PLDT Customer Service Issues

I am reaching out regarding my mother's account. On November 25, I received a call about an overdue balance of [redacted].46. I explained our situation due to my mother's hospitalization, promising to pay [redacted] by end of November. The agent agreed to a [redacted] payment by November 30, with the rest carried over to December. Despite the agreement, a text requested [redacted] by Nov 28. After the payment of [redacted] on November 29 at SM Southmall, we received no confirmation and lost incoming calls due to a delinquent status. Despite requesting reconnection, the issue persisted, reflecting a September payment in the system. This led to a threatening letter about reassignment if [redacted].21 is not paid. Why hasn't my November payment been recorded while we mutually decided for the balance to rollover to December? Concerns arise about the confidentiality of account information being openly shared.

I recently received a bill for telephone number [redacted]7, which we no longer use because it was not transferred from Antel Pasig to Magallanes, Makati office. We are puzzled as to why we received a bill for this number. The only active number we have is [redacted]1. Please investigate this matter as we do not want to pay for a service we are not utilizing. Thank you, Arlyn C. from Box Express Transport Solutions Inc.

On December 11, [redacted], I received an SMS from PLDT Home regarding the expected delivery of my mother's package. They mentioned that for Metro Manila, the delivery would take 1-3 days, and for provincial areas, it could take 3-5 days. Even though my mother was not home, they advised that she could leave an authorization letter for someone else to accept the delivery. However, when the delivery arrived an hour ago, the caller insisted that only my mother could receive it. Since we were on vacation in Zambales, my mother left an authorization letter but the delivery was not accepted by the person who came from PLDT Home.

I am looking to dispute some calls that were charged on my bill for a total amount of Php [redacted].35 plus tax. We are unsure why these charges were applied as none of my family members made these calls. Due to this issue, our Internet connection is temporarily unavailable. We require immediate assistance with resolving this matter. Additionally, I am frustrated with the customer service experience as I am only able to interact with an automatic audio system and cannot speak with a representative to discuss my concerns. Improvement is needed in your customer service.

The internet and phone service at my home have been down since Typhoon Tisoy. Despite contacting the hotline several times, no progress has been made. My phone number is [redacted], under the account name of Vilma Marasigan. Please resolve this issue promptly or I may consider switching to another provider. Kindly address the days without service in my next bill. Thank you.

Hello, I'm Editha Jarin from British Columbia, Canada. I am having trouble contacting my mom in the Philippines through her PLDT landline in Imus, Cavite. For the past 2 weeks, whenever I dial her number [redacted], I receive a message about compliance with the NTC since October 6, [redacted]. Shaw, my service provider in Canada, confirmed that the issue lies with PLDT, my mom's provider. Despite the area code for Cavite being 46 and not 02, indicating it should be unaffected, I can't reach her. My mom and dad are elderly, and this landline is the only way I can communicate with them. The number I usually dial from Canada is [redacted]-63-46-[redacted]. I appreciate any help you can provide. Thank you.

I am Nora Lee V. Pulido, and you can reach me at 02 [redacted]2. My account number is [redacted]53. I reside in Blk.32 St. Paul, brgy. San Juan, Floodway Taytay Rizal. I am incredibly dissatisfied with the service provided. Since Dec. 9, at 9:00 PM, we have been experiencing a lack of wifi connection, affecting not only us but also all of my neighbors. As of today, the issue remains unresolved, with no one attending to address it. Despite our patience, it is now Dec. 19, and we are still without wifi. I urge for immediate action to be taken. As a loyal and conscientious customer, I have certain expectations that have not been met. It is disheartening to face the upcoming Christmas holiday without wifi. Numerous days have already passed with no resolution. I trust that you will comprehend the urgency of the situation and address it promptly.

We apologize for the inconvenience. Our records indicate that your area is experiencing a significant network issue. Landline and internet services may be limited or unavailable at this time. Your repair ticket [redacted]1 is currently being addressed by our field technician, and restoration efforts are underway in your area. Rest assured, we have followed up on your concern and have coordinated with our support team for prompt resolution. Thank you for your understanding.

I am Mrs. Cherry Gonzales, and I have an account number [redacted]. I am awaiting the delivery of the PLDT Home modem scheduled for December 16, [redacted]. The courier, W Express, mentioned that they were not allowed to deliver because only an authorized person can receive it who needs to sign a form. Although I am not in the area, PLDT Home informed me that an authorized person can receive the delivery with an authorization letter from me along with a printed copy of my ID. It has been 7 days since the issue arose. W Express stated that if the modem is not received within 10 days, they will return it to PLDT. They also mentioned that PLDT does not permit authorized persons to receive deliveries. I kindly request assistance in resolving this matter with the courier, W Express. Thank you.

Hello, good morning! I'm having trouble changing the password for my PLDT WiFi. I tried accessing the IP address [redacted].[redacted].1.1, but it says 'the site can't be reached.' I even reset my modem, but no changes occurred. How can I change my WiFi password to secure my connection from hacking attempts? I've watched multiple tutorials on YouTube, but it hasn't resolved the issue. Any assistance is appreciated.

