reviews The PLDT Complaint Thread

[bbadwidme]

My problem with PLDT came when I wanted to change my landline phone from the regular line to plan 888 which is a landline with DSL for only P888 per month. After talking to their technical guy, he said that he would give me a feedback after a week.

 

But after nearly three weeks still no call. So I threatened to transfer to Bayantel which has a nearly same service (although a little more expensive). In less than a week they upgraded my plan to Plan 888.

Edited December 1, 2006 by bbadwidme

[Plakat]

Here's my email to them:

 

Hi there Elvie.

 

Ok now here's the situation, I've been dealing with your DSL for quite a while and here's what I want you to know:

 

1. Connections is not as stable as it should be

2. Sometimes the webpage doesn't want to appear (Even the PLDT Myplay) and I lost hundreds of US $ since I wasn't able to access our own website (This is the worst part ever)

3. For some reason there's a lot of disconnection going on

4. Worst customer service and tech support queue ever, it takes forever to speak with agents or reps or however you call it

 

There's a lot more however I can't seem to write everything because I'm in a hurry. Ok since you're the manager and I need you to escalate this information to the person/people concerned and I want you to be effective and efficient on this.

 

I know it's not your fault however you as the manager should do something about this and I hope you know where I'm coming from since I'm not the only subscriber who is affected on this issue. I don't want to curse you and lambaste you since I know it doesn't help but please make some actions, I know some of the top management of your company but I want this issue resolved in a proper way.

 

One more thing there were 2 reps in your technical support and I just forgot their names (You can probably show it on your log or something, I called Dec. 1st) and they were very helpful and also Melanie who made a follow up call asking me if my concerns are solved, I want them to me commended for their eagerness to help and being nice to me. You have to do something about them like raise their salary or even give them benefits or whatever you can, they just did a retention role in this regard.

 

I guess that's all and yeah true to the fact that I'm really upset on your services and hopefully you guys can prove that PLDT is the best managed company in our country

 

Happy holidays to you and to yours

 

Thank you,

Edited December 25, 2006 by Plakat

[jt2003]

Here's one for the books.

 

My PLDT phone has been without a dial tone for some weeks now. We kept reporting the problem. So finally, the technicians came yesterday. They left without fixing the line. The reason? WALANG DIAL TONE. For Heaven's sake!!! That was why we were seeking their assistance in the first place... because there was no dial tone!

[mrbeans]

Eto email ko kanina sa 'customercare@pldt.net'

 

Good day,

 

Last August 23, 2006, I called your Customer Service Hotline multiple times to report my technical problems with my phone line (****650). I don’t have a dial tone but when I tried calling my number, I can hear it ringing. I was able to speak with many CSP’s and Supervisors but the problem still persist.

 

 

 

Now, to found out that my line is out of service due to none payment. How can this be if I’m not getting any service from your company for the past 4 months?

 

 

 

I need your explanation on this matter and I demand to reconnect my phone line as soon as possible or this will be escalated to higher management.

 

 

 

If there will be any charges, please spend time checking my records as to when I should really be charged for the service.

 

 

 

This is not the first time I’m sending an email because your contact center is no good at all.

 

 

 

I want your company to provide a good service for my hard earned money.

 

 

 

From a very unhappy customer.

 

Now my question is baka meron sa inyo na may alam ng direct email address ng mga big boss ng PLDT? pakipost naman...thanks

[Plakat]

Here's my follow up email

 

Ok I don’t know what is so complicated here and it’s been 5 days and I’m not hearing anything from you? I need your answers on this or do I still have to escalate this to the top management?

 

What’s going on with you guys? Do I deserve this kind of treatment?

 

Here's the reply

 

We deeply apologize for having not replied sooner, sir.

