PLDT Customer Service Issues

As a loyal PLDT customer since [redacted] and a senior citizen, I face challenges in traveling to PLDT Session Rd, which is 30 minutes away from where I live. On June 26th, I visited the PLDT office near SM Baguio City to request a repairman to fix my internet, as my two new puppies damaged the wiring, leaving me without a landline, internet, or cell phone. The PLDT representative requested my cell number, but I was unable to receive the call to confirm the repair appointment. When I contacted PLDT, the customer service agent continuously spoke over me, making it difficult to explain my issue. Despite providing my reference number [#[redacted] [redacted] 77] and account number [#0[redacted] 41], I feel the language barrier and communication issues have hindered a resolution. I urgently rely on internet access for weekly deliveries from Lazada and need the services restored promptly. I am unable to provide a cell phone number but request the repairman to come to my apartment at KM 3, #48 Asin Rd, located before Belchang Lodge, near the red and yellow Amro Interprises sign. My residence is approximately 20 meters from the sign at the Ruth and Mary Tibbetts compound, identified by the front gate. Thank you. - Jimmy Lewellen

I applied for the Fbr Unli Plan [redacted] and have already made the payment. However, it has been three weeks, and I have not received any updates regarding my application. I was dismayed to receive a text stating that my application was canceled due to non-payment of the initial installation fee, which I have already paid. If you are unable to install the internet connection promptly, I kindly request a refund of the amount I paid. My account number from PLDT is [redacted]. I can provide the online payment receipt if needed. Please address this issue promptly, or I will have to escalate this matter further.

I have settled my outstanding balance with the discount offered, but I received a message the next day stating that I need to pay before July 17. When I checked my account online, my balance was still showing as unpaid. I am concerned about facing internet disconnection due to this issue. When I tried to contact customer service, I only reached a chatbot that kept offering me reconnection services, which I do not need. I prefer speaking with a human representative to resolve this matter promptly.

I am planning to have wifi installed, but the only thing I need now is the modem. I can't seem to find the installation fee that is part of your current sale. I am interested in the promotion and would like to know how much I will have to pay for the installation fee since all I need is the modem; the wires are already here. Please let me know as soon as possible so I can prepare the money for the installation fee. I will be getting the [redacted] Mbps speed. Thank you. It's difficult to reach your customer service support at [redacted], [redacted], and [redacted].

I recently submitted an application to PLDT, and it got duplicated. I already made a payment through gcash for the bills online. I requested to cancel the second application because they said there was a duplication. Initially, the tracking showed the first application was for installation. But now I found out that my application was canceled. What is this? I waited so long for our WIFI installation, paid in advance, and now it's canceled? Is this some kind of joke? Please fix your service because it's frustrating. It feels like you're playing games. Please refund my money if you won't continue with our WIFI installation. We might consider getting a service from someone else who is more reliable and efficient.

Hello, I submitted my complaint on August 6, [redacted], and received repair ticket number [redacted]2. Despite the promise of an update within 24 hours, as per your text message, no update has been provided up until August 8, [redacted]. Your repeated mention of network engineers conducting tests raises the question of how long these tests will continue. The delay is impacting my online work, and I am requesting prompt action, including a technician visit to address the blinking red LOS on the modem. Basic troubleshooting has been attempted without success. Your attention to this matter is appreciated.

I submitted my application for the FIBR UNLI ALL PLAN [redacted] on August 5, receiving service reference number [redacted]. Following this, I received an email requesting a 1-month advance payment, which I promptly paid using GCash to account number [redacted]. Initially, on August 6, I was able to track my application status on the website. However, I am now unable to locate it, as the system indicates that my service reference number is not recognized.

We have been without internet connection for 5 days now. We urgently need it to be restored. We paid our PLDT bill on August 3rd, and after that, we lost our internet connection. We received a text saying the restoration was resolved, but it's not fixed. Please don't tell us it's repaired because we just settled our bill with your company. Your service is inconsiderate, causing a lot of inconvenience. There are people working from home and students in our household who rely on the internet. This situation is causing a significant disruption.

I have been without internet connection for a week now. I have contacted customer care multiple times, and each time they have told me they will escalate my issue to the technical team. My work and my kids' studies rely on this connection, and despite my numerous follow-ups, the problem has not been resolved. I urgently need my internet back as it has caused me to lose clients. Please assist me in restoring my internet connection.

