PLDT Group reassure customers of continued service amid return of ECQ

PLDT and its wireless subsidiary Smart Communications, Inc (Smart) reassure customers of continued service, following the government’s move to put the National Capital Region, Bulacan, Cavite, Laguna, and Rizal under enhanced community quarantine (ECQ) from March 29 to April 4, 2021.

The country’s largest integrated telco reiterates that both its network operations and customer support facilities will continue to serve Filipinos affected by the ECQ. 

Due to the expanded curfew hours (6PM to 5AM) and IATF rules allowing mobility only for essential services, physical stores in ECQ areas will temporarily cease operations, but customer service frontliners will be on work-from-home duty to support virtual booking appointments and address concerns of customers.

“We will continue to uphold customer-centricity through technology, while keeping our customers and employees safe,” said Alfredo S. Panlilio, Smart President and CEO and PLDT Chief Revenue Officer. “We are here to fulfill our commitment to keep Filipinos connected amid the COVID-19 pandemic,” Panlilio added.

“Our customers can be reassured that we are capable to address their service inquiries online via our virtual booking sites or social media, and via our hotlines. We are fully prepared to serve our customers especially during the ECQ,” said Alex O. Caeg, SVP and Head of Consumer Sales Group at PLDT and Smart.

Store transactions for sales and aftersales will be diverted to virtual booking appointments.

PLDT and Smart customers can visit the following links for customer service concerns:

PLDT Virtual Appointment Scheduler

https://pldthome.com/sales-and-service-centers

PLDT Contact Us

https://pldthome.com/contact

Smart Virtual Appointment Scheduler

https://smart.com.ph/Pages/stay-smart#reopen

Smart Contact Us

https://help.smart.com.ph/article/contact-support

Customers are encouraged to use their preferred digital payment channels and online billing services to inquire or pay for their mobile and internet bills.

Customers can also go green and shift to paperless transactions by sending an email to pldtbilling@pldt.com.ph and smart-billing@smart.com.ph, or by logging in to www.pldthome.com/myHome.

Customers are also encouraged to download and prioritize the use of the GigaLife App to help them better manage their Smart prepaid and postpaid subscription. The app allows them to conveniently check their balance, pay their bills, and earn Gigapoints. The GigaLife App also provides loading and promo registration options for Smart, TNT, and Prepaid Home Wireless subscribers. The app is simple and easy to use, and is available for download on iOS and Android.

Moreover, Smart Postpaid customers can also pay their bills via the unique Smart Pay Express Link in their monthly billing SMS, or by logging on to www.my.smart.com.ph using their My Smart account. 

Meanwhile, PLDT customers can go to https://pldthome.com/paymentcenters for available online payment options.

Customers can also enroll their postpaid account in their credit card’s auto-debit feature or use the bills payment services through the websites or mobile apps of their respective banks.

They can also pay for their phone and internet bills or buy load via PayMaya, Lazada, and Shopee and enjoy incentives through the “Stay Safe, Pay Online” campaign.

The repairs and installation teams are also ready to serve customers, although their mobility is subject to restrictions imposed by respective local government units and the IATF. Customers are also urged to visit PLDT Home’s website for information on how to troubleshoot their own connection at home.

Meanwhile, customers can still order PLDT and Smart products and devices online through the telco’s official website or partner e-commerce platforms, as well as authorized social media marketplaces manned by official distributors and retailers.

Standalone and mall-based store operations will be back to normal on April 5, or as soon as the ECQ is lifted. However, it is business as usual for stores in areas that are not under ECQ

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