PLDT Customer Service Issues

Dear PLDT, I purchased the PLDT Home product around two months ago and have been using it for the past two weeks by consistently loading it with [redacted].00. However, I have been facing issues with the signal being very intermittent which has been quite frustrating. Unfortunately, on Friday, December 4, [redacted], after loading it with another [redacted] pesos, I have not been able to get any signal at all. This is causing a lot of inconvenience as a student and professor relying on PLDT's services. My PLDT number is [redacted]. Sincerely, Raquelyn Jumawan-Dadang Central Mindanao University

Hello, my name is Anabel E., and I would like to address an issue with my relocation application I submitted on November 16, [redacted], at your Iloilo City Lapaz Branch. Despite waiting for a response, I did not receive any contact. When I reached out to customer service, I was informed that my application was declined without a reason provided. I then spoke with technical support, who redirected me to product support. After waiting for an hour on hold without success, I disconnected. I attempted to call again and encountered the same issue. While one agent created a new job order, there was no progress. I am disappointed with the service received and am contemplating changing providers. Rather than posting negative feedback on social media, I want to offer constructive criticism to help improve your service. As a loyal customer who pays bills promptly and has accepted promotional products, I hope this message prompts necessary actions to enhance your services. I am open to any advice and solutions you can provide. Thank you.

The phone numbers [redacted]5 and [redacted]1 have not been working for over two weeks. Despite calling [redacted] multiple times last week, I only received prerecorded messages unrelated to the phone issue. The lack of a human operator, as advertised on the website, is disappointing. The situation with PLDT customer and technical services is akin to the RFID issues on the NLEX. Prompt action on my complaints is necessary to avoid negative social media sharing. The emphasis on human operators at [redacted] is misleading. Prioritize resolving issues over profit concerns. Remember, computers cannot replace human beings.

I am extremely disappointed with the service I am receiving. I am supposed to be getting 15mbps, but I am only getting 4mbps. My internet has been down for 5 weeks now, yet I am still being charged 1800php per month. There has been no solution provided to me, and the connection is incredibly slow and intermittent. The technicians keep informing me that there is a line issue, but this is something I am well aware of as I used to work in internet technical support. I simply want this problem to be resolved promptly.

After three service calls from PLDT and two visits to the computer shop, I was advised that the issue with my computer is the lack of a stable "static IP address." The shop confirmed this as my computer's Wi-Fi functions well on their network. The discrepancy between computer and android device IPs was not addressed by your previous servicemen, so I am requesting a technician who can properly set up this IP address on my computer. Additionally, I am puzzled why I was told a new password was unnecessary. Two different PLDT technicians each preferred a different "LAN" port, but neither resolved my initial issue permanently.

Hello, I wanted to inquire about our Fibr Plan [redacted] that we signed up for on September 3, [redacted]. We have been faithfully paying for almost a year now. Could you please clarify until when we will pay [redacted]? Unfortunately, I neglected to note down the name of the agent who set up our connection. He mentioned that we wouldn't have any additional charges, but it has been almost a year. Additionally, could you investigate why we are unable to make outgoing calls on our telephone? Account Number: [redacted]

I am requesting a review and rebate for my bill for November [redacted]. Our phone has been out of service since the typhoon on November 11, [redacted], and is still not working as of today, December 11, [redacted]. Despite multiple reports and follow-ups with your technical team, the issue persists. Technicians have visited our area for assessment but only advised us to wait. Thank you.

Hello, My name is Juvilyn Fami, and you can reach me at [redacted]. My account number is [redacted]. I have been consistently experiencing slow internet speeds since the installation. Despite my subscription for a 50mbps connection, my speed test results always show around 10mbps. I have contacted customer service multiple times regarding this issue, but unfortunately, it has not been resolved. This is greatly impacting my ability to work from home effectively. I kindly request assistance in fixing this ongoing internet speed problem. Thank you.

Hello. I need advice on how to report neighbors who are tampering with the electrical wiring of the PLDT box, providing free electricity to an entire apartment complex. The frequent disruptions affect my family's online work and my children's virtual classes when our line goes down. I have CCTV footage as evidence but aim to address this without confrontation. I hope PLDT can enhance the wiring to prevent this issue and ensure the affected families don't face any disruptions.

Our WiFi modem has been blinking red for over a week now, and we have had no internet connection or landline service during this time. I attempted to contact customer service and visited the nearest PLDT branch to report the issue, but there has been no response or update from them so far. Internet access is crucial for us as my daughter has online classes every day. Please assist us in resolving this matter promptly. Our landline number is [redacted]7, and the ticket number is [redacted]7.

We have a stable internet connection, and we pay our bills every month. However, for the past three nights, we have been experiencing consistent disconnections in our wifi. This is causing issues for students who need to conduct their research and for us attending evening classes. Given the current health crisis, we heavily rely on your services. I kindly request a check and repair of our connection to ensure fast and reliable internet service. Thank you.

