Here’s what you can do to fix your Docomo issues, if you’re still experiencing service problems

We asked Docomo Pacific for an update on its systems issues following inquiries from several of our readers and viewers. Their team provided a comprehensive response, which includes a timeline of what happened, and what you can do if you’re still experiencing service issues:

Timeline of public communication: 

Friday 3/17/23 

• DOCOMO PACIFIFC was cyberattacked on Friday 3/17/23 and issued the following press release: https://bettertogether.pr.co/224192-docomo-pacific-responds-to-multiple-service-outage.
• We want to point out that our Mobile Service was never affected. We continue to encourage our customers to utilize their Mobile data to tether other devices such as laptops and tablets at no additional cost.

• Other than Mobile Services, a handful of our services went offline; to include home/business phone services & internet, prepaid top-up portals, and access to guam.net email addresses.
• On the evening of the 17^th, internet restoration began in some areas in Guam.

Tuesday 3/21/23 

• DOCOMO PACIFIC issued its second press release announcing services began coming online and assured the community that immediate failsafe protocols were initiated by our cybersecurity technicians to shut down affected servers and to isolate the intrusion. Customer data is safe, and our mobile network and fiber service remain unaffected.
  • Press release: https://bettertogether.pr.co/224252-letter-to-customers-from-docomo-pacific-s-president-amp-ceo-addressing-03-17-cybersecurity-incident
• The following service updates were announced:
  • Home Internet – all Internet services have been restored.  If you continue to experience service issues, please contact 671-688-2273 (GUAM) or 670-488-2273 (CNMI). You may continue to use your mobile data to tether devices such as laptops and tablets at no additional cost. Credits will be applied to your bill.
  • Mobile Prepaid – all prepaid talk, text, and data are available at no cost. If you are a current Prepaid customer, you may continue using the service without load.
  • Mobile Postpaid – our Mobile network was isolated and was not impacted. To allow you to power all other devices such as laptops and tablets, your data caps have been removed until further notice.
  • Entertainment – if you subscribe to dTV+ and are still experiencing service issues, please contact Customer Care. Credits will be applied to your bill.
  • Digital Home Phone – Credits will be applied to your next bill.  If service issues persist, please contact Customer Care.
  • 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 will be synced to your account. We will keep you updated as soon 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. We continue to make progress in addressing the incident, however, this remains an evolving and dynamic situation.

 

Steps for Service Recovery: 

• Customers whose services did not come back online automatically are prompted to power cycle their modems and Whole Home Wifi (WHW) devices by doing the following:
  • Unplug your WHW device and modem from power.
  • Unplug anything connected to the WHW device via Ethernet.
  • Wait at least 30 seconds.
  • Plug any Ethernet cables back into the WHW device.
  • Plug your WHW device and modem back into power.
• If problems persist after power cycling:
  • Residential customers can call us at 671-688-CARE (Guam)/670-488-CARE (CNMI) or email [email protected].
  • Business customers can call us at 671-688-2677 (Guam & CNMI) or email [email protected].
• Guam.net email service and MaxTrack portals are still under restoration, and we will post updates when available.