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Here’s How You File Complaints For Slow Internet With The DTI

DTI-department-of-trade-and-Industry
DTI can’t do anything unless people file complaints

A few days ago we talked about how the NTC is now conducting speed tests for different internet providers here in the PH, and how they plan to name and shame the companies that don’t give customers the speed that they advertise. Obviously these are steps in the right direction, but ultimately that’s not going to do anything unless government agencies like the Department of Trade and Industry take action.

But they can’t do it on ther own. They’ll need to act off of complaints from consumers to be able to take action. According to Senador Bam Aquino, consumers can now lodge a complaint with the DTI for slow internet speeds. If you feel that you’re not getting the speeds you were promised by your provider, you’ll need to send an email to the DTI’s Fair Trade Enforcement Bureau (FTEB) via FTEBMediation@DTI.gov.ph, along with these requirements:

  • Complete name, address and contact number of complainant and respondent
  • Narration of facts
  • Demand
  • Scan and attach proof of transaction and any government issued ID of the complainant

As soon as the people in charge gets your email, they will send an email acknowledgement that they’ve received your email and are in the process of mediation, as well as a schedule. You can now follow up your case 975-7965. If you’re up to it, you can also visit the office of the FTEB at the Ground Floor, UPRC Building, 315 Sen. Gil Puyat Avenue, Makati City.

And that’s it! If you truly feel that your internet isn’t up to par with what you’re paying for, you’ll need to complain to the right authorities about it. Complain all day long in Facebook isn’t going to do you any good – you’ll have to take action so the government can do something about the problem. Once enough people complain, maybe something can be done about our slow internet problems.

John Nieves

John is a veteran technology and gadget journalist with more than 10 years of experience both in print and online. When not writing about technology, he frequently gets lost in the boonies playing soldier.

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24 Comments

  1. sooo if your net is slow, you have to take them to court/settlement? i doubt people will lend time and effort just for that. (says up there they will give you a schedule, for what)
    why can’t the government themselves take it up to the telcos and demand standards? look at what our neighboring countries are doing. isn’t that what our taxes are supposed to be doing? if they still need our participation (as if naman they’re blind to the situation) then give us back our taxes.

    1. well said brotha

      isa sa mga walang kwentang ahensya! sayang lang binabayad na tax sa kanila

      imposibleng walang nag rereklamo sa kanila?
      matagal ng issue yung usad pagong at kasing bilis pag trapik sa edsang internet saatin

    2. Arnie

      We are paying almost 3000 for the 3 mbps but we only get 241 bps to 5.26 kbps. Walang ibang ginawa yung PLDT kundi maningil, yung service nila di nila inaayos….

      ZTARFund Dasma

      1. WE ALL SURELY SYMPATHIZE WITH YOUR PREDICAMENT AGAINST PLDT.

        WE COULD EASILY RELATE OUR OWN HORRIFYING EXPERIENCES WITH SUN CELLULAR.

        OUR OWN COMPLAINTS WERE MADE HOSTAGE TO THEIR NAGGING PAYMENT FOLLOW UPS.

        BUT DESPITE OUR PAYMENTS STILL THE SUPER SLOW CONNECTION SPEEDS WERE UNRESOLVED.

        OMG… WHATS WITH ALL THE LIES & DECEPTIONS… THE GREED & THE STEALING OF OUR HARD EARNED MONEY!!!

        LETS ALL CONTINUE TO VOICE OUT OUR SENTIMENTS & PUT A STOP TO THIS UNFAIR B**L SH*T BUSINESS PRACTICES.

        IN THE END, JUSTICE WILL PREVAIL!!!

    3. planet internet,updated ang bayad ko pero pinutan ako tapos buo ang bill na babayaran ko,tinatawagan ko ayaw sagutin tawag ko,tapos ikakabit nila after 3days,tapos ung cable nila palagi ko kinucomplain kc palagi ding wala ung cable nila,pero hnd nila inaasikaso,palagi nalang ganun,maayos ako nagbabayad pero hnd maayos serbisyo nila.

