Philippine Long Distance Telephone [PLDT]
Reviews and Complaints

Sent my letter request to PLDT twitter to transfer my landline [protected] last June 29, 2020, to other location. I repeatedly follow-up on this, and they told me that I am going to open my landline anytime might somebody from PLDT to call me to schedule the transfer . I made follow-up repeatedly again and same answers. Since July 29, 2020 . I always paid my monthly dues . Pls. assist me since we badly need the landline for our business.

Thanks,

Rochell E. Rullan
[protected]

Filed an application for Migration from DSL to Fiber Sept 25. Instantly, I lost my DSL and Landline connection and was told to wait within 5 days. We were not oriented on this.

Today is October 16th and after 12 or so follow ups, the response is they will follow up the Technician to prioritize. Nobody can even give a commitment when our line and internet connection will be restored. You already have caused too much distressed to our family. Our son's studies were greatly affected.

Where is the professionalism and competence?

PLDT our internet issue almost 2 months now! please take an action we have 2 students studying online and badly need it. this is so unfair
[protected]

I have reported to pldt our concern that we have no internet connection since sept 7 2020.. And they give me ticket number and said that they will dispatch a technician to fix the problem.. Up to now nobody is calling from pldt technician to locate and fix the problem... Everyday I follow up our request through 171.. I dont know if they already gave my request to their technician... Since its an automated response from 171..

We are paying our bills in advance we got a slow action from them..

Online class of my children is already starting... I dont know how they can cope.. Without any internet connection...

Please pldt put immediate action on this...

Grace tolentino

I am having a problem with me internet. I did an upgrade to Plan 6099 2 weeks ago. I already have the cignal box and deco but the internet is still really slow!

Account number: [protected]
Telephone number: [protected]
Contact #: [protected]

Please help me with this issue!

Good day! I just want to follow up the repair of our intermittent wifi connection, please fix it as soon as possible. I am experiencing this problem for almost a month now, and my kids are going to have their online classes soon. My repair number is [protected], and my telephone number is [protected]. Thank you!

Last June 26, 2020, I went to PLDT located at V. Tiomico St., Brgy Sto Rosario, City of San Fernando, Pamp. and applied for Unli FIBR plan 1599. After processing my application, they told me to wait for 3-5 days for connection, wait for their text and call within given date and got a reference number of service application [protected]. After 1 week, nothing happen!
I went back last July 6, 2020 to follow up my application and they reason out that I have a balance of P2233, I paid it and told me to wait for 3 days and again wait for their call and text for the given period of time and they said they will personally monitor my application. But, Again nothing happened.
So, I went back last July 10 to follow up for my application, again they told me that they emailed my account to the personnel concern, and prioritize my application and they will personally monitor it and wait AGAIN for 3 days till July 12, 2020, Sunday and they will give me feedback within the given period of time. But again, nothing happened for the third time.
I went back last July 13, 2020 (Monday), to follow up again regarding my account but AGAIN they told me to wait for 1 to 2 days and they will get in touch within the given period of time.
Hoping that they will resolve my issue as soon as possible and please follow the given period of time for the connection application.

Tel # : [protected]
Cellphone number : [protected]
5th day of no internet service

It is our 5th day of no internet service and we are paying 1899 a month for it. I am writing this and this will serve as my formal complaint against the service and the customer service that i talked to last July 8, 2020. Last July 7, 2020 when we got no internet service we thought that there might be a system upgrade within our area. |On the next day, i decided to go to the nearest PLDT office located at V. Tiomico St., Brgy. Sto. Rosario, City of San Fernando, Pampanga to report the no internet sevice activity. After couple of hours i was into a customer service and she asked what is my concern and i said i have no internet service on my house and she asked for the telephone # not even asking what is happening with the device, are you seeing a red blinking color and after couple of minutes she gave a report number and she promised me that the next day there will be someone from PLDT that will visit and check your device. What we did is we filed a leave in our office so we may assist the person that will be coming to our house to fix it. Unfortunately, its our 5th day and there is NO someone from PLDT came at our house. I also tried to reach my report through the messenger of PLDT but it says that i already have a report number. You can verify it by reviewing our conversation between me and the Customer service.

I am wishing that this complaint will reach the management and put a resolution on it. I am also requesting to refund for the days that we dont have the internet service.

I am Alvin you can reach me to this number [protected]. The owner of this PLDT telephone number that we are having a problem is my wife. I also got one of your service in our other house and it is under my name and we are not having any problem on it.

Client number [protected], with telephone number [protected], under Kaye Coleen A. Paulo, we already requested over the phone to terminate or to cut cable and phone charges in your system so we will keep on paying extra amount which we are not using anymore for the past 6 months. we are paying so much amount for only the wifi, because its the only service we are using. I want the said overpayment from January 2020 up to this day will be deducted in the following bills. hoping this matter will get your attention.

