Philippine Long Distance Telephone [PLDT]
Reviews and Complaints

I had been raising my concern about my connection since June. I always call the hotline everyday for that. I even lost my online job because of the poor service that I'm getting. The customer service that I talked to has the same spiels that i happen to memorize already. This Oct. 7 my contract will end. I just wanted to migrate to fiber optic and i did file an application but until this moment nothing happens.. I never fail to pay my obligation but I believe I am not getting the service that I deserve from the amount that I'm paying. Please do something. The calls that I made since June is noted there in my account I believe. You will see that nothing is done to improve the situation.

August 24, 2017 i signed a contract for a home dsl unlimited data at PLDT San fernando, La Union. I was waiting for the installation and its a week already after i signed and was explained to me about the installation period. I called their costumer service and much to my surprise i was told that installation was cancelled due to facility issues. I went to the branch office where i applied and was told i will not be installed since there's no available slot for me at my area. I was very disappointed, why would pldt offer such service where they cannot accomodate the demands of costumers? If you offer a service, make sure to provide it to your costumer. Dont give a reason that its limited. And advising me to wait until someone in my area will disconnect a line. Kust what the heck

To whom it may concern,

This is to express our dissatisfaction with the internet service connection provided by PLDT to our business.

Their service is not as what they promoted in their plan and the response time to technical service request is beyond frustration. The response time being advertised or sold to consumers is that technical problems are restored within 24hours for Business Accounts.

To start with, we have applied for a 100mbs fibrbiz plan in June 2017 to support the internet requirement of starting a cybercafe business. It had been approved, thus, confirming availabilty and ability of PLDT to support our internet service requirement. Installation was completed in June 29, 2017.

On July 4, 2017, we have lost the connection. We have reported the incidentto their hotline on the same day. We have not heard of an update on our request and following up for several times is energy draining with no positive or least to say, a clear response to when it will be resolved. On July 13, finally, it was resolved, sighting the NAP as the cause of the problem. We were out of business for 9 whole days.

Then again a few days after on the morning of July 26, we have lost connection and was re-established only on the evening of the following day. We were again out of business for two whole days.

Next incident was on July 31, 2017. This time, we cannot even get connected with your hotline to report. We needed to establish personal connections with people we may know inside their company just to know what is going on. Unluckily, we did not get any update or explanation from their hotline. We needed to close down business with no certainty as to when we will be back in business! We were connected back on August 4, 2017. Again, this caused us a five-day loss in operations.

We have also experienced frequent disconnectivity in the month of August 2017 from August 22 up to August 28 for reasons varying from NAP technical problems to undertermined cause. Following are the dates of disconnectivity and reconnectivity and also showing the number of days we are out of business.

Activated - June 29

Loss of Signal - July 4
Activated - July 13

Loss of Signal - July 26
Activated - July 27

Loss of Signal - July 31
Activated - August 4

Loss of Signal - August 22
Activated - August 28

For the days that we were disconnected and for all these interruptions to our business operations, we demand a month's worth of rebate on our payment. This, to say, is the least they can do considering the financial loss we have incurred due to their inability to provide a reliable internet connectivity service which is clearly a breach of the contract we have signed with their company.

Further to this, we request you to urgently investigate the poor service, unreliable customer service and reocurring disconnectivity of our internet connection and resolve this issue soonest.

For your attention and urgent action.

Sincerely Yours,
Michelle Anne Kunz- Vigilla
Owner, Naga-Empire Cybercafe

No internet connection since aug24 and still counting i made so many follow ups i also talked to csr supervisor for expedite of this concern but then as of the moment no one can provide me any response or feedback coming from them support or technical group, i just want to know if they can fix this or not so i can call again for line disconnection for this problem to be resolved, even the management of PLDT doesnt call me for assistance if they still care for their customer, is this your company now giving poor and worse services to us!? This is simple issue but then i takes a week to be fix or shall i say we will expect another year to be fix,

I have been waiting for my refund for more thsn a month now.
I applied for a PLDT DSL last May and was advised that it was approved first week of June. The email said that I need to pay 2300 as installation and was given a week to have it paid or the application will be cancelled. So I paid the amount thru BPI Online and advised them that payment has been made. I waited for two weeks but no tech arrived for installation. When I called Customer Service they advised that there is no availability of ports in my area.
Had I known, I wouldn't have paid the installation fee.
They advised me to go to the nearest PLDT branch and request for a refund. I asked id I can request it thru them but theu said I had to go to a business office to request ot first and then my refund will be processed. In this time and day, with all the inconvenience this application caused me, without even an apology from them.
So, I went there with a letter on hand together with my proof of payment last July 2017. I asked the lady who signed and received my letter, how long it will be processed. She couldnt give me a timeframe! She further explained that since it was paid online it will be refunded the same way, which was totally understandable. She further said that it depends on the accounting department.
Since that day I have been following up on my refund thru FB, Twitter and email to no avail.
They always say that they will check and have it processed but my money has not be returned to me as of yet.

