Internet Service Issues in the Philippines: How to Demand Proper Installation and File a Complaint with the NTC

For general information only; not legal advice.

1) Why this matters

Home and small-business internet is now an essential utility. When installations are sloppy or service is chronically underperforming, you are not powerless. Philippine law and regulation provide a clear path to (a) demand proper installation and (b) complain to the National Telecommunications Commission (NTC) when your provider refuses to fix things.

2) The legal framework (Philippine context)

Public Telecommunications Policy Act (R.A. 7925) Establishes the policy of universal access and empowers the NTC to regulate telecommunications service providers, including quality of service (QoS), consumer protection, and enforcement.
Public Service Act (Commonwealth Act No. 146, as amended) Recognizes telecommunications as a public service and supports NTC’s quasi-judicial powers to hear complaints, impose fines, and issue orders.
Executive/Administrative Issuances creating and empowering the NTC The NTC exercises rule-making and adjudicatory functions over telecoms; it can summon parties, require documents, conduct hearings/mediation, and penalize non-compliance.
Consumer Act of the Philippines (R.A. 7394) Prohibits deceptive, unfair, and unconscionable sales acts. Truthful advertising and clear disclosure of material terms (lock-in, early termination fees, speeds, installation charges) are required. Although NTC is the sector regulator, the Consumer Act principles inform remedies for misrepresentation.
Civil Code on obligations and contracts A service contract can be rescinded or damages awarded for breach, fraud, delay, or negligence (e.g., repeated failure to provide contracted service; damaging your property during installation).
Local building, fire, and electrical rules (PD 1096; RA 9514; PEC) While you won’t litigate these directly against an ISP at NTC, they set baseline safety and workmanship expectations for installers (e.g., proper grounding, safe cable routing, sealed wall penetrations).

Key takeaway: The NTC is your primary venue for service-quality and installation-related disputes with ISPs. Civil claims (e.g., for damages or refunds) may be pursued separately before regular courts or small claims courts.

3) Typical issues—and how the law views them

Improper or unsafe installation
- Exposed/loose outdoor cables, unsealed wall penetrations, no drip loops, bad terminations, router placed unsafely, or installers leaving debris/damage.
- This may constitute negligent performance of a service contract and a potential safety concern. You can demand rectification at no additional cost.
Chronic underperformance
- Sustained speeds, latency, jitter, or packet loss materially below plan expectations despite proper wiring and customer premise equipment.
- NTC QoS policies require ISPs to meet service standards. Recurrent failure may be actionable.
Missed installation appointments / unreasonable delays
- Unreasonable delay in activation after payment or after committing an installation date can be a breach of contract.
Billing for non-service / wrongful charges
- Billing before activation, charging for truck rolls to fix their own workmanship, or undisclosed add-ons runs afoul of fair-billing and truthful-advertising principles.
Lock-in and early termination fees (ETFs)
- Lock-ins are generally lawful if clearly disclosed and not unconscionable. But if the cause is poor service or defective installation that the ISP refuses to fix, you may seek termination without penalty and/or refunds.

4) What “proper installation” practically means

When you demand “proper installation,” you’re asking for work that is safe, neat, and compliant with basic standards and your plan’s technical requirements:

Outdoor drop with adequate slack/drip loop; weather-resistant fasteners; no crossing energized conductors; safe clearances.
Wall penetration cleanly drilled, sleeved where appropriate, and sealed against water/pests.
Indoor routing tidy and secured (clips, raceways where needed), away from heat/moisture sources.
Fiber termination / modem placement near a reliable power outlet, with ventilation; ONT/SFP properly provisioned; no kinked fiber.
Grounding/surge protection consistent with electrical safety norms where applicable.
Handover & testing: installer demonstrates: (a) light levels/LOS (for fiber), (b) plan provisioning, (c) wired speed test, and (d) Wi-Fi guidance (SSID, password, channel basics).

If any of the above is missing or shoddy, you have grounds to demand correction.

5) Build your evidence file (before you escalate)

Document everything—NTC and courts reward organized consumers.

Contract & plan details: application form, service agreement, lock-in/ETF, installation inclusions, official receipts.
Tickets & communications: reference numbers, time/date, names/teams, chat/email/SMS screenshots.
Photos & short videos: cable routes, unsealed holes, damaged finishes, outdoor mounting, device indicators.
Technical logs:
- At least 5–7 wired (ethernet) speed tests on different days/times (note: Wi-Fi tests are easily attacked by ISPs).
- Ping/latency and packet-loss samples (e.g., ping 8.8.8.8 -n/-c 50).
- A brief network diagram (modem/ONT → router → your device).
Impact summary: missed work/classes, safety hazards, property damage, direct costs (e.g., buying your own conduit because the installer refused).

