How to Request Termination of Service from PLDT

How to Request Termination of Service from PLDT

This post was originally written back in August 2015. I have updated the content in May 2019 when we submitted another termination of service from PLDT since there were changes to the process.

When we moved out of our apartment back in 2015, we went through the request of termination of service from PLDT since we no longer needed the line we had in the apartment. Back then, the whole process was purely online.

When we moved out of our condominium, we discovered that the request for PLDT line termination changed. Unfortunately, this isn’t the case now.

Steps to Terminate Your PLDT Line

Before requesting for PLDT line termination, make sure that all your bills are settled. They will not process your request if there are outstanding payments in your account.

It is also important to note that for the PLDT Disconnection Request to push through, you need to have finished your two-year contract and you did not apply for any recent upgrades (i.e. Telpad add-on, FamCam, etc).

If you are unsure about when your two-year contract ended and if you had any recent upgrades, call 171. The customer service representative will be able to help you find that information.

Once you have settled all your outstanding balances, head over to the nearest PLDT branch and submit a letter of request to terminate your account.

You can find a fillable and downloadable letter of request here.

Aside from your letter of request, make sure you have two government-issued IDs with you as the customer service representative will need those to verify if you are indeed the account holder.

Aside from your request for termination of service from PLDT, bring with you your telephone unit and modem. You need to surrender both for the request to move forward.

Once you surrender these items, they will provide an acknowledgment receipt that these items have been returned to PLDT. Make sure you keep that receipt – just in case!

As I was speaking with PLDT’s customer representative, she urged me to just transfer my existing line to our new place. If you’re looking into transferring your line instead of disconnecting, I have an article about that below.

READ:Β PLDTΒ Transfer Address Step by Step

But since I already have an existing PLDT line in the house we moved into, I pushed through with the disconnection.

Please note that this website and its owner are not connected to PLDT. If you have any concerns, it is best to request support through the correct channels.

Click here to see the list of ways to contact PLDT Customer Service.

Kimberley Reyes

Kimberley Reyes is a woman of many hats. She writes about how she happily manages her roles as wife to her firefighter husband, mom to her four kids, and Online Business Manager to her clients.

This Post Has 101 Comments

  1. Denmark Mendoza

    Hello good day!
    Ms. Kimberly Reyes I have concern regarding po sa PLDT. I just want to know kung magpapaterminate po ba ako ang babayaran ko po ba ay ung remaining months na hindi ko nabayaran sa loob ng 36 months na contract? And I already called 171 and I just need some responds about po dito mam. Thanks in advance!

    1. Kimberley Reyes

      What did 171 say po? They can best answer this question since they have your records and contract. πŸ™‚

  2. pearl bragat

    Hi maam,

    Just wanna ask if how much usually po yung payment for termination fee? Yung papa ko po kasi nagpakabit ng PLDT a month ago for our work from home set up but eventually, we are back in the office na since nakabitan na kami and my mom wants to terminate our connection to PLDT can I possible to terminate it if it is only last for 1 month ? or how much the termination fee if possible ? Thank you in advance.

    1. Kimberley Reyes

      Good evening! Unfortunately po, I can’t remember how much the termination fee was since this post was back in 2015. The best place to get the answer is from PLDT. You can call them or visit a branch. They will provide termination details.

  3. Angelol Lim

    Ask ko lang kasi tapos na ung 3 years namin sa pldt then nag renew kami then gusto sana naman ipaputol na ung PLDT HOMEBRO ULTERA namin

    1. Kimberley Reyes

      Good morning! Check your contract po kung ano ang termination guidelines. Or, you can call/visit PLDT for the information.

  4. Victor Lloyd

    Hi mom,
    Meron po bang additional termination fee pag nag settle ng remaining balance for termination of my PLDT account? Tapos na po ang lock in period ng account ko, pero meron pa akong babayaran na outstanding balance. Ang main concern ko po ay kung meron bang additional termination fee. Hindi po kasi nasabi nung agent na nag entertain sa akin sa 171, then ang hirap pong kumontak sa kanila ulit, halos naubos buong maghapon ko sa kakacontak sa kanila.
    Thanks in advance.

    1. Kimberley Reyes

      Sa pagkakaintindi ko, pag tapos na ang lock-in period, wala nang termination fee. You still need to pay the outstanding balance. The best way to confirm though is to call them or visit their branch. Wag tayong mag-assume kasi hindi natin kabisado ang policies nila.

