PLDT Customer Service Issues

Hello, I am inquiring about my bill and the disconnections that occur when I cannot pay. Due to Typhoon Odette in December [redacted], my area in Cebu City experienced a disaster, leading to disconnections of water, electricity, and internet on December 16, [redacted]. Fortunately, electricity and internet services were restored. I question why I am being billed for the entire month of December [redacted] when I only used your services for 15 days due to the typhoon. I seek clarification on my bill and inquire if there is a possibility for a payment arrangement. Your understanding of my situation is greatly appreciated. Thank you and keep safe.

Good day! I am reaching out regarding the impact of typhoon Odette in our area, particularly Cebu, which has caused damage to all internet connections. On January 15, [redacted], I reported this incident under tracking number [redacted]4. Unfortunately, as of now, the connection has not been restored. The account details are as follows: Account Name: L. Ubaldo, Account Number: [redacted], Telephone Number: [redacted]. Could you please provide us with an estimated timeline for resolving this issue? We are eager to know when our internet connection will be back up and running. Additionally, I have observed that despite the lack of internet connectivity, we are still being billed monthly. Your prompt attention to this matter would be greatly appreciated. Thank you in advance for your assistance. L. Ubaldo

Dear PLDT Management, I am writing to formally lodge a complaint as a new customer of PLDT Home Fibr. Our Agent's lack of cooperation and inability to assist us promptly has been frustrating. Following the modem installation on January 30, [redacted], Saturday afternoon, we were not provided with copies of the signed documents, Account Number, Reference Number, or Telephone Number. Despite numerous attempts to contact our Agent, Jeff from South Caloocan, for necessary details, he has been unresponsive. Although the internet was activated on February 1, it ceased working the next morning. After persistent efforts to reach out to the Agent, we were finally provided with our Account Number and Reference Number for escalation to PLDT Customer Service. Despite obtaining a Ticket Number from [redacted], our issue remains unresolved with no updates. The lack of communication and service reliability has been immensely troublesome. We are considering switching to an alternate internet service provider due to this inconvenience. Kindly address this matter promptly. Yours sincerely, Angela Christine V. S. Cellphone: 0[redacted] / 0[redacted] Email: [redacted] Account Number: [redacted] Reference Number: [redacted] Telephone Number: 02-8[redacted]

Hello, good afternoon. I'm a previous customer of PLDT. Despite numerous complaints and payments, our internet service remained inactive for months. Subsequently, we opted to cease payments. Upon receiving a message from a PLDT lawyer last month regarding outstanding dues and the threat of legal action, I promptly settled the account. I was assured the service would be terminated by PLDT staff after the payment. Today, I unexpectedly received a bill indicating an unpaid balance that was settled. I'm seeking confirmation on the payment status and whether the disconnection has been processed. Thank you.

I have a repair ticket number [redacted]2 for a severed connection outside my house. It's been 5 days, and no one has come to fix it yet. I've shared pictures of the issue on Twitter, but the status just says the service engineers are investigating. Despite sending images of the problem, no one has come by to check or repair it. Kindly send someone to resolve the issue with the outside connection.

My internet connection was suddenly disconnected without notice. I tried calling their hotline, but I can't speak to a live representative as it keeps saying my account and phone numbers are wrong. After reaching out to PLDT CARES on Messenger, they mentioned an outstanding balance of over [redacted] pesos due on February 15th, which I wasn't aware of. Despite multiple conversations with PLDT's collections team since January [redacted], agreeing to a staggered payment plan, I was never informed about this specific balance. We agreed on a payment of Php2,[redacted] on February 20th, but this new balance was not mentioned. I would have paid it immediately if notified, as I need the internet for work. Now, I am unable to reach anyone for assistance, and the Messenger chat replies after hours, which is very frustrating.

