PLDT Customer Service Issues

During my recent phone call with a representative, I requested to transfer my service to a new address. I was informed that the tech support team would reach out to schedule the installation or relocation. Due to connection issues affecting my work as I depend on stable internet for my job, I urgently need this process completed within a day or two. If not, I risk losing students and work credits. If the service is not set up at the new address by tomorrow, July 24, I will be forced to switch to another internet provider. I refuse to pay any cancellation fees due to the delays I have faced. The unresolved job orders in your records demonstrate the ongoing challenges I have encountered. I shouldn't be held responsible for penalties when the service disruptions have been persistent since the beginning.

Dear all, I encountered slow internet on Tuesday, 13 Jul [redacted], during home office hours. To address this, we reset our modem due to suspected network congestion. When I attempted to reconnect, there was no internet. I promptly contacted customer service, receiving a ticket number for resolution. On Wednesday, 13 Jul [redacted], I awaited assistance the entire day to no avail. Despite following up, I was informed to wait. It has been nearly 48 hours without connectivity. Kindly assist me with this predicament. Thank you.

I am hopeful that addressing our issues with PLDT repair and customer service will bring a solution. There have been multiple unfortunate incidents where it took days for the repair team to address the issue, with a particularly frustrating situation lasting three months last year. Numerous emails to PLDT Cares went unanswered, and attempts made through letters and phone calls were met with poor responses from customer service. Speaking to representatives at [redacted] proved unproductive, with communication challenges and unhelpful interactions. Attempts to follow up using reference numbers only led to automated responses. A specific case involving Jeanyfer Mendoza's number in Villa Karmina, Lilo-an, Cebu highlights the ongoing issue, affecting a family member's work leave due to the lack of internet connection. Despite efforts to report and seek acknowledgment, the problem remains unresolved, leaving individuals like my cousin at a loss for how to handle work deductions and time off. It is disappointing that PLDT continues to promote additional services without addressing the crucial need for reliable repair support.

In June [redacted], during the first or second week (or possibly the last week of May), a PLDT-accredited contractor upgraded our line to Fiber Optic and installed a new internet router. Wanting to switch to the PhP1,[redacted] voice and data package, I promptly contacted the PLDT hotline to remove the Call All Service bundle and PLDT-Smart Unli Call service granted before June 20, [redacted]. After numerous calls, the PLDT technical team finally removed the services. As of July [redacted], my statement of account (SOA) still shows charges for the Call All Service bundle (PhP982.13) and PLDT-Smart Unli Services (PhP45.45) that were removed before my June 20 cut-off. I will hold off on paying the total current charges of PhP3,[redacted].79 until the SOA is corrected. I kindly request that these services do not reappear in my future bills. Thank you, and I look forward to your prompt assistance. -Adel R. Lambinicio PLDT Acct No. - [redacted]

During my first call, I requested to speak with a supervisor but was informed they were all busy. Despite my willingness to wait, the call was disconnected after an hour. On my second call, I simply asked for the name and employee number of the agent who disconnected me. The agent mentioned she couldn't provide that information and claimed all supervisors were unavailable. I agreed to wait, but after nearly 3 hours, no one returned to the call. I will not resolve my issue or pay any liability until a conference call can be arranged with these two agents to explain their behavior.

Good day! Good evening. I paid P1,[redacted].50 for my PLDT Homewifi/DSL on July 26, [redacted], at 12:56 PM with Ref. No. [redacted]61. Even though I paid in advance via GCASH, our connection was temporarily cut off for the unpaid bill due on July 30, [redacted]. Upon checking, I realized that I mistakenly entered the wrong account number ([redacted] instead of [redacted]) when making the payment. I am kindly requesting reimbursement for the payment made to the incorrect account number so I can settle the correct account ([redacted]) for this month's due on August 30, [redacted]. I have already contacted GCASH customer service, and they advised me to coordinate directly with PLDT for the correction or refund. Please consider my plea and assist me in resolving this issue promptly. Thank you for your understanding and assistance. Best regards, Visitacion B. Parallag. Thank you and stay safe. Yours sincerely, VISITACION B. PARALLAG PLDT Fiber Homewifi Subscriber

PLDT Home Fibr: I experienced a loss of signal on Monday, August 2. I reported this through [redacted] on Tuesday, August 3, and received a text confirming ticket number ([redacted]3) with a promised update in 24 hours, which did not occur. After several days of delay, I called on August 6 to follow up. Unfortunately, the automated system abruptly ended the call after recognizing my ticket number. This was frustrating. I then attempted to reach out through PLDT's chat line and was informed that my issue would be escalated for immediate attention. Despite this, as of Sunday, August 8, my signal has yet to be restored. I am simply looking to receive the service I am paying for.