  5. John Sabillo

    Ask ko lng po kung meron ba ibang paraan para ma close/terminate ang account thru online? Cebu is under ECQ kasi, and mahirap kami makalabas2x and parang close na yung mga offices. Nakalipat na kasi kami ng bahay and need namin ipa terminate yung account namin sa previous address para hinde na mag continue yung bill.

    1. Kimberley Reyes

      Hi John. I was able to close mine online. However, this was a few years ago. I’m not sure if this is still an available option. My advice is to call them and find out how you can close your account. They will help you out.

      1. Diet

        contact pldt first using 171 and they will apply you for termination of the account then send an email to applications@pldt.com.ph with your letter of request and valid ID’s

  6. Godfrey L.D.

    We’ve been on PLDT since we moved for 7 years. And yes their service absolutely sucked. Our internet is down for about 2 weeks now without any response and action from them and its greatly affecting our work from home so we decided to terminate our contract and apparently we can request for termination via messenger as advised by their customer service operators. I asked them how to and this is their response:

    “Hi Godfrey, you need settle remaining balance as of May 16 cut-off and you can send an authorization letter signed by the account holder copy of payment rcpt with his ID and your Id as representative via messenger.”

      1. sherry

        where do i send the termination letter?

        1. Kimberley Reyes

          When I did this, I sent the letter via email. If that’s not the process now, you can submit it through one of their branches.

          1. Vincent

            Hi! Just wanna ask, where can i pay the termination fee? Kakatapos ko lang kausapin yung rep nila, but i forgot to ask kung saan ko babayaran. Also ask ko na din po, should i send ba muna yung requirements for termination, or should i pay the termination fee first? Thank you!

          2. Kimberley Reyes

            I paid sa PLDT branch. πŸ™‚ Pwede mo nang isabay ng submit yung documents and termination fee para isang punta ka na lang.

  7. Nini

    Hi po. Do you know if it is possible to terminate our Ultera plan if I am not the account holder? My sister is the account holder but she is based abroad now.

    1. Kimberley Reyes

      Usually, you’ll need an authorization letter from the account owner. The best thing to do, however, is to reach out to PLDT support so they can give you a list of requirements for termination if you’re not the account owner. I hope that helps!

  8. edwin marcelo

    Hi mom,
    Im almost 5 years subcriber of pldt home ultera can you give me an advice and what procedure i can do to terminate it?only my unsettled bill will i pay?and there is a termination charge?thank you and i appreciate your reply

    1. Kimberley Reyes

      Hello Edwin! Please check your contract to be sure what the terms you signed are. πŸ™‚ Or, you can contact them through 171 or 172 to find out.

  9. Madel Kerlin

    I am having no luck connecting to anybody at PLDT. The 171 number doesn’t give you the option to talk to a person. I sent numerous FB messages to PLDT Home but all went unread. I also tried to send a service ticket, but regardless of what you select, nothing is available. I also emailed customercare@pldt.com.ph and received an autoresponse saying:

    ‘Thanks for your e-mail.
    This e-mail address is no longer available. Please send us a message with your concern and account details via direct message at our PLDT Home Facebook Page or Twitter @PLDT_Cares.
    You can also download the PLDT Home app from the Google Play Store or Apple store so you can check your bill, manage your account, file a service ticket and more. You may also call our Customer Service Hotline at 171.’

    What a joke! It’s like they ceased to exist! But I betcha they will be relentless in running after unpaid bills.

    I am leaving the country in a couple of days so the only thing I can do is ask my brother to handle this for me. I did pay the one-time No Lock-Up fee of P4,500 because I knew my stay here was shorter than 2 years. And I will stop paying once I disconnect the router. There better not be problems later on. Haaayz.

  10. Jevan Villarino

    Hi. Where can I send the termination letter? Can you give me the email address. Thank you.

    1. Kimberley Reyes

      I sent it via their customer support. I believe it’s on their website.

      1. Rutchanie

        is there a termination fee ?

        1. Kimberley Reyes

          If you’re terminating before your contract’s end date, I believe.

          1. Roangelo

            Will there be a termination fee even if the reason is they fail to provide the service?

          2. Kimberley Reyes

            Hello! In my experience, they refund days when services are down provided that you reported it to them (you have a reference number). I have received refunds before because all days when internet was down were reported and documented.

            However, I’m not sure if they can waive the termination fee.