Hello, our wifi and landline service has been disconnected even though we paid before the due date. Unfortunately, we are unable to contact your hotline as our phone keypad is not working, specifically the #1 key. How can we go about requesting a new phone device? At the moment, we are only able to receive incoming calls. We look forward to receiving our new device. Thank you, Ryan C. - Subscriber Account No. - [redacted]

Dear Customer Service, I am writing to request the repair of my PLDT landline and internet connection with telephone number [redacted]. Our home address is Carranza Residence, Al-Bay Subdivision Bonot, Legazpi City. Following the recent Typhoon Tisoy on Dec 2, our area in Purok 4 regained electrical power only yesterday. Upon trying to connect our modem, we discovered there was no landline or WIFI connection available, with the LOS indicator displaying a red light. Could you please send technical personnel to inspect and repair the PLDT wires outside our residence? Moreover, I would like to request an exemption from paying the monthly bill for December due to the service disruption. You can contact me at 0[redacted]. Thank you for your assistance. Sincerely, Maria R. S. PLDT Subscriber

Due to Typhoon Tisoy that struck Legazpi City on December 2, [redacted], and the recent restoration of electrical power in our Purok 4 by APEC linemen on December 27, we have discovered that our PLDT modem shows no landline or internet connection for [redacted]. The LOS light turns red upon turning the modem on. We kindly request technical personnel to repair our landline and internet connections. Additionally, we are asking for a waiver for our December monthly billing. Thank you. -Maria Rosario C. Serrano PLDT Subscriber

I am satisfied with the service provided. I am requesting to cancel my account because I am not using it frequently as I used to and due to my frequent trips between the city and province causing me to pay more than I utilize. Additionally, my brother who shared the account with me and used it more has relocated. I apologize for the cancellation and hope to resubscribe in the future. I would appreciate it if you could process my request promptly. Thank you. Best regards, Precious T.

Dear PLDT, I hope this message finds you well. I am writing to address the ongoing 14-day service interruption at my residence. The lack of internet and home phone services has been quite inconvenient. It is disheartening not to receive any follow-up communication from your end during this time. When visiting your offices, the staff reassures me of a resolution timeline and checks if my contact information is up to date. Despite your apologies and promises to follow up with the contractors responsible for the repairs, the situation remains unresolved. This continual waiting is frustrating and draining for customers like me. I urge you to consider changing your contractors if they are unable to meet repair deadlines. Merely adjusting the bill does not adequately compensate for the disruption caused. Clear communication, accountability, and timely actions are crucial in situations like this. Kindly ensure your contractors address this promptly. Please feel free to contact me via text, call, or email using the updated information in your system. Thank you for your attention. Sincerely,

Good afternoon. I am experiencing internet connectivity issues with account number [redacted] and telephone number [redacted] due to an unpaid balance. Despite making a payment through online bank transfer, an outstanding balance of P3798 (P1899/month) is still showing after the last recorded payment on Nov 21. To address this, I made another payment today of P1899 via Metrobank online banking as I believe this should clear the balance. Proof of payments has been emailed to [redacted] Despite reaching out to customer service via messenger and following their instructions to submit a letter of reconnection request with a signature and valid ID, there has been no response yet. I am still unable to reconnect to the internet service. Thank you. Respectfully, Maricar Josephine Angeles Geronimo, MD, FPCP, DPSN

I would like to file a complaint. On November 16, we lost our connection and reported it promptly. Each family member had to spend extra money on mobile data. It's frustrating! Despite my parents reporting it to the PLDT office, there was still no resolution. Promises of a technician visiting went unfulfilled. It took 18 days to resolve the issue. The compensation offered was only for 12 days without internet. What about the remaining 8 days? What about the inconvenience and effort my parents put in? It's your responsibility to fix it, yet we had to make a lot of effort to get it resolved.

Good day! I am concerned about our billing. Our last due date was on September 20, [redacted]. Unfortunately, our internet got disconnected on September 21 because we were out of town and I couldn't pay on time. When I tried to pay the one-month billing plus reconnection, I was surprised to see charges for October and November. We were already disconnected in September, so why are we being asked to pay for those months? It seems unfair. Also, we didn't receive any billing statements from you. Can you please explain this situation? I have called multiple times but haven't seen any changes. It's already [redacted], where is the resolution? We expect clarity and fairness in the billing from PLDT Ultera. Thanks.

Hello, I hope you're having a good day. I wanted to bring to your attention that we received the billing statement for December [redacted]. The account number is [redacted]. The telephone number associated with the account is [redacted]. The amount due stated is P5,[redacted], with an overdue amount from January 13, [redacted], totaling P7,[redacted].00. We visited your branch in Sta. Cruz, Laguna to address our problem. Despite not having internet access since October [redacted] and removing the telephone and router connections, we continue to receive billing statements. We are requesting disconnection. Do we still need to pay for services we couldn't use? Can we dispute these charges? Thank you.

I am following up on my Friday rebate approval. I intended to pay today but my telephone number was restricted due to an unpaid bill of 3,[redacted]+. The issue arose because I only began using the internet last Monday after receiving a replacement modem on that same day. You billed me from Nov. 15 to Jan., which accumulated a large amount. However, I only used the internet on Jan. 13. I cannot pay such a large sum for services not rendered. It is not my fault if your billing system is flawed and charges for unused services. I am in the process of seeking a rebate from you, yet my internet has been disconnected. I urgently need to speak with a representative, but my telephone is barred. I have made a payment of 1k today, and I request clarification on my rebate request. I have been trying to contact you via your Facebook account since last Monday without success. I also messaged you on Twitter. I expect better customer service. Thank you.