I have numerous service interruptions with my service with PLDT. I contact you guys 3-4 times a week to get a good internet connection, apparently, no one can ever explain why is our service always fluctuate. I work from home since August of 2016, last March 2017 I lost my job because we had service interruptions and I lost internet connection on the most critical day of the week which we submit our weekly reports. I asked for a compensation for the days we lost our connection, but since I lost my job, I wanted them to credit my account with my hourly rate back then which is $3.50 that is 1400php for that day. They refused to and the supervisor from Billing (I just forgot the name) told me that PLDT don't care how their customers use their internet connection, hence, they're not going to compensate me with the requested amount. Yes, they did credit the hours/days we didn't have connection, the total amount credited was 150php. I believe that is quite unfair on my end because I lost my job who pays me $700/month. And now that I am employed again the same nightmare happens everyday. We are good paying customers, we pay our bill ahead of time, I don't think we deserve this kind of service. Do you want to lose good paying customers?

I am currently working and I cannot even load a page, I hope I won't lose the job I have right now the second time around because of your poor service. Below is my most current speed test, we pay for 6mbps not lower than that. By this time, I am expecting to get at least 5mbps because I'm the only one using the internet and I am connected hardwired. We are currently searching for another internet provider, I just don't want to end our service with PLDT because of poor service, too lame. PLDT has been on the business for so many years and you should provide the most stable internet connection, but why is their service getting poorer each time?

Dear Sir/Madam:

I would like to report a problem which has been going on for almost 3 weeks from the last week of July 2017 up to now, August 15, 2017. I would call from Toronto, Canada to my mother's PLDT landline in Las Pinas City and I can always hear my mother but she cannot hear me. She had visited the PLDT office to report the problem and a technician was sent to her home at 14 Columbia St., Moonwalk Village to replace the unit with a new one but the problem continues. The technician had told my mother that there had been other reports of the same problem - that is, calls from the U.S. & Canada to a landline in the Philippines not able to connect. My mother has a pacemaker so she has to refrain from using a cell phone or any electronics so the PLDT landline is her only choice. I would appreciate your assistance on this matter. I may be reached thru email at [protected]@yahoo.ca

Thank you very much in advance for your immediate action on this matter.

Sandra Dela Cruz
[protected]

Report Ref. #: [protected] created July 27 problem with no internet connection not resolve 20 days and counting of doing 177 hotline followups they always say they will coordinate with support team yet still no technical visit and no assigned technician, no calls or updates from them, we're always on this phase. Possible no action taken from contractor side very weak technical support both installation and repair opposite from GLOBE once they say technician will come on the next day we report they came. I'm buying (TEL) stock shares for this kind of service.

May 27, 2017 una kong nagreport na wlang internet connection at laging nawawalan ng dial tone phone nmn! Lagi akong nagfollow up lagi din sinasabi n ppntahan pro hindi nmn nla pnupuntahan! Madalas pa kinoclose nila ung ticket kahit hindi pa naaayos! Ngaun 3 weeks n wla talagang dial tone ung telepono nireport n yan ng ilng beses pro ganon pa din wlang pumupunta! Nakakapikon service nyo! Ilang bwan b kailngn abutin bago nio puntahan!

Good Day!
I am Geralyn Exiomo, one of your Customers. I would like to inform you guys that your service is not good! We are paying you P1740.00 to be exact every month but we only get super slow internet connection, worst thing is we experienced no internet connection for almost 3 days last july, we dont deserve it! we are paying you guys! We guys has a business that internet connection is very important but your service is embarrassing! So where do we get an amount of P1740 to pay for your [censor] service if we doesn't even get the GOOD SERVICe that we deserve!?!
You should value your customers, you should give us what we deserved, coz money is so hard to get.

Good Afternoon,

bakit po hangang ngayon hindi pa naayos ang telepono at internet connection ko Since July 28, 2017
halos 2 weeks ako nag hihintay ng feedback or update ng technical support or technician ng PLDT
wala po akong na tatangap kung ano na po balita
sa pag rerepair nila ng concern ko eto po yung reference number [protected]
pag tumatawag ako sa 171 or 173 may nag sabhi na may system down daw sa AREA namin kaya ganun tapos
nang tumawag ako ulit sabhi naman na wala daw system down sa AREA ngayon sinubukan ko ulit tumawag ang sabhi naman ay may mga nasirang cable wire sa Camarin AREA at kailangan nila ng Permit para mag conduct na repair sa Camarin AREA pinagtataka ko lang po ay 5 kami dito na meron landline ng PLDT at iisang poste lang ang box na pinagkakabitan ang tanung ko bakit ako lang ang walang dial tone at mabagal ang internet connection samantalang sila meron at noong nakaraan taon nagka system down sa AREA namin halos lahat kami walang connection pero ngayon may system down daw sa AREA ng Camarin bkit sila meron connection at ako lang ang wala at nasa Camarin ba a pinaka outside facility nming mga taga NHA-MRH Site 4 Tala Caloocan City
sana matapos at ma actionan na po ang concern ko maraming salamat po

Since July 16, 2017 at hanggang ngayon, wala pa ring dial tone ang landline namin at wala pa ding internet connection.