  2. Finallt some action can be taken, this has been long overdue. While I can go about and complain because I have to put my own time and legwork into this. I admire the people who are taking the initiative here especially Sen. Bam Aquino. These telcos are the biggest( and some would say the aboslute greediest) giants we are all facing here.

    There is finally something we can do here and then you ask why the governement themselves don’t fight(to some degree) these giants by themselves? I cant take back what tax I poured into this DDTI and the slow internet, I can however start busting heads(even by a little). Godspeed to those who are in charge of this.

  3. Ano itong mga pa-POGI ng DTI na ‘to….is Mar Roxas behind all these? Mag e-eleksiyon na kasi ayun, kelangan ng LP ng pogi points

  4. This is good, but don’t needlessly bash FB or other social networking sites. Those are still good for spreading awareness and even forming a formal/informal social action group to help inform about these kinds of official processes and sharing results, all of which are important.

  5. OMG…

    MR. OPLE PARDON OUR SAYING BUT FOR MANY THE EXPERIENCE OF STILL TRANSMITTING A FORMAL COMPLAINT TO THE DTI IS IN ITSELF CONSIDERED AN ORDEAL, A WORTHLESS EXERCISE & RATHER AN INSULT TO INJURY.

    IT IS NOT EVEN AN END-ALL TO THE PROBLEMS & THE HEARTACHES OF GETTING POOR INTERNET SERVICE FROM THE LOUSY LOCAL TELCOS DESPITE THE SUBSCRIBERS RENDERING FULL & TIMELY PAYMENTS.

    WE ALWAYS BELIEVE IN THE CONCEPT OF “GOOD CUSTOMER SERVICE”. THAT THIS SHOULD BE AUTOMATIC & WITHOUT FAIL. THIS CONCEPT IS LONG SINCE FORGOTTEN.

    GOOD SERVICE IS BORNE OUT OF A SINCERE BUSINESS COMMITMENT TO SERVE WELL THE CUSTOMER WITHOUT FAIL AT ALL TIMES.

    IF IT SHOULD STILL REQUIRE FILING A FORMAL COMPLAINT TO THE DTI JUST TO ASSURE GETTING THE SERVICE THAT WE HAVE ALREADY PAID FOR IN FULL THEN THAT IS NEVER GOOD BUSINESS.

    AND BELONGING TO THE SAME BREED, NTC & DTI ARE BOTH WORTHLESS PUBLIC AGENCIES.

    NOW YOU KNOW WHERE WE ARE COMING FROM.

  6. OMG!!!

    AS WE ALL INTERNET SUBSCRIBERS KNOW & UNDERSTAND, BOTH THE NTC & THE DTI ARE GOVERNMENT AGENCIES “OF THE FILIPINO PEOPLE, BY THE FILIPINO PEOPLE & FOR THE FILIPINO PEOPLE”, BUT THE CURRENT REALITY OF THINGS IS THAT BOTH ARE NO WHERE SERVING THE INTERESTS OF THE FILIPINO MASSES.

    THEY ARE BOTH WORTHLESS GOVERNMENT AGENCIES.

    THEY WILL NEVER BE PART OF THE SOLUTION, THEY ARE BOTH SIMPLY COMPLICATIONS TO THE PROBLEM.

    SO MR.JOHN NIEVES… WHY DO WE HAVE TO EVER BOTHER FILING A FORMAL COMPLAINT TO ANY OF THEM?

    1. Because if you want something to happen, then you do something. Complaining can only do so much.

      Yes, one can feel the steps described above are a waste of time. Maybe they are. If (and this is a big if) DTI indeed WILL do something, however, then they need something to work with to — at least — get started.

      If you give the complaint steps above a try and then nothing happens after maybe a week or more, THEN you can complain to your heart’s content. Afterwards, up to you and everyone else what to do.

