janice

We’re on the same boat. I applied for mydsl a month ago, they gave me my phone line and told me that I would get my DSL line in 5-10 business days. Shoot, I bought a brand new computer and after 20 days they would tell me that there is no available port in our area and told me to apply to SmartBro which is another of their crappy Internet services.

Just when I have requested to cut off my existing phone line (since I only got
it just for the DSL, they are asking me for a termination fee >:(((

Shoot, I didn’t get my DSL bundle now I would pay for something I wasn’t able
to use >:(((((( oooohhhhh.

internethustler

thanks i read your blog about PLDTmydsl, i was trying to apply last day, but i already apply SMARTBRO but after a couple of days waiting for thier connection they told me to refund my payment cause there no signal in my area….. what a hassle… and they give me a couple of weeks to refund my payment because they have a process in refunding a payment… such a big hassle damm….

beng

grabe nga pldt
june 18 nun mgbayad ako pra kabitan
july 24 na, wala p
nag txt p ko dun s babae nag wo work s pldt dahil d p kami kinakabitan
sabi sa kin ng babae NAKIKIUSAP p sya s installer
wow
NAKIKIUSAP p sya
kc naman nun napunta un installer d2 2 weeks after ng mgbayad ako, ala daw sya mkita mkakabitan ng cable,
sabi ko s rtd., hi-way meron
naku sagot sakin ang layo daw
hello d kami taga bundok, para lumayo
kc un kapit bahay namin 6 n bahay lng ang layo s amin.
kahilera namin, hndi tatawid ng kalsada
nakakabit sya s hi-way, bat kami d makabitan, eh 6 n bahay lng ang layo namin s kanila
kaya un iba n katabi house namin d din mkpagpakabit ng pldt
ang aarte, lumayo lng ng konti, ayaw n mgkabit.
ganun b talaga s pldt
kapag nalayuaan ang installer, d n sila magkakabit

kaya un iba nka digitel, un nga lang nagpaputol n sila ng digitel, sobra mahal sumingil
para meralco ang dami charges

assi218

i was already subscribed as a PLDT MyDSL user for a couple of months before i opened up an internet shop on the lower ground of a 3storey building that i live in.
so i needed to upgrade my subscription to one of their biz package for faster connection.

eto muna siste, when i first applied, i got their appplication form from one of their field agents (na napadaad lang sa harap ng bahay around 7pm).
so sabi ko, “ba, comfortable di na ako mahihirapan mag apply.” the same agent was even the one to push and forward my required documents. all i have to do was sit & wait for the company’s servicemen to install the line and connection, which came after a couple of weeks later after my application was approved.

so eto na ngayon kelangan ko na upgrade, i called up their costumer assistance for inquiries on “how to’s” & “need to’s”
hinihingan nila ako uli ng mga additional required documents such as business permit, dti, mayors/barangay permit,which i found reasonable naman.
but why include those i have already supplied them such as id’s and etc.
so sige, okay lang ako don.

eto na ngayon, how come the company doesn’t have any field assistance personnel for those who need them? parang “after sales service ba.”.
PLDT, upgrade lang po kelangan ko.. konting subscribers assistance naman sana.

baket ko nasabing kulang sa assistance?
well, i requested over the phone for a “to follow” na lang yong ibang documents required(dahil medyo conflict ang time ko sa office hours nila).
hinde daw puede.
i asked kung puede ko na lang ba i-fax over.
hinde din daw puede.
kelangan daw talaga in person kasi may mga documents uli na kelangan pirmahan.
i asked baka meron silang personel na puedeng mag drop by sa location ko para mapirmahan ko yong dapat pirmahan.
wala daw. at wala din magdadala specially after office hours. (pero sa application meron e noh).

Philippine Long Distance Telecommunication, would it be too much to ask from your good company to at least have a representative sent over to a subscriber’s location for such assistance?
baket kelangan pa pumunta sa office nila for upgrade lang?

and isa pa, kaya pala me 1 year tied contract kasi kahit pumapangit or out ang service nila, kahit pa nagkakaroon ng technical difficulties,you cant cancel your subscription kasi nga tied ka sa kanila for one year or else me penalties..

sigurista…

ano ba penalties?

kelangan bayaran yong remaining months? e pagtiyagaan ko na lang service nila!
breach of contract? criminal case yon!

pero eto ang nagpapagulo sa technical mind ko.
yong mga packages nila.