Hi,

I need assistance with the recent experience I encountered with pldt. I've been paying plan 1699 monthly for more than 2 years now and I should be getting at least 15Mbps of internet connection but ever since I got this plan, I've only been able to consume 5Mbps of speed. This normally isn't an issue but due to the Luzon Enhanced Quarantine, we are forced to work from home but I'm unable to do so since I'm not meeting the minimum speed requirement. I contacted their customer support line and said that they would escalate the case, I initially spoke with Lee (eid:: ct320) and said that he had coordinated this to their backend support. Bob (eid: ct472) confirmed that it was indeed escalated and promised 24 hours. I called the next day and got Lloyd who said that no job order was made about the issue. I was furious about the news and asked to talk to a supervisor. I was on hold for 45 mins and finally got some answer. To my surprise, I was transferred to a different frontline agent! I forgot the name of this agent but his employee id is Ct472. He then transferred me to his supervisor. Raz (eid: Ct085) reviewed my case and said that it should been technical support who's supposed to work on this. Told him that I came from tech support line and performed some troubleshooting. He then said that he'll escalate the case to their back end support again! And promised that I will receive another call at 1:00pm that day. I waited and didn't receive any call. Now, I'm still stuck with 5Mbps and unable to work because of this experience I should also mention that last February 15, I called and requested to upgrade my plan to fiber but after a month, the status was still in progress. Since this is urgent I told them that My priority is to get the speed that I'm supposed to be getting. They then told me that in order to align my internet speed they have to cancel my initial request for upgrade. I wanted to reiterate the urgency of this and criticality of the situation. Our entire income depends on this. Lockdown is mandated by the government and I'm hoping to get a resolution as soon as possible.

No internet and phone connection since Feb. 12, 2020 after your technicians (PLDT) recently installed a connection at our neighbor. I have been calling hotline 171 but my account is invalid. Ive tried contacting PLDT Home thru Messenger and the response is Good and insured me of a fast restoration of my connection. I understand that the repair would take 3-6 days with ticket reference number [protected] and my account number is [protected]. Ive been waiting for your technician to resolve my problem. I have been to their main office but still gives me assurance with no action. As of today, 14 days no connection and still counting. I have been paying my bills on time. When I pay, I demand service. I strongly demand for a compensation. Thank you.

Last February 11, 2020 I called the PLDT customer service thru 171 to report that we don't have internet connection as well as the dial tone. They gave me ticket # and assure that 2-6 days there will be support to restore the internet. Unfortunately until now February 17, 2020 there still no connection and no one even tried to contact me to check the location. Few days from now they will give me the bill. So I will ask for termination of the plan since it's beyond from what they said of 2-6 days and also it's unfair to pay the bill of this month 'coz they didn't restore my internet connection thougj I made so many calls to follow-up the team.

TICKET# [protected]
OWNER: Tulba, christopher june
ADDRESS: Prk5., salvacion, panabo cT, dvo del norte
Tel#:[protected]

PLDT team,

I want to file a complain regarding our case. Your team cannot resolve our issue having no dial tone and data. A lot of follow ups has been made and your cs Arman do also provide false information, please review the calls and do some appropriate actions. Your cs just providing some technical terms on which users cannot understand because we do not know such those to end the calls immmediately to meet your standard minutes in managing calls but upon checking it seems our account we're not really on priority process. I want an immediate resolution for this. Going three weeks was beyond your standard process. Contractors and organic technician already checked and as of this moment there was no solution. Now tell me how is it possible, your staff cannot resolve this issue? Who will resolve this issue now?

Account name: Ma ofelia c siva
Telephone number : [protected]

Resolve this issue, you have a very poor customer service and worst service repair team.

It's been more than a week since I lost my internet connection on 12-09. I've been following up with 171 every single day for someone to look into my case. This has been detrimental to my business since I rely in internet the most for my transactions and their responses are appalling regarding the matter. They can't give me an ETA on how soon they can fix my damn connection and it's grueling to ff up every single day. If PLDT will not level up to their game, I'm going to switch back to Globe even if their internet speed isn't top notch but when it comes to technical assistance they're fast.

A LOS or loss of signal happened to my PLDT internet and NO Dial Tone (Landline) in the early morning of Saturday, last December 7, 2019. I dialed 171 and complained about it through its customer service representative. A ticket no. was provided to me. I was told that in 3-6 days PLDT's field Technical Support will get in touch with me and address the problem. However, it has been passed 7 days and counting but no PLDT Field Tech Support came or even called to update us on the connection problem. Even after 3 days since I called on my complaint, I have been following up through their hotline 171, sent follow-up messages on my ticket no. thru PLDT Home in FB messenger, also, sent someone to PLDT South Bicutan, but still no feedback, no one came. I learned that a dispatched was given to their Field Tech Support since December 10 still, nothing happened.

This is RIDICULOUS! I pay on time, my subscription is FIBER GOOGLE WIFI. I need my internet and landline connection restored because data is a significant part especially when I am at home, my work too. This is giving me an unnecessary feeling of anger and resentment. Why is PLDT making it difficult and hard for me, a prompt paying subscriber, to restore the connection at home? This is so unfair!

Below is an email sent to PLDT Global (marketing@pldtglobal.com) for lack of finding any other contact email for this company until now.

Montreal, December 12, 2019

Dear Sir, Ma'am.

