Installs and Aftersales

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. 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 file your report in this link.

If you have issues with your internet/landline connection or would like to follow up an existing service request, you may reach out to our official Customer Care channels found at www.pldthome.com/contact.

I saw your advisory in Facebook about erring contractors. I don’t have internet and/or landline connection right now. Am I affected by this?

For your internet or landline concern, please download our PLDT Home User Guide to learn basic troubleshooting. If this did not resolve your issue, please reach out to our official Customer Care channels below so we can create a repair ticket for you.

If you have confirmed or have personally experienced that your loss of service is due to port transfers, please tell us about your experience by filling out our Complaints Form.

My application has been pending and was advised that there are no free ports in my area. Do I need to pay to get prioritized?

No, we do not require our customers to pay any additional fees to get prioritized for installation. We are sorry that it is taking longer than usual for us to get you connected. To know the status of your application, please call our Hotline by dialing 171 or online through our official social media accounts or download the myPLDT Smart app from Google Play or App Store.

If you have been approached by a PLDT contractor to pay for faster installation, please tell us about your experience by filling out our Install Complaints Form.

Someone I know, or I have personally been approached, or witnessed a technician soliciting payment for faster installation and repair. What do I do?

We do not tolerate such activities. These are clearly improper and will be dealt with accordingly. If you have been approached by a PLDT technician or contractor to pay for faster installation or repair, please tell us about your experience by filling out our Install Complaints Form.

How will I know if the technician or contractor I am dealing with is legitimate?

You may require the technician or contractor to show you their ID so you may get their names and other identification details. We advise our customers and the public to deal only and directly with PLDT business offices, digital channels and authorized representatives.

If you think you have dealt with an unauthorized technician/contractor, please tell us about your experience by filling out our Install Complaints Form.

I have concerns about the technician’s behavior and professionalism. Where do I report these concerns?

We apologize about the experience you had with our technicians/contractors. Please tell us about your experience by filling out our Install Complaints Form.

Will my personal information be provided to the technician or contractor I am reporting?

No, we value your privacy and commit to keeping your information safe. You may read about our Data Privacy Policy in PLDT Data Privacy Policy.

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