PLDT assures probe on contractors disconnecting Fibr customers for new applicants

MANILA, Philippines — PLDT Inc. has assured its customers that it is investigating allegations that some of the company’s contractors have disconnected existing Fibr customers to free up ports for pending applications.

PLDT said in a post on its Twitter account on Thursday, such activities are not tolerated by the company.

The Fibr plan is the company’s top of the line offering for fixed broadband services.

“We have received reports of contractors disconnecting PLDT Fibr customers in order to free up ports for pending Fibr applications.  Such activities are clearly improper and will not be tolerated,” the company said in its tweet.

“Our network and legal teams are currently investigating these reports and will take the necessary actions against erring contractors.  If you have experienced anything like this, please send an e-mail to [email protected],” it added.

We are currently investigating reports of erring contractors. Please see advisory below. pic.twitter.com/nkazKI8M2H

— PLDT Inc. (@pldt) August 13, 2020

Recent weeks have seen a surge in complaints about internet connectivity, which can also be attributed to the high usage rate as workers shift to a work-from-home scheme, students adapt to distance learning methods, and most individuals are restricted at home due to the COVID-19 pandemic.

The internet issue has ballooned to the point that it was a key topic in President Rodrigo Duterte’s State of the Nation Address last July 27, warning telecommunications company of possible expropriation if services do not improve by end of December.

Before Duterte’s warning, students and teachers alike posted various complaints about slow internet speeds — in one instance, teachers in Davao de Oro were forced to camp by the roadside to await a strong data connection.

On the PLDT Inc.’s Twitter post, several customers aired their concerns about slow connection speeds, or the lack thereof.  Some complained of low internet speeds despite availing for the company’s fiber-optic plans.

“Ayusin nyo muna yung service nyo. Nagbabayad ako ng plan 1699 na dapat 15mbps ang speed ng net namin pero ganyan lang nakukuha namin,” a Twitter user said.

(Fix your services first.  I am paying for a plan that costs P1,699 which should give me 15 Mbps of internet speed but look at what we are getting.)

Ayusin nyo muna yung service nyo. Nagbanayad ako ng plan 1699 na dapat 15mbps ang speed ng net namin pero ganyan lang nakukuha namin. pic.twitter.com/6XZ8jFiMlY

— Anne (@annemangalino1) August 13, 2020

“Restore niyo lang internet namin utang na loob. That’s all we, the dissatisfied customers, ask of you. Pag ba may results na yung investigation niyo, will you impose a penalty to compensate lahat ng na-inconvenience?” another asked.

(Please just restore our internet.  That’s all we, the dissatisfied customers, ask of you. If the results of the investigation come out, would you impose a self-penalty to compensate all of those who were inconvenienced?)

Restore niyo lang internet namin utang na loob. That's all we, the dissatisfied customers, ask of you. Pag ba may results na yung investigation niyo, will you impose a penalty to compensate lahat ng na-inconvenience?

— Aina L. Rosales (@ainakakaloka) August 13, 2020