Frequently Asked Questions

Answers to common questions about PLDT complaints and technician/contractor concerns, including what to do if you’re asked to pay for faster installation or repair.

I saw an advisory about erring contractors. I don’t have internet and/or landline right now. Am I affected?

For internet/landline concerns, start with basic troubleshooting (user guide). If it doesn’t resolve the issue, contact official PLDT Customer Care so they can create a repair ticket.

• Facebook: PLDT Cares
• Messenger: PLDT Cares
• Hotline: 171

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

No. You should not pay for prioritization. If someone asks for payment outside official channels, document the incident and report it.

Someone approached me or I witnessed a technician soliciting payment for faster installation/repair. What do I do?

Do not pay. Record the date/time, amount, and what was requested. Then submit a report using the Technician Complaints Form.

Open the complaint form

How will I know if the technician/contractor is legitimate?

• They are assigned through an official ticket/work order.
• They show valid identification.
• They do not ask for OTPs/passwords.
• They do not solicit off-the-record payments.

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

Submit a detailed report (what happened, timeline, and any identifiers) using the complaint form.

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

Do not include sensitive personal data in your report. Keep it factual and limited to what’s necessary (area, date/time, ticket number). Handle data in accordance with privacy rules.