PLDT Customer Service Issues

We recently paid our bill on January 12, but at that time, there was no signal or network in our area. Shortly after, the Taal Volcano erupted, and we had to evacuate. We were unable to use our internet because there was no one staying at our place and there was no electricity until now. My question is, do we still need to pay for February even though we didn't use the service due to the volcano eruption? If we are still required to pay, we might consider switching to a different network as there are two PLDT subscribers in our compound, one of which is fairly new. We hope that PLDT can give us a chance to provide good service and understand our situation, even if we haven't been using it. Thank you.

I would like to raise a complaint regarding the service of PLDT in San Fernando, Pampanga. Last December, we were surprised when our internet was disconnected when we visited, with the bill showing 2 months instead of the expected 1 month. They claimed the payment didn't reflect in the system. Is the issue on our end? This January, the bill showed 3 months, again due to a system error. I made the payment, expecting the service to be reconnected promptly, but alas, it wasn't. Frankly, the attitude and behavior of your staff in San Fernando are disappointing. It's frustrating to be treated poorly as if we were clueless when seeking assistance. When I visited customer service, no one was there besides me, yet I had to wait for 15 minutes without any acknowledgment. If this continues, all your customers may face frustration with PLDT. It's your problem if our payments don't reflect in your system, but why are we the ones facing the issues? Please relay to your staff in San Fernando, Pampanga, to improve their service towards customers.

I contacted customer service about my PLDT broadband and landline almost a week ago, but there has been no follow-up on my issue. Despite calling again a few days ago and today, it has been difficult to reach an operator at [redacted] after long wait times. I would like to request the termination of my line. It was only installed almost a week ago and only worked on the day of installation, with no internet connection and a busy line the following day. My PLDT landline number is [redacted]. Please contact me at [redacted]1 for the account termination. Thank you.

Dear Sir/Ma'am, I hope this message finds you well. On the 29th of January [redacted], I submitted a request, through Mr. Ryan Uytiepo, to upgrade my account to your fiber connection system. Today, I was informed that due to the unavailability of facilities, the upgrade cannot proceed, causing significant issues with my PLDT wifi connection. Therefore, I kindly request to cancel the fiber upgrade for now and revert to the original PLDT broadband setup. I have attached my ID for your reference, and I appreciate your prompt attention to this matter. Account Details: Account Name: Rodney Arnedo Account Number: [redacted] Thank you for your assistance in resolving this promptly. Kind Regards, Rodney Arnedo Tel. No. [redacted] No.30 Filrizsam Subdivision Purok 3, Bayanan Muntinlupa City.

Hello, Good day! I am reaching out regarding the recent disconnection of my internet service due to a missed payment on the due date. I did not receive a billing statement to prompt me to pay on time. Yesterday, I settled the outstanding balance and was informed that the service would be restored within two hours. However, it has been longer than that, and I am still without internet access. I kindly request an update on the status of my connection and hope for a prompt resolution. Thank you for your assistance. Best regards, Details: Account # [redacted] Tel #: [redacted]

Hello, I am a PLDT internet and phone subscriber in Olongapo, located at 40 Fontaine St under the owner's name Darlene Jimenez. Our phone number is +63 (0) 47 [redacted]. During a recent service visit, we were informed about making certain calls for free without the need to register specific numbers. Unfortunately, we later discovered a significant bill for calls, which came as a surprise. I am requesting a full or partial adjustment due to this misunderstanding and hope to utilize the supposed benefits according to what was explained to us. As the person responsible for settling this bill, I currently reside in the USA and will only return to Olongapo later in March. I appreciate any assistance in addressing and rectifying this situation promptly. Thank you for your understanding and support in resolving this issue. Sincerely, Scott D./Emilee M.

