Philippine Long Distance Telephone [PLDT]
Reviews and Complaints

Date of Incident: November 19, 2018
Client number: [protected]

A ticket was created nov 19, 2018 the ticket number is [protected] gang ngayon wala pa. Halos 5x a day ako nagfofollow up puro email escalation, priority urgent lang gang ngayon kahit isang feedback wala. mag twotwo months na paibaiba ang sagot ng agents na naakakakausap. Yung bill meron na di nagamit.

I demand that this problem will be fix to today.

On august 15, I asked my friend to report our pldt line because there was no dial tone, no wifi, no internet connection. She was given a ticket number: [protected]. Apparently, a day before that, linemen repaired a line near our house. After some time our phone rang, my sister received the call and heard a man uttering "testing" which she assumed came from the linemen. When he called the attention of the linemen, they said they were making some adjustments. My sister went back to the house and when she got back to check, the linemen were gone. Our phone since that day got wrong calls from everywhere. Meaning, their calls end up on our phone. Then the next day, there was no more dial tone.
My sister also visited the pldt office in the nearest branch to do some follow-ups but we always receive the response that "repair is on the way". Following up using 171 is also disappointing, I only receive computer-generated responses saying that our phone has a pending request for repair and that repair is on the way. I made several follow-ups through the messenger which pldt responded to. However, until december no repair has been done. Kindly refer to the attached screenshots of our conversation with pldt representative during my follow-ups.
Last monday, january 7, 2019. I received a disconnection notice because of my 5-month unpaid bills which started accumulating since the phone line and internet services were found unavailable. I find it unfair to be demanded payments of services unreceived from august 2018 up to present.
What I would like is for pldt perform the much-needed repair or if irreparable, offer a better deal which I and my family could enjoy without demanding me to pay for those periods wherein I was not able to enjoy their services. Before the line broke, I was a good payer, always making it a point to pay on time except when bills arrive later than the due date. So, I believe I have the right for fair treatment when it comes to receiving services.
I hope this to be resolved soon and that I hear from them soon. Thanks.

We paid this morning and we called the hotline for like the nth time wanting to report the payment but its still restricted. I even tried sending the receipt to their respective fb page but no action done. What kind of service is this?!
I even have a repair reference id because of the slow connection even before christmas time but all they do is apologise and this amount that i am disputing is still reflecting on my bill. How incompetent!
Account number: [protected]
I cant talk to someone because their 171 cs number dont have any option to talk to one of their customer service rep. This is too much to handle!

I want to demand repair ASAP for the services under telephone numbers [protected] and [protected]. Both of them has repair tickets open. One was las DEC 14 and the other one is DEC 30. Your service is terrible and customer service is definitely horrible especially from Makati and one other site in Visayas region. I am talking to a supervisor from Visayas and she hung up on me while I am on hold. So terrible. And Supervisor Don from Makati did not make a callback ever and Supervisor Gian from Makati does not call back on promised time. They told that the time frame for dispatch for both accounts is 2-3 days regardless of holidays and yet they did not deploy any technician and every time I call back they give me different story. Now they are telling me that dispatch will exclude holidays and its 15-20 days. Is this a joke and that PLDT LACKS MANPOWER HERE IN TARLAC? Did I get 3000 worth of internet service that doesn't even work and has incompetent customer service, incompetent dispatch?

Nag bayad kami nug tuesday kase na disconnect sya and the cashier told me that it will be reconnected after two hours. It has been two days and wala parin so we need urgent action dahil students ang mga anak ko. We have been waiting for it since yesterday.

I work at DepEd. Pag hinde pato na reconnect hanggang bukas we will settle this para i-pa-alis nalang ng tuluyan ang WIFI dahil hinde naman nakukuha agad yung services.

I keep receiving regular emails regarding billing matters from PLDT for account #[protected]. This is not my account. I have no account nor have I ever had an account with PLDT. On Nov 21, 2018 I communicated my concerns about this with PLDT representatives via Facebook and thought the matter would be resolved. Apparently not for just this morning I received another email from PLDT regarding paperless billing. I cannot understand why it is so difficult to have my personal email address removed from your billing mailing list.

I applied at the Pldt last April and they said that the only available speed in our area was 5mbps for 1699.After the installation, we asked if the higher speed is available because the 5mbps speed is unusable for my fiancé ‘s software and surprisingly they said YES and upgraded the internet to more than 10 mbps for 2898.99. After 2 months upgrading the internet, it started crashing down to 5mbps or lower.. Even in the middle of the night, sometimes the internet just gone for 5 to 10 minutes. I had innumerous complaints and they said, they will fixed it.Last month, we asked if we can downgrade the internet because we payed a big bucks but they gave us the slowest speed but they said that we need to pay the 3 months for the amount of 2898.99 before downgrading the internet... How unfair and appalling your service is.. In terms of cancellation, I won't pay the 2898.99 because you gave us the slowest speed and it's unfair to us as the user..My fiancé never used it since August for his software and needed to head out in the middle of the night to do it...

