PLDT Customer Service Issues

Hello, I recently switched from Home Ultera Plan [redacted] to PLDT Home Fiber [redacted]. My PLDT Home Fiber was activated on August 19, [redacted]. On August 22, [redacted], I visited the PLDT Malolos Branch Office to inform them about the activation of my home fiber, request the disconnection of my Home Ultera, and ask for the termination fee to be waived. I have not used my Home Ultera since the activation of Home Fiber on August 20. I kindly ask your office to assist with disconnecting my Home Ultera with Account No. [redacted]. Thank you, R.A. Francisco

Hello, can you please respond? Your agents said in June that here in San Jose Del Monte, Bulacan, Villa San Jose Subdivision, Barangay Graceville, the connection would be installed by September. However, it still hasn't happened. It's been three months already. Please, we hope you can install it for us. Almost everyone here has disconnected their Globe internet to switch to yours because you've placed fiber boxes in our subdivision. But since we disconnected, we still have no internet. We need it for work and school. We disconnected based on your assurance that everything would be okay by September, but until now, it's not working. No one is replying to emails or texts. We need an explanation from you why it's taking so long. None of you have responded. Sent from my Huawei Mobile

I am unable to locate my account or reference numbers to pay my PLDT Home Fibr bill. There was no billing notice received at my address, and now my internet is disconnected. How can I settle my bill without this information? My account is under the name Olivia Cristeta L. Ranada with a billing address in Alpine Subd. Brgy Magang, Daet, Camarines Norte. When I went to the nearest PLDT office, they advised me to visit their main office in Naga City, which is nearly [redacted] kilometers away. Due to my busy schedule, I am unable to travel that far. Can you assist me in finding my account number so I can settle my bill at your office? Thank you for your help.

I encountered an issue with my DSL service relocation request at PLDT. I originally had service at [redacted] Stotsenburg St. 10th Ave Brgy. 67 Grace Park Caloocan City but needed to move it. I visited the PLDT branch at Felix Ave, Sto. Domingo, Cainta Rizal for assistance. They mentioned a relocation fee of 1,[redacted].58, with a 10-business day turnaround to change my phone number. Despite agreeing to the fee and the wait, there have been communication failures. No one contacted me to confirm a date and time for the transfer, and the fee was already charged without progress. I'm still waiting for updates on the relocation before settling the bill, which has now increased to 4,[redacted].58. Revisiting the branch is challenging for me, and I feel misinformed by the representative I initially spoke with. The lack of communication and service quality is disappointing.

Account Name: Aida Sanggalang Account Address: 13 Apollo 10 Street, San Gregorio Village, Brgy [redacted], Zone 20, [redacted] Pasay City Landline Number: 02-[redacted] Contact Person: Joseph Sanggalang Relation to Account Name: Son Contact Number: [redacted]8, [redacted]4 Issue: Today, the dial tone has been intermittent, affecting the internet service, causing disruptions in my activities since November 6, [redacted], from 11:30 am until now. When trying to contact Technical Support, I couldn't reach a representative for assistance. It's disappointing because I can't get the help I need from PLDT promptly.

I encountered internet connection issues last June 12 and it was resolved by July 14. Despite not using it for a month, the service was disconnected. I continue to pay my monthly bill, even with some delays, addressing the outstanding balance if any. The internet connection is intermittent and extremely slow. I have settled previous balances in October but was informed of an outstanding balance again. I have paid it, but the issue persists. Currently, we still lack a dial tone and internet connection. Attempts to contact customer service result in immediate disconnection after reaching the maximum allowance. I have a reference number [redacted]4. I would appreciate assistance with my concern.

We have been without a landline since October 27 due to an upgrade causing the loss of our dial tone. It has been 11 days without service. I have two questions: (1) When can we expect our landline to be fixed? (2) Will there be an adjustment in the billing for the days without service? Our business is suffering as clients cannot reach us. We hope for a billing adjustment corresponding to the service downtime.

