Stay tuned for the latest network updates.
Monday, March 27, 2023
Håfa Adai Valued Customers,
I'm writing to update you on the events beginning Friday, March 17, 2023. Early that morning, a cybersecurity incident occurred and some of our servers were attacked. Immediate failsafe protocols were initiated by our cybersecurity technicians to shut down affected servers and isolate the intrusion. Your customer data is safe. Our mobile network services and fiber services have remained unaffected. However, we understand that this outage has been a huge disruption and has extended through the weekend and, for some customers, into this week. I know apologies are only worthy if they are backed by action. Please allow me to inform you of what’s being done to restore and reinforce your services.
We have mobilized all technical resources 24/7 and continue to make progress in addressing the incident. However, this remains an evolving and dynamic situation. All hands in Guam, the CNMI, and federal law enforcement resources are working to resolve this issue.
Here's what we're doing to keep your business connected:
Our stores and call centers are operating with limited functionality. For non-critical issues, please email enterprisecare@docomopacific.com.
Attacks like these cannot be easily predicted or prevented, and I deeply apologize on behalf of DOCOMO PACIFIC for the disruption it has caused. Personally, I, along with my entire team, will not rest until your services are fully restored and secured. Thank you for your continued understanding and for your patronage.
Sincerely,
Rod Boss
President & CEO
DOCOMO PACIFIC
Friday, May 5, 2023
Håfa Adai Valued Customers,
Our webmail.guam.net email service has been restored as of April 4, 2023 and you can access your account. To login, please use your current username and password.
All your past data should be accessible but if you are having trouble regaining access or viewing past email data, please complete this online form and our support team will reach out to you.
We appreciate your patience, understanding, and continued support, and we are committed to providing you with the highest level of service and security.
Your DOCOMO PACIFIC Team
Håfa Adai Valued Customers,
Thank you for your patience and continued understanding as we address the multiple services that have been affected by the March 17, 2023 cybersecurity incident. We understand this outage has caused a huge disruption to access of the MaxTrack customer portal. Please allow me to inform you of what’s being done to restore and reinforce your services.
We appreciate your continued support and loyalty, and we are committed to providing you with the highest level of service and security.
Your DOCOMO PACIFIC Team
Q: What should I do if I am still experiencing issues with my services?
A: If you are still having issues, please try these steps to power cycle your modem.
Q: What should I do if I am still experiencing issues with WorkPass?
A: If you are still having issues, please try these steps to power cycle your SuperPod and modem
Q: Some channels on dTV+ are blacked out. What should I do?
A: If you are still having issues with dTV+, please call us at 671-688-2677 (CORP).
Q: I am unable to call out and receive calls. What should I do?
A: If you are still having issues, please try power cycling your modem. If problems persist, please call us at 671-688-2677 (CORP).
Q: What happened to my Guam.net email data on Friday, March 17?
A: All past data is being synced to your account and will be accessible once restoration is complete. Email correspondence sent on 3/17 may have two (2) outcomes:
DOCOMO PACIFIC Business Guam / CNMI