Hello PLDT, I submitted a request on July 30, [redacted], for a Transfer of Location for my FiberHome 10MBPS Plan from our old address ([redacted] F. Mariano Avenue Dela Paz Pasig City) to our temporary apartment (40 F. Mariano Avenue Dela Paz Pasig City) due to renovations at our old house. The agent I spoke to provided me with CID #: C[redacted]. I was informed that it would take 5 days to process, but I have yet to receive any updates. Internet connection is crucial for my work-from-home setup and my children's online classes. With the current ECQ restrictions and numerous checkpoints in our area, it's challenging for me to visit a PLDT Business Center. I would appreciate it if you could address my concern promptly and facilitate the transfer of our connection. Below are my account details: Authorized person: J.A. Batangoso Account number: [redacted] Landline number: [redacted] Thank you, J.A. Batangoso

Three years ago, we upgraded our plan to 25Mbps Unlifiber, expecting full fiber optic service as per the contract. Unfortunately, we've only been receiving BDSL service, leading to slow and intermittent internet connectivity. Despite multiple reports to tech support and requests for service migration, the issue persists. After waiting patiently for over two years, we've decided to cancel the service. We've requested the termination fee to be waived due to PLDT's breach of contract for failing to provide the promised service. Our documents were submitted to the Cust Service rep at SM North EDSA on August 6, but we're still awaiting a response. We would appreciate an update on the status of our request.

Hello! I hope this message finds you well. I am reaching out to address a current issue we are experiencing and seek your assistance. Last Friday, on August 6, [redacted], both our internet connection and landline services stopped working. We have an open repair request under ticket number [redacted]2, linked to account number [redacted] for landline number [redacted]. Despite these efforts, we have not seen any progress with resolving the problem. We visited your Balanga office last Saturday, where we were informed that our issue would be given priority. As parents, the functioning internet is crucial for our children's studies. Your prompt attention to this matter would be greatly appreciated. Thank you for your help. Best regards, I. Tanciongco

I recently ordered Fiber WiFi to replace my DSL service, and after months of waiting, a lineman finally came to install the cable for my new service. Surprisingly, I was told that I needed to hire someone else to handle the installation. However, I later found out that linemen are now authorized to do the installation themselves. After a follow-up call, where I mentioned the lack of cable installation, I was informed that my order had been canceled without my knowledge. I was shocked by this news. The customer service representative apologized and assured me that she would reschedule everything. She provided me with a reference number: [redacted]. I was quite upset by the confusion and miscommunication in this process.

Hello, good day. I am Kenneth Ilya Ilagan. May I request a 3-day extension for my internet service? My payday is on Thursday, and I am worried we might get disconnected. I still have work that requires internet access. Thank you. Account Name: Kenneth Ilya Ilagan Phone Number: [redacted]8 Account Number: [redacted] Telephone Number: [redacted] Email Address: [redacted] Request: I would like to extend my internet service for 4 days before it gets disconnected. My payday is on Thursday, and I truly need the internet for work from home. I assure you that I will settle the payment on Thursday. Thank you.

I have repeatedly reported my DSL problem numerous times, but they have not been able to resolve the signal interruptions. The frustrating part is that the issue starts at 5 pm every day and usually only returns around 9 am the next morning. The technician who was assigned attempted to address the problem by transferring my DSL line to a new port, but unfortunately, it only made the situation worse. By the time we realized the issue, it was already past 5 pm, and the provider's operations had ended for the day. I am requesting the technical team to take immediate action to address this recurring problem. I am urging for coordination with the assigned repairman and the department responsible for port transfers and activations to ensure a proper repair and a reliable internet connection without interruptions.

