PLDT Customer Service Issues

Dear PLDT, I kindly request a review of my account as I have noticed that my payment was applied to a closed account under the name Yolanda Tayab instead of my new account under the name Elizabeth Ann Tayab Gutierrez. Despite your assurance that the misapplied payment would be corrected by May [redacted], I am still receiving notices for my current bill, which remains unpaid. I am asking for the transfer of my misapplied payment to my current account number [redacted]. Please refer to the attached document and our email correspondence for further details. Thank you for your prompt attention to this matter. Sincerely, Elizabeth Ann Gutierrez

Hello! I am seeking an update on our current bill with reference number [redacted]0 regarding our Calamity Rebate that requires approval from your billing department. Previously, our bill amounted to 7,???+ due to our internet being disconnected during Typhoon Odette in Cebu. After we reconnected the service in May 7, [redacted] and made a payment of 2,[redacted] pesos via GCash, most of our rebates were still not reflected in the bill. Despite this, we faced another disconnection on May 27, [redacted]. We paid an additional 2,[redacted] pesos to have the service restored; however, we were unable to reach [redacted] through phone due to an outstanding balance. In a desperate attempt, we used a different phone number and managed to contact Customer Service, who referred us to the billing department for approval of our pending request. After paying a total of 5,[redacted]+ within a month for inconsistent service, with a monthly bill of only 1,[redacted] pesos, we are frustrated by the lack of resolution despite daily calls to update our situation. Following numerous challenges, we are still experiencing disruptions even after the reconnection. We kindly request a prompt resolution to this matter.

I need assistance fixing our internet and telephone connection. It's been five days without any service despite reporting the issue and receiving a ticket number. The tracker indicates that the restoration team has been dispatched, but no one has arrived or contacted us yet. I'm willing to pay for the necessary services to have our connection restored promptly. Thank you.

Hello, good morning. We have been without internet and a dial tone for five days now. I reported this on June 4th and again yesterday, and I was assigned a ticket number. Unfortunately, no one has come to help restore our connection yet. I received a text from PLDT Home/Tracker stating that our repair request was assigned to their field service team, but no one has shown up. I am looking for assistance to fix our internet and dial tone connection. One of the customer representatives detected a problem with our line connection and I am willing to pay for the services needed to restore it. Any help in this matter would be greatly appreciated. Thank you.

I am reaching out about a recent delay in the delivery of a gadget from your office to ours. The representative was unable to complete the delivery without an authorization letter from our CEO. Unfortunately, I was not informed of the process for receiving such documentation initially. I am following up on this matter because I was told this gadget could serve as an alternative for internet connectivity during downtimes. Given our recent issues with service outages impacting our work productivity, the unfulfilled assistance is quite frustrating. It has now been 6 months since this issue arose, and a resolution is still pending.

Hello, my name is Jesus Roann Awa, residing at 23J Manhattan Parkview Tower 2, Cubao, Quezon City. I arrived in the Philippines with my family in the first week of June and applied for PLDT Home Fibr for wifi. I contacted the agent Jean Bucog on June 6, [redacted], and met her the next day at the ground floor to submit my requirements. She hurriedly processed my application without explaining the details clearly. When I inquired about possible installation on the same day, she promised to try. Despite following up three times the next day, with my kids eager for wifi, she did not respond. I agreed to installation if possible that afternoon, but she claimed I had canceled, although I hadn't. Eventually, the installation was completed but was asked to pay an advance fee, which was not disclosed earlier. Ms. Jean mentioned my area was a "hot zone" without prior explanation. As of June 16, I am still facing activation issues without any updates from her. I am seeking a resolution promptly.

