Philippine Long Distance Telephone [PLDT]
Reviews and Complaints

I signed up for a pldt fibr plan 2899 with free tvolution stick, iflix, fox channel, and an optional iphone6s add-on for 999 per month (As stated on the pldt website, and confirmed by a sales representative) on november 29, 2015. The service was only activated on january 8, 2016, without the tvolution stick and other plan inclusions.

I feel like I was only tricked into getting the service because now that i'am tied up to them, they wouldn't give me the plan inclusions as agreed. The free tvolution stick promo and the iphone6s add-on for php 999/month are both still ongoing when my services were installed and activated but they never processed it. I never got the products that were agreed upon when I signed up.

I've been trying to work it out with pldt, almost everyday I call them, and I even tried reporting directly to the pldt service center in maybunga, pasig city, only to get false promises and rejection. Roughly 3 weeks have passed and pldt still hasn't done anything about my issue. Now, pldt has a different plan inclusions this type of plan and they tell me that the tvolution stick will cost me around php 199 per month now, and the iphone6s optional add-on would be php 1, 599 per month now. It's like they've delayed everything to make me pay more.

I need help

We applied for the Pldt Ultera service because it was offered to us so good. The sales representative that offered it said that the speed is fast, it was nice to hear that they are offering a fast connection and as well the representative mentioned that we have a cap limit of 1gb per day, so it was ok for us to use it and as well the technician who installed the service said that we will be having a 1gb/day cap and so we will be getting a 30gb/month limit but suddenly when we used the service we haven't used it for a month and we already consumed our allowance wherein it was clearly stated to us that we will be getting a 1gb/day allowance where it will stop if we reached 1gb and will refresh the next day, it was clearly a misinformation now we want a transfer of service from PLDT ULTERA going to PLDT myDSL so that we can have an unlimited service because in the first place we want an unlimited service because we are using it for a business and the offer of Ultera is slightly the same as unlimited if you are not a heavy user but we are using it for 24 hours. This is clearly giving a false information so we want to be compensated, we are not after the money it is the service that we want and we want a fast, reliable, unlimited service and not a service that if you reach your allowance you will load an additional allowance so that you can use it. It is too much.

I have been experiencing very slow internet connection for almost 3 wks now and nothing has been done to fix this on PlDT's part. I have been calling every 2 days to check what is happening. They always say there is downtime in their system thats why im experiencing slow connections but after the downtime is fixed, still my connection is poor. One agent said that he will report it so that tech can visit my area and do some testing maybe my router is the culprit. After 2 days, no one visited my area nor does anyone contacted me about any feedback from there end. I called again and said there is another downtime. Its been 2wks have passed still connection was not fixed. Now, the downtime is gone but the connection is very very slow from previous one. Im just getting 0.1mbps download with 2, 000ms of ping. I dont know what to do now if i just need to change provider or what.

We are paying about 1500Php monthly for Internet. Every time we pay, only the first 3 days after payment have very reliable Internet speed. But after that, the Internet speed is only about 0.5-0.7mbps despite our availed product of 1.2mbps. We feel that our payment is not worth the service being provided. And the router is also a huge problem as it is of a short range, yet described by PLDT that it has a huge range. MISLEADING.

Dear pldt, for the past 9 months, your services have become somewhat of a nuisance because of the slow internet speed and the sudden disconnection of the wifi even though I had already paid the bills. I chose your services because I expected you could provide the best kind of internet services though at first, your services were quite remarkable but as it went on it gradually deteriorated. Your services are always great in reminding us to pay the bills but the way you guys are handling things, made me realize your capitalizing this sort of stuff. If ever a better internet service would become available, I would no doubt transfer. 2 out of 5 stars.

We are paying for a P990 plan for our internet and uses it for business. We have no internet and homeline for 3 day from 21st of October called them the day after and was told that will be back by 24hrs but still not working.. Went to the shop by friday and was told they are working on it. Intenet went back by saturday but homeline still down. And daily my internet will be down through out the day for 3-4 hrs and even more. And right now i dont have internet and landline! Have chatted their fb support always saying they are working on it every time! Im running a business here! And using my data during that time so i'm exceeding my plans limit and surely they'll still charge me a whole months bill for their crappy service. And also my request on the shop for an upgrade to plan 1299 still hadnt been done. Was told that it'll be actioned within 24hrs. Called them, they just said there is no request?! I don't know where this complaint is going to but I hope PLDT will see this. Thanks.

