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1.2

Last month we requested our speed to be corrected from 10mbps to 20mbps since we are paying 2899 pesos per month. After few days, we were shocked that our internet speed dropped from 9-10mbps to only around 500kbps.

We checked @***.168.1.1 and our account/modem was modified to get only up to 959kbps download speed and 638kbps upload speed. We called the hotline and they said that they are going to process the resolution for the issue since we are sure that the problem is not with our physical connections/outage/modem. We tried calling them again after 3days since there was no improvement and we are really so frustrated specially that internet is already a necessity for our business transactions and often times it is our way to communicate with our families here and abroad. My 1 yr daughter gets fussy everytime the video freezes and if it is playing, pictures on our smart tv are blurry and there's delay with the sound.

After another week with no improvement, though it's very inconvenient to visit the PLDT office, we decided to go there hoping that the issue will be address but, still no resolution. The representative told us to expect a phone call after few days but we did not receive a call from them so we tried to reach PLDT through there facebook account but still they disregard our follow ups. It was only last week that they called and told my husband that they will review the account since the request to correct the speed to 20mbps was already completed and according to the representative no issue was seen on the account. It's obvious that something is wrong.

We won't waste our time calling, sending emails, submitting trouble tickets, and visiting the office. We requested to expedite our request because our business is already affected and we are having difficulty in communicating with our friends and relatives abroad but they did not make any effort to solve the issue. I'm sure that it was the technical support representative incharge for activations/account set up who made a mistake of setting it to 959kbps. It's so frustrating that we are paying on time but getting this poor service.

It's a very lame reason to say that they lack manpower since PLDT is a big company and should always have a business continuity plan. We, customers are providing for there company.

The salaries they provide for there employees, the taxes they pay are from us. Part of the food that the owners eat are from us so it's really unfair to experience this kind of service and still paying in full every month.

Reason of review: Not as described/ advertised.

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