I have waited almost 3 years before finally taking this step which is to bring to your attention an ongoing problem with the quality of your customer service in Quezon City, Philippines. To make a long story short as possible without omitting too many important details,

I have a friend residing in Quezon City who has been, and still is one of your most loyal and well paying customers. With the identity of this customer, which I will provide further down for your convenience, you will have no other choice but to agree with me upon verifying this customer's records.

With this being said, I am appalled by the tremendous lack of both, responsibility and respect that PLDT has for its customers, especially the "good ones" such as this one in particular.

Her name is Maricris Boaloy Pineda. She lives at 92 Kasiyahan street in barangay Holy Spirit. Maricris has applied for a fiber Internet / landline package at PLDT 3 years ago, I am the one who had suggested and shouldered her in these procedures. At the time miss Pineda had an open case at the NTC against Bayantel (which was in the process of being acquired by Globe), so PLDT seemed to be the only other major communications provider worthy of being capable to provide her adequately. So please understand that I do feel a certain responsibility for her dismay and multiple disappointments with PLDT to this day.
Miss Pineda availed a DSL Internet with her landline package instead of Fiber Internet, although at the time of application PLDT advertised fiber Internet was available in her area they said they were sorry that it was not yet possible but they contracted her "temporarily" on DSL while promising that she would be automatically be migrated to fiber in a very near future. To this day she has been kept on DSL even though some of her immediate neighbors have been on PLDT fiber optic Internet for the past year or more. She has been actively contacting PLDT customer service and technical support everyday for the past 6 months because her services have degraded beyond fair usability. PLDT have promised that they are looking into the matter and have reserved a fiber optic port for her at the local distribution point, they have even went so far as to billing her for fiber optic Internet before having actually physically connected her to this service.

Fianlly, she has received a call from PLDT just yesterday morning informing her that her fiber optic line would be installed in the course of the day but at the time of writing this letter, none of this has been done and nobody at PLDT has even bothered following up to inform her of any progress or cancellation. What is the matter with you people? Where I am from we call this "[censored]", what do you call it? Should she stop paying her bill on time? I am wondering because many others in her neighborhood have availed PLDT fiber optic Internet services ahead of her but have since been disconnected for non payment, however, I am not at liberty nor interested in discussing the PLDT customer base or their ratings, these are not the object of this letter. This is all about Maricris Pineda residing at 92 Kasiyahan street, brgy Holy Spirit, Quezon City, the customer you need to concentrate on to insure prompt and rapid delivery of the service she applied for many years ago. Her landline number is (2) [protected] and her PLDT account number is [protected]. You can also reach Maricris on cellular number [protected]. As for myself, if ever you wish to contact me by phone I invite you to call +[protected] otherwise you should email me at [protected]@gmail.com.

Please be advised that a copy of this email was forwarded to the office of the president of the Philippines, Rodrigo Duterte. I am hoping that this honorable leader may very well be interested in such a case of deliberate neglect and abuse.

Please act accordingly.

Jack De Levo

Cc: [protected]@malacanang.gov.ph
Bcc: [protected]@yahoo.com

To whom it may concerns
I am Maximo R. Bocabel jr. with account no. [protected], with telephone no [protected], , mobile no [protected], ( updated mobile no. )
my biggest concerns is that my reconnections aren't not yet done, but i've already settled my last billed to reconnect it, , it's been already almost half a year since i've payed it, why is there no actions yet, every time i send message to PLDT messenger its always says all the same protocol but still the same none actions have provided, . please do the necessary actions to do it so, This is really going to far, i will just do it in another way to take back what you been takin on me, , not only for the money but my time and patience.,

I would like to file a formal complaint about non- availability PLDT services in our home. It's been month since we don't have wifi nor landline connection. Unfortunately it was reported only Last November 15, 2019 under ticket number [protected]. Last November 20, a technician went in our house to check and no feedback since then. Been calling customer service (you can check the logs) but received the same spiel (which is very annoying). We bought Globe prepaid modem and spent more in load just to have a connection. We never fail to pay the monthly payment and always paid in advance. I need reliable internet connection at home because part of my work is to support/work from home. I would like to FORMALLY TERMINATE THE SERVICE because of this, but PLDT would not allow and was told that the contract of 24 months is not yet done. What would you do if you are in our position? Paying monthly service and yet not getting what you paid for? and then at end the burden is STILL with your customer and you want your customers to endure this [censored] until the contract ends? THIS IS SO UNFAIR! I hope that the government will have a look at how messy the service and contract is.

since november 23, 2019 we don't have internet and dial tone i personally went to pldt bicutan branch to report the incident since then nothing happen every now and then i always call 171 and according to them it is already forwarded my complaint to service section and the one incharge of the repair is labrador mary rose :

i was taking to the following call center agent but nothing happen:
nov, 23 - aris -id # 3277407
nov. 25 - rica id # 8536
nov. 26 - 8:30 am - julius id # 9077
nov. 26- jasmin - id # 3467384
nov. 26- macky - id # 9293

those people and even the supervisor do nothing on my report

what kind of service do you have - very poor

lita