  11. Jane

    Hi. Ask ko lang po kung gaano katagal yung disconnection nila from the day na nasend yung Letter to Request Termination? Thank you.

    1. Kimberley Reyes

      Medyo matagal ko na ‘tong nagawa. If I remember correctly, though, parang 2 weeks.

  12. BRIAN

    Please can OFFER your advise and or opinion and what recourse with PLDT?
    We had PLDT high speed internet and wanted to transfer services to our new home, however PLDT DOES NOT provide services to that area and PLDT sent technicians and said it was NOT possible.
    Afterwards we were told by PLDT representive we would only be liable for services up to the date we moved since they could not give us service at out new location…
    3 months later PLDT now is asking us to pay off the remaining balance…
    Had about 1 year left on 3 year contract.
    Please can you advise us Mom On Duty as to what or any recourse we may have?
    Respectfully
    Brian and Alma

    1. Kimberley Reyes

      Hi Brian and Alma, unfortunately, I think that’s one of their terms and conditions if you don’t complete the contract. πŸ™ When we transferred to a new home, we had our service moved there to avoid paying before-end-of-term fees. Luckily for us, they service the area we transferred too so we didn’t have any problems. That’s as much as I can share. Perhaps try working something out with PLDT directly? Baka pumayag naman na i-waive na?

    2. Saisai

      I have the same problem with SkyBroadband mine was waived becoz they can’t provide service on that area… But before it was waived they asked me to pay 7kphp which I didn’t use so they also send a letter of demand from an attorney, how I settled? I pass the letter of demand on NTC and that is how they waived those fees that I didn’t used… NTC will schedule a hearing for you in their office and will ask for a representative on their part. Sky didn’t want to undergo that process since they are obliged to pay 24k penalty to the government for nonservice.

  13. Ivy

    This is extremely helpful. Thank you very much for sharing your experience. God bless you.

  14. timdeguzman

    Hi. i have a PLDT fibr plan bundled with landline. Would you know if i can request for termination of the fibr only but retain the landline?

    Thanks!

    1. Kimberley Reyes

      Hello Tim, please get in touch with PLDT directly about this request. They can best answer this question πŸ™‚

  15. Cesar Purugganan

    Hi Mom,

    I want to terminate my Ultera subscription, I guess we are on a new lock in period. Reason is that service has stopped, we reported this more than a month ago, no support person comes over after 3 appointments, last 1 was yesterday. Been to their office twice and they reasoned out that it was because they do not have enough support people anymore – Good reason to terminate service and find a better one but is this a valid reason to terminate contract without having to pay the pre-termination fee? Can we ‘not pay’ for already more than one month of no service?

    1. Kimberley Reyes

      Hello Cesar. Unfortunately, I can’t answer this for you since I’m not from PLDT. But you can add this to your termination request. Perhaps they will consider it since the issue is on their end.

      1. Lyn

        Hi Cesar.

        I have the same problem and im wondering if you were able to terminate your contract without having to pay the pre-termination fee?

  16. Liesser

    Hi mom! How to cancel my automatic charge in pldt. Thank you.

  17. gin

    Hi Kim, I do have an iPhone plan 30 months in contract since July 2017. I assume that after 30th month of payment my bill will end as well as the agreement would be automatically terminated since I’ve paid bills for 2yrs and six months. However, this month, I receive a bill from PLDT stated that I need to pay my monthly bill. How could it be possible? Well, the plan I subscribe was not yet fully terminated by PLDT since I can still access (call & txt and use of data). What am I suppose to do?

    1. Kimberley Reyes

      For termination, you have to call/visit a branch to let them know you’re no longer interested. Otherwise, you will be charged for their services continuously.

  18. ice

    hi! am out of 3-year lock down period and thinking of having my account terminated due to slow and intermittent connection, but i was told by the PLDT customer service that i need to pay the termination fee of P500.00? is there really a fee? and to think lagi pa akong advance payment in my monthly billing.

    1. Kimberley Reyes

      Hi Ice, I was out of the lock-down when I asked our line to be terminated. I don’t remember being asked to pay for a termination fee. They just asked me to return the phone and wifi modem.

  19. daphne casil

    Hi mom Kimberly, im a student and Im planning to transfer or change location yun pldt namin as soon as possible..hopefully 3rd week of June before my summer class start though more than a month palang po ako gumagamit. What is the best thing i should do po? Do i have to pay anything about the change location?Thank you & Godbless

      1. Shaina Mae santos

        I just want to ask, is there any way they could offer payment arrangement for the re termination fee? Which is 3x the monthly fee?

