Philippine Long Distance Telephone [PLDT]
Reviews and Complaints

On a call, requesting for a manager due to incompetent service received multiple times (JOB ORDER i was given was not logged! So I have been waiting for NOTHING!) and manager refuses to get on the phone! He/She continues to play pass the message with Staff Joanna (C10564). Call is now 40 minutes long as of typing and the manager still has not gotten on the phone. If I can't get compentent staff and no respectable managers, how do you expect me to remain a customer? I cannot even get decent customer service!

JO [protected] acct no [protected].
I request line transfer since may 1 2019. until now it's ready for installation but ontop of several call. it was never installed.
every time I called operation always just mentioned that it is endorse to their back end support. can I request immediate resolution to this issue. when I call 171 they just ask me to wait for 24hrs. it been 2 months like this.

Good day,

We applied for a PLDT Wifi plan 1699 last June 23, 2019 in one of your branches in SM Sta. Mesa wherein they told us after the application to wait for 3 weeks before installation.3 weeks have passed, no staff came to our house or even made a call. We then went back to PLDT on July 11th 2019 to follow up on our application for the PLDT wifi and told us if we had an account, we didn't know we needed an account because they did not provide us with a copy of the account.After the follow up, they told us that our request for installation is in line and we have to wait for a week. A week passed, still no sign of a call from PLDT or a staff coming to our house. We came back for a second follow up on July 21st 2019 where they told us that our application for PLDT Wifi Plan 1699 is not applicable for our area that can only handle 5 mbps (Plan 1299). So we decided to change our plan 1699 to plan 1299.The staff told us that we need to wait again because changing our plan to plan 1299 would take some time(the staff stated an estimate of a week or less for it)

They could have told us during our first follow up that our area could not handle 15 mbps.They even told us that our installation is in line and that we only have a week to wait but then on our second follow up, they told us otherwise? Is it hard for your computers to detect if a certain area is not applicable to the plan we applied for that it needed to take almost 2 weeks?

EXTREME/GREAT/OVER/SUPER D I S A P PO I N T M E N T ! ! ! !

I applied for my PLDT Fiber Migration (Here at BONI Mandaluyong Business Center), A certain Ms. EVA accommodate me and told me that she will first check if there is an available slot for my location. She told me that she will give me a call. 2 days later, I received a call from her and it was a good news that there is a slot for me.

I came back to the business centre to sign a few documents and she even asked me to take a picture of the contract. She then added that it will take about 2-3 weeks for the installation that was 4 July 2019.

So I've waited and on the 20th July 2019 (Saturday), a line man by the name of Robert called me telling me when can he install the fiber migration, since it was sudden, I told the line man that he can come over the following day (Sunday, 21 July 2019) and the line man said yes. I have waited for him the whole day but he did not show up, but that is okay because that day is Pacquiao's fight, maybe he watched as the entire country did. SO the next morning (Monday), I also waited for the line man to show up, still a no show. So the following morning I started my follow up to 171 religiously every day; on the 24th July 2019 (Wednesday) the same line man (Robert) gave me call again saying that he will come again for the installation that Saturday (27 July 2019). Again, to my disappointment and dismay I waited for no one . . . . Since then I do my follow-up to 171 getting the same and answer and update.

On 29th July 2019, I came back to Boni business centre to report what has transpired since my application, I was entertained by a lady (forgot to get her name), she told me that she already made a report and she requested the line man to come over on the 31st July 2019, she even asked me my preferred time and I said if possible in the morning/ So again, I waited and no one came? Until today, I followed-up with 171 only to be updated that the status is there are no available slot for me? So to my GREAT DISAPPOINTMENT I came back to Boni business centre and there a Guy accommodated me (forgot to get his name again) but this guy is RUDE, he told me that, that what the record shows that there is no slot available and I told him that it is unacceptable because they made me believe that in 3 weeks I will get a Fiber installation? I said to him that it could only be the escape goat of the back office or line man because their time frame already elapsed and they did not managed to do their JOB. The guy said that, that's it he can't do anything! What a way to end my decades of Subscription, you just lost a CLIENT!

I've applied for internet service last June 25th, 2019 from PLDT office in Bacolod, Negros Occidental and was told it will only take 10 days for it to be installed. Until now, no installer showed up and I didn't receive any call. I've already made 4 followups but it seems nothing is actioned. It's more than 30 days now! No updates of the status of application too. Poor service!

