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.
FREQUENTLY ASKED QUESTIONS:
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.
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.
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.
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.
We apologize about the experience you had with our technicians/contractors. Please tell us about your experience by filling out our Install Complaints Form.
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.
The service fee for transfer of line is P1,100.00 (vat inclusive)
The transfer of line will take five (5) calendar days once the service order is issued
To request for transfer of line, you may call our Hotline by dialing 171 or reach out through our Facebook and Twitter pages. You may also visit the nearest PLDT Sales and Service Center. Click here to know more about how to contact us.
The customer-on-record should request for the transfer of line. You may just submit a copy of 1 government-issued valid ID. If thru representative, send us the scanned copies of authorization letter, 1 valid ID of both parties and a signed Subscription Certificate.
Your lock-in period will be refreshed to 24 months upon transfer.
To upgrade your Fibr plan, you may call our Hotline by dialing 171 or reach out through our Facebook and Twitter pages. You may also visit the nearest PLDT Sales and Service Center. Click here to know more about how to contact us.
Upgrade to new Fibr plan is free.
To upgrade your DSL plan, you may call our Hotline by dialing 171 or reach out through our Facebook and Twitter pages. You may also visit the nearest PLDT Sales and Service Center. Click here to know more about how to contact us.
Upgrade of DSL plan is free.
Processing time of upgrade is within 48 hours upon issuance of service order.
The customer-on-record should request for the upgrade. You may just submit a copy of 1 government-issued valid ID. If thru representative, send us the scanned copies of authorization letter, 1 valid ID of both parties and a signed Subscription Certificate.
If you are the account holder, please submit 1 valid ID (Government issued). If the subscriber on record is not available, just send the letter of authorization and 1 valid ID of both parties.
Yes. If outside lock-in period, downgrade fee of Php500.00, VAT-inclusive will be charged to your next bill after the completion of downgrade. If within lock-in period, a pre-termination fee equivalent to 3 monthly service fees plus Php500.00, VAT-inclusive downgrade fee will be charged.
Your downgrade request will be processed within 24- 48 hours upon service order issuance
No, your lock-in will refresh following your new plan.
To request for change of telephone number, you may call our Hotline by dialing 171 or reach out through our Facebook and Twitter pages. You may also visit the nearest PLDT Sales and Service Center. Click here to know more about how to contact us.
The customer-on-record should request for the transfer of line. You may just submit a copy of 1 government-issued valid ID. If thru representative, send us the scanned copies of authorization letter, 1 valid ID of both parties and a signed Subscription Certificate.
Yes. Service fee of Php300.00 will be charged in your next bill after the completion of your request.
Processing time is within 48 hours upon issuance of service order.
Your new telephone number will be provided upon your request.
There are two types of transfer of ownership:
- Straight Supersedure - outgoing customer initiates supersedure of service, waives all his rights to the telephone line
- Supersedure with Clause- incoming customer initiates supersedure of service without the consent of the original customer
Processing time is within 48 hours from the time of request.
You may reach out to us through our PLDT Home Facebook page or send an email to applications@pldt.com.ph with the following requirements:
For Straight Supersedure
- Proof of ID : Government Issued ID (from incoming and outgoing customers)
- Completed and signed Customer Information Sheet (CIS)
For Supersedure with Clause
- Proof of ID : Government Issued ID (from incoming and outgoing customers)
- Completed and signed Customer Application Form (CAF)
- Death Certificate of outgoing customer if already deceased