6) Escalation ladder (use each rung firmly, in writing)

Step 1 — Internal ISP escalation

Open a ticket describing the defect/outage precisely and request on-site remediation at no cost.
Set a reasonable deadline (e.g., 5–7 working days) for corrective action.
Ask for service credits where applicable (many ISPs have policies for prolonged outages).
Follow up in writing if they miss the deadline; request elevation to a supervisor or the Office of the President/Customer Experience.

Step 2 — Formal Demand for Proper Installation/Rectification

Send a signed letter (email + hard copy, if possible). Include:

Facts, dates, photos, ticket numbers.
Contract references (plan name; installation scope included in your order).
Specific remedies you require (e.g., re-run fiber through conduit; seal penetrations; relocate ONT; waive truck-roll fee; credit ₱X for downtime).
A final deadline (e.g., 5 working days) and a notice that you will file with the NTC if unmet.

A model demand letter is provided in Section 10.

Step 3 — File a Complaint with the NTC

If the ISP still refuses or the problem keeps recurring, proceed to NTC.

7) NTC complaint: what to file and what to expect

A. What to file (minimum set)

Verified Complaint or Affidavit stating material facts in chronological order (see template).
Proof of identity and authority (government ID; if you’re not the account holder, attach authorization).
Contract/plan papers, ORs, account statements.
Evidence attachments (photos, videos, logs, speed-test results, ticket screenshots).
Proof of prior demand (your Step-2 letter) and the ISP’s response or non-response.

Tip: Paginate and index your annexes (Annex “A” – Contract; “B” – Photos; etc.). A clean file shortens handling time.

B. Where and how

You may file with the NTC Central Office or the NTC Regional Office that covers your service address. Filing may be physical or electronic. (Procedures may vary slightly by office; bring both printed and electronic copies on a USB or email when asked.)

C. NTC process (typical flow)

Docketing & evaluation. Your complaint is assigned a case or reference number.
Directive to ISP to comment or appear; some cases undergo conciliation/mediation facilitated by NTC personnel.
If unresolved, summary hearing or position papers may be required.
Resolution/Order. NTC may direct the ISP to correct the installation, restore service to standards, refund/credit improper charges, and/or pay administrative fines.
Compliance monitoring. ISPs are typically required to submit proof of compliance within a set period; persistent non-compliance can trigger stronger sanctions.

D. Timelines

Expect the mediation stage to move relatively quickly if your file is complete. Contested, evidence-heavy matters can take longer. Always ask for a compliance deadline in the NTC order.

8) Parallel and subsequent remedies

Service credits and refunds directly from ISP. Keep pressing for credits during the NTC process.
Small Claims Court (for money claims without attorneys, up to the current jurisdictional cap): ideal for refund of fees, damage to finishes, or replacement of damaged customer equipment—especially when the amount is modest and liability is clear from photos and tickets.
Regular civil action for larger or complex damages (e.g., water ingress from unsealed penetrations).
DTI complaint for deceptive or unfair sales practices (e.g., bait-and-switch promotions), recognizing that NTC remains the sector regulator for service quality.

9) Practical standards you can insist on (checklist)

Use this as a punch-list when the crew returns:

Pre-work: technician explains the route; obtains your consent for drill points and device location.
Outdoor: drop line secured; no cable “garlands”; weather-appropriate fasteners; safe distances from power lines; drip loops present.
Penetrations: holes clean; use bushing/sleeve if sharp metal; sealant applied (silicone/appropriate).
Indoor: no cables across doorways; protected from pets/children; router on a stable shelf, ventilated; no extension cords if avoidable.
Fiber termination: no tight bends (< about 30mm radius); splice tray/box closed; light levels pass.
Testing: technician performs a wired test showing plan-appropriate throughput and acceptable latency; notes readings on the job sheet; leaves you a copy.
Handover: SSID/password handed in writing; escalation hotline or email noted; work area cleaned.