Since October 8, we don't have DSL connection so I started calling PLDT Customer Service everyday from October 9. Until today (October 23) PLDT Technical team are not making any action to fix our problem. I've been calling the Customer Service several times and as of today I already have 3 Reference number. They cannot give us an exact date and time on when they will come to check our connection. They had the worst service ever I encounter in my entire life. We pay our bills on time and we never received any disconnection from them. But what kind of service they show to us?! I'm attaching here is the latest reference number I have and some names of the agent I talk to. Hoping this complaint will reach PLDT. I am requesting for immediate adjustment on our billings until our DSL connection are fix. I will NOT accept their reason that billing adjustment will reflect after 1-2 months.

Sending this is email of complain "series of complain" 1. I have upgraded my account from 999 to "telpad" 1300.00 - I received the telpad with dockmachine but without a new router, since feb 2015 2. I upgraded my account to 1300.00 but being charged of 1600.00 monthly since march 3. Been having trouble loosing my internet connection 4. My recent trouble dated, oct. 15 - I called up pldt 172 - "it took me forever to get in touch with an agent" I talked to mary jane and raised my concern: on my router, she did some troubleshooting; end up saying she will route to technical team and some one will visit me to check the router; - friday night, I followed up ; did some trouble shooting end up saying, my previous report still pending and some one from technical team will contact me; - saturday/sunday - been waiting and some called up and talked to my brother and told him for me to call back, - monday - I tried calling again to get some one on the phone, finally! Talked to "some guy' and told me my ticket was closed! Whatt! - result was a new ticket raised and have to go thru the whole 4-day process again! - it is now tuesday I am hoping there will be progress... If not, I might as well switch to globe, apology for this letter - but hoping you would feel how frustrating such service pldt is providing! Thank you - joseph nones (+[protected])

We are requesting for a transfer of telephone and DSL line to a new location and CSR of PLDT confirmed via email by Sept 16, 2015 that documents are complete and they will endorse for service order creation. Another follow up sent on Sept 23 and received the same confirmation on Sept 24. Email sent to [protected]@pldt.com.ph for another follow up on OCt 2 and 8 got no reply from anyone. We opted to call 171 hotline and surprisingly to know no documents on record and they need to coordinate back with the email team. After 5 calls on different dates, until now on Oct 19, 2015, after 1 month and 3 days, there is still no service order created for the request. There must be some ghost employee from PLDT customer service team, they are not logging details on the account and more, they are no longer replying to your email follow ups. We are really speechless and even would like to talk to supervisors, they are not showing up in the line to talk to you. I am concluding that not just the CSR but the supervisors of PLDT customer service are really useless, impotent and not fitting for their role, they must be retrained and reassess if they can still remain on their job, this is really causing bad reputation to PLDT as a whole. These are the agents i have emailed/talked to: CSR MAKI CARL LASOLA CSR RENE SANTOS, JR CSR CATHERINE VENTURA CSR LILAH JAN RICAFORT CSR MAE NUESTRO CSR GLENN BALLARTA CSR VIOLET LOS BANOS CSR CHERRYL MORES CSR ANGEL GALERA Supervisors that only want their name to be given but do not want to talk to their customer EMMANUEL KATABAY IAN VALLES and other one is excusing himself saying on training

Dear Customer Service, your services is poor! We've been calling since Friday October 02, 2015 concerning our phone lines, no incoming calls.. Thus, no internet since then. Apart from this, your DSL internet is on and off either you change my modem every year still nothings changes either poor bandwidth or no internet at all... And it will take me 3-4 days or 1week before you attend to my concern after calling you 3-4 times a day for you to take immediate action to this matter.

