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Support FAQs

Blackberry

  • Why Blackberry?

    The incoming (POP3) server is mail.guam.net and the outgoing (SMTP) server is smtp.guam.net.

    BlackBerry is only for businesses? Not anymore! BlackBerry does not discriminate - this versatile smartphone with its various social and media applications, organizational tools and other great features can now be for the student, the up and coming entrepreneur, the business executive, or even the advanced techy.

    Apart from other push email solutions, Blackberry has these advantages:

    • Longer battery life:

      Blackberry consistently lasts longer than other smartphone in its class. RIM places a lot of effort into ensuring that all BlackBerry models maintain exceptional battery longevity.

    • Data Loss Prevention:

      Everything is written to flash ROM on the fly, even your email drafts, so you don't need to make backups like you would with Palm.

    • Security:

      RIM adds a level of encryption that most internet connections do not, allowing it to exceed the typical secure internet connection that any service transmitting sensitive data over the internet uses to protect data.

    • Email Software:

      Enjoy the convenience of automatic, push delivery, and mailbox synchronization with the most popular internet-based email accounts on your BlackBerry smartphone. Send and receive email from up to 10 supported email accounts. Configuration can be done from your BlackBerry smartphone or online on your computer.

  • Where can i get additional information on Blackberry?

    Additional Blackberry information can be found at www.blackberry.com, or by simply calling DOCOMO PACIFIC at +1.671.688.CARE (2273).

  • Will I be able to use my BlackBerry Handset overseas?

    Yes, you are able to roam worldwide with many of our roaming partners. We are continually working on expanding to other roaming destinations. Click HERE for more Roaming details.

  • Does Blackberry Support Bluetooth?

    Yes, all BlackBerry smartphones higher than the 8100 support Bluetooth.

  • What OS (Operating System) does Blackberry use?

    BlackBerry uses either C++ based or Java based operating system developed by Research In Motion (RIM).

  • Does Blackberry have a spell check feature?

    Yes, all BlackBerry smartphones higher than the 8300 have the Spell Check feature. BlackBerry smartphones also include an AutoText feature, which automatically replaces certain text you type with pre-programmed text. The AutoText feature not only corrects commonly misspelled words, but also inserts punctuation and symbols into your message automatically.

  • 1st Step to take if device is having problems?

    1. Remove Battery from device (while device is still powered ON)
    2. Leave Battery out for 30 seconds
    3. Replace Battery and let device boot up (automatic)
  • Where do I find my PIN and IMEI?

    1. Go to Options
    2. Select "Status"

Email

  • Can I access my web mail on my Blackberry?

    Yes. If you are a BlackBerry Internet Service customer, you will be able to access your webmail account. If you use BlackBerry Internet Solution, many online email service providers can be accessed via the BlackBerry Browser.

  • How do I add email addresses?

    From the device:

    1. Click on E-mail Accounts link
    2. Click on the Add e-mail account link
      • Click on the email address you want to delete user@domain.com link
    3. Follow the directions by entering the email address and password
  • How do I delete an email address?

    From the device:

    1. Click on the Setup Internet E-mail Icon
    2. Click on E-mail Accounts link
    3. Click on the email address you want to delete user@domain.com link
    4. Select the Delete link
  • How do I change the default email address on my device?

    If you want to set the default email address on your device follow these directions. Once done this will become the default email when composing new:

    1. Go to Options
    2. Select Advanced Options
    3. Select Default Services
    4. Select Message Service
    5. Under CMIME select the email and a box will drop down listing all your email addresses
    6. Select the email address you want to become default
    7. Save and exit
  • What email accounts can I integrate my Blackberry handheld with?

    BlackBerry provides a wireless extension of your existing email mailbox and integrates with various email accounts using BlackBerry Internet Email Service (BIS).

  • Can I open attachments on my Blackberry?

    Blackberry provides an attachment service that allows you to open and view email attachments on your BlackBerry. Get all the information you need while you're on the go with the ability to open and view email attachments on your BlackBerry device, whether you have integrated your device using BES or BIS.

  • Can Blackberry be used for Macintosh computers?

    The Desktop Manager Software for Windows is compatible with Windows XP, Windows Vista and Windows 7. If you are using your BlackBerry on a MAC you will need to install the Desktop Manger Software for MAC.

  • What is BIS?

    BIS stands for BlackBerry Internet Service. Basically, this is a service from your provider that lets you receive email and access the internet on personal Blackberries. BIS differs from BES, or BlackBerry Enterprise Server, in that BIS retrieves personal email whereas BES retrieves corporate email. Normally, BIS provides push email for up to 10 non-corporate email accounts and some form of internet data service, whether that be a set MB limit, or unlimited.

  • Who needs BIS?

    If you are not working for a company that has their own BES server, you will most likely need to use BIS to access your email and the internet.

  • What is BES?