 

Our technical support team assigned to conduct the test of your website, www.*****.net, has been trying to reach you thru your cellphone and home phone but, unfortunately, most of the time you are out. But, this will not prevent us from conducting further test on your complaint. We shall be calling you again thru your cellphone and home phone as soon as our network problem on intermittent connection and browsing brought about by fiber break (international link) is resolved. Target repair completion date for the fiber break is January 22, 2007.

 

By the way, may we know the best time to call you, sir?

 

We shall be waiting for your reply.

 

Thank you!

 

And I replied back

 

How’s your new year? Thanks for the reply (finally!!!) and just wondering don’t you guys have like a turn around time on your email like 24-48 hours or so? Because this only shows an extremely poor customer service and it doesn’t make sense since PLDT is a very HUGE company with poor services and poor customer service and seriously you really need to improve your customer service.

 

Ok here’s what’s going on, I still can’t access the site and that simply sucks and again losing my money is the name of the game here. The internet connection is slow but that’s understandable since we have some troubles going on.

 

This is what’s funny whenever I wanted to access our website I do dial up and I’m buying pre-paid cards and of course not PLDT cards, so my DSL acts like stupid since browsing using pre paid cards can access my page. I’ll be honest with you guys, as long as my contract with you are done, I’m changing provider if I don’t get this thing resolved.

 

So tell me what’s the plan here? Can you still fix my problem or not? BTW when I first called you about this problem I instructed the lady that you SHOULD contact me via email and not by phone since I’m always out and still simple instructions like that can’t be done and that’s the reason why you can’t get a hold of me.

 

Ok now, I’m still and always out and I’m giving you my mobile # as to where you may reach me, you may call me anytime you want but I prefer from 11:00am – 1:00pm on my mobile.

 

Here’s my mobile # just in case ***** we’re cool either of the two mobile numbers.

 

My new year’s wish is that I hope you can have this thing fixed it’s already 2007 and I don’t want to start my new year lambasting, and sending you complaints again.

 

She replied this

 

Happy New Year, too, Mr. ***! Looking forward to a better year with God’s help.

 

With regards to the difficulty accessing www.*****.net please be advised that with the recent earthquake off Taiwan, the major undersea cable facilities were cut making it difficult for you to have a stable connection and browsing. As a result of said fiber break you may experience selective browsing, slowdown and intermittent connection due to reduced bandwidth capacities. With this regard, we will be asking you to conduct traceroute test on www.*****.net after the said situation has normalized. Per advice, repair might be completed mid-January.

 

We would like to apologize for such inconvenience, sir. Rest assured that your concern will be monitored closely once the repair of said fiber break has been completed.

 

Thank you!

 

And my last email is

 

I don’t think you know where I’m coming from, the website that I’m complaining about was way back November and the freaking earthquake was just recently so this doesn’t make any sense.

 

I’m just trying to be nice but I’m indeed upset. I badly need a resolution on this matter.

 

PS. Your grammar sucks and I want to speak to your manager

 

Thank you end of the topic.

[barong_guy]

They advertised that the dsl speed for plan 999 is now 512kbps, but their speed check indicates only 212 kbps.. They said only those within 2km of their central station will benefit. I say that is full of B.S.

[remington steele]

dapat may konting discount and dsl charge nila ngayon. sobrang bagal!

[pr0nmast3r]

dapat may konting discount and dsl charge nila ngayon. sobrang bagal!

 

 

Oh I called them up regarding that one..

 

Guess what the agent said...

 

He said that I need to call 171 for refund or credit purposes.

 

So i bluntly said that how about the other millions subscribed to myDSL?

 

He said they should call up 171 too!

 

 

:headsetsmiley: ayos!

[~~gwa7~~]

the slowdown of the dsl was due to what happened at Taiwan earthquake, if you only knew how the internet connections operate from your modem to the web... you will understand why slow connections at this time happened.

[SPO1]

They advertised that the dsl speed for plan 999 is now 512kbps, but their speed check indicates only 212 kbps.. They said only those within 2km of their central station will benefit. I say that is full of B.S.

