PLDT Customer Service Issues

Dear Sir/Madam, I am seeking your help with regard to my PLDT Home Fibr Unli Plan [redacted] account. I paid my bills in July and August through the GCASH app. When I tried to pay my bill on September 14, I couldn't find the PLDT DSL in the app, so I paid it to the PLDT Landline. However, I received a message from PLDT Home stating that my internet service is restricted due to an unpaid balance. I contacted PLDT, and they mentioned that they only received my payment until August 1, [redacted], not the one made on September 14, [redacted]. I would like to confirm if my September 14, [redacted] payment was successful and reflected in my account. I have attached proof of my payments for your reference. Kindly address this matter promptly. Thank you and God bless. Best Regards, N.R. Manacap

Dear Sir/Madam, I am seeking assistance with my PLDT Home Fibr Unli Plan [redacted] account, with a monthly installation fee of P100 totaling P1,[redacted].00 monthly. I made payments on July 10, [redacted], and August 1, [redacted], via the PLDT DSL in the GCASH app. Unfortunately, on September 14, [redacted], I couldn't find the PLDT DSL in the app as advised, so I paid my bill under the PLDT Landline. However, I received a text from PLDT Home stating an unpaid balance had led to internet restrictions. Despite this, as of October 2, [redacted], we still have no internet connection. When I called [redacted], an automated system informed me that they only received payment up to August 1, [redacted], indicating my September 14, [redacted] payment was not reflected. I am concerned if PLDT Home received my September 14, [redacted] payment correctly and have attached proof of payments made. I appreciate your prompt attention to this matter. Thank you and best regards, N.R. Manacap

Dear Sir/Madam, I am seeking assistance with my PLDT Home Fibr Unli Plan [redacted] account, which includes a monthly installation fee of P100, totaling P1,[redacted].00 per month. I made payments for my PLDT Fibr Unli Plan on July 10 and August 1, [redacted], through the PLDT DSL in the GCASH app. However, on September 14, [redacted], I couldn't find PLDT DSL in the app as directed online. After some research, I discovered that I could pay through PLDT Landline in the GCASH app and proceeded with the payment. Yesterday, I received a text message from PLDT Home indicating an internet service restriction due to an unpaid balance. Despite making the payment on September 14, [redacted], my most recent payment reflected by PLDT was on August 1, [redacted], as per the automated response when I called [redacted] today to report our lack of internet since October 2, [redacted]. I am inquiring about the status of my September 14, [redacted] payment with PLDT Home and have attached proof of payments for reference. Thank you for your attention to this matter. Best regards, N.R. Manacap

Dear PLDT, I am writing to express my extreme dissatisfaction with your service. I have been experiencing internet and phone connection issues since Friday, September 25, [redacted]. Despite reporting the problem at a customer service center and being given a ticket, no resolution has been provided. Despite promises of a repairman arriving on Sunday, September 27, no one showed up, causing me to waste an entire day waiting. Subsequent visits to your business centers in Cavite, San Pedro, and Binan have not resulted in any progress either. After being told by customer service that a repair would be done promptly, I was left waiting with no action taken. The continuous delays have impacted my work-from-home situation and my children's ability to attend online classes. As a subscriber with the account name Rodolfo Alcantara Jr, account number [redacted], and phone number [redacted], I urge you to address this issue immediately. Sincerely, Annamel Grace Ines

Hello, I visited the PLDT main office in Grace Park, Caloocan City on September 22, [redacted], to request an address transfer. However, I have not received any updates since then, and my internet connection is crucial for my income. I have sent two emails but have not received any responses. I kindly request that any communication or line transfer attempts be made on Wednesday or Thursday when I am at my new office. Additionally, I need a new adapter for my modem. Please find my contact details below: Account Name: D. Valdizno Telephone Number: [redacted] Old Address: [redacted] 7th Avenue, Caloocan City New Address: [redacted]-I G. Del Pilar West, Grace Park, Caloocan City Landmark: [redacted] Magpantay Apartment Thank you, Diane

To Whom It May Concern, Hello, I am writing to report that our PLDTHOME fiber connection was redirected earlier today but was reconnected after 2 hours as advised by the hotline. I am sending this email in response to a notification from the hotline claiming my account was overdue. My last payment in August [redacted] was settled through ML Pera Padala for the September bill on October 1, [redacted]. Despite the delay due to unforeseen circumstances, the overdue status does not seem justifiable for the service disruption. I kindly request regular checks on your accredited payment centers. The hotline mentioned I have 2 days to settle the account, and I want to confirm that I have already made the payment along with the receipt. I appreciate your attention to this matter. Sincerely, J.M. Account Number: [redacted] Area Code: [redacted]