    BlackBerry Enterprise Server is a wireless email solution designed for businesses with Microsoft® Exchange or Lotus® Domino™ server environments. It includes both desktop software and Enterprise Server software that work together to seamlessly manage the link between the handheld devices and corresponding email accounts.

  • What are the Benefits of BIS over BES?

    Get personal email delivered to your Blackberry

    1. Doesn't require you to set up a BES server.
    2. No BES licensing fees.
    3. The easiest solution for those who don't work for a company with a BES server, or for those who want to use a Blackberry for strictly personal use.
  • What support is available for BES?

    Get personal email delivered to your Blackberry

    1. Monday – Friday: 8am – 9pm
    2. Saturday 9am – 9pm
    3. Sunday 10am – 9pm

APN Settings

DOCOMO PACIFIC continues to find ways to enhance your mobile experience. Enjoy faster speeds by updating your APN settings today. APN (Access Point Name) allows a user's mobile handset to access the internet using the mobile phone network. By changing the APN settings to "internet," the latency period is lessened when browsing the web, allowing faster browsing experience.

How to add new APN settings for "internet" (applicable for android handset and tablet users with a Postpaid Data plan)

  1. Go to Menu > Settings > Wireless & networks
  2. Select "Mobile networks" and then Access Point Names
  3. Click "Menu" and then "New APN"
    • Type in the following information:
    • Name: DOCOMO PACIFIC
    • APN: Internet
    • MCC: 310
    • MNC: 470
    • Authentication type: None
    • APN type: Internet

Mobile Data

  • Does DOCOMO PACIFIC offer 4G Services?

    Yes. DOCOMO PACIFIC offers 4G HSPA+ & 4G LTE Services that are available for all customers. Customers can quickly send/receive emails, upload videos and content faster on DOCOMO PACIFIC's Network.

  • How can I avail of 4G Services?

    4G HSPA+ & 4G LTE Services are enabled for all DOCOMO PACIFIC postpaid subscribers. However, not all devices support 4G HSPA+ or 4G LTE services.

  • Is there an additional cost for 4G Services?

    No. DOCOMO PACIFIC gives you access to faster internet speeds with all our plans.

  • How much will Max Data Plus cost?

    Max Data Plus is $49.50 / month in addition to your current (or new) Voice Plan.

4G LTE MiFi (FAQ)

  • What is a MiFi Device?

    Using DOCOMO PACIFIC's network, a MiFi device provides internet access wirelessly; connecting up to 10 WiFi capable devices at one time.

  • Can I travel abroad with a MiFi Device?

    No. MiFi devices can only work on Guam at this time.

  • What internet features will I have access to?

    You will be able to browse the web, check e-mails, send and receive instant messages, and stay connected with your favorite social networks.

  • What data speeds are available?

    DOCOMO PACIFIC offers the fastest internet service on island. Depending on your locations, you can experience 4G LTE speeds around the island.

  • Do I need to subscribe to an Internet Service Provider to use a MiFi Device?

    No. Your internet data access uses the same network that your data enabled handsets use.

  • Does DOCOMO PACIFIC provide an e-mail address for use with a MiFi Device?

    No. However, you are able to check your existing e-mail address via web access (such as Yahoo! Google, MSN, etc.).

  • Does sending or receiving file attachments affect my usage?

    Yes. Attachment files vary in size and will affect your capacity.

Postpaid and Prepaid USF and Our Customers The Federal Universal Service Fund (USF) Charge FAQ's

  • What is the Federal Universal Service Fund (USF) charge?

    The Federal Universal Service Fund (USF), is a specially designated federal fund designed to ensure first-class, affordable telecommunications service for all consumers across the country, especially residents in high-cost rural communities and low-income customers. Additionally, the Federal USF provides for discounted telecommunications services for schools, libraries and rural healthcare facilities. All telecommunications providers are required to pay into the Federal USF, and the government allows those providers to pass on these costs to their customers.

  • Does DOCOMO PACIFIC assess fees for the Universal Service Fund?

    Yes, DOCOMO PACIFIC began assessing the Universal Service Fund (USF) surcharge on monthly long distance service. The USF is assessed on all long distance interstate and long distance calls as well as monthly recurring rates. Rates shown on our website do not include the federal USF charges.

    ** Federal Universal Service Charge (FUSC) are applicable to long distance rates and usage as required by FCC. Providers began recovering the USF based on a percentage of their interstate and international end-user telecommunications revenues. The percentage is based on a contribution factor announced by the FCC and is subject to modification. As of February 01, 2012 the USF Fee will apply to Prepaid services.

  • Will the customer's Prepaid Card Load be deducted for USF Fees?

    YES, Prepaid Card usage will be charged after each call, and deducted accordingly. The Federal USF charge is part of what we charge for wireless service. We simply collect this fee and forward it to the government fund. The "federal universal service fee" is separate from taxes, state fees, or other mandatory surcharges. It is not a government-imposed fee or tax directly on customers.