My phone is not working because it seems like it needs batteries. There were no batteries in it before, and it was turned off. I tried inserting the batteries that were provided during installation, but it requires setting up with codes that I followed, yet it's still not working. I need assistance to reactivate it. The best course of action would be to call me or send a technician to my location promptly. I have already messaged you on Facebook, but no one has responded. I require someone tech-savvy who can assist me. Please provide a response soon.

I need help with my PLDT Fibr Plan relocation. In January, I called to inquire about moving my service to a new location since I no longer need it at my current workplace. I was told that relocation was possible but it would change to DSL. After paying the bill for that month, the relocation was supposed to take place within 5 days. However, the internet has not been disconnected yet, although the telephone is not working. We have been receiving bills for the service even though no one is using it. Despite being told the process is ongoing, there has been no progress, and we are unsure of the status. When inquiring at the post office, I was directed to contact [redacted] for updates. I appreciate any assistance on this matter. Thank you.

I'm seeking assistance with my phone and internet service which have been down since yesterday morning. The phone is not working, and the internet light on the modem/router is off. This is the second time in 5 days, with the previous outage restored in 4 hours. However, it has been over 24 hours now without service. I heavily rely on the internet, especially during this emergency and with no access to cable TV. I've reached out via Facebook and Twitter but haven't heard back. Please address this promptly. Thank you. - Jesus P. Jr. Acct. No. [redacted] Tel No. [redacted] Email: [redacted]

I am having an issue with my Cignal digibox, it is not turning on. I contacted your hotline on March 23, but it kept auto-answering and promised a callback within 24 hours, which I never received. I also visited your office on Imelda Avenue, Cainta, Rizal, where they asked me to provide my details to create a job ticket and assured me of a callback within 24 hours, which I am still waiting for. Given the current situation with COVID-19, television is essential for combatting boredom at home. I hope that by sharing this message, PLDT will address my problem promptly. Thank you.

Good morning, Our unit has PLDT Home Fiber. I once changed the password but forgot the admin password, so I manually reset the modem. Eventually, I remembered and found the login password for the admin. I called customer service again to ask if they can revert my login to [redacted].[redacted].1.1 PLDT to change my password on my own without needing to call customer service. They said they would escalate it to their technical support engineer, and someone will call within 24 to 72 hours, but no call came. It was reported last month. Our landline number is [redacted]. I tried logging in with the remembered password, but couldn't get in. Isn't the first attempt to change the password [redacted] for admin? So when I found my password to be [redacted], I couldn't get in again. How can this be resolved without needing to call customer hotline and wait for their availability? Please take immediate action because I keep getting logged out, interrupting my work. Thank you.

I am having trouble connecting to the FTP server using the FileZilla client. I have attempted to connect using both the PLDT DSL LAN and WLAN connections. I have only basic settings on the modem that was issued. I am unsure if FTP is enabled. The FTP connection works fine with another ISP provider, GLOBE, on the same computer setup. Can you please check and enable the FTP settings and respond to my ticket that was submitted yesterday? It has been over 24 hours since I reported this issue over the phone.

Dear Sir/Madam, I am Rudy Alayon, currently residing abroad. I have been informed by my parents in the Philippines that they have been without internet for three weeks since March 22. Despite my sister-in-law's calls to report the issue, no technicians have arrived to address the problem. I acknowledge the challenging circumstances, but I urge you to prioritize restoring the internet connection promptly. We have patiently waited for weeks, considering the essential nature of the service, and it is crucial to understand the reasons for the prolonged lack of resolution. I hope the delay will not impact my upcoming bill, as I have not been receiving the service. I eagerly await your response, as this is my second attempt to contact you. Thank you for your attention to this matter. Rudy Alayon

Hi, good morning, Could you please check our account with PLDT? We have been without a connection for several days now. We initially thought it was disconnected, but that seems unlikely as our due date is the 9th and the connection was lost on April 2, which is too early. Despite that, we still paid at the bayad center in the hopes that it might just come back, but we still don't have any connection up to now. Please look into this matter. We have already paid for the month of April. Our account number is [redacted]. Thank you so much!