I experienced a loss of internet connection around 2:00 PM on 03/10/[redacted] due to the ongoing installation of PLDT Home Fibr at a neighbor's place, affecting my virtual meeting attendance and my daughter's online class. The connection was restored on 05/10/[redacted] after the issue was fixed by Home Fibre. The technician mentioned that the main box connector was broken and the fiber cable leading to my house was bent, likely caused by the neighbor's installer during their installation on 03/10/[redacted]. I request that contractors are reminded to be careful during installations to prevent inconvenience to subscribers and prevent such incidents from happening in the future. Internet connection is crucial for our daily tasks. Thank you. Subscriber: D.N. CABRERA PLDT Home Fibr Account: [redacted] Telephone Number: [redacted]

Last Thursday, my sister lost her internet connection, so we contacted the PLDT hotline for assistance. Following the representative's advice, my sister made the payment this morning, October 9, [redacted], and immediately called the hotline again 15 minutes after to request reconnection. We encountered difficulty reaching the agents. Today, we spoke with various agents. The first agent, a girl, abruptly ended the call, while the second agent, a boy, was polite and tried to assist us. Unfortunately, the issue remained unresolved as the call got disconnected when he transferred us to another department. We have always been satisfied with PLDT's services and hope they can show consideration towards their customers in situations like this. God bless and more power to PLDT.

Good morning, Sir/Madam, I am Mr. Jose Aldrin P. Villareal, applying for PLDT Fiber. I live in Villa del Rio II Pit-os Talamban, Cebu City. Today, I received a call from your contractor who did not provide his name and informed me that my application could not be processed as there is no fiber in my area. He suggested I reapply for DSL. After the call, my neighbor mentioned they have PLDT fiber. I called the contractor at 0[redacted]. He rudely mentioned removing their line to give it to us. I tried to explain my lack of knowledge about the connection. He responded unprofessionally and abruptly ended the call. I am disappointed in the contractor's behavior and hope this issue is addressed. Thank you for your attention to my complaint. I am willing to visit your office if needed to discuss this matter further. Thank you.

I am having issues with billing. Due to the lockdown since March, we have not been able to utilize our internet service in Manila for the past 7 months. Our family moved back to Bataan when the lockdown started, and we have not returned to our condominium since. Despite not using the service, PLDT has been billing us for February to August. I tried to request for the connection to be cut in April but did not receive a response. Moreover, they are asking for three times the service plan amount to terminate the service, along with settling the outstanding balance. It is unreasonable and unjust to expect payment for a service we have not utilized. My parents handle the bill, and they are not inclined to pay for a service that has not been used. Assistance in this matter would be greatly appreciated.

I am Mario Magno, a PLDT subscriber since the 1990s, with the landline number 02 [redacted]3. I am requesting repairs and a replacement for my modem and telephone unit. I have submitted multiple ticket numbers: [redacted]6 and [redacted]4 on Sept. 6, [redacted], and [redacted]4 and [redacted]0 last Tuesday. My modem has been without power since August [redacted], and despite numerous calls to [redacted], no technician has come to address the issue. I have visited the Paranaque office multiple times and spoken to Rafael at booth number 6, who promised to assist, but the problem remains unresolved. I urgently need the internet for online study and work-from-home purposes. I hope this matter can be addressed promptly, as we have been loyal customers paying our bills on time. We are willing to do whatever it takes to restore our DSL service. Thank you.

I am having trouble connecting to my PLDT HomeFiber LTE for two weeks now, and despite multiple calls to the PLDT hotline, I have not been able to speak to anyone to resolve the issue. This poor signal is affecting my work-from-home setup for both my spouse and I, and it's essential for my two children who also rely on this connection. I have emailed PLDT about terminating the service due to the lack of connection and poor signal, but I have not received a response yet. I would like to discontinue my PLDT WiFi service as soon as possible without paying any termination fees. I made my last payment on October 12. I am eagerly waiting for a prompt resolution and feedback on this matter. Thank you.

