PLDT Customer Service Issues

Hello, my name is Abigail, and I live in Lipa. On March 8, I signed up for a service plan with PLDT Fibr and Tvolution. I was given two different reference numbers: [redacted] and [redacted]. I was informed that I would be contacted within 24-48 hours via phone or email. Due to my busy schedule, I may have missed some calls or texts. It has been nearly a month, and I am still waiting for the installation. Could you clarify if the monthly payment is due upon installation or the following month? I appreciate your prompt assistance. Thank you.

I received a bill from PLDT for their Telpad service, which I did not accept. The LBC courier instructed me to accept the package, but I explained my refusal. They advised me to address any concerns with the business center. Despite not using the Telpad, I forgot to return it to the outlet, resulting in months of billing. I consistently cleared my account balance, demonstrating good payment behavior. My reference number is [redacted], and my phone number is [redacted]. I kindly request prompt assistance with this issue. Thank you in advance. - Sergio P. Rimando.

I am Vanessa Manalo, the sister of the account holder for PLDT account number [redacted], with telephone number [redacted]. I have some concerns regarding the connection since it was set up in my brother's name while we were abroad. Firstly, we have not been receiving the bills on time, leading to confusion about the billing cycle and due dates. Secondly, we missed payments, resulting in a disconnection of the line for 4 months. The outstanding bill amount reached Php [redacted]. My brother attempted to negotiate reconnection by proposing to pay one month's bill upfront and divide the remaining balance over subsequent months. The lump sum of PHP [redacted] is challenging to pay at once for reconnection, especially since PLDT insists on continuous payment until the contract term ends. Thirdly, I tried to register online to view bills or make payments, but encountered issues due to an incorrect account number entry during registration. The correct account number should only be available on the bill. I would also appreciate a copy of the contract my brother signed to ascertain the contract period of 3 years. Your understanding and assistance in this matter would be greatly valued, as the current situation poses financial strain.

We recently had a bundle of telephone and internet services installed by your company on March 5. However, the configuration was incomplete, and after a technician changed the IP address, the internet worked briefly before experiencing issues again. Despite reporting the problem to customer service, no resolution was found due to the account not being fully set up. Promised technician visits did not happen, and even after providing Reference number [redacted]0, no progress was made. Our Municipal Accountant, Crispin B. Catle, is requesting the unit to be removed. We kindly ask for prompt action to address these service issues and potential termination of our account. Phone Number: [redacted]. Thank you for your attention and assistance in resolving this matter promptly.

Hello, I am inquiring about the cost of disconnecting my service as I am currently on a contract but no longer need it. We relocated and the new area doesn't allow new PLDT customers, despite being told my service could be transferred. I've been disappointed by this situation and resorted to a different provider. Due to these circumstances, I lost track of my PLDT account details and now wish to settle any outstanding fees. Can you please provide me with the total amount owed? Also, I am wondering if there is a possibility to waive the disconnection fee or receive a discount due to the misinformation I received earlier. I'd appreciate a prompt response. Thank you.

On April 16th, I experienced an issue with my landline's call forwarding not working. I reported this on the same day and was given service order number [redacted]4 with a resolution timeframe of 24 to 48 hours. Despite making follow-up calls, the issue persisted. Today on April 22nd, I was informed that the problem was resolved and the service order was closed. However, upon checking, the call forwarding feature still does not work. I was advised to wait another 24 to 48 hours for a new service order, number [redacted]4. I believe that the old service order should have been kept open instead of creating a new one without confirmation. I urge PLDT to address this issue promptly and rectify my call forwarding feature without further delays.

Yesterday, on May 1st, [redacted], at Metrogate Village in Santa Rosa, Laguna, a Home Fiber lineman visited to repair other subscribers, while inadvertently leaving us disconnected. Despite promises to reconnect our line after cleaning the cabinet, our phone and internet remain down. This pattern of fixing one subscriber and disconnecting another has been recurring since last year, creating frustration. The Home Fiber technicians need to address the connectivity problem without causing disruptions for other subscribers. We urgently seek reconnection and aim to escalate this issue to ensure better service.

I am experiencing ongoing issues with my internet speed. It has been consistently slow, and I am looking for assistance in resolving this matter. The speed problem persists despite my attempts to troubleshoot the situation. This has been a recurring problem that is affecting my daily internet activities. Your help in addressing and improving the speed matter would be greatly appreciated.

I am inquiring about the status of my relocation request submitted to the Lucena City branch office on March 31, [redacted]. After calling the customer service hotline on April 05, my request was finally entered into your system, with an estimated relocation timeframe of 2 to 3 weeks. Despite multiple follow-up calls, I keep hearing the same response to keep my lines open for an expedited request. It has been over a month now, and there has been no progress on my request. I seek clarification on whether my relocation will be approved to manage my expectations and plan accordingly. I sincerely hope this matter receives prompt attention. Thank you. Warm regards, M.M. Embradora

Hello, I want to alert everyone that I have not authorized another user to use my home address as their billing address. Without my knowledge, transactions were carried out after I left the Philippines two days prior to being disconnected from the Wi-Fi and telephone service. No notifications were relayed to me from PLDT or the new user, which has caused confusion as I was not able to properly hand over the services. It is concerning that the address is still linked to me, leading to potential overdue bills. I urge PLDT to transfer the line to where the current user resides and update the billing information accordingly. This oversight needs immediate attention to avoid any further complications. Thank you for addressing this matter promptly. Josephine A. Corpuz

I am a subscriber of PLDT Home Fibr under the account name Virginia Irigan Arboleda, but I was permanently disconnected in August [redacted]. I am unsure about the billed amount of 42k plus and being endorsed to Pacer Collection Agency. I am questioning the continuous billing even after being permanently disconnected. I faced financial difficulties at that time and couldn't settle the bill. Typically, billing should stop after permanent disconnection, with only termination fees remaining. I am open to paying in installments, but I request an adjusted bill with a detailed breakdown. I do not have my account number, but my telephone number is [redacted]. I look forward to your prompt response with the updated billing. Thank you.