Dear Sir, I attempted to reach out to [redacted] today for assistance but was unsuccessful. I am a loyal customer and intended to discuss a reconsideration in regards to the recent Plan Upgrade Promo offering a P700 discount on the first month, which I was not able to enjoy despite my upgrade approval in June. On June 13, I received a message about upgrading to Fiber Unli [redacted] and promptly applied, with approval on June 16. However, due to service interruptions in our area, I have yet to experience the promised [redacted] mbps speed and freebies associated with the upgrade. I contacted [redacted], and "LOR" from Care Service assured me of sending a technician to address our concerns (ticket #[redacted]8). I kindly request to be granted the P700 off on my first month's bill as part of the promotion. Thank you for your understanding. Best regards, J.L. [redacted] Tel: [redacted]

After waiting a long time to speak with a technical team member, on June 26, [redacted], from 11:00 PM to 11:45 PM, I was abruptly disconnected without receiving a final word on my issue. Since May 15, [redacted], I have subscribed to a 300MBPS internet service, but my speed has consistently been under 220MBPS, falling short of the promised speeds, including the recent "BOOST" promotion by PLDT. Despite assurances from customer service representatives, I am still experiencing speeds that are not meeting the 300MBPS plan. This is causing disruptions to my BPO service and client interactions. I am eager for a prompt resolution to this matter to ensure that my internet service aligns with what was agreed upon. Thank you for your attention to this issue. Sincerely, N. Pajel.

I need to speak with one of your agents about an urgent issue concerning our bill. We were disconnected last month and have not used the internet service provided since then due to non-payment. We were expecting the bill for this month to be for our fiber plan at [redacted], but it shows 3,[redacted]. We have not used the internet and assumed we would only be charged for usage. It seems unfair. We couldn't pay last month due to financial constraints, and now we are being asked to settle a bill for a service we haven't utilized. If this is the case, we would like to resolve this and possibly switch service providers.

I want to report an issue with the lack of dial tone and internet connection on my account number [redacted] and landline number [redacted] registered under the name of W.J. Morales. Contacting customer service did not result in a ticket number due to the new account status. The services were set up on July 30, [redacted], functioning normally until August 1, [redacted], when both the internet and landline malfunctioned. Attempting to use the landline returned a message stating "the number you have dialed is not accessible."

Hello, I am facing an issue with our phone line. I noticed that both the internet and dial tone are not working since 2 a.m. today. I attempted to contact the PLDT hotline ([redacted]) using my cellphone, but I didn't manage to reach any representatives. Instead, I interacted with an automated system that generated a report ticket number ([redacted]4). I found it frustrating that I couldn't speak with a PLDT staff member to address my concerns and inquire about the situation. It's puzzling why this problem arose suddenly when our neighbors don't seem to have any difficulties. I didn't receive any advance notification via SMS or email about a potential service disruption today, especially on a weekday. This is inconvenient as today is particularly busy for my family with online meetings and classes. We urgently require both internet and landline services. Can you please inform me of when a field technician will be dispatched to resolve this issue at my residence? I would appreciate a prompt resolution today.

Hello! I would like to inform you about an issue we are experiencing with our line. This morning around 2 a.m., I noticed that both our internet connection and landline service were not working. I tried contacting your PLDT hotline ([redacted]) from my cell phone but was unable to reach any of your representatives. Instead, I was assisted by a bot that provided me with a report ticket number ([redacted]4). I felt frustrated as I wanted to speak directly to a PLDT staff member to address my complaints and inquiries. It's puzzling why this outage happened suddenly while our neighbor's line remains unaffected. Prior to this disruption, I did not receive any SMS or email notifications. Today is a hectic day for my family with important online meetings and classes scheduled. We urgently require the internet and landline services restored. Can you please provide me with an estimated time for a field technician to visit and resolve this issue promptly? Your immediate assistance is greatly appreciated.

To Whom It May Concern, Good day. I am writing from General Maximino Hizon Elementary School regarding the relocation of our telephone landline. Currently, the landline is situated in the Clerk’s Office within the Administration Building of the school, close to the entrance. Some of our buildings, including the Admin building where the telephone line is located, have been declared condemned by the City Engineer's Office. Due to this, we would like to request the transfer of the telephone line from the Clerk's Office to the library hub or near the stage (within the same vicinity), approximately [redacted] meters away. The telephone is essential for the day-to-day operations of the school, hence we are seeking prompt action on this matter. Thank you. Account Name: J. C. Deligente Account Number: [redacted] Old & New Address: Jose Abad Santos Ave., Tondo, Manila Barangay: [redacted] District: 2 City: Metro Manila Municipality: Tondo, Manila Landmarks: Bambang Jolibee Contact Number: [redacted]

I am struggling to understand why PLDT is not providing Fiber internet service to my home when the Fiber cable is clearly nearby and there are Black Boxes within walking distance on both sides of my home. My attempts to communicate through the Chat system have been unhelpful. The field technicians claim that the black boxes are too far from my home, but then they place a black box next to my home for other homeowners who need the service. It seems like PLDT may not be interested in new customers despite investing significant amounts in installing Fiber cables. I have inquired about the cost of getting the Fiber Internet service, but unfortunately have not received a response. Like many others, PLDT seems to be attributing their poor service and lack of communication to the impact of the pandemic.

