Philippine Long Distance Telephone [PLDT]
Reviews and Complaints

This company is soooooo frustrating. They're on time in getting the payment, in fact, they will cut the your internet/telephone lines, should there be any delay in the payment, but they are like snails in giving services to their customers. Anyway, I called on November 25, 2016 to inquire on how I could transfer my internet/telephone service, since I am moving to a new house. The agent told me that they have 2 kinds of transfers, first is that I can go directly to their business office, bring my I.D. and request for a transfer of service. Second way is to call them directly and they will process the transfer for me. I asked how long does each process takes, the agent told me both will take 2-3 weeks. So, of course, I opted for the latter since that is more convenient for me. The agent then told me that I should pay for the outstanding balance for that month before they could proceed with the process. He said that as soon as I call them that the balance has been paid, my internet lines will be cut and they will process the transfer. I then paid for the balance, waited for the text message that they have already received the payment, and then called on November 30, 2016 to advice them that I want to proceed to the transfer now. Now here's STRIKE 1: they initially told me that after the payment, I will just call so they could cut the lines and the 2-3 weeks process will then start. However, when I called the next agent told me that they need 24-48 hrs to create a service order before they could cut the line. I was upset because I have already moved to a new house but of course I could not do anything about it but to wait. STRIKE 2: The line was not cut until 5 days later. It was cut on December 5, 2016 which was pretty useless since again I was already at my new house. How would I access my internet at the old apartment?
On December 20, 2016, I called to request if they could expedite the transfer since I have an online class on December 24th which will end at 11 pm. I told them that if they could not install the internet before that date, I would be forced to go to our Ortigas office which by the way costs me money (I have to pay extra every time I teach in our Ortigas office so instead of earning, I am losing money). They said they will work on it. On December 22, somebody form PLDT called us to verify the address and to ask for the telephone number of our neighbor for reference. We gave all the details and he promised to call us the following day. I had high hopes that the internet would then be installed at my new house since they already called. However, here comes STRIKE 3. NOBODY CALLED! So I took the initiative to call PLDT to remind them and the agent who answered my call promised that someone from the "facility" will call us so that same day so we could discuss the exact date of the transfer. Now I'm losing hope that I could spend Christmas with my family. But we still waited for "that call." And guess what? NOBODY DID! I let it go. I said maybe it's their Christmas break and told myself I will just wait for the 3-week mark since it's almost 3 weeks. Monday came and nobody called. Then, it's Tuesday, December 27, 2016, that's past 3 weeks. So I called again. Here's STRIKE 4: The agent told me that the service order for the transfer was never made which was the reason why the installment did proceed. Honestly?
This whole transfer cost me money, wasted my time and energy, and now I could not even open any slots for teaching because it would be a waste of time to teach and pay the teaching fees for my stay in Ortigas. Come on PLDT! We've been your loyal customer for 3 whole years! We haven't miss any payment. Why do this to us?

This is by far the worst telco service there is. I am a new customer. I've signed up with pldt 3 months ago and I am not enjoying their service.

1. I am not always at the house. I turn the wifi router off whenever I got out to work. When I'm at home, I freakin' expect to get the service that I paid for. Pero ano, wala? Magloloko ng Internet connection. It's a good thing I have a postpaid line with globe with data allocation. Eh pano kung wala, edi lalo akong nainis sa walang kakwenta kwentang Internet service ng pldt! But I still pay for the service and I expect them to deliver kahit ano pang oras yan. Kung hindi ko rin nakukuha yung service na binayaran ko, eh bakit pa ko magbabauad monthly?
2. Nawawalan ako ng dialtone. 3 months pa lang yung handset ko sira agad? Hindi ko naman madalas gamitin. I've been with Bayantel for more than a year at hindi nasira ang handset nila -ever. Pano kung may emergency na tatawag sakin, edi ring lang ng ring, hindi ko masasagot?
3. Lack of customer service support. Masisira ang Internet, mawawalan ng dialtone madaling araw. So hindi ko na marereport dahil wala ng customer service. God.