sa mydsl.: for residential:

package speed plan
Xperience up to 1Mbps 999
Xcite up to 2Mbps 1995
Xcel up to 3Mbps 3000

sa mydsl biz: for commercial ie; internet shop

Explorer up to 2Mbps* 3000
Entrepreneur up to 2.2Mbps* 4000
Enterprise up to 2.7Mbps* 8000
Empire up to 3Mbps* 14500
*with corresponding dynamic & static IP address’ in addition.

why twice or quadruple the amount of payment for almost the same speed?

dahil ba commercial use at alam nilang pagkakakitaan?

i now theres a technical explanation for it but, why should the biz’ plan be so expensive?
kaming mga computer shop ay hinde naman kumikita ng ganon kalaki for pldt to rise up the price of their service just for our shop to have a good internet connection. e parang gusto nilang sila na lang ang buhayin naming mga computer shop owners.
karamihan sa mga computer shops only charge 15/hour with promo of 5hrs plus 1hr free pa yon. at hinde naman punuan 24/7 para ma-cover ang mga bills.
what i’m trying to point out is,konting consideration naman sana sa aming mga computer shop operators..

please kindly do think about making your monthly subsciptions a little more reasonable and affordable..
TNX!!

gerry

what can i say…. im have been with pldt mydsl since they offered it here in cebu. and all i could say is that their service is crap!!!! lousy!!!! then again all this big companies are tied up with a lot of politics which favors their pockets first! especially now with a very lousy customer service. call centers!!! why do they hide behind this guys? they hire customer service thru call centers in which you can never convey your frustrations to the operator since you know that he/she just works there. i pity this people getting all the frustration of pldt subscribers. all providers have their own faults. smart bro is still pldt. it operates very similarly to pldt. globe – same but i think they have cheaper packages with lines already. honestly the difference in service is not so big as price and offers. im considering on transferring to globe. this is just my opinion.

johnfortich

Dude DONT EVEN THINK OF CONNECTING TO PLDT MYDSL.. YOU’LL BE HOOK ON A NIGHTMARE.. VERY BAD SERVICE..

James

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Juicy

I also have bad experience with PLDT line, really bad that I have to complain to DTI. Actually, I wanted to really put my complaints to NTC but DTI said they will forward the complaint to DOTC (I’m wondering why they have to forward it to DOTC?) I just don’t have much time for all this stuff.

I recommend Destiny Cable Internet, no need for telephone line but great connection and fast too!

I thought you are promoting PLDT DSL here.

Smile,
Juicy

Dutch lion

signed up for this plan on May 28, 2008 and ever since my internet connection has been intermittent at best during regular business hours. I have made more than a hundred phone calls to your 171 number only to be told to monitor my connection for 24 hours. Every time I call I get exactly the same response.

At this point I have been monitoring my internet connection for more than five (5) months and have noticed the following:

1.During regular business hours Monday to Friday intermittent connection at best with many hours no connection at all.

2.Before and after regular business hours Monday to Friday fairly good connection.

3.Weekends Saturday and Sunday good connection.

4.Holidays (most businesses closed) excellent connection.

This has led me to the following conclusion (correct me if I’m wrong):

You (PLDT) have too many subscribers with not enough network capacity to provide continuous internet service to all those unfortunate clients. This fact was actually agreed upon by the lady who works at the payment desk at the Antipolo PLDT office.

The sad part is that to have my substandard PLDT intermittent internet connection disconnected I have to pay a penalty three (3) times my monthly bill. This means that I now have to pay three (3) times P 1,813.64 which comes to a total of P 5,440.92. The grand total is much worse because I have already paid six (6) months for services not rendered. Therefore the grand total is nine (9) times P 1,813.64 which comes to a total of P 16,322.76.

Can someone please look into this complaint and give me fair compensation for all my aggravation?

Troy Colmenares

This is my observation for those interested. I am a mere employee of DTI 7 and with my research, I can only hope for my bosses to pin things down.

BACKGROUND
Department of Trade and Industry (DTI) Regional Office (VII) is in need of a viable, reliable and universal telecommunications infrastructure in order for it to perform its day to day functions. The feasibility study conducted by DTI in December 2007 identifies PLDT’s “Smaill Biz Lite” as its viable medium for transmitting electronic data via optical or technological means.

