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    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:

    • Business Internet (Guam/CNMI): All services have been restored – If you continue to experience service issues, please contact 671-688-2677 (CORP) You may continue to use your mobile data to tether to devices such as laptops and tablets at no additional cost.
    • Business Phone (Guam/CNMI): Most services have been restored – If you continue to experience service issues, please contact 671-688-2677 (CORP). Our support teams remain ready to serve you.
    • Email Service (Guam.net): Past data is being synced to your account. We will keep you updated as restoration progresses and communicate when your email will be accessible.
    • MaxTrack Portal: Customer portal is down, but our team is working diligently with our business partners to come to a resolution.

    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 have mobilized all technical resources 24 x 7 and our tech teams are working directly with our business partners to come to a resolution.
    • We continue to make progress in addressing the incident, however, this remains an evolving and dynamic situation.

    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.

    1. Unplug your modem.
    2. Wait at least 30 seconds.
    3. Reconnect 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

    1. Unplug your SuperPod and modem from power.
    2. Unplug anything connected to the SuperPod via Ethernet.
    3. Wait at least 30 seconds.
    4. Plug any Ethernet cables back into the SuperPod.
    5. Reconnect 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:

    1.  The message will be rendered undeliverable and the sender must resend the email to your inbox.
    2. Email remained in queue from the sender and will be sent to your Guam.net inbox once services come back online.