 

 

THIS is the nature of wired broadband connection,pag mas lumalayo ka sa central office,mas mag de degrade yung quality ng connection dahil sa mga losses ng cable. and the 512kbps na sinasabi na speed,di naman yung guaranteed,usually burst lang yun.

[maginoo]

akala ko utak ko lang ang kokonte... mukhang parang medyo mas konte pa pala ang sa pldt...

 

share ko etong pldt encounters ko regarding my phone relocation issues:

 

1. problema pag blacklisted 'yong "bahay" na lilipatan mo, maski good customer ka naman... tama ba 'yon?

 

2. separate request pa pala 'yong change for billing address.

 

read on....

 

 

 

 

maginoo wrote:

 

Subject: RE: Request to relocate my phone... now requesting to change my BILLING ADDRESS...

Date: Thu, 24 Aug 2006 11:40:33 +0300

From: maginoo

To: "Customers@pldt.com.ph" <customers@pldt.com.ph>

CC:

 

wow!

 

ambilis! effective na pala 2 days before my request.

('di ko lang akalain na separate request pa pala ito na dapat sana ni request ko na 2 months ago)

 

thank you ulit!

 

best regards,

maginoo

 

 

 

-----Original Message-----

From: Customers@pldt.com.ph [mailto:customers@pldt.com.ph]

Sent: Thursday, August 24, 2006 4:43 AM

To: maginoo

Subject: RE: Request to relocate my phone... now requesting to change my BILLING ADDRESS...

 

Dear Sir/Ma’am,

 

 

 

Good day! Pertinent to your concern below, we wish to inform you that your billing address has already been changed to NEW ADDRESS ST,

 

STA MESA DISTRICT, MANILA effective July 19, 2006.

 

 

 

Please feel free to write us again should you require further assistance. Thank you.

 

 

Sincerely,

 

csr1

 

for Customers@pldt.com.ph

 

 

 

From: maginoo

Sent: Tuesday, August 22, 2006 10:21 PM

To: Customers@pldt.com.ph

Cc: PLDT @ctiveBill Service; activehelp@pldt.com.ph; CorporateActiveHelp

Subject: RE: Request to relocate my phone... now requesting to change my BILLING ADDRESS...

 

 

 

Thank you nga pala at natapos na itong issue ng pag lipat ng telepono ko....

 

 

 

ngayon... magre request ulit ako....

 

 

 

paki palitan naman ang BILLING ADDRESS ko...

 

Thank you !

 

 

 

 

 

-----Original Message-----

From: Customers@pldt.com.ph [mailto:customers@pldt.com.ph]

Sent: Friday, May 19, 2006 6:38 AM

To: maginoo

Subject: RE: Request to relocate my phone

 

 

 

Dear Mr. maginoo,

 

 

 

We would like to inform you that your transfer request is now on process. However as of May 16, when our installers went to the premise, they found out that your conduit wiring was not yet ready, hence, they were not able to install. Please inform us as soon as the said requirement is available so that we can send back our personnel to install.

 

 

 

Thank you.

 

Sincerely,

csr2

for Customers@pldt.com.ph

 

 

 

-----Original Message-----

From: maginoo

Sent: Tuesday, May 09, 2006 4:05 PM

To: Customers@pldt.com.ph

Subject: RE: Request to relocate my phone

 

Dear csr1,

 

 

 

I am looking forward for the positive advise from my area head.

 

 

 

best regards,

 

petronilo roa

 

-----Original Message-----

From: Customers@pldt.com.ph [mailto:customers@pldt.com.ph]

Sent: Tuesday, May 09, 2006 10:58 AM

To: maginoo

Cc: roniroa@yahoo.com

Subject: RE: Request to relocate my phone

 

Dear Mr maginoo,

 

 

 

Good day ! We understand your sentiments and we sincerely apologize for the inconvenience.

