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DOCOMO recovery continues; no disconnections; no data caps; more info


The following is news from DOCOMO PACIFIC:

Hafa Adai, we appreciate your patience and understanding during this outage period. It has been six days since Typhoon Mawar struck, and our hardworking technology crews remain committed to fully connecting our islands. Please see our latest updates for Guam:

 

Hours of Operation:

Our retail locations and Customer Care hotlines are all open to serve you during the following hours of operation:

  • Agana Shopping Center: Monday ‐ Saturday: 9 am ‐ 6 pm; Sunday: 10 am ‐ 6 pm.
  • Andersen Exchange: Monday ‐ Sunday: 9 am ‐ 6 pm
  • Customer Care Hotline: Monday ‐ Saturday: 8 am ‐ 8 pm; Sunday: 10 am – 5 pm (671‐ 688‐2273)
  • Micronesia Mall: Sunday ‐ Thursday: 10 am ‐ 8 pm; Friday ‐ Saturday: 10 am ‐ 9 pm
  • Tamuning HQ Business Services: Monday ‐ Saturday: 8 am ‐ 5 pm
  • Tamuning HQ Retail: Monday ‐ Saturday: 8 am ‐ 5 pm
  • Technical Support available 24/7: 671‐688‐2273 (option 2)

Mobile Services:

After further assessment, we are still happy to report that the majority of our mobile cell sites did not suffer significant damage due to Typhoon Mawar. However, the primary issues remain: 1) island‐wide power restoration to all our mobile cell sites; and 2) keeping our portable generators topped off amid long lines for fuel.

Through close cooperation with Guam Homeland Security, GovGuam, and island fuel vendors, we have been able to include DOCOMO PACIFIC rapid response teams to the list of essential services for priority vehicle, facility, and site generator re‐fueling. We are grateful to these partners for their assistance in our restoration efforts. In addition, portable generators remain deployed at strategic sites to maximize coverage and to ensure a stable power supply for as many mobile sites as possible until island power is restored.
We are also working closely with GPA as they restore island‐wide services. When an area is re‐energized, our Mobile Services teams will move quickly to assess the Mobile cell sites servicing those areas. A steady power supply is just the first component in restoring a mobile cell site. Other crucial steps include: 1) assessing the fiber network that provides mobile service to the site is not damaged; and 2) ensuring all radio antennas are appropriately aligned to serve their designated customer areas.
To our customers in the Southern villages, our initial assessments show that our fiber network supporting several mobile cell sites sustained storm damage. Unfortunately, this means there would be no mobile service connectivity even if we were to power these sites with a portable generator. However, our Mobile service team has formulated an action plan to provide a temporary workaround that should yield positive restoration results until the damaged fiber network is back online. More updates on this will be shared when available.

Fixed Services (Home/Business Internet, Landlines, and Cable TV):

While prioritizing restoration to public safety and healthcare facilities, our team is also working hard to restore services to all our customers across the island. As with our Mobile Services, restoring island‐wide power is the first component in restoring Fixed Services (Home/Business Internet, Landlines, and Cable TV). However, even if island power is restored, additional steps may be required to restore Home Internet. Our Fixed Services team will need to assess if the surrounding areas have power and whether there has been any significant damage to our fiber network.

We encourage you to use mobile hotspots once Mobile Service coverage improves in areas. We’re here to help you stay connected in the following ways:

  • No disconnections until further notice! We got you covered.
  • No data caps for all our mobile data customers.
  • Prepaid customers, we’ve got you covered too! Stay connected even without load.
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By Troy Torres Posted on: Tuesday, 05/30/2023 4:39 PM Health 0 comments
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