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PLDT lied to us when it said it would restore our Internet account on the same day of payment

December 12, 2014

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Hi guys,

Just a note for now.

I know you must all have been wondering at my silence. And why many of your comments haven’t been getting through the past days.

No, I wasn’t busy.

I got the flu Dec 4 and all through Typhoon Ruby.

And just as I was recovering and raring to go back to work this Wednesday Dec. 10, I found out that PLDT had suspended our Internet service account – for non-payment.

My fault. I clean forgot, trying to fight off the flu.

However, PLDT said  in a statement posted just for me on the Internet that if we paid at a PLDT Sales office, we would get back the internet service the same day. We paid.

UPDATE as of 11:05 PM, December 12, 2014

Because I was still recovering from flu, my hubby Alan reluctantly agreed  to pay the PLDT bill. It was sweet of him because if there’s one thing he HATES, it’s falling in line in the Philippines. He wrote about his close encounter with the telco:

Touching lives, cutting connections

By Alan Robles

Posted at 12/12/2014 7:04 PM

This week, a telco whose name I won’t mention, except to say that it has the letters D, T, P and L in it, introduced us to an exciting new Internet service.

I think this is how it works: a super computer system – call it the “Greed 9000” – monitors all the telco’s Internet subscriptions. The millisecond it detects you’ve missed paying your bill by two days, it disables your account. It won’t give you prior notice: no mailed bill, no call, not even any lights flashing WARNING WARNING accompanied by hooting klaxons.

It will just cut you off instantly. You will only find out because suddenly, the only thing you’ll see on your browser is a fat red sign saying your service will be restored the same day you pay up. If you happen to have lots of browser windows open, the message will sprout faster than a certain presidential candidate’s posters.

To read the rest, pls click on this link.

We didn’t get back our Internet the same day.

Nor the next day.

We got it back only at past 9 am this morning.

Liar, PLDT.

But more on that later. Because I want to point out how the system that PLDT has set up for customer service results in customer disservice.

Raissa

Tagged With: consumer rights, PLDT

Comments

  1. turk182 says

    October 26, 2016 at 12:55 PM

    This post is quite old but seeing that it is about PLDT and Greed, may I please share our experience.

    Early this year, we were finally able to subscribe to a 100mbps line at a cost of P 25,000 / month. Two or three months into our contract, new plans are offered and as a result 100mbps nows costs more or less P6,500.00 / month and 300mbps about P9,500.00 / month.

    As a business, the reason for getting the 100mbps line at that time was to get the best available plan as our advantage over our competitors. It just feels so unfair that now, our competitors can get the same service at a fraction of the cost.

    Now, if PLDT increased our bandwidth to say 600mbps., at the same monthly cost, then there were would be no need for this gripe. However, having called and talked to their CSRs, we got the expected answer: “You are locked in to your account. (and there is practically nothing that can be done about it )”.

    The only solution that was offered was to pre-terminate our existing account and subscribe to the cheaper plans. Problem with pre-termination is that you have to pay the cost of the remainder of your contract ( monthly cost x months left in contract ).

    Yes, we have read the terms and conditions of the contract. Yes, we are aware of pre-termination. Yes we know we are locked in. It just feels so unfair that we are paying for service that others can now get at much lower monthly rates. The least that could be done should be just to increase our bandwidth since we are still willing to pay the existing monthly cost.

    So, in the meantime, we are stuck with what we have until the contract of services expires.

  2. NewtoN says

    December 14, 2015 at 10:12 PM

    Hi, our PLDT DSL was also “restricted” ( in reality, disconnected) this morning because I was overdue by 2 days. If you look at the original post, almost the same time her DSL was disconnected for the same reason 1 year ago, what a concidence. Anyway, I hope it won’t take a month to get it restored. I’m already looking into moving to cable internet. Is it better?

    • raissa says

      December 15, 2015 at 7:13 PM

      No.
      What you do is talk to PLDT EVERYDAY . And I mean, everyday.

    • NewtoN says

      December 16, 2015 at 2:37 PM

      Hi, You’re right, I had to call up PLDT before they did something to restore connection. The next day, service is back to normal, but we lost 2 days of connectivity which we paid for anyway.

      • raissa says

        December 17, 2015 at 11:55 PM

        Oh, then you should call PLDT billing and tell them to deduct it from your bill and – get a reference number for your request.

