PLDT Customer Service Issues

Hello, On August 19, we lost the dial tone on our landline phone and couldn't make or receive calls. Then on August 22, our internet connection went down. We contacted PLDT on August 23 and were informed that a tech team would visit within 72 hours. It's now the 5th day since we reported the issue, but no one has arrived, and our landline and internet are still not working. We'd like to follow up for an urgent response. Despite paying for the entire month, we've been without service for over a week. Details: Account Number: [redacted] Landline Number: [redacted]04 Account Name: Ma. Christina Balatbat (my girlfriend) Contact Number: [redacted] / [redacted] I'll call later. Thank you, Rockler Reyes

Hello, I am Alma Cladys Baluyot, and my PLDT account number is [redacted], with the telephone number [redacted]. Our internet service has been disconnected since before June [redacted]. Despite being told over the phone by PLDT that we would not be billed if we were not using the service, we have received a bill of [redacted] pesos. We have not used the internet service in the Philippines since June [redacted] as we are abroad. We were assured by customer service that we would not be billed for unused months. If we decide to reconnect, we should not have to pay this [redacted] pesos. Please clarify the amount owed for the internet service or reach out to me at the Philippine number: [redacted]4. Thank you for your attention.

Account # [redacted] Our PLDT technician has visited twice, replacing cables both outside and inside our house, as well as changing the filter, but the intermittent connection issue persists. The router, a Baudtec RN243R4-2T2R-A6, is overheating with all lights staying solid green after some time, leading to no internet connectivity despite the SSID being visible. This issue is causing constant disconnections. We received this router when we opened the account. Please send a tech to replace the router for a more reliable connection.

Hello! I just wanted to inquire about the online message claiming that "Every day, we select a small group of PLDT users to participate in our customer satisfaction survey and give them a chance to receive exclusive gifts from our partners and sponsors. This is our way of expressing our appreciation for you choosing PLDT. By participating, you will have the chance to win a free Samsung Galaxy S10, iPhone 11, or iPad Pro. This survey will allow us to better understand our customers and will take less than 30 seconds of your time. When you win, they request an online payment of [redacted] for the shipping fee of the prize.

I received a reward program from PLDT. Can you confirm its legitimacy? The program offers users a chance to participate in a customer satisfaction survey to receive gifts. Prizes include a Samsung Galaxy S10, iPhone 11, or iPad Pro. The survey claims to take less than 30 seconds. They mentioned that only [redacted] customers were selected for this opportunity. I'm just unsure if this offer is genuine.

Yesterday, on October 5, [redacted] at 11 a.m., the PLDT Home Fibr was successfully installed at my place. Unfortunately, by 6 p.m., I lost my internet connection. Despite this issue, another unit of PLDT Home Fibr in our household has a working internet connection. As a teacher in need of internet access, I was looking forward to this installation. I have contacted customer care at [redacted] twice already. The customer representative, Yuhan, created a ticket for the issue #[redacted]1. If this problem is not resolved by any of your agents, I will not be able to recommend PLDT to my fellow teachers. This situation has left me extremely disappointed.

I submitted a request on FEBRUARY 3, [redacted], to move my line to my new address on the second street, but my request is still pending. I've encountered unhelpful agents who keep giving me the same excuses without any progress. Even when promised installation on specific dates, no follow-up or explanation occurs. I visited your office, but the issue remains unresolved. I'm frustrated with the delay and lack of information. Please clarify why there is such a long delay in processing my request. I need to know if my line will be connected soon, or I'll have to consider switching to a different provider. Thank you.

I would like to request an upgrade of our internet connection at I-B Manikling St. Talayan Village Talayan QC from DSL Unli Plan [redacted] to FIBR UNLI-Plan1899 25 MBPS as our area is fibr ready per reference no. [redacted]1. The current plan is not satisfactory as the internet signals are weak. I am authorizing Tess Nicdao to handle the request on my behalf. Thank you.

Dear Forum Members, I have been paying for my caretaker's internet connection in Angono, Rizal for the past 15 years, contributing [redacted] pesos every month as I own the property. Recently, I discovered that the actual bill from PLDT was only [redacted] pesos monthly. Unfortunately, my caretaker claims he did not receive the bills for these months and cannot provide them to me. I am seeking advice on how to obtain the billing records and determine when the [redacted] peso billing started. I'm 83 years old and may need assistance in handling this matter. You can reach out to me through my niece's number, [redacted]. Caretaker Details: Account Name: Joel Rellenos Account Address: Dona Aurora Street Pob Itaas, Angono, Rizal. Thank you for any guidance you can offer. Sincerely, Raquel Mira Miranda

I am currently subscribed to a 5MBPS DSL plan, along with a landline service. Unfortunately, my landline recently broke, leading to a significant decrease in my router's download speed to just 1.5MBPS at best. Despite numerous attempts, I have been unable to contact your customer service team. As a leading telecom provider, your company's customer service falls short of expectations. I managed to call through my aunt's landline and was given service number [redacted]7. Despite receiving an SMS stating that a technician would reach out within 24 hours, it has now been 4 days with no response from your company. This level of service is incredibly disappointing and showcases a lack of competence.

Since the evening of October 28, I've been without internet connectivity, which is essential to me as I rely on the wifi service at home. A technician from customer service mentioned that I am among those affected by the outage. However, I find it perplexing that everyone else in my neighborhood seems to have their connection back except for me. How much longer can I expect to wait? I suspect there might be a physical issue with the line rather than just a system problem. It would be greatly appreciated if you could dispatch someone to assess the line promptly instead of leaving me in the dark about when this will be resolved. This incident has been the most troublesome wifi service experience I've encountered, as losing connection intermittently had occurred before, but this time it's exceptionally frustrating. Please, PLDT, address this issue promptly, as I didn't subscribe to this service for it to be unreliable. I can be reached at my telephone number, [redacted], and I am located in Oton, Iloilo. Thank you. A. B.

