LETTER OF COMPLA COMPLA INT THRU: ELRE V. GALO, CPA
OIC-NTC REGION IX NATIONAL TELECOMMUNICATIONS COMMUNICATION
CABATANGAN HILLS, ZAMBOANGA CITY
COMPLAINEE: PLDT SAL ES & SERVICE SERVICE CENTER
Smart Retail Store, Ground. Floor, Cecilia Arcade Bldg., Rizal Avenue, Pagadian City
I would like to file a formal complaint with the PLDT Company. I am experiencing a very slow internet connection with only 3-4MBPS when I should be getting 20MBPS download speed at our residence. I have visited their office for 4 times and had follow-ups thru their the ir hotline. After almost 3 months since the connection was installed and regular complaints and follow-ups, I still experience the same problem. I would also like to complaint for our Company internet connection as it is also experiencing a very slow speed especially during office hou rs.
TIMELINE: Octo ber 5, 2017 2017 -
The internet connection was installed. Since the first day, I already noticed a very slow connection. SPEEDTEST.NET Results shows only 3-4MBPS when it should be 20MBPS. Octo ber 11, 2017 -
I visited their office and asked for for a technician (TICKET (TICKET # 23410092). I explained to them that I was experiencing a bad connection.
Octo ber 19, 2017 -
After 2 weeks of waiting for for their assistance, I called their hotline and I was was very disappointed that my complaint closed/terminated without even confirming with me. I asked the attendant to re-open the complaint as the problem was unresolved.
visited their office. office. I was December 1, 2017 - There were still no action from PLDT company so I visited so mad at them as they kept me waiting and that they just closed the complaint without even confirming with me. They opened me another ticket (TICKET # 24055154).
When I arrived home, a PLDT personnel called and instructed me to simply turn off and on the modem. Surprisingly I got the 20MPBS speed after, ho wever I clearly instructed the personnel to call me back the next day to confirm with me if the speed will stay as it should. Unfortunately, the speed came back to 3-4MPBS the next day and nobody called. December 12, 2017 - They closed the ticket complaint without co nfirming with me. December 20, 2017 - I visited their office and was madly complaining about their very poor
service. I raised my voice as they have not attended my complaint for almost 3 months. They opened another ticket (TICKET # 24275465). I also opened a complaint for our Company internet connection as we are experience a very slow connection especially during office hours which is most important for us (TICKET # 24277645). SPEEDTEST.NET Results shows only 1.45MBS 12/20/2017 4PM. It is far from 50MBPS that we pay for.
PLDT ACCOUNT:
Residence Account Number: 0260522671
20MBPS
Edmario S. Revelo
Office Account Number:
50MBPS
ESR Construction & Dev Corp
0260668900
COMPLAINANT:
ENGR. JOEMAR N. REVELO
Chief Operations Officer
[email protected] +63 917 5399949 ESR CONSTRUCTOIN & DEVELOPMENT CORPORATION
National Highway, Tiguma, Pagadian City, Zamboanga del Sur