On 20 December 2007, Glenn C. Candia, PLDT’s Relationship Manager, proposes to DTI Regional Director Asteria C. Caberte the breakdown of expenses for PLDT DSL Service. Attached in the proposal is PLDT’s “Acceptance Use Policy”. In his letter, Mr. Candia assures DTI will be having a “high-speed and always available Internet connection” thereby enabling Asteria C. Caberte to conform to Mr. Candia’s proposition.

On 1 February 2008, DTI receives its first service from PLDT under the account name Department of Trade and Industry – Cebu with account number 196641831.

Seven working days after the activation of the account, DTI’s Internet connection becomes intermittent, thereby causing PLDT to reset its port. In what follows is the series of reports made to 177 regarding DTI’s chronic intermittent and zero Internet connection:

Tuesday, 12 February 2008
“Line Intermittence” leads to resetting of port.

Friday, 14 February 2008
“Line Intermittence” is assisted by 177 call center agents.

Thursday, 24 April 2008
“Line Intermittence” is assisted by 177 call center agents.

Monday, 28 April 2008
“No Connection” – provide new primary assignment; change splitter; replace modem

Friday, 2 May 2008
“No Connection” is assisted by 177 call center agents.

Wednesday, 28 May 2008
“Line Intermittence” – fiber break and DTI-Cebu line was hit; Internet connection restored on the same day

Wednesday, 18 June 2008
Assistance for router configuration.

Wednesday, 24 September 2008
“No Connection” – fixed jumper cables at Central Office (end to end)

Friday, 26 September 2008
“No Connection” – changed defective in house wiring

Tuesday, 30 September 2008
“No Connection” is assisted by 177 call center agents.

Friday, 3 October 2008
“No Connection” is assisted by 177 call center agents.

Friday, 10 October 2008
“No Connection” – changed port assignment; conducted speed test

Tuesday, 2 December 2008
“Line Intermittence” – replaced defective clipper wiring in the cabinet

Thursday, 4 December 2008
“Line Intermittence” is assisted by 177 call center agents.

Tuesday, 9 December 2008
“No Connection” – replaced RJ 11

Tuesday, 16 December 2008
“No Connection” – replaced modem and detached voltage regulator (the cause of modem wear out) – issue is unresolved and ticket number 464808 remains to be open

With a frequency of at least twice on a month or at most four times on other months, the average reliable Internet connection DTI has been receiving since the account was activated is only 45%, where 55% accounts for intermittence and zero Internet connection.

Prior to the incident report made between 24-27 September 2008, attempts have been made to reach Glenn C. Candia at 032 2316000, where his secretary will either dismissively take your call or will hang-up on you. Eventually, a fax message was sent to Mr. Candia at 032 2316100 demanding that DTI receives a better service – no response.

16 December 2008, another report is made to 177, thereby issued ticket number 464808. This time Mr. Candia is requested to appear at DTI’s Regional Office and explain why DTI is experiencing chronic intermittent, and lately, no connection. Only Wilfredo Santos of DigiServe (PLDT’s contractor) came over, providing no adequate solution to the problem.

OBSERVATIONS
DECEPTIVE SALES ACT, NO SERVICE RELIABILITY, AND QUESTIONABLE CONTRACT
In his letter to Asteria C. Caberte, Glenn C. Candia indicates that DTI will be having an “always on and available Internet connection.” In the attached “Acceptance Use Policy”, PLDT exemplifies that “PLDT is not liable for (a)…partial use or inability to use the service…” Implicitly, Mr. Candia and his office admits that DTI’s Internet connection is not close to “always on and available” thereby committing an offense under Article 50-52 of RA 7394 (The Consumer Act of the Philippines).

In Sec 20 of RA 7925 (The Public Telecommunications Act of the Philippines), DTI is “entitled of utility service which is non-discriminatory, reliable, and conforming to minimum standards set by the National Telecommunications Commission.” The “Service Performance Standard” mandates the “Public Telecommunications Entity”, i.e. PLDT to adhere to 98.5% for bandwidth throughput and 99.5% for service reliability, as stated in memorandum Circular No. 19-12-2004. DTI wonders if PLDT has complied to the standards NTC has set, given that the office only receives 45% Internet connectivity since the account has been activated and if Sec 26 of RA 7925 nullifies PLDT’s “Acceptance Use Policy”.

INEFFICIENT, INCOMPETENT, AND DISCOURTEOUS
Sec 20 of RA 7925 entitles DTI to a “courteous and efficient service at utility business offices and by company personnel; and a thorough and prompt investigation of, and action upon complaints.” Mr. Candia and his Secretary should know better than this.

