It looks like my problems with PLDT MyDSL is destined never to end. After persistently following up and calling both their customer service department and the tech guy who installed at my place, they finally found a line that could increase the speed of my connection to the rate that I’m paying for. Without receiving any calls or notices, my DSL got disconnected last Thursday. I called the tech who installed and he told me that he found a line but it’s still deactivated and he had to pull the connection that he initially installed. I asked him when it will be active… and guess what? He told me to call the customer support department of PLDT MyDSL because it’s no longer in his hands. OMGWTFBBQ!? Another 1-month wait? I can’t friggin’ believe this. Find out what happened after I called. Nightmare isn’t over yet.
Inconsistent and Annoying Agents
I called up their customer support Saturday and the guy on the line told me that they can’t help me because they are the tech department, not billing. The agent advised me to call again around 8:00AM the next day to reach their Billing Team. I was very irritated but I decided to remain calm and call again the following morning. I contacted their billing, talked with an agent and explained my situation. Guess what she told me?
OMGWTFBBQ SHE TOLD ME TO CALL THEIR TECH DEP!?
…
Seriously. I wanted to go super saiyan mode and Kamehameha the phone line so that it would reach the PLDT office and blow them all up to kingdom come.
Resisting the urge to go ballistic, I talked to the agent and told her that their tech department told me that I was supposed to contact their team. After a few seconds of awkward silence, she replies and tells me that their billing system is down for upgrades and she can’t access it until Tuesday. I asked her if this means I won’t get any connection ’till Tuesday and she says yes.
OMGWTFBBQ!?!?!?!?! When will this nightmare end? If I was a congressman or senator, I’d launch a full blown inquiry on the service standards of DSL providers in the country. -.-;
Dapat ata gumawa tayo ng PARTY LIST advocating consumer rights in the telecommunications industry.
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Im really feelin that if you we’re congressman or senator, they wouldn’t give you such a hard time… Thats life in the philippines! XD
The bad thing is, with the number of providers I’ve been with, they’re all pretty much the same when it comes to customer care. We’ll just have to pray real hard that the service is indeed reliable and up to spec so we can be spared of high-churn insufficiently-trained agents, and because, after all, our choices are very much limited.
These people should subscribe to their own services methinks, para maranasan nila ang hassle na dinudulot nila sa ibang tao.
Boy am I glad I’m luckier than you are! My bandwidth (which is mostly reliable) is even 50% fatter than the plan that what I’m paying for. Customer Care hell is something I definitely don’t miss!
I feel for you man!
What about trying to go personally to a pldt cst svc ctr? ./grin
“she replies and tells me that their billing system is down for upgrades and she can’t access it until Tuesday” do you believe that?, to my opinion its just an escape goat of that operator? if the system is done she should have already told you that the system is already down, it took her more that 1min to make an excuse of it.
PLDT din ako wauks and i m on plan 999 that is supposed to reach speeds up to 1mbs guess what hnd pa nga pumapalo ng 1mbs the best speed i can get is 0.41mbs its not even half of the promised speed and when i had the chance to talk to a tech guy handling the area cause the modem that pldt provided broke down i asked when will i get the 1mbs speed that was advertised what he said was ” malabo po mangyari yun sir kc residential area po kayo” inside i was going WTF really PLDT sux thats the bottom line and anyone who is reading this post and is thinking about applying for a dsl line from PLDT please just reconsider and look for another isp provider and by the way i m in the makati area
Having that party list would give me a reason to register to vote.
“Dapat ata gumawa tayo ng PARTY LIST advocating consumer rights in the telecommunications industry. ”
I would support this one 100%. Been having problems with Smart Bro for 3 weeks now(hindi exag). Three weeks of calling their support hotline every night.
Every time I call, it’s the same thing over and over again. They’ll just tell you to monitor the connection for 24 hours.
I support the party list, I for one waited for 4 months bago na install DSL ko. Go wauks, spearhead mo na hahaha
LOL LOL LOL LOL! I play WOW and having anything less than a 1mbps connection in a 25-man raid is just not acceptable. I had to harass PLDT for a year though before I got a stable connection. Now I’m usually in the 1mbps download and 0.4mbps upload category on the plan 1mbps.
Try asking them for a rebate for all the downtime or less than advertised internet performance that you receive. It’s just a matter of a few pesos, but it helps get the poin across. Imagine if a thousand simultaneous users demanded for a refund of 30 pesos for one day’s worth of downtime…
lol~ just the same as LU Cust Care.. its all the same..
If you go to a pldt office, papipilahin ka nila ng isang oras. AFter that, sasabihan ka na tumawag ka sa 171 para i-report ang problem mo. Perosnal experience ko iyan.
KALOKAH TALAGA!
