What I noticed every time I open my social media accounts are my friends’ complaints about PLDT Home customer service. Some of them said they were unresponsive, if not too long to take action on their concern. Now, I’ll be honest, I do experience some downtimes with my PLDT Home Fiber, but I don’t lash them out on social media.
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How I Usually Deal with PLDT Home Customer Service?
As some of you may know, I am a Digital Ambassador of PLDT Home for the past few years. Having said this, people may assume that I receive special treatment based on my status with PLDT Home. To be honest, that is not true. Like what I’ve said, I also experience network outages once in a while. People may assume since I have a “special relationship” with PLDT, I can have them expedite my network issues in a jiffy. Again, that is also not true. Maybe I do have that privilege, but I don’t take advantage of it.
So what do I do whenever I encounter issues with my PLDT Home Fiber? Instead of ranting in social media, I simply give them a call at their 171 hotline. Nowadays, calls can be addressed by their automated response system, or if you happen to be lucky, a real person on the other line. Regardless on who answered my call and acknowledged my problem, I would be given a ticket number and their estimated time of resolution, which can take place within 24-36 hours.
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An Example of How PLDT Home Customer Service Resolved my Network Outage Issue
Let me share my experience with PLDT Home Customer Service last month. We experienced a network outage, which at first I thought was a Loss of Signal. However, the red LED wasn’t blinking but I still have no connection. I found this strange because I’ve never experienced this before. I immediately called PLDT Hotline 171 and fortunately, I was able to speak with a Customer Service Representative. I explained my issue and she checked on her end. She said she didn’t detect any issues on their end, which probably means the issue needs to be addressed by a Technician. She gave me a ticket number and advised me that a PLDT Technician will visit my household.
The next morning, the PLDT Technician gave me a call and asked if he can visit to check on my network problem. The PLDT Technician’s name is Dan and he did arrive after 30 minutes. I explained to Dan my issue and we both did some tests on my PLDT Home Fibr connection. After isolating other issues, he found out the cause of the loss of internet. The simple explanation – the power outage we had the other day caused my Home Fibr to malfunction. Dan made some tinkering with his device and after a few minutes, my PLDT Home Fibr is working again!
Dan was very accommodating to all my inquiries and he patiently explained why I lost my connection. He also noticed that my PLDT Home Fibr modem hasn’t been upgraded, so he recommended that I make a request through their hotline and he can come back to replace it with the latest model.
The resolution was fast! It didn’t even reach 24 hours. This is why I admire PLDT Home Customer Service, whether I talk to a person or an automated response system, my concern will definitely be taken cared of.
Do you want to have the same positive customer service experience while enjoying the super fast and reliable internet connection of PLDT Home Fibr? Apply now by clicking here: https://www.pldthome.com/internet#plans