On February 19th, our internet went out. I made a call to [redacted] on February 20th to report that we had no internet and landline service, and they provided me with ticket number [redacted]9. However, until now, no technician from PLDT has shown up. I have been texting [redacted]1 every day. Earlier today, I texted again and received a response saying, "Sorry, we did not find an open service ticket using the telephone number you entered." My telephone number is [redacted]. In the past days, my neighbors had PLDT technicians come by, and when I inquired about my ticket, they said they did not have it. Why is that? You gave us a ticket number, but it seems to be useless. My children need the internet for their online classes and exams. What will you do about this situation since the ticket number provided seems to be ineffective? Will there be a deduction from our monthly bill for the lack of internet service?

Our area was affected by ST Odette, causing a power outage since December 16, [redacted]. The electricity was restored on January 5, [redacted], but our Internet remains disconnected due to the damaged line. We visited Surigao City for repairs and paid an outstanding balance of approximately Php [redacted] on the same day. Despite applying for temporary disconnection, no action has been taken. Communication with [redacted] only mentioned the unpaid balance. Subsequently, we went to Cabadbaran City on February 24, [redacted], to address the issue. We were informed that our account was suspended due to the outstanding balance. PLDT Customer Service contacted us on February 26, mentioning reconnection within 48 hours, but no progress was made. A visit to Surigao City was unfruitful, and our Internet service remains unresolved since December 16, [redacted]. Our PLDT Account: [redacted]; Telephone number: [redacted]. We await a positive resolution to this matter. Thank you.

Hello, I need assistance. I have discovered that you have an available PLDT fiber optics slot at the Philippine Heart Center. I would like to know how to get this service as our office is on the 9th floor of the MAB building. Can you provide information on the installation process and any associated charges, particularly considering our location on the 9th floor? Kindly share the contact details of a person we can speak to regarding this matter. Thank you in advance for your quick and positive response. Best regards, Catherine T. Project Development Officer III Clinical Trial and Research Division

I wanted to share my recent experience with PLDT as a cautionary tale. The company's customer service is lacking, with agents more focused on upgrades than addressing connection issues. When we faced connection problems, we were directed to visit the office in person to request a repair ticket – a process that took over 2 hours. Waiting for the repair itself took an additional 5 days, impacting our children's online classes and business operations. To make matters worse, when we decided to cancel our service due to these issues, we were still required to pay for the full billing period and received no credit for the downtime or inconvenience caused. Despite canceling, our service was disconnected by a PLDT agent within 2 hours, contrasting with the 5-day wait for repairs.

Last Monday, we experienced a power outage in our area which caused our internet connection to go down. After 30 minutes, the power was restored, but our internet connection remained offline. Normally, our connection is restored within 5 to 30 minutes, but this time it didn't come back. We called customer service and were advised to wait for 10 to 20 minutes for them to try restoring it. When that didn't work, they asked for the modem's serial number. However, they seemed unfamiliar with it and claimed it was not a home fiber modem. The question is, how did the PLDT agent who installed our Wi-Fi make this mistake? What should we do and how can we request a new modem? It's concerning that we might have an outdated modem. Thank you for any help in resolving this issue, as we rely on our internet for work-from-home arrangements. Thank you.

Dear Sir/Ma'am, Good afternoon. Apologies for the delayed reply. I recently discovered that we are still being billed for internet services we haven't used since last October. We informed you about our move to a new residence and inquired about transferring the service, but haven't received a response. Due to my current work-from-home situation, I urgently require a reliable internet connection. Since we didn't hear back from you, we had to seek an alternative service provider. Typically, if payment is missed for the first month, providers usually suspend the service. I would appreciate clarification on this matter. Thank you.

I requested a temporary suspension for 6 months on my PLDT plan to stop the bill while not in use. Now, I want to reconnect it and relocate it to use in my new place. When I called [redacted], it mentioned an outstanding balance, but my bill shows 0. It directed me to reconnect but then mentioned a pending service request. Since I didn't receive a suspension confirmation with a reference number, I checked the status by calling again and using my account number. It stated there was no pending request. How can I speak directly with technical support to reconnect my temporarily suspended account and arrange for relocation? Thank you.