I want to address an issue with our wireless account. We recently paid our bill on May 26, which was told to be the due date, but now our service has been cut off. There was no prior notice. Apparently, the new due date is the 8th of the month. We did not receive any bills before the disconnection. We expect the next payment on June 26. Despite paying on time, the service was disconnected abruptly. It's frustrating that while you swiftly cut off the service, it's challenging to reach you for assistance. This has been a disappointing experience with poor service. The account is under Mikhail F. at [redacted] San Rafael 3 Noveleta, Cavite. I reside in Florida, USA, and handle the bill payments. It's disheartening that a company of your size cannot even send regular bills or provide accurate due dates. Please address this issue promptly. Thank you, Jocelyn M.

I am Elma Velasco Pepito. My account number is [redacted] and telephone number is [redacted]30. I am really frustrated because for over a month, my landline and internet connection have not been working. I have visited the PLDT Makati head office more than five times without a resolution. The technician who came on June 3 did not have the key to the main box in my area and promised to return the next day but did not. On June 10, the same technician returned with the key but claimed he couldn't address the issue and said another technician was needed. This situation has caused a lot of discontent among residents in my area, and many are considering switching to another service provider. Please resolve my problem by sending a competent technician promptly. If not, I will have to cancel my PLDT subscription and switch to a different provider. I am eagerly awaiting your response.

I have been experiencing issues with my landline account, number [redacted], and telephone number [redacted], for over a month now. Despite multiple visits to the Makati PLDT head office, the problem remains unresolved. A technician visited on the 3rd of June and was unable to fix the main box connection in my area, leading to my internet connection being disrupted. After promising to return the next day, the technician did not show up. Following another complaint at the main office, a technician revisited on the 10th of June, only to reveal that another technician would be needed to address the issue. Frustrated by the lack of progress after a month without a functioning landline and two weeks without internet, I am considering switching service providers. I urge PLDT to send a competent technician promptly to resolve both my landline and internet connection problems. Thank you.

I am having trouble accessing the PLDT my.pldthome.com website as it is currently undergoing maintenance. Also, we have used up all our data and need to purchase a 10GB volume booster for [redacted]. Unfortunately, this can only be completed through their website. I have attempted to contact them through Facebook and Twitter for the past three days, but they have not responded. When trying to call their hotline, I am unable to connect as they claim the service reference number on the receipt is incorrect even though it matches. We have been without WiFi for three days now, and securing the volume booster is all we require. Any help in this matter would be greatly appreciated. Service Reference Number: [redacted] Account Number: [redacted] Account Owner: Celia Conde

Hello, I trust you are well. As a new customer, I thought I'd provide an update on my subscription for PDLT Home DSL. Is it typical for the subscription to take this long to process? It has been two weeks since I submitted the form, opting for Home DSL instead of Home Fibr due to unavailability in my area. While I understand the change, I didn't anticipate the extended wait time. I would appreciate any information you can offer on the status of my service with PDLT. Clarity on whether the service will proceed would be beneficial, as I may need to explore other internet providers if necessary. Thank you.

I would like to inquire about the status of my application. Four months ago, I visited the PLDT branch at SM North Edsa to report that my house had burned down and requested to terminate my account. However, the CSR advised me not to terminate but instead made an incident report and suggested a new connection. It has been four months since then, and I returned to PLDT for two consecutive weekends as I noticed I was still being billed until July. The CSR informed me that my account had been deactivated, and I could not request reactivation; I would need to reapply for a new plan to have the previous charges waived. A technician contacted me but mentioned they couldn't connect the line due to the lack of a portal. Last weekend, upon revisiting, another CSR explained there was no existing note and that it was just DSL. I accidentally left my reference number copy at the booth last Saturday, so I am unsure whether to continue waiting or to seek assistance from another internet provider with better support.

I applied for a PLDT connection in Jampason Jasaan, Misamis Oriental. We were informed the process would take 3 weeks, but it has been over a month now. Despite numerous follow-up calls, the staff have failed to provide any updates or call us back as promised. Our area was supposed to be surveyed, but I expected better action and communication from a company like PLDT. I am disappointed with the poor service and lack of information. I simply want to know when they will survey our area and initiate the connection. We have been waiting longer than expected without any updates.

Hello, I am Geneveive Lee and our account is under my husband's name, Victor Y. Lee Jr. I am currently facing issues with our internet connection, only getting speeds of 0.49mbps for download and 0.27mbps for upload. We are subscribed to PLDT FIBER up to 15mbps, so I am concerned and wondering what is happening. Additionally, our phone has no dial tone, only a busy tone is heard. I am reaching out via email because the phone is not working properly. I am requesting assistance to resolve these issues as I need the service that we are paying for. I also kindly ask for a letter from your end to serve as proof of the ongoing internet instability. Thank you for your attention to this matter. Respectfully, Geneveive Lee

For the past two months, our Cagayan de Oro apartment has been without internet service, even after numerous reports to [redacted]. Despite reporting the issue in person to the local office in CDO in early August, no resolution has been provided. According to [redacted], the internet in our area was reported active since August 14, but we still have no service. Our modem's power indicator light remains off, with only the ethernet indicator lit. I have requested visits on Saturdays, the only time someone is home during the day, but no action has been taken. It's frustrating to have paid for a service we're not receiving, and the slow response to customer complaints is disappointing.