Pldt is the worst isp. Fast to deactivate account but very very very slow to reactivate and fix any issues. Customer service takes forever to get one and they don't even have a coordination in their system with the business center. They can't see each other's notation or maybe they don't even make one. Processed a fibr migration but I never received any update after 2 months or so. When I called, I was told there was no available slot. Which I don't believe because there are 3 boxes here in our area. I can't wait for another isp to provide service here in the philippines and I am surely one of those who will leave pldt for good.

A sales agent called us in the later part of October 2016 and offered the Pocket WiFi 299 on top of our current plan 1299 plan. She has able to talk to my mother and informed her that Pocket Wifi 299 is unlimited. The agent also discussed her that if we want to return the Pocket Wifi anytime, we can just simply go to the nearest PLDT branch and this is under FREE termination.

My mother accepted the offer and after two days the Pocket Wifi arrived. After just two days of using, we noticed that the Pocket Wifi is not unlimited. And at the end of November, they charged us 500 pesos for it.

I already reported this last November 7, and it undergone sales investigation. But after one month of waiting, today, Dec 6, they told me that the investigation is not in favor of us. WHY? I again resubmit the investigation, because I strongly believe that it is so bias.

My mom is very sure of what she discussed with the sales agent, and she is willing to prove that.

Need help on this.

pocket wifi still not activate its been two weeks since i receive the device. been calling plenty of time nothing happen, no progress. always says "commited to activate within the day" but nothing happen. they not resolving the issue. the service is really bad. if the customer is paying the bills right on time you must and should give good and quality service in return, not letting your customer to wait so long before you do some action.

Another billing period has come and no follow up until today. I am so tired of waiting. No body has come to check the area for the telpad plan. I think we are paying the service that we are not using. Not to mention the very slow internet connections. You can see my call logs regarding slow internet. We re paying 3695php monthly for the telpad plan but the speed is always slow.

My account number is [protected]
my name is karen navarro
i have been very upset and mad about this service that caused my work to get termitted because of you guys! your products and service department invited me to upgrade my plan into a telpad plan which is 2099.00 every single month. I did not get what i am supposed to get. From november 19 until november 21 we had no network at all as they said it was due to network breakage. Now, after that incident, i had my connection back, but! it is so frustrating to get 0.43, 0.52, 1.36 mbps every time all the time. I even cannot connect through wifi! i want my service to at least be reversed back to my old plan at least its not that expensive as i would pay an amount i do not enjoy. Please give me rebate for all the days i lost my money. I want to file a complaint to this and will file a case against pldt if not applied. I am not willing to pay anything since this is a very serious complaint that you need to know pldt company! call me on my telephone or cellphone [protected] if you need any documentation from me. Thank you!

I've been a PLDT customer for 3 mos. now and has a problem since Day 1. From the misleading Speedster Plan 1299 to the incompetent phone and email reps. I have been calling everyday for almost 2 weeks now for I have no service. I have been told that I used up the 50gb allowance in my plan for the month of Oct. 28 to Nov. 28. They didn't even bother to check my usage history, which if they did, they'll see that I haven't used the service since Oct. 12. How can I magically used 50gb with the modem off? I have told the useless phone and email reps that they need to correct this problem first and no one listens! They keep saying they'll follow up but heck no one really does! I still receive a text message that the case has been escalated to Network Engineers for data testing which they woulf just close as soon as they see that the volume allowance was used up! It's a nonstop cycle of stupidity among the customer service reps and it's really getting on my nerves!

I was applying for an internet connection with PLDT since August of this year. According to a text message that I received from one of the agents, they said that there is no available slot in our location as of the moment so I have to wait and try to follow-up after around 30 days. I tried to apply the following month and still same result, So today, 10/27/2016, I try to follow-up again through their FB account (PLDT Baguio & Benguet) to see if there's any available slot for me to apply for an internet connection. The only main reason why I am applying for internet is because I am working home-base and internet connection is a must in my field of work. So now, I received a response from one of the agent via FB messenger saying that I am blacklisted and saying that someone else can apply for me. The problem is that this is my very initial application. The agent said that the application needs to undergo a credit inspection and told me that I have a hit. I think this is unfair in my part because I never applied service with them before. I dont think these people are doing their job because what is he point of them asking for a copy of my ID if they cannot verify the person properly? This is very unacceptable for me and very unfair, I hope this complaint will be forwarded to the higher management.

