PLDT Customer Service Issues

Dear Customer Care, I am writing on behalf of Vivian Lingo regarding account [redacted]. We have been attempting to update the address to [redacted] Capricorn St., Heritage Village, Tejero, Gen. Trias, Cavite, but have encountered difficulties with your system or representatives. We kindly ask for this information to be corrected. Due to the challenges presented by the extended lockdown, we are experiencing issues making payments for our PLDT account. Access to ATM, banks, and payment centers is limited or unavailable. Your system seems to frequently encounter downtime, leaving us unable to fulfill our payment obligations. Despite these obstacles, we are committed to settling our dues promptly. As we strive to find alternative payment options, we urge you to ensure uninterrupted internet service during these trying times. Your patience and assistance are greatly appreciated. For any concerns, please reach us at [redacted] Thank you for your understanding. Sincerely, Bob Steacy

Three months ago, I filed a complaint about our current bill and connection, particularly concerning my February payment. We mistakenly used the service reference number instead of the account number on the form. The next day we followed up and were informed that the payment had been processed successfully, yet we still received a notice of unpaid balance for that month, leading to restricted use of our plan. I have been messaging the customer service team, but we seem to be going in circles, dealing with different representatives who are unable to address the issue promptly.

Hello PLDT, I am reaching out to report an incident with our WiFi in Iloilo. Our service was disconnected due to a neighbor's complaint about a cable crossing their property, which was resolved by your technician on May 28, [redacted]. I noticed an email last month regarding payment for two months when we didn't have internet access. I would appreciate a reevaluation of our bill at your soonest convenience. Thank you for your attention to this matter. Our internet was activated on March 15, [redacted], and reconnected on May 28, [redacted]. Subscriber: KRIZELLE G. Account number: [redacted] Telephone number: [redacted] Kindly review our charges promptly. Thank you.

I have reached out via email with tracking number [redacted]7 and am awaiting an update on my case. Working from home during this quarantine has made a stable internet connection crucial for my online training and exams. As part of my probationary period, I must pass certain requirements before being fully endorsed by management. Given that I am the sole provider for my family during this challenging time, a reliable internet service is essential for me to continue working effectively. I urge the company to improve its customer service operations. Despite timely payments, the lack of resolution to my previous complaint is disappointing. I kindly request a thorough check of my internet connection by a technician. Timely and efficient customer support is vital to ensure customer satisfaction and loyalty. Thank you, D.A. Cristobal Blk 13 Lot 4 Phase 2 Pinagsama, Taguig City

I requested to have my modem moved from the bedroom to the living area on May 21. Despite multiple follow-ups, all responses direct me to products and services via email. On June 6, I spoke with CODE SG and was told it was escalated, with a promised call in 24 to 48 hours that never came. The same process repeated on June 9 and June 11 with agents like CODE JJ and Rhea, as well as a supervisor named DANIEL. Each time, I was assured a call back that never materialized. I referenced job service order #[redacted]04 created on June 11, with no follow-up as promised. Even after calling on June 16 and 17, speaking to individuals like Jet and JAM, I still have not received any resolution or call backs. What should I do next?

Dear Sir/Madam, Good morning! I am writing to express my concerns regarding my account. My name is Ma. Rebecca L. Salvino, and my telephone number is [redacted]. Firstly, I would like to address the delay in the relocation of our service, which was requested on February 2, [redacted]. Despite multiple visits to the main office in Carmen CDOC, I have been informed that the installation has not occurred as the technicians are third-party providers. Secondly, there have been continuous billings for a service we have not been utilizing. Following our relocation in December [redacted] due to my father's hospitalization, we ceased using the internet services. Despite reporting the relocation on February 2, [redacted], and settling the bills, we continue to be charged. It is unjust to continue billing us for a service we no longer use, especially when the company is aware of our circumstances. I kindly request a resolution to these issues without further charges. Thank you for your attention to this matter. Sincerely, Ma. Rebecca L. Salvino

I am experiencing issues with my PLDT landline and internet connection ever since it was disconnected around 3:00 PM last Wednesday. Despite visiting the PLDT office in Sta. Mesa, I was only advised to call [redacted]. However, my landline has no dial tone, so I'm unable to make the call. I tried calling [redacted] from my office phone, but the service is poor. I seek help in restoring my PLDT services as I rely on them for preparing online course materials. My phone number is [redacted], and I hope this forum can assist me in resolving this matter promptly.

