How to report intentional disconnection and cable theft to PLDT

Ever wonder why the LOS indicator on your PLDT Home Fiber modem would suddenly start blinking, and you lose your Internet connection? It could be due to routine maintenance. Or it could be because of intentional cable cutting and port disconnection. If you suspect you’re in the latter situation, you can contact PLDT for immediate assistance.

How to report cable cutting and port disconnection incidents to PLDT

PLDT has a dedicated complaint form for reporting technician-related incidents. Available in English and Filipino, the complaint form can be used when you catch technicians who disconnect existing lines to accommodate another subscriber, solicit payments for faster service, or behave unprofessionally.

You may also use the complaint form for unauthorized individuals who claim to be technicians or contractors of PLDT but do not have valid proof of identification.

The complaint form will require you to submit your ticket number or reference number, the date of the incident, and a description of the issue. You will also be asked to provide a mobile number where a PLDT representative can contact you. Any information you submit via the complaint form will be kept safe per the company’s data privacy policy; technicians won’t be privy to what you submitted in the form.

For other issues, such as an application status inquiry or a follow-up on a repair request, PLDT can be reached through several official channels, such as Facebook Messenger, the myPLDT Smart app, or virtual appointment.

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Why intentional disconnection and cable theft happen

Technicians and third-party contractors who are in it for the profit alone wouldn’t hesitate to commit illegal activities, such as freeing up ports to process pending applications, even if their actions can badly affect existing subscribers.

PLDT is reminding the public that the company doesn’t require customers to pay any fees to move up in the application queue or have their repair requests prioritized. Condoning this will only encourage technicians and contractors to continue with their abuse.

The cables are also worth a lot of money, hence the rise of cable theft in recent times. For instance in March 2022, A woman in Barangay Camputhaw, Cebu City was allegedly caught in the act of cutting a five-meter cable wire worth Php22,000 and disrupting the connection of 200 internet subscribers in the area.

Note that these issues aren’t isolated to PLDT, as other internet service providers and their subscribers also suffer from similar incidents. In June 2022, Sky Cable launched its Oplan Kontra Putol to combat cable theft. Last month, Globe coordinated with the authorities to apprehend violators of the Anti-Cable Television and Cable Internet Tapping Act of 2013. Among those caught were third-party contractors.