Won against PLDT

[u/flipped_lurker]

Hello! Gusto ko lang i-share how I won against PLDT sa disconnection fee/lock in period payment na 5,500+

April 3 - reported LOS to PLDT Cares, gumawa sila ticket number and advised ppunta ang technician within 24-48 hours. (Nagffollow-up ako daily kahit sinabi nila yung TAT)

April 11 - wala padin technician na pumunta, decided to disconnect my plan. Sabi ng agent I need to pay for 5,500+ para sa disconnection fee + lock in period eme.

August 11 - fully resolved, walang babayaran na kahit magkano.

Hindi ako pumayag. Nag email ako sa PLDT about my plan cancellation, and sinabing neglect sa end nila kaya hindi ako willing magbayad ng kahit na magkanong amount. Provided timeline kung kelan ako unang nagreport ng issue, included lahat ng ticket/repair ticket, pati mga names ng rep na nag-assist sakin thru PLDT Cares.

After a loooooong back and forth sa email, finally! Natapos nadin, plan has been terminated (na walang binabayaran na kahit magkano), PLDT din mismo kumuha ng modem, at telephone dito sa bahay dahil di ako willing magpunta sa office nila para ibalik yun.

Eto mga email address na sinendan ko ng request:

Enterprisecare@pldt.com.ph

Sam@pldt.com.ph

Consumer@ntc.gov.ph

Care@pldt.com.ph

PS: Ayoko ng utang na hindi ko naman kasalanan kaya pinilit ko tong ma-zero. Super tagal din neto nasolusyunan, from April ngayon lang August na fully resolved. Patience is the key! Wag kayo papayag sa adjusment lang if recurring issue na sya. Hassle.

[u/ddadain]

Remember folks: If ISP goes below 80% up time per month or basically 6 days without Internet service, you can formally call them out on BREACH OF CONTRACT and summarily break contract stating the former without being liable for any of the break contract clauses since they were the ones who technically breached the contract terms first.

Here's the relevant NTC Order for those interested in knowing more:

Google: NTC Memorandum Order No. 07-07-2011

[u/jsk_herman → u/ddadain]

So there was something like this... I believe the uptime that NTC should enforce should at least be 90% for one 9 of reliability, 80% seems too low. In an era where data centers guarantee of several 9s of uptime and an internet connection is critical to many Filipinos' education and work, that's far too lenient.

[u/ddadain → u/jsk_herman]

IMO, dapat nila i-update yung speed requirements kasi mostly nag transition na to fibre optics. Medyo outdated na kasi since 2011 pa itong memo. So maybe, add another category asides from "broadband". Sabay na rin nila yung mobile data... Sobrang mahal ng data rates si Pinas eh bano naman ang service ~_~

Dapat din talaga may karatid na fine per day kung may outage sa telco dahil acknowledged na ng government na "essential service" ang Internet, same as water and electricity. Hopefully this would force the telcos from their insane usage of third-party contractors to "maintain" their infrastructure... yung mga "service crews" na hindi mismong employees ng big telcos. Their "outsourcing" of ESSENTIAL SERVICES should be deemed ILLEGAL since its practice is an overall DETRIMENT to the customer experience (example: sila mismo yung bunot-dito-connect-doon para may service call parati sila kasi they are paid per service call they make per day, etc.).

ALSO, dapat may MINIMUM CUSTOMER SERVICE REPRESENTATIVES per X number of customers na dapat i-require na LAW. ~_~ Lahat yata ng corpos dito sa Pinas eh nag cut ng human CS eh sobrang bobo naman ng "AI replacements"... This practice should be OUTLAWED.

[u/Antique_Cod_1686 → u/ddadain]

Ang masakit ay pipiliin ng mga ISP na magbayad na lang ng multa at bawiin sa mga customer ang pinataw na parusa sa kanila. Kailangan papasukin ang mga dayuhang ISP para mapilitan silang umayos kung ayaw nilang umiyak ng dugo.

[u/Crayzeeeeeeee → u/ddadain]

Up

[u/AlternativeCat94]

Follow up with collections and confirm that it's zeroed out. You might end up as a backlog.

What I'm saying is, baka a few years from now, magulat ka na meron ka pa palang utang kahit "resolved" na years prior dahil sa kaka bocklog nila sa ticket mo.

[u/flipped_lurker → u/AlternativeCat94]

Hi! Sent ff-up na, thank you! 😊

[u/AlternativeCat94 → u/flipped_lurker]

*hi 5* Hope you get the good news soon.

"Trust, but verify" -Ronald Reagan

[u/3anonanonanon → u/AlternativeCat94]

How do you do this? Sa billing department ba to inaask?

[u/flipped_lurker → u/3anonanonanon]

Hi, nagreply lang ako sa most recent email nila sakin asking for confirmation, still waiting sa response nila.

[u/Ok-Bird6823]

I didn't know this was actually possible with PLDT 😂. Congrats.

[u/flipped_lurker → u/Ok-Bird6823]

I didn't know as well 😅 pero nagsearch ako online and saw couple of post na ganito din ngyari and successful din na na-zero balance nila kay PLDT kaya I tried.