I recently submitted an online application to switch my postpaid plan from Globe to PLDT. A PLDT representative mentioned an old account with a balance of [redacted]+ pesos, which surprised me as I have been with Globe for almost 10 years and do not recall having an account with PLDT. The representative referred to me using an SSS ID, which I do not currently possess but plan to obtain. When I applied to move to PLDT and terminate my Globe plan, I provided my passport information. It is crucial to investigate this matter as any impact on my credit history is unacceptable. My financial history involves various banks and companies, but I have never had an account with PLDT. I am willing to share my personal details to resolve this discrepancy promptly.

Subject: Urgent Follow-Up on PLDT Account Status To the PLDT Customer Care Team, I am seeking a prompt update on the status of my account registered under the name of Mr. Leroy M. Salvador with the contact number [redacted]. For nearly two months now, we have been experiencing a complete lack of DSL and dial tone connection. It is frustrating to continue paying for a service that is not operational, only to receive another bill shortly after. The PLDT branch at Violeta Sta. Cruz Guiguinto Bulacan has been unable to resolve our issue effectively. Despite assurances of a service team visit, the problem persists. Such a lengthy delay is unacceptable. I have tried contacting your customer hotline, [redacted]-[redacted], to reach the Technical Department numerous times, but have been left on hold for up to 30 minutes without any response. I urge you to please assist us with this matter as it has been ongoing for far too long. Our technical reference number is FT[redacted]4. Attached you will find the reference number and contact information provided by PLDT Violeta Sta. Cruz Guiguinto Bulacan. Thank you for your attention to this urgent matter. Sincerely, Kelvin

Since June [redacted], we have repeatedly requested the removal of the MyDSL plan. However, it was not removed until September [redacted], only to reappear in October and November of the same year. This recurring issue reflects poorly on the company as it indicates a lack of competence among its staff. Despite numerous discussions with various PLDT personnel, the problem remains unresolved and persists. It is frustrating that no one seems to take this matter seriously. I urge you to address and rectify this matter promptly. Kindly assign a contact person who can efficiently resolve this ongoing problem. Account Number: [redacted]

Subject: Urgent Service Repair Needed for Home Wifi and Phone Dear PLDT, I hope this message finds you well. I am writing to express my utmost frustration regarding the ongoing service outage of my home wifi and phone connection. It has been more than four weeks since I initially reported the issue on October 16, [redacted], and despite being assured that a technician would address the problem (Case # [redacted]3), no one has shown up. Repeated calls to your customer service line have left me on hold for hours on end, often resulting in disconnections before I can even explain the situation. Given that I can only contact PLDT during my working hours, I have had to sacrifice my break times in an attempt to resolve this matter. As a customer relying on internet connectivity for my online business, the prolonged downtime has been detrimental to my operations and revenue. I kindly request prompt action to rectify the service interruption at the earliest. Additionally, I urge for a fair adjustment in billing for the period without service. Your attention to this pressing issue is greatly appreciated. Sincerely, Apply Lyn Lumasac

Yesterday at 7 a.m., I reported an issue with my internet as the connection suddenly went down, and my modem showed a red LOS. I spoke to someone on [redacted], and after checking my account, they mentioned there was an issue with the line coming from the post. They said someone would contact me within 24 hours, and provided ticket number [redacted]7. It's been over 24 hours now, and despite following up, I have not received any communication. I really need my internet daily, as I always pay on time. Please, I have PLDT HOMEFIBER and would appreciate it if you could fix my line promptly.

Dear PLDT, I hope this message finds you well. I am seeking to fast-track the resolution of my repair request from November 26, [redacted]. It has been almost a week since our internet connection went down, and despite reaching out for assistance as soon as the issue occurred, I have yet to see any progress. Each time I contact the hotline at [redacted], I receive the same response but no solution. I am an online teacher and require internet access to fulfill my work responsibilities. This prolonged downtime is hindering my ability to work effectively. To ensure the matter is addressed promptly, I kindly request the name and contact information of the technician assigned to my case, as speaking with customer service has not led to a resolution. Your prompt attention to this matter would be greatly appreciated. Sincerely, Sunshine B. [redacted] [redacted] [redacted]3 Repair Request No.: [redacted]1

I recently experienced a restricted internet connection due to an unsettled balance, despite my payment being scheduled for Dec 12, [redacted]. I promptly settled it by paying Php [redacted]. My son urgently requires internet access, so I kindly request the restoration of my connection, as I have paid the amount owed, and even more. I have reached out to customer service via email and messaged pldt home providing proof of payment but have not yet received a response. My account number is [redacted]. I am looking forward to a swift resolution in restoring my internet connection. Thank you.

I experienced a loss of internet connection on December 1st, and a PLDT employee came for an inspection on December 3rd. They mentioned a technician would come to fix it the following day. Unfortunately, no PLDT technician showed up yesterday as promised. We are still without internet. Could you provide a more precise timeline for when our service will be restored? Our ticket number is #[redacted]0. This situation is disappointing, especially for a fiber connection.

Hello, I hope you're doing well. I made a payment to reconnect my internet on November 13. Upon returning to the office in Davao on November 15, I contacted the [redacted] hotline to confirm the payment of my outstanding bill amounting to 2,[redacted]. I was informed that a technician would come within 2 weeks to restore my internet connection. As of December 7, my internet is still disconnected. Today, I received an email requesting payment for the bill at the end of the month. How can I pay for a service I am not even receiving? I kindly request assistance in resolving this frustrating issue. Best regards, H, Danan 8-[redacted] Account: [redacted]