Philippine Long Distance Telephone [PLDT]
reviews and complaints

We have applied for plan 3500 in our place @ lancaster estates cavite via fiberhome they told us that the plan was unlimited 50mbps speed with telephone line and cignal cable (Complete channel) without extra charges. The net was ok but the channels are incomplete & when our billing came there was extra 299 (For cignal box). We requested to remove the box fee but to no avail (It was lifetime) asked them to downgrade the net and that we will get the cignal channels with most hd available, but until now they don't have proper solution. Their help desk informed us that the request for downgrade was approved without penalty. First of all they cannot give us penalty and should immediately change our plan as per our request and convenience as they give wrong information/data the time they where offering the package. My wife visited their office in makati to formalize the downgrade but unfortunately there was no data about the downgrade or that it was not mentioned that they will wave the penalty charges upon cutting the existing plan, bravo! Very good customer service! She travelled from cavite to makati just to waste her time. Until now they are offering the same plan to the residence of lancaster estates in cavite. I hope they will do something about this...

Our internet speed is suppose to be 10 mbps but we've only been receiving 5 mbps speed for 3 days we've reported several times but nothing has changed Please fix this problem immediately we are not paying money for this kind of service. They didn't even process our refund we were experiencing this problem for a year Last Year and we've called them several times and promised us that they'll give us a refund for Paying a Plan of 10 mbps when we are only receiving 5mbps we have called them many times but all they do is transfer us to another calls.

Pldt,
Bakit kapag new customer o magpapakabit pa lang ng linya sainyo ang bibilis nyong kumilos. Bakit kapag matagal na customer nyo na, like us na nagbabayad din naman tulad ng mga bago nyong customer di nyo maasikaso agad.lalo na pag connection complaints.
Diba kayo yung company na nakabile ng digitel, well guess what poste nyo yung tutumba na dito sa tapat ng bahay namen.and since nadamay yung connection namen.as in naputol ung wire kase nag sag ung wires at inabot ng nadaan n sasakyan.kelangan nmen iparepair s inyo.but, as usual ilang araw n wala pang nagawa and pagka follow up nmen sbe nyo kelangan munang ayusin ng meralco ung sirang poste d2 bago ikabit ung linya.
As I have said.sainyong poste ung tutumba n.and ilang days n syang ganon. At alam ko n alam nyong poste nyo yon dhil may nag pnta n d2 para icheck ung linya nmen n nireport nmen n naputol. Ang ginawa nya lng tnignan at sinabing kakaon dw sya ng repairman.that was 5days ago.ni ndi man lng sya bumalik o kung anoman para ipaalam smen kung ano bang nangyare.nagaantay kame kase sabe nya babalik sya.umabsent p mismo s office ang nanay ko para may tao d2 s bahay pag ikakabit n ung linya.so?, ano magaantay nlng b kameng pumuti ang uwak?
-santa cruz, laguna

This company is a pain in the ###, when the services was installed the contractors required 1, 350php for the installation found out it was a scam by their own contractors but they didn't do anything about it! Long story short, connection is sllloooww and intermittent keep calling them and theyre not sending techs to fix the issue, now we dnt have dial tone for a week plus intermittent connection feels like we're still using dial up! If only we have a diff. Provider in my place i would drop pldt in a heart beat! Do something abt this before i file a dti complaint! Check this acct and think that even united dropped value, guess who's next? 4703181

My landline phone connected to my internet router made a screeching sound for 2 days straight non-stop and by that time, my internet connection was crawling slow. After 2 days, the screeching sound finally stopped yet my telephone has no dial tone at all. Hence, the internet connection wasn't slow but has perfectly stopped and it's been like this for 3 days now. By those 2 days I was experiencing the screeching sound, I've already been trying to contact the PLDT hotline using my smart sim phone, I don't know what the problem was but my call couldn't go through. Only by the time the dial tone was totally gone I could contact the hotline. I teach online at home. Now, the problem is, I have been calling the PLDT hotline and the CSRs have been telling me that a technician will be dispatched and that they are making an emergency request to have a technician come and fix it for days but until this very moment of writing this complaint, it isn't fixed yet. I couldn't work for few days because of this. I chose PLDT over other internet providers because I believe that it is the most reliable internet source and I really think it is, until this moment came. I wonder why it takes a long time to dispatch a technician. And PLDT, many of your customers are counting on you so I hope you will do something about this. Thank you.