 

Please be advised that we have already elevated your concern to the Area Head of Sta Mesa Business Zone for their further evaluation and approval.

 

Likewise, we have requested them if we could waive the said document on the basis of the reasons you have indicated below. We shall accordingly inform you of the feedback as soon as the same is received.

 

 

 

Thank you for your patience and understanding.

 

 

 

Sincerely,

 

csr1

 

for Customers@pldt.com.ph

 

 

 

-----Original Message-----

From: maginoo

Sent: Tuesday, May 09, 2006 3:12 PM

To: Customers@pldt.com.ph

Cc:

Subject: RE: Request to relocate my phone

 

hello,

 

 

 

paki sagot na lang po:

 

 

 

1. wala po ako sa pinas - puwede po ba na i consider nyo na lang na promissory note ang e-mail na ito?

 

2. naka lipat na ang pamilya ko at naiwan ang telepono - sasagutin ba ninyo ang kung anumang abuso ang mangyayari sa telepono ko sa dati kong bahay?

 

3. hindi po tayo magkaka problema kung ang subscriber na katulad ko ay nasa 'pinas.... KAYA PLEASE LANG BIGYAN NINYO AKO NG KONTING KONSIDERASYON! (dapat iba ang procedures ninyo kung ang subscriber na nagrerequest ay nasa ibang bansa!)

 

 

 

However, if you may allow us to inform you, the need for the notarized Contract-of-Lease would help us determine that date of your occupancy in the said address is after the disconnection date. Thus, it would be easier for us to seek the approval of the Division-in-Charge to proceed with your request. We are truly sorry if we have to require you to submit the said document. GANUN? SABIHIN NA NATIN NA LUMIPAT AKO "BEFORE" DISCONNECTION DATE, AKO BA PABABAYARIN NINYO? IBA BLACK LIST NINYO ANG ACCOUNT KO? ON WHAT BASIS?! ------------ ETO ANG PAKINGGAN NINYO: PAG MAY UMABUSO SA TELEPONO KO SIMULA 8TH MAY 2006 NA HANGGANG NGAYON AY HINDI PA NINYO NILILIPAT, MAY BASEHAN AKO PARA TANGGIHAN ANG ANUMANG BILLING NA GUSTO KONG TANGGIHAN SIMULA 8TH MAY 2006. ALALAHANIN NINYO, WALA KAYONG MATIBAY NA PINANGHAHAWAKAN PARA MAGKAROON KAYO NG MAAYOS NA DAHILAN AT KATIBAYAN PARA TANGGIHAN ANG REQUEST KO FOR TRANSFER!!!

 

 

 

"Rest assured, though, that once we have received a copy of your notarized Contract-of-Lease, the same shall be forwarded to our concerned group for immediate handling of your transfer request. " kung kailangan ninyo agad ng notarized contract of lease, siguradong HINDI ITO MALALAGAY SA PANGALAN KO at sigurado ko rin na HINDI ITO I O HONOR NG PLDT kung hindi naka pangalan sa akin. KAYA KAILANGAN KO MUNA UMUWI PARA ASIKASUHIN KO NG PERSONAL para ako mismo ang pumirma ng contract of lease!!!!

 

 

 

NASA IBANG BANSA AKO.

 

SIYEMPRE HINDI AKO MAKAKA PRODUCE NG "NOTARIZED" CONTRACT OF LEASE

 

6TH MAY PA ANG REQUEST KO NG TRANSFER WITHOUT SERVICE INTERRUPTIONS

 

7TH MAY LUMIPAT ANG PAMILYA KO

 

8TH MAY NA ACKNOWLEDGE NG PLDT AT NAG RESPOND ANG PLDT

 

8TH MAY ONWARDS, MAY DAHILAN NA AKO NA HINDI BAYARAN ANG MGA BILLINGS SIMULA SA PETSA NA ITO.

