PLDT Customer Service Issues

I am writing to express my frustration with the ongoing internet outage that has lasted for two weeks now due to the recent typhoon. I visited the SM Lipa PLDT Branch to report the issue, but despite their assurance of a callback within 24 hours, I did not receive any communication. Attempts to reach them via their landline have been unsuccessful, leading me to contact PLDT through their Facebook page. Technicians visited our home twice, replacing the modem and stating that I just needed to wait for reactivation. However, it has been three days since the new modem was installed, and the service is still not active. As our monthly billing date is the 9th of every month, it seems unreasonable to pay for a service we have not been able to use for two weeks. I kindly request an adjustment to our account and a prompt resolution to this matter. Thank you for your assistance.

I am experiencing difficulties with my PLDT Prepaid Home Wifi connection recently. For the past week, including today, November 8, [redacted], the connection has become intermittent, causing me to disconnect and reconnect frequently while playing games. The issue is especially noticeable after 9 am, whereas the connection is stable from midnight until 8 in the morning. I am located in Dumaguete City, Negros Oriental, but my account is showing a connection in Cebu City during SpeedTest. I have been using this device for six months without any problems until now. Any assistance with resolving this connectivity issue would be greatly appreciated. Model: R051 PLDT Home Prepaid Wifi Account Number: [redacted] Location: Dumaguete City, Negros Oriental Region: Visayas

My PLDT internet and landline have been down for nearly two weeks. I've lodged multiple complaints via [redacted]. Cruzlink staff inspected the line and identified an issue with the cable connection in the box. They mentioned another team would handle it, but my internet remains offline. Please address this promptly as my children require it for their online classes. Tel number: [redacted].

I am Benedicto Gonzalez. On November 8, [redacted], I emailed [redacted] requesting the disconnection of my landline ([redacted]) and internet services as we are not using them since June 14, [redacted]. Currently residing in the US due to the pandemic with uncertainty of returning to the Philippines without a vaccine, we kindly ask for a temporary disconnection. Despite paying monthly bills of P3034 since leaving the condo, it feels unnecessary to continue when the services are not utilized. My PLDT account number is [redacted] and telephone number is [redacted]. Thank you for your understanding. Looking forward to your response.

Last Saturday, November 7, Meralco trimmed tree branches on our street resulting in a power line issue impacting our fiber connection. I promptly reported the incident to [redacted] due to a line of sight (LOS) problem causing a red LOS light on our router. We require an OSP crew to address this matter. Despite being assured that our case is a priority, four days have passed without any visit from a technician. I have been calling daily for updates and hope not to resort to using personal connections for expedited service. I trust the subcontractor can handle the situation. If necessary, I will seek assistance through other means to resolve this promptly. Please send an OSP crew to rectify this issue without further delay. Thank you.

I would like to request the disconnection of our PLDT DSL plan worth 1,[redacted]. We no longer use the internet due to the poor connection and frequent outages. We have been waiting for repairs for a long time, but the situation only improves when the technician is around. We also asked for a migration from DSL to fiber optic, but our requests seem to have been disregarded by the PLDT office. We are long-time customers with no outstanding balance, but it appears that they are unwilling to provide us with the Homefiber service we desire. Due to these repeated issues, we have decided to terminate our subscription. Thank you.

We recently had our PLDT Home Fibr installed on October 3, everything was working well until November 10. Since then, we have been unable to access the internet. Our landline has no dial tone, and only two lights are showing on the modem. We chose your service for reliable internet as we work from home, but for the past seven days, we've been without internet. It's frustrating that we can't reach a customer service representative and are only directed to automated replies. We urgently need the repair to be expedited as we're using our emergency leave to work from the office to avoid absences. Despite not being able to use your services, we noticed that our billing is still active. We hope for a prompt resolution to this issue.

Hello, I am reaching out regarding the billing issue we have with our telephone number [redacted]. Today, our internet service was disconnected due to an outstanding balance. I had not been able to make payments recently because our line was continuously out of service for weeks or even months. We experienced over two weeks of consecutive downtime and sometimes more than a week at a time over the span of several months. Despite these service disruptions, we were disconnected three times which left us without a connection for nearly a month. I am requesting a refund for the period we were unable to use the service. On October 9, [redacted], PLDT informed us that our outstanding bill is only [redacted].93 and is due by October 15, [redacted]. The last payment they have on record is from September 3, [redacted]. I distinctly remember making a payment after September 9, [redacted], which does not seem to be reflected. We also did not receive any billing statements, and while we understand the move towards paperless billing, the notification we received from PLDT about the outstanding amount was during a period of repair when we were without service. This was the first notice we got about the payment before our service was disconnected abruptly. I am confused as to why there was such a rush to disconnect the service without considering the prolonged periods of repair when payment could not be made promptly. I kindly request for your understanding and cooperation in resolving this matter. Thank you, E.D. Lantin

Repair Ticket #: [redacted]9 Our PLDTHome Fibr was activated on 14 Nov. It worked for 2 hours. We were enjoying Netflix when suddenly, the wifi disconnected on its own. The PON is green, but the LOS started blinking red. Despite hoping for a temporary issue, the connection did not come back for the rest of the day. I reported the problem to [redacted] the next day, went through phone diagnostics, and received a repair ticket number. They mentioned it would be serviced in 3-6 days. Now on the 6th day, no PLDT serviceman has contacted me. How long do we need to wait? It's crucial for online classes and work-from-home. Currently using PLDT prepaid wifi at P199/day. This urgent matter requires immediate attention and restoration from PLDT. Thank you.

Subject: Concern Regarding Unauthorized Upgrade Dear Sir/Madam, I am inquiring about the email below. Has your team deleted the upgrade already? I attempted to call the [redacted] hotline for nearly 30 minutes, and the prolonged wait time raises concerns that this is a deliberate strategy to deter cancellations. I adamantly reject any upgrades made without my consent, as indicated that my son unwittingly accepted your offer. It is concerning that the system allows upgrades without verifying the owner's identity - in this case, a minor accepted the offer without parental approval. Urgent action is requested to rectify this situation. Best regards, J. C. Talampas From: J. Talampas Sent: Thursday, November 19, [redacted] 4:53 PM To: 'PLDT Cares _Service' <[redacted]> Subject: RE: PLDT Super Speed Deals Ref- 29b470e3b20a00b3 Importance: High Greetings, I was unaware of my son accepting the offer and have been unsuccessful in canceling it through the [redacted] hotline. I do not wish to proceed with this upgrade. It is alarming that the system allowed a minor under 10 to make changes to my account. Kindly cancel this upgrade immediately and implement measures to verify the customer's identity in the future. Thank you, Jennifer C. Talampas

I reported a technical problem with my PLDT FIBER service on Monday, 23/11/[redacted], under tel# [redacted]. I was told it would be resolved within 24 hours, but it's been longer, and I haven't received any updates. I thought it was escalated that day, but no one has helped me yet. What's going on with your support team? Do you even have a team to assist with issues? It's frustrating since we rely on this connection for online classes and work from home. Can you please prioritize our request since we've been loyal customers paying our bills promptly? We have a ticket #[redacted]3 for this issue, and we were promised an update within 24 hours. Thank you.

Since February [redacted], we have been unable to fully utilize our three accounts with you, yet we continue to receive bills. This November, technicians came to install fibr wires, but there has been no progress. We have paid thousands, but your service is extremely slow in providing us with satisfactory service. You excel in billing, but are very slow in giving proper service. All our lines have no dial tone. When will you start fixing this properly? All the technicians who came just looked around without resolving anything. Our account details: 1. Account Name: Willen MA / Account Number: [redacted] 2. Account Number: [redacted] / Account Name: Willen MA 3. Account Number: [redacted] / Account Name: Masuki Mami Restaurant Corporation

I need assistance with my MyPLDT prepaid wifi. I purchased the FAMLOAD STUDY [redacted] promo which should have expired by Nov 27. On Nov 23, I tried to register for the same promo, assuming the data would accumulate, but it did not register, and php999 was deducted from my Paymaya account. Unfortunately, I was unable to use the data. Could you please investigate this issue promptly and process a refund for the deducted amount? My PLDT prepaid wifi number is [redacted]4. Thank you. Kris Aranez

I have contacted technical support three times regarding this issue, but it has not been resolved yet. I am concerned about the activation of the LAN ports at the back of my modem/router because I need to connect other devices via wired connection. During my last call, they informed me that a technician would be sent to address the problem, but no one has come by to fix it.

I have been without a dial tone and internet since typhoon Ulysses hit. We reported the issue on 11/21, and customer service assured us it was urgent, but the dispatch team has yet to resolve it. Despite multiple promises, no one has come to our house. This recurring problem is frustrating, and it seems it will take almost a month to fix. The lack of service is disappointing, and we are still being charged the full amount without any deductions for the days without connection. I have tried contacting PLDT, but have only been able to reach an automated system without speaking to a live person. Request number: [redacted]7.

Hello, I would like to report some concerns regarding the following: 1. Landline connection (tel # [redacted]7) - There seems to be no dial tone and the line is noisy. 2. Internet connection - The wifi connection is intermittent, causing great inconvenience for online classes and work. These issues were reported a month ago, but we have not received any feedback or actions yet. Your prompt response and action would be greatly appreciated. Thank you, Floresa O.

I was terminated from my job on July 1, [redacted], and am struggling to pay my PLDT bill. Despite repeatedly calling [redacted] each month, I have not been able to reach a live agent. The bill continues to increase even though the service is already disconnected. I simply want to terminate my PLDT internet connection and settle the payment for the months we used. The account is under my father's name, Arthur Bonilla, and the PLDT phone number is [redacted]. Please respond to my email.

I have been without internet for 3 weeks now. I contacted hotline [redacted] and received ticket number [redacted]1. A technician contacted me regarding the issue and determined that a modem replacement was needed. It has been 3 days since our discussion, but no one from PLDT has come to replace the modem. This situation is causing significant disruptions to my business and online work. My name is Oliver Apud, and you can reach me at [redacted].

I am experiencing difficulty logging into my online job due to connectivity issues in our area. My work is essential for our daily needs, and I rely on a stable connection from your network to communicate with clients and access necessary applications. It is crucial for me to have a reliable service from you as I pay my bills promptly. Please address this matter promptly. Thank you.

Our landline has had no dial tone, only a busy tone, and our internet is disconnected. An open ticket has been active since November 22 around 1 pm. Despite my daily follow-ups from November 21 to November 28, there has been no substantial update. The automated responses keep promising updates but only mention that the case is with field operations. It has now been two weeks without internet, impacting my children's online schooling and my own work-from-home situation.