On February 28 my landline and modem was installed. The Landline worked with no problems but I waited patiently for the DSL to be active. Called 172 and they said that the open order is still on going and that I should wait for my account activation. I called consistently for a follow up and the account got activated on April 3. My DSL was still not working so I kept calling 172 and finally my DSL worked on April 15. The bil came amounting to P3, 199.56 And I disputed the amount some time on March. 171 agents filled a request for it and I never received a feedback. On April 18 My landline got faulty with no dial tone so I could not call anymore to make a follow up. My landline was fixed today April 26 so I called 171 for a request for an action on my month long dispute since I am due to pay my bill on April 27. My Bill dispute is that I refuse to pay P3, 199.56 for a landline that has been active for 2 months and an internet service that I barely had since it took weeks for your technicians to fix it. my first ticket was even closed even before it was fixed that's why I had 2 tickets.

This is what happened

My Name is Ninotchika Macalipay
Tel no. [protected]
Account number [protected]
Ticket Numbers [protected] and [protected].

I would like to file a formal complaint regarding an agent who misinformed me and a supervisor who called me back yet left his work station and just placed the call on mute and apparently left.

I called 171 yesterday regarding my bill dispute that has been ongoing for over a month, I spoke to an agent named Jay Gomez id number 5652 and I was told that my balance is Php 3, 199.56 but since he made a "follow up" on the "back end" the balance that I can pay on my due date tomorrow is down to Php 1, 714.28. I was happy but I called back to confirm it but no agent can tell me the same detail. An agent named Leah that I spoke with after Jay Gomez even hang up on me and never called me back. I called and on my third attempt I spoke with Leslie Villanueva id number 21772 and I requested for a supervisor. after waiting and being on hold a couple of times I spoke with supervisor Ian Valles. (please refer to the notes on my account) the call got disconnected so he called me back and we talked for 2 hours until we couldn't agree to his resolution, what he did was asked me to wait on the line until the "back end" replied to his message and left the call on mute with no one on the other line.

attached is the phone of our ongoing call with no one on the other line.

Dear ma’am/sir,
Re: complaint against pldt home bro or smart bro
I wish to complain about pldt home bro, with account number: [protected] that I was told when I upgrade to pldt home fber and if were already fully installed (it was installed october 26, 2016) the connection with the pldt home bro will be disconnected.
I am complaining because your sales representative provided me wrong information, about the disconnection with pldt home bro. this representative visited our village bellavita tapia last september, 2016.
When I first learned of this problem, I went to visit the pldt branch last january 20, 2017, submitted a letter for the disconnection of the pldt home bro and paid the remaining balance (about php 950.00 paid to process the disconnection of the pldt home bro). I was told that a service order was already been submitted, I just need to wait for a call from pldt home bro that will remove the antenna above our roof. april 26, 2017, I received a bill from pldt home bro with a pre-termination letter, to my surpise I know that this was already been taken cared off.
I am requesting to waive the bill charged to me and the pre-termination fee, since this was already be taken cared last january, 2017 and the misinformation provided to me by your sales agent’s last september, 2016. I would like a written statement explaining your company’s position and what you will do about my complaint.
I look forward to hearing from you as soon as possible to resolve this problem. if I do not hear from you within 7 days I will file complaints with the appropriate consumer agencies and consider my legal alternatives.
I am attaching photocopies of my bill statement with pldt home fber, the pldt home bro bill statement and notice of disconnection, and my identification card.
You may reply to me at this email or call me at home phone [protected].

Sincerely,

Frederick ilaw, padilla

Good am, May complain ako about a billing personnel, they deceive and force me to pay 2 months of internet na pwd nmn pla magbayad ng 1 month muna.di man nila ako tnanong about that bsta ginawan agd ng resibo, nka acknowledge na dw kya i was forced to pay 2057 pesos.and ung excuse na snb skin ng babaeng nakabanggit ay para daw hindi madelay ang pagbabayad, baka daw wala sila dun at advanced dw.di nako nag iskandalo sa office nila dun kahit nangagalahiti nko sa galit dhil niloko nila ako.sana gawan nyo ng aksyon to.Ang pangalan ng personnel is Catherine Cunanan.Dito sa Sta.cruz Lubao Pampanga ho itong office nila.Ang account na binayaran is name Irene Jimenez.

The request has been submitted before PLDT installed the Internet connection plan at our original residence. So a week before that, since I already anticipated the relocation here in Silang, Cavite. I already made a request and informed PLDT to relocate our Internet here at Silang. However, it will be almost 2 months, but the person I have exchanged email with always tell me that they are forwarding the details I have provided them to the support TEAM. Which makes me more aggravated because I have provided all possible details they asked me for, like a PLDT telephone number, I gave them two of those. Then, complete address, which I provided without questioning them the 2nd time just to get the results I wanted to hear. But still, I didn't get any valid response. I am very disappointed with the lack of urgency from the people who promised to help us. It is very crucial for me, especially I work as a freelancer, and without a stable internet I can't report for work. I won't pay them unless they have a solution to this problem!

