Philippine Long Distance Telephone [PLDT]
reviews and complaints

May 2016 - No internet & Landline for one month and wasn't able to report however needed to pay without their services just because we failed to report.

June 2016 - No internet connection & Landline but reported, and we were advised that there is a major problem in the area, the internet however was resolved for a few days but again... now we don't have internet again and Landline ever since we have reported the problem..

Agents/Third parties calling me to pay bills as reminder as if there is no issue between PLDT and me. They still have guts to remind a bill without their services.

Nakabit po ang home dsl ko ng Feb then after a 10 days 2 naka unipormi ng pldt kumatok at magkakabit daw ng dsl. Sinabi ko nakabitan na ako. After ko magbayad ng first bill ko nakatanggap ako ng isa pang bill nasa pangalan ko at sa address ko pero ibang tel # at account #. Itinawag ko sa pldt at inireport ... then sinabi na aayusin. Ang nangyari every month na akong nakakatanggap ng bill at every month din akong tumatawag or minsan 3 or 4 sa isang buwan para i check at i follow up kung naayos na. Kahit mga 2 oras akong naka antay okay lang noong una kaso nong tumagal nabwisit na ako.
Ngayon nakalagay sa statement na disconnected na 5k plus ang bill. Kaso panay ang tect sa akin ng isang law firm advising me to settle the account. Bago itong ginawa ko dito i have several emai na pinadala mismo sa pldt customer care to relay my issue. Pero wala. Im hoping somebody can help. I will never do what they asked na pupunta ako at ayusin ko daw sa opis nila. Dami ko na tulog at oras na sinayang sa kanila kakatawag. Tapos ako pa pupunta sa kanila para ipaayos . Worst.

Not to be rude PLDT but your internet is [censored]. We applied for PLDT home bro Ultera about 2 months ago back then the internet was not as expected like 3mbps but just a week ago it got even worse I cant play Dota 2 anymore because my ping is like hell and it also takes me several minutes to do a simple quick search. my user no.[protected]

I have applied on 5/6/2016.
I have called them several time for i think 7 times and they always told me that just wait for 3-7 day and sometimes they told me to wait 42 hours. But until now 5/31/2016 I still don't see my speed upgrade. My upgrade status on their website is activated and installed but my speedtest don't show any changes on the speed. I have emailed them 2 time and gave them my service reference number two weeks ago and until now I still don't get a response. I just received an automatic acknowledging email that they received my email. My Current speed is 6mb and my upgrade speed is 50mb but they have promo for 100mb for 6mo. so I still don't see changes in my speed

I was a victim of a PLDT scam. Just recently, I availed a promo from them which is the PLDT Sulit500 @2 Mbps speed and 20 GB monthly allocation. At first, I was so happy because the technical team informed me that as per their reading thru speedtest, the speed reached around 2.0 Mbps. I thought to myself that this is the speed that I need for faster browsing. However, when the technical men left my home, I immediately called up 171 to know more about my account details and I was amazed that the telephone number which they gave me does not belong to me. It is belonged to someone else. I asked the customer service representative why this happened, but, she promised me that this thing was just temporary. I used the internet at noon when my sister got home and the speed seemed good.

The next day and the following day, I was exasperated knowing that there was no dial tone on the phone and I could hardly access the internet, the problem started around 6:30-7:00 AM and onwards. I wanted to call thru their helplines, but, the problem was how can I call them when there's no dial tone? You need to find another phone to raise your concern or perhaps, borrow your neighbor's phone for the moment.

Three days thereafter, even with my connection unfixed, I received a call from PLDT customer care thru my cellphone (Globe) asking me of my new PLDT connection and their services. I gave them a direct answer that I was disappointed! The customer service lady gave me my account number, phone number confirmation and some directions on billing. After the call, I hurriedly created an account on PLDT home website for the purpose of my GB and billing monitoring. I enrolled the account number given to me, waited for the verification, until, everything became successful.