This is to inform you that we are experiencing issues with our landline as it has no dial tone, and our internet service signal is very weak. On December 11, [redacted], we reported these problems to the PLDT office near the Heart Center in Quezon City. We were provided with reference number "FT# [redacted]0" and were informed that the matter would be resolved within 24 hours. It has been more than 24 hours now, and we still do not have a dial tone on our phone and face slow internet speeds. We kindly request for a lineman or technician to be dispatched to 14 Magalang St, Brgy Pinyahan, QC for repairs, referencing the aforementioned reference number. We appreciate your prompt attention to this matter. Thank you. C. Pagdanganan, concerned customer.

On December 13, [redacted], around 10 p.m., my internet got disconnected. After checking, I saw an outstanding balance of 3,[redacted]. I immediately paid 3,[redacted] using mobile banking that same evening. I called [redacted] hotline of PLDT to inform them of the payment I made and answered all the agent's questions. They said my service should be reconnected, but it didn't happen until the next day. I called again around noon, spoke to another agent who mentioned that my internet was restricted due to the outstanding bill. I provided the reference number for the payment, and after verification, they said it was posted, and they would reconnect my internet. They asked us to wait for 30 minutes but until now, the connection is still down. I wonder why it takes nearly an hour for someone to answer the hotline, and no progress has been made yet. I really hope our internet gets reconnected soon as I have students who need it for online studying. Thank you very much.

During the relocation process of phone number +[redacted]8 (reference number [redacted] [redacted] [redacted] [redacted]), 48 hours after the outside repair team had installed the lines, we encountered a signal loss. Your remote testing revealed that a line cut had occurred on the newly installed line. I was assured that someone would contact me to provide an update and ensure reconnection promptly. I kindly request restoration of our internet access and the promised update. It has been 33 days since I initially contacted [redacted] regarding this issue. An email regarding this matter has been forwarded to the NTC and DTI. Thank you.

I have been unsuccessful in reaching your hotline [redacted] for assistance. I am looking to connect with a live customer service representative rather than a pre-recorded response. Each time I attempt to contact your hotline, I am met with a robotic voice directing me. Eventually, the system invalidates my landline number. My intention is to inquire about my billing statement. Could you please verify if my landline number, [redacted], is still active? I am eagerly anticipating your call. Thank you for your attention to this matter. Dec. 15, [redacted], 12:00

Regarding reference and report code number [redacted]4, a report was filed on December 2nd. Subsequently, efforts have been made to locate black Vios cars with PLDT logos and Protek service vans to pass along our reference number. Recently, my mother requested assistance from individuals near her to inspect an apparatus outside my home. Upon their assessment, they determined that a person with a ladder was required for an outdoor issue. Acting promptly, I visited the PLDT Business Office based on information provided, aiming to seek help before the 5pm deadline; however, I was informed upon arrival that I missed the cutoff time. At the office, Guard Ragos assisted me, understanding the stress I was under to resolve the matter. Following Guard Ragos's aid, Eliza (Mape) from Customer Service contacted me promptly. She informed me that 2 support personnel had been assigned to visit my residence, one with a Vios and another from Protek. Eliza suggested contacting her the next day if assistance was not received by 10am. Although three men had visited out of goodwill previously, no formal record was made. The subsequent day, the 14th day with the issue unresolved, no technicians arrived. Despite numerous attempts, I struggled to reach Eliza, managing to connect only once. A technician named Julius with the Vios assured me he would contact the assigned Protek technician for our area, but unfortunately, no one arrived. Balancing working from home with this ongoing issue has been challenging. While contemplating alternatives, if PLDT compensates for the delays and facilitates a transition to a fiber connection, I may reconsider my options.

I visited PLDT Commonwealth on September 28th to upgrade my service and opted for the bundle at the rate of $[redacted] per month, which included Cignal TV, broadband, and landline. Despite waiting for a month for the service upgrade due to the pandemic, I was informed in late October that installation would occur in 4 to 5 days. On November 11th, I was asked for more information but there has been no progress since. I am hesitant to visit the office in person to file a complaint. I am hoping that someone from the customer care office can reach out to me either by phone or email, rather than a call agent.

A technician from Fiberhome visited me last Monday morning. He mentioned that their company does not install wires, so I need to do it myself. He left the wires with me and instructed me to contact him once I have them set up, so they can schedule a return visit to install the modem. Is this the standard service from Fiberhome personnel? I have a copy of his ID. I urgently need internet for work, but I still need to run the wires from the 6th floor to the ground floor. My neighbor had a similar installation in November, but they did not require her to set up the wires herself, and the installation was completed in just one day.

I would like to bring to your attention the ongoing internet disconnections we are experiencing. This issue is affecting my children's online classes and causing them to be disconnected during exams, resulting in missed deadlines. I always pay on time, so it is frustrating to have such poor internet connection. Visiting your office in Cainta is not a viable option due to long waiting times, especially during this pandemic. I hope you can improve your service as dealing with your fiber internet has been testing our patience. You can reach me at [redacted]0. Thank you. - Laarni M. R. from Taytay, Rizal

We have a new application. It has been over a month and we haven't received any bills through email or text. We are unable to pay our bill, and we fear disconnection. When we go to the PLDT office, they say our landline number is invalid, even the operator on [redacted] confirms it as invalid repeatedly. Our landline number is 02 [redacted]5. It is correct and can be called. The account is under Nove G. Bayaca at [redacted] 2nd St., 4th Ave., Caloocan City. Please verify and fix this.