Philippine Long Distance Telephone [PLDT]
Reviews and Complaints

I'm Tomas Noda III and I'm so dismayed and disappointed how PLDT addressed the major cable trouble here in our area (Rizal, Guagua/San Roque Day, Lubao) that affected us and other subscribers. A delivery truck hit a cable post in front of our house last May 10, 2019 that damaged the PLDT major cable here including ours of course. The major cable was only restored last May 16, BUT our connection was not included! It was restored just now, May 21, only after my mother went to your local branch office here in Guagua. There was a negligence committed here. Why did the technicians who restored the major cable last May 16 did not include our damaged cable when in fact this is the very spot where a truck hit the cable post?! Say bandang huli naging isolated case pa kami! And sa totoo lang yung pag restore ng major cable was even late, 7 days after! And ours 12 days! Kailangan at least mareprimand kung sino naging negligent dito. Was it the contractual repair men? The local branch office who knew the problem but only acted when the mother of the account holder personally went to the office to complain?

Newly installed fiber plan w telephone line amounting to 1399. Prompt ang installation within 5 days on line application pero prompt din nawala ang connection. April 29 natapos installed ng 1:30pm. Nawala ng 7pm. Na resume ng may 2. Nawala n naman ng may 7. Long time waiting dahil nagawa ng may 14 nawala naman ng may 17 hay nakakaumay. Gusto ko n idisconnect na lang. Pero lock in ng 36 months. Ano b dapat gawin? Umay na umay na ako tumawag at follow up. Papayag ako kahit 1 month bayaran kahit d nagamit ng maayos at forever na lang ako iban. Nakakastress kahit kumausap k ng visor ihang k ng matagal. Yun huli gumawa noong may 14 ask k ilang araw lang kami makakagamit sabi niya forever. Sigurado k ang sabi ko. Ganito na lang mam ibibigay ko syo cp ko pag may problema itxt mo ako. Ganun eh di magbabayad pa ako sayo. Oo naman mam kc outside job n siya at kung tatawag k sa pldt matatagalan.

This is so frustrating already. We are a food service company whose 1/3 of the revenue are from food deliveries. We noticed that ever since the mass termination of PLDT employees, our store trunk line has been unavailable 3-4 times a year and sometimes it will take more than a week before the problem is rectified by PDLT. We are losing thousands of pesos every time this happens and we don't see PLDT is committed to ensuring their lines are operational and free from downtime.

For 2019, our San Pedro branch has yet again experienced another downtime (2nd time). The trunk line has been unavailable since May 7 and unfortunately it was not rectified even before Mother's Day. As of today, our trunk line is still down and no technician has ever visited our store for repairs.

Is this intermittent downtime a sabotage job of erring former PLDT employees? I don't understand why is this still an ongoing problem not only for 1 store but for 4 of our stores as well? As a business owner, I'm very frustrated but we don't have a choice of transferring to another telco.

PLDT, I hope that you stay committed to your customers. We subscribed to your services as we thought that PLDT is a premier business partners for small and medium scale businesses. But this is not the case. We pay our bills on time expecting the service we rightfully deserve but when the lines are down, you tire us with your pathetic customer service and account managers.

Our issue has been escalated several times. One of the supervisors assured that there is someone (technician) will fix the issue and no one came. I called customer service several times and they always hanged up on me everytime I ask for a supervisor and place me on hold for more than 1 hour. Even the supervisors are rude and releasing the call as well.

I own a business in Cubao, which services foreign companies abroad. One week ago today May 14, 2019, i contacted the Customer Service line to let them know that my internet was down, and my business was at a halt, since we could not communicate with our customers abroad. I was advised then, that they would send someone to connect a new modem, since the last one was a relic.
They never came! I have been calling everyday for one week, pleading service, as the loss of income for the business is huge. Still..no reply or contact. Its not the first time we've experience this lack of care and professionalism. PLDT seems to be an embarrassment for the Philippines and they should not carry the country's name in its title.
We are looking to transfer our business abroad.

We live in Camella Bulakan and have Unli Fibr 2899 Plan under PLDT for more than 3 years. We are moving to a new house, from Phase 3 to Phase 4 still inside Camella and applied for a new pldt fibr line to the new address last April 2019. An agent (Yuan) came and did a "survey". He said that we are far away from the box, about 14 spans, and might find it hard to get installed. Told him how cone our neighbor, the house just in front of us, has pldt service. He said maybe they "went under the table" to get installed.