      1. PARDON OUR SAYING BUT YOUR IDEAS & CONCERNS ABOVE ALREADY SEEMS TO BE RUNNING IN CIRCLES.

        ALL THAT WE ARE POINTING OUT IS THAT, WITH ALL THE COMPLAINTS & THE CLAMOR RAISED BY THE THOUSANDS, NTC & DTI BEING PUBLIC AGENCIES SHOULD HAVE TAKEN THE INITIATIVE TO INVESTIGATE & TO VERIFY THE COMPLAINTS HOWEVER INFORMAL & UNOFFICIAL THEY MAY BE. THIS IS THE MANDATE OF A PUBLIC AGENCY & OFFICE BEING PAID FROM THE TAXES OF THE PEOPLE. THIS IS CALLED PUBLIC SERVICE!!!

        FILING A FORMAL COMPLAINT IS ONE THING. BUT MOST IMPORTANT IS SERVING THE PUBLIC & PROTECTING THEIR INTEREST DESPITE ANYTHING & EVERYTHING.

        OUR STRONGEST CONVICTION IS THAT WHY STILL COMMUNICATE TO AN AGENCY WHO IS NOT WILLING TO SERVE IN THE FIRST PLACE.

        WITH ALL THE “IFs” IN YOUR STATEMENT ABOVE, SEEMS TO REFLECT YOUR OWN DISTRUST & UNCERTAINTY IN DEALING WITH BOTH DTI & NTC.

        ARE WE RIGHT???

        1. You are so stupid. How can someone take action based on words alone? That’s why they need the formal complains, in writing and documented so that can have something to start with.

          If you want things to be solved, do it by acting on a solution, not by nagging on the problem.

  7. OMG!!!

    FOR US PINOYS, THIS INFORMATION IS REALLY DEPRESSING…

    FOR THE PH, THIS IS AN UNFORTUNATE CAUSE FOR INTERNATIONAL SHAME!!!

    WHAT OUR LOCAL TELCOS HAVE BEEN BRAGGING ABOUT IN THEIR ADS TO BE “THE LEADER IN DIGITAL TECHNOLOGY” ARE ALL LIES & DECEPTIONS… PURE GIMMICKRY!!!

    GUYS PLEASE DO REALIZE THAT LOCALLY WHAT WE ARE PAYING BIG FOR WITH OUR HARD EARNED MONEY IS ACTUALLY CONSIDERED JUST GARBAGE INTERNET SERVICE IN MOST OTHER COUNTRIES.

    IS THIS THE WAY THAT THE LOCAL TELCOS ARE DOING THEIR BUSINESS, ALL THROUGH CHEATING & FALSEHOOD… OMG!!!

    THE LOCAL TELCOS SHOULD ALL WAKE UP WITH THE GREATEST OF GUILT FOR THEM TO APOLOGIZE TO THE FILIPINO PUBLIC & COMMIT TO THE IMMEDIATE REFORMATION.

    HEY… NTC & DTI, YOU ARE BOTH TO DO THE JOB THAT WE ARE PAYING YOU FOR. OUR LOCAL TELCOS ARE THE WORST IN THE WORLD!!!

    THEY ARE ALL USELESS, LOOK FOR NEW ONES!!!

    MR.PRESIDENT PNOY & MR.MAR ROXAS TRAVERSE YOUR “TUWID NA DAAN” & RESOLVE THIS PROBLEM IMMEDIATELY BEFORE WE ALL TURN TO THE OPPOSITION FOR THE NEEDED SOLUTIONS… ARE YOU BOTH HEARING US??? YOU BOTH BETTER BE…

    1. Seems legit. Because nagging in the social media outlets can solve your problems right?
      I get your cynicism towards our government agencies, but if everyone had the same mindset as you, then by all means, burn all your government IDs because you are just being a hypocrite by using any Government issued documents like a driver’s license, TIN, passport and the likes.

      Do you expect an agency to act out on complaints without even presenting a single shred of evidence?
      It’s like you want your father to punch your classmate just because you told your father than this classmate of yours stole your candy. It’s easy to spout words, but it’s never easy to act out on those words.

      If you want change in the TELCO industry, then change your thinking. You seem like a person who got an education, use it. Stop being stupid. I’m not happy with the internet speed that I get, but at the very least, I’m finding ways to have an open communication line with my ISP for a faster resolution.

