Nathan

Philippines, Reviews

We have been connected to the internet using DSL as the medium for years now. We’re one of the first subscribers when it started in the Philippines. At the onset, the service was good and you’d really want to recommend them. However, right now, you wouldn’t want to. Sometimes it just takes “pagtitiyaga” or patience (not exact translation) to bear with the poor service that PLDT offers its clients:

• Actual speed/rate never reaches the published speed/rate.
• Fluctuating speeds. Sometimes, you get “decent” speeds at half of what you subscribed for. Rarely does it go over half. Most of the time, it’s even at a measly 1/3.
• The connection drops to none at least once a month. Just two months ago, we have experienced almost a week of disruption. Last night too, the connection was lost for about an hour.
• Few qualified technical crew. When you call their hotline, it’s always the canned responses. Even though you explicitly told the call center agent that the problem is on their side and you have checked the ports and the lights on the DSL modem, as well as the settings on your computer, most of the time, they will still ask you to check each of them one by one. It is understandable that they ask the callers to verify these things first when they FIRST call, because it is standard procedure; but it’s irritating when they ask you again and again when you just follow-up your request.
• Most of the time, service is slow. It seems like that they have only a few people working behind the scenes. Your report will take at least one hour before it starts to get processed, or worse, a few days. I’ve heard of similar occurrences from friends and relatives.

One good thing about it all though, is the patience of the call center agents. You’d admire how they keep calm despite everything you tell them. I’ve heard some people even use cuss words (but I think this is overboard).

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