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PLDT myDSL bureaucracy sucks big time

Yeah, you heard it right. I used to like PLDT (Philippine Long Distance Telephone company) when it comes to basic telephone services. But with PLDT myDSL (their overly hyped DSL service), wow – it’s a shame if I even call it a service.

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pldt

Too good to be true?

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If you’d like to verify my qualms about this business titan of ISPs in the Philippines, go check out the hordes of discontented and frustrated clients for myDSL from the Petition Online site. The petition header reads, “We endorse the A complaint to PLDT Petition to Philippine Long Distance Telephone Company (PLDT).” As I presently finish this article there are currently 851 signatures (probably those who are only aware of this petition including myself) and counting. Further below the header it states, “The A complaint to PLDT Petition to Philippine Long Distance Telephone Company (PLDT) was created by and written by Isamu Shinozaki (isamu@urithium.net). The petition is hosted here at www.PetitionOnline.com as a public service. There is no endorsement of this petition, express or implied, by Artifice, Inc. or our sponsors. For technical support please use our simple Petition Help form.”

I for one had so much confidence in PLDT before I even engaged to acquire of their ISP service. I am actually a satisfied customer of Globe Broadband and Smart Bro, I never had any issues with them both with the billing nor the technical matters. I am an owner of a chain of Computer Cafes here in Metro Manila so I would definitely know what a reputable service from an ISP means. Even heard of that free PC for the Entrepreneur package? And you see those celebrities like Ogie and Marvin praising myDSL service for their business success story. Right. I dare say those endorsements doesn’t truthfully reveal what’s real and what’s not.

In my two cafe’s I tried the myDSL entrepreneur package which states you’ll be receiving a Free PC and heck both of my outlets never received even a PC accessory for more than 7 months. Big time hoax I say. You try to call billing, tech support and customer service and they give you the same scripted story, “we’re trying our best to give you your free PC but we’re out of stock please wait for a month and we’ll have it delivered right to your doorstep. We’d even upgrade it to a laptop from desktop, you just have to add..”. There’s even this one time that they called my cafe and said, “your free PC is ready please drop-by in our office and get your package today”. Guess what, when I came to their branch I was told that it was a mistake, I fumed over at their store manager and I was pointed to another branch and there my PC awaits. I came over to the guilty office and there I was told by the supervisor that the PC is somewhat defective and I’ll have to wait for a month for a new unit. See what I’m saying here?

If that was over the top, I was still composed even if I waited for consecutive months for cancerous lies and promises. What turned me overboard was the intermittent online connection for a period of one week in a month for the span of six months. It was too much for a computer cafe to bear. It doesn’t matter if you get a refund, the sales loss in my businesses were too big not worth of comparison. What’s the next move? Try some other ISP and get that true service which you deserve as a paying client. You might just be out of luck if your area is not yet covered by the other ISPs.

Maybe PLDT is doing its’ own share of service. And maybe it’s just bureaucracy in this giant corporation which betray its’ consumers trust. Probably just a few rogue engineers or managers. Now if PLDT doesn’t fix-up its own ranks, maybe just maybe – we might see a big shift in consumer loyalty to a better ISP service. Better change now than be sorry later.

Note: Here’s a link of those people not happy with the current state of PLDT service. I for one am leaving myself open for a reply from PLDT, if they’d like to clarify things or express their reaction over this matter.

LINK 1

LINK 2

LINK 3

LINK 4

LINK 5

LINK 6

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2 Responses

  1. Hey guys. I just wanted to share my experience with PLDT and how to deal with them. I have been dealing with PLDT personnels for almost a year now regarding my DSL connection and plan. I am subscribed to their Professional Plan (Plan 3000). By then, when I applied for it, they offered a speed of up to 5Mbps. Take note – 5 Mbps. After signing up for this plan, about 2 months later, they changed it to Plan 3000 to a speed of up to 3 Mbps.