Yumaon napo ang mother ko she passed away Nov 10, 2018 at naka pangalan po sa kanya PLDT service namin. Ako po na anak ng Mignon Vitug na si Aualex ang nagbabayad ng bills nito. pero kahit masugit na nakaka bayad kami kada 1st wk ng buwan sa haba ng panahon ay nakukuha pa ring meroon agad Due date at disconnection notice at mismong disconnection sa servicio kaya kadalasan po ako lagi pang nakiki usap para wag sa disconnection kahit tignan nila sa records na masugit kaming nakaka bayad tuwing unang linggo ng buwan buwan sa haba ng mga taon. Wala po namang nag susweldo ng 24 pero mga ganyan po agad ang due dates nila.. ganoon din po at lalo na ang Meralco. Masyado po maaga due dates nila daig pa ang USA.nanirahan ako sa Amerika pero wala akong naging hang ups at mas masahol sila maningil dito sa atin mataas na rates maaga pa maka pataw ng due date.

Agents kept on disconnecting my calls and providing misinformation every time I call. At first I was offered to have my service relocated from Bohol to Davao for free but since I dont have the address yet i was told to call back. When I called back I as tols that i have to pay for the relocation which was not the information provided the first time I call. Now I insists that I was told it is going to be free but the agent insists. I ask for a supervisor but agent instead told me to call back and disconnected the call. I called again and decided to just cancel my internet service and insists to not pay for the termination fee. Agent said that she requested it to be waived and that I just have to wait for a call within 24 to 48 hours but received nothing. I called back today which was hang up by the agents twice! I was furious. Why are they disconnecting the call? I was not irate and was trying to be calm and professional. This is not a good service at all.please help me resolve this either cancel my service or relocate it for free. Call me at [protected]

My mom used to be receiving stock dividends from PLDT until it stopped. So she asked my aunt who's in Manila, to process it for her since she's in the province. My aunt met Evelyn Alfapara (claims to be a PLDT staff) thru her friends, who tells her she can help since she did it before. My mom gave her an authorization letter and her SSS ID thru my aunt last October 2018 to process this in PLDT head office in Makati, but Ms. Evelyn said she failed to claim the dividends because she doesn't have a stocks certificate to process this and it can only be given to the claimant personally. When she informed my aunt regarding this, my aunt asked for her to return my mom's SSS ID and she said she will return it when she has found the time due to her busy schedule. My aunt asked for them to meet but she always makes excuses not to. She even told us she will just send it via LBC, but up to now she has not done it yet. As of now, she's not answering our texts and calls anymore and turns off her phone whenever we try to call her. We now have doubts about her motives and actions. We also fear she might use my mom's ID to do illegal transactions. Hope we could get a response. Thanks!

I'm a customer of them for almost a year now and guess what since day 1 I already have a lot of problem with them. First of all I requested my service to be migrated from DSL to FIBER so that It can help me do my home based job and this awesome company PLDT took them a month for them to fulfill my request and that is because of my everyday calling them thru cs service hotline and spoke to a lot of agent everyday being hung up on, disconnected and being placed on hold for almost an hour. Then when the day arrived that my service got upgraded last July 12 2019 it only took 5 hrs then BOOOOM my service went down. So as a customer I called their customer service and after all the troubleshooting steps we did such as reboot, reset, genltly pressing the patch cord at the bottom of the modem and still no good so the agent decided to create a technician dispatch and I was given a 72hrs timeframe to have my issue resolve ( 72 hrs including weekends as per the agent ). Guess what? Its already july 25 2019 and my service is still down. I kept calling them and same worst customer service experience again and no technician. I NEED THIS FIX. I'M LOSING MONEY, PATIENCE AND RESPECT TO THIS COMPANY.
Acct number : [protected]

Account holder: Melrose D. Fernandez
Address: Emerald St. Eusebio Subd. Cadiz City Neg Occ Phil
Landline: 4930755
Mobile :[protected]
Issue: telephone has no dial tone and internet has no signal
Please do immediate repair as we need the telephone and internet for our business.
Thank you.
Two days ago we experience brownout and after the power was restored we lost the internet signal and the telephone lost its dial tone.

It is almost a month that we reported our problem in our internet and telephone connection but until now, it is not yet fix. We always called the customer service for follow up and they told us always that there is already an assigned technician to fix our connection, we should just wait for the technician to call for update yet till now, there is no news/update we receive from the technician. It's really frustrating and annoying as it is already affecting our business.