Hello, I am following up on my online application payment made on 08/04/[redacted] for Plan [redacted] - SN: [redacted]. My address is #5, Abad Street, South Signal Village, Taguig City, near CELIA STORE. You can reach me at 0[redacted] or my cousin at 0[redacted]. If possible, please schedule the installation before 10 am. Initially, I was incorrectly informed that I canceled my application, which I did not. Subsequently, I was told the installation was halted due to address complications, which I find unreasonable as there are visible PLDT facilities and they could use navigation apps. Additionally, I work night shifts and may miss calls during the day. I look forward to your prompt assistance given the urgency of my request. Best regards, Genny Ituralde

Our home fiber wifi and landline with number [redacted] have been down for nearly 2 months. Despite contacting PLDT at the [redacted] hotline and being assured the issue would be fixed within 3 days, we are still without service. We have diligently paid the monthly bill of P1,[redacted].50, even though we have not been able to use the services. We kindly request the immediate disconnection of our wifi services so we can switch to a more dependable service provider in our area. Kindly respond to the email provided. Thank you.

I have been experiencing an unresolved network issue since August 28 at 2:40 pm. After receiving a text message from PLDT Home at 4 pm stating they were working on it with a 4-hour deadline, they failed to fix the problem. This morning, I received 4 consecutive messages claiming the issue was resolved under Ticket Number [redacted]8, but the connection is still not restored. I am unable to reach them via phone at [redacted] - how can I follow up on this issue? I urgently need our WiFi connection restored.

I am disappointed that I am being asked to pay my bill despite the ongoing issue with PLDT's connection, which hinders me from using the data. I specifically chose PLDT for reliable phone service, yet I frequently experience disconnections during calls. It is unfair to demand payment for a service that has not been properly delivered. What solutions are available in this situation? I believe customers should not be obligated to pay for services that were not fulfilled as promised.

Dear Customer Care, We have not received any communication about our billing statement. We require a copy for reference when making payments. Please forward the billing statement to this email address. Our account number is [redacted], and our contact number is [redacted]8. Thank you.

I've been without internet for all of August. I paid my July bill on July 31st, but now my account is restricted because of an unpaid balance. I shouldn't have to pay for August when I didn't use it! I messaged about adjusting my bill and got an email saying it was adjusted to only Php 48. However, I received an SMS saying I owe Php [redacted]. I will escalate this to the NTC if my account isn't restored promptly.

One of my customers requested to pay their PLDT bill using my GCash bills payment app. However, the transaction was unsuccessful after trying twice. I switched to another app which went through successfully. Later, I noticed that GCash deducted payment for the unsuccessful transaction. I requested a refund, but after 5 days, they informed me they could not process it due to PLDT's policy. They advised me to contact PLDT directly. I sent an email to PLDT customer support but have yet to receive a response. I'm unsure of how to proceed now. Your assistance would be greatly appreciated.

Hello, it has been 4 days without internet. We were told yesterday that it would be activated at the main office. However, we still don't have internet. This is affecting our work-from-home setup. We were informed by PLDT that we would have internet within the day yesterday, but it's still not working in the morning. Every time we contact the helpline, it's an automated response, and we can't speak to a person directly. Do we need to go to the office? It's frustrating. We've lost 4 days of work and a 10k salary because of the lack of internet. Please advise.

I am reaching out regarding the ongoing issue with my internet connection. Despite regularly paying my bills, I have been unable to use the service for several months due to a damaged line. I have diligently paid for the months without the service and would appreciate it if you could adjust my bill accordingly. I was informed that I needed an upgrade to a fibr line, which was completed; however, I am still without internet access. I kindly request that this matter be resolved by the end of this month, or I will have to consider taking further action. Thank you for your attention to this matter.

It has been 12 days without internet as it was supposed to be fixed yesterday but still not activated. Please contact me at [redacted]4. I need help resolving this issue as I cannot log in on my computer. I paid my bills on time, so I am unsure why my connection was cut off or restricted. One of my customers requested help with paying their PLDT bill. The LAN light on the router is blinking red. I attempted to switch but didn't receive a confirmation email. I am being asked to pay a bill for data that I couldn't use due to the ongoing problem. The router has a blinking red light, and there is no internet connection.

Hello, good morning. I am Joseph B. Galola, one of your PLDT subscribers. We would like to request a downgrade of our subscription from 100mbps to 50mbps due to financial constraints. Currently, our income is limited as I run a small digital printing business and am impacted by the current lack of work. We would greatly appreciate your understanding and assistance. Thank you, Mr. Joseph B. Galola