Philippine Long Distance Telephone [PLDT]
Reviews and Complaints

We had an internet service in cavite. We moved out of the house and processed the disconnection of the internet in the right manner they told us to do so. We paid all the necessary fees to have it up to date and disconnected.. The people in the office told us that it would be done. A month later we received another bill from pldt.. I called them to ask them about it and they said that it might have been a mistake and that it would be taken care of.. The following month I received another bill from pldt.. So now the bill is 10k.. I called the customer service again to inform them about it.. Again they assured me that it would be taken care of a. S. A. P.. I told them that it better be taken care of because I use the internet as my livelihood. The 3rd month came around with another bill from pldt.. Now it is 15k.. I called them again and they assured me once again that it was an error and it would be fixed up.. Now I am trying to apply for a pldt line again and they keep telling me that my name has been black listed because I haven't paid my bill.. I went to the branch in dasmarinas to talk to them about it and have it cleared up.. They said they have all the records for the disconnection order and everything was paid in full but yet my service was still on going.. Again they told me it would be fixed.. I applied again for a line only to find out that I am still black listed for their incompetence as people to do anything. If this is not fixed soon I am going to take it up with a higher power..

Dear pldt,
It's almost one week since the los of our router started blinking. I already went to your main office here in our city. I've stated my complaint there and they told me that they would call me 8-24hours after the talk. It's been 104hours since that day. I tried to call you also and I never recieved any calls from you. Why are you that hard to reach whenever we need help with some technical problems? I am honestly sick of your poor services. We pay well yet you don't entertain our problems immediately. Tch

For 23 days now we have been under a bad internet speed and ping. Before 2015, our ping was around 31ms with the download speed of 4.9mbps. After 2014 however, january 1 2015, our internet has been dropping bad, our ping has been between 47ms to 157ms and our download speed has been between 2.9mbps to 3.5mbps. We called tech support numerous times. Demanded for a supervisor, always not available, never been available actually. A technician came here once, he didn't do anything but just told us he couldn't see any problems. I told him "are you not seeing the speedtest results? I recorded everything". Technician told me 47ms is still good and the download speed will never be perfect. I called tech support again after that day since it was getting worst, I often get speeds of below 4mbps and speedtest now often shows spikes. Whenever i'm working my pages would load slow, my online games will always show me with the highest ping among other players including those who are only under 3mbps. The technician who called me told me it's up to me whatever I decide, he was, in a way, telling me it's up to me if I should just cancel my account. It is hard for us to signup with all these lock-ins and contract agreements telling you once you sign up you can't escape and when they are the ones unable to provide their part of the bargain they can easily tell you to quit? They finally told me after a couple of days that I am affected by an outage, called my relatives and friends and their pldt 3mbps dsl is fine and can even stream without buffering delays. We had no choice but to shut up, we waited for days, weeks, then suddenly received a text message saying the case was closed. I did a speedtest and it was worst, I had them reopen the case. After a week or 2, another text message saying it was closed, I had to call today to again reopen this. Nobody is helping us, they expect us to surrender, we pay on-time, no delays and in full yet we are getting crappy service. I even tried emailing customer support instead but all they do in every complaints that I send is reply with an automated or pre-formated response saying "we apologize for the inconvenience, rest assured we will escalate this case to higher heaven or something. Are we really supposed to be defeated like this? Pasensyahan nalang kase nagpaloko sa pldt? This is not right, pldt thinks we owe them for accepting us in their services. Sila nga raw ang #1 dsl provider so iniisip siguro nila d sila iiwan ng mga customers so kahit 5mbps account not a big deal for them. We are at lost at the moment, wala kaming alam na mapuntahan or mapag-complain. I don't even think may laban tayo sa malaking company nay an pag dating sa kasuhan pero hindi na tama to.

Please be informed that our landline (2604988) is not functioning and no dial tone since december 2014 !
And the internet connection under the name of shem sulinay in bible baptist church 55 katipunan street cebu city is on and off almost three months.

Please visit us in the address mention and call me in this number ([protected]/[protected]) if you're lost going here !