I have first requested for my service to be transferred to my new address last 28 Apr 2019. After 3 weeks, pldt informed me via twitter that my request for transfer has been cancelled with no reason provided. I have already transferred to the new address last April 30 2019. Frustrated and disappointed i submitted another request via email.
To no avail, i went to PLDT Mandaue Branch last June 3, 2019 and was asked to fill out another form Specifically telling them that i have been living in the new address for almost 2 months. Running 3 months of no service and they keep saying that its been endorse to Engineering for survey. For survey. Always endorsing. No action.

I have requested to relocate last May 17, 2019, so the internet was disconnected at that time. And Reapply for reinstallation last May 21. Then, many days passed, no news for that. And I followed up this June 14, and decided to terminate my account however the PLDT reinstalled immediately last June 16, but still no internet, only the phone is working. And I made a follow up request since then. 2 times from June 17, and June 18, but still they have not closed the job order the reason why I have no internet.

My complain is I am paying continuously for the monthly bill still I have not used the good service from them. And though they immediately reinstalled it after my TERMINATION APPLICATION but still no internet, and it is an added cost to me upon terminating my account.

I have to transfer to a new address last February and so I was not able to use my services from my old address since then. With my wish to continue my services, I paid the whole outstanding bill tho I was not able to use it to have my services transferred since that was the requirement- to settle any outstanding bill from the old address.

I called in May 20 to request for relocation and was advised to send email to applications@pldt.com.phfor the request with my valid ID and account details. I called again May 22 and was advised no job order has been made yet so they said a job order will be created that day.Since then I have been calling almost every 2 days to follow up on my request and has been told that it's still in process and on the installer's end already. I have also sent a message through the pldt Facebook page and was promised that my request has been escalated and placed in priority.

The 2-3 weeks timeframe I was promised has elapsed! And here I am, no updates received either via call or email.I am the one who need to call to see updates and just few minutes upon writing this complain, I was told by the representative that there has been no job order made! I was so disappointed!

Not only have I lost income because of this but the time I have lost checking updates about my request! I paid as what you've asked. I think it is fair enough you install the service supposedly within timeframe.

I called PLDT to complain of extremely slow speeds, so slow that I'm not even able to connect to the website I work on (which requires very low bandwidth) and was put on hold for what felt like an eternity, as usual. I am supposed to be getting 20mbps bandwidth and for the first year, it was great. I was getting between 25 and 30mbps for that first year or so and about 6 months ago, it went to hell. I was now getting 11 to 12mbps and called numerous times about it and yet, it was never fixed. Today, my speed is 4mbps, only 20 percent of what I am paying for. I called the customer service hotline and waited 90 minutes before my call was disconnected. I wasted 90 minutes of my life waiting for my call to be answered and that's time I'll never get back. PLDT has always had horrible customer service and their services are pitiful. When their services work as they should, everything's great but the problem is, there are too many issues and problems that happen way too often and it takes them way too long to fix. In other words, PLDT is not reliable. As one of the richest companies in the country, you have the capacity to improve the infrastructure and offer a more reliable service...but you don't. Quite frankly, I find your company pathetic and I hope you go bankrupt!

Good Day,

We are currently engaged with one of the internet service of PLDT. It is a 3 year internet contract and we are now on the 2nd year subscription. It was last month since we encountered issues on our internet connection..We've called the pldt customer care hotline 171 and as advised, they will checked their system. But, the issues getting worst, we can no longer connect to the internet even our telephone. after a week of first call to follow up our concern, they advised again that they will checked again the system..to our dismay, since even our telephone were disconnected, we decided to go to pldt office bicutan branch. but, we are very much dissapointed with their sevice. we came by 2:30 and as of 4:00, we are still waiting for our number to be called..i observed how they accomodate customer. here are the concerns : not all counters have employee to attend customer concerns. it takes 15 - 30 mins for them to talk with the customer. everyone are complaining, there are scenarios that the customer were very angry and also, one who fell asleep while waiting ( laid on the chair because of dissapointment and tiredness). as of today at 4 : 07 pm which i am writing this complain, we are still waiting. PLDT should know how to manage all customers carefully. services should come with proper customer accomodation specially if there are issues. if your company doesnt want any complaints, your company should have atleast provide better service.

