PLDT is one of the biggest internet service providers (ISPs) in the Philippines offering different plans at different price points. But with millions of subscribers across the country, it’s no secret that some of its users would occasionally suffer from service disruptions, problems, and other issues.

But then again, being one of the largest in the country, PLDT has built a robust system and different channels and ways for you to reach them to address different concerns.

As an actual PLDT Fiber user for years, we’ve tried multiple ways to try and contact the telco giant to help address the concerns we may have like LOS (Loss of Signal), billing and others.

Based on our long experience, you can reach PLDT customer support through their hotline, emails, online forms, and a method we prefer is through social media (more on that later) as it’s just faster and more convenient.



While it is our preferred method, different people have different preferences in reaching customer support. Some want prompt answers by making calls, some want to provide a detailed explanation by writing emails, etc.

But whichever you choose, we’ll be detailing the ways you can reach PLDT customer service. Let’s begin.

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Ways to contact PLDT customer support

As stated earlier, there are tons of ways you can reach PLDT for service concerns. You can go with the traditional hotline, through social media, and more. We’ll be showing you all of that below.

What is the PLDT hotline number?

If you have a PLDT Fiber subscription, this means that you also have a PLDT landline, which you can use to easily contact the company’s customer service.

To reach their hotline, simply dial the number 171. This is free for PLDT landline, as well as for Smart, TNT, and SUN Cellular users.

But if you’re a Globe, DITO, or subscriber of any other network or telephone service, you can use the hotline +63 (2) 88888-171 instead. Standard call charges may apply, though.

Personally, we find this method the worst as they have long queues and you have to wait in line for hours until a representative picks up your call.

How to reach PLDT customer service via Twitter?

This is our preferred method. For any concerns, you can message @PLDT_Cares on Twitter. No need to stand on the phone waiting for a representative to pick up.

Just message them with your concern. Then, make sure you include your customer number and telephone number to make the process faster.

After a couple of hours, you’d get a reply attending to your concern, and as per our experience, a technician already visited our unit just two days since we raised our concern.

Contact PLDT customer service via Facebook

If you don’t have Twitter, you can also contact the telco via the PLDT Home Facebook page.

It features a chatbot so you can get replies promptly. As a standard, it will ask for your telephone number and account number to verify and easily address your concern.


Reach PLDT help support via the mobile app

Like a lot of top telco providers, PLDT also has a dedicated mobile app called the myPLDT Smart app that’s available on both Android devices via the Google Play Store and iPhones through the Apple App Store.

The app allows you to report and get a help ticket for your concerns. What’s more, you can also use it to manage your account, settle bills, and more.

How to book an appointment with PLDT customer service

If you want face-to-face interaction with a PLDT representative, you can book an appointment at your nearest PLDT location here. Simply pick your preferred branch, choose between virtual or in-store appointments, and the time and date.

This method is not just for after-sales transactions but also for new applications. It’s available from Monday to Friday from 8:30AM to 5:30PM.

If you’re a first-time applicant of PLDT Fiber, make sure you check if the service is available in your area.

What is the PLDT customer support email address?

If you still want to contact PLDT through email, you can do so through this address: Personally, we don’t recommend this route as it could lead to a long process of replying back and forth.

What details do I need to prepare when contacting PLDT Customer support?

To verify your account and address your problems properly, any of the methods above will ask for the subscriber’s name, the account number, and the designated telephone number.

It is also best to have your latest bill on hand as it contains all the relevant information that they may ask for.

PLDT Customer Service Hours

The PLDT help support is available 24/7 for technical concerns and problems and only from 9AM to 6PM for billing issues.

Where is the PLDT office located?

The PLDT main office is located at Ramon Cojuangco Bldg., Makati Ave. cor Ayala Ave., Legazpi Village, Makati City Metro Manila, Philippines 1200.

These are the ways, methods, and channels that you can reach PLDT for no internet problems, WiFi issues, billing, and other concerns. Use the comment section below for further questions and someone from the team or the community will try to help you out.

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  1. kupal naman ng service nyo, nagbabayad naman kami ng maayos, ung line nyo palaging lost of signal di namin magamit ng maayos internet nyo, naka-ilang punta na ung subcon nyo parati wala sila makita na problem dito dahil ok ung line ko, ung problem is ung box nyo sa poste papunta sa mga hub nyo, puro disconnected

  2. Nong una po yung wifi q no signal nka red xa nag blink and thin kinausap q yung pldt linelined dito sa province namin sabi nya he can fix in but kailangan q mg bayad ng 400 dahil xa daw ng bili ng item na yung item na yun daw ay ipalit nya sa nka kabit na item sa pldt line daw. .so sabi q bskit. .mg babayad aq ng free yan lineman kayo sabi nya sya daw ng bili ng item na kung no signal daw in palit nya yung item nya sa na sira sa meanline , so now always no signal again mag babayad nanaman aq 400 dahil its de same kac red blink yung wifi na naman. .pls fix it,?

  3. The wifi before is good and now inside in two months the wifi always no signal in a hours, morning or evening like two hours or whole night or whole day. . I have online works , and now no signal again they said no data connection. . Please solve this now if it cannot fix i will stop. .

  4. Bakit po biglang nawala ang internet connection po namin … Dalawang beses na ako nagbayad ngayong February 2023 kaso wala padin… Kulay red po yung LOS (Loss of Signal) … Please po need po namin internet connection for our business

  5. kahapon February 9,2023 nawala ang internet namin ang nakalagay payment reminder nagbayad kami ng pldt bills ng january 30,2023 in advace first week kz ang due namin. ng chat ako sa customer service nyo ang sabi line problem daw? line problem? eh payment reminder ang nag aappear? sabi updated dw ang payment may line problem dw sa lugar nmn binigyan ako ng repair ticket number ngayong umaga 7:18am to be exact ticket resolved pero wala p rin kming internet at wala nmn technician kuno na nagpunta sa tagal na nangyayari eto kpag payment reminder ang nag aappear ang pagkakaalam ko ay inuupdate nyo lang sa system eto wala ng kung ano ano pang problem problem updated ang bayad nmn buwan buwan ngbabayad kami ng tama bakit naman ganitong serbisyo ang bibibigay nyo nakakagalit na kasi hindi lang isang beses ito nangyari sa ilang beses na iyon wala man lang kayo binawas sa bill nmn sa mga araw na wala kming internet. tapos ang hirap hirap kausapin ng customer service nyo. sa chat at kahit sa telepono. hanggang ngayon wala pa din kmi internet ano na?

    1. Gandang Umaga po pldt staff Sabi bago kayu pupunta tatawag kayu Para Alam ng gagawaan nu darating kayu pero nagounta kayu wala ako grabe nakakainis 4days ito walang pag bayaran putol agad pagsira nganaga lang kami haybuhay pldt Sana baguhin nu sistema nu bagal ng pldt net tas staff nu ndi ako masaya haynakooo