Thank you
Michelle sulinay
(Sister)

We filed for an address transfer on November 19th, and we were told it would be about a week for the installation team to hook up our service at our new address. It is now December 29th, one month and ten days later, and we still do not have service. The level of incompetence from your installation staff, and your customer service staff is beyond words. First whoever handled the initial transfer request did not enter in the new address. Then the installation staff did not bother to call to find out what the address was, we know you had our phone number on file because you sent us 2 texts apologizing for the delay. We found this out after we finally called to find out what was taking so long, the Rep then told us that everything was corrected and someone will show but no one showed up so I call again just to find out that all the interaction I had with that rep was not notated, today is my 7 times calling you if I'm not mistaken but still not settled was asking for a supervisor today on the two rep have spoken but doesn't care first rep seems like doesn't hear me and second rep said that supervisor will call me back so bad customer service, not to mention that pldt build us one month in which we don't have any service.
Pldt should have fully equipped people that knows what their doing being a customer service!
By the way phone number [protected]

For the past few days my internet has been horribly slow compared to a few weeks ago when it was undoubtedly at 250 kbps and now I would be lucky to get even over 30 kbps we've tried contacting Customer Service but they say the exact same thing again and again "Madam/Sir we are working to fix the problem" and i'm fed up with it our internet has also been increasingly unstable and it keeps disconnecting and reconnecting at will it seems like the guys over at PLDT haven't been paying attention at all to our problem and i want them to actually work on getting this problem fixed and not try to reassure us on the fact that they're fixing it well newsflash PLDT customer support: it's been weeks and nothing's changed if you guys can fix it or if it's even within your capacity to actually work and not repeat the same line again and again i'm pretty sure that a team of so-called "experts" would've been able to fix this but apparently not so if you imbeciles could get to work and fix you're internet problem then maybe you guys wouldn't be getting so much flak from everyone from being one of the worst internet providers in the Philippines. Also i would love to show you how fast my internet was before you guys screwed it up or whatever you ### did to it but i didn't know you guys would throttle our internet to the point where it takes 6 hrs to download 60mb so if we could get our internet back to faster-than-pocket-wifi speeds then that would be much appreciated. And take note that we are paying for a plan not a simple pocket wifi plan but an actual plan for reasonable internet speeds not turtle-slow internet speeds and if you guys would be able to fix this then that would be very much appreciated

we're having a problem regarding with the internet connection and dial tone from dec. 20 up to now dec. 25, 2014, one week before dec. 20, 2014 there's already a technician who came to fix with the same problem because we didn't have internet connection and dial tone for 2 weeks, we have call for one week before the technician came to fix it but after one week the problem seems to come out again. what really pissing me off is that starting of the year 2014 i have to call PLDT almost every month for the same issue and their reason is that the problem is with the main company, because they're renewing something, why don't the billing system got problem, even we don't have internet connection and dial tone the bill still sent to us, it's like openly stealing money from us, and renewing for a year is too over, 2014 is about to end and 2015 is about to come, wish that PLDT can fix it as fast as they can.

We are using pldt-smart home bro internet for a couple of months since early of may if im not wrong.last first week of dec, we encountered a problem, at first we thought its the computer that has the problem but then after 3 days, we decided to call pldt, Santiago city branch to come over and checked whats the problem, I was hoping they will come the next day but instead they gave gave a number to call for us to complain, to think im already cpmlaining at them personally. they are good in playing hide and seek! one time they offered us to do a job under the table, now what they can offer only is to disconnect the connection and pay them the reamining months, how stupid s that, they know how to install but they don't know how to repair, they are idiots! the customer's service keeps on telling me they alreadt send a technician to come at this day but nobody came, we are paying here and we don't get the service we deserve, pldt-smart sucks!

The employees in the branch have really little training and have no place being frontline with regards to costumers. They were rude and insulting. They didn't know their own company directives. Frankly, that's not how any professional, let alone, nation-wide business should've handled it. The whole experience was so off-putting that the goal of applying for an account wasn't even accomplished.

