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.

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. 

For more useful info, please follow us on iSensey Facebook page.