PLDT’s Excellent Customer Service, Seamless Internet Win Over Mom

Fifty-three-year-old Ana Pasco, a hardworking mom of two, found herself in a bit of a fix tending to the increased digital connectivity needs at home when the pandemic struck.  From the family residence in San Pablo City in Laguna, her 23-year-old daughter started working online at home, while her 15-year-old started taking classes online.  It  was the same connectivity that kept them in touch with relatives and friends, as the lockdown kept them physically apart from the rest of the world.  

The situation called for a strong and reliable broadband connection. Her pre-pandemic prepaid connectivity wasn’t going to be enough to do the job. So Pasco applied for a PLDT Home Fibr connection online via PLDT’s website. 

On the side of the application were Smart frontliners Anthony Estagle and Khellie Biglete, while PLDT’s Kein Hernandez was tasked to install Pasco’s broadband connection. The service request came at the height of the COVID-19 lockdown, when mobility restrictions were stiffest, and the risk of infections, the highest. But the three courageous gentlemen prevailed: after undergoing proper testing protocols and testing negative, and with their full PPEs on, they set forth on a mission to get the job done.

Get the job done, they did. Pasco is immensely grateful. “Sila ay napakabait at napakasipag. Hindi sila tumigil hangga’t hindi na-install ang broadband. (They are so kind and diligent.

They persisted in the task of having my fiber connection completed.) Now, my family and I are enjoying our PLDT Fibr connection,” she said. “Almost all of the homes in our compound are also connected by PLDT.” 

Pasco’s home is one of millions now enjoying the fruits of PLDT’s relentless rollout of its fiber-to-the-home (FTTH) facilities nationwide, overcoming mobility restrictions and health risks relating to the COVID-19 pandemic. 

As of the first quarter this year, PLDT extended the reach of its fixed broadband service to cover 10.2 million homes passed, while the total number of fiber-powered ports increased to 4.4 million. Ports are outside plant facilities, available for use by customers. 

PLDT’s fiber transport network has reached 478,000 kilometers, the extensive rollout in the first half complemented by innovative customer-centric programs and campaigns. These include the nationwide Quick Connect (Bilis Kabit) campaign, along with Fibr sale offers, discounted upgrade offers, raffle promos and free speedboost for existing customers. 

The Quick Connect campaign is a program that aims to provide Internet connectivity to more Filipino homes in these pandemic times, with a 24-48 hour service installation commitment. PLDT covered 35 cities with 150 barangays nationwide from February to March this year.

Alongside the installations, the PLDT Home sales team organize sales blitzes, go from house to house, set up booths, visit schools and offices with proper health protocols in place to serve more customers.  

 PLDT Home has strengthened partnerships with local government units and communities, among them supporting the ‘Love Laguna’ program in Laguna, Fibr-powered the Dinagyang Digital Festival in Iloilo City, as well as the cities of Cebu, Mandaue, Lapu-Lapu, Talisay, and the town of Minglanilla.

 Campaigns also included the Fibr Kickstart Sale in January, which offered free installation and activation fees, Fibr Valentine’s Day Sale in February, and Fibr with Free WiFi Mesh for seamless connectivity at home in March.

 “I’m so proud to be part of the PLDT family,” Pasco added, as she recounted declining rival offers that came her way. “Iba ang dating sa akin ng PLDT, sa totoo lang, walang dating ang iba.” (For me, PLDT is really notable and impressive, it’s different from other telco companies. The truth is, others fail to impress me.)