PLDT Home said it remains confident in the long‑term growth of its broadband business, as it prioritized foundational investments in the first quarter to modernize platforms and improve customer experience.
PLDT Senior Vice President and Head of Business for Home John Y. Palanca said the company deliberately took a softer first quarter as part of a longer‑term strategy to enable innovation and sustainable growth.
“The business wants to innovate in AI and continuously improve the customer experience journey. With an ageing platform, we deliberately chose a softened quarter as part of a longer‑term growth strategy,” he said. “What’s clear is that we are on a path to growth, with innovations designed to deliver a better customer experience.
PLDT Home continues to see steady demand for home broadband services, supported by evolving customer behavior and the growing adoption of prepaid home internet offerings.
The company said it has strengthened its value proposition by being first‑to‑market with bundled offerings that combine broadband with streaming services and smart home solutions. These bundles allow PLDT Home to deliver added value to customers without relying on price‑led promotions, while improving customer loyalty.
PLDT Home also reported an improvement in its net promoter score (NPS), reflecting gains in stable connectivity, consistent speeds, and overall broadband experience. Brand strength and a broader range of product offerings further contributed to higher customer satisfaction.
PLDT Chief Operating Officer and Head of Technology Menardo “Butch” G. Jimenez Jr. said subscriber trends remain healthy despite a normalization from pandemic‑driven demand.
“We expected some increase in home subscriber requirements. While it’s not at COVID levels, we are seeing a slight but steady uptake,” Jimenez said. “There is no slowdown in home subscriptions. In fact, with the advent of fiber prepaid, demand is accelerating. The Home business is on safe ground, even as we recognize potential challenges ahead, including pressure on household spending.”
PLDT Home said customer experience improvements will continue alongside ongoing platform migration, noting that progress may not be linear as systems are modernized.
“What is clear to us is that we are confident we will see growth in 2026, even if we cannot yet quantify the pace,” Palanca said. “Our focus remains on being customer‑centric and ensuring that every improvement we make translates into a better experience for our customers.”