Dear Concerned Party, Good afternoon. I am reaching out here due to my frustrations and disappointments regarding the ongoing issue with our PLDT wifi service. It has been down for 7 days now, starting from August 18 until today. Despite being assured that it would only take 24 hours to fix, the problem persists. Furthermore, the customer service number provided is unreachable, stating that our reference number [redacted]2 is incorrect, though we have dialed it correctly multiple times. As paying customers, we believe we should not experience such incompetence. We are requesting an adjustment or deduction in our payment due to the 7-day (or possibly longer) service outage. Your prompt attention to this matter would be greatly appreciated. Looking forward to your understanding and resolution. Thank you. Sincerely, D. Espiritu

Dear Forum Members, I recently encountered an issue with my PLDT home fibr installation. The account number I was initially provided, [redacted]56, turned out to be incorrect. Thankfully, I was able to verify my correct phone number, [redacted]11. Unfortunately, I only discovered the account number discrepancy after making a payment of 5000php on Aug. 25, [redacted], through my Metrobank bill payer service. The correct account number should have been [redacted], and I mistakenly paid into the wrong account. I urgently need guidance on rectifying this error before my internet service is disrupted due to non-payment. Despite my attempts to contact customer service at [redacted], I have struggled to communicate effectively due to language barriers. I am grateful for the extension granted to resolve this issue and hope for a speedy resolution. Thank you for your assistance. Best regards.

Hello, I need help on how to cancel my subscription with PLDT. Instead of receiving the fiber connection, we received a postpaid unit, which we could not use properly for more than 10 days due to limitations. The billing statement shows an incorrect password, and when I asked the agent, they mentioned only one user can access the internet, which is not feasible for us siblings having online classes. My mother wants us to cancel the service because it's more cost-effective to use prepaid load rather than paying [redacted] pesos and running out of data in less than a week. We tried returning the unit to PLDT, but they refused, asking for a [redacted]-peso cancellation fee. Please help us with what to do next. Thank you.

I attempted to apply for a PLDT Home Fiber [redacted] plan, but when I entered my number and it requested an OTP, I did not receive any OTP even after waiting for over 30 minutes. I tried different numbers, but the OTP did not come through. I also attempted to contact [redacted] and *[redacted] without success; when calling [redacted]71, it stated I do not have a balance despite having an unlimited all-net text plan. I need assistance in resolving this issue as I require WiFi for my online classes. Thank you.

We are experiencing unstable WiFi connectivity since 1 a.m. on Sept. 10 with our Plan [redacted] and 3 WiFi mesh devices. Our online jobs and school work suffer without a reliable connection. While the modem shows no red light, the "internet" signal occasionally turns yellow or goes off completely. Despite confirmation from IT that the connection appears fine on their end, we are still unable to connect, using data as a temporary solution. Our internet lines were recently replaced, making the reoccurrence of issues frustrating and abnormal. We request a thorough check to identify and resolve this ongoing problem promptly.

I had a disappointing experience with a technician from Cruzlink Net Construction Corporation. Our neighborhood lost connection and when we checked, we found the technician restoring our neighbor's connection instead of ours. When I inquired, the technician became angry and started shouting. This isn't the first time we've had issues - previously, other technicians asked for a $[redacted] fee for a reinstallation. We've been facing frequent disconnections, often weekly. I hope the company can improve the conduct and professionalism of their technicians as it seems like our lines are being switched. It's frustrating and I hope this issue can be resolved promptly.

Since midnight on September 13, we have been without internet service from PLDT without any prior notice. Despite being up to date with our payments, our connection was abruptly cut off. We urgently need our internet connection restored, as even our telephone is not working to seek assistance. With online classes being a daily requirement for my children, internet access is crucial. We kindly ask for our billing to be adjusted to exclude the days without service due to this unexpected disconnection. Our phone number is [redacted], registered under my name Noriel G. Oya at B21 L11 Villa Karangahan, San Felipe, Naga City. You can reach us at [redacted]5 for updates on addressing this issue. Your prompt attention to this matter is greatly appreciated. Sincerely, Noriel G. Oya.