Here is my account number: [protected]. I spoke with Charmaine Alcaraz this whole time, I don't blame her, but I do hope she finds urgency in what she do. She doesn't know how to empathize nor provide update within 24 hours or 24-48 hours. Customer Service of PLDT sucks!

I want this internet connection relocated right away, or else I will apply for a different plan under a different name and then just forget I had this plan with PLDT.

Board of directors..

Please have mercy to us consumers in general santos city using pldt facility... Why? youre centers are lacking of cashier?you have just only 3 cashiers and the client is rising to 600 plus and by batch number of numbers to be called...We paid thousands and exchage naman kayo ng good services that we can see a comfortable in paying our bills and other transactions...

One photo is attach and the rest of photo are been ask with your guard to delete...Hope to hear feedbcks

I applied for a plan 1299.00 and was advised by a pldt agent they are still on a promo (free wifi modem ) and 500.00 one time payment for the installation fee. My application was submitted first of February 2017 and was installed on February 19, 2017. During the installation, I spoke with someone from Pldt representative and she advised me not to pay anything to the installer, and I will just need to wait for my bill. She said that one my first, I should be expecting higher bill because of the one time payment for installation fee which is 500.00 pesos. And on my next bill it will be back to normal which the plan that I applied for is 1299.00. When I received my first bill the total amount was 1434.00 and then next was 722.49. I considered those bill since I was given a heads up my bill is higher on the first month plus the proration rate February. So, I'm expecting that on my next bill it will 1299.00 which will be due on April 26, 2017 but I was wrong because I received a bill in the amount of 1506.48. I called right away the billing line 171 and the representative who helped said that I was charged for the wifi modem in the amount of 107.00 pesos and some cents plus the installation fee which is 97.00. The representative said these charges will be payable within a year. I complained but the representative can't help me, she transferred me to another department but still they can't help me as well and advised to go to our nearest pldt office. I went there last week April 12, 2017 and as per the representative as she checked my application, there was note written that I was not able to avail the promo but she was unable to explain it further and we were to go to the center where we processed the application which was in Ayala Center Mall Cebu City. We were advised by the agent there that their promo never stops since the beginning of the year. And then since no help us to resolve our issue our last option is to talk to a Manager we went to the Pldt office (Jones) again and look for their manager but unfortunately the manager is not available and he's not in the office and I was provided a direct line of the manager but when I tried to contact the number I was routed to a voicemail. It seems that they do not care about the concern of their customer. Everyone tells me to do this and to do that but no one could really help me.
* I want to have my bill be corrected, the wifi modem be removed and the installation payment will not be payable in a year... I am willing to pay in full for the 500.00 installation fee. Please help me as soon as possible or else I will request to have my subscription be discontinued. You contact me this phone number [protected] or through email @ [protected]@yahoo.com
My pldt account number is [protected]

I lost my job and been actively looking for a new one. An opportunity came but they required me to do a presentation. The presentation is highly dependent on net connection. Since I had a week to complete the task since it was given a day before holy week. But to my dismay, because of poor internet service and the LIES and BIG LIES of customer service, I wasn't able to complete the job within the timeframe. It was holy week and so all computer shops were closed. What is most disgusting is that the customer service rep told me it was my fault if I lost that job. I should have done this and that. Go to the internet shops to complete my job. WHAT THE F! I subscribed to them for reasons I need their service, but now they're telling me it is I who need to adjust and do something about my own problem! And what's more demonic of their service is they promised that a technician would fix it. It has been a week now and heard the same scripts 4x but no technician appeared.

PLDT SUCKS!

MAY THEY SHUT DOWN SOON.

I called 171 to request for a plan upgrade last 02/04/2017 and spoke with Amie. She advised me she'll forward the request for the job order to be created and advised me to do a follow up after 48 hours. I called again 06/04 spoke with Michelle (if im not mistaken) and was advised no job order was created since Amie noted that she wasn't able to advise me that i will need to recontract the plan once upgrade has been approved though Amie did discuss it with me. Michelle then promised me she will just be the one to have it forwarded again and assured me of a job order and to call back again after 3 business days. I again called today, 12/04 which was even after 6 days alaready after i talked to Michelle, was able to talked to Dianne only to find out that STILL, no job order was created from my last call. I asked to speak with a sup, talked to Ben Rosalia who promised me he will personally monitor the case and promised me he will call me back within the day or before his shift ends to provide update but he never did. Called again today talked to Troi who advised me that still, no job order has been created after talking to 4 of your people

It seems that no one is treating this case with urgency.I have a homebased job and my work is already jeopardized because of the delay and you need to make sure I will be properly compensated because of this..I signed up for a 4 mbps plan and yet what Im getting is only 1.45mbps which I don't usually complaint as I know how customer feels every time they complaint since I worked with Telstra for 6 years but this one is already beyond joke. I always make sure I pay my bills on or before the due date and this is what i get? Someone from your team needs to get back to me within 24 hours or I will formally lodged a complaint with NTC about this.