Good evening, PLDT, I want to inform you that our wifi signal is consistently weak and frequently disconnects. Whenever I check the modem, the internet light goes off. This has been happening for several weeks now, and even my father who works abroad can't make video calls. My mother relies heavily on the internet for work, and as a student, I struggle to complete my projects and research because of this recurring issue. We pay our bills on time, so please, fix your service as soon as possible because this is becoming a constant problem. Thank you.

I submitted a transfer request for my PLDT DSL internet address back in August. Despite asking them to contact me before arriving because of my busy schedule, they failed to do so. Consequently, I had no internet throughout August, September, and October. We followed up on this on November 13th, during which they were still billing us for September and October even though we did not receive any services during that time. We agreed that the outstanding balance would be waived, and the transfer would proceed. The next day, November 14th, the PLDT technician arrived at my condo lobby without prior notice, and he did not have my contact details despite us emphasizing the need for a call ahead of time. I am disappointed in their handling of the situation, particularly after they disconnected my service due to an outstanding balance of [redacted] pesos that we believed had been resolved.

Hello, I have encountered a problem with PLDT. I have been waiting for almost five months for my Fiber Optic Internet reconnection without receiving any calls or updates. Before moving from my old apartment to a new one in Taguig, I provided all my new address details to a customer service representative from PLDT. Despite spending almost an hour on the phone explaining my situation, the reconnection has not been completed as promised before my move. It seems like PLDT might be having trouble locating my new area. Many weeks and months have passed, but there has been no progress. The customer service from PLDT has been unreliable and unhelpful. Even the conversations on Facebook have been fruitless. I rely on the internet for work, and the lack of connection has been incredibly frustrating. I have tried multiple times to contact PLDT via email and phone calls, but unfortunately, it has been a disappointing experience. I urge PLDT to fulfill their responsibilities promptly and not keep customers waiting without essential services like internet and landline connections.

As a dialysis patient, having a working internet connection is crucial for receiving financial assistance from my brother overseas. Unfortunately, my PLDT landline and internet have been down for nearly three days. After contacting customer service at [redacted], we tried troubleshooting but the issue remains unresolved. They advised us to wait 72 hours for a technician and provided status reference number [redacted]3. I'm currently at the dialysis center in Alabang, seeking assistance to get this matter resolved promptly. Thank you for your understanding and urgent attention to this matter.

I applied for a $[redacted] subscription with your company on November 10 through one of your agents. I received an email saying that I should expect a call within 24-48 hours, but it has been three weeks now, and I haven't heard anything. I'm not sure if I am still eligible for the internet service. I am disappointed and a busy person, so I want to know if you will install the service or if I should find a better provider. Thank you.

Hello, I am following up on a longstanding issue regarding our complaint. Our account number is [redacted]04, and we are situated in Block 33 Lot 4 Valenzuela View, Brgy Bignay, Galas St, Croton Drive, Valenzuela City. Since November 21, [redacted], our service has been disconnected without explanation. Despite reaching out to your branch in Maysan, the problem persists. We have endured a prolonged period without connection while still paying the bill. I was informed that a technician is handling our request, but as of now, no one has come to resolve the issue. I urgently require a swift resolution as we are incurring additional expenses to stay connected. My name is Rowena, the daughter of the account holder, Nelia M Acosta. Please contact me at [redacted]7 or [redacted]8, or via email at [redacted] I eagerly await your prompt assistance. Thank you

I am experiencing a persistent lagging issue with my internet service. I contacted support yesterday at 12:15 AM, and the representative confirmed there were no apparent issues with my connection. Despite the troubleshooting done during the call, my connection continues to drop intermittently. The representative advised me to monitor the situation and report back if the problem persisted. I was given reference number [redacted]5 for a scheduled line test. Currently, I am unable to reach support due to an open service request and experiencing static on my phone line. The unstable connection is affecting my work-from-home setup and online teaching, causing me to cancel classes, impacting my income. I have already upgraded my service twice due to slow speeds, now on a 20 Mbps plan, but the issues persist. I am paying a significant amount for this service and require a stable connection for work. The situation has been ongoing for two days and is worsening. Immediate resolution is crucial for me to continue my work effectively.

