If you need to cancel your PLDT subscription, this guide will provide you with the necessary steps. Keep in mind that terminating a subscription requires time and patience.
Typically, for fixed internet connections like PLDT, there is a standard “lock-in period” of 2 years (24 months). This means you can only terminate your plan without incurring a pre-termination fee after the completion of the lock-in period. However, for certain plans like the Home Fibr Plan, the lock-in period is extended to 3 years (36 months).
Follow these step-by-step instructions:
- Contact PLDT Hotline Get in touch with PLDT’s customer service to initiate the account termination process. During this contact, they will inform you about the status of your account, including any outstanding bills or balances. Ensure you have paid all your payments for the current month before proceeding.
Call the toll-free number 171 or *171 using any PLDT landline, or use SMART, TNT, or SUN Cellular network. Once connected, select Option 5. For Enterprise accounts, dial 177 or *177.
- Visit the Nearest PLDT Branch If you want your subscription canceled as soon as possible, visiting the nearest PLDT branch is the best option, as on-site requests are usually prioritized. Before going, make sure you have all the necessary requirements.
Required documents:
- Valid ID
- Termination Letter
- Bring the following items: (1) Modem with cables and (2) Telephone
- Authorization letter (if someone will represent you on behalf of your account)
- Optional but recommended: Extra cash to settle any pending payments
Prepare your Letter of Termination with the following information:
- Account Name
- Account Number
- Landline Number
- Address
- Reason for termination (e.g., Transfer of location; No longer need the service; Poor connection in your area; etc.)
You will be asked to fill out and sign the Service Request Form for Disconnection. Request the Service Reference Number once you have completed the process.
Frequently Asked Questions:
- What happens if I terminate/cancel/close my PLDT account during the lock-in period? If you terminate your account while still under contract, you will be required to pay a pre-termination fee. The calculation is typically three times your monthly subscription plus other applicable charges (device fees, penalties, etc.). For example, if your monthly payment is P1,499, the pre-termination fee would amount to P4,497. We do not recommend terminating your subscription before the contract expires unless you are moving or no longer require their services.
- Can I simply cancel and not pay my bills indefinitely? We strongly advise against this for the following reasons:
- You will be blacklisted, preventing you from using PLDT’s services in the future because your name and address will be flagged as having a negative record in their database.
- You may receive persistent calls from collection agencies until you settle the outstanding bills.
- My cancellation request seems to have made no progress. What can I do? In the words of a Reddit user: “Don’t hesitate to file a report with consumer affairs or the NTC (National Telecommunications Commission). If PLDT has not responded to you or if your next bill still includes your internet subscription, even though they said it wouldn’t file a report immediately and do not pay that bill. We filed a complaint with the NTC, and they took immediate action. Interestingly, when the NTC representative finished listening to our case, they documented it and passed it on to the next person, saying, ‘Oh, as usual. PLDT again.’ The four-month wait with PLDT was resolved within a month with the intervention of the regulatory body. PLDT is more likely to address the issue when a regulator is involved, as they are obligated to explain to the regulator why they could not fulfill the request. This can be an inconvenience for them.
- I would prefer to wait for the lock-in period to end. How can I report my concerns to PLDT? You can report your concerns to PLDT through the following channels:
- Call the toll-free number 171 or *171 using any PLDT landline, SMART, TNT, or SUN Cellular network. This service is available from Monday to Friday, 8 AM to 5 PM.
- Reach out to them on Facebook: @PLDTHome
- Contact them on Twitter: @PLDT_Cares
- Visit their website: pldthome.com/contact
Note: It’s always advisable to maintain open communication with PLDT and follow the proper procedures to ensure a smooth termination process and address any concerns effectively.