  • Will the USF rate change again?

    Yes, the federal government adjusts the amount that companies are required to pay into the Federal USF each quarter. As a result, the amount we recover from customers may be adjusted on a quarterly basis depending on the needs of the Universal Service Fund. However, the rate is not expected to change significantly.

  • Competitors aren't passing this charge along to their customers. Why are you?

    YES, THEY DO. ALL OF THE MAJOR TELECOM PROVIDERS ON GUAM AND THE CNMI PASS ON USF TO THEIR CUSTOMERS.

  • Non-taxable services under USF

    1. Multimedia Messaging (MMS).
    2. Content.
    3. All Data (Access and Usage).
    4. Contract Commitment.
    5. Only SMS IDD Toll.
    6. Invoice Detail.
    7. Voice Feature.
    8. Roaming Access Fee and Airtime.
    9. Voice IDD Toll.
    10. Internet and Equipment Rental.
    11. Origination Detail Fee.
    12. Service Level Fee (e.g., Platinum, Gold support).

Ringback Tones

  • How do I get activated?

    Call 671-688-CARE on Guam, or 670-483-CARE on Saipan to get activated over the phone, or stop in to any DOCOMO PACIFIC location on Guam or Saipan.

  • Once I activate, how do I get started?

    1. Click HERE to enter the Ringback Tones section.
    2. Browse, listen, and Buy Ringback Tones
    3. Assign your tones to all calls, individual contacts, or groups.
  • Do I need to purchase a new mobile phone to have the Ringback tone service?

    No. This service does not require a special mobile phone handset. Ringback tones will not affect the Ringtones on your mobile phone. Any GSM/WCDMA device will work with the service.

  • How is it Billed?

    • POSTPAID: Ringback Tone subscription fee is billed immediately to your account upon activation. Any Ringback tone purchases will be billed to your account as they are downloaded and will appear on your DOCOMO PACIFIC Invoice.
    • PREPAID: You must maintain a positive balance, as the Ringback Tone subscription fee will be immediately deducted from your balance upon activation. Any Ringback Tone purchases will also be deducted from your balance upon download.
  • How can I preview a Ringback tone before I buy it?

    You can listen to any Ringback tone, free of charge, by selecting the speaker icon next to the tone’s title.

  • Am I charged each time a caller hears one of my tones?

    No, you are only charged at time of Ringback Tone subscription activation and content purchase. Callers can call as many times without any charges for hearing the Ringback Tone.

  • How many Ringback tones can I purchase?

    There is no limit to the amount of Ringback tones you can purchase.

  • Can I buy the same Ringback tone more than once?

    When a Ringback is purchased, it is stored in your account (My Library section). If the tone has a license that expires, you can extend the license uninterruptedly and automatically on expiration by selecting AutoRenew. You will not be charged until the AutoRenew date and will be charged the rate for the tone on that date.

    Alternatively, you can repurchase the tone manually after its license has expired. If the tone does not expire, the system will not allow a repurchase. In either case, if you delete the tone from your account, then you can repurchase it again at any time.

  • What is the priority order for the following settings: Caller ID, Group ID and account default?

    Caller ID has the highest priority. If there is no Ringback tone set up for a specific contact, and the contact is a member of a group, the group Ringback tone will be played. If there is no Ringback tone set up for any groups that the contact is a member of, the default Ringback tone will play.

  • How often can I change my Ringback tone?

    You can change your Ringback tone as often as you like. New Ringback tones can be purchased at any time.

  • How do I set up or modify my Ringback tone assignments?

    You can set up or modify your Ringback tone assignments by selecting Assign in the Ringback tone section or editing contact properties via your Address Book.

  • What is the difference between a Ringback tone and a Ringtone?

    Ringback tones are the tones YOUR CALLER will hear – in place of the standard “ring, ring” sound. Ringtones are the tones YOU will hear when a call is received.

Voice Mail

  • To retrieve your message from your GSM/WCDMA mobile phone:

    a. Dial 777 + Send
    b. Enter Password

  • To retrieve your messages when calling from a landline:

    a. Dial (671) 788–6600
    b. Enter 10 Digit Mobile Number
    c. Enter Password

  • Voice Prompt Main Menu

    I. Enter Password
    1 – Listen to Message
    7 – Delete Message
    (note: when all messages have been deleted you can
    press 5 to recover deleted messages.)
    9 – Save Message
    0 – More Options

    3 – Personal Options
    2 – Change Password
    3 – Change Greeting
    4 – Change Spoken Name
    * - Return to Main Menu

SMS

  • What is SMS?

    Short Message Service is a text message service that enables short messages of no more than 140-160 characters in length to be sent and transmitted from a cell phone. SMS was introduced in the GSM system and later supported by all other digital-based mobile communications systems. Unlike paging, but similar to e-mail, short messages are stored and forwarded at SMS centers, which means you can retrieve your messages later if you are not immediately available to receive them.