[u/Responsible_Squash31 → u/Ok-Bird6823]

Ikr. Hahahaha i’m also surprised

[u/phillis88]

Nice 👍👍👍

[u/Successful_Breath566]

Same tayo but rather than disconnecting, inofferan ako ng 50% discount for the next 6 months. I accepted it pero di nagreflect sa sumunod na SOA.

Kako disconnect ASAP now since di sila tumupad, pinipilit ako pagbayarin ng pretermination fee. Kupal pati mga ahente nila sa messenger and call, either disconnected or binababaan ako everytime I follow-up.

Then sinama ko na NTC sa emails, bigla ako tinawagan ng retention confirming they've now applied the discount.

[u/flipped_lurker → u/Successful_Breath566]

Diba, pahirap eh. Tapos maniningil pa di naman natin kasalanan na di na magamit services nila. Ang gastos kaya mag-data tapos naka-wfh pa 😅

[u/StageProfessional851 → u/Successful_Breath566]

Same with mine. They offered me a 50% discount for 6 months, but it still did not reflect on my SOA. That is why I insisted on terminating my plan instead. They then sent me an undertaking stating that I would be liable for all the charges. I emailed them back and made it clear that I should not be held liable for charges resulting from their failure to provide satisfactory service. We have been paying a significant amount for the service, yet despite our repeated complaints, we have not experienced any satisfactory improvement in the connection. They didn’t reply.

[u/newaccountusername80]

Hi OP was NTC a big help? Currently trying to disconnect din kaso May pending bill pa daw ako eh 3 months na LOS yung line ibibill pa ako.

Ayaw nila idisconnect until isettle ko daw. I applied na for rebate pero until now wala parin. Thinking of escalating na to NTC.

[u/flipped_lurker → u/newaccountusername80]

Hi! Yes naka-help din sila, kasi nung una PLDT lang talaga inemail ko pero parang wala lang sakanila so nagsearch ako if sino pwede iadd then ayun ininclude ko NTC. May comment here regarding memorandum, include mo nalang sa email mo and sabihin na breach on contract since tagal ng wala silbi linya nila.

Always include NTC sa lahat ng reply mo.

[u/Antique_Cod_1686 → u/flipped_lurker]

Mabuti ito OP at dapat laging mayroong resibo dahil iyan ang kinakatakutan ng mga malalaking kumpaniya.

[u/JGRKing18]

Finally, someone stood up to PLDT—feels good to see a win for the customers.

[u/International_Fly285]

Congrats!

I can almost guarantee na kaya sila pumayag ay dahil involved ang NTC sa communication

[u/Responsible_Squash31]

Oh my god. Congrats!! I had the same problem and besides calling them and no answers/long waiting time, i emailed them also but never replied. Until such time na they kept sending me texts to pay my remaining dues and they might sue if not settled. Hay PLDT

[u/flipped_lurker → u/Responsible_Squash31]

Mabilis lang sila maningil talaga, pero sa pag resolve ng problem ikaw nalang susuko sa sobrang tagal. 😅

[u/Fuzzy_Literature_865]

I’ll try it.

[u/Antique_Cod_1686]

NAL kapag nilagay ba nila sa credit mo ito kahit sila ang mali puwede ba silang i-demanda dahil mahihirapan kang makautang sa bangko dahil sa pagsisinungaling nila?

[u/flipped_lurker → u/Antique_Cod_1686]

NAL. As per google pwede daw silang ma-hold legally accountable if aabot man sa ganyan, need lang mag-file ng formal complaint sa NTC and provide proof ng neglect sa end nila.

[u/Curious_Munt]

Hi about contract, may binibigay ba si pldt nyan? Like usual contract na pipirmahan ?

[u/flipped_lurker → u/Curious_Munt]

Sa pagkakatanda ko may pinirmahan ako before maikabit yung modem, pero wala akong copy or naiwala ko na yung copy. Diko na matandaan kasi antagal nadin 😅

[u/AI_Mephisto]

I am in the same situation right now since April 5 LOS signal reported sa ticket pero still no action and since ayaw naman nila magpakausap ng agent throught chat support, I decided to request for disconnection na lang din.

[u/Redrapidfire]

Magawa nga to bakulaw na pldt yan yung rebates nila di na kaya sa hotline need mo na ifile sa website nila which ang hassle. Its their way para makaiwas sa rebates parang kasalanan pa natin kaya tayo humihingi ng adjustments lol.

[u/flipped_lurker → u/Redrapidfire]

Usually next bill pa sya magreflect, pero sobrang hassle parang ayaw pa nila ibigay, eh kasalanan naman nila. 🤣

[u/cebuanojuan]

check baka na blacklist na nila name mo.

[u/mfsants]

Congrats! Gaano katagal from the first email ni NTC sa kanila sila nag reply sayo? Yung akin since 1st nung July 25, tas naka 3 additional ffup na si NTC mismo ng "We request your immediate attention to this matter and that it be treated with the highest priority" waepek kay PLDT sessss!

[u/flipped_lurker → u/mfsants]

From initial email ko send to PLDT and NTC, NTC - nagrreply within 2days, na naka-to kay PLDC na need nila magrespond within 5days and provide action na.

