan ang serbisyo. Tsaka yng agent dyan sa paco branch, training ka pa. Alalahanin mo sumusweldo ka dahil sa customer. Pakitunguhan mo ng maayos, kng ayaw mo ng trabaho mo umalis ka dyan maraming pwedeng pumalit sa iyo. Na ninino ka eh, wag ganun. Sa pldt company sana nmn may nagche check ng status ng complaint kng na execute as promised sa customer kng di nyo ma meet eh di tawagan nyo si customer at ipaliwanag. Di yng parang kasalanan pa ni customer na late magfollow up. Ano ba nmn ang pakielam ng customer sa contractor nyo, basta si customer alam lang pldt. Kayo makipag deal sa contractor nyo kng ayos yng commitment na sinabi nyo kay customer. Hindi yung sasabihing basta nasa contractor na. Nakakairita lang ang sagutan.

Hi!

This is for a corporate account. Please have someone to reach us to discuss further. Specifically a person in higher position that our account handler, Glenda Limjap.

Thank you! You may contact me at [protected]/ [protected]

Jessy Seguerra

PS. The message prompt before sending the complain, informing that the message may not be resolved due to the length of the message is BS. A complaint is a complaint even if its a one liner or sentence only. And you guys need to attend to it.

Sobra na ang pikon ko sa PLDT! Im trying to be calm and to talk to all the agents professionally. Imagine for one week na tumatawag ako sa pldt n araw araw dahil sa request ko na rerouting and everyday umaasa ako na nauupdate ung request ko. Pero wala, wla ni isa sa kanila gumawa ng request ko, hihingin lahat ng info at details about sayo at concerns na akala mo noted lahat ng cnsb mo pero wala. Wala sa inyo lahat ng agent n sumagot sa akin ang gumawa ng action. Ano silbi ng customer care nyo! Ang ending pumunta nalang ako sa pldt office!yan ang masasabi nyo after 1 week na gunugugol ko na oras pagtawag diyan?! Worst! Salamat. Nagpapakatao ako sa inyo pero kayo wala sa ayos kausap!
Marmi ako nakausap sa inyo, may, jen, kevin, marcus, at marmi pa. Ni isa sa inyo wala gumawa ng action. Wala ngplace ng job order!

From the 1st day of the service, Ive already encountered drop outs or even slow speed. Ive texted the technician who attended but never got any help. Ive sent an email to but they never replied, I did called their landline but still no answer; then suddenly number gets busy!
From January 1st; I dont have any connections, and take note ' this is my FIRST MONTH AS A CONSUMER .. friendly CS are callig and responding via email but now; no one even cared.. I will not pay my bills and not even pay any termination fee! Please send a technician to pick up this RUBBISH!

Good morning we have a problem regarding the internet this tiket number [protected] since jan 5 2017 up to now not fix..we request the upgrade of speed last dec..january 4 the technician of pldt calamba is go on the site for installation of additional line..we don’t need additional line we need the upgrade of speed..the general manager cancel the installation..since the cancelation of addional line jan 5 up to now we have a problem with the internet..can you investigate the cause of that..thank you..

Last December, we received a tablet from PLDT. According to my sister who received the called from their sales agent, Dave, our account was chosen and we will receive a tablet. My sister asked about fees, and Dave said we will not spend an amount. My sister told him that the account holder is not around. He said we will need to present a copy of the account holder's ID when claiming the tab.

My account got restricted and I found out today that the tab is an add on.

The person who received the tab did not present any ID.
PLDT did not ask for any letter of authorization.
They did not even talk to the account holder or the one who pays the bill.
I did not sign anything.

This happened after I repeatedly asked to be placed in Do Not Call list.

I am wondering how can they just send a tablet to a subscriber without talking to the authorized person on the account and why they employ sales reps who mislead subscribers.

They said they will "investigate the issue" and will get back to me in 24-48 hours. In the meantime, I have to pay for my service to be reinstated because I need it for work.

To anyone planning to have PLDT, the reps cannot be trusted, the connection is slow, and the customer service mostly is a pain. Better go with some other providers.

Dead pldt,

I have called you hundred times, sent you an email and did everything that i can to get this internet get transferred to my new address since end of november. Until now, no one cared for me at all, no one gave me a follow-up, no one gives a #### about me as your customer who always pays my bill on time! I am now in vietnam and unable to give you a call because it's always been useless anyway to call you because all you can do is make a report which never gives any solution! I am so dissatisfied and so mad. You are such a waste of time! You're good at sending invoices, getting new clients yet no effort on your current customers at all.

I applied for a pldt dsl online. Later, pldt required me to pay the installation fee of p1, 100.00 to which i paid with a receipt, only to be informed that there is no available slot in our area. I tried to refund the same from pldt regalado office on august 5, 2016 and sheena of pldt regalado avenue, fairview, qc promised to contact me if refund is approved but until now no communication has been made. I have continuously texted ms sheena but i never received any response message from her anymore.

Worst dsl ever! I've been using pldt dsl for 8 years and I don't get enough speed that I should get. Mabait ako tao pero ginago na nila mga custumer nila pag nag ask ka nang manager for complaint laging busy at puro promises nlng ang sinasabi, nang gagago tlga sila they don't value their customers ang isip lng nila kumita at mang lamang sa kapwa. I wanna let u know pldt is a peace of junk. Lilipat nlng ako nang globe mas better

Worst ! ####ing worst internet service!
Last december 27, a pldt agent call to our landline and promoting new internet plan.. we refused to buy their new plan, and after 3 days, our connection gets really slow! And most of the time, the connection always cut every 5 minutes.. ####ing pldt! Worst! As in worst internet company ever!
Kung kilala ko lang at kapitbahay ko lng may ari ng pldt, kinotongan na kita putang ina mo ka!

Since installation, Nov. 9, 2016, upon speedtest, we only get 1.6mbps to 2.7mbps max.

This is my first problem encountered but resolved:
1. no dial tone, slow speed internet, below 1mbps. (11/14/2016 to 11/16/2016).

These are my problems until now they cannot resolved.

1. Delivered my first "Statement Account" in a wrong house & in a wrong person.

2. Below 3mbps internet speed (speedtest max 2.7mbps; attainable sync rate: 3.2mbps downstream only). (11/09/2016 up to present)

3. Speed profile from my end(up to 3mbps) does not match to their system (up to 5mbps). (11/09/2016 up to present)

4. Technicians do not visit my house to check of my modem/connection, they always close the job ticket/reference service number without confirmation/feedback to us, if ever they called in landline, they always says "we will call you back", I'm wasting time waiting for the next call, no calls will be followed; thus, upon checking the job ticket/reference service complaint thru tech support, it was already closed without resolution/confirmation with us. (11/18/2016 up to present)

Desirable Resolutions:

1. Align my speed profile to what I have subscribed (up to 5mbps or at least 60% of 5mbps).

2. Request for downgrade (up to 3mbps) in case there is no solution to get my subscribed speed profile (up to 5mbps).

3. Confirmation / Feedback / Return call of technicians before closing job ticket / reference service number complaint.

They are giving their customers fake promises and expectations, it seems like the personnel in charge are not doing their job well and not meeting customer's needs. They are not customer friendly. It is so frustrating, they are very good at sending their customer's bill and very updated to cut your line once you got delayed in paying your balance. If there is only a wired internet service with telephone bundle I would have already transferred. PLDT sucks!