A PLDT Story

Those of us old enough would remember that it was only in the late 1990’s when the Philippines’ largest telco, the Philippine Long Distance and Telephone Co. (PLDT) implemented a “zero backlog” scheme, where it attempted to complete its fixed-line rollout and installation to all applicants of its telephone service. That was triggered by the onset of competition from new telcos such as Bayantel, ETPI, Digitel, and others, in the wake of the de-monopolization of the local telecoms industry with Republic Act 7925 and similar Government issuances.

The promise of the new telcos was quick rollout and installation of lines. In contrast, it usually took PLDT decades after application before a client can actually enjoy telephone service.

I remember my elation when the Bayantel service crew came in only after about three days of my submitting an application. Then a few months later, the PLDT crew came in to install two telephone lines my family had applied for a decade earlier. Wow.

Fast forward to a decade later. It’s been more than a month now since my in-laws’ place had a telephone connection–the line got grounded, so it went gradually from static-filled conversations (and frequently cut dial-up connections) to no phone service at all in just a few days.

The PLDT customer / repair service, in my experience, is now in stark contrast to what the company aimed to achieve ten years ago.

The incident had been reported frequently to PLDT Customer service many a time, and when they finally sent in a repair crew a couple of weeks after, the diagnosis was that the problem wa with the cable between the conduit and the telephone unit itself (which runs underground). And the crew claimed that the company was not responsible for repairing such damages.

We called customer service to ask if we can have a replacement line going inside the house instead, and they agreed to send in a crew to convert it into an aerial connection (conflicting views?). But we’d been following up for the past few weeks to no avail. We even went to the PLDT Office at SM North EDSA Cyberzone to follow up and contest the latest bill–we won’t pay since we got no service (they agreed to rebate the amount in the next billing cycle). We were faced by an irate cusomer service rep–talk about pleasing the client!

I actually suggested that we ditch PLDT and get a new line from another telco–may be less of a hassle!

My story will definitely continue.

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  • Puso mo J 🙂

  • AnP

    PLDT ba naman hanggang ngayon parang nasa dark ages pa din?! Buti na lang may ibang telco na unlike before (which is what I remember) na maraming walang phone.

  • Is it because Bayantel fizzled out?

  • Krakista

    Subscribers should be taught that the telco’s responsibility ends at the demarcation box and PLDT personnel should learn never to go beyond the demarcation box.

    Save yourself a lot of trouble by doing the wiring yourself or hire an electrician to do it for you. It can probably be done in an hour or less.

    You can complain of PLDT’s service all you want but in this scenario, it’s self-service that’s required of the subscriber and you owe it to yourself to provide the best to yourself.

  • Thanks for the comments.

    Well, the point is that PLDT agreed to do the re-wiring, even as they had already claimed they had nothing to do with it. Otherwise, I could have done it myself (I’m not alien to wirings after all), even though would have cost me some time and a few hundred pesos (for a few metres of cable), and probably a climb up the garage roof.

    At any rate, the PLDT crew came in yesterday afternoon to fix the line, which I believe they could have done anyway when they first visited–it was, after all, just a minor fix for them.

    Problem solved. Blood pressure back to normal.

  • And you know why this does not come out in Newspapers and Televisions? PLDT has been threatening to pull out their advertisements that costs millions to any newspaper or TV stations that will write something bad about their service.

  • It was published in one of the major dailies before but they have pulled out their ads immediately that the management of the paper decided to fire the editor that caused the publication of the news/opinion.

  • ceasar

    i applied for the pldt dsl once and o waited for 2 months for their response and when no one came i went to the pldt to inquire what happened only to find out that they dont have available line on our area… what the F**k?

    so i revieved other option and i tried globelones, i just gave them i address and then presto they already confirmed that their service is available to us…i took about 3 minutes…that’s the difference in the service between globe and pldt..

  • bolabetz

    pldt? maraming hidden charges & they’re holding ur neck kc meron clang 1yr lock-in period. boyset & bulok na style. sunugin sana equipments nyo ng npa. hoihohihoih

  • esc507

    PLDT treats customers like decomposed garbage. Not only does the giant telco deprive the service customers DESERVE, it also eats up the customers’ money with high charges. PLDT is a scavenger, even right from the very start.

    I wouldn’t march out the streets for Erap but I would definitely join any anti-PLDT rally. This is fraud, intermittent service, and downright thievery.

    Leftists should realize that it is companies like PLDT that really eat up their wages.

    Style talaga nila ‘yan. Tsk tsk… Please continue blogging about the crap PLDT dishes out. Somehow, someday, someway everything might change for the better.

  • Mimoo

    I made several phone calls to PLDT Repair Service 173 three weeks ago. Until now we’re still waiting for the promised repair service!
    Saw a lot of complaints in several blog sites.
    How come our local authorities/bureaus are not doing anything about this? Where are the PLDT executives?

  • joma salazar.

    gumamit ako ng BUDGET CARD P100. kasi pinamurang pangtawag ito.. at isa pa.. pina block ko na un IDD ko.. for my own PROTECTION…un budget card, nagamit ko ng 4 hours UNLIMITED..hindi sya, nag automatic cut off.. to my surprise.. nun nareciv ko un PLDT BILL ko, naka charge un tawag ko sa IDD RATE at pinagbabayad ako. ng p4.8t including tax.. he he he.. handa akong magbayad.. kahit magkano.. provided , ginamit ko lang un KANILANG SERBISYO… god is watching us, from the distance.. mr pangilinan.. gud pm po.

  • dota king

    KAKAUWI Q LNG SA BAHAY GALING TRABAHO AT IMBES NA MASIYAHAN AKO KASI MASARAP ANG ULAM, AY HINDI. BAKIT?
    DAHIL TUMAMBAD SA AKING HARAPAN ANG BILL NG PLDT WORTH P3,862.25 THE ONLY PLAN THAT I’D APPLIED IS THE PLAN P999.00 WHICH IS THE INTERNET AND PHONE PACKAGE. WHEN I LOOKED DOWN SA SERVICE AND OTHER CHARGES P1,680.00…. WALA NAMN AKONG PROBLEMA SA CONNECTION NILA KASI MABILIS PERO NAKAKA SIRA NG ARAW NAMN TO GRABE NAMN MANGURAOKOT!!! KUNG ALAM KO LANG NA MAY HIDDEN CHARGES SILA NA GANTO KALAKI, SANA AY HINDI NAKO NAG PLDT…

    MAHIRAP NA NGA ANG BUHAY NGAYON, LALO PA NILANG PINAHIHIRAPAN ANG BUHAY NG TAONG BAYAN.

    SANA AY GUMAWA SILA NG PARAAN KUNG SAAN MAGIGING CONBINYENTE ANG MGA TAO

  • hay nako…. ang pldt magaling lang sa pag padala ng bill, dyan sila mabilis pero pag may reklamo ka sa connection sa net, hindi nila maayos ayos.wala silang due date pag sa billing di pa na consume mauna pa ang due date. mas mabuti pa ang illegal na ang kinuha residential pero ginagamit nila sa business kasi wala sila problema dahil may binabayaran sila na taga PLDT para bigyan sila ng net na maganda.