PLDT Customer Service Issues

I submitted my application through a PLDT agent on July 11. I was assured that everything was processed successfully and was advised to expect installation within a week. However, the agent has since blocked me on Facebook when I inquired about my service order number. On July 18, I resorted to applying online to seek clarity, but I am still left in the dark with no helpful updates. Attempts to contact an agent by calling [redacted] from both my landline and cellphone have been futile. This frustration has dragged on for over two weeks since my initial application, and it feels like a never-ending wait. Hoping for better assistance here through this platform. (Contact information redacted)

I have the Fiber Unli Plan [redacted] at my home. Unfortunately, the internet speed is consistently below 5 Mbps, making it impossible for me to use my Netflix subscription. Even though I can briefly connect to Netflix, the service gets disrupted after a few seconds due to the slow internet speed of less than 10 Mbps, which Netflix requires. I've had the Fiber Unli installed for a year now, expecting at least 25 Mbps, but your service is not meeting the promised speed.

I have a long story to share. I reside in the UK, and my girlfriend lives in Surigao del Norte. About 8 months ago, we got wifi installed by PDLT. However, since then, for the entire 8 months, she hasn't had any internet connection at all. Despite numerous visits to the office, where they assure her someone will address the issue, it remains unresolved. An engineer visited once and mentioned the problem lay outside, but that was the only visit in 8 months. When she tries to contact [redacted] for support, they redirect her saying it's for Manila, yet she still has to pay. How is this fair when there has been no service all this time? She urgently needs this issue resolved, or else we will have to cancel the service. I am struggling to find a contact number from the UK or even an email address to communicate with them. Your assistance would be greatly appreciated.

I am experiencing an issue with the Pay Express option for Visa/Mastercard payments. Every time I click on the link for credit card payments, I encounter a runtime error. Though I attempted to use the QR code option, I faced a similar issue when trying to select the Visa/Mastercard payment option. Even after trying different browsers and clearing my cache and cookies, the page appears stuck on loading with no further action, ultimately leading to a runtime error message. I kindly request a check of the website/pay options to resolve this matter. Thank you.

I would like to inquire if it's possible to reactivate my previous pldtmydsl account or upgrade it to fiber optic. I had an account before [redacted] which I closed due to unresolved technical issues on your end. The line and equipment that were previously installed remain untouched; nothing has been disconnected. My account number is [redacted] and my landline number is [redacted]. I reside at Block 2, Lot 6, Villa Celina 2A, Tungkil, Minglanilla, Cebu. I am hoping for a prompt response so I can proceed with the reapplication process for my account. Thank you.

PLDT keeps billing us despite our service being suspended for three months due to unpaid bills. The service was accidentally reconnected, and we have been continuously billed even though we have not been using it as we have not been home for nine months. We are requesting the service to be reconnected, but we only intend to pay for the first three months of bills. We are seeking a payment arrangement solely for the three months' worth of outstanding bills.

My brother, Alver I. Octavio, is the account holder. We have been without telephone and internet service since July 25, [redacted]. Despite contacting customer service, we faced the following issues: 1. On July 25, we received Ticket number [redacted]7, but no technician visited our house, and the ticket was closed. 2. Despite daily follow-ups, we did not receive the necessary assistance. 3. A new Ticket Number, [redacted]3, was provided on August 4, [redacted], with a 48-hour resolution timeframe. However, no technician has come to address the issue. We emphasize the critical nature of this problem, as we rely on these services for our work-from-home arrangements. Thank you.

We would like to inquire if it's possible to arrange staggered payments for our bill. We haven't received invoices for the past three months (April, May, and June [redacted]). When we visited the PLDT Customer Care branch, they were unable to provide us with the billing statements and suggested alternatives, including checking the website. However, we encountered difficulty logging in or signing up, receiving an "invalid customer number" error on the Bills Online platform. We've been inquiring about this issue for a month as it pertains to our company internet account. Upon accessing the bill through entering our phone number, we discovered a balance of 11,[redacted].64. Given the current circumstances, we are unable to pay the full amount without prior approval from our superior. Kindly consider our request for staggered payments. Thank you in advance for your assistance. We eagerly await your response.

I am inquiring about the status of my online application and would appreciate an update. It is inconvenient that you do not accept calls without a valid PLDT telephone or account. As a new subscriber, waiting for updates solely through a landline call and automated text message is frustrating. Despite attempting to reach you on another provided number ([redacted]), it was continuously busy. Please confirm if this message is being acknowledged and if there is an effort being made to resolve this issue. Could you consider sending an email for any necessary information required to move forward with the application or for a clear status update instead? Thank you.

I find it frustrating that our PLDT fiber connection breaks down almost every other week and takes 3 weeks to be repaired. It's inconvenient for my child's online learning and my work from home setup. I hope PLDT can investigate this issue promptly. I am a loyal customer who always pays on time and expects better service. Please show more care for your customers. I await your prompt action. Thank you. Grace Floresca. Contact me at [redacted]2. Tel no [redacted]7.

It has been two months since I requested an upgrade from DSL Unli Plan [redacted] to Plan [redacted] [redacted] mbps. I received an email on June 25 stating that my request was being processed and would be endorsed to the relevant department, with a possibility of further updates from the support team. However, I did not receive any updates. I submitted another online request and was informed to expect a call regarding my request. Yesterday, a caller named L called my wife requesting two valid government IDs for the upgrade. Unfortunately, we only have one ID available - a Senior Citizen ID. Despite passing all verifications for our current plan, our upgrade cannot proceed due to this missing ID requirement. Recently, I received a text from PLDT Home stating they were unable to reach me and will cancel my upgrade request. Our landline is out of service and our DSL keeps disconnecting. Ticket # [redacted]1 is linked to this ongoing issue. We are at a loss on what to do next and hope for assistance to address these matters promptly.