We applied relocation request last May 27th, we were given a service order for installation S/O [protected] a week later and was advised that installation was supposed to be last Friday June 7th, we will be contacted by field installer/tech, yet no one has ever called us.
We called customer service and was informed that they will follow it up, sadly no one seemed interested enough from your end to help us, we spoke to a total of 10 reps (and counting) since we raised a requested but until now we do not have any connection.

We have followed all instructions and paid our bills in advance when we were asked to. Would you be so kind enough to help us with this concern? It costed us our time and work just to follow up every single day.

You can reach me on this email [protected]@yahoo.com

Thank you.

Good day,

I called your contact center to complain about my upgrade to fiber unli plan, I emailed your office about more than a month ago to tell you thaw I want to upgrade my line, but alas the call center agent told me that the line run out, how can this be when I emailed you a month earlier, I am pretty disappointed about this issue, I called several times, and all there were saying is they will sens an IT to replace my line, NO ONE CAME! NO UPDATE! and now they tell me that I ran out of slot for the fiber line, and inspite of that my DSL is slow DL-8mbps UL-0.40mbps, they said this is because of the migration of my line, and now they tell me I ran out of available fiber ports? What the freaking reason was that!?, I demand an explanation for this, I want to talk to the Manager, you can reach me at this email or call me at [protected].

P.S.
Here is some useful informations.

Pldt account number
Edison Garcia

Blk39 Lot89 Rose St., Sarmiento Homes, SJDM, Bulacan

[protected]
[protected]

Fiber order number
[protected] - migration ticket
Ms. Lei

[protected] - dsl ticket 72hrs
Ms. Moore

Ms. Gwen
Mr. Kiel
Ms. Dess

The names are the agent who entertained my call.

Hi! This is Gener Guanzon. I'm one of your subscriber. I have 2 activated lines with you guys. But I have a bill problem with one of my service. I called in last month regarding my bill and I talk to someone. She said that it will be credited to my may to june bill but it was not. I called in 5 days ago and I talked to Jen about my bill and she helped me and coordinated it to her supervisor which is catherine id # ct004. Her supervisor called me 3 days ago regarding my complain and disputed amount from january to may. She was able to dispute and approve 544.95 pesos. And they vouch it and manually deduct it from may last months bill which is april to may bill. However, that's not enough. My plan is 1699 yet im paying more than what i am supposed to pay. So she calculated it every month. I was supposed to get 1650.95 in total but they were able to provide me 544.95 credits on my account. So there's still 1105 pesos needs to be credited back to me. On the 3rd day i called in again and talk to a supervisor named Noel id # c104. Im not sure if he provided me correct info. He said that he cant help me because there's no available support group. He was in a hurry to go home that day. We argue about the bill. It takes more than 1 hour after that he hang up on me. He was rude and he was not professional. He even made a grave offense hanging up on me. Today I called in again regarding that. I was able to talk to cel then upon coordinating it to her supervisor for some unknown reason the call got disconnected. I called in again and i talked to mj same reason and he hang up on me. I called in again and talked to Em he hang up on me too. I called in again and talk to a tech support and ask then to get a supervisor but i was transferred to Ram. I asked for a supervisor immediately because of my experience. But he kept on insisting to access my account. So i did provide my information. But after that He never came back and hang up on me. This is really frustrating in my end. I am trying to fix my bill to pay it off and in that way i can associate my card for the automatic payment. But never did I imagine that I will receive rudeness and unprofessionalism. Please help me out to fix it. I wanna pay my bill too. I haven't done it so because of this problem. This is unacceptable. They made a grave offense and some of them access my account without my permission. This is really something that needs to be address with. Call me at [protected]. The phone number i am having trouble with is [protected]. Please help.

Hi! In November 2018, we were offered via telephone by a PLDT customer sales agent to avail of a Fam Cam. We availed of the offer and the fam cam unit with serial number QE8B2F5004289 was delivered to my house on November 16, 2018. The delivery man informed us that they are only in charge of the delivery and another party takes charge of the installation. With this, we are being billed and paying a monthly amount of P499.00 (inclusive of tax) for the cost of equipment and supposedly the service.

However, despite continuous payment and several follow ups for installation, the fam cam has not yet been installed and set up until the present date: May 24, 2019. This is more than 6 months after delivery of the unit.

In this regard, we request for immediate installation and set up of the fam cam unit. Otherwise, we will request for refund for payments made for the unit and service.

Thank you.

Philfred Q. Villamayor
Account number: [protected]
Telephone number: [protected]
Email: philfred.[protected]@gmail.com