Philippine Long Distance Telephone [PLDT]
reviews and complaints

We purchased/ availed roku service last oct 14, 2017. We were informed that we will be able to ise it immediately after purchase. Still unable to use it, we again visit your pldt northe edsa office, oct 16, after almost an our of waiting, we were assisted by your staff that our availed roku was not activated during our avilment, hence she assited us to activate it. Af few hrs after vist to your store, we were able to use the roku, cignal freebies. Oct 18, again the cignal, roku service was diasble on our account. We report it thru your call center hotline. With reference no [protected]. Oct 21, still with out resolution of reported problem, we again visit your pldt northbedsa office. we were informed that they will follow it up and again wait for resolution with 24-72 hrs. Oct 23, still with same problem, we again followed up on your pldt north edsa office. Still they can t provide solutions and gave new reference no for our problem, RBGQCC42017191899536. Up until now we have no resolution of our problem. We are greatly disappointed, because even with constant follow up reports, up until we still have no resolution of the problem.

I think personnels at PLDT have hacked my IP Address...weirdly enough not to steal personal infos...but to create an unpleasant internet surfing by putting viruses esp in my downloads...I used to fix it before with antivirus programs...but now ALL THE ANTIVIRUS I USE IS BEING INTERCEPTED! Culprits there are really "controlling" my computer from a distance. I don't know what is their purpose, bec. they're not after stealing but harassing my internet usage? FOR WHAT?! As we all know now, the world is full of demented, criminal minds who would do anything to create CHAOS/NEGATIVITY. Don't ask, I just KNOW IT, you breed culprits there.

WTF! I just received a message from this no.[protected] claiming i have not taken iniative to settle my delinquent balance! Somebody in PLDT must be selling customer infos otherwise how could this [censor] be able to contact me! Since when did pldt start contacting clients thru personal cellphone numbers? I've attached a photo I hope someone would spam this [censor]!

Bulok ang pldt. Hanggang salita lang naman kayo. Bakit hindi niyo kaya gawin para naman maniwala kami? sus dami niyong alam. Naka ilang tawag na kami wala namang nangyayari. Sa mga nag aavail ng pldt, wag na kayong kukuha kasi sa umpisa lang naman mabilis. Kapag tumagal yan, babagal. Tapos sasabihin nila sayo na mag upgrade ka para bumilis. Mga mukhang pera ang pldt. Kahit namna mag upgrade kami, mabagal pa rin. Sana naman baguhin niyo na para maniwala kami.

This is to file a complaint against your PLDT DSL service here in Iloilo. I have submitted an application for your PLDT DSL service two weeks ago here in Talanghauan, Cabatuan, Iloilo and they said that they will conduct the survery within two weeks. I was told by one of your representatives last week that they will do the survey yesterday but no one came. I have tried contacting your PLDT hotline but your customer service is useless. They said I should get a response shortly but no one did contact me. Today, I have talked to one of your representatives through mobile to follow up regarding this and they said the contractors have been to our house a few minutes ago. However, no one was at home so I told them that they should have phoned me first to check if someone is at home before installation. I said that I shall be home in a few minutes and they agreed that the contractor will get back to us when I get home. It has been almost two hours and no one has gotten in touch with me. I am dialling their number but no one is answering. Your service in PLDT is very unreliable. You don’t make proper appointments with your clients and you waste their time. Installation takes ages as well. When you make arrangements, make sure that you are true to your word. Inform your clients when there are delays. I am greatly frustrated by how unacceptable your customer service is. Up until this time, I still have not had my DSL installed! If other service providers are available in our area, I would not settle for such ridiculous service that you have got.

Last October 2, 2017 a sales agent(I forgot the name) called me and introduced the Home Telpad. He told me it's gonna make my internet connection faster (4mbps) than the previous which is 2mbps. And the bill will be activated on November. He also told me that the bill is fixed already which is Php 1, 849. But last October 8, 2017 I received a text from PLDT HOME which stated my current bill as of October is Php 1904.01
I was shocked because I didn't expect it to be activated on October right away since the sales agent told me so. Moreover, I observed also that our internet connection remain slow as usual. I didn't notice any changes. It appears to me that I am only paying for the new telephone and the free tablet but not the internet connection services.

