Being the largest and most diversified enterprise in the Philippines, the Philippine Long Distance Telephone Company, or PLDT, is the country’s most decorated telecom service provider. Offering a wide range of networking and digital services, it is also the country’s backbone for offering fixed-line and fibre-optic broadband services.
Established in 1928, PLDT was the first telecommunications company in the Philippines. It was also the first organisation in Asia to provide international long-distance calling services to its customers. Some of the primary reasons why PLDT remains a juggernaut to this day are because of its wide coverage, fast network speeds, and overall reliability. However, its ex-customers have also complained about the plans being expensive, frequently experiencing technical problems, and having extended contract periods.
If your service experience with PLTD has not been as up to par as you would like, then you should definitely look for a way out because you deserve better. That is why we have rounded up the essential steps you need to follow to get your service terminated seamlessly.
Know the Cancellation Terms For PLDT
PLDT allows its customers to cancel their service at any time they want. However, you will need to fill out and sign a cancellation request form, after which you will be asked to settle the outstanding dues in your account. The outstanding dues will also include a Pre-Termination Fee (PTF), which will be calculated based on your monthly service fee, which will be three times your monthly service fee. Any other requirements or applicable fees will also be communicated based on your subscription.
After you clear the dues levied on your account, the payment receipt (which will also act as Proof of Payment for future references) needs to be sent to the company (as instructed by the customer care representative). Once the company receives your payment proof, an additional three days will be required to confirm the payment and thereby process the disconnection request.
Keep in mind that your current PLDT service will be continuous until you can fulfil all requirements, pay the final fee, and complete the disconnection processing. Additionally, after disconnection, you also need to return any leased equipment (home telephones, routers, modems, internet cables, etc.) that may be in your possession; otherwise, your account will be charged an amount equal to the equipment’s value.
What are the Steps to Cancel PLDT Broadband?
If you are planning to end your PLDT broadband subscription service, then you can easily do so by following the recommended steps mentioned below.
Cancelling Online
- Start the cancellation process by heading over to the official “Contact Us” web page here. On the landing page, proceed to click on the Facebook Messenger chatbot option.
- A new web page will open, and you will first be required to sign in to your Facebook account. If you do not have a Facebook account, you can always create one.
- In the next step, state that you are an ongoing customer and provide your account details. After that, ask for a cancellation and state your reason for doing so as well.
- After that, you will be notified regarding the outstanding dues that you have to pay (including PTF if you cancel the service before the end of your contract period) and have to fill out a form as well. Any additional requirements will also be communicated to you at the same time.
- Once you pay your dues and share the proof of payment as instructed by the customer care representative, your service will be terminated successfully.
Cancelling via Phone
- Kickstart the journey by first calling the customer care team at 171. Phone lines are open 24 hours a day.
- Navigate through the IVR (Interactive Voice Response) menus and select the option to speak to a customer care executive.
- Once a live agent connects to your call, provide your account details and ask for a cancellation. The customer care representative will first verify your identity, and once the identification process is complete, you will be asked to state the reason for your cancellation.
- In the next step, the customer care executive will inspect your subscription details and let you know the total amount of final dues that you have to pay (including PTF). Additionally, you have to fill out the service termination form.
- After you clear your dues and share the proof of payment (as instructed by the customer service agent), your service will be deactivated within three days.
Cancelling at Nearest Store
- Begin the cancellation process by first locating a nearby PLDT official store. To do that, use the store locator here.
- Browse through the list of stores to find the preferred store that you want to visit and proceed to note down its credentials, such as the phone number, address, and working hours.
- Head over to the store location of your choice and ask the store representative to cancel your service. You will be asked to first provide your account details and then fill out a service termination form.
- After that, you will be notified of the total due that you have to pay (including PTF). You can proceed to pay the dues on the spot.
- Once you clear your pending charges, you will be provided with a receipt as proof of payment. And then, within the next three days, your service will be cancelled.
For any further assistance, you can get in touch with customer support on Twitter at @PLDTHome.