That same day, I came across with the booster option on their website and within this option you can easily view your data history, your Kilobytes per day consumption. I noticed that in the first day (day of installation) I consumed more than 2.4 GB (gigabytes) when in fact, I just used the internet at dusk, when my sister got home and we were just browsing online. So, there was a big mystery about this big consumption. The following days, we consumed around an average of 170 Mbytes per day as per data history.

Looking at the scenario above, I deciphered that probably, they have made a speed scam by fooling people to think that 'they get what they deserve'. It seems to me that they're doing a strategy called 'switching'. Every time, a client has to avail for a plan, they are going to switch or hook you up in a stable connection (which is owned by an existing subscriber) in the main trunk line, until, you were fooled to believe that you have a reliable speed. After which, they are going to revert you back to an unstable and unreliable speeds. A business strategy? Or perhaps, a scam!

Last may 22, 2016, I applied for sulitplan500 promo here in sir, davao city. On may 25, 2016, the internet connection was installed and the connection speed marked 2.0 mbps (Speedtest) according to the technical team. When the technical men left my place, I dialed 171 to know further about my account and a lady customer service representative answered me. Unfortunately, when she asked me about my phone number and gave the details to her, she replied that the phone number does not belong to me and that is belonged to someone else. I told her that the phone number was given to me by their technical team and this number was also written in the empty modem box. I was instructed by them to follow the numbers written in the box, should I have any problems with the internet in the future. These numbers are the 171, 172, 173 including the telephone number. The lady then informed me that perhaps the account may be just temporary.

On the following day, at around 7am, I noticed that our phone has no dial tone and it went back at around 11:30am. I also noticed that I could not connect to the internet within those hours. I called up 171 and a customer service agent told me that they were having some adjustments between those hours, and so, I tried to understand them.

On the third day, I noticed that the problem again persisted. The dial tone was dead at around 7:00 am and it returned around 12:30nn, and then, it was dead again after 30 minutes. I tried to contact the helplines for 30 minutes, but, nobody has answered my calls and all I heard was the garbled sound of an automated voice machine. I tried to check the lines if there were loose cables and rj45/rj11 connection problems. So far, none were seen. Only that the grounding was not set in the installation, since, it was decided by the technical team that it's no longer necessary (Although, I suggested that it should be installed, since, it's part of the sop).

Until now, the problem exists and I hope that pldt should do in their power to fix the problem immediately.

My number is [protected] under the account name of ronald floralde. Thank you.

When a bill is due PLDT will open a portal through your internet connection. This happened to me on 21 FEB 2016. The amount owed was paid but the portal remained open. I contacted them by telephone 3 times and each time they said they would correct the problem but failed to do so. Then I went to one of their service centres where I was treated as a joke and after asking to see the manager was told that the problem would be sorted and some sort of refund could be arranged and that I would receive a call. It was not fixed and I received no call. Since then I have called three more times and still they are telling me it will be fixed but the problem remains. Now for Three months my internet has been almost unusable but I am continuing to pay. Why am I paying for a service I can't use? And Why is the quality of service so poor? And Why, every time I mention refund they change the subject? I would like the problem fixed and some sort of refund.

5/3/2016

Can you please fix this unstable, and poor internet service? We pay you for your good service not this one, one day, it just begin to disconnect randomly and when I try to restart the router of the internet, it won't reconnect, plus sometimes, there was a day it won't connect to the internet like, Why in the earth won't it connect to the internet? What did I do? Is the PLDT behind this or is it my router that is broken? I also have proof to show how poor your service is. I want it to be fix A.S.A.P.

My Address is Secton3, Block9, Lot12, Sunny Brooke1, San Francisco General, Trias, Cavite

I called their customer service since the 1st week of March to dispute charges of Telpad since I was not able to receive the unit. I was charged for months' in one bill because they say that I received the unit last December 2015. It was noted in their system that a certain name received it but not my name. So it means that it was an error from their courier. Until now it is not yet resolved and still being billed for the monthly charge. I am paying the bill though because I need the internet badly for work. And they said that I have to pay the bills until solutions have been released. I kept on calling them every week but no resolution. Its hard to call their customer service and when they answer the reply would be the same. Their service is very disappointing and I am considering on transferring to a different provider. My account is [protected].