In relation to this, I would like to withdraw the Telpad unit and retrieve my previous account which is the PLDT HOMEDSL for I am not happy with the service given in Telpad.

I hope you will give me a positive reponse. Thank you!

We lost phone & internet connection last October 7, 2017. I called 171 everyday to follow up on the status of my complaint, sad to say my complaints just fell on deaf ears. I don't even know if the customer service agents i talked to (Rave, Michael and another girl ) made the proper report. No call/no show from technician. What a lousy service! Is this what i get for being a good payer? PLDT is a very big company, how come they only have few technicians considering the bulk of complains they receive from customers?

We never complaint about less than 3 mbpswe are getting until now that i couldnt even download a very short video on facebook. The speed for download and upload wqs very bad to think that i am the only one connected to the internet and it is 3.44am . Let me attache the 6 speedtest i ran to rove the speed is not good or consistent. I have no time to sit in front of my moden and test it a whole day just to prove that line is faulty. What i want is your technician to come out and fix the issue straight away bec troubleshooting wont give any difference as i know ti perform troubleshooting steps since i am an IT

First I applied for fibr 1699 after 5 days a technician came and informed me that there is no line so I have to "JUST REAPPLY" to any pldt branch! And according to them it will be fast since it is a REAPPLICATION! That same day I went to pldt Novaliches to change it to plan 1699 for 5mbps !I talked to your agent Shiela and informed her that I applied for Fibr but the technician told me that morning that I just have to reapply. I shared to her all the information even the application that I was having that time . I waited for a week and didnt receive any call and so I called your hotline and one of your Liar CSR told me that a technician will come that day and so I waited AGAIN! then at 6pm that day I called your hotline again to ask and she told me that she can't see the new application she can only see the previous application which is the fibr so now she just cancel the fibr. I messaged your agent shiela to ask what happen and to my surprise she answered me in a rude and arrogant way and start blaming me of what happen! First of all NO ONE INFORMED ME AND SHE IS AWARE OF THAT PREVIOUS APPLICATION! and so I reapplied again to another branch then they promised me to install it as soon as possible and they will take consideration about the previous applications! I called your hotline to update me about it and they told me the maximum waiting is 6 days AND SO I WAITED AGAIN ! On the 6th day I RECEIVED THE SAME PROMISE THAT A TECHNICIAN WILL CALL ME THAT DAY AND SO I WAITED BUT AGAIN NO ONE CAME! THEN AGAIN I called your hotline again to explain to me whats happening and when I was complaining YOUR AGENT JEROME JUST DROP THE CALL! WHAT KIND OF STAFFS DO YOU HAVE? RUDE, ARROGANT, NOT WELL INFORMED AND LIARS! I HOPE YOU CONSIDER MONITORING YOUR STAFFS !

Mula noong october 5, 2017 till todate ay wala kaming internet connection., Updated ako sa payment at kahit tingnan pa ang record ay wala akong utang o pending n credit. Ito pa ang masama nagbayad ako sa pldt service center ng batangas city same date pero till now di pa rin nakapost sa account ko, my receipt naman akong hawak. Sadya bang ganyan ang service nyo puro singil lang wala namang saysay ang ang pinoprovide nyo internet.

Huwag nyong antayin na pasabugin ng mga NPA ang lahat ng pldt box nyo dito sa batangas.

I was trying to disconnect my service until I was offered to have my line be transferred. My landline is [removed]. It was disconnected months ago, yet I haven't received any update from kc diez, the rep who offered and promised me a lot of things from retention team. Let her call me asap at [removed], I am impatiently waiting or have my recent payment refunded now.

Problem occur on Saturday - Sept 30 and it was reported on Sunday evening Oct 1. Up to now, we DON'T have internet service in my house for almost a week! I am really DISAPPOINTED!😡 For they did not arrange nor provide technical support. 5 working days had passed and NO actions taken! 😠No technician show up to check the situation.
Reference repair request number: [protected].