Meron na dating nagsagawa nyan kelangan lang talaga ang mag report at mag reklamo. Dati nung smart bro(ken) pa aq lahat kami sa forum ng smart broken nag email kami ng complaint sa dti at ntc flood talaga dapat. Amf inhuman justice na nangyayari talaga jan.
Funny.. I’ve been getting 1mbps speeds from SmartBRO. Wow.. Just wow.
Fuck man! Ganyan din ako. Over a year ko na followup billing issues ko. Ni isang buwan hindi masisira internet ko ng mahigit sa sampung araw or even worse.
Balik balik ako sa 171 at sa offices nila. Ganun din.
Eto number daw ni mr. senior manager. Tawag ako. Isang Linggo na. Nasa meeting daw palagi.
Pucha talaga sila. Bilis magputol. Tagal naman sa biling issues. Ilan na kayang tao inaway ko sa offices nila. Yung sekyu sa pldt tayuman kilala na ata ako.
Hostage ko kaya yung buong tayuman offices. Para lang sa biling issue gagawa pa ako ng gulo.
I like my country pero customer services is getting on the top list of people to kill. Pag siguro naging presidente ako, unang order is to ban customer services. Pasgagutin ko dyan presidente ng pldt sa mga customer complaints.
HAHAHAAHA…
How I wish
PLDT DSL service sucks! But that can be expected from a relative monopoly. Life in the Philippines… sigh
pucha tlaga yang pldt na yan, connection namin is 2 mbps, 2,600 monthly bill, nagreklamo ako sunday evening sabi papupuntahan lang, come sunday morning wala parin, tumakas ako sa trabaho pra pumunta sa office nila, waited for an hour, nung turn ko na tinawagan lang ang 172 tsaka binigay sa akin fon pra kausapin ko raw, bwesit!! may fon naman kami sa bahay, prang pumunta lang ako dun pra makigamit ng telepono.. hanggang ngaun wala parin pumupunta, busy sa trabaho singit2 lang follow-up, naiinis na ako, d rin pwede i boycott pldt kasi cla pnka mgandang isp d2 sa pinas kaso ang bobo ng costumer support nila
Well presently PLDT lines are working in Quezon City but BayanDSL is totally down for 5 days already….(not locally)
If you call or email them…they say they forward the complaint but nothings happends in the mean time, so no matter what you choose they all have a crap service when u need it !!
We’re on the same boat buddy.
Below are some excerpt findings of the British Office of Communications (Offcom) in a research of DSL performance in the UK (80% of broadband are DSL customers). It’s quite thorough (a good 50 pages) for an initial report. I’d like to see something of a kind by our own agencies here (if they are competent enough or care enough).
You will see from from this report how we are not alone in our DSL woes. UK customers get only 49% of the average advertized speed! Download this eye-opening report from http://www.ofcom.org.uk/research/telecoms/…/bbspeed…/bbspeed_jan09.pdf and be a more informed, albeit disgruntled, DSL consumer.
The Offcom report also explains (see excerpt 4.6 below) how DSL speed degrades with copper wire length. Granted, is it not incumbent on the ISP to fine-tune a customer’s line throughput so that the net speed comes out as advertized? If for example my line is only 50% efficient because of my distance from the exchange office, shouldn’t PLDT adjust the speed on their side to 2 Mbps to live up to the advertized 1 Mbps? Of course they should!
If I’m getting only 80% of the advertized 1 Mbps at my end of the line, then PLDT should give out 1.25 Mbps at their end to make up for the overhead. The bottom line is the speed needs to be fine-tuned on a per-customer basis to ensure that he gets the net speed as advertized. Look at Meralco — they make adjustments for line losses to ensure customers get the 230 volts nominal as advertised (they’re not perfect but at least they try).
Now you don’t need any more arithmetic than this to come at a reasonable solution. But does arithmetic hold in PLDT? Maybe not!
Excerpt from http://www.ofcom.org.uk/research/telecoms/…/bbspeed…/bbspeed_jan09.pdf
Findings
1.6 The average speed (or more precisely the actual throughput download speed) received by panel members was 3.6Mbit/s in the 30 days from 23 October 2008. As we have weighted our panel carefully to reflect UK demographics, the market share of the leading ISPs and the distribution of headline speeds, our results offer a true reflection of the average speed experienced by UK consumers during this time.
1.7 This represents 49% of the average ‘headline’ speed (7.2Mbit/s) and 83% of the average maximum line speed (4.3Mbit/s)*. Consumers on the most popular broadband headline speed package (‘up to’ 8Mbit/s) received an average actual throughput speed of 3.6Mbit/s (45% of headline speed), and they had an average maximum line speed of 4.5Mbit/s (56% of headline speed).
