PLDT Customer Service Issues

Hello, our internet has been extremely slow since the PLDT fiber was installed on September 17, [redacted]. Additionally, our telephone has no dial tone, which I verified around 9:00 am today. We are unable to reach [redacted] right away to address our issue. Can someone from your team please assist us? Our PLDT account number is [redacted], and our telephone number is [redacted]. Thank you, and we hope you have a great day! We are still experiencing no dial tone since September 19! We make our payments diligently every month, so why are the PLDT employees not actively monitoring and resolving the issues with the network for their customers? This level of service is extremely disappointing. I'm not trying to overreact, but I'm feeling quite frustrated.

I, Dr. Erniefel P. Grageda, submitted a request in mid-July [redacted] to disconnect my house's WiFi service. The representative I spoke with assured me that the disconnection would be completed by the end of the month and that I would receive a call from PLDT to validate the request. Indeed, I received a call for confirmation. I am currently in the U.S. which is why I no longer require the WiFi service. Despite this, I received a recent Statement of Account billing me for August (Landline + WiFi). I kindly request immediate action on this matter to avoid unnecessary charges. Thank you. Account # [redacted] Landline # [redacted]

Dear Sir/Madam, I am reaching out to request the discontinuation of service for the account previously held under my deceased Father's name, Angel Guevarra, with account number [redacted]. Unfortunately, my Father passed away in [redacted], and my Mother, who recently passed away, did not request any account name changes. As all intended users have also passed away, the landline service is no longer necessary. As the eldest child and a senior citizen myself, I am hoping to avoid multiple trips to a PLDT office if possible and would appreciate guidance on how to initiate the service discontinuation process given our circumstances. I understand there may be an outstanding balance to settle. Could you please provide information on the necessary steps and document requirements for this request? Thank you, Angel F. G. Jr.

On September 5th, a PLDT field technician came to our area but left us without a dial tone and internet. On September 9th, the first team fixed the cables, restoring the dial tone, but the internet was still down. Subsequent technician visits on September 16th, 23rd, and 24th did not resolve the internet issue despite cable changes, modem replacement, and system activation attempts. We were advised that the problem might be due to the system. We've been struggling without internet for three weeks now. This situation has forced me to resign as I cannot work from home effectively, and my unvaccinated child has to risk going outside for online classes. Trying to contact someone in charge for system issues has been unsuccessful, leaving us frustrated and disappointed.

Hello, we would like to request your prompt assistance because our telephone has been without a dial tone since Tuesday. Additionally, we had the telephone unit replaced last Monday due to the same issue. Unfortunately, this year we have already changed our telephone unit four times and the problem persists. Furthermore, our internet service is also experiencing significant slowdowns. As a business office, it is crucial for us to have a working telephone and internet connection as many clients are unable to reach us and pending work that requires internet access is accumulating. We kindly ask for a quick resolution to our concerns. Thank you.

Good day! I'm Marites Naif, the owner of Lucban Convenience Store. I applied for Standard Enterprise Broadband on July 4, [redacted]. Three weeks later, an agent contacted me to pay P4,[redacted] to account number [redacted]78. I believed the internet would be installed in my store, but by July 28, when I followed up, there was no update, and the agent kept saying they would visit. In August, after numerous follow-ups and no proper response from the agent, I decided to cancel my application. I submitted a refund letter at the PLDT Annex Building, SM North, as instructed. I also submitted a refund request at PLDT Valenzuela, but there has been no update on the refund status. It has been a hassle going to the PLDT Annex, and the agent's misleading actions of asking for a payment for installation when there shouldn't have been one. If the payment is not refunded soon, I will take legal action. I have also reported the deceptive agent to the authorities. Please process the P4,[redacted] refund promptly. Thank you.

Hello, greetings! I've been facing issues with slow internet connectivity, particularly in the evenings. As a freelancer who relies on taking calls, it's frustrating when websites take forever to load, my phone apps struggle, and I get error messages despite being connected. Even after numerous modem restarts, the problem persists. Upgrading to a new plan hasn't improved the situation, contrary to my expectations of faster internet speeds. Contacting customer service hasn't been successful, and I'm reaching my limit with this situation jeopardizing my work. Requesting to have the modem replaced as it's been in use for an extended period. Thank you!

I received your message this morning. It was surprising to be charged such a large amount when I haven't been able to utilize your service due to your company's negligence. I have visited the PLDT branches in Pagadian and Ozamis multiple times, but I haven't received any calls from them. It has been three years since I submitted a transfer request a month before relocating to have the internet service available immediately, but there has been no progress. I have never neglected nor delayed any bill payments when I was still using the internet service. I have grown tired of visiting your branches, which is a waste of time, effort, and gasoline. Up to now, no one has contacted me to install the internet service, but now you're asking for payment? If you insist on charging me, there might be an issue. I will escalate this matter to the proper authorities. I'm sorry, but this is just not fair. Please give importance to your clients like me.

I had Pldt home fiber installed in June [redacted]. In January [redacted], we moved due to family issues. I visited the Pagadian PLDT branch a month prior to our move several times to request a transfer. They advised me to file the transfer request at the PLDT branch in the new location we were moving to. After moving, I promptly visited the PLDT branch in Ozamiz city to submit the transfer request. It has been two months, and they still haven't connected my service. They told me to wait for their call, but I never received any. I received a message from Atty. Leo Mendoza asking me to settle an outstanding balance of nearly 48,[redacted] pesos. Who is to blame for this delay, the customer or your company? It seems unfair to ask for payment when I can't even use your service. I hope this issue gets resolved properly because if you insist on charging me such a large amount, we might have a problem. I will escalate this matter to the appropriate authorities.