Dear Sir/Madam,

I, along with so many, have been a very loyal customer of your company for the past years. I have time and again received great service which is one of the main reasons I go straight to one of your offices to avail once again. But to my surprise, I didn’t get what I expected and having a hard time until now.
I applied 3 lines of MyDSL Biz, 15mbps at Las Pinas office in front of the City Hall but when they come to install it, I was surprised that the technician only installed a 9mbps! He even showed me a proof, a text message, saying our service order is just for 9mbps. Since we are on a very tight schedule, I accepted that holding the words of the agent I spoke to that it can be upgraded in a month, without a fee. It is just one line and 2 more will be installed on Wednesday, as per the technician. And it will also be a 9mbps speed!
When I spoke to the agent, she told me of this Plan for ONLY ₱ 3, 000 a month. But when I received a call yesterday, October 15, from a customer service agent, she said that I have to pay for ₱ 3, 000 and ₱ 1, 410 (which I actually wasn’t informed) for the telephone line, monthly. This amount is not a big deal. We are actually aiming for 20mbps for ₱ 8, 000 a month. What upsets us is the result that ended up having only 9mbps!
It is too good to be true when I spoke to this agent. Cheaper monthly bill, fast service, and in fairness to her, she always calls me for update. But sadly, we were not served well.
Service order #: rbgppn2016100734700
Account #: [protected]
Telephone #: 805-8958
Status: Installed
Service order #: rbgppn2016100736435
Telephone #: 7768552
Status: to be installed on October 19, 2016
Prior to this, I initially applied at Moonwalk office and later transferred to SM Southmall office where, also, given us a hard time. Agent did not specifically give me instructions what requirements needed. At first, a photo copy was ok but when I go back again to pass the requirements, it is NOT. I remember going there for 3 times just for the application. I asked for help and explained to them of us having a very tight schedule but it seems that they do not care at all.
I hope you would look into this matter, and make sure such an incident is not repeated. Your company has been known to provide good services, and such events tarnish the company name, so please address this issue soon. I trust this is not the way PLDT Inc. wishes to conduct business with valued customers. I would welcome the opportunity to discuss matters further and to learn of how you propose to prevent a similar situation from recurring. I look forward to hearing from you.
Hoping that the upgrade promise will be done very soon.

Yours faithfully,
Richard Jefferson C. Termulo
Club Manager – Anytime Fitness Las Piñas
Robinsons Place Las Pinas, Ground Floor, Verandah
345 Alabang-Zapote Road, Brgy. Talon Uno, Las Pinas City 1747
Mobile: +[protected] / +[protected]

PLDT has given me four ticket numbers within two weeks, three of which they closed without informing me and without resolving the same problem. It's been 17 days now but I never got any updates from them regarding the issue. Every time I email them, I always get a reply of "we will conduct a line testing for 24-48 hours". My land line and internet are still both down intermittently. No technicians have gone over to my house either. Nearly 3 weeks of no service. Oh and two days ago, I got an email from them regarding my monthly bill due two weeks from now.

Its been 3-4years now that we havent receive the free wifi modem that was promised since the time that we upgraded our connection ive been calling the customer service to follow-up with this concern but still, useless havnt recieve any feedback from them.

I have been a customer of PLDT for quite sometime now. I have reported before that my telephone has no dial tone and the wires outside my home was loose. Now, I am experiencing the same thing. They can't even provide an exact date and time as to when their lazy technician is going to fix my line. They have also denied me on the credit I'm asking due to slow internet which I am getting less than 1 mbps and my plan is 8 mbps. They are just screwing things up on my account and did not even bother to call me for updates!