I called your hotline this morning to report on the problem of our DSL connection (the account name is for my mom, [name removed]) and we were advised that the problem is our outside line and need to be fixed.

Our DSL connection was working fine until this was fixed by your repair man for the other problem we encountered in our line sometime two weeks ago (no dial tone and cannot be contacted by other numbers). The previous finding was due to the default on the telephone unit so my mom went to your service center to replace the unit. Yet, when this was checked, they were saying that there's no problem in the telephone unit. When we used the telephone unit again, we still experienced this problem - no incoming calls could be received - so we called again your hotline two weeks ago and despite the constant follow-ups made by my mom, the repair man only came last weekend (is that reasonable and good service?). The repair man diagnosed that the replaced unit was defective and advised us to have the unit be replaced again. But we no longer had it replaced as it seems that your units are uncoordinated and cannot pin down what's the cause of the problem in our line. Then after a few days, our DSL connection was no longer working also and it is taking time to respond to our request.

We are a valued client of your company as we've been getting your service for more than 20 years now despite turning down other service providers. But we are really disappointed on how you respond to repair requests which are taking an unusual time for you to fix. I don't think 2-3 weeks response time is reasonable if I will compare that to the response time I get for my mobile phone or from other service providers. And it seems that your people are incompetent also as they don't know what's the problem in our line and causing us a lot of inconvenience.

I do hope that you do something about this and improve your services, if you really care for your customers. I don't think you will be able to retain your customers and maintain or increase your market share if you will continue to provide subpar services.

Thanks.

I have been doing follow up for transfer of internet connection since July 2017 up until today, all the customer service personnell I talked to said " Yes, Sir makakabitan po kau" but up to this moment, nobody is calling me for the update. For your information almost every other day I am calling to your hotline, but still "NO PROGRESS! POOR SERVICE" I am too disappointed to your services. You make people expect for nothing.

I always a lot time to get in touch with your customer service, even if I waited for 30 mins to answer my call, but still nothing happens.

The internet service was restricted for 3 days due to unpaid bills of home ultera plan 999 account no. [protected] under account name antoque, tudor luther, amounting to p 1, 999.00. On july 23, 2017, I paid p1, 000 partially so that the service will no longer be restricted. But how many days has passed, still the same, getting the pldt portal when I try to access the net. On july 27, I went to pldt main office at jones avenue to complain and showed them the reciept that I just paid. The customer service agent told me that the name of the biller on the reciept should not be pldt. She gave out the correct biller's name and told me to go back to where I made the payment and make the correction and transact it again or ask for a refund. So I went to m. Lhuillier just to be told to come back since their manager or the person concern was not there. I only had the chance to do it on sept. 7, 2017 after spending 15 days od additional data load just to be able to connect to the internet while waiting for the issue to be resolve. Normal service was restored the following day, sept. 8, 2017.

I demand for a refund for 15 days (July 24 - aug. 7) without internet service just because of wrong biller's name. Isn't that too much hassle and inconvenience you are giving your subscribers when that should have been your duty not ours. I gave out the correct account name and account number of the subscriber and the payment. Do I need to know how your system works? That's a problem you have to deal with your payment center partners not of your subscribers. And what about the data load for 15 days which is way beyond my budget just to stay connected with my daughter? How can you satisfy me and not bring my issue on other channels for all the hassles I got from your company? I am certainly looking forward to a fair settlement on my case as soon as possible.

Thank you.

My internet pay due date is 3 Sep and paid on that day. But later, my internet was cut and said they did not get my payment until 7 Sep. so, the long story began...

1. 9 Sep
I called 171 and provided the payment reference number for the first calling. After 4 times of calling and expense of one day, internet was re-connect;

2. 13 Sep and 14 Sep
Only several days later, I cannot use internet again! I called PLDT and mailed my copy of payment, ID, and account statement to customercare mailbox. But nobody to fix it that day and I have to continue on 14 Sep. After mailed the documents AGAIN and a 2-hour calling, they said the bill was clear and finally the internet was ok.