Last Aparil 30, Eric Mendoza, an installer tech from Protek went to our new house and talked to husband. Sabi nya hindi daw kami ma-installan kasi ang layo daw namin (mga 20 spans) at sinabi ulit namin na bakit ung nasa tapat namin eh meron. Sabi nya, kung gusto daw namin ma-installan magpapapunta sya ng tao para maglatag, hanggang 10 spans lang daw kasi ang pinapayagan ni pldt at ang bawat poste daw na lumampas ay isang libo! Tu awag ako kay Eric Mendoza para linawin kung dun ba kami magbabayad sa tao o sa pldt. Kasi hindi naman yata tama na "maglagay" kami para lang makabitan. Sabi ko bakit nila sinasabi na isang libo isang poste. Hindi daw kami makakabitan dahil malayo nga daw kami. Sabi ko sa Camella, pldt lang dapat nakalatag at yung kapitbahay namin ay may connection. Naghanap ako ng manager at supervisor pero wala syang naibigay. Hanggang ngayon, hindi pa rin ako binabalikan ni pldt. Grabe ang fraud at corruptuon sa PLDT/Protek. Alam ng mga ahente at installer technicians ang kalakaran at sila ay nanamantala ng mga customers.

Maghanap kayo sa mga forums sa interner at sinasabi ng mga tao ang mga lagayang nagaganap. May kaibigan ako taga QC, nag apply din sila ng fibr pero sabi kailangan daw para makabitan yung papasok sa kanila, 10, 000 pesos! Meron mga 4-5 na willing maghati na para sa 10k na offer ng mga manggogoyong installers pero yung kaibigan ko nag try sa Converge at nakabitan sila agad. Nung nalaman ni PLDT na nakabitan ng Converge ung kaibigan ko, biglang kinabitan sila ng pldt nang walang ka-abog-abog (nakalimutan bigla ang paninikil nila ng 10k).

Sa tingin ko masyadong malala na ang corruption sa installation ng mga new subscribers. Isipin nyo, meron akong plan, nagbabayad ako ng [protected] pesos kada buwan (bundle with smart pocket wifi), pwde ko ilipat nalang ang connection pero sa nangyayari ngayon, mas maganda yata na magpa-disconnect nalang kami at kumuha ng ibang service.

Our internet connection was down since Apr28. I called their hotline 02-888-8171 to report the incident last Apr29 morning, I was advised the acct is active and they will ask their tech team to check the issue. I followed up Apr30 morning and was told that testing/checking is still ongoing. Apr30 afternoon - same thing. May1 morning, they told me they are doing some upgrade and expect the internet to be up by afternoon, which did not happen. I called again last May1 afternoon, but they just keep on telling me the same thing that restoration is still ongoing. May2 morning, they told me it should be up by 2pm, again it did not happen. Called them again in the afternoon telling me expect it to be restored by May03 noon time. Everytime I call them, I talk to a different agent, and they give me different information. No firm commitment. They do not care how pissed the paying customers are. They only provide alerts when your bill is due, but not on closing the issue. They sure have the worst customer service and they don't care because they monopolise business in certain areas. I hope PLDT customer service improves and my concern gets resolved soon.

Please be professional naman po.. Ngbabayad kami ng kumpleto pero ang service nyo is kulang2.. Our internet is down for 4 days now then after tumawag sa hotline ang sagot is 24-72 hours ang troubleshooting.. Kung di nyo kaya mgserbisyo ng tama huwag kaya maningil ng tama, mgkaroon kayo ng initiative na mgrefund.. Ngpapayaman ang kumpanya nyo sa panggugulang.. Magkaroon nman kayo ng kunting hiya, hindi puro garapalan lang..

Alam ng teller na andaming customer na naghihintay na matawag ang number nila. And yet, hinahayaan ng mga teller na makasingit yung mga kakilala nila. Not that q big issue pero mas natatagalan kasi ang mga customer na naghihintay especially yung mga may work pa.

Specifically the teller in counter 4. Masungit na nga nagpapasingit pa. May time pang mag cellphone2x.

Good day. Gusto ko po sanang ipa-activate ang account namin under my name, Joynessie Jose. From February up to now, April 12, 2019 wala po kaming internet connection and dial tone. 3 months na, hindi pa rin naaactivate yung account ko. Wala kaming billing statement kaya wala kaming mabayaran. Hindi naman ganito katagal ang naranasan naming account activation sa previous internet connection namin. Sana po ay matugunan ninyo ang issue na ito. Umaasa po ako sa aksyon nyo at sana po ay mapabilis na ang activation ng aking account number.