Subject: Urgent Service Disruption Complaint To Whom It May Concern, I am addressing an issue regarding my Fiber subscription under the name of Paolo Cases Velarde with the account number [redacted] and ticket number [redacted]8. On June 20, my subscription was upgraded to Fiber Php [redacted], but unfortunately, I lost connection. Following a diagnosis over the phone, it was determined that the issue lies outside, specifically at the PLDT BOX located at the corner of Laon Laan St. and Maceda St. in Sampaloc. Despite promises from customer service for a technician to visit by June 26 at 10:47 a.m., no one has arrived, leading to frustration. This situation has resulted in the loss of my job due to the lack of urgency in resolving the matter. I kindly request that the days without service be deducted from my upcoming bill and that one month of expected July salary be compensated due to the job loss. This compensation is crucial for me to manage other financial obligations effectively. Please address this matter promptly. Feel free to reach out to me at [redacted]3. Thank you.

Dear PLDT, On April 25th, I placed an order to upgrade my cellphone under service request number [redacted]. I need to cancel this service immediately because I made a mistake. The cellphone number [redacted]6 is a Netherlands number that has been out of service for a long time. Therefore, the service is useless to me. Even though I have a Philippine cellphone number, I cannot use it because my phone has been hacked. Truly yours, Stoffel Schiphof

For the past 5 months, our landline has not been functioning correctly. When calls come in, we can only hear minimal sounds from the caller. We attempted to visit the Mandaue City branch office in our area, but it was closed. Contacting the hotline at [redacted] did not provide us with a clear explanation of the steps being taken to rectify the problem. Despite consistently paying our bills on time during the pandemic, we are not receiving the standard of service we expect for what we are paying.

Hello, I am interested in temporarily suspending the internet service for plan P1899 due to the pandemic situation. The students in our condo unit have returned home to the province as there are currently no in-person classes. Could you please guide me on the process and what requirements are necessary for this request? I anticipate your response so I can provide you with my account information. Thank you, William

Two months have passed since we applied for PLDT Fibr, but there's still no installation. Promises of installation within two weeks have not been fulfilled despite numerous follow-ups. I even spoke to a PLDT installer in the neighborhood who mentioned a two-week process for new applications. Unfortunately, I didn't submit a new application as we already have a pending one. Recently, I witnessed PLDT installers at my cousin's place, and I was shocked to learn that he paid 5,[redacted] pesos for installation with instructions to conceal this if PLDT inquires. This dubious practice seems common in Bukidnon. I was offered a similar deal where I would have to pay 20 pesos per meter for fiber optic cable, totaling 22,[redacted] pesos for 1,[redacted] meters. The installer suggested settling for 15,[redacted] pesos and handling everything. This deceitful behavior must not go unnoticed, especially during challenging times like these when everyone is affected by the pandemic and people are exploiting the situation.

Due to the pandemic, our President announced that there will be no face-to-face interactions until a vaccine is found. Because of this, I have decided to temporarily go back to my hometown as I feel safer there than in my apartment. Returning to the countryside was a difficult choice, especially with the online class situation. We are in a remote area with poor signal reception. My child was upset about this, and I wish we could have our PLDT connection here, but unfortunately, we are too far from the nearest line location. I am reaching out for help and suggestions regarding my issue. We would like to continue using our account while being here. Currently, we are trying to connect through PLDT wireless, but the signal is inconsistent. Thank you for your understanding and assistance.

Hello, I am one of your subscribers. We moved houses on June 17, [redacted]. I called your hotline prior to the move to inform you about the transfer and the internet. I was told to wait for 5 working days for the availability check in our area for Pldt fiber. After almost 2 weeks with no communication from Pldt, I followed up. I was informed they needed an S.O. # and PID from the back support team to proceed with transferring and connecting our internet to the new house. Despite calling 5 times, I was only given a reference number and told to wait. The issue seems to be that there are no reports for the transfer in the system, so it has not been forwarded for S.O. processing. I urgently need the internet for my daughter's online school and for work. Your prompt attention to this matter is greatly appreciated. Thank you and I hope to hear from you soon.