        1. Kimberley Reyes

          Hi Shaina, I’m not from PLDT so I don’t have the answer to your question. The best place to ask is through their customer support or by going to a branch.

  20. Jason Jhon

    Hi ! What if I’ll move the service to the new address and by chance happened that PLDT is not available in my new address. Do I still need to pay for an early termination fee?

    1. Kimberley Reyes

      Hi Jason. This is a special case so it’s best to call their hotline to confirm.

    2. Joy A

      Hi, have you checked the terms for an early termination? How much will we pay?

      1. Kimberley Reyes

        Hi Joy – Please get in touch with PLDT. There’s a specific computation, I believe, and it’s based on the months left in your contract.

    3. Carmie Reyes

      YOU NEED TO TERMINATE YOUR EXISTING ACCOUNT AND STILL TRY TO APPLY FOR NEW ACCOUNT ON THAT NEW ADDRESS..FOR SURE MERON YAN, SIANSABI LANG NILANG WALA.. YOU HAVE TO TERMINATE JUST TO MAKE SURE NA HINDI NA MAG RU ANG BILL MO. GANYAN ANG ADVISE NILA SAKIN, SAME SITUATION PERO STILL NAKAPAG PA INSTALL PA DIN AKO SA NEW ADDRESS KO.

  21. Chochie

    Hi Kim b4 the lock in period expired Pldt called us na my libreng tablet kmi kasi valued customer kmi at we pay on time daw nalaman nlng nmin na naka tied up uli kmi for another 2yrs.
    Panloloko ginawa sa amin.
    Pwede ba ipaterminate e2?

    1. Kimberley Reyes

      They offered the same thing to us, but we didn’t agree to get the tablet after asking many questions sa salesperson na tumawag. Unfortunately, once you accept it, locked in ka ulit. I’m not sure if there’s a way around it, but maybe you can go to the branch and ask about it.

    2. Joy A

      Had the same experience. Those addtl 2 years was a pain since the Internet speed is the same for quite a alot of money from the last 4 years. Huhuhu

  22. kim john

    Hi Kimberly, This is helpful. Just wanna ask, if i’m already out of the lock-in period, do i still need to pay the termination fees?

    1. Kimberley Reyes

      From my understanding, if you’re out of the lock-in period, there shouldn’t be a termination fee anymore. But please do ask PLDT through 171 or visit a branch to be sure.

  23. Ytel

    Hi Kim,

    I forgot to ask if you returned the modem and the phone upon termination? Kasi you did this online lang dba? Thanks!

  24. chai

    Hi Kim

    Thank you for your helpful blog. I filed for TOL too but still i got billed for another month. Did the same happen to you ? My cut off was 28th of the month and we filed on the 31st of the month. Any info would help. Really troublesome without the 171 helpline. Thank you very much

    1. Kimberley Reyes

      Hi Chai, that didn’t happen to me. What I’m thinking is that’s because you filed after your cut off. It’s really best to get in touch with 171 so they can (hopefully) adjust.

    2. Ytel

      Hi Kim,

      What plan did you get? Is the 2500 termination fee the standard fee? When I went to PLDT they said that the termination fee is the cost of your monthly fee x 3 months if you were not able to finish the 2 year contract/lock-in period.

      1. Kimberley Reyes

        Hi Ytel, I wrote this article a few years back so they must have changed their terms. I’ll get in touch with PLDT one of these days so I can get their new terms re: termination. πŸ™‚

  25. Shyryll abad

    I had problem with pldt regarding upgrading, after upgrading to fibr, my ultera still genarate bills, now im having multiple account. Akala ko automatic na yun upon upgrading, why they use the term upgrade tapos mgkakaroon lng pala ako multiple account.

    1. Kimberley Reyes

      Hi Shyryll, it’s best that you contact PLDT directly regarding this concern. You can contact them via 171, then connect to the Bills Department.

    2. Richel Garcia

      Hi, What If ayaw ko na talaga magpareconnect and 6months lang ako sa service nila. What to do?

      1. Kimberley Reyes

        Check your contract with them. If your contract isn’t done yet, may charges yang disconnection.

  26. Mayumi

    Thank you po, this helped me a lot!