    SMS messages travel to the cell phone over the system's control channel, which is separate and apart from the voice channel. Some phones may also support what is known as concatenated SMS which allows for larger messages to be sent. Please check with your phone manual if this is supported.

  • How do I send a SMS to a friend from WEB SMS?

    To send a Free SMS from the WEB to a friend in Guam or Saipan please enter in the "Number" field the full 10-digit number. For example: 6711234567 or 6701234567.

  • How do I send an International SMS?

    To send an international SMS use + Country Code instead of 011CountryCode. For Example: +63917000000000 would work where as 01163917000000000 would not.

  • How do I send a local SMS?

    To send a local SMS please use the full 11 digit DOCOMO PACIFIC number. Example: +1670788XXXX (Where X = 0 - 9) This will ensure accurate delivery.

  • Can I use SMS while traveling abroad?

    Yes. SMS Roaming is available. Keep in mind SMS roaming charges do apply.

  • What are the SMS rates?

    SMS are charged per text message sent. SMS rates are: $.04 per local text, $.06 per text to Philippines, $.10 for U.S. and International text messages.

  • How will I know if an SMS Text Message has arrived?

    Most mobile phones have both audible and visual notifications when an SMS has been received. An envelope icon appearing on your screen signifies that you have received an SMS text.

  • If my mobile phone is turned off, will I still receive SMS text messages?

    No. Your phone must be turned on and connected to the network to receive SMS texts.

  • If my phone’s memory is full, will I still receive a SMS text messages?

    Memory capacity varies by make and model of the phone. You will receive a warning that the memory is almost full or already full. When the memory is full, you will have to delete old messages before you can receive new messages.

  • If I am on a call, will I still receive SMS text messages?

    Yes. You can be on an active voice call and SMS messages will still be received.

  • Can I SMS to other network providers on-island?

    Yes. You can send and receive SMS texts from other mobile network providers on island.

  • How long will my SMS texts be stored after I receive them?

    Your SMS text messages will be stored on your mobile phone until you delete them.

  • Is SMS texting available on prepaid?

    Yes.

MMS

  • How different is MMS as compared to existing SMS service?

    MMS allows you to combine pictures, audio/video clips, and text in a single message. MMS also allows you to send a message to a mobile phone or an e-mail address. Additionally, MMS allows for more characters than standard SMS.

  • Will I need to change out my phone to MMS?

    If your handset is not MMS and Data capable, yes, you will have to change your mobile phone to a compatible handset.

  • Can I send an MMS to any mobile phone?

    Yes, provided that their handsets are MMS and Data capable.

  • How do I get MMS activated on my phone?

    You will need to subscribe to one of our Data Plan service. MMS is then added as a feature to your Data service.

  • How will I be billed for MMS Roaming?

    As part of our added value of services, MMS is a free service when you subscribe to one of our Data Plans. If you choose not to subscribe to a Data Plan and you utilize MMS, you will be billed at $0.10 per MB for data usage. Additionally, roaming charges do apply if you access MMS while traveling abroad.

  • How do I send an MMS?

    Sending an MMS is easy. Just take a picture or a short video using your camera phone and select Send as MMS or Multimedia. Add some text if you want, then add one more mobile phone numbers or e-mail addresses either directly or from your address book. Press Send, and you’re done.

  • How will I receive MMS?

    When you receive an MMS (picture or video), it will appear in the same inbox as your text messages. Simply open it to view the message.

  • How long does it take to activate the service?

    Provided you have a compatible handset that is data enabled, activation is normally within the same day of request.

  • Can I save MMS attachments?

    Yes, you can save any part of the message that you want to keep.

Video Calling

  • Will I need to change my phone to use Video Calling Service?

    If your handset is NOT 3G capable, YES, you will need to change your mobile phone.

  • Can I place a Video Call to any mobile phone?

    Video Calls can only be placed from one 3G capable phone to another 3G capable phone. Currently, the service is available only within our network.

  • How do I activate Video Calling on my 3G phone?

    Video Calling is a feature enabled on a 3G capable phone. No subscription is necessary.

  • Can I place a Video Call to Docomo Pacific subscribers who are roaming?

    No. Currently, Video Calling is available only within our network.

  • How will I be billed?

    Video Calling is billed on per minute, at $0.40 cents per minute, and will be included into your monthly bill.

  • If I receive a Video Call, can I choose to take it as a voice call only?

    Yes. You have the option to take a Video Call as a Voice Only call.

  • Can a Video Call be saved?

    No. Video Calling is a live video feed and cannot be saved or archived as a file.

  • Am I charged for both Sending and Receiving Video Calls?

    Yes. You are charged $0.40 cents per minute for both sending and receiving calls.

Local Number Portability

  • What is local number portability?