10) Templates you can reuse

(A) Demand Letter for Proper Installation / Rectification

Subject: Demand for Proper Installation and Service Rectification — [Account No./Service Address] To: [ISP’s Customer Care / Complaints Unit] Date: [____]

I am the subscriber of [Plan/Speed] for Service Address [], under Account No. []. On [dates], your installers performed/attempted installation. Since then, the following issues persist:

[e.g., Unsealed wall penetration on the west wall, causing water ingress risk];

[e.g., Fiber cable stapled without protective clips; fiber bending radius visibly exceeded];

[e.g., Sustained speed below plan despite wired tests; see Annex “C”].

These constitute non-conformity with basic safety/workmanship and your contractual duty to deliver service fit for purpose. I hereby demand, at no additional cost:

Re-routing and securing of the drop; proper sealing of penetrations; tidy indoor routing;

ONT relocation to [location] with proper power and ventilation;

Confirmation of activation and plan throughput via wired test;

Issuance of service credit for downtime from [date] to [date].

Kindly rectify within five (5) working days from receipt of this letter. Failing this, I will file a complaint with the NTC and pursue refunds and other remedies available under law.

Sincerely, [Name, signature, mobile/email] Attachments: Photos (Annex “A”), Speed tests (Annex “B”), Ticket logs (Annex “C”), Contract (Annex “D”)

(B) Verified Complaint / Affidavit for Filing with the NTC

[Your Name], of legal age, Filipino, with address at [____], after having been duly sworn, depose and state:

I am the subscriber of [ISP], [Plan/Speed], Account No. [____], installed/activated on [date].

The installation and service are defective, as follows: [brief, numbered facts with dates].

I demanded rectification on [dates]; despite follow-ups and tickets [numbers], the defects remain.

The foregoing violates my service contract and applicable NTC quality-of-service requirements.

I suffered damages including [down-time, lost opportunities, out-of-pocket costs]. PRAYER: I respectfully request that the NTC order [ISP] to (a) correct the installation and restore service to standards within a firm deadline; (b) refund/credit improper charges and fees; (c) pay appropriate administrative fines; and (d) submit proof of compliance. Annexes: A – Contract; B – Photos; C – Speed-test logs; D – Tickets; E – Demand Letter; F – Billing. VERIFICATION AND CERTIFICATION: I attest to the truth of the foregoing and that I have not commenced any other action involving the same issues. [Signature over printed name] SUBSCRIBED AND SWORN to before me this [date] at [city].

11) Strategy notes (what works in practice)

Make it easy to say yes. Propose a specific re-visit window; list exactly what must be fixed.
Wired, not Wi-Fi. ISPs often deflect by blaming Wi-Fi. Lead with wired test evidence.
Photos beat adjectives. A tight, well-labeled photo set persuades faster than long narratives.
Ask for credits early and often. Many credits are discretionary unless an order compels them.
Be civil, be firm. Professional tone increases cooperation; a clear NTC path keeps things moving.

12) Frequently asked questions

Q: Can I terminate early without penalty if service is bad? A: You can ask for termination without ETF where the provider materially breaches (e.g., persistent failure to deliver contracted service or refusing to fix unsafe installation). Documented breach plus an NTC complaint or order significantly strengthens this request.

Q: Do I need a lawyer at the NTC? A: Not for straightforward complaints. The process is consumer-friendly. You may, however, engage counsel for complex or high-value cases.

Q: Will NTC force the ISP to pay me damages? A: NTC can order corrective action, service credits/refunds, and administrative fines. For broader damages (e.g., property damage, consequential losses), file in court (often via small claims if within the ceiling).

Q: My condo/admin is blocking installation. What can I do? A: Ask your ISP to coordinate formally with the building/admin for technical clearances and routing. If refusal is arbitrary after reasonable safety/engineering proposals, raise it in your NTC complaint as a service-provision barrier (the ISP remains the regulated party and should lead right-of-way negotiations).

13) Short, actionable checklist

Gather contract, tickets, photos, and wired speed logs.
Send the Demand Letter with a 5-day fix deadline.
If unresolved, file the NTC Complaint with annexes.
Attend mediation; insist on a firm compliance deadline and service credits.
If needed, pursue small claims for residual money claims.

14) Final reminders

Keep everything in writing; confirm phone calls by email or message.
Don’t agree to pay “re-installation” or “truck-roll” fees to fix their own workmanship.
Be specific about the fix and the deadline.
A clean, indexed evidence file is your strongest leverage—at the ISP and at the NTC.

If you want, I can turn your facts into a filled-out demand letter and affidavit using the templates above—just give me your plan, dates, and a short summary of the defects.