Dear Sir/Madam, I hope this message finds you well. I submitted an application for Unli Fibr [redacted] on September 17, [redacted], via [redacted] Following this, on September 25, [redacted], I received a text message from PLDTHome acknowledging the application (reference number [redacted]) and informing me that it would take five (5) days to process. On October 8, [redacted], I received another message from PLDTHome stating that they were expediting my request and liaising with the implementation team for immediate action. Regrettably, to date, I have not received any further updates from your end. I kindly request prompt assistance with the installation of the UNLI FIBR [redacted], crucial for my children's online classes. I have attached a picture of the PLDT box (CSN LP82 NP3 PLDT) near my residential gate along with the initial application. I am eagerly anticipating your swift action and implementation. Best regards, J.T. Canonigo

Hello, I wanted to bring to your attention that we haven't been utilizing the PLDT Plan [redacted] service for the past two months due to our current living situation. Our house, which is rented, was sold two months ago and is now undergoing renovation by the new owners. Consequently, we are temporarily residing with a relative. Although we anticipate moving back to our old house this October, the pandemic has caused delays. As a result, our PLDT line remains inactive and will continue to be unused for a few more months. We are unsure whether to keep the service for when we relocate or to disconnect it. Given the financial challenges brought about by the pandemic, we wonder if there is a possibility to waive the charges for the months with no usage. Your advice on this matter would be greatly appreciated.

Issue: Unclear Application Status I received conflicting information regarding my application status for installation. While an agent on Twitter mentioned it was ready for installation, the system via [redacted] states it is awaiting customer compliance, requesting additional document submission. Despite sending the required documents four times to [redacted], there has been no progress on my application. I am eagerly awaiting the installation as it is crucial for my work. Can you please confirm when the installation will take place? Subscriber: Karen Abuel Vicedo Subscriber's Relation: Account Owner Mobile Number: [redacted]7 Email Address: [redacted] Order Number: [redacted]

I need to report an issue with the service provider. We initially reported a disconnection of our landline and internet, which was resolved after more than a week by fixing a cut-off line transferred to another subscriber. However, the service was disrupted again for over a week. Although a repair was made, the line only worked for less than 24 hours. We reported the problem again on October 16th, and on the 20th, the repair team checked our line only to discover it had been cut off or transferred to another subscriber. They said they would return, but we are still waiting for the repair. The team mentioned difficulties accessing our location due to poor road conditions.

Hello, I am Lalyn Cabahug, using PLDT Home Fiber. I upgraded from the [redacted] to [redacted] plan and initially had no issues. However, for the past month, I have been experiencing high latency and intermittent connection problems affecting my work. I visited your office on 10/20/20 for a technician appointment that was promised to me within 2-5 days, but I have not received any updates since. A subcontractor called me on the 27th day, stating they only fix outside issues and need to call back for further updates, which they failed to do. Urgent action is needed to resolve this matter. We are deeply dissatisfied with your service and require immediate assistance. Thank you.

Our internet connection has been down for five days now. We contacted customer service on the second day, and they advised us to wait 2-3 days. Today is the third day, actually the fifth day since the issue started. We are busy individuals and do not have the time to visit your office in Tacloban City, Leyte, Philippines, early in the morning due to the long lines. We are one of the 15 customers with PLDT in our area. We have never missed a payment and have been experiencing issues with the internet before, which were resolved in one day previously. However, it has been five days now, and we have not been able to use our landline for 8-10 months. We hope for a resolution to this matter soon.

Good afternoon, I have been reaching out to your customer hotline seven times since October 29. Our internet connection has been down since October 28 at approximately 1:35 pm until now, November 1. Customer service assured me that they would escalate it to your technical team. I received a text message from "PLDT HOME SERVICE ADVISORY" stating that the issue was resolved and the service was restored. However, we still have no connection. This has affected my children's online classes; they have been absent since Thursday and Friday. Tomorrow is Monday, and I hope they can join their online classes. I am eagerly awaiting your prompt resolution of this issue. Thank you.

I am following up on the repair service ([redacted]1 & [redacted]0) for our PLDT internet connection. I have requested multiple times that I would be available on Oct 24 (Sat) in the morning. Unfortunately, no technical representative arrived as scheduled. I urge PLDT to enhance their service to match what subscribers are paying for. It is disappointing that my simple concern has not been resolved promptly despite numerous emails and calls to customer service at hotline [redacted]. Please investigate why the technician failed to show up or properly address the issue. While I do not know his name, his mobile number is ([redacted]2) and my text messages were ignored. I trust you will rectify this situation to prevent a recurrence for other PLDT subscribers. A prompt response is greatly appreciated.