Dear PLDT,

I've been experiencing inconsistent connection for the past three weeks. It's really irritating seeing the loading icon all the time whether I'm watching videos or just playing a simple online game. Please be fair enough. We are paying in exact amount on time so we deserve quality service in return. I've contacted your customer service for the past two weeks but optimization of my connection won't solve the problem. How much long do we have to wait for you to provide us consistent service?

P.S. I am currently located in Calamba City.

I have been made aware that a person on your service using IP 49.151.80.173
is hacking our email services and has conducted requests for our clients credit card details '
I have filed a complaint with the Telecommunication office in Australia as we are facing losses as a result of your customer . Your assistance in this matter in advising this person of his illegal activities using your service
Regards Gerry Keating CEO Freight Box Container Australia

Your login history shows when and from where your email was most recently accessed. Use it to detect unauthorized account access.

IP Address: Location: Accessed On: Access Type:
114.108.213.211 PH (MANILA, MANILA) 23/03/2016 12:38 am Webmail
114.108.213.211 PH (MANILA, MANILA) 23/03/2016 12:07 am Webmail
49.151.80.173 PH (MAKATI, MANILA) 23/03/2016 12:06 am Webmail
49.151.80.173 PH (MAKATI, MANILA) 23/03/2016 12:01 am Webmail
119.94.5.141 PH (LAS PINAS, RIZAL) 22/03/2016 3:58 pm Webmail

My account is [protected], account holders name is Joanne Apple bara. I called your customer service today, March 14 to explain the bill that I just recieved from my email and he was able to explain it to me the only matter that irks me is that when I asked him, what If my payment will be delayed for a few days since I dont have precious balance, is it ok if it will be delayed for a few days then h answered that if my payment will be delayed even if it's for few days it will be disconnected. with that kind of policy, is that approved by the DTI? wow you are so heartless PLDT.

Problem Started: February 4, 2016

Our landline has been malfunctioning for almost a month now. I have been constantly calling PLDT's call center to report the problem. They will make a report about it and say that a technician will do an inspection to determine the problem. We only saw the technician twice. TAKE NOTE THAT I REPORTED THIS PROBLEM MORE THAN 5 TIMES because it has been A RECURRING ISSUE. They will "fix" the problem and confirm that the issue won't be happening again. VOILA! It still repeated itself. It has been more than a month now and still isn't fixed. And their billing department said that we cannot be processed for a rebate because the issues that I reported were resolved within 24 hours. You need to have an issue that goes over 24 hours before you can be issued a refund. I am frustrated because my job is home-based, Meaning my job is on the line. One month without reliable service and they still expect us to pay for that month. Tell me is that fair?

Dear Sir/Ma'am

I would like to complaint sa bilgang pagputol ng DSL connection namin. We have a due date on March 2, 2016 but on March 6, 2016, our DSL connection was cut without prior notice. We paid Mar 7, 2016 and up to now, Mar 8, 2016 around 9 AM, still hindi pa kami narerestoran ng DSL Internet connection.

The landline number is 7148985 under the name of my mom, Zorahayda Payawal

Why cut it without notice tapos even after 2-3 days of non payment after due date, kinucut na ninyo tapos kapag nakapagbayad, magaantay pa kami after 2 days.

Why?

Kaya siguro nawawalan kayo ng customer dahil sa hindi masyadong maganda ang service ninyo sa clients ninyo.

Sorry for my rant kasi may mga ginagawa din kasi yung mga tao sa bahay na kailangan ng internet eh. Hindi lang ako yung gumagamit.

Hopefully when I arrive home later at night. I can use na the internet.

Thanks and may God bless you more!

