As digital dependence grows, customers now expect more from telco providers—not just fast speeds, but also reliable connections and responsive customer service.
This shift in expectations is reflected in PLDT Home’s 2025 results. While business performance reached record highs, the company’s audited figures also show strong customer retention, with 3.76 million fiber subscribers nationwide and an industry-leading churn rate of 1.8 percent.
Behind these numbers is a deliberate strategy to simplify digital living and strengthen service reliability, PLDT Home said in a statement.
Fiber now accounts for 98 percent of PLDT Home’s business, generating P59.4 billion of its P61.0 billion home revenues in 2025. This scale is supported by a strong network, with roughly 1.25 million cable kilometers of domestic and international fiber connecting homes across the country.
PLDT chief operating officer and chief technology officer Menardo “Butch” G. Jimenez Jr. said, “We believe the future of the industry depends on how we harness connectivity and AI together.”
“If we stopped at just providing connectivity, our revenues and relevance would eventually plateau. This synergy will drive the next generation of growth for telco,” Jimenez stressed.
Customer service as growth priority
In 2025, PLDT Home sharpened its focus on customer experience as a key driver of customer retention and trust.
Recognizing that reliability goes beyond infrastructure, the company has been investing in automation and AI-enabled customer engagement platforms to improve service responsiveness and consistency.
“Dapat maramdaman ng customer (customers should experience it),” said John Y. Palanca, PLDT Home senior vice president and head of consumer business.
“That’s the primary goal of all these efforts. We want our customers to feel the difference—especially when it comes to installation and repair, as well as basic troubleshooting.”
These capabilities are designed to deliver end-to-end digital journeys, faster turnaround times for installation and repair services, proactive resolution of common issues, and more personalized support.
By integrating automation tools with human expertise, PLDT Home reinforces its customer-first mission to enhance digital experiences for every family.
“Our mission is to fast-track the nation’s digital transformation and shape a future where every Filipino home is powered by a reliable fiber connection, enhanced with immersive entertainment and intelligent smart home innovations. With a foundation built on a strong and reliable fiber network, we’re able to give every Filipino family the opportunity to participate and win in the digital economy,” Palanca added.
In 2025, PLDT Home accelerated the digital transformation of its customer support systems into a seamless and tech-enabled experience.
The company’s web-based self-service platforms also improved transaction convenience and reinforced transparency by allowing customers to manage accounts, track service requests, and access information easily.
What reliable connection means at home
Inside the home, PLDT Home Fiber Unli All plans continue to streamline digital living. With boosted speeds, unlimited calls, and integrated access to content from partners such as Cignal, Max (HBO), and IGV Game Pass, families benefit from a simplified subscription instead of managing multiple services.
This integrated approach reflects how modern households use the internet across work, entertainment, and communication with loved ones.
Accessibility also remained a key focus. In 2025, PLDT Home Fiber Prepaid emerged as one of the fastest-growing prepaid fiber offerings in the market, expanding access to reliable connectivity through flexible, easy-to-load packages.
This reinforces PLDT Home’s role in bringing fiber internet to more Filipino homes, including those in underserved communities.
Beyond connectivity, PLDT Home continues strengthening its positioning as a lifestyle brand through its PLDT Home Life suite of digital products.
Curated Smart Home starter kits make home security, monitoring, and automation accessible even to non-tech users.
These solutions aim to make smart homes practical rather than aspirational, enhancing safety, convenience, and peace of mind for Filipino families.
Looking ahead to 2026
In 2026, PLDT Home is deepening its commitment to customer experience by further advancing artificial intelligence across its customer service operations.
By deploying a more proactive and automated ecosystem, PLDT Home aims to ensure concerns are resolved with minimal disruption to customers’ daily lives.
As Filipino households become increasingly digitally dependent, PLDT Home’s foundation remains clear: a reliable fiber network and smarter service capabilities that anticipate needs, reduce downtime, and strengthen long-term customer trust.
In a telco market where choices are abundant, PLDT Home’s continued growth underscores a simple truth: customers stay when service is truly trusted and reliable. —Ed: Corrie S. Narisma