Ang billing process ng PLDT ay parang scam. Sanay na sanay silang manloko ng mga customer nila. More than 2 years akong naka subscribe sa kanila for smart bro 999 at panay ang tawag nila sakin para ioffer ang upgrade sa ultera. Napilitan akong tanggapin yung huli nilang offer dahil sabi nila tatanggalin na daw ng pldt and smart bro at puro ultera na lang matitirang connection nationwide. Sa pangakong walang mababago sa account ko pero renewal sya ng contract at nakalock ng 3 years tinanggap ko yung offer. After migration yung unang bill ko lumabas ng July kahit isang linggo ko pa lang nagagamit yung connection ng ultera at palagi pang nawawala yung connection. Nagulat ako sa unang bill ko dahil sobrang laki. Dahil sa email lang nila pinadala yung amount hindi ko makita yung breakdown kung bakit ganung kalaki. Hinintay ko na lang dunamting yung kasunod na bill. Lumabas yung kasunod na bill 2nd week ng august. Mas nagulat ako kasi doble pa sa unang bill ko yung lumabas na konsumo ko. Tiningnan ko yung breakdown at nakita ko na sa bill ko nung july na due katapusan mismo ng july ang konsumong babayaran ko ay hanggang august 10. Sa pangalawang bill ko ganun din ang nakalagay. Ang konsumo ko ng aug 11 hanggang sept 10 kailangan ko ng bayaran agad ng katapusan ng aug. Dahil sa hindi ko maintindihan at iba ang pinaliwanag sakin nung nag offer ng upgrade ko sa ultera tumawag ako sa pldt. Unang ahente na nakausap ko ayaw makinig sa paliwanag ko at diniskonek yung tawag. Tumawag ulit ako at kinuha ko na ang pangalan ng kausap ko. After ko magpaliwanag sa ahente pilit nilang sinasabi na ang proseso daw talaga e kaylangan mong bayaran yung pang isang buwang konsumo mo ng mas maaga kahit hindi pa tapos yung cycle na babayaran mo. Dahil daw hindi ko nabayaran ng mas maaga pinutol nila yung connection ko. Pilit kong pinaiintindi sa ahente yung sitwasyon pero hindi talaga sila nakikinig. Humingi ako ng supervisor para maiparating ang reklamo ko. Ngunit pareho lang and pinipilit nilang sabihin na ang pldt raw talaga ay naniningil ng maaga kahit hindi pa tapos yung cycle na yun at pag hindi ka nagbayad puputulan ka at may reconnection fee pa na 500. Hindi ko maintindihan kung bakit kaylangan mong bayaran yung konsumo mo ng isang buwan kahit nasa kalahati ka pang nung buwan na yun na nakasaad sa bill mo. Daig pa nila ang meralco na bago ka magbayad alam mo na naka isang buwan na konsumo ka na.

dear useless, terrible customer service PLDT im writing to you concerning your service or in my case lack of service.since july 9th 2015 to the present time im writing this complaint, your internet has been either to slow or on and off more often then is acceptable, for instance it would suddenly lose connection for upto 10 mins or sometimes much longer[hours in fact] ive tried to connect to your customer service by phone but no success untill today[3rd sept 2015]they told me i will have to submit a report, but i find that stupid as i know the main problem is not locally in lapu lapu but a visayas and mindanao problem.now PLDT bosses why dont you contact your thousands of unhappy customers to tell them what the problem is and when its likely to be fixed...you know its so frustrating not to know whats going on and not to be informed about this problem, you have the means and you have the obligation to let those people know what you are doing about this poor service and not to leave them in the dark .now i want a refund of the downtime i have lost since 9th july 2015 i know the rules here in the philippines regarding not getting a service that i payed PLDT for.this is the law set out by DTI, so if there is no reply from you by 5days i will be force to take legal action and also file a report with the DTI...MY E-MAIL ADDRESS IS terry.[protected]@yahoo.co.uk..tel-[protected]

I am a foreigner and signed up in february 2015 for their 8mps high speed broadband. The leaflet stated 3, 000 pesos pm but there was no mention of another 606.26 pesos for phone line rental.in the uk this would be illegal. The fastest speed achieved is about 4mps. I have had drop-outs and the worst scerario was recently when I had no internet for fifteen days. I had phoned about 8 times and found their technical department inefficient and more than useless. Eventually after 3 different fault ticket numbers it was discovered the modem was faulty and was replaced. When the bill came I deducted the 15 days on non internet having worked out it costs about 96 pesos per day. So I withhelf 1, 450 pesos and explained 3 times to their customer service department why I had done this. Both the customer service department and the technical department had always promised someone would phone back but this never happened. So because I refused to pay for the service I never received for 15 days they cut off my internet on the 17th of august 2015.
The ticket numbers are in order: [protected], [protected], [protected].
Do not use this company, they do not have a clue what they are doing.