03/07/2016
[protected]
sir/mam bakit po di nagupgrade ang speed ng net lo. e nag-upgrade maman po yung iba! ang plan ko po e yung 3000 (8mbps).. ngayon po ay 15 mbps na... ang nakukuha ko po sa kasalukuyan ay 8 mbps pa rin imbis na 15 mbps, ang dahilan po nila ay di po raw kaya ng linya o yung equipment, so nagpapadowngrade po ako ngayon kc pareho lang po ang plan 1995 ang speed nila at ang speed ko, ngayon ay kailangan ko pa raw magbayad para sa downgrade dahil po sa kontrata ko na may ilang buwan pa para matapos.. tama po ba na mag bayad ako sa downgrade e sila naman po ang di tumutugon sa serbisyo na kailangan ko na 15mbps... natural lang po na isang consumer na maging parehas lang po o pantay-pantay ang bayarin ng bawat isa... di po ako papadowngrade kung nakukuha ko ang 15mbps, dapat po ba ako pa ang makarefund dahil kung titignan po natin ay ang pldt po ang di sumusunod sa serbisyong dapat kong matanggap(15mbps)...

The reason why I'm posting this complaint is because:

I made an order of Iphone 6s on November to PLDT website because it says there that I can take advantage of their promo as long as I have a running service with them. Therefor, I availed of it. It's
Iphone 6s

After waiting a month long and multiple follow-up about my request, I was given a service request number this February 1st 2016. They said that they will be contacting me. None of them contacted me up until now. Since no one is contacting me I made a follow - up again, several follow up to product and services. they said that they will be escalating the issue and so on. They are telling me that they are out of stock. Out of stock? for a months long? I believe it was on the 1st week of February. Then just for me to be able to check whether if my case has been escalated, I called again to product and services and asked them when was the last time that the notation on my account has been updated, they said it on the 1st of February. Now where is the escalation procedure there? It's really annoying that PLDT is making people fool. Advertising to their website but incapable of fulfilling customer's request. PLDT's in-capacitance is on its peak! They don't even care on how long the customer is waiting for a certain request.

Now, all i want is a real escalation about my case. If not, expedite my request. I have been waiting for so long and it is unacceptable. I will make sure that if PLDT will not take an action about this. I will take a legal action about this matter. I will take this case to DTI.

Below are my details

Account number: [protected]
Service request number: [protected]

I have sent numerous e-mails and called PLDT customer care to transfer our business phone line and Internet on a certain date, my first e-mail I didn't even get an automated reply that they will get back to me within 24-48 hours. So I called them to make sure they got my e-mail, as that e-mail includes corresponding documents to complete the requirements for the service transfer request. It took awhile before I get through a PLDT customer rep., they've been passing me over and over to another customer rep. because they cannot reassure me if they can do the transfer at the given date I requested. THEY COMPANY CAN'T EVEN PROVIDE ME A DATE WHEN THEY CAN PROCESS MY REQUEST! And now it's been almost a week that I haven't heard from PLDT e-mail support not even a phone call from them! What a BS company! We are a good paying customer and they can't even respect our time!

We were advised by PLDT hotline to pick up our phone unit & SIM card that is part of the Spark Plan 1, 799 at the Megamall branch.

However, when we got there, the service agent, Eloy, insisted that we would be charged 500 per month for the phone & sim. Eloy then rudely pressed " o ano na, ano na!?". Noticing the rudeness, my wife asked "anong ano na", Eloy kept on typing and didn't bother to respond.

After an hour or so, confirming with the hotline that the phone & sim are indeed free and putting the hotline in touch with Eloy, we still didn't get a confirmation from Eloy that it is free. These are also clear in their application forms and on recorded phone conversations.

I wonder where the arrogance comes from -

Palpak na Arogrante pa!