We have three landlines, the first land landline was down for about a month now, since October 2014. We already called 173, this is an automatic answering machine where they take's call and verify your number and gave you Repair Report Number. After three week, from the date of reporting the first down landline, our second landline was down and we did the same process, its now December 2014, and we have seen any response from PLDT, THIS IS THE WORSE SIDE OF MR. MANNY PANGILINAN, THE OWNER OF PLDT. he did not train his PLDT personnel to response to our request for support. IF I HAVE ANOTHER OPTION, I WILL RATHER GAMBLE WITH NEW TELEPHONE PROVIDER.

PLDT has the worst customer service in the philippines
PLDT does not care about its customers at all. Let’s compare pldt to other services I have had in philippines.
Sky cable — I went to their office informed sky my channels did not match the tv guide they sent me. The next day they sent two people out and fixed the problem.
Bayan telecommunications — I called bryan because one of our computers had problems signing on to internet. Bryan sent a repair technician out the next day to reset the computer and router.
Metropolitan naga water — I went and informed naga water that our handle on the water main was broken. Naga water sent 3 men over the next day and fixed the problems.
Pldt — I talked to pldt & informed them I was not getting bills and my equipment was not set up and was not working correctly. After 4 months and contacting them over 20 times plus sending them 3 certified letters. I got a letter from them wanting money, after 5 months they just sent me the bills from august, september and october. Also in august I got my june bill but still no offer to fix or replace the broken equipment. Only demanding money for service I am not getting.

No service for couple of months. The company's customer service sucks. They just answer call but does nothing even if you have called many times. No escalation of complaint. PLDT have a subcontractor doing their line works and they job is below the scale of poor service. They just go to the village then does nothing. They have fixed the connection a couple of times but just for a day then line get disconnected again. There was even a time they fixed the line but the lines were screwed up i got our neighbor's line and another neighbor got mine. I got information that these subcontractor workers are doing scam providing illegal connection to their own clients that is why they make up stories that the cable lines got stolen. I do not buy their stores since not all of us have no line and our service just keeps on and off. It means that they are just juggling with the line to cater service to their illegal clients. Hope PLDT can check this out.

august pa ko ng complaint till now wala pa rin feedback ang PLDT regarding sa downgrade ng DSL and also my billing, continous pa rin yung 1800 instead 1250 hay naku sa branch na nga ako mismo nagpunta para matapos na kasi pag sa call center kung ano amo sinasabi na di pa alam kung ano yung mga dapat ibigay sakin na info basta lang may masabi sila, sana na naman maaksyunan na yung complaint ko october na po. thanls

We are an online marketing business that relies heavily on a reliable adsl connection. Unfortunately, our experience with pldt, our adsl provider has been a huge nightmare on a number of occasions.in the last 3 months alone, our adsl has been down twice! The first time it was down by 2 weeks. The second time, being from last monday, the adsl just didn't come on. When we called pldt's support department, we were told that we were part of a planned migration and that our adsl would be up within 30 minutes. We were never notified beforehand that a migration was planned. Even so, if a migration was to happen and many clients would be affected, why would they not do the migration during the weekend or after hours? Are they that arrogant to assume that all the business customers would just sit back and accept the fact that their business would be affected greatly? Surely they should have notified all their business clients so at least a contingency plan could be put in place.
Well, 8 days later, after countless number of frustrated calls to their support department, who changed their stories countless number of times. For 3 days, they said it was a migration issue. Then they sent out a technician who then said the problem wasn't migration but it was negligence on the pldt part because they should have attended to the matter earlier. They also said that there is a problem with our pldt supplied router. They suggested that there was no interface between our switch and pldt supplied router. So instead of analysing the problem, without even verifying what it is, he stated that the problem was with the router. Then, 4 days later, they said they were still troubled shooting but were not able to offer any solution. They never came back to us with any reasonable solution.in frustration, we logged in to their modem this morning and found out that the dns server that are automatically provided to the pldt router was wrong. We called pldt and told them about our findings. They then provided us with the correct dns server, which we changed in the pldt router. Since then, everything is working normally.
This is after 8 days! They were not able to provide us with a solution! Shouldn't that be the first place they check? What were they doing for 8 days of troubleshooting? We rang them every day for 8 days, up to 5 times a day and every day they told us they were troubleshooting!
It seems that the left hand doesn't even know what the right hand is doing at pldt. Their technical department certainly has no idea. We would have spent a few hours of our precious time during the 8 days trying to find a solution and ultimately was provided by us in the end. So much for client satisfaction! There is absolutely no satisfaction whatsoever.