Very slow or non at all connection. I'm paying for 2mbps plan but the highest speed i received so far for the past month when im at home is less than 0.50mpbs? Where is the value of our money on that? We deserved what we pay for. don't we deserve a rebate for this? Please pay attention on this issue and do not ignore us.. Im always trying to connect to your hotline but unsuccessful even if I stayed on the phone for more than 30 minutes.

Please give us update.
our number is [protected]

Pldt has improved on their collections department. 1 week before due date, they would keep on following up on payment. Wow! That's how efficient they are in collecting money. After sales? Definitely negative rating for me - way way way low.

Heyu is really charging even for telpad subscribiers. I've been paying for this subscription for 2 years now... Which I was only able to use once for a local call. It is not free.

Now, the unit they gave me broke down in 3 mos. The handset wasn't working properly. I didn't mind at first as long as it charges my telpad and I can use the speaker phone. But when I went to pldt for repair of the broken screen, they charged me 3000 upfront. Good thing I carried cash that time. That was 2013. They said better to repair than replacement coz it would cost more but not more than 4k. They asked me to wait for 3 months. They were kind enough to give me a service unit which I wasn't able to test. The telpad they gave me was an old one. Too slow. The handset was worst than what I surrendered for repair. I can only use the speaker phone. After a few months, it's no longer charging the telpad. I kept on making update on my own unit and told them i'm willing to pay for a new one since it's taking so long. They told me unit replacement will take like 6mos to a year. It's been 2 years! If I wanted a new one, they said I have to apply for a new one.

It's hopeless! They keep on calling me for additional subscription for their other plans... No way!

We are so frustrated to the service of PLDT since the time we had the line we always experience a No Dial tone to our home phone, and the billing can't even understands, I upgraded to regular phone to telepad then when I received my bill it bill twice my monthly, and they say it is a pretty ajustment bill of what? The Sales Agent did not inform about us this. And this June 05, 2015 My wife called the hotline service 171 due that we found out the night of June 04, others no dial tone and they give as the the reference [protected]. Day pass by different alibi we heard from the Customer Service, they don't even know how frustrated we are especially this our Identification to get our pension. Then when it come to payment you want right away, my wife is sick and this is not helping. Till now we don't have dial tone.

Bakit ba napakabagal ng internet connection namin 2, 579 ang monthly bill namin pero laging 1.4 mbps lng kadalasan, kapag tumawag naman kami laging sinasabi na pupunta dito ang technician nyo para gagawin at ayusin daw pero hindi naman, ano ba talaga sayang lang ang binabayad namin, gawin nyo naman kung ano ang dapat... Salamat po... Franklin g. Yauder

Good Day PLDT
Gusto ko lang po sana mag complaint on your service kasi po it's been a week na until now wala padin kaming internet connection parang sayang naman po yung binabayad namin kung ganun marami kaming important emails na kelangan mabasa on time here's our tel number [protected]. We keep doing follow ups sa customer service nyo pero parang hindi nila alam yung gagawin nila puro sila reasons na may problem daw sa main system na we have to wait 24-48 hrs. Man it's been 168 hrs already tapos wala padin actions na binibigay kahit technician wala padin pumunta dito samin to fix our problem. Tagal na namin naka subscribe sa company nyo tapos ganito lang bibigay nyo na service?
Maraming salamat po

Its already may 2015. I was really shocked after I received an email from pldt stating that I was not able to pay my february 2015 bill. How come? My company always pays on time and updated. The fact that I still able to access my internet right at this very moment is already a very big question. Why is it I was able to access and view this entire thing. My point is, this pldt automatically cuts off your subscription the moment you fail to pay a single monthly obligation. Pldt its already may you should have cut my connection long time ago. I suspect another chinese related technology glitch in their stupid system. . . Heres an attachment to further facilitates us all.

The connection fluctuates and I have to reset the modem once in a while. And this will not work on a bpo type of business. Also I have a complaint about the subscription and I don't understand why it takes six months and more just to downgrade a service. I've had enough. That's it.