I am Mr. Dexter Campos Ruiz of Cebu City. i have been your client / acct #[protected].
The incident happened last sept 3 at about 10:45am at PLDT-SM Seaside Cebu.
this is not the first time that i filed a complaint regarding a "stoppage of internet connection" but previous customer relation officer (male) seems to handle well concerns.
But this time i was just so unlucky to be with a certain Ms. JOVEY MORENTOS. Again i was narrated by procedures which already became familiar for the many instances of no internet connection ie. the refund to be facilitated only after their is now connectivity and i have to be back to inform them so a refund process can be made. as i was asking some critical points like that time of repair which is not within my control. hence, when will i be back to seek for refund? easy she answers with an arrogant intonation of " that is the policy and you just have to come back to file your refund" it was at that point that your customers service officer so mean and does not even show a little of a concern or empathy to your clients. until today for three now, we do not have and internet connection and i want answers here and an apology from that Ms. Morentos.

the filipino call center criminals/drug addicts scam your phone if you are pldt customer; no doubt they are looking for credit card numbers/identity theft and other criminal scams; inform NBI to trace their numbers and arrest them for sextortion or simple extortion attempts. These criminal thugs must be brought to justice they give the Philippines a bad name.
pldt a criminal scam/hacker racket or infiltrated by criminal scammers/hackers? NBI must investigate these gangsters.

My issue hasn't fix and they cant even identify what causing issue and its prolonging the issue. I don't know how yore technical support works but they cant do their job. They will not goanna contact you unless you called in again to report the issue been with plat and paying my bills on time but the service that I'm getting is horrible. I want a STABLE Internet connection!

We had an internet plan with pldt since november 2015, after a week, we were surprised that we do not have a connection anymore. We called pldt and they said someone will check it for us, came another week, no internet connection. Until january of this year, without an internet connection and continues billing, we decided to turnoff our modem, then they started calling me and my dad everyday asking for us to pay the bills which we did not use. We explained to them over and over that we do not have a connection and we have turned the modem off. They have records of our calls with the same complaints and us asking for them to cut the #ing line and stop billing us. March of this year, my dad went to their office, paid the bills and signed a paper saying that they would stop billing us. My dad also asked them to check of our internet usage and they confirmed that there was no usage made at all for the months that they billed us. Unfortunately, they are still sending us our bills until today and sending us text messages that they will file a case against us. One rep, even called me and swears at me when I can't understand what he's saying. Its a pity though, they even promised my dad a refund yet they are still billing us. I am already planning to file a complaint against pldt due to the inconvenience this has caused.

So I submitted my PLDT Home application around May 23, 2016. A week later, I got a text telling me that my application is approved and that I should pay the installation fee of Php 1, 100 immediately. So I went and paid the fee in May 31.

That Saturday, contractors came over to our apartment to install but was unsuccessful. Something to do with the line or port being full. They said they'll contact PLDT to fix it. Well, a week later no word. I had to contact their Facebook support team and was told that my application was disapproved. What the hell? Don't they have to check the area before approving an application?

So I went to their office and filed for a refund. They said it'll take 3-4 weeks before I can receive my check. Their customer service team said to expect a call from them.

Well, it's been more than a month already, running 2, and I still haven't heard from them. Grrrr!

PLDT is so good at collecting money but when it's time to collect from them, you have to wait forever!

April 2016, our internet connection is on and off for 2 weeks due to incapable tech and I asked for refund almost everyday but I don't recieved any single cent, they always making promises to their customers but they never fulfill. July 28, we lost our connection again but untill now aug 2, I dont see any tech came. This is very disappointing, im a good payer anyway.

My sister failed to pay for a month bill and right away pldt disconnected the internet service. She came and paid for the bill and wanted pldt to reconnect the services, and this happened last may, 2016. Now july is almost done and they still have no internet. It happened when we came home last year in september, 2015. Internet service was down. No amount of repeated calls can fix the problem. All we get is assurance that someone will be coming to fix it. We did not get it for 2 months and still paying for the services not delivered. Bills were paid on time. I wish pldt will stop collecting money when services are not there. Very incompetent and ripping off customers. If there is another internet service provider better can deliver, we will right away say goodbye to pldt. We are not very satisfied and we are very disappointed with the company. I would hope president duterte can see the problem and get another company to provide more satisfying service. I sure would hope he can and this will get to his attention.