Hello, I am trying to determine if my internet connection will remain active despite my current inability to make a payment due to the quarantine situation. I typically make my payments at the Smart Wireless office in Butuan; however, it seems to be temporarily closed. Therefore, I am unsure how to proceed. My service reference number is [redacted], and the account is registered under my wife's name, J. Ober. Unfortunately, the [redacted] hotline has not been helpful. I have made numerous attempts to contact them, but the automated service does not recognize my service reference number. I am looking for alternative ways to pay my bill when the local office is closed and the post office is inaccessible. Also, I am seeking guidance on how to speak to a live representative rather than going through the hotline system. Best, W. Ober Block 2, Lot 8 Princess Homes 2 Subdivision Butuan [redacted] Philippines Cell: +63-[redacted] Email: [redacted], [redacted], or [redacted]

I would like to report that as of today, 4/09/20, our PLDT landline ([redacted]) and Internet connection at [redacted] Brgy. Manibaug, Paralaya, Porac, Pampanga are currently inaccessible. We rely on these services for business purposes, and unfortunately, the router is showing a blinking red light, indicating a lack of signal reception. I have attempted to reset the router, checked the power supply, and verified the cables, but the issue persists. Your prompt attention and resolution to this matter would be greatly appreciated. Thank you for your assistance. Sincerely, Armando C. / Ana M. C.

Hello, I noticed that after initially being upgraded to the 15mbps DSL plan, our internet speeds were consistently around 17Mbps for both download and upload. Lately, however, the speeds have decreased to about 12Mbps for download and 10Mbps for upload. I performed speed tests before and after resetting the modem, but the speeds remained the same. I would appreciate it if you could investigate this issue and help us restore the faster speeds we were experiencing initially after the upgrade. Thank you for your assistance. Best regards, M.E. Jennifer Telephone: [redacted] Account Number: [redacted] Account Holder: M.E. Jennifer

Hello, I would like to address an issue regarding our PLDT Home Fiber monthly bill for account number [redacted] under Antonio P. Villaraiz at Blk20 Lot10 NHA Buhangin, Davao City. Our concern is the unexpectedly high bill despite missing the payment deadline on January 28. The wifi was disconnected in the second week of February, unused for February and March, then restored on April 10. Attempts to contact customer service via [redacted] were unsuccessful. I am Emely Villaraiz, the daughter of the account owner, Antonio Villaraiz. Thank you for your attention to this matter. Looking forward to your response.

Hello. Today, our service was unexpectedly cut off due to an unpaid bill from two months ago resulting from a technical issue we weren't aware of. It was surprising to discover an outstanding balance of over 5,[redacted] pesos. Our service was disconnected on March 5, and despite numerous calls over the past month, the issue remains unresolved, with assurances that it's being monitored for a technician's intervention. We were assured an update once it was fixed, but no communication was received. Having relocated on March 14 and only had the service moved to our new address on April 25, we began using it on the same day. I kindly request the waiver of the two months' bill and immediate reconnection of our service. Otherwise, I may escalate this matter. Thank you.

Dear Sir/Madam, I hope this message finds you well. I am writing to address a persistent issue with my previous PLDT account number, [redacted]. Since our family moved to a new residence in Dasmarinas, Cavite on March 16, [redacted], we have made multiple requests to have the account relocated. Despite numerous assurances from PLDT's Customer Service and Technical Support teams in March and April, the relocation has not occurred after nearly 3 months. I have paid the billing statements for March and April [redacted], even though the services were not utilized. Due to PLDT's miscommunication and failure to relocate the account as promised between April and May [redacted], I believe the outstanding balance should not be our responsibility. Consequently, we have decided to switch to a different service provider with a more reliable service. I kindly request that you review our history of requests and assist us in reapplying for services. I would appreciate your help in resolving this matter and ensuring that such miscommunication does not happen again in the future. Thank you for your attention to this matter.