So I want to complain about our internet connection, it was fine from when it was installed (September 2016) until it was December. Ever since then, the connection got slow and unstable that we had to reset it every five minutes to keep the internet going. It got worse now, since every time a gadget connects, it resets itself already. It's been 4 months that it acted like this.

I requested my ISP to finalize my bill due to illegal upgrade to incorrect plan. They upgraded it to plan 1699 family plan (5mbps) from family plan 1299 (3mbps) instead of the correct plan-1699 fiber (5mbps). It's been 3 weeks now and I have not heard from the products and services, technical and billing departments regarding the finalization of my plan. My original plan 1299 should be deducted bu the following credits: incorrect plan upgrade that went up to P2300+; 9 days no internet connection since modem was replaced on the 10th day; defective replacement modem; daily slow connections and literally no connections. First tickets were 4 that are not yet resolved. Now my bill went higher up to P3569.69. Badly need your assistance on this. Thanks.

Good day! Gusto ko lang po sana icomplain about dun sa internet connection namin ngayon. Ayos naman nung mga nakaraan but last week even though hindi pa due date na bayaran nawalan na kami ng connection for a week then nung binayaran na di parin kami nagkaroon ng internet and until now pawala wala yung internet pakiaksyunan po. we're paying the exact amount then the service is not that great :/

I am a paying “before due-date” pldt customer since several years. My income is made over the internet. No internet for me doesn't mean no facebook for entertainment. No or slow internet means - no income or in other words no money for paying my bills.

Today is 26. March 2017 another day with slow internet and connection-losses. Another day pldt cuts down my income to 50% for not repairing the line. Since 02. Feb. 2017 my internet-connect makes serious problems. (Can be proved by many screenshoots). I complained first 02. Of febuary. Not even a ref. Number I got. Only nice words. I waited a week. Sometimes looked like selfrepair, than I complained again. Nothing happened.

Since march I complain about 1 time per day. (172) I final got a reference-number [protected] and a lot of promises, that a repair-team will come out. At least I talked, besides the technics to the billingstation. I have about 10 % of the sold speed. Instead of 3.5 mbps I have 0, 17 – 0.35. So I gave last friday a last chance to repair the line till today (Monday) or I cut of my payments by 90 %. I pay for what I get. 10%. At least I don't thrust the documentation of pldt, that's why I place this on the board.

As the line worked in past it was ok. But pldt offers you 0 service, if anything don't work. Only nice and friendly excuses, but 0 help. See what happens. I hope pldt sue me, so we meet at curt..
Falko Söhne

I would like to all the attention on how you rendered your worst ever service.. Aside sa mabagal ang net every month nawawalan ng internet connection in a day or more..I called 171 6 times in 35 hours theres no result for my complaint.. (ref no [protected]) even we are paying every month our bill still, same old story.. No matter how you change your company logo and yet your worst ever service is the same.. Same ### every month.. Do something for what we are paying.. Not even and fair as were your customer since 1998...

I will make sure this time of our next bill which by april the days we dont have any connection will be deducted according to your customer rebate policy..

Please, nowadays people are so dependent using internet.. Im loosing business and job because of what so ever reason you have... Too much inconvenience in our part.. Do system upgrade.. Alabang area office cant be reach by 3pm ... ? according to customer agent? how come?

please do something about this..

I went to pldt sales & service senter with a complete address of don mariano marcos ave., bgy. Fairview, quezon city, metro manila. I ordered to my employee to go to the pldt office to pick up my initial fees refund worth 2, 300 pesos last february 22, 2017. The pldt employee said that they call me if my refund is ready to get. But its been more than a month now but still I cant get any updates on my application!. I am hoping for a immediate response. Thank you.

This my appication details:

Name: jungae an ms.
Pldt account number: [protected]
Address unit 401 loyola heights condominium f. Dela rosa st. Quezon city
Cancelled application: famplan 1299
Initials fee: php 2, 300

Hi good day.
I'm complaining about the harrassment im receiving
From pldt homebro. I applied for a homebro plan. Back in aug 2016. And from the moment they installed it.
We have poor and most of the time no internet service. I reported it a multiple times.
Even the pldt home ultera technician visited us 3 times.
And advice us to settle the disconnection. And after a month. They disconnected the service. And from then. They keep calling us for collecting the unpaid
Balance. And just yesterday we receive a text message from associates law office threatening us. Stating that we need to settle the unpaid bill to avoid any legal problems. I also submitted a complaint to ntc for this unacceptable acts.

Thank you.