    Local Number Portability is a Federal Government mandate that requires wireless service providers to allow customers with eligible wireless numbers to retain their wireless numbers when changing service providers.

  • How do I know if my current wireless number is eligible for porting?

    Your wireless number must remain in the same local geographic area where it is currently assigned. For Prepaid Wireless porting, ownership must first be authenticated at your current service provider before you can port your number to DOCOMO PACIFIC.

  • Should I cancel my existing service before porting?

    No. Your wireless number must remain active. Canceling your service prior to porting will prevent you from keeping your number. Please note: you will be responsible to your old service provider for any contractual requirements and applicable charges, including early termination fee, on your old account after the porting is completed.

  • Will I need a new phone?

    Depending on your current service provider’s network, you may be able to use your existing phone.

  • How long will it take to port my number?

    Porting your wireless phone will take at least 5 hours on a regular business day provided the port in request is made by 3:30 p.m. Any port in request after 3:30 p.m. will be completed the next business day (9am to 6pm, Monday thru Friday). It may take longer, depending on the complexity of the port and your old service provider.

  • Will DOCOMO PACIFIC charge me for porting my service?

    In accordance with the rules of the Federal Government mandate, telecommunications carriers are allowed to recover the cost of implementing and maintaining LNP service. As a result, beginning June 20, 2006, your account will assess a fee of $0.50 per unit each month. Important note: If you port out from us, DOCOMO PACIFIC will charge a one-time porting fee of $50.00. In addition, you will be responsible for any accrued charges, and any applicable early termination fee if you port out before the end of your minimum term.

  • What happens to calls while the port is being processed?

    During the porting in process, you should be able to make calls right away from your DOCOMO PACIFIC phone but you will not be able to receive calls until porting is complete.

    In addition, during the porting process, your ability to make and receive calls, using your old wireless phone may vary depending on your old service provider. As a result, you may want to consider maintaining access to both your old wireless phone and your new wireless phone until porting is complete. Upon completion of the port, you will no longer have services under that number with your old service provider, and you will be able to make and receive calls using your DOCOMO PACIFIC phone.

  • Will the enhanced features that DOCOMO PACIFIC offers to its customers work after the porting process is complete?

    Yes. Enhanced features offered by DOCOMO PACIFIC will be available upon completion of the porting process.

  • How will I know when the port in to DOCOMO PACIFIC is complete?

    A DOCOMO PACIFIC representative will contact you when the porting process is completed.

  • How do I join DOCOMO PACIFIC?

    Visit any DOCOMO PACIFIC store.

    When porting your number, you will be asked to provide the following:

    • Confirmation that you are authorized on the account with your old service provider.
    • The name of your old service provider
    • A copy of your billing invoice from your old service provider (should have your account number
    • A contact number where you can be reached during the porting process
    • Your Social Security number or, if a business, a tax identification number or other information that will be used to accurately identify you to your old service provider
    • A valid picture I.D.
  • Are all service providers participating in local number portability?

    Yes, all wireless service providers on Guam have been in compliance since May 2006.

Online FAQs

  • What are the Incoming and Outgoing mail servers?

    The incoming (POP3) server is mail.guam.net and the outgoing (SMTP) server is smtp.guam.net.

  • What do I enter for DNS (Domain Name Server) addresses?

    The Primary DNS is 202.128.0.78

  • Can I check my email from any computer?

    Yes, web-mail services are available through internet browsers at this address: webmail.guam.net.

  • Does DOCOMO PACIFIC Broadband filter websites?

    No, but the reverse may not be true. There are some sites that filter addresses allocated to the Asia Pacific Region. If we can get the website affected, we can usually contact the administrators and get them to open up our address space. Contact DOCOMO PACIFIC Technical Support at +1-671-688-CARE (2273).

Excessive Use FAQs

  • How does DOCOMO Pacific define "excessive use"?

    DOCOMO Pacific has set a data consumption threshold ("threshold") on monthly download bandwidth consumption by residential users of its high-speed Internet service ("DOCOMO Pacific On-line"). Currently, that threshold allows a residential customer to send or receive up to 350 Gigabytes (GB) of data in a calendar month.

    The excessive use limit for the DOCOMO Pacific Online products is as follows:

    • Online 2.0 and 2.5 over 150 Gigabytes per month
    • Online 6.0, 10.0, 12.0, 15.0 and 18.0 over 250 Gigabytes per month
    • Online 30.0 over 350 Gigabytes per month

    This includes data in any form (including movies, photos, music, videos, e-mails, computer back-ups, or other types of files) that a customer uses his or her DOCOMO Pacific ONLINE Internet to send or receive over the public Internet, including data sent by one DOCOMO Pacific ONLINE Internet customer to another.

