In today’s digital age, reliable internet access is as essential as electricity and clean water. From remote work and online education to digital banking and telehealth, a stable WiFi connection is no longer a convenience—it’s a lifeline.

So what happens when that lifeline is cut?

I’ve been a loyal PLDT fiber subscriber for a long time and generally, I’ve been happy with their service; PLDT consistently ranks as the fastest fixed-broadband internet service provider (ISP) in the Philippines. From time to time, I’d experience dial tone and internet connection problems. After reporting it, the issue usually got resolved within a day or two. But it seems some things have changed.

On June 3, the same problem occurred. Naturally, I reported it, hoping for a quick resolution. A repair request number was assigned, along with a 48-hour promise of repair. This time, however, the repair didn't happen. Surprisingly, the request number was dropped, and when I called back three days later, I was told no repair request was pending. I had to ask for a new repair ticket to be generated. Subsequent daily follow-ups brought a series of apologies and promises to escalate the request. Meanwhile, my online meetings were a struggle, even with mobile data as a backup. To cut to the chase, the problem was finally resolved on June 11—the ninth day.

For many individuals and families, especially those whose livelihoods depend on working from home or running online businesses, a weeklong internet outage isn’t just frustrating—it’s financially devastating. Deadlines are missed, meetings canceled, and sales are lost. For students, it means falling behind in coursework. For isolated seniors, it means days without meaningful contact. For small businesses, it can mean closing shop, at least temporarily.

The damage isn't just economic—it’s social, emotional, and psychological.

While mobile networks like LTE and 5G might offer some relief, they’re often inadequate substitutes. Most mobile plans come with data caps, speed throttling, or spotty coverage, making them poor backups for households or businesses accustomed to the high-speed stability of fiber-optic connections. Fiber remains the gold standard for reliability and speed, but when it fails, users are often left in the dark with no viable alternatives.

This is where ISPs need to step up. In this specific case, I was truly disappointed with PLDT’s service. Follow-ups are generally handled by computer bots, and when you need to talk to a human, you have to wait a long time. In fairness, most service personnel are courteous and apologetic, but talking to so many during this episode seemed to reveal they were just responding from prepared scripts.

A review of similar cases online revealed this isn't an isolated incident. Online forums, Facebook groups, and Reddit are filled with stories of internet service interruptions lasting a week or more, service requests getting passed around like a hot potato, and vague promises that go unfulfilled. One consumer even claimed they finally got a response only after sending an email complaint, with a copy to the National Telecommunications Commission. That was a wise move, but do we really need regulators to get involved before we receive decent service?

Consumers are expected to treat ISPs as essential utility providers—paying monthly fees for uninterrupted service, often under contract. Yet, when disruptions occur, the level of urgency and accountability from some providers is sorely lacking. Vague service updates, long wait times, and limited support only deepen customer frustration. Even worse, compensation for lost service is rare or merely symbolic—hardly reflective of the real-world losses suffered by those affected.

We don’t tolerate prolonged outages of electricity or water without a strong response. Why should internet access be any different?

If ISPs expect to be trusted as infrastructure providers for the digital age, then they must uphold the same standards: rapid repair timelines, clear communication during outages, and fair restitution for prolonged service interruptions. Regulators, too, have a role to play in ensuring consumers aren’t left without recourse when providers fail to deliver.

This isn't a smear campaign. I have friends in high places within the MVP group, and I'm an admirer of the man himself. The PLDT brand is built on speed, but its backbone—the service experience—is buckling under pressure. The digital economy cannot run on we’ll get back to you soon. I want to see PLDT deliver on its promise, especially when the connection falters.

The pandemic showed us that connectivity is not optional. It powers our economy, our education systems, our relationships, and our access to public services. When the signal drops, all of that comes to a standstill.

It is 2025, and no one should have to choose between staying connected and staying afloat.