Review Time
POOR CUSTOMER SERVICE, at PLDT cares messenger.
They will ask for personal NUMBER AND NAME. Then eventually they cannot assist further because of their policy. WTF!!!
They already have my personal details and yet they cannot assist.
This week has been so stressful. Our connection keeps cutting at the worst possible times (when I’m talking with a client or customer), I’ve asked PLDT so many times to get their technical team to work on this issue, but until now there has been zero action.
Disaster. Worst service and terrible resolution handling. I’ve been waiting for more than a week with no resolution up to now. Don’t try this service—it will only compromise your job, studies, and personal errands. Customer service and technicians keep telling me to “wait” and that they’ll “create tickets,” but nothing actually happens. If there were a zero rating, that’s what I’d give. This company works for itself, not for its customers. Bullshit service.
The WiFi is incredibly underwhelming. Even though we are using 5G, it feels like there is no improvement at all; it seems like a complete scam. I can't even send messages properly. If you were to compare this with a non-5G option, you wouldn't notice any difference. If you're considering this service, I would advise against it; it's a major letdown.
It's been two months without internet, and the support team remains completely ineffective. Calling for assistance results in long waits, often over an hour, only to experience dropped calls and no updates. When the internet is operational, it disconnects frequently. It's amusing how billing is processed quickly, while actual support seems to lack any urgency. There are constant reminders for payment, yet no effort to resolve the issues with the service they are charging for. The company sends out full bills for subpar service. Improvements are needed.
I experienced a loss of internet connection on 1/3/2026 at 12:40pm. After calling an hour or two later, they created a service ticket. Their messages and website stated that they aim to resolve issues within 24 hours. Unfortunately, after two days and multiple follow-up calls, I received no updates from customer support or a technician. As a long-time customer of over 12 years, this is disappointing! They are quick to disconnect for even a slight delay, yet extremely slow in addressing customer issues. I'm now considering ending my long-standing relationship with this service and seeking a provider that values its customers more. This situation is incredibly frustrating, and I wonder if they even acknowledge the negative feedback.
I have been without internet for 12 days. The support team has been ineffective, and the service has been terrible. When I requested to cancel, they asked for a payment to do so. Absolutely not! I refuse to pay anything.
Extremely disappointing service experience. Reported a loss of internet connection on December 5. They assured us that a technician would come to resolve the issue. However, no one has shown up yet! We’ve been reaching out daily, but we receive the same response each time. This lack of communication and concern for their customers has negatively impacted our main source of income over the last few days. They already have our contact information and mentioned that someone should have reached out, but that hasn’t happened. We have decided to switch to a more reliable internet provider. I hope that in the future, the company will improve its service and better meet customer needs.
I genuinely don’t know where to begin without going into a full rant, but here it goes. A few years ago, I was truly impressed with the company's customer service. Contacting the hotline was straightforward, and if I needed quicker assistance, I could message them on social media and actually connect with a live agent. Issues were resolved swiftly, sometimes in minutes, sometimes within two hours. It was accommodating and made me feel valued as a customer. This year has been a complete nightmare. The live agents seem to have vanished. Reporting a problem now feels like being stuck in an endless loop of bots. I work online, and my job relies on the internet. The company somehow thinks it's acceptable to prevent customers from speaking to a human when the service we pay for fails. Yesterday around 3 PM, it rained and the internet went down. I waited, restarted the Wi-Fi, but nothing worked. I reached out via social media, hoping to speak to a real agent since they usually resolve issues quickly, but I couldn’t find that option. Both the messaging platform and the hotline kept me trapped in the same ineffective bot flow. When a queue option finally appeared, it stated a wait of 45 minutes. I got disconnected. Then 11 minutes. Then 33 minutes at other times. Every time I confirmed, the bot either froze or told me the session had expired within seconds. Bots don’t grasp urgency. Bots don’t understand that my work depends on this. Bots can’t fix anything effectively. Out of desperation, I called the upgrade hotline. I was connected to a real agent instantly, with no queue and no bot. Huge thanks to the agent for assisting me. But seriously, who decided that regular customers reporting an outage don’t deserve equal access to human agents? Now for the update. It’s been around 30 hours since the outage began. It feels like my issue isn’t important because it’s still within their 36-hour timeframe. So I guess I should just wait until they reach that limit before anyone cares. This is unacceptable for a service that people depend on for work and daily life. The company is paid to provide reliable service and actual support. Not generic automated responses. Not endless bot loops. We deserve the option to talk to a real person who can genuinely help. Anything less is disrespectful to customers. This isn’t just a minor inconvenience. It’s a complete downgrade from good service to utter frustration. Whoever approved this bot-first system needs to reconsider immediately. Customers deserve better.
I'm honestly at a loss for words without going into a full rant, but here it is. A few years ago, I was genuinely impressed with the service provided. Reaching out via the hotline was straightforward, and if I needed quicker assistance, I could message them on social media and actually talk to a real representative. Problems were resolved swiftly, sometimes in minutes, sometimes within two hours. It was helpful, proactive, and made you feel appreciated as a customer. This year feels like a nightmare. The live agents are gone. Trying to report an issue now feels like being stuck in an endless loop of automated responses. My job relies on a stable internet connection. The provider seems to think it's acceptable to block customers from speaking to a human right when the service we pay for stops working. Yesterday around 3 PM, the internet went down during a rainstorm. I waited a bit, restarted the Wi-Fi, but nothing worked. I reached out via social media, hoping to talk to a real agent since they usually resolve issues quickly, but that option was nowhere to be found. Both Messenger and the hotline kept me trapped in the same ineffective bot flow. When a queue option finally appeared, it said 45 minutes. I got disconnected. Then it switched to 11 minutes, then 33 minutes at other times. Every time I confirmed, the bot either froze or told me the session had expired in mere seconds. Bots can't grasp urgency. Bots can't understand that my work depends on this. Bots can't fix anything effectively. Out of frustration, I called the upgrade hotline. I was instantly connected to a real agent without any waiting. Big thanks to the representative for their help. But seriously, who decided that regular customers reporting an outage shouldn't have the same access to human agents? And now for the update. It's been about 30 hours since the outage began. It feels like my issue isn't important because it's still within their 36-hour resolution timeframe. So I guess I should just wait for them to reach that limit before anyone cares. This is unacceptable for a service people depend on for work and daily life. The provider gets paid to deliver reliable service and genuine support, not generic automated responses or endless bot loops. We deserve the option to speak with a real person who can genuinely assist us. Anything less is disrespectful to customers. This isn't just a minor inconvenience; it's a significant downgrade from previously good service to sheer frustration. Those who approved this bot-first system need to rethink it immediately. Customers deserve better.
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