    If a DOCOMO Pacific ONLINE Internet residential customer exceeds the 350 GB threshold in a month, we consider that to be "excessive use" for purposes of our Acceptable Use Policy. For 99.8 percent of our residential customers, the thresholds present no issue whatsoever, as the median monthly data usage by those customers is currently 4 to 5 GB, or about two percent of the threshold.

  • Am I at any risk of reaching the "excessive use" threshold?

    It's unlikely given how most residential customers use the DOCOMO Pacific ONLINE Internet service. To put this usage in perspective, 250 GB is the equivalent of:

    • Sending 50 million plain text emails;
    • Downloading 62,500 songs (173 days’ worth of music);
    • Downloading more than 25,000 high-resolution photos; or
    • Streaming between about 100 to 800 hours of video (the range depends upon whether you're streaming studio-quality video or good-quality, standard-definition video, which have different bit rates depending upon the provider *).

    * (e.g., Netflix's website reports that it offers three video quality settings for consumers, which range from up to 0.3 GB per hour for "good quality" to up to 2.3 GB per hour for "best quality."Over an entire year, a customer could:

    • Send more than half a billion plain text emails
    • Download nearly three quarters of a million songs
    • Download more than 300,000 high-resolution photos
    • Stream between 1,200 and 9,900 hours of movies and TV shows and do so without exceeding the threshold.

    Our customers do, and are free to, use their Internet service for any purpose whatsoever – to stream, download, or upload data – up to the applicable monthly threshold. Data consumed by all Internet-delivered services, including Internet voice, music, video streaming and download services, and downloading to online cloud storage, for example, count against the usage threshold.

    DOCOMO Pacific ONLINE Internet service is intended to meet the needs of residential consumers, including high-volume users. It runs on a shared network, so every user's experience is potentially affected by his or her neighbors' usage. By applying a very high threshold on monthly consumption, we can help preserve a good online experience for everyone.

  • Why is this policy in place?

    The data consumption threshold policy is necessary because extremely high data users can negatively impact the on-line experience for other customers. We work hard to manage our network resources effectively and fairly to ensure a high-quality on-line experience for all of our customers. But DOCOMO Pacific ONLINE Internet service runs on a shared network, so every user's experience is potentially affected by his or her neighbors' Internet usage.

    The threshold also addresses potential problems that can be caused by the exceedingly small percentage of subscribers who may engage in very high-volume data consumption (over 150/250/350 GB in a calendar month). By applying a very high threshold on monthly consumption, we can help preserve a good on-line experience for everyone.

  • Is DOCOMO Pacific going to offer a pay-per-gigabyte option for customers who go over 150/250/350 GB in a month?

    Yes, our goal is to meet the needs of our residential DOCOMO Pacific ONLINE Internet customers as they evolve. While we do not currently offer a residential service with a monthly data consumption threshold greater than 350 GB, we do recognize the Internet – and the uses our customers make of it – is constantly changing.

    The charge for additional gigabytes over the 150/250/350 GB threshold will be $.20 per gigabyte

  • How is your data usage threshold evaluated on an ongoing basis? What customer input do you seek?

    We recognize that Internet usage patterns are constantly evolving, and we regularly evaluate what policy changes we should make in order to best serve the vast majority our customers. That is always our first and primary focus. We regularly evaluate our products, review traffic and top usage volume and patterns, and conduct focus groups and surveys with our customers—all of this work factors into the decisions we make about what products and services to offer, including speeds tiers, usage thresholds, and other components of our service.

  • What will happen if I exceed 350 GB of data usage in a month?

    If you are a typical DOCOMO Pacific ONLINE Internet user and periodically check your Data Usage Meter at the My DOCOMO Pacific website, which could be found at www.docomopacific.com. You will find that you will probably never exceed the monthly threshold.

    While our policy places a data threshold of 150/250/350 GB per month, we do not contact every customer who exceeds the threshold. Customers have the benefit of using a Data Usage Meter, and can take steps themselves to monitor or, if necessary, moderate their usage, or call us for help. In practice, we strive to affect the fewest number of customers possible while taking steps necessary to maintain a great experience for all of our customers.

    We inform them of the issue, discuss the policy with them, and work with them to moderate their usage. In our experience, when we contact customers who have exceeded the threshold, nearly nine out of ten voluntarily moderate their usage right away. Our goal is always to work with a customer to address the issue, and it is only in the rare circumstance that a customer does not moderate usage to comply with the policy that we take these steps.

    We seek to be reasonable, fair and transparent with our customers – and we always invite suggestions on how to improve our policies and procedures.

  • How does DOCOMO Pacific help customers who inadvertently exceed the data threshold?