I recently applied for a fibr internet connection but am unsure of the status since even the agent I spoke with lacks information. The details given to me by L.D. include a Service Number: [redacted] and an Account Number: [redacted]94. I am uncertain if these are valid or placeholder numbers. Any assistance regarding this matter would be greatly valued. Thank you for your attention to this.

I have been without internet for a week now. I reported the issue and received reference ticket #[redacted]0. I have been in touch with chat support daily, escalating my concern as high priority, but nothing has been resolved. I have not received any calls or texts from support to fix the issue. My contact number is active 24/7, and I have also tried calling [redacted] multiple times, waiting for almost an hour each time without success. I am extremely exhausted and stressed as I work from home and rely on the internet. I need urgent assistance with this matter.

I am a PLDT Fibr subscriber with an account originally under Mary Grace Reyes, which was transferred to my name last year. I used to access the account online under Mary Grace's name but am now unable to do so. In November last year, service was disrupted due to a typhoon, and it was restored in February. However, my first bill after the service was resumed was significantly high. I believe we were being billed for a period when the service was unavailable. I tried to visit the Legaspi office to resolve this but found it closed. I am reaching out to address the billing discrepancy and to ensure the transfer of the account to my name is in order. I am currently in the US and cannot contact PLDT through [redacted]. Please assist me in correcting the billing and verifying the status of the account transfer. Thank you. - John Hilotin

I applied for a PLDT Home Fibr [redacted] on September 4, [redacted] at PLDT Sm Manila and was contacted the same day for verification. Although I visited the branch on September 9, [redacted] to follow up due to not receiving a reference number, I was unable to get any updates until I spoke with a guard later who provided me with an account number that isn't currently active. I'm eager to know when the wifi modem installation will happen as I have a web seminar coming up next week and need the service. It would be appreciated if I could receive timely feedback. Thank you. Account Number: [redacted] Name: R. G. Guro

Good day, I am following up on the concern regarding the installation of my plan with reference number [redacted]. On September 15, [redacted], one of your service installation technicians decided to cancel the installation that day. He mentioned the PLDT Box's location, which is crucial for the internet connection, was inappropriately set up and might lead to a loss of connection if forced at House no. 28 Purok 1 Bgy Pasong Langka, Silang, Cavite near landmarks Sis Ems Bulalo and RST Hardware. I would like clarification on when this issue will be addressed and my plan installation can proceed promptly. Thank you in advance for your attention to this matter. Sincerely, Mr. A.

Dear Customer Support, I am reaching out regarding a request for a payment arrangement. I recently had this account transferred to me from a colleague. Despite requesting a change of ownership months ago, it appears no actions have been taken on your end, which is concerning. I am inquiring about the possibility of extending the payment deadline until the 30th of September. I was unaware of any installment plans or payment options. I am able to make a payment of Php [redacted] today if it ensures that my account will not be disconnected, as having internet connection is crucial, especially while working from home. I have attempted to contact your [redacted] hotline multiple times without success. Below are the details to verify my account: - Name: Aemilla Isabella Pural - Telephone Number: [redacted]7 - Account Number: [redacted] - Email: [redacted] - Mobile Number: [redacted]3 - Date of Birth: 9/11/96 I kindly request a response to this email or contact me at [redacted]0. Thank you for your attention, Anjoe Carlo Tiongco

Due to the Taal Volcano damage and the Covid-19 lockdown, all communication lines are down at our home. We requested months ago to cancel our PLDT cable due to the circumstances, but they continue to insist on the contract. As travel is impossible from Guam to the Philippines, I cannot resolve this in person. I urgently need this contract nullified as we are unable to use the service yet are being pursued for payment. I am considering legal action against PLDT and looking for lawyers in Manila. Despite efforts from my wife and niece to cancel the contract, the main office in Manila refuses to cooperate. The bill stands at 11,[redacted].41 with account number [redacted]. Please assist in cancelling the contract promptly.

Dear PLDT, I am writing on behalf of Gregoria Buenventura, my mother-in-law, who recently paid [redacted].19 pesos before her account was disconnected. The details of her account are as follows: Telephone No: [redacted] Account No: [redacted] I have a concern regarding the breakdown of the [redacted].19 pesos payment. When I contacted customer service to investigate our internet usage from March [redacted] to the present due to our condominium rental business being affected by the pandemic, I was informed that there has been no internet usage during this period. Therefore, a payment reversal is in order. Can you please provide me with a breakdown of the charges and clarify why we were asked to pay this amount that has already been settled? Additionally, upon settling the payment and requesting disconnection, we were informed of another monthly bill. This seems illogical as we requested an investigation into the internet usage. I urge you to address this matter promptly. Thank you for your attention to this issue. Sincerely, Ivan K.

Good morning, I am Lloyd C. and my PLDT Account Number is [redacted]. Currently, my internet connection is on hold due to unpaid bills from the pandemic. I recently paid for one month (Php 3,[redacted]) yesterday but have not been reconnected yet. Despite trying to contact the billing department hotline, no one has answered. We plan to update the unpaid bills on the 13th and clear them by the end of the month. For any inquiries, you can contact me on [redacted]0. I kindly request to have my internet connection reinstated as my son has online classes starting on Monday. Thank you for your understanding.