Every time we complain, may "major cable trouble" daw sa area namin. Ang mga tanong namin at ng aming neighbors na affected nito ay: Inaayos na ba talaga ng PLDT ang problemang ito? Magagawa pa ba ang mga kable ng telepono namin at sa internet connection?

Sana naman ayusin na ng PLDT ang problemang ito sa areas namin sa Cristobal, Vicente Cruz and Honradez Streets, Sampaloc, Manila.

Pati mga neighbors namin na apektado ng "major cable trouble" ay worried na din kung maibabalik pa ang dial tone ng aming mga landline at internet connection.

Sobrang tagal na ang pagtitiis namin dahil sa kawalan ng dial tone sa landline at kawalan ng internet connection dito sa barangays namin sa Cristobal, Vicente Cruz and Honradez Streets, Sampaloc, Manila.

ZCB

This PLDT Naic is manipulating Fibr service. Prior to my application via telephone, I have visited this PLDT Naic to inquire about Fibr facility in my area, they told that it is available in Brgy, 1, 2, 3 as well as San Jose. But service is available only for plan 1899, other lower plans will come soon.

On the same day, Ive checked my email and saw an email that my area is Fibr ready. And as a valued customer, they have chose me to be the first one to enjoy this service. So, ive called the number given on that email. Ive applied for plan 1299 in the meantime to check its reliability. The application was approved that moment, and they told me to wait for the installer to call for the schedule of installation. But days have pass nobody call. So ive call 171 to follow up they in form me that there was no Fibr facility in my area.

How come there is no Fibr facility.

1. The Fibr box is just around 10 meters away from my house. I have also witness when their contractor with PLDT personnel was checking the box.

2. Their contractor is already installing FIbr in the community.

3.The PLDT employee themeselve tell me that it is available, ive even given the box number nearest to my house.

PLDT Naic is manipulating the service in order for the subscriber to avail for higher plan. But I will assure you in Ternate, Cavite only few will avail of this plan 1899. Shame on you PLDT Naic

July 22, we sent a letter and a personal appointment to PLDT that our residency will be moved a day later. They promised us that they will cut the lines 2 day later and they'll reconnect a new line for us 3 weeks later at our new home.

Just today, we went to PLDT and found a troublesome report. They lost our letter, they still haven't cut our connection at our old place and they are charging us for the whole duration when the line hasn't been cut. It's their fault on their part and we are the ones paying. Also, they aren't sure that they can connect us on a new line because they have slots for us to wait and fill in. So in the meantime, we are paying for something we are not receiving yet. Robbers in broad daylight.

I'm really disappointed in your service here in tuguegarao city. We are a business entity and have fiber internet installed in our company. We have been having internet problems since then, and your service is very slow in checking for internet complaints. It's been 4 days now that my company has not have any internet access and we have been calling your hotline number for help to repair the internet but with no proper response, they always say we are sending a repairman but they have not. This fiber internet is not cheap and was expecting better service for this. Very poor service.

I encountered an extremely rude supervisor named jefferson - he is assigned to the residential technical team customer service.

He was on duty july 28 7pm.

I was already having problems with contacting the mobile landline support team - I was on hold for 2 hours. I was told to call residential technical team.

When I got in contact with technical support I told them that I received 3 mobile landline sim cards and nothing was programmed.

He asked me to provide the phone no which I am having a problem with - I told him that there was no phone no on the sim card.

He repeated the question, I gave the same answer. He asked again, by this time I got really frustrated and asked to speak to a supervisor. He said he could not give it without a phone no - so I asked what phone no would you like me to give? He said the one i'm having a problem with - same answer. By this time I told him I refused to talk to him bec the conversation was going nowhere. By this time I was getting frustrated and was raising my voice.

I waited over 30 mins to get a supervisor. When the supervisor came on he asked me to keep quiet and listen to him. He asked the same thing, I started explaining and he told me to keep quiet and listen. He asked me for a phone no or account no. I said I did not know my account no but the I gave him the phone no that was attached to the account no. He started questioning why it was a different name on the account.