 

 

 

PERO KUNG ILILIPAT NINYO AGAD, E' DI OK. WALA TAYONG PROBLEMA... WALA TAYONG SAKIT NG ULO... MABAIT NAMAN TALAGA AKO EH.

 

 

 

PLEASE LANG.... PAKI LIPAT NA LANG AGAD ANG TELEPONO KO.

 

 

 

maraming salamat!

 

maginoo

 

 

 

 

 

 

 

-----Original Message-----

From: Customers@pldt.com.ph [mailto:customers@pldt.com.ph]

Sent: Tuesday, May 09, 2006 7:27 AM

To: maginoo

Subject: FW: Request to relocate my phone

 

Dear Mr maginoo,

 

 

 

Good day ! Thank you for your reply and for the passport ID which you have attached on your e-mail. Please be advised that passport details are duly noted in your records.

 

 

 

However, if you may allow us to inform you, the need for the notarized Contract-of-Lease would help us determine that date of your occupancy in the said address is after the disconnection date. Thus, it would be easier for us to seek the approval of the Division-in-Charge to proceed with your request. We are truly sorry if we have to require you to submit the said document.

 

 

 

Rest assured, though, that once we have received a copy of your notarized Contract-of-Lease, the same shall be forwarded to our concerned group for immediate handling of your transfer request.

 

 

 

Again, our sincere apologies for the inconvenience. Thank you for your kind understanding.

 

 

Sincerely,

 

csr1

 

for Customers@pldt.com.ph

 

 

 

 

 

-----Original Message-----

From: maginoo

Sent: Monday, May 08, 2006 2:22 PM

To: Customers@pldt.com.ph

Cc:

Subject: RE: Request to relocate my phone

 

Dear csr1,

 

 

 

Thank you very much for the assistance.

 

 

 

I would like to request for a Simultaneous Transfer.

 

 

 

I am very much aware of PLDT's concerns regarding the unpaid bills left by the previous house tenants of new NDC Compound, Sta. Mesa.

 

 

 

However, I do not see the relevance of your requirement for a copy of the Notarized Contract of Lease:

 

 

 

"Moreover, we checked our records and found out that several telephone lines were permanently disconnected at the given address due to non- payment of their outstanding accounts."

 

 

 

1. my own family is the new tenant of the said house.

 

2. if the previous tenants of the house did not pay their bill, the problem was with the previous tenants - NOT THE HOUSE!

 

3. please examine MY records, NOT the record of the house and you will see that I AM A VERY GOOD PAYER... A VERY GOOD CUSTOMER!!!

 

4. this is my second request for transfer and i really very much appreciated the first transfer: NO HASSLE

 

 

 

With the 4-points mentioned above, I am still very much willing to satisfy PLDT's requirement -- but NOT BEFORE the phone transfer.

 

 

 

You see, I could not get hold of a copy of the Notarized Contract of Lease as I am right now working overseas.

 

 

 

My family already moved in the said house and THE TELEPHONE NEEDS TO MOVE IMMEDIATELY and the service should not be interrupted.

 

 

 

I will send to PLDT a copy of the Notarized Contract of Lease as soon as I am back to Manila, if not earlier. Please consider this e-mail a promissory note.

 

 

 

Please arrange to transfer my phone immediately.

 

 

 

best regards,

 

maginoo

 

 

 

 

 

 

 

 

 

-----Original Message-----

From: Customers@pldt.com.ph [mailto:customers@pldt.com.ph]

Sent: Monday, May 08, 2006 5:02 AM

To: maginoo

Subject: RE: Request to relocate my phone

 

Dear Mr maginoo,

 

 

 

Good day! This is regarding your request for Transfer of your telephone number #### to new NDC COMPOUND, STA MESA DISTRICT, MANILA. Please confirm which type of transfer request shall we process:

 

 

 

Simultaneous Transfer: there will be no interruption of your service while your request is being processed, hence, billing is continuous, whether the line is in use or not in the old address; This request may be filed in any of the following channels : (a) personal visit to any of our PLDT Business Office ( by calling thru 171 PLDT Customer Service © by visiting our website (www.pldt.com.ph) or (d) by sending us thru e-mail a copy of your valid ID (SSS,TIN,Passport,Driver's License)

 

 

 

Transfer with Effective Date: telephone unit must be surrendered at any PLDT Business Office and accounts must be paid in full, line will be temporarily disconnected, thus, billing will stop and will just resume once transfer is completed. NOTE : In your absence, authorization and valid ID's of both parties must be presented.