* The ‘headline’ speed is the download speed at which an internet service is advertised. The ‘maximum’ speed represents the highest speed that the line is capable of, defined in this research by the highest speed ever achieved in the 30 days of data collection. See the Glossary for fuller definitions.
1.8 Speeds varied considerably between consumers: one in five people on an ‘up to’ 8Mbit/s package receive an average speed of less than 2Mbit/s.
1.13 Overall dissatisfaction with broadband is higher among rural users (12%) than among urban users (7%). This may be because they tend to receive slower speeds; rural consumers on ‘up to’ 8Mbit/s packages received average speeds 13% lower than their urban counterparts.
1.14 Much of this difference is likely to be explained by speed degradation among DSL connections caused by the fact that rural customers typically live further from their nearest exchange and therefore have, on average, a longer line length from the exchange to the premises. (Around 80% of UK broadband connections are DSL, whereby broadband is delivered via the copper telephone wire; and a characteristic of DSL broadband, in contrast to cable broadband, is that speeds degrade significantly with the length of the line).
1.15 Speeds vary significantly by time of day, generally becoming slower in the evenings. Across the UK, speeds were slowest between 5pm and 6pm on Sunday, indicating that this is when domestic use of the internet is at its highest. We found that for consumers on ‘up to’ 8Mbit/s packages average throughput speeds at the evening peak evening hours are over 30% slower than average throughput speeds during the off-peak hours of between 4am and 7am.
Why broadband speeds vary
4.6 As it is a characteristic of DSL broadband that speeds degrade with the length of the copper wire between the exchange and the consumer’s premises, it is not possible for most customers to receive the headline speed of their package. Instead, the maximum speed available to customers with DSL broadband varies according to the length of the line between them and their telephone exchange5; this maximum line speed is often known as the ‘access line speed’. Figure 4.4 is a theoretical depiction of how DSL speeds vary with length of line from exchange.
Oops! My original link doesn’t work. Here’s the fix:
http://www.ofcom.org.uk/research/telecoms/reports/bbspeed_jan09/
My dad’s a congressman and we still get sucky service. Walang pinipili ang PLDT. I hate them.
I’ve been having shitty days with my connection for about 2 months now. They come they check they cut and reconnect cables and still there is no solution for my freaking problem.
The case is this;
I’m playing COD 4 in our server based in Singapore for about 2 years now, before I am getting at least 70ms and max 120ms if we are having server issues. After ONDOY ravaged our country my ping was with minimum of 120ms, they came and fixed it. Okay stable with 120ms, I can still take it but there it began the hellish latency issues. For 2 months I’ve been getting 200ms minimum, and recently I’ve talked to a tech I think and I explained that I’m getting 80ms ping for a year now and also why are my friends getting 80ms while I am getting hellish 200+ms? I explained also that we are both PLDT users and they had the same issue as mine before and now the connection was restored. Guess what the tech said “Sir hindi na po dapat ganyan, ang threshold lang po natin eh sa Makati. Hindi na po namin sagot yan. ” I explained also that even google.com I’ve been getting 300+ms for response time, which is not happening before. And again I explained the situation and gave my point that this not what I am getting before and also our server is not a cheap server. They can talk to fragnetics in Singapore and tell Fragnetics (who’s been hosting game servers for years now) that their ISP sucks. The tech even said ” baka naman madami nakaconnect sa server niyo at lag” . I almost said to him that I AM NOT PLAYING AN MMORPG I am playing an FPS game. I was playing online when the tech called and I am currently seeing other PLDT user’s latency that I am having the worse.
I forgot to mentioned that at the end of the call which the tech who called cannot answer my questions and give a solution just said “bahala ka na nga kayo” in a tone which I did not like. Right now I am talking to an agent and asking who the hell called me and I am asking now for the person to be reprimanded.
Pwede na ba ireklamo sa XXX o sa Imbestigador o kaya kay Tulfo. Gustong gusto kong makitang bumagsak ang PLDT.
Isang kaasar pa sa PLDT, ung tech guy na pumunta samin ang NOOB. tech support pero hindi alam ung gagawin, panay tingin sa manual tapos halata sa muka na hesitant sa ginagawa. Hindi nga nya ma check kung active ung I.P. ko eh kung hindi ko pa ituturo. Ang ginawa lang nya, is tumawag rin sa phone at nagtatanong kung ano gagawin. In the end ang ginawa lng nya, nagkabit ng bagong Modem(anyone can do that), at tumawag sa PLDT to activate my account
Grabe….. amf tlga tong PLDT…. tas may naririnig pa akong news na nag CaCap sila ng internet speeds….. so pag nakadownload ka daw ng 5GB e babagal daw ang internet speed mo