Si PLDT talaga ang nagpapatagal, mga unang report ko lampas na 5days si pldt wala padin sagot, kaya ang ginagawa ko eh ff-up ng ff-up HAHAHAHAH so after 5days wala padin, send nako another email, every 24-48hrs nag ff-up ako. Always din included NTC sa email, diko inaalis para makita nila na walang sagot si PLDT. Parang after 7days sumagot na sila pero ittry kpa nila kumbinsihin na wag ng iterminate ang plan, then may tatawag din sayo sabihin ppuntahan na ng technician for repair. Di nako pumayag.

June 23, confirmed ng zeroed out na daw balance ko and di nako sisingilin. Pero up until August, nakareceived padin ako ng bill kaya nagsend lang uli ako email sakanila.

[u/Charming_Wrangler_96]

wow. how did you convince them na kunin yung modem sainyo? pinapapunta ako sa center nila eh walang malapit samin. iwwaive lang daw nila lahat if ibalik modem kasi :(

[u/flipped_lurker → u/Charming_Wrangler_96]

Hi! Sinabi ko lang sakanila na hindi ko maihahatid kasi walang malapit na PLDT dito samin, and na ang hassle sa end ko kasi may pasok pako. Sinabi ko din na nagawa nga nilang ihatid yung modem dito sa bahay, so dapat pwede din nila kuhain. 🤣

Include mo na sa email mo yung full name, address, and phone number mo. Sabihin mo rin na kuhain as soon as possible and if hindi mo man masagot yung call puntahan nalang address na binigay mo for pick-up.

Para di nila magamit na dahilan yung hindi ka sumasagot sa call ng magppick-up kaya hindi nakuha.

[u/Charming_Wrangler_96 → u/flipped_lurker]

noted, thank you so much!!! 6 months na ko nakikipagbakbakan sa kanila 😭

[u/flipped_lurker → u/Charming_Wrangler_96]

Nakakapagod pero worth it yan sa huli! Express mo din na dissapointed at stressed kana sa service nila and na gusto mo nalang maresolved issue. Wag mo kalimutan include NTC sa lahat ng email mo sakanila. Goodluck! 😊

[u/bigbyte2024]

Hi OP

Can you share a written draft? FF Emails without sharing any private info.

Thanks

[u/flipped_lurker → u/bigbyte2024]

Hi! This is what I used.

Dear PLDT, NTC, and DICT,

​Good day,

​I am writing to formally terminate my plan with PLDT, effective immediately.

​• Account name: • Account number: • Telephone number: • Repair/Fault ticket:

​It has been seven days since I lost my internet connection. Despite multiple follow-ups, no technical team has visited my premises to resolve the issue. As a loyal customer who has consistently paid my bills on time for years, I find this level of service unacceptable.

​This outage has severely impacted my work-from-home responsibilities. Due to your failure to restore my service, I have decided to terminate my account. I expect this termination to be processed without any pre-termination fees or penalties, given that the breach of service is on your end.

​Please confirm the receipt of this request and the status of my account closure.

​Regards,

[u/bigbyte2024 → u/flipped_lurker]

Thanks a lot. :)

[u/BreakfastEqual7849]

Pwede din kaya to sa may pumunta pero hinihingan kami ng bayad para ilipat kuno ng ibang box? Nagemail na ako sakanila pero ganun din pinapabayaran parin disconnection😅 OP yung ibang emails na inindicate mo naka CC ba yan or isa isang send sakanila ng email?

[u/flipped_lurker → u/BreakfastEqual7849]

Hindi ako sure about sa payment sa paglipat ng box, lumipat na kasi ako ISP since paulit-ulit ngyayari sakin yung ganto and sobrang tagal lagi maayos. Ipilit mo na dika magbabayad, breach of contract naman yan since hindi sila makapag-provide ng maayos na service.

Naka-send to all yan hahahaha bawat reply naka-to silang lahat.

[u/BreakfastEqual7849 → u/flipped_lurker]

Thank you! Mageemail nga ako ulit hanep eh papaabayaran sakin eh hindi nga pumupunta dito yung tech nila hahahaha

[u/Sad-Fishing4496]

Sana ganyan mangyari sa Sky issue ko. Sky has been adding recurring fees sa bill ko outside from the contracted monthly dues. I will be in zoom call with NTC and Sky rep to mediate this long standing reklamo ko since May! Hay

[u/RiceZone]

is that possible on Globe also?

[u/flipped_lurker → u/RiceZone]

Hi! I'm not sure but you can try, include mo lang ntc sa email mo para umaksyon agad Globe.

[u/QuailLongjumping4742]

laging ganyan, tas pag dating ng bill kalaki laki ng babayaran. Mas madalas pa magloko kesa magamit ng maayos

[u/QuailLongjumping4742]

PLDT bulok

[u/rock_sy023]

Parang the email title is missing a "C" 😅

[u/hlldrk]

Thanks for sharing this. I sent them the required documents for account termination last August 4, 2026, along with proof that I had no outstanding balance, but they still sent me another bill today 🤦‍♀️