3. 20 Sep
It happened again when I thought the thing is done. The internet is restricted for the third time. One guy from technology said he will follow and fix it "ASAP". But until now, there is no internet yet.

4. next
I really don't know how long time I will spend on PLDT and how long time PLDT will make it clear. I'm out of angry already. The customer representative "promise" to settle but now PLDT is not be trusted any more.

1st week of September, I went to PLDT office in Lapaz and I am about to pay my bill. The guy said that I have to settle my outstanding balance and I have to pay the PTF (Pre-Termination Fee)of around 5, 000. so all in all I need to settle 8000+ to reconnect the service. I went home since the only money I have is intended for my outstanding balance. The next day I sent an email to the Customer hotline enquiring about the PTF if it's possible for me to pay it in portion (staggard). Here's the email convo:

Dear Ms. Pardilla,

Thank you for reaching out to us.

As our record shows, your account is currently disconnected due to outstanding balance. In order for us to reconnect the service, kindly send us a copy of your valid ID. Also, please settle your balance amounting to Php3, 670.02. In addition, there will be a Php836.00 reconnection fee (Php500 for the DSL and Php336 for the landline) and processing will take within 6 days upon issuance of Service Order. Rest assured that prompt assistance will be extended once we have your ID and payment has been made on the account.

Should you have any concerns, feel free to email us back at [protected]@pldt.com.

Respectfully,
JOSAN BLANZA
Customer Care

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Hi,

How much do I have to pay to keep my internet running?

Thanks!

Kind Regards,

Glaiza Pardilla

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In the total amount of 4, 506 right? I was able to visit your office last Saturday to settle however they've told me that I need to settle 8000+ in order for me to reconnect. Can you please double check? I was thinking that the only balance I should settle is 3600 but for my surprise, they've told me it would be more than 8, 000 pesos.

Your immediate response is highly appreciated.

Kind Regards,

Glaiza Pardilla

--------------------------------

Hi,

Please see attached for my valid I.D. Please get back to me ASAP for my billing statement and the form i need to present on the counter.

Thanks!

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Dear Ms. Pardilla,

We have received your Pag-ibig Loyalty ID# [protected] and UMID# [protected].

We have attached a soft copy of your billing statement for your reference for paying your account. In addition, the Php8, 000+ that was informed to you includes the pre-termination fee of your account. Hence, since you will continue the service all you need to settle is the outstanding balance of the account while the reconnection fee will be billed on top of your next monthly bill. Please note that the pre-termination fee which is 3x your monthly service fee applies once the service is disconnected within the lock-in period. Please send us your proof of payment once account was already settled for us to endorse your request for reconnection to our support group.

Thank you.

Respectfully,
JOSAN BLANZA
Customer Care

--------------------------

Thanks for the response.

Can I staggard the PTF towards my contract? added to my monthly billing statement. Let's say 6, 000 divided to number of months left in contract.

Ex:

6, 000 PTF
12 months left
6, 000/12= 500 added to my monthly billing per month.

Please let me know if It's possible.

Thank you for your immediate response.

P.S

Moving forward please liaise all email notification to glaiza.[protected]@yahoo.com since I will no longer be using this email next month.

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Dear Ms. Pardilla,

We apologize for not being able to reply any sooner.

We would like to let you know that we will charge the pre-termination fee if the account will be disconnected within the lock-in period. In your case, since you will continue to use the service, you need to settle is the outstanding balance of the account. If in case you wanted to permanently terminate the account while contract is still on-going that’s the time that you need to settle the PTF.

Thank you.

Respectfully,
JOSAN BLANZA
Customer Care

This is the last email convo we've had before I went to PLDT earlier. The Customer Service lady (COUNTER 7) said that I should have not send email to customer service since they told me already that I need to settle my balance and PTF. FYI Ma'am my intension of sending email to your hotline is to ask if its possible for me to staggard the PTF. not most of the time i can go to your office. What's the point of having a hotline center if you cant reached out to your concerns? She was so arrogant as if I dont know anything about customer service.