Our internet connection have been slow for how many months. We went to their service center to complain. A few weeks, their technician went to our house to check on our internet speed and find out that it is really slow. He checks on the router and told us he would fix it on their office. After he leaves, nothing changes on the speed of our internet. I am doing a research paper and it's really annoying knowing that it affects my productivity! Even video streaming has poor quality! Kindy fix this, many customers are also complaining on slow internet connection, provide us the service that we are paying for.

I contacted PLDT requesting landline replacement. Onset of the call rep Marj who sounds annoyed and not in the mood to take my call and without any empathy or engagement she just directly said " you need to submit authorization letter to complete request". I then said, this is not the first time we called 171 hotline to request landline replacement. Her being unhappy to take the call just repeatedly said " you really need to submit authorization letter" instead of trying to persuade me and make me understand the new policy she just shut me off and trying to impose policy is policy. I am not dumb and yet trying to understand the whole process as ever since we have been with pldt-1992, requesting for a replacement was not a trouble at all. I requested to speak to a Supervisor as i do not want to speak to her anymore! She immediately placed me on mute for about 5minutes! talk about phone etiquette and proper hold procedure!

I knew she'd hear mo on the other side as she only placed me on mute - i did say "wow" putting me on hold without asking permission is a NO NO in a call center industry! and hoping the call is recorded as this is a RED FLAG! She came back trying to be friendly but pissed as i am she got the attitude she deserves. She claims that her supervisor is not available and it will be the same thing. Duh! i'm not trying to get a validation of what she said, i wanted to report her and the attitude during our call.

It took about 20 minutes to get a SUPERVISOR finally, but GOT the same ATTITUDE! No wonder her subordinate has poor customer service as she got it from his superior! As a supervisor myself in a prestigious CALL center in the Philippines there is no way i'd handle a call as such or an escalated call. Mosse the "supervisor" which he claims to be, said he will coach his agent after! I said NO! You both need to be coached as i see the same attitude and service, sadly from a claimed supervisor himself!

DAMN PLDT you have the lowest standard of a customer service representative. You need an intensive training both agent and SUPERVISOR to handle a customer and give the best service regardless if the customer is complex, screaming and irate. After all, if it wasn't for the customers you wont be in your position today!

Hello - For the past 2 months, our internet connected has slowed down. This means some of my family members can no longer work at home since they cannot perform/accept calls. We have raised this to PLDT Mandaue and the rep mentioned that nothing is wrong with our internet connection. If there is nothing wrong with our connection we would not complain in the 1st place. Can someone check our connection here at our home? We have been with this plan for almost 3 yrs but this has been one of the slowest connection that we had. We need to turn off the wifi connection from our mobile phones just for my sister to receive or accept a call. Please check into this. We have been raising this concern but nobody ever visited our home. Refer to the details below:

Acct No. [protected]
Acct Name: Vilma Molero Sonbise
Address: Block 3 Lot 16 Woodland Park Residences, Yati, Liloan, Cebu

I want to complain about your customer support on facebook. Trush service and a [censored] manner. I hope you take action to all of your customer support because their service sucks!
I am having trouble with my account but that customer tech support doesnt know how to do their job. I don't know if they really a professional worker or just a garbage man who you try to get the job done but one thing is for sure, your customer tech support in facebook make your reputation go down to the drain! It is been 3 days no reply! They only reading it!

Since august, pldt-cebu has not finalized the problem with my billings. To date, i am infurriated with double-dip billing of more than php 4, 000 for my internet and add-on subsciption.

Despite working with you fb tech support, nothing works and since sept, i have 3-4 days cut on my internet at home.

3-4 days cut in the net means 3-4 days i cant speak or see my own family despite the religious payments i make- no thanks to your cebu ofc who created such a billing prob..

(1) 3-4 days cut since sept, total of 9-12 days cut-off to date- and i paid whole month? Someone has to cut back on my billings.. and you all charge it to cebu ofc..

(2) and my double-dipped bills, i want it resolved! Its not my problem ur cebu ofc made the billing mistakes. Not also my problem if cignal cables (add-on company) wont talk to your cebu ofc.. i paid the bills in timely manner- so why is my family and i suffering?

This scenario you all put us in is outrageous! Get it fixed!

It's been almost a month since we called for our [censored]ing internet to be repair, CSR that who I got in-touch said we'll just have to wait for 72 hours for the resolutions team to be in our area. We've been to the main office here in baguio to follow-up but the only thing they said was we just have to call 171. But what did they do?! Everytime I call, It's a [censored]ing answering machine. This is total [censored] of your side PLDT. Service is goddamn poor. But when it comes to bills, You [censored]s are fast as lightning.

Is it fun for you getting our money without giving us something worth our money? We pay and now you will give us this kind of treatment? I can't even play my youtube! Now i'm regretting using pldt. If there is a way to nullify a contract can you please tell me? I'm the son of the one who signed with you and she is timid to put a complaint on you now I will be the one doing it since i'm tired. There is no commitment in you. Every year you going down and down since this is what you are doing. I predict that if you don't change your ways then in the next few years pldt might get bankrupt if not then maybe your business in internet will fade away.