    1. sassy

      hi mayumi, any luck with your line termination

  27. alma simene

    hello bakit kelangan ng pre termination? sory but nore sure kasi sa rules nila.umabot kami ng 1 yr. ok lang ba wala ng termination request?

    1. Kimberley Reyes

      If you don’t request for termination, then they’ll continue billing you. If you don’t want to use their service anymore, you have to inform them.

  28. otep

    di ba parang fraud yon kasi di ka naman oaoa terminate oaoa transfer ka lang ng line dba parang nang sscam ang PLDT dto

    1. Kimberley Reyes

      If you read the whole post, this is about termination of line. Meaning, you’re not going to keep the line. I have a different post about line transfer, which I did for a different account.

  29. Charlene

    Hi. I want my line to be transferred as well and lock in period will end on Jan 2019. As per the agent aside from the P1,100.00 transfer fee mag rerefresh din yung contract. Which I dont think is fair bec I really wanted to finish the 2year lock in period so that I wont be needing to pay for the termination fee which is 3 times of my monthly bill. πŸ™ and per the terms and conditions its not indicated.

  30. Jayson

    Hi! Just went to a PLDT business office and terminate my line. Yep, all I did was submit my letter of request for termination and copy of my valid ID. Unfortunately, they just told me to just wait until the account or line has been fully closed. No reference number provided or like guarantee to me that they will close the account. I mean, no trail. I just need to know how will I know if my account has been closed already.

    So maybe I will just wait for few weeks.

  31. Pam

    Thank you! This is very helpful. πŸ™‚

  32. Will

    Are they really quick about transferring service? We will be moving to a new location in 6 months, but would like to start a connection now.

    1. Kimberley Reyes

      If your new location is ready for installation, then you may want to request already. But once the transfer is made, the line in your old location will be deactivated.

  33. ilma

    Hi, Good day ma’am Kimberley Reyes!
    Thanks for sharing. Ask lang po if nkapagbayad kapa ng x3 of your monthly bill? Or just the termination fee lang which is 2,500?

    1. Kimberley Reyes

      As I wrote on the article, I just had to pay P2,500 for pre-termination of the line.

      1. jomel

        hello po, mag 2 week na po fiber namin sa pldt ang bagal balak ko pa terminate na 2500 po ba yun babayaran ko?

        1. Kimberley Reyes

          Hi Jomel. I do not represent PLDT – it is best to get in touch with them to make sure you get the right amount.

  34. izasantillan

    Thank you for this. This is pretty helpful. We actually moved out already and I haven’t had the line cut yet as we thought it would be automatic. Will let you know if I succeed!

    1. Kimberley Reyes

      Hi Iza, I think they’ll continue charging you if you don’t notify them. You wouldn’t want that in your record. It’s an easy process so might as well do it. πŸ™‚

      1. Iza

        I did it! I had my husband file it for me during his time off. Thank you for this!

  35. Hi mom on duty, I was thinking of 2,500 + x3 of your monthly if you terminate your subscription. Is this right?

    1. Kimberley Reyes

      I only paid Php 2,500 and the last bill that I haven’t settled.

  36. Je Ri

    Hi! I’ve the same question din po if may lock-in period ung pldt account na pina-deactivate po ninyo..

    1. Kimberley Reyes

      Yes, lock-in period is 24 months. I deactivated it before the lock-in period ended so I had to pay a fee to have it deactivated.

  37. Mavz

    OMG. Wait , I just want to confirm if I get it right. They would not terminate my line unless I pay the termination fee?

    1. Kimberley Reyes

      Yes – but if you’re over the contract duration, you don’t need to pay the fee.

  38. Irish

    Magkano po kaya termination fee? kase ipapaterminate ko na sana yung additional plan dun sa dating plan. Ang sabi ng pldt representative kelangan bayaran yung termination fee which is 2,500 at yung remaining months at meron pa device cost. I don’t think kung dapat eto talaga bayaran kase sobrang laki po bayaran para lang sa termination.

    1. Kimberley Reyes

      Termination fee is written in my blog post. Kindly read through. Thanks

  39. Hanna

    Yung sa akin July 19, 2016 ako nag request hanggang ngayon hindi pa na transfer yung line. =(

  40. Seirc

    Hi mom! So I wonder what if there is a lock-in period. Do I still need to pay the rest of the month? xD

    1. Kimberley Reyes

      I was only billed P2,500 for the pre-termination fee. I didn’t pay for the remaining months. Best way to confirm is by calling PLDT so you know what you need to pay for.

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