    Some customers who are contacted for exceeding the data threshold are not even aware of the activity that is causing the excessive use. For example, some customers may identify another person in their household, such as a child or roommate, who uses the service in ways that generate excessive use. In other cases, we have found a customer's personal computer may have been compromised by a virus or bot that uses the computer to send large amounts of spam or to perform repeated bulk transfers of large files. In yet other cases, a customer may have an unsecured wireless router that is being used by another tenant or a neighbor without his or her knowledge. In still other cases, a customer may be using our residential DOCOMO Pacific ONLINE Internet service for a commercial or business purpose that is not consistent with the terms of the Acceptable Use Policy for their residential service. In these and other situations, we may be able to assist the customer in identifying and addressing the cause of the excessive use of his or her account.

  • How does DOCOMO Pacific help its customers track their usage so they can avoid exceeding the threshold?

    The Data Usage Meter is an easy and quick way to track your Internet data usage. The primary account holder can find it by signing onto www.docomopacific.com and logging into "My DOCOMO Pacific."

    From there, you can view your Data Usage Meter details page that shows your monthly data usage. We are working on ways to make the Data Usage Meter even easier to find and track.

    You must first obtain a password to use “My DOCOMO Pacific” web page. To obtain a password please contact our customer service department at +1-671-688-CARE (2273).

  • Does the Data Usage Meter just measure data on my PC or do I need to download multiple meters if I use multiple devices?

    You don't have to download anything to view the Data Usage Meter. It measures all data flowing through your cable modem. Each account has only one modem associated with it. If you use a single cable modem to connect multiple computers and other devices behind your modem, such as on a home network, the meter will report the combined data usage for all of those computers and devices. If you have more than one modem (and therefore more than one account) in your home, the data from each modem will be tracked by its own separate Data Usage Meter.

  • Does the Data Usage Meter show me my data usage in real time?

    No. The meter update depends on the speed of your service. Most updates are completed within 24 hours.

  • How far back does the Data Usage Meter show my data consumption?

    The Meter reflects your consumption in the current month as well as the two previous months. So, you can currently see three months of usage at a time.

  • If I do not use the 150/250/350 GB monthly allotment, can the remainder be carried over into the next month?

    No, we do not offer a data usage rollover option.

  • Is the Data Usage Meter available for DOCOMO Pacific Business customers?

    No, we do not currently have a Data Usage Threshold for commercial customers, so such a meter is not necessary for our DOCOMO Pacific Business customers.

  • Does the Data Usage Meter display usage for a calendar month or billing month?

    The Data Usage Meter measures usage in Gigabytes (GB) over a calendar month. (Note that your monthly billing period may be different than the calendar month.)

  • Why does the Data Usage Meter indicate that my usage is going up even when I am not actively using the Internet?

    Your computer may actually be sending and receiving data even when you are not actively using it. For example, your computer may download operating system (OS) updates, application updates (for services like Firefox, iTunes, Microsoft Office, World of Warcraft, etc.) or virus system updates (from McAfee, Symantec, etc.) automatically. In addition, if you use a cloud-based online file backup system to remotely back up important files to a server on the Internet (e.g., Dropbox, MobileMe, etc.), this can also add to your usage.

  • Do all subscribers have access to the Data Usage Meter?

    Primary account holders of our residential DOCOMO Pacific ONLINE Internet service have access to the Data Usage Meter.

TV FAQs

  • How does Basic Service work?

    Our Basic TV line-up consists of 55 channels of local info, news, sports, children and educational channels; it's provided direct to your TV via co-axial cable and does not require a set top box on any outlet in your home.

  • What is Digital Service?

    Digital Service features a multitude of networks of family entertainment, an Interactive Program Guide, Parental Controls, and expanded premium channels. Avoid long lines or out-of-stock titles at the video store by ordering Video On Demand Movies from the comfort of your own home!

  • Will I be able to receive Video On Demand with Basic Service?

    No, you need a Digital Box to access Video On Demand.

  • Do I need a separate Digital cable box for every TV in my home?

    If you want Digital Service for all the TVs, yes you will need a Digital cable box for every TV. However, you can have Digital TV in select rooms of your home and basic cable in the others.

  • Why do I need to be present upon installing my service in my home?

    This is to ensure that services are working correctly; installers need to install the wiring and boxes to your television(s) and verify that you have a clear picture.

  • What is wire guard?

    Wire guard is protection against charges for service calls for Online, TV, Digital TV and Home Phone service calls that are not related to problems with our cable plant. Without wire guard, customers could be charged $75 for a service call.

    This also includes free diagnostics of your PC at our main location. Wire guard costs $4.99.

  • What is a DVR?

    A DVR is a Digital Video Recorder that allows you to record programs and movies you are unable to watch at the scheduled time, and watch them later at your convenience.

  • Do I need to come in to your Customer Service Branches and complete any paperwork?

    No, DOCOMO PACIFIC will work with you right over the phone. No hassles, no sitting in traffic and no long lines.

  • How long will it take for my services to be activated?

    Our normal installation schedule is 48 hours after you place your order. Our 48-hour guarantee is based on an all day time block and if the home is already wired.

  • What is DOCOMO PACIFIC HDTV?