Hello, I am writing to express my dissatisfaction with our internet service. We experienced an outage lasting nearly a week recently, and we are currently without service again since yesterday at 11 am. Despite our prompt bill payments, we have not received any refunds for the periods when we were without internet, which is extremely frustrating. Our online work and meetings are being disrupted, causing us financial losses every time there is a connection issue. I urge you to address these service interruptions effectively and permanently, rather than just providing temporary fixes. If such problems persist, I kindly request compensation for the inconvenience we have endured. Please understand the impact these repeated issues are having on us. I trust you will take appropriate action promptly. Thank you.

My sister's internet and landline services were disconnected. I contacted support via Facebook Messenger to report the issue. Their response time is very slow. They provided a ticket number for the repair, attributing the problem to network enhancement. However, after 6 days, the services are still not restored. When I checked the repair status, it showed no application using the service reference number. The customer service has been unreliable, continuously asking for details without providing a resolution. We are requesting a swift and efficient resolution as we rely on these services for work and online schooling. Telephone Number: [redacted] Account Number: [redacted] J. Bilog Contact Number: [redacted]3 Email: [redacted]

I work as a call center agent from home. Three days ago, I encountered an issue with my PC. I've been having trouble connecting to customers while using my PV and tools. I reached out to our technical team for assistance, and they advised me to contact PLDT to disable the SIP ALG detector. I need help as I have to resume work tonight. Thank you for your assistance.

Hello, I hope you're having a good day. I currently have outstanding balances that have not been paid due to previous circumstances. I apologize for any inconveniences caused as I was unemployed before, which hindered my ability to settle the balances. I have recently started a new job and would like to reconnect with your services. I am wondering if there is a possibility to settle my first full month's bill and restructure my remaining balance to make it easier for me to clear my dues and resume the service. Thank you in advance for your anticipated assistance.

Hello! I have been experiencing connectivity issues with my PLDT Home Prepaid Wi-Fi for the whole day. Despite resetting the modem, the problem persists. The internet connection has been erratic, making it difficult to go online, which is a recent development as it was fine until last night. Additionally, I have tried resetting the modem to its factory settings, but I am unable to access the admin page. This issue is also affecting a friend of mine who uses PLDT Home Prepaid Wi-Fi. I would appreciate any help in identifying the cause of these problems and resolving them.

I am experiencing continuous internet connection issues across all my devices. While occasionally the devices indicate they are connected, they are unable to establish a connection. Despite my attempts to resolve the problem by restarting the router and checking the cables, the issue persists. The router lights display a consistent green, yet the problem remains unresolved. At times, it takes hours before I can access the internet, but there are instances, like the current one, where the problem persists throughout the day. My work relies on a stable internet connection, and I frequently encounter disconnections from the VPN with an error message stating "Server connection lost and unable to establish connection." I am the only individual experiencing this error, leading my company to believe the issue lies with my internet connection.

To Whom It May Concern, I am reaching out concerning our internet service which was accidentally disrupted by your technical subcontractors yesterday. They were working on installing cables and PLDT switch boxes on posts in our street at 11 Adriatico, Chrysanthemum Village, Brgy San Vicente San Pedro Laguna. Since their visit, we have been experiencing a complete loss of internet connectivity. Our service provider in this area is mainly CONVERGE ICT. The cable outside our property is hanging precariously, affecting our neighbors as well. Given that many of us are currently working remotely, this interruption has caused considerable inconvenience. It seems that our street, and specifically our residence, is the only area lacking internet access. We have already reported this issue on Facebook. We kindly request that your team promptly address and rectify the situation caused by the inadvertent interference with our internet connection. Thank you for your attention to this matter.

I contacted PLDT Care last November to request the permanent disconnection of our landline number [redacted] due to ongoing dissatisfaction with the service provided. Despite prior attempts to address the issue, we continue to experience a lack of dial tone and unreliable internet connection. Subsequently, after the technical team replaced the equipment, our internet connection was entirely lost. According to an email response from PLDT, a payment of [redacted].00 is required for the disconnection request to be processed. I have asked for a refund considering the lack of service since November. Please assist me in locating the appropriate channel for seeking a rebate and ensuring the disconnection process is completed promptly. The level of service received thus far has been disappointing, and I trust you can address this matter promptly. Thank you.

Hello, I'm Maristel Belono. I'm facing an issue with my PLDT Fibr connection due to damage caused by typhoon "Odette." The cable is broken, and despite requesting an account suspension, I have already been billed. My main concern is getting it fixed promptly as I rely on it for working from home. My account number is [redacted], and you can reach me at [redacted]. I'm eagerly awaiting your assistance. Thank you.

It has been over 24 hours since I raised my issue, but I still have not received any response from you. The internet wire got cut by a garbage truck, and I have been without internet for work until now. I cannot afford to wait another 24 hours as my work is dependent on it. I spoke to the technician from PLDT who refused to fix the internet wire until I reach out to customer service. This kind of service is unacceptable. I have only had it installed for less than a month, so please improve your service. I am paying for your service, but it seems like nothing is being done. All I get is a 24-hour wait, which would be fine if you were paying for the hours I lost at work. This needs to be resolved urgently.

Good afternoon, I'm Maricel Valmores. We have a previous balance, and our internet connection has been cut off. We recently received an email offering us a chance to reconnect our internet connection with a different payment method. However, we have been trying to call the numbers provided in the email, but they seem to be unavailable. Is there another way to contact you to inquire about the process? We are eager to reconnect our internet, but we are unable to pay the entire balance at once. Thank you.