I asked him if he heard what phone no I gave him and he started telling me again to keep quiet and listen to his question. I got so sick and tired of his attitude I started shouting at him. I also asked him whether he heard the phone no I gave him. He started questioning why I was shouting at him and if I continued he would hang up on me.

I shouted back telling him that if he expected me to listed he should listen also. This went on for a bit and finally I told him to shut up and take down the phone no. He then proceeded to say regardless of phone no what is the account no. I told him - I don't memorize the account no. I shouted my phone no again and told him to check it because it's his job.

He hung up. He is an embarrassment to pldt. He does not even deserve to work for you, let alone hold a position of supervisor.

I called back immediately and talked to a customer rep named hazel and she explained that they could not help me bec the problem should be transferred to products and services and they are now closed.

She managed to diffuse my anger and is making the effort to resolve the problem - jefferson just added increased my anger by being rude, obnoxious, righteous and disrespectful.

I have been experiencing off and on net connection since June 28, 2017. This problem only occurs when I use all my tool i.e. laptop connected via LAN cable, VOIP phone connected via LAN cable, and WIFI for mobile. I am at 5mbps paying monthly fee of 1, 690 for the connection. I am a costumer since 2015 located at BF Homes, Paranaque City. I have called countless times to the 172 hotline and spoke to numerous CSR's and supervisors to no avail. No one has been actively giving updates unless I be the one to call the hotline and even so they still will only tell me that they have escalated the issue/report with the technician and i'll be getting a call back which i never received. July 19, 2017 a technician check all physical lines and the issue i requested to be fixed, Technician Nagal (last name) was not able to fix it and merely said "wala na akong magagawa dito mam, hindi ko kayang ayusin, supervisor ko na po ang makakaayos nito". I've waited for an update on the matter only to find out on July 25, 2017 at 1:16AM from CSR Tyler Bongat that no update was done and that he'll just make another report to send to a supervisor on what happened last July 19. I called today July 27, 2017 1:02AM and spoke to CSR Jay Dulla and found out that my former reference number [protected] was closed because i gave approval to CSR Tyler since a technician was able to fix it, which I DID NOT DO OR SAY SUCH A THING! and still I wasn't able to talk to any supervisor or anybody else to give a solution to this today. Instead once again I was informed that a call back from Sup. Chris Barrios will be given at around 8AM of July 27, 2017.
I am frustrated, irate, disappointed, and above all an inch away from having this spread out to the media (Tulfo, GMA, ABS-CBN, etc) to a point that I will make sure that suing the company for the inconvenience they brought and total lack of "costumer service" be know and be at court...
I have done my part to call and call and follow-up day after day to have this matter be fixed but haven't had any positive feedback or solution nor an explanation on why this is happening in the first place. I am seeking for the last time POSITIVE feedback and FINAL PERMANENT SOLUTION from PLDT before i sue.

I signed up for the 3499 home fiber bundle, was told I would get complete channels from cignal and also found out there were hidden monthly usage fees for the cignal that I wasn't told about. I hope we can resolve this here before I have to use the next steps
The difference between the 2899p plan and the, 3499p plan with cignal is 600p per month for a simple 290p per month budget plan they gave me after I was told I would get all the channels.

Then to top it off I was billed a, 200p per month usage fee for cignal that was never mentioned. Along with the monthly box rental of 200p per month. All in all 1000p a month for a 290p budget plan. Corporate lies and greed is your game. Not honesty and integrity. I not finished yet trust me. Resolve to problems you have created.

Hello PLDT!

We subscribed to a 3MBPS plan initially. And that worked perfectly - we could stream movies just fine even with high resolution (1080p). But right after we upgraded our plan to "5MBPS", our Internet connection suddenly went down to 2 MBPS. Recently, though, our streaming had become dismal so on 7/8/2017, I ran a speed test to test my Internet connection. And to my surprise, the down speed was 0.15MBPS! And it has been playing around that area ever since!

Please fix this Internet issue right away, PLDT! I want a resolution within 3 days.

Thank you.

Attached here is a screenshot of the speed test.

Since I was a kid, my parents were already a loyal customer of pldt. But lately, i noticed that their services are getting very poor. We have been experiencing frequent loss of dialtone and internet connections here in Davao area. The dates were as follows: March 30, 2017, May 30, 2017, June 24 2017 and the latest is July 3, 2017 Monday. I called pldt thru my neighbor and i was given a referrence number and the call center agent told me that he will make a report and that a technician will be dispatched within 24 hours, but it didn't happened! I waited in vain for 2 days, but no technician came. So, i called the pldt hotline again to complain, it was then that she told me to keep my modem open for them to check in manila. My internet was restored at dawn, maybe 3 amor so...I just want them to give me an update on why only me in my neighborhood don't have an internet and landline, since i pay my bills on time and i'm not even a delinquent customer. I hope they can answer all my questions...