    Take one look at HDTV and the difference in quality between high-definition and standard-definition TV is crystal clear. Standard definition broadcast television (NTSC) picture is constructed of 486 visible picture lines. An HDTV broadcast has up to 1080 lines, resulting in six times the picture clarity!

    HDTV permits the transmission of a broader, fuller range of colors that extends beyond anything standard-definition television has ever been capable of, providing you with vivid, rich images. And when it comes to audio, 5.1 surround sound is superior to the stereo audio you get with standard-definition television. HDTV lets you hear every nuance in life-like fullness and takes the audio to a higher level by using an extended frequency response and higher data rate to transmit the 5.1 surround sound, resulting in more natural, life-like sound.

  • Do I need a new TV or is there additional equipment required to get DOCOMO PACIFIC HDTV?

    DOCOMO PACIFIC HDTV is only compatible with newer TV sets designated as HD-ready. An HD-digital set top box (HDVT or HDVR) is required for HD reception.

    Note: Not all digital TVs are HD-capable; make sure your TV is HD-ready before ordering this service.

  • How many HD Set Top Boxes or HD DVRs can I get?

    You are entitled to one (1) HDVT and one (1) HDVR. You may reserve a second HDVT or HDVR for installation at a later date at no installation charge, but you must pay a monthly rental fee for that equipment.

  • How much does it cost if I need a service call for my DOCOMO PACIFIC HD Service?

    Customer Service Representatives, upon installation, will inquire if your TV is HD-capable; if it not, there will be no charge for the truck roll. If the HD equipment has been moved by you, there will be a charge of $49.99 if the cause of the problem is due to the equipment being moved (Note: The $49.99 charge applies even if you have Wire Guard coverage).

  • Do I need special cables to connect my DOCOMO PACIFIC HD Set Top Box to my TV?

    HDMI cables provide better audio and better command and control between the TV and set top or DVR than composite cables. HDMI cables allow special features to be fully utilized and are provided at installation.

  • What do I get with DOCOMO PACIFIC Video On-Demand?

    As a DOCOMO PACIFIC Digital customer, you get a library of new release movies right on your TV and ready to watch anytime you want. The latest and greatest Hollywood hit movies starting at $2.99 each and you can watch as often as you want within 24 hours.

  • How do I access DOCOMO PACIFIC Video On-Demand?

    Simply go to Channel 999 and you will be directed to the DOCOMO PACIFIC Video On-Demand main menu.

  • How much does DOCOMO PACIFIC Video On-Demand cost?

    You have access to Karaoke, Music Videos and Kids programming for FREE. The Video On Demand programming prices vary. Over a thousand titles for as low as $2.99. New releases start at $3.99. Disney Movies are $4.99 and Older favorites are just $2.99. Adult programming starts at $9.99. Prices vary for special events, local content and Sports packages.

  • How do I know if there will be a charge?

    You will always receive an order confirmation box before the start any program that carries a fee, asking you to confirm your purchase.

  • Are parental controls available for DOCOMO PACIFIC Video On-Demand?

    DOCOMO PACIFIC Video On-Demand offers some adult and mature content that may not be suitable for younger viewers. Any parental controls you have set will also work for Video On-Demand.

VOD FAQs

  • What is Video On-Demand?

    If you have DOCOMO PACIFIC Digital Cable, you have DOCOMO PACIFIC Video On-Demand! DOCOMO PACIFIC Broadband Video On-Demand is an exciting new way for you to enjoy hundreds of shows and movies whenever you want - with no set schedules. You get instant access to kids programming, music, sports, movies and more. You can also play, pause, rewind and fast-forward any show from the Video On-Demand menu, without a VCR or DVD player, using nothing more than your cable remote control.

  • What do I get with Video On-Demand?

    As a DOCOMO PACIFIC Broadband Digital customer, you get a library of new release movies right on your TV and ready to start anytime you want. The latest and biggest Hollywood hit movies starting at $3.99 each and you can watch as often as you want within 24 hours.

  • How do I access Video On-Demand?

    Simply go to Channel 999 and you will be directed to the DOCOMO PACIFIC Broadband Video On-Demand main menu.

  • How much does Video On-Demand cost?

    You have access to Karaoke, Music Videos and Kids programming for FREE. The Video On Demand programming prices vary. Over a thousand titles for as low as $2.99. New releases start at $3.99. Disney Movies are $4.99 and Older favorites are just $2.99. Adult programming starts at $12.99. Prices vary for special events, local content and Sports packages.

  • How do I know if there will be a charge?

    You will always receive an order confirmation box before the start any program that carries a fee, asking you to confirm your purchase.

  • How will I be billed for any Video On-Demand programs that do carry a fee?

    If you buy any Video On-Demand programming, those purchases will be conveniently added to your monthly bill and any program titles will be listed for your reference.

  • What is the difference between Video On-Demand and regular On Demand?

    DOCOