PLDT Customer Service Issues

I would like to follow up on the reimbursement request I raised with PLDT in July [redacted]. Until now, I have not received the reimbursement via GCash. I have also scheduled an online appointment, and the representative I spoke with mentioned the following: "Hi Sir Robert, From PLDT. Our billing department has already forwarded the request to the concern group for follow-up. Thanks." However, as it is now December, I have yet to receive the reimbursement. Here are the account details associated with our previous PLDT account: PLDT - [redacted] Tel. - [redacted] Our previous account with PLDT has been disconnected. We overpaid, so that's why we are requesting the reimbursement. Thank you.

Hello, I am kindly requesting to disconnect my PLDT internet connection. Our household no longer utilizes the service due to our kids attending face-to-face schooling and myself being away for classes. Your prompt attention to this matter is greatly appreciated. Thank you!

I would like to report our ongoing issue regarding our previous account and landline number, +[redacted]. Despite not using it for the past 4 months, the bills continue to accumulate. We have contacted your office multiple times and even visited in person, but there has been no resolution. One of your staff members suggested getting a new number and disregarding the old one, but the charges for the old number persist even though we are not utilizing it. We are requesting assistance from PLDT as we have been unsuccessful in resolving this matter. Thank you. Best regards, Julz

Good afternoon, I am in urgent need of assistance from your technician as I have lost my internet connection. I first reported this issue at the end of February in anticipation of our house renovation. Despite a technician visiting yesterday, no action was taken as they needed to involve another department. I was assured they would return today, but no one has arrived yet. I am currently relying on mobile data as our wifi remains disconnected due to ongoing renovations. This situation is becoming quite frustrating and inconvenient for me.

Good day, Yesterday, I received a call stating that we have an outstanding balance of 5,[redacted]. I remember my last payment was on November 24-December 24, and since then, we couldn't pay due to not using the service and experiencing some connectivity issues. Someone called yesterday to inform us of the 5,[redacted] balance due to unpaid bills from the past few months. During those months, we weren't using the service due to non-payment. Is it possible to skip paying the past months we didn't utilize because we had no internet during that time? Can we focus on settling the current month's bill to resume our internet service? Here is the account number: [redacted]. Thank you.

I had to stop paying my bills due to a tight budget, which led to my service being disconnected immediately after the due date. After two months, I requested a reconnection. We only used the internet for one month that we actually paid for and another month that was unused due to disconnection. Upon reviewing my bills, I noticed that the statement includes the payment for the second month that we didn't use. I find it frustrating that I am being asked to pay for a service we didn't utilize when disconnected. It should only be for one month because that's the duration we had internet access. Now, we're without internet service again before the due date, which is disappointing.

Due to a budget shortage, I wasn't able to pay our internet bill for one month, resulting in our internet being disconnected on the due date. As I was planning to pay the following month since I could afford it, I was surprised to find out I have to pay double on my bill because it had accumulated for two months unpaid. It's frustrating because why should I pay for internet I didn't even use twice, especially in the month following the disconnection? I settled the bill for the month we used the service, yet there's still a balance indicated for another month on my bill. To make matters worse, my wifi was disconnected again on April 11 due to this remaining balance, even though the due date is the 18th. It's unfair because how can I be asked to pay for internet that I haven't even utilized? What should I do in this situation?

I mistakenly paid the wrong biller, so my current charge isn't due yet, but my service was disconnected. I notified them that the payment will be charged back but it's pending. I will pay the current charge when it's due. It's frustrating that they disconnected my service when I'm willing to pay. I haven't received proper service for over a week. If this isn't resolved promptly, I'll consider ending my service with this provider. The customer service from PLDT has been very poor.

I have requested an early termination of my PLDT internet service since February [redacted] and asked to waive the disconnection fee. I have consistently paid my bills on time. I decided to discontinue the service due to the lack of internet connection despite filing tickets monthly. I am now using a different internet service provider. PLDT continues to bill me, with the total now nearly $[redacted].00, even though we have not been using the service. I have attempted to contact PLDT customer service multiple times to no avail. This situation is frustrating.

I have reported the ongoing issue with our internet connection to PLDT. The technical team inspected and provided the code PLDT[redacted]. They confirmed that our PLDT router needs replacing due to being defective. This report was filed on April 26, [redacted]. Despite this, the repair team has not visited to install the new router. I kindly request a follow-up on this matter. Thank you.

Subject: Service Disruption Complaint for PLDT Home Fiber Account No. [redacted] Dear Customer Support, I hope this message finds you well. I am reaching out to formally address a pressing concern regarding the lack of services from PLDT for the past two months. Despite our consistent payments and clear account status, we have not been receiving the internet connection essential for our work-from-home setup and our children's online classes. Our previous report dated April 28, [redacted], remains unaddressed. We are disappointed by the prolonged service interruption. Considering the upcoming billing cycle, I must express my reluctance to remit payment for the forthcoming month of service that we have regrettably not been able to utilize. Enclosed are documents substantiating our claim for your verification. As a dedicated customer, I appeal for urgent intervention in resolving this issue promptly. The disruption has significantly impacted our daily routine, urging the restoration of our connectivity at the soonest possible time. Thank you for prioritizing this matter. I anxiously await your prompt response. Sincerely, J. A. Dineros

I recently signed up for a new internet plan with PLDT and have been going back and forth to SM Manila's PLDT office to follow up on the application. Today, two people arrived at our place for installation but were unable to proceed because PLDT did not respond to their inquiries about which line to connect. We rearranged our things to prepare for the installation, but ended up waiting for 3 hours in vain. I have attempted to contact the customer service hotline, but the account number provided to me seems to be invalid as the operator consistently states that it does not exist.

Good morning, I missed paying my bill on May 2 due to financial constraints from my daughter's medication expenses. I recently got a notification from your end stating that my bill for June 2 will be around $[redacted]. How can I settle the outstanding charges for the days in May when I didn't use your service? I acknowledge my unpaid balance for April when we availed of your services but from May 5 until now, I haven't made a payment. Do I need to cover the 10 days of service in May? Perhaps, you could consider adjusting the charges as our landline has not been working, despite my numerous reports. I would appreciate it if you could revise the bill accordingly and forward me the updated amount. Thank you.

For the past three months, we have been experiencing multiple internet interruptions every day. Despite having seven technicians visit our home, each providing a different solution, the problem persists. The internet frequently goes down with a "no internet" notification, only to come back briefly before cutting out again. This happens daily, making it challenging to use the service we are paying for. My account number is [redacted], and I plan to escalate this issue by filing a report at the main office. I am currently waiting for the connection to be restored even now so I can submit this message.

We submitted an application to PLDT. Upon approval, we received an email requesting a ₱[redacted] downpayment, which we promptly paid. A technician was sent to install our internet, but unfortunately, they informed us that there was no available port slot in our area. It would have been beneficial if they had checked for port availability before approving our application and requesting the downpayment.

After waiting three days without internet connection, a PLDT technician contacted us. Unfortunately, he was unsure of how to reach our barangay and could only provide the street name, not the barangay. Despite our attempts to guide him with nearby landmarks, he claimed not to know any. When questioned about using GPS or Google Maps, he mentioned he didn't have access to them. We suggested he ask around the area for directions. However, after an hour of trying to reach him, he did not respond. Upon contacting [redacted], we discovered that our ticket number had been closed, indicating the issue was resolved, even though the technician never arrived, leaving us without internet. When we called back and explained the situation, the agent apologized for the inconvenience and issued a new ticket number, promising to send the field team that day. Two days later, no technician showed up, and contacting [redacted] only led to a bot, preventing us from speaking with a real person to inquire about their arrival. This cycle of closing tickets without resolution and issuing new ones while making us wait can potentially stretch on for weeks without restoring our internet connection.

My landline number is [redacted]. We lost our dial tone for the last 5 days, and after investigating with customer service, I discovered the wiring on our service is outdated and needs an upgrade. Surprisingly, I was never informed about this until today when I contacted customer service again. They mentioned the need to migrate to fiber, a process I had not initiated. Not having landline service for 5 days, with another 5 days before restoration, has been disruptive for both personal and business communication. I strongly feel that as a provider, informing subscribers of service changes should be their responsibility. It is unacceptable to expect subscribers to request necessary upgrades without being properly notified.

I wish to address a concern regarding the unauthorized use of my name by PLDT without my knowledge. I am hoping to set up wifi at my condo but was informed of an outstanding balance for services at an address I am unfamiliar with, totaling over 6k. It seems they have associated this balance with a person named Andrea Mapi Capistrano, which is concerning as I do not recognize the address provided: [redacted] Purok 2 Bgy Luklukan Norte Jose Panganiban Camarines Norte. I request an investigation into this matter to understand how my name was utilized for services I did not authorize. Thank you for looking into this issue for me.

We have been filing complaints about our internet service for weeks now. Initially, we had no service at all, then we started experiencing intermittent connections for both cable TV and internet, but the issue remains unresolved. Our landline is [redacted]. Working from home, a stable network connection is essential for our businesses, but we have been facing connectivity problems for quite some time. The service quality is low, and the support we receive is inadequate. We are contemplating switching to a different provider due to this ongoing issue. Despite being told a service person would visit our home, no one has shown up. The service and company are disappointingly unreliable.

Hello, I was recently charged for a service I haven't been able to use since my internet was restricted two months ago. Due to being unwell and planning to return to work in July, I am unable to pay the full amount right away. I am wondering if there is an option to pay in installments over three months. I could only use the service for one month before my account was limited, yet I was charged for the following months. I hope we can find a solution to this situation. Thank you.