I contacted customer service requesting more time to suspend my account and was assured it would be done. I have not received a call back and am now receiving bills for a service I haven't used. I have received two consecutive bills for two months which I am willing to pay, even though I have not used the service at all during this time. I do not want to cancel as I like the service, but due to my house being renovated, I am unable to utilize it currently. I kindly ask for an additional 6-month suspension, this being the last time I request such consideration. I prefer to be contacted by phone, but email is also acceptable. Please assist me promptly to avoid further billing statements for services not used.

Hello, I would like to provide my account number [redacted] and contact number [redacted]. I am Philip Q. I reached out to customer service to request a further extension for temporary disconnection due to ongoing renovations at my house. Despite being assured a follow-up, I have not received any communication and now received another bill. Please note that there has been no usage since my internet was disconnected. I kindly request an extension for another six months, as this would be the final extension. Even though I have received consecutive bills without usage, I am willing to settle them. I truly value my service and do not wish to disconnect, however, no one is using it during the renovation period. Your assistance in this matter would be greatly appreciated.

Since November 18, we have had no fiber internet connection. The excuses given are always the same, needing 24 or 48 more hours to resolve the issue. They are reluctant to disclose the problem openly and continue to portray everything as normal. Numerous customers in Southeast Negros Oriental are impacted by this service disruption. When reporting the issue, a technician is dispatched who only services between the fiber signal distribution box and the home. The technician explains that they are not responsible for fixing the problem between the distribution box and the signal feeders. Our initial report was made on November 28. Subsequently, a technician came the next day to check the system, claiming it was functioning correctly until the distribution box, but stating that they were out of their area and unable to do more. The following day, the same installer called, inquiring if we are still experiencing issues, reiterating that it is a problem on the provider's end. How is it that the provider sends technicians who cannot address the issue? It seems like the customer service is outsourced to a call center with limited instructions and tools. A week later, my neighbor, who had been away for over a week and was close to completing her thesis, reported a similar problem. Once again, PLDT dispatched a technician who was unable to fix the issue - the same installer who contacted us previously. This inconsistency is frustrating.

I need to report that we have been without internet service since before I paid my last bill on November 14, [redacted], and we are still experiencing the outage. Another bill has been issued, but I am unable to pay the upcoming bill on December 14, [redacted], without internet access. I kindly ask for the bill covering the period from November 14 to December 14, [redacted], to be waived, as I do not intend to pay the upcoming bill. Thank you.

Good afternoon, I am Mr. John De Jesus. I am contacting you about my bill. There seems to be an issue again. I made my last payment in November at the BDO Quezon Ave. Branch. However, my internet line was cut off. I believe there was a miscommunication regarding my bill. I spoke with your staff member, Ian, at your office. We discussed the missed communication for my bill, and I was informed that paying double for the months of July 6, [redacted], and July 16, [redacted], would resolve the issue. Ian assured me that everything was sorted out. I am confused as to why I am being charged for two months' balance again. I was under the impression that my balance should be settled by December. Why was my internet cut off? Please investigate this matter promptly before I become upset. I have always been a loyal subscriber. Thank you for your attention to this matter.

Good afternoon. May I ask a question? I recently received a call from someone claiming to be from PLDT. They offered me a discount because I haven't made payments for about 4 months on my existing account with them, which I haven't been using. Is it still possible for me to pay for just one month and have my service reconnected, disregarding the total amount due? For example, if my bill is around 6,[redacted] pesos but I haven't used the PLDT service, they offered me to only pay 1,[redacted] pesos and have it reconnected.