We had the Plan 1,[redacted] installed on March 20, [redacted]. However, we experienced internet outages shortly after that. Despite reporting the issue and having a technician come to fix it, the problem resurfaced on March 29, [redacted], and has persisted since. We rely on our internet connection for work and personal use, which is why we opted for this service. It's frustrating that our neighbors, who had installations on the same day, don't face the same issues. Even though a ticket has been raised, there has been no resolution or technician visit to address the problem. If this isn't resolved promptly, we may consider switching to another provider and withholding payment. The lack of response and recurring problems have left us feeling neglected and dissatisfied. We hope for a swift resolution. Thank you.

I am a new customer of PLDT, and after they installed our Wi-Fi and activated our account, everything was running smoothly. However, when the payment date arrived, we didn't receive the account number through text or email, and our internet was cut off. After a call from PLDT, we agreed to pay the first month's bill of [redacted] via ShopeePay and divide the remaining balance over the next three months. Our connection was restored, but now, we are facing another internet outage. How can we resolve this issue? Thank you.

I am submitting a formal complaint regarding our relocation request for our line, which was originally made on December 17, [redacted]. As of today, April 12, [redacted], we have not received any updates on the progress of the request. When I spoke to your customer service representative, Ella Martin, she mentioned that the request was already coordinated with your contractor. However, upon following up today, April 12, [redacted], we were informed that there is no definite date for the transfer/installation. This line is crucial for our business operations, which have been ongoing since yesterday. We requested contact information for your staff, but they declined to provide any, leading us to visit your office in person for follow-ups, which is inconvenient for us. Kindly provide us with an update on the status of our request, or we will have to consider terminating our subscription and switching to a more reliable landline provider.

We disconnected our PLDT home fiber service on 25 March [redacted] after experiencing two months of unresolved issues with our internet and telephone connection. Despite reporting the problems to the hotline frequently, PLDT failed to repair the service, leading us to switch to a different provider. We settled our account with PLDT on 14 Feb. '22 for php264.07 as indicated in their text message. However, I recently received a bill from PLDT via text message requesting payment of php4,[redacted].21. I am confused as to why this amount is being requested since we had no internet connection from Jan. 28,'22 to March 25,'22 when we terminated our PLDT service and switched to GLOBE At Home. I would appreciate a prompt explanation regarding this matter. Thank you, Mrs. M.C. Previous PLDT account: [redacted]

Hello! I am attempting to contact [redacted], but the automated system keeps stating that my account and telephone numbers are invalid. I also tried messaging your messenger account and encountered the same issue. I made a payment the other day and plan to make another after the election on Tuesday, May 10, [redacted]. However, my internet connection has been disrupted. I urgently need to restore it. I am aware of paying my bills late, but please understand the impact of the recent typhoon, Odette, on Bohol. Although it has been months since the storm, my property has been damaged. I requested a new modem due to flooding, it was delivered and installed, but now there is no phone connection. I will address that separately. Right now, I am simply requesting to have my internet service restored. Thank you.

I have a billing concern that I need assistance with. My last payment was for November [redacted]. Following Typhoon Odette on December 16, [redacted], my telephone and internet services were disrupted. It wasn't until March 22, [redacted], after multiple follow-ups, that my services were restored. Customer service then advised me to only pay for the period from December 5 to December 16, [redacted], since my line was only working starting March 22. Despite this, my billing has continued to accumulate without adjustments for the months when I had no service. Following a visit to your office, I was told to pay for the month of April, totaling P1,[redacted]. However, no adjustments have been made, and my current bill now stands at P7,[redacted].29 due on 5/7/22. As a result, my internet has been disconnected, which is concerning. I need guidance on how to resolve this issue since it is not my fault.

Hello, I need assistance with my recent plan application. A representative instructed me to make a payment an hour after our conversation. The reference number provided was [redacted]. Upon leaving the PLDT Jones branch around 3:00 PM, I received a text message, which I have attached. I made the payment using Gcash but encountered issues with the number [redacted] around 5:00 PM, as it was deemed invalid. However, when I used the reference number [redacted] from the text, the payment was successful. Now I am being asked to make another payment for the service. I followed the given instructions and am now seeking your assistance in resolving this matter promptly as I need the connection urgently. Thank you, V.