For 5 months, pldt customer support, technical support, billing and business center personnel has been wasting my money, time and gave me frustration as they are not equipped to do a simple job.

It has been 5 freaking months since I first reported that my pocket wifi is not working. Going back and forth to business center and calling customer support but they still couldn't get it working. I have been patient for a long time until I requested to cancel the pocket wifi service. During my conversation with one of the personnel at the business center, i need to pay for the pocket wifi service and they just need to put a credit until I surrender the item and termination fee will be waived as they do not get it working. After a week, the item was returened and said that the credits and waiving of termination fee has been requested.

I received the bill and still no credits and termination fee was not waived. I called the customer support and the guy said he made a request. I made a follow up and around 6:30pm sept 15. I spoke to a lady and after she explained some [censor], she just transferred me to a freaking queue for 30 mins, a lady answered the call and when she put me on hold, call was disconnected or probably she hang up. I tried to call back but customer support is closed. NO ONE EMAILED OR CARED TO CALL ME.

I would like to report a certain "Irene" from PLDT Sales & Service Center of General Santos City. I think she should not be part of any of your customer service. She is a disgrace. She does not possess the values your company is portraying. She is uncourteous, arrogant, and to say the truth, I think she just doesn't like the job.

I complained about the Wifi range which was very unusual for a PLDT Fibr connection. The Modem is placed at the center of the house and our room is just less than 5 meters away. How come the Wifi can't even reach our room?

So, my wife and I complained about it in PLDT Gen. San, and talked to a certain Irene, and all she could say is "wala na kami magawa". Just look for a private IT expert and have it checked. That's all she could say while talking arrogantly and impatiently.

Before, when we were in Makati, our DSL Wifi modem can even reach our neighbor's house. Surrounded by thick concrete, more than 15 meters away. So, how come my room here in Gen. San which is just a few steps away can't be reached by the wifi?

So I asked this Irene if there's anything they can do, and if there is a better modem they can offer or just visit our residence and check the placement and everything. But no one came, instead, I just talked to terrible customer service person named Irene. She sounded like she doesn't care about our concern, which was for the wifi to reach our room. She didn't even offer any resolution or options, she just basically said I don't care.

So, I uttered if that's the kind of treatment I get and I am not getting the services I am willing to pay for, then I think I have the right not to opt for the service anymore.

Although I still wish to use this connection, I am now unsure if it's still worth it. I will just be experiencing another disrespectful representative like Irene here in Gen. Santos.

The truth is, we have an old Globe Broadband connection here in General Santos, it's working fine, it is placed on the terrace and it can our room at the back of the house. but I was using PLDT DSL in Makati before and the connection is good and I was satisfied that's why I asked for a PLDT connection here in Gen San to be a replacement for the Globe Broadband subscription thinking that PLDT would be a better connection. When compared with the Globe Broadband, it doesn't make sense. The PLDT Fibr modem is in the center of the house! So, why can't it reach our room?

After all this, I believe my complaint is just simple, it's just the WIFI reach. I just want it to reach our rooms. That's all. But this Irene can't even offer us to send their guys to check and see what they can do.

I have reported my intermittent internet service on 23 July 2017 over the phone by dialing 171. I was told that the issue will be fixed as soon as possible. I was even instructed to monitor the speed of my internet through Speedtest.net.

To my surprise, aside from the issue not being resolved, my dial tone was gone on 27 July 2017,

Up until now, I do not have telephone service and internet service is still intermittent. Also, when I have internet service, the speed is so slow. As I checked my internet speed while writing this letter, it is 2.91 mbps while I am supposed to receive 10mbps for the plan that I am paying.

I have been desperately looking for a way to have this reported since I cannot make a phone call because I do not have phone service; thus, I resulted to sending a message through Facebook messenger which takes forever to response and did not respond at all when I asked how do I lodge a complaint. Please see screenshots of the conversation, for your reference. I even asked my niece to report the issue through 171 on 23 August 2017 but still no action.

I now resulted to this hoping that PLDT will finally do something to address my issues.