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Requesting PLDT for Bill Adjustment or “Rebate” Due To No Service

PLDT clients who suffered no internet or no dial tone or both may request or demand from this telecom company adjustment on bill, even for just one day of no service. This is a hassle, yes, but the company owes you.

Some clients call this as ‘rebate’ but the correct term is bill adjustment. 

A PLDT bill adjustment may be requested over 171 Hotline or by visiting any branch nationwide. 

IMPORTANT: Every time you encounter issues with your PLDT DSL or Fibr, especially concerning issues like out of service, no dial tone, no internet, etc., call to report the issue as soon as possible so there is a record on file. Jot down the report number since you will need this when you request for bill adjustment. 

Without a repair request report, there is no adjustment on billing that will be processed. 

Demand Bill Adjustment From PLDT

For those who will choose to call the hotline 171, it is best to use your Sun or Smart SIM to call and not the PLDT landline. Calls using Sun or Smart to 171 is free of charge. 

Dial 171 and then choose Existing Customer then Billing then select talk to a customer service representative. Once the background music is on, put the call on loud speaker. Why? This is because it takes real long to connect to 171 csr. 

This was our waiting time experiences trying to reach out to a PLDT live agent:

November 2020 issue – we experienced waiting 1 hour and 37 minutes before we got connected to a call representative. 

December 2020 issue – we waited for 32 minutes before there was a live agent to talk to in PLDT hotline. 

Prepare the following before calling 171:

  1. Repair request number or report number.
  2. The date the issue started and end, if you still remember.
  3. Email, mobile number, address of account holder – for verification purposes. 

The Billing csr will make a report on this end for the request and will forward the same to the higher-ups.

Once PLDT management have approved the billing adjustment request, the client is supposed to receive a txt message to the mobile phone registered for the account about the approval. We say supposed because we did not receive a txt message about the approval. 

Bill Adjustment Given by PLDT

Our line is a PLDT Home DSL P1,699.

The adjustment to the bill are as follows:

For our 8 days of no service (no internet and dial tone) in November – we got credited P408.26.

For the 10 days of no service (no internet and dial tone) in December – we got credited P548.06.

The amounts given is too little compared to the inconvenience we suffered and the loads we have to buy just so we can continue working. We are work at home individuals so internet connection is vital to our livelihood. 

How did they come up with the adjustment amount? We did not bother asking about how the figures were computed. It was sufficed for us that at least we can recoup a bit of the load expenses we incurred during those days of no internet, no landline.

When will the rebate or the bill adjustment be seen on the SOA? 

The csr said that the adjustment will be reflected on the next billing statement. We login to the PLDT Home account today and we can see the 1st adjustment of P408.26 was already reflected. 

1. For the November no service issue – we reported it in December, the amount was credited to our January bill.

2. For the December no service issue – we reported it in January, the amount will be credited to the February bill per advised of the csr. We will update this post if by February bill (due March 2021) we still can’t see the P500+ adjustment. Update: It took 3 more reporting before the adjustment was finally approved. The credit amount was given on the bill due April 2021.

Again, it is the customer’s right to demand adjustment on the billing for the days or weeks that PLDT was not able to provide service. 

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Reader Interactions

Comments

  1. Ang hirap mag raise ng bill adjustment dyan, walang sumasagot ng call sa billing department nila..kaya nganga!

    • Sobrang tagal talaga waiting time, one time inabot kami ng almost 2 hours. Naka loud speaker lang ang phone para makagawa pa ng ibang gawain habang nag-aantay ng live agent.

  3. advance po ba ang billing statement niyo? kasi period of Mar17, 2021 to April 16 may billing statement na and ang due date of payment April 13, 2021. di pa consume yung covered period may bill na

    • Hi April, nakalagay sa aming latest PLDT bill is “Service fee for the period of Mar 11-Apr 10, 2021”.
      Then Statement Date is March 11, 2021 and Due Date April 4, 2021.

  4. 8months hindi kami nakakabitan ng net may advance payment na nga kami anu bang service yan PLDT…

  5. I am surprised by what you gave written. I never received a refund from PLDT. We complained many times because of intermittent internet connection. Also, we would go without internet service for two weeks straight in one month and for the succeeding months. Yet, we continued to pay Php1,999 as billed. All PLDT did was promise a credit adjustment which never happened.

    So, I had my PLDT service disconnected but then I made an overpayment because my bank was set up for autopay and before I was able to stop the autopay, it already paid in excess of the settled bill two times. PLDT also did not refund me of the overpayment. Instead, they assigned my phone number to someone else. Although, I have read from someone to watch out because PLDT dishonestly does not refund, I still followed up on my overpayment from the branch, phone hotline and Facebook messenger but so far, there has been no action.

    • One really has to be extra tenacious in going after PLDT for valid complaints. One of our colleagues even went as far as writing a formal complain directed to DTI, presented it to a PLDT branch and told them he will file it asap if no action will be taken. His issue was eventually resolved. He talked with the branch manager.

  6. Adjustment for bill hihingi sana Po Ako na bawasan yong bill ko Ngayon January di nmn nagamit yong connection dhil nasira sa bagyo Odette ..halos dalawang linggo hgit Wala connection.. Sana bgyan nyo kami Ng pansin..

  7. Advance panaman ako mg bayd Ng bills ko ..sana bgyan namn nyo Ako Ng adjustment sa bill higit dalawang linggo kmi Walang connection..Ngayon lng nabalik yong net ko..

  8. Good morning.Our connection was lost last Dec. 16, 2021 and until now still disconnected.Can we ask for a billing adjustment?Then how?

    Thank you.
    Mirriam

  9. Nawalan kami ng interenet nung march 14 around after lunch.. tumawag ako sa 171 to check my account wala they have no record my account daw..nawalan ng dial tone phone namin.. may tumawag sakin about sa billing for my due date is march 25.mababawasan ba yng bill namin na until now wala pa rin kaming internet?

    • Hi, para maka bill adjustment request normay need sya ng ticket number to validate na down yung service. Report and secure a ticket kasi yan panghahawakan mo na nawalan ng internet kayo.

  10. Hi Po, matagal napo kaming humingi ng bill adjustment, kaso walang sumasagot sa request namin. Noong January pa kami Ng request Ng reconnection dahil naka pag bayad na kami after few Ng bagyong Odette tapos walang internet na lumalabas, umaasa kami Na balik Yung dati connection kaya naghintay kami sa Sabi nila na 48 hours pagkatapos Ng pagbayad. Kaso Wala talaga at umabot nalang ng 3 days sa kakahintay. Kaya hininto Yung pag gamit Ng pldt at tinurn off Yung pldt namin.
    Noong April at nagtataka kami sa laki Ng billing namin , akala namin pinutulan na kami At tumawag Yung taga pldt at in ayos Yung internet connection namin at na fix Yun noong nakaraang araw May 5 , 2022.
    I’m requesting Po Ng bill adjustment dahil di Naman Po namin naggamit Yung pldt namin simula noong pagkatapos Ng bagyong Odette Hanggang April. Sana mabigyan nyo Ng bill adjustment.

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