      Your words mean shit.

  8. have regularly experienced interruptions to the service and enclose a log of interruptions to the service so that you can appreciate the scale of the problem.

    As I have not received the service that I contracted for I consider you to be in breach of contract.

    I am prepared to allow 14 days for you to rectify this breach of contract and to provide the service as contracted for.

    In addition I would request reimbursement of the sum of [£xxx] which represents proportion of the sum I have paid for the service that I have not received.

    If this matter is not resolved within the time-frame set out above then it will be referred to president Duterte for resolution.

    I look forward to hearing from you.

  9. bumili ako ng celph sa fairview tereceses sa Sony ericson ahop mismo. sony xpeia xa at difective po eto madaling malowbut at nag iinit. August 5 nung nabili ko binalik ko ng August 8. para sana sa replacement. kaso po until now hi di parin po nila pinapaitan ung unit at hangang ngaun nadun patin daw sa service center nila.

  10. anu po ba pedi gawin paraan para mapadali naman pag papalit nila sa unit. halus 2weeks napo na nasa kanila ung unit at ang alam kupo for replacement hindi kaylangan paabuti ng 2week sony ericson xa August 5 ko binili binalik ko ng August 8. until now po wala parin sila masabing araw kung kelan mapapalitan ung unit.sony ericson avid sale corporation sa fairview tereceses

  11. Try yes, but keep in mind– The DPI is just one more Philippino organization. What does that meant– PLDT is operated by-?? PHILIPPINOS! DPI is operated by-?? PHILIPPINOS!
    What to expect? NOTHING———–Same corruption, incompetence, and “MAN-YANA” attitude. Nothing will ever change until PHIPPINOS change. Good luck with that!!!

  12. Gusto ko ishare ang naexperience ko sa PLDT, first payment ko nung June 17, 2018 nagbayad ako ng maayos pero yung internet ko walang pinagbago. Simula nung kinabitan ako hindi ko nakukunsumo yung internet speed na 25mbps hanggang ngaun dumating ang July 17, 2018 hindi kopa din nagamit ng maayos at hindi kopa din nakukunsumo yung 25mbps na pinakabit ko. Tumawag ang gf ko sa hotline ng pldt 1 week after ng first payment ko para ipa upgarde ang internet ko into 50mbps mai sumagot ng tawag tinanong ng gf ko kung pwede ipa upgrade yung internet namin ng 50mbps pwede naman daw basta magpasa lang daw ng letter via email at gusto ako pa ang kausapin then kinausap ko yung customer service ng PLDT para iconfim. Binigay ko info ko, birthday etc.. Then naconfim nya na tama, bago matapos yung call tinanong ko kung sure na maupgrade ba yung internet ko sagot ng customer service “Yes” daw wait lang daw ng 24-48 hours or 3-5 working days for upgrading. Pero ilang linggo ang lumipas wala pa din nangyari at lalo pa bumagal ang internet ko from 25mbps naging 5mbps nalang ang nakukunsumo ko bumababa pa, pinipilit kong tumawag sa hotline ng PLDT recording lang ang sumasagot saken sinasabe na hindi available ang technical suppport nila at nagbigay sila ng dispatch number para technical support. Ilang beses ako tumatawag bago pa dumating ang second payment ko pero wala pa din sumasagot na customer service. Pagkatapos nung dutaing na yung July 17, 2018 tumawag yung recording for reminding sa payment. Tapos mai tumawag ulit kahapon July 20, 2018 sa customer service ng PLDT na reminding about sa payment ko ng PLDT internet at ihohold muna daw account hanggang sa makapagbayad ako. Pano ko babayadan kung hindi maayos at wala silang aksyon sa internet kona ilang beses kona tinawag sa hotline nila na “171” hindi ko babayadan ang bill kung ganyan lang din naman ang service nila. Magbabayad ako tapos hindi kona naman makukunsumo yung internet speed na pinakabit ko, nonsense lang din nagsasayang lang ako ng pera. Pahelp naman po ng concern kona ireport ang internet ng PLDT. Thank You.

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