I am inquiring about the status of our family's application for PLDT's Plan [redacted] inclusive of a home phone and free installation. Two weeks have passed since my brother and mother applied at PLDT Carmona, but we have not received any updates. Upon hearing that a colleague had their Wi-Fi set up in less than a week through a contact at PLDT, I shared my mother's details for application, yet another two weeks went by with no communication. I tried to contact my friend for that person's details, but my efforts were fruitless. I attempted to check the subscription status online but required an order number which I lack. Similarly, calling PLDT's hotline only gave automated options with no opportunity to speak to a representative directly. This experience has been frustrating, and I am eager to know the status and have the installation completed promptly. The application is in my mother's name: Full Name: - E.M. Matencio Civil Status: - Widowed Birthday: - March 9, [redacted] Installation Address: - B42 L10 Brgy. Nicolasa Virata, GMA, Cavite Nearest Landmark: - Nicolasa Virata Covered Court; Atienza Bakery Email: - [redacted] Contact Number: - 0[redacted] Another Contact Person: - L.M. Matencio Relation: - Son Number: - 0[redacted] I would appreciate a prompt response. Thank you.

Dear PLDT Staff, I am reaching out regarding the issues with my subscription. For almost a month, we have been experiencing intermittent internet connection and our landline is not functional, lacking a dial tone. Multiple emails have been sent to PLDT, along with follow-up emails, yet no response has been received. I also attempted to contact PLDT via Facebook Messenger and Instagram, but unfortunately, my messages were not answered. I must express my disappointment in the level of customer service provided. I kindly request your prompt assistance with this matter as it is causing a significant inconvenience. Your urgent attention to resolving these service disruptions would be greatly appreciated. Sincerely, Josephine Nazarea

Hello, my name is Walter Odibi, and I am experiencing issues with my Wi-Fi modem. The account details are as follows: Account Holder Name: Mary Grace.M Capinig, PLDT Phone: [redacted]15, PLDT Account No. [redacted], Reference No. [redacted]. Our Wi-Fi modem has not been providing data to our devices for two days now. I was informed that a technician would come within 72 hours, but we have not received any updates yet. We urgently need the internet during our examination period. Currently, our Wi-Fi is not working, with the ADSL light blinking and the DATA light off. Additionally, our telephone is also not functioning. We would appreciate it if our request could be expedited. Thank you, and I look forward to your prompt response.

I recently received your letter dated March 23, informing me of a payment of P5,[redacted].97. Last November 6, [redacted], I contacted your customer service due to issues with our landline and internet connection. Despite assurances from the agent, no one came to fix the problem, and our services remained dysfunctional. I provided details to the linemen working in my brother's neighborhood early this year, but still, no action was taken at my residence. I find it unfair to be asked to pay for services that have not been provided for months. I look forward to a resolution on this matter. Feel free to contact me at [redacted]6.

Hello, I am reaching out regarding the transfer of our telephone line within our office building. Despite several attempts to contact PLDT, we have not been successful in getting through to a customer service representative. We are scheduled to move from the 30th floor to the 28th floor by the end of the week and urgently need assistance with the transfer. If you could help us with this matter, it would be greatly appreciated. For further details, please do not hesitate to contact me using the information provided below: John Joseph C. Office Administrator Keystone Controls Inc. 28/F Unit MNOP Burgundy Corporate Tower, [redacted] Sen. Gil Puyat Ave. Pio Del Pilar Makati City [redacted] +63 2 [redacted] / +63 [redacted] [redacted] Thank you, and I am eager to hear from you soon. Best Regards

Greetings, I am seeking assistance in transferring our office telephone line to a different floor within the building. Despite several attempts to contact PLDT, I have not been successful in reaching a customer representative. We have a pressing need to move our services from the 30th floor to the 28th floor before the week concludes. Please feel free to reach out for further information. Best regards, John Joseph C. Office Administrator Keystone Controls Inc. 28/F Unit MNOP Burgundy Corporate Tower, [redacted] Sen. Gil Puyat Ave. Pio Del Pilar Makati City [redacted] +63 2 [redacted] / +63 [redacted] [redacted] Thank you and I anticipate your prompt response.