    Before I applied for that plan, I specifically asked them the difference of the 3 different plans they offer – Plan 999, 1995 and 3000. They said that each of them has a different speed levels which is “up to” 1 Mbps for the plan 999, 2 Mbps for plan 1995 and 3Mbps for plan 3000. But take note of the words “up to”. I told them that I don’t care about the maximum speed they can deliver but what my concern is the “minimum guaranteed speed” that each plan offers because that what makes it differs from each of the plans.

    So, the person in charge and another person from manila and another from cebu told me that the minimum guaranteed speed that I should be getting is 70% of the plan signed up for and an average of 80% speed all through out if my location is or about 1 KM from the port.

    Luckily for me, I am within 1 KM from the PLDT central office from which my DSL is connected. Unfortunately, with the plan that I signed up for, they can only deliver of less than 1.5 Mbps (test taken from the PLDT play which they have currently overhauled to give the “accurate” speed)which is still far below the 3.5 Mbps guaranteed speed.

    But before this scenario, the pldt play and the speedtest.net singapore sever registered a very high output for my speed which ranged from 4 Mbps to 6 Mbps even if my connection was very slow. I could tell that my connection was slow due to the video(s) in youtube, ebaumsworld, etc. that they keep on buffering. (Don’t get me wrong, I have a little program running if i browse the net and I have a fast speed computer with dual core 64 bit processor and 2 GB memory.) And to some of my test sites in which I have a benchmark of the speed every hour, (like testmy.net, 2wire.com, etc.) they show a very consistent speed. During peak hours, the testmy.net and 2wire.com show speed that’s almost consistent with my browsing but PLDT play and speedtest.net singapore sever shows a different story otherwise. No matter what time of day, PLDT play and singapore server showed a consistent of 4 Mbps – 6 Mbps speed. But that has changed all now. Singapore server and PLDT play is quite consistent with the testmy.net results.

    Enough for that, if you have complains about your DSL, make sure you know the terms or computer lingos or have somebody who knows computer very well to talk to the PLDT “network engineers”. You should demand that you need an “engineer” to fix your problem and not a “trained technician” of PLDT. A lot of their trained technicians don’t really know what they are doing. They will just give you “alibis” to satisfy you or give explanations which is actually not related to the problem you might be experiencing. You, as a subscriber and don’t know much about the networking, you tend to just accept their alibis. And in most cases, if the problem persists, what most of the technicians do is just tell you to reset your modem, turn off your computer or simply they will just reset the port of connection where your DSL is connected. You have to bear in mind though, that any resetting WILL ONLY SOLVE THE PROBLEM “TEMPORARILY”. If the problem is in the connection or the hardware or software which is most likely, the problem will still persist over time. The engineers should locate the real cause of the problem and fix it – not patch it by just pressing the reset button or powering down your system.

    Another thing, if you call their 171 or 172 support, be sure to log every phone calls you make. Make a spreed sheet that logs your call – date and time of call, agent you talk to, nature of call, comment regarding the call, etc. This is very helpful for future reference especially if you apply for a rebate.

    According to PLDT that they don’t issue rebate if the problem did not last longer than 24 hours. But this is a very bad practice. You as a paying customer, you should demand for a rebate regardless you were down for 1 hour, 2 hours or whatever – as long as you have a service interruption. Let us put this into logic, if they don’t give rebates to customers to a problem that did not persist for more than 24 hours, then they can interrupt their service for 23 hours a day and give you only 1 hour of service daily. Will it be fair enough for you especially if you are paying the full amount every month? The amount you are paying every month for your DSL service should be uninterrupted service for 24/7.

    You should call the 171-53 (log your call again) and apply for a rebate. If you have slow connection, complain and ask for rebates too. Tell the PLDT that you are not getting the service you are paying for.

    I hope every one will do what I am suggesting and advising. I need every one to do their share so at least PLDT will improve their service. Right now, I am getting a regular/monthly rebate of more than P2000 until they fix the problem.

    Hope this information will help you all.

  2. What the hell? The free PC promise was nothing but a lie — Is this true? Damn PLDT, then. Fortunately, their not the only ISP in the Philippines.

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