Nakaplan po kami na 1899 monthly then nagupgrade po kami so may additional po kami na 600 per month dun sa monthly bill namin.. pero yung upgrade po na request namin until now hindi pa po nagagawa pero nadagdag na nila yung additional na 600 sa monthly bill namin. Which is wrong kasi ang sabi nila madadag lang yung additional na 600 kapag naayos na nila yung pinaupgrade namin..

We are from Tagbilaran City, Bohol. The internet signal is so slow. However right now, we don't have internet since last Friday and our phone has no dial tone. We have reported it already last Saturday, October 20, 2018 but no action has been taken up to now. We were told to wait for 72 hours but the 72 hour has lapsed already and still no one from your company has come.

Back in September, I opted to upgrade my 3mbps myDSL account to a 20mbps Fibr account. It took two weeks before the linemen came to upgrade my connection. To my surprise, they said the work order was only for 3mbps fiber. I'm not stupid. I specifically inked down on that application form at the PLDT office to upgrade to 20mbps Fibr.

So they they tell me to call 171 support to get it fixed. So I call and the agent on the line says they created a work order and that this should be upgraded after 24 - 48 hours. After 3 days, the line still hasn't been upgraded. I call back to figure out what's going on. As expected, the current agent says that the previous agent somehow got the report wrong so she has to file my request AGAIN. This time she tells me to wait for 5 days.

6 days later, which is today. I still don't have that 20mbps plan. So I just got off the phone with the support agent. They tell me it still hasn't been put through and they'll make sure to expedite this. I'm trying to be civil at this point but please understand I [censored]ing use this internet connection for work. I work at home and this upgrade is what I need badly to work efficiently. I need to download and upload stuff for work and because of PLDT's incompetence for my slow download speed and because of the mistake of the job order, this is causing me headaches and lost time and money. I have to keep apologizing to my client. This is unacceptable and it's not only costing me money, but also my sanity.

At this point, I'm not to optimistic because the agent told me to wait YET AGAIN for another 6-7 days. If there is someone there at PLDT with at least the decency of a moral and upright human being, at least tell me that you are experiencing retarded issues on your end so that you don't keep me waiting and hoping that I can get my work done soon.

I'm stuck with PLDT since my area has no other ISPs. No Converge, No Globe.

So, another 6-7 days of hell waiting. Meanwhile my client is getting fed up that he's starting to look for other people to work with...

Good [censored]ing job PLDT.

Almost 2 months ago, our line was cut-off because of non-payment. Admittedly, this is an oversight on my part as I didn't notice any bill from you. In fact since I wasn't aware of a lapsed payment, when I went to your Customer Service at PLDT Mandaue, I disagreed to the lady who attended to me when she told me that the reason for the service interruption of the internet was due to non-payment. I was so emphatic in telling her that she was wrong because we still had the landline. Anyways, when I left the PLDT office, I then learned that our landline was cut-off a few hours after my visit to PLDT Mandaue. I'm sure it's not a coincidence but a petty revenge by your staff for I dare to question your poor service.
This incident happened on Sept 11 or 12.
Then on Sept 13, I got a text message acknowledging my payment which included 1 month advance. But a day later, I got a surprise when I was sent a text telling me to settle the bill which was already paid. As I wanted clarification, I emailed to your customer service and attached the screen shots of the texts but my email is unanswered up to now. And what's worse, despite accepting our payment including the 1 month advance, you did not even reconnect the line and we had to wait for almost a month before it got reconnected. And you only did it because it was almost time for the next monthly bill.
PLDT, you were so prompt in disconnecting the service but when it's time to reconnect it, it seems all of your technicians are suddenly busy.

Up until now, our internet is still a fond memory- I have gone thru the hoops and reported our problem to 171, on twitter, Facebook and even email but all to no avail. It's almost 2 months since the internet was cut-off. PLDT, I have 4 children who rely on internet for their research and we are forced to subscribe to Globe so that we can have data but we can't afford to do it all the time as it's too expensive! You don't even have the decency to adjust the monthly bill and your collection is on time as always.

So pray tell me what to do for I'm running out of options except for 1 which I'm not keen of doing unless forced to.

I hope this will not fall on deaf ears.

Thank you.

No dial tone for 4 months, intermittent internet conmection, no customer service support. How can I address my concern if you dont allow your CSR to talk to me. I always rant about this noise and bad landline and internet connection. Your solution to my problem was to upgrade and I believed in you, I spent money for that upgrade and it became worst. Dont fool people to ask money for an upgrade if you dont upgrade your service. I cant remember when was the last time I did get that 1.5 mbs speed as promised in my plan. I always get 200mbs and worst is 0.7kbs for how many months. You should give us the right service, Were paying for it.

Our bill was already paid at 2:00 pm on Thursday but the internet wasn't reconnected until today in the morning and we can't the WiFi. It is just so disappointing because we really needed it on Thursday. We called the hotline number a lot of times but it just kept on saying that our we haven't paid yet. My son's project was due yesterday but he wasn't able to do it through the help of our WiFi so he used his data which is really reliable. I hope you can fix this problem. It's really a shame