PLDT MyDSL: YOU GUYS SUCK!
I’ve had it with PLDT. I sent them an email a while ago. I believe it served my purpose well, if my purpose was to let them know how it feels like to have bad service.
This is a message of complaint for unsatisfactory service which was possibly caused by neglect.
I’ve had no qualms against the service PLDT has been providing me. I always enjoyed the services and the response of your company in a short period of time. However, since this year started, I’m afraid I have become unsatisfied as opposed to the service given to me last year.
We’ve availed of Plan 888 (whatever the service is called) because we wanted to test the DSL capabilities of PLDT. Last year, I was considering on having this service upgraded to at least Plan 1299 but I’m afraid a series of (unsatisfactory) events have made me think twice of your capabilities to define “care” in your customer care policy.
Lately, I’ve been calling your 171 hotline for repeated complaints about internet disconnection and drastic reduction of internet speed. I’ve called so many times that I’ve practically lost count and I’m afraid I’ll have an unwanted migraine should I try to remember.
It all started when I ping’d my connection and saw that streams of “Request timed out” and “Destination host unreachable” have become frequent a few months back. This would then disable my connection from as short as a few seconds to at least 10 minutes.
It was very frustrating. I’d often lose connection with people I converse with on the internet. Sometimes, this would occur when my thesis mates and I are all online for a report discussion and I would suddenly disappear from the chat room. You have no idea how many reports I almost lost because of this problem. I almost never passed my thesis because of this stupid problem. I have PLDT to thank for that. I called this in and they fixed it in a matter of days…or so I thought.
The problem persisted 1 DAY after you “fixed” it. I called again and the connection went back up. Then, as if a ghost was playing jokes on me, the problem came back. This little yet annoying and very frustrating cycle went on and on until March. I stopped calling this little problem in since it was quite bearable even though I’d lose connection for about 10 minutes every hour or every 30 minutes. My download speeds were still okay up to this point.
But since Late March and until now, I have to say that I’m paying 888 for a dial-up connection. The repeated “disconnection” problem was sort of fixed (the problem persisted much less compared to before) but my download speed was reduced to 1/4 of normal.
I had at least 20 Kbps download speed and took me less than 5 minutes to download a 5-6 MB file. Now, my download speed is (at most) 5 Kbps and it would take me around 30 minutes to download the same size of files. Mind you, if it weren’t for the still persisting (again, not as much as before) disconnection problem, the time it would take me to download the same file size now would be around 20 minutes. Don’t smile yet. 5 MB for 20 minutes = dial-up. I’m clearly paying 888 for a dial-up connection. Can you imagine taking a full hour to watch a 10 minute Youtube video? You can’t. Why? Because you don’t experience such annoyance and neglect of service. You know what else?It would take me 30 minutes to open Yahoo or Google. If that’s not annoying I don’t know what is.
For the past month or so, I’ve called and complained about this new annoyance. I’ve done everything your agents on the phone told me to do:
1. Turn the modem off for 5-10 minutes then restart.
2. Restart the computer.
3. Have the modem turned on for 24 hours for technical service to diagnose my problem.
One of your operators called me to say that she checked the network between me and PLDT and said it was fine. She told me that my connection is about 52 kbps. 52 kbps? I thought I was paying for a lot more! P888.00 for 52 kbps? That’s only 10 kbps more than dial-up. You know what she told me after? She told me that I should just upgrade since they had the service reduced.
YOU REDUCED MY SERVICE WITHOUT NOTIFYING ME.
Even if you did notify me (God knows how that escaped my eyes), WHY would you even DO THAT? I’m a paying customer and I should get what I pay for.
You know what that sounded like? It sounded like you significantly reduced my internet speed so that I WOULD HAVE TO UPGRADE.
They even sent this guy a couple of times (probably some engineer) to see the problem and I honestly don’t know what to say about that technical representative. I asked the possible reasons on why this crap is happening to my life. All in all he said that THERE WAS NO PROBLEM FROM MY CONNECTION with regards to the connections in the house; that the PROBLEMS WERE FROM PLDT itself.
Here’s a summary of what he actually told me. His answers, I believe, deserve your attention for hiring idiots like him and sending them to very irate customers. He told me the following on different occasions:
1. Modem was overheating.
2. A card needs to be reset at the office.
3. The weather was too hot.
4. I was using the internet too much.
5. (This one really pissed me) PLDT refuses to fix the problem because the speed is DIAL-UP.
Numbers 1-4 couldn’t be anymore stupid so I shrugged them off and pretended that I was stupid enough to agree with whatever he has to say. Number 5, however, really did it.
The speed is now dial-up? Can you please confirm this? You people REFUSE to fix the problem? And he even told me that everyone else around the area were using higher speeds and we’re the only ones with the slowest connection. So what? What has that got to do with the problem I’m very angry about right now?
This situation seems to be forcing us to upgrade. Would you force your customers to do something they don’t want? As I said above, I’ve been planning on upgrading for some time now but seeing that you can’t even fix a little problem like this, I have to say I have doubts on whether I should still be catering to your services. Oh, keep in mind that the operator on the phone and the technical representative told me that my connection is perfectly okay so the problem is really from you.
If there was one more thing that I’m also getting fed-up from is the fact that I’m paying so much for so little. P888.00 for a 20-minute download of a 5 MB file. I’m sorry but I’m afraid even idiots know what I’m paying for is a waste of money.
I have to tell you, I am so sick of calling that 171 hotline. I’ve wasted so much time trying to make you guys do your job. It appears that whoever is in charge last year was better. Either that or the guy’s dead and you guys don’t even know it.
All I’m asking is for you to bring my connection to the way it was before. I just want to get what I’m paying for. I want my connection to be just like last year’s. I don’t know what fucked up problem you guys went through since 2010 started but I am telling you that I am having none of it.
Also, how would I be billed? Would I still be billed as if I’m paying for a fast connection? Because I’m not getting any speed at all.
From ******, a VERY tired and irritated customer.
This email took me 40 minutes before I could actually SEND it.
PS: What’s not seen are my account details to let them know this is coming from someone who’s willing to sue them for denial of service.