Account details:
Account name: Joynessie Jose
Account number: [protected]
Tel. No.: [protected]

You may contact me at cellphone no. [protected] or email me at [protected]@yahoo.com or [protected]@gmail.com.

Hoping for your consideration and prompt feedback to this matter.

Thank you.

since monday Apr 8 up to know Apr 12 wal apa din kaming internet wala pa ding dial tone! so punyeta PLDT ano balak niyo samin? singilin lang with your very unsatisfying service? i've been calling you at least 3x a day to fasten my request pero it seems na manhid na yung service repair niyo na until now friday na wala pa din improvement! baka gusto niyo idaan na lang natin sa tulfo to since pulpol naman ang service repair management niyo! hindi ako natatakot sa gagawin niyo mga punyeta kayo! kami mga clients mabilis kami magbayad kada singil niyo and yet you guys keep on giving us very very bad service! nagooffer pakayo ng fiber fiber e simpleng internet nga lang bulok na bulok service niyo! sige patagalin niyo pa bago kami aksyonan maghkakaharap tayo sa media ipapahiya namin kayo mga walang hiya kayo!

We are still waiting with our application, we applied 3 months ago and until now we still dont have any service, when we go to your office as per clerk we had a wrong address, then we request to change it. After changing we waited again for 1 month then we receive a call informing that we still have the wrong address, we go to the office again and the supervisor change our address, then after a week we had the contractor however they told us there is no space there for us for the connection, we tried to follow up informing that they will check again but then after we teied to contact the technician again but the technician blocked my number. We need assistance here with the inconvenience cause

Still NO FEEDBACK!

Good Day!

Concern: Migration to Kaasenso Plan 1995 + Landline Fee

Please be informed that we called [protected] and spoke to Ms.Hamilyn (authorized person) regarding the following details:

· MSF: Php3, 395 (Php1, 1995 for internet and 1, 400 for landline)

· Speed up to 20 mbps

· Refresh lock in 24 months

· Pre-termination fee (3 x of MSF of Php1, 995 for internet and Php2, 500 for landline)

· Timeframe within 2-3 weeks

· Free modem and installation

· Possible change of number

Should you have any concerns or clarification, please reply at your convenience.

We, Niigata Power Systems Phil., Inc. have no internet access since Feb. 12, 2019. This was first reported thru customer service hotline 177 under Ref.# [protected] and reported that PLDT have sent service crew on Feb. 16, 2017. Still nothing happened since then and our last follow-up call was under Ref.# [protected] dated March 5, 2019. Will you please act on this matter and likewise, we demand a rebates on our bills since the date we have no connection.
Hope to hear from you soon and God bless us all.

Ref. Tel 0444864285. Service interruption and adjustment request for sept 19-oct 29, 2018 was reported many times to 171, same with service interruption nov 28, 2018 to present. Additionally reported these through a letter of complaint dated feb 21, 2019 at the pldt gapan city office. To date, no action from pldt. Will ramon mallari, fss contact me

Requesting immediate repair to restore service and adjustment of bill due to service interruptions

Subscriber cellphone number [protected]

Hi PLDT,

I am Salustiano H. Tiedra a consumer of PLDT Home DSL, Plan 1299 for 2yrs already with phone no. [protected] and account number [protected], would like to let you know that I am a very dissatisfied customer. I started my service with you last February 2017. There has been a delay with the installation and we let that slip. Last year (2018 February) I moved house together with my PLDT service from Belarmino St Makati to UNIT 1735, 17/F Park Avenue Mansions 2662 Park Ave San Rafael District, Pasay City. Before requesting to move the service I was advised by the customer service rep that I had to pay my bill even if it's not yet due. So I paid my bill. I have been promised a lot of dates when it will be installed, but it was after almost a month before it was installed to the new house. I had a lot of trouble moving my service (aside from the Internet interruption multiple times for the past 2 yrs). It took almost a month before the service was totally moved to the new address. The technician promised a couple of times to install the service but delayed it. But that was totally fine with us as long as the service will be installed.

