Ref# [protected] for this "valued subscriber's" concern since October 4, 2019. Date today: October 16, 2019 - It takes almost an hour to an hour and a half to get through a live agent via 171. Add another dozen hours of waiting for a live agent. So far, I've talked to several live agents (Jonathan, Arman, Arnold, Jun, Del, Louie, Daphne, Jam and Hazel). On 3 occasions, while talking to a live agent, call ends. No callback at all, nothing! - I have also reached out, to my consternation, via Twitter. Whoever is manning @PLDT_Cares replies using canned, scripted spiels assuring me that my concern has been endorsed (or staged ) for outside facility repair or follow-up reports have been sent to the support team. - On my 12th day of unresolved concern, turnaround time committed to this "valued subscriber" has changed from 24-24 hours to 24-72 hours to 3-6 days.