Post-Typhoon Recovery Updates

Mobile – General Information

 Phase 1: May 25 – June 22 - Completed

• • Our Mobile Network has complete island coverage and is broadcasting a signal for voice and SMS.
  • Connectivity is restored to First responders, Government agencies, and businesses critical to island restoration.
    

Phase 2: June 22 - July 31 - Ongoing

• • Optimize Mobile Service quality (talk/text/data)

Fixed services include business internet, business phones, and cable TV.

• Internet, business phone, and cable TV services are operational in the various areas listed
• Services may be intermittent due to power fluctuations, poor signals, and downed lines in surrounding areas
• Alongside power restoration, areas with minimal to no network damage will come online automatically after you power-cycle your modem (see instructions below).
• If you have power and are experiencing service issues, please contact us via social media direct message, email customercare@docomopacific.com, or call 671-688-CARE: option 4

To see where our tech teams are working each week, follow us @docomopacific on Instagram and Facebook 

Fixed – General Information

1. What is the status of Guam’s Fixed Mobile restoration?
   • Phase 1: May 25 – June 22 - Completed

• • • Connectivity is restored to First responders, Government agencies, and businesses critical to island restoration.
    • Full island-wide assessment has been completed to begin Phase 2 of restoration to damaged areas.
  • Phase 2: June 22 – Ongoing

1. • • July 31 is our target for restoration to the majority of home and business Internet services and optimization of mobile network quality.
     • Extending and strengthening our fiber network as we rebuild.
   • Phase 3: TBD
     • Customers in significantly damaged areas will be a part of our Phase 3 recovery efforts. “Significant Damage” are areas that will take longer to repair versus rebuild completely. We will be contacting each customer directly that falls under Phase 3 to offer innovative internet solutions to keep you connected while we rebuild.
   • Additional support teams and equipment have arrived
     • Over 80 skilled workers and additional vehicles have arrived and are deployed to help with full restoration. These workers include mobile technicians, fiber and coax technicians, construction linemen, and project managers, along with a fleet of over thirty bucket trucks, pick-up trucks, and cable spool trailers.
2. I have power in my business, when can I expect business Internet?
   As areas re-energize, our field operations teams will assess whether our cable lines are providing connectivity. Here are a few things to keep in mind as power restores:

• • As power is/has been restored to your business, our Fixed services may be intermittent as we await restoration for stable island-wide power.
  • Should your area be restored with island power and your Fixed services are not operational, there may be damage in your area that will require assessment for restoration.
  • If your area has minimal to no network damage, your connections will likely automatically come back online alongside power restoration.
  • Once your residence receives power, our Enterprise Care teams are here to verify connectivity in your location. Don't hesitate to call Enterprise Care at 671-688-CORP (2677), and they will assist with troubleshooting and scheduling service calls.

3. Why do I have mobile services but not fixed internet?
   We are prioritizing restoring our Mobile Network first. When you begin to receive better quality Mobile service, we encourage you to tether to other devices until Business internet is restored. 

Please reach out to us so we can work to find a temporary solution to your business services.

       4. How do I power cycle my modem?

• • Unplug the power from the outlet and unscrew the coax line from the modem.
  • Leave it unplugged for a minute.
  • Screw the coax back into the modem and plug the modem back into the outlet.
  • Wait for 1-2 minutes.