Memorandum Circular No 19-12-2004 also mandates that PLDT’s “faults fixed” should be 90% within 24 hours and should be 95% within 48 hours. Ticket Number 464808 remains to be open and unresolved.

CONCLUSION
• National Telecommunications Commission must look into the Network Availability, Bandwidth Throughput, and Service Reliability of PLDT and investigate further the actual percentage the customers of PLDT are receiving.
• Department of Trade and Industry withdraws from PLDT’s service and must ensure that other customers of PLDT, including DTI itself, whose consumer rights are threatened, must be protected.
• The fecklessness of Mr. Candia and his company must be closely monitored.

apple888

Sakit talaga sa ulo ko yang PLDT na yan subscriber ako ng landline plus DSL ang problem ko sa kanila eh lagi na lang for disconnection yung line ko na wala man lang pinapadalang final notice of disconnection twice na sakin ginawa yan ng PLDT at once na naputulan ka ayun bayad ka ng reconnection fee para sa line 300 at 500 naman para sa dsl anak ng… ano ba yan raket ng pldt, sagot pa sakin ng call center agent nila pwede naman daw ako magbayad kahit walang billing ano ko gago magbabayad ng walang statement of account anong babayaran ko hulaan lang sira ba sila biro mo wala pa yung month na dumarating kelangan bayaran na kasi pagnadelay ka ng 2-3 days for disconnection ka na kagad. Eh kung ilang subscriber ang ganitong gimik na gawain nila ididisconnect ng walang kalaban laban for every reconnection sa isang milyon subscriber na naputulan kita sila ng ilang milyon buwitre sila wala silang awa sa mamamayan. Sa mga subscriber na meron ganitong problem din sa PLDT sama-sma tayo magreklamo sa pasimpleng pagnanakaw na yan sa bayan.Tanong kanino tayo lalapit pakikinggan ba tayo ng NTC mukhang malabo ata no hayyyyyyyyyy buhay talaga!

cool mom

so far when I was experiencing connection problems in the past especially am an online game user, they immediately acted on my request … and eventually got the good service I deserve …. the problem is the quality of wires initially installed in our house that causes the problem… up to now connection is a minor problem to me — am a happy PLDT customer …. : )

Art

HI.. jut got this dsl activated also.. actually im using this right now and this is the 990 bundle-384kbps+ landline.. kaso lng.. i feel na parang ang bagal.. kahit youtube putol2x.. i need to wait lng few minutes para continuos yung streaming at pag na acces ko yung videos sa Imeem.com.. nakakainis talaga.. 384kpbs should not be affected by buffers dba? whew..

punkzappa

ayan kinakabahan ako ksi i allready canceled my smrtbro account effective on march 28 to give way for my new dsl plan 990 DSL +phone!! its already installed on our house 3 days after my application but still it has no dialtone i didnt ask the line mans kung kung kelan mag kakaron ng connection bigla kasi silang nawala after ko silang pag merryendahin hehehe my smartbro connectio in ok mabilis na man xa most of the time no buffer sa u tube!! hope ko lang i made the right choice kasi sa forum ng smartbro tadtad din ng unsatisfied customers!!! hais!! Goodluck sakin!!!

harold

OMG, i was planning p nman to switch on pldt mydsl becoz my net ryt now is pain in the ass… im currently using globe broadband… i applied last feb, after 3days it went off.. they say system restoration..it took 3 weeks n no connection ako.. almost evryday me tumtwag puro sila sorry.. until it was restored n daw… but my connection go super slow.. i called & called & they always say PLEASE BARE WITH US… until now its april and still my connection was totally slow… sometimes it has no connection but most of the time like i said super super slow… they were too fast on giving monthly bills(w/o rebates on it) .. sometimes im at the cafe to chat with my love ones abroad becoz of their palpak n services…. i dont know n kung sino s mga net provider ang true…..

ehbu

gagong pldt naghingi sila ng 1,000 down payment para makabit na yung dsl namin,..3 monthz na nakakaraan hangan ngayon di parin nakakabit ang dsl namin, bullshit,.pagkatapos manghingi ng downpaypent di na kami inintindi,… AKO SA NYO,.. WAG NA KAU MAGPAPAKABIT SA PLDT WALA KWENTA….. MABILIS SUMINGIL PERO MAKUPAD SA SERBISYO,….