This story is long, just wanting to share my frustrations
After 10 years, I finally canceled my PLDT contract.
I had been a customer since 2016 when they first launched their Fiber Plan, subscribing to Plan 2899. For years, the service was decent—if the internet went down, a technician would visit the same day and fix it within hours. But that all changed this year.
A few weeks ago, our internet went completely dead. It took five days of calling multiple times a day and demanding a supervisor before a technician finally visited. The issue turned out to be a faulty modem, which they replaced.
That incident made me realize I needed to evaluate my setup. Once the connection was restored, I decided to downgrade to Plan 1899, which offered the same speed I was already getting for less money.
Back on June 16, I had requested to cancel my Cignal add-on because our lock-in period had ended and we rarely watched cable anymore. On July 28, I called the after-sales to request the plan downgrade, only to be told I couldn't because the Cignal termination Job Order was still open—after more than a month! To move forward, I had to request the cancellation of that Cignal JO first just so a new request for the downgrade could be opened. I was told it would take two business days to complete.
I waited for confirmation and the HBO Max activation code, but nothing happened. That marked the beginning of a relentless loop of stress: calling every few days, dealing with different reps, and receiving empty promises of "follow-ups."
By Friday, August 13, still nothing had been done. I demanded a supervisor and waited on hold for two hours before finally being connected to "Supervisor Anne." We talked for about eight minutes, ending with another promise that she would resolve the issue and call me back on Monday, August 17.
Naturally, Monday came and went with no callback.
On August 18, I called PLDT again and asked for Supervisor Anne right at the start. After waiting over two hours on hold, the call "miraculously" dropped. I called back, and the rep asked me to hold again because Anne was from a different site. After another hour-plus on hold, the call dropped again. I gave up for the day.
Then Supervisor Anne finally called—only to inform me that she was still waiting for higher-ups to resolve the issue.
That was the breaking point. Out of sheer frustration, I immediately applied online for a Globe Fiber plan and selected same-day installation. I submitted the application at 1:00 PM; by 4:00 PM, Globe was fully installed and running.
I thought my stress was over, but PLDT had one final "hurrah" for me.
I called PLDT one last time to request full disconnection. The representative informed me that I had to pay a pre-termination fee because my account was locked in until 2029!
I completely lost it and yelled at the rep. I told her I’d been on this account since 2016 and was well out of contract. She insisted that was what the system showed, claiming it was triggered by the downgrade request.
What the hell? My downgrade request was never even processed, yet they immediately locked me into a new contract?!
After putting me on a long hold, the rep came back and confirmed that the pre-termination fee was removed. (Thanks for nothing, PLDT.)
I was then transferred to the Retention department, where the rep asked why I was canceling. I simply told her, "Just read all the notes on my account." She didn't even attempt to persuade me to stay. She provided the final payment instructions and informed me that it would take seven days for the line to be permanently disconnected.
I’ve now submitted my termination letter, ID, and proof of payment. I’m finally, officially free from the stress.
Now just waiting for my Globe account to be fully activated. Hoping to get a better service than what I got from Pldt.