I'm Analyn Omega, a subscriber of PLDT fiber at Blk 29 lot 14 Ph3, Blessed Sacrament South City Homes Binan with the telephone number [redacted]. My monthly bill is [redacted]. I've been trying to relocate my internet and landline by contacting your hotline multiple times, but no progress has been made. The technical team confirmed that our new address at 16 Martinez St., South Signal Village, Taguig City is serviceable as they are installing internet in the area. They require the S.O. number to proceed with the installation. Despite being given a reference number and asked to wait for 3-5 working days, it's been three weeks without any updates. Please assist us in obtaining the S.O. number promptly so we can arrange for the installation. This is crucial for my daughter's online schooling. Thank you for your attention to this matter.

Dear Ma'am/Sir, Greetings! I hope this email finds you well. I am reaching out to address some concerns I have encountered with contacting phone number [redacted]. Despite multiple attempts, I have had no success reaching them through the numbers provided on the website. Initially, I was able to speak with a staff member and obtain a reference number. They mentioned conducting troubleshooting over the phone to fix our dial tone but have not followed up as promised. In today's age, having a working telephone is crucial, and it has been nearly a week since I first raised this issue. I am eager to have this matter resolved promptly. I look forward to your prompt response. Thank you. Respectfully, Mischelle

We have been using PLDT as our Internet provider for two weeks now, and unfortunately, we are not satisfied with the services we have received. There are numerous days when we have no Internet connection, and when we do, it is incredibly slow. Despite subscribing to a 20Mbps plan, our speed checks only show 8-9 Mbps. This situation is unfair for us subscribers as we are paying for a service that falls short of expectations. The customer hotline, [redacted], has not been very helpful either, as we have to wait a long time for assistance. We urge PLDT to address our Internet speed issues promptly if they want to retain us as loyal customers. It is unjust to bind us to a two-year contract if the service provided does not meet our needs.

On February 10, [redacted], we settled our bill for 4,[redacted].40 using 7/11 account billing. Surprisingly, despite our payment, we got disconnected later on due to alleged non-payment. We were perplexed when given a different account number. We seek guidance on how to redirect our paid amount to the original account. They require paperwork processed in Manila. Hence, we disconnected the telephone assuming it was futile and unplugged it. However, on April 29, [redacted], my sibling tried restarting the wifi modem, which started working again. Unfortunately, we face disconnection once more for an outstanding balance of 12,[redacted].40, a substantial amount. Considering the challenges posed by the pandemic affecting our small 'karinderya' business, we're pleading for the possibility of a partial payment or downpayment. Contacting PLDT customer service has been unsuccessful, and we're reaching out for assistance. Thank you for your understanding.

Hello! I am currently a PLDT Home Ultera Bro subscriber. We recently made a payment for last month's bill. However, the payment doesn't reflect on our account, resulting in a loss of connection to the wifi. Additionally, upon reviewing our billing statement, we noticed that we are being charged more than expected. We opted for booster packages totaling [redacted].00 but our monthly bill is 1,[redacted].00. According to PLDT's website, the total amount due should be 2,[redacted].34 instead of the expected 2,[redacted].00 pesos. This issue is not limited to just last month but has been occurring for a few months. Prompt resolution of this matter is greatly appreciated as we urgently require internet access for work and school purposes. Thank you for your assistance.

I submitted an application through a PLDT agent on July 11. I was advised that my application was successful and was promised installation within a week. However, I have not received my service order number and the agent has blocked me on Facebook. Feeling frustrated, I applied online on July 18 but have not received any updates. I have tried calling [redacted] from both a landline and cellphone, but I cannot connect with an agent. This experience has been incredibly frustrating. I hope to get some assistance here as it has been over two weeks since my initial application, and I am left feeling like I am waiting in vain. Contact me at ([redacted]6) or via email at [redacted] Thank you.