Now I moved again to a new house and here comes another trouble that really aggravated me as a customer. When I called Customer rep Last month January 2019, I wanted to confirm when will my Plan contract end. I was under the impression that the contract will end this February 2019 since I started the plan last February 2017. To my surprise, the customer rep told me that it will on February 2020. I told him that it should be this February 2019 because I started last Feb 2017. He keeps on telling me "No sir, you started last year February 2018" as if I don't know what i'm talking about. I asked him "don't you have any record from my start date 2017?" He said none. Then I assumed the Rep I spoke to last year Feb 2018 Renewed the contract without advising me. So I told the Customer rep that I have moved last year. Only by then that he told me that once a consumer moves, the contract will be renewed. It's frustrating that I was not informed about the renewal of contract once we relocate the service. And why is it that the customer Rep doesn't have any record to provide or explain the situation from the get-go?

Because of that, since I moved last January, to a new house, I haven't paid my bills yet. Why would I pay for something that I haven't use for a month already? And i'm really frustrated the way your customer service handles this kind of situation. It's a scam if you don't let your customer know that Contracts will be renewed upon relocation of service. I have moved to a new house since January 25, 2018 and up until now we don't have internet service. We're thinking on getting a new provider actually but if you can amend this by waiving my bill that I haven't paid since January and my relocation fee. I will be glad to continue your PLDT service at my new house with a higher Rate Plan which is Fiber.

Feel free to contact me on the ff:
EMAIL: [protected]@gmail.com
Mobile: [protected]

Thanks. Please see attached image for my billing statement.

Hoping for your kind consideration.

Regards,
Salustiano H. Tiedra

Internet always dropping out. Especially if i'm using it in video call. It will drop every few minutes then you will need to wait for another 4-5 minutes before it gets reconnected! I already contacted your customer service but none of thm resolve the issue. I wanted to get out of the contract and cancel the service if you're unable to fix my issue!
Im always paying my bills on time so pls provide me a reliable service! Give me a proper and reliable service or removee me from the contract!

My pldt home's fibr plan was installed last september 21, 2018. It is 3gb unlimited offered at 1, 299 pesos monthly. But everytime I pay I was charged 1, 369 pesos. The payment center is charging me 7 pesos and that is acceptable to me. Then the total payment I made is 1, 376 when it should only 1, 306. Please explain. My location is brgy. Luacan, dinalupihan, bataan.

We have first learned that our line [protected] with Account No. [protected] has no dial tone on January 11, 2019 which we immediately reported and we were given the reference number [protected] for the complaint.

We complained daily thereafter to which numerous personnel from your customer hotline stated that they will forward it to your technicians and that they will repair it the day after.

In January 24, 2019, we talked to your supervisor, Ms. Coffee Viralde and she assured us that we will be given feedback the next day. We did not receive any calls from her.
On the same day, January 24, we also emailed SMECare. We received the same reply: that they will forward our concern to your technical team.

On January 25, 2019, we found out that all our lines, aside from the previously reported 238-0370 had been cut. Our other lines are 238-0766, 238-0748 and 238-0378.

On January 26, 2019, a Mr. Rommel who claimed to be your technician called one of our staff via his mobile phone to inform him that repairs will be done on that day, a Saturday. We have already informed your customer service hotline that we are only open Mondays thru Fridays. An information which was also relayed to your technician. This Mr. Rommel promised to visit first hour Monday, January 28, 2019, but he did not come.
We visited your PLDT Sales & Service Center in Sasa and was told that our complaint has been emailed to your technical team and complaint reference numbers [protected], [protected] and [protected] were generated for the three (3) other lines that were cut.
We followed up again with Ms. Coffee Vilarde on January 29, 2019. She again promised to call us that we will be given feedback early morning on January 30, 2019. Once again, we did not receive any calls from her . As of this writing, January 30, 2019, no technician has reported at our premises.

This letter is our last recourse before we report your inattention to appropriate authorities. We have lost business and racked up significant charges using our mobile communication devices since all our lines are out of order.

We expect that these complaints be acted upon immediately.

I have been a subscriber since March of 2016, with account #[protected]. My connection has been problematic for almost 3 years now. I have submitted many complaints and written emails to PLDT but reply nor call has been made by PLDT. I have been in contact with NTC several times and been requesting for another mediation but to no avail, PLDT has still not doing any effort to get my service fixed. My line has been intermittent ever since and my phone line is also static and noisy. As nuch as I want to terminate my service, I know it'll be a hassle transferring to another provider since there are no other provider in my area that is available. I really do want my service to be fixed. My service is currently restricted, and I don't agree that I should pay for a service that not really working in the first place. This is really inconvenient, I do hope that PLDT would make an effort to reach me and get this settled as soon as possible. Thank you