One of our PLDT phone lines went dead almost a month ago - last August 25. We've been repeatedly calling, emailing, and even sending someone to their business office to have the line checked and repaired. It's already been 4 weeks since then and no one has even bothered to come to our office to check, let alone repair the line.

We asked PLDT to install a business DSL plan to our company May 17, 2014 but apparently the engineer who went here and did the wire work wasn't able to install it and he went awry. We have called PLDT million of times to ask them regarding the installation of our Internet. Our modem was just replaced July 2014 yet we have been charged amounting to 13, 889 pesos for what they claimed bill for our usage since May. Like I said, we weren't able to use the service since it wasn't installed May 2014.
We have talked to the staff of PLDT and visited the Business center as well to deal with this problem, hence no action was taken. We have received an email, August 31, 2014 saying that our request has been granted. But yesterday, September 8, 2014 we received a bill from PLDT amounting to 18, 659 pesos already. We are not willing to pay the whole amount. We will only pay the months that we have used it: July 2014- present no more no less.
I wish PLDT Business center will do something about it.

We were no longer receiving our printed monthly statement for a couple of months and so we registered on their site to get access to our statement online as it is also very convenient on our part as we always go online however we can only view the summary of our monthly statement but not the details of usage etc. We raised our concern to their customer care department via email last July 17, 2014 and got a response 2 days later that it is being looked into. Days passed and then it turned to weeks. We made constant followups and the response was always that they are looking into the issue and it is on top of their priority. In every email, we noticed that they are using the same email template in every response and it will always take them 2 days or more to respond to my emails. They did not even had the time to change the font color since it is evident that they only changed the name of the recipient in their email template. Now it is already almost the end of August but our issue still hasn't been addressed. We are still not able to view the detailed history of our billing statement.

This is to file a formal complaint regarding replacement of Polaroid cellphone availed under plan 1459 with account no. [protected]. Since the units (tablet & phone) were delivered via counier (speedex) only we just accepted the units in good faith; that the units were in good condition, to our dismay the unit Polaroid phone has been replaced four times already which the replacement given were also defective. The phone is for replacement again, up until now, we are still waiting for the feedback. Insist for the replacement immediately since the account 's running already. We are not amenable for pay the monthly charge due to this concern.

Just lost my employer because of pldt homebro's unreliable connection today! I fully rely on the internet and its speed since I work online, blog, chat and interact with my boss. I've called their hotline numbers for concerns, chatted them on facebook more than a week now and still no reply up til now. Connection disconnects every 10 seconds and if ever I can connect, the speed is so slow that I can't even open my gmail.
Another evidence of how slow their connection really is; I tested my internet speed and guess what, an astonishing 0.1mb! What can such speed open or browse? Nothing! Such a load of useless crap kind of service they have wouldn't you agree? But when it comes to billing reports, payments and such, they're really fast! And mind you guys, they're bandwidth cap is a world record super small 3gb a month compared to other isp's 3-5gb a day! And their fliers, homepage and other marketing paraphernalia doesn't clearly state this out so if I were you, never subscribe to pldt, you'll just waste your money and gain a lot of stress...

Many residents in Los Banos Laguna have no phone and internet since typhoon Glenda. They would not repair even if many people are comploaining everyday. Customers are tired complaining. It is their tactic- to make customers get tired of complaining until no one complaints anymore. They are very good in making customers pay but cannot repair. They have the worst service. Also PLDT wants their customers pay even if they (customers) had no electricity due to the typhoon. This scheme made them rich, makes them rich and will make them richer in the days to come when typhoons come.

If they cannot repair, take down all their cables and leave their office in Los Banos Laguna. Never comeback. Stop fooling people!