I would like to make a compliant of the services being provided by PLDT. It has been observed that the customer service representatives only focus on delighting their customers during the first interaction on that call alone. Assuring that the problem will be resolved once a ticket has been issued. Now, is it really about just delighting the customers during the first interaction? Instead, why are we not looking at the service to be provided with a long term resolution? Why are we not getting it right the first time? Why are we having our customers contact the customer service hotline numerous of times, and still getting the same responses over and over again with no resolution being done. It is evident that I am a very dissatisfied customer. Before, I had no problems with the services provided. Hence, I was such a satisfied customer that I had become and advocate of your service. Recently, for the past few months including this week. You have changed my mind drastically. I am not happy with any of the services that PLDT is providing to their customers. Previously we have been reporting an issue with our intermittent connection. The customer service Technical Support Representative would mention that they will send out someone to check out the lines and our network. After 4 to almost a weeks time, finally an on-site technician from PLDT arrived and had looked into the problem. Though this only happened after numerous of phone calls made to PLDT's contact center. And I kept mentioning that the problem seems to be with the modem. We have been calling very frequently until finally someone went on-site and had replaced it. PLDT representatives are not handling the call accordingly. They rely more on creating tickets and asking for a callback number which as a matter of fact is pointless. They say they'll call within the day, that's not happening. Do not commit to something with your customers if you are not able to deliver as what was mentioned. In addition, start working on how your team can better set the right expectations with their customers. Place requests orders accurately the first time. If their are customers who have been making numerous of phone calls, make sure not to keep giving the same responses over and over again. I've heard it already the first time, but why is nothing still being done about it? I do not have all the time in the world to always make phone calls to your contact centers about issues encountering every single time and making how many frequent calls to get to the bottom of my concern. This goes out to all customers that you have subscribed with you. If we have signed the contract with you on the services and policies being done. The best thing PLDT can do is to live up to those standards and ensure that the best quality service is being provided with the most upward customer service and standards their is. If your on-site technical engineers or technicians are the problem, then hire the right people for the job. Recently, I have another concern with PLDT. Last Saturday, February 6, 2016, we had no dial tone; hence, impacting our internet service. Now, we had made a phone call to report such incident. We were informed that a ticket has been made for an on-site engineer to look into it. A reference number of [protected] was created. They had asked for our call back number and they were provided with such information. As what was mentioned is that someone from the Technical or Engineering team will be contacting us. Which did not happen. Now on Sunday, we made another phone call, getting the same information that a ticket has already been requested and they will make a follow up request on the ticket tagging it as urgent and asked for a callback number again, promising the same thing. Still, they did not live up to their promise or commitment at all. Made another follow through within this week, and same thing. On Thursday, we had gone to the PLDT office in Mandaue City to ask for the help we need and about our services not being fixed. They could not provide the help we needed and we're unsure on what to do. Another mentioned to call the customer service hotline. Which we have been doing and doing to no hope of any good service out of it. No good service from the contact center supporting PLDT nor from their in person personnel in a PLDT office. It saddens me to say that I have such a service with a company that I used to be an advocate with and had disappointed me so much during the past few months and right now. At this moment, we still do not have any dial tone which is causing a ripple effect toward our internet service and is impacting so many things on top of that. It has already been a week. We will again go to the PLDT office this Monday and make another follow up as we have all this week with PLDT. Is there something wrong with your repair team for the dial tone and internet service to be fixed? If so, just say it. tell us what really is going on. Do not give us the same run-around. I will also be expecting to get a rebate for the loss services. If this continues and that we still do not get a resolution to this problem, do expect that we will be cancelling our services with you. And not just that, but as a consumer of your service, I will also be sharing my disappointments with friends and colleagues; hence, even our firm about such nuances encountered. Get this fixed or we will find a better Telecommunications provider instead. We are also very much aware of your competitiors and recent one on-boarding which is Telstra. I would not mind having to switch to another provider, even of your competitor, if this type of service delivered currently is how PLDT works and how low of a standard things are being positioned to. I hope your company will start living up to the standards set in place, living up to your mission and vision statements and really honing up to it. If things change, I will consider staying with your services. If not, don't expect me nor many other consumers you have to stay. This issue of mine is still recurring at the moment with reference number [protected], and I hope it gets fixed immediately; hence, I will disconnect my services with you amongst other consumers who are aware of the situation.

Dear sir/madam: I would like to make a complaint about your customer services in your all cagayan de oro city offices branches. Pldt office branches in cdo is very poor and very bad customer services not only in minor branches but also main office branch of pldt. Pldt employees include the managers/supervisors are not approachable, not accommodating, not service oriented. Seem they need more training and/or should be replace with good people. No body answering the hotline to entertain questions, assistance and complaints. I hope you would check and improve your services in cagayan de oro city branches. God bless. Thank you.