  3. wazgoinon says

    December 24, 2014 at 6:21 AM

    Anyone here ever tried getting a refund from PLDT? Well, I did and was given a list of requirements to submit.It just makes you give up because one easily gets the impression that PLDT does not want to make any refunds.

    • Cel says

      December 16, 2015 at 10:10 AM

      I had a case where I had to request for refund, they asked us to pay for installation but only to find out a few days later that our area is noy feasible for set up. I’ve been coordinating with them for the refund and until now, they haven’t paid us yet. They don’t care. It’s their fault in the first place, so they should deliver the refund to our place. Hassle.

      • raissa says

        December 17, 2015 at 11:57 PM

        Talagang hassle.

      • Weng says

        September 25, 2016 at 5:23 AM

        Hi, I have the same issue as yours. It has been more than a year since I filed for a refund. I already went to their office for follow-up but no refund was given up to this moment. Have you got your refund?

  4. Pearl2e says

    December 18, 2014 at 1:44 PM

    Join the club.I move to this address in 1999 there was no house number yet.Pldt courrier knew me.then they change the courrier service. .no bills.I called customer service ,E mailed them.It took months until the 4 digits was added to my bill.Fast tract is the new service.

  5. theSaint says

    December 17, 2014 at 1:58 PM

    We were late for only a day for payment, and when we paid PLDT the next day, we had to wait for month for then to get our. Internet active again, and after so many calls!!

    • theSaint says

      December 17, 2014 at 2:00 PM

      wait for A month …
      for THEM to get our …

  6. Mocha says

    December 14, 2014 at 5:37 PM

    Oh my, thanks for the warning Raissa. I was about to switch to PLDT because Globe has been behaving VERY BADLY. Even before the typhoon we would suddenly get cut off or couldn’t get links open. They called four times to say they would check our Tatoo. All four times they didn’t come. The fourth time, they called my cellphone and my daughter talked to them because her tagalog is good. Later that night I told my husband, and he asked me to call them back. When I called, I heard a TV on the background. Like, what, are they scamming us?

    The next day a guy FINALLY came to check our Tattoo and said it was okay, the problem is on their end and 50 percent of Paranaque has the same problem. Now I know why it’s more fun in the Philippines.

    I loved Alan’s post about this. He kept me laughing from start to finish. When one is stuck in this way, what else can one do?

    • rey says

      December 16, 2014 at 9:25 AM

      Is it legal to PLDT to cut off your lines after 4 days of delayed payment? But when i checked it their billing computation and period covered – i found out that PLDT is charging us in advance – ADVANCED COLLECTION but they cut off your lines for the services not rendered yet.

      • Mocha says

        December 20, 2014 at 4:14 AM

        There should be laws. These mega companies should not have so many privileges that don’t lend consideration to consumers. Only today my Globe broadband is supposed to be functioning normally. So far so good, though I can’t click on all links yet. Still a few things they have to settle. Better than nothing, but what happened to the old saying, “The customer is always right?”

  7. Danny says

    December 13, 2014 at 8:12 PM

    With this electronic age, I thought PLDT must have a direct-debit payment facility in place. My internet provider have my monthly bill charged to my credit card and I have my bank pays the credit card out of my bank account directly, no missed payment or no internet shutdown. The credit card statement still being sent to my address by post or I can have access to it online 24/7. Direct-debit facility, phone and internet banking with third party payment system are a wonderful modern day relieve to those with a very busy life or to those who hates joining the line paying bills.

  8. Johnny Lin says

    December 13, 2014 at 4:49 PM

    Business Problem with Philippines , there is no teeth in our Anti Trust law.

    Wish American lawyers could file a class action suit thru FilAms with Internet and tel contracts against the Telcos because they are listed in US Stock Exchanges.

    Provide American lawyers documents of claim numbers on calling their consumer service plus proof when reconnected and also solicitations on cell phones and Internet which are not followed as advertised.

« Older Comments
First they came for the Socialists, and I did not speak out— Because I was not a Socialist Then they came fof the Trade Unionists, and I did not out speak out— Because I was not a Trade Unionist. Then they came for the Jews, and I did not speak out— Because I was not a Jew. Then they came for me— And there was no one left to speak for me. —Martin Niemöller (1892-1984)

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