 

 

 

Both are with service fee of P1,200.(residential) or 1,500(business) which is still subject to 12% vat and is billable to your account.

 

 

 

Moreover, we checked our records and found out that several telephone lines were permanently disconnected at the given address due to non- payment of their outstanding accounts.

 

 

 

Should you be a new tenant of the above address, we are prepared to reconsider but will need a copy of the Notarized Contract of Lease if you are a new tenant or Deed of Sale if you are the new owner. Please forward the documents to our Fax # 864-3461 attention: Customers@pldt or send us a scanned copy thru e-mail. Upon receipt of the same, it will still be subject for evaluation and approval.

 

 

 

 

 

Should you have further concerns,feel free to email us again.

 

 

 

Thank you.

 

 

 

Sincerely,

 

csr1

 

for Customers@pldt.com.ph

 

 

 

P.S. Please note that either of the two types, request for transfer must be filed by the Customer on Record, otherwise, authorization letter and valid ID of both parties must be provided.

 

 

 

-----Original Message-----

From: maginoo

Sent: Sunday, May 07, 2006 1:09 AM

To: Customers@pldt.com.ph

Subject: RE: Request to relocate my phone

 

would anyone from customer service kind enough to acknowledge receipt of this e-mail?

 

 

 

 

-----Original Message-----

From: maginoo

Sent: Saturday, May 06, 2006 10:26 AM

To: 'Customers@pldt.com.ph'

Subject: Request to relocate my phone

 

Hello,

 

 

 

PLDT Account No. #########.

 

 

 

I am changing residence from:

 

 

 

old, NDC Compound, Sta. Mesa, Manila

 

 

 

to

 

 

 

new, NDC Compound, Sta. Mesa, Manila

 

 

 

Please relocate my Telephone No. ##### to my new address before 9th May 2006.

 

 

 

Please note that I am working abroad. Let me know what is required from me.

 

 

 

best regards,

 

maginoo

 

 

The information in this electronic message is privileged and confidential, intended only for use of the individual or entity named as addressee and recipient. If you are not the addressee indicated in this message (or responsible for delivery of the message to such person), you may not copy, use, disseminate or deliver this message. In such case, you should immediately delete this e-mail and notify the sender by reply e-mail. Please advise immediately if you or your employer do not consent to Internet e-mail for messages of this kind. Opinions, conclusions and other information expressed in this message are not given, nor endorsed by and are not the responsibility of PLDT unless otherwise indicated by an authorized representative of PLDT independent of this message.

[makubex]

hindi kaya yung 512kbps nila eh sinusukat nila from within their vlan? kindly correct my understanding

[SPO1]

hindi kaya yung 512kbps nila eh sinusukat nila from within their vlan? kindly correct my understanding

 

512kbps is just a burst speed and not commited information rate and that is from central office upto your modem,another prblem is that once you entered and want to download something,outside PLDT's gateway routers is already a shared network and no one is guaranteed how fast is your download rates

[agihap1]

Buti na lang di ako nagpakabit sa wearom then...

 

:cool: Thanks mga Bro... :cool:

[sunking]

It's been 4 months plus since the last post here. Either PLDT has better service or people have just gotten tired of complaining. Any latest opinions or experiences with PLDT DSL? Cuz I'm about to apply for it. I have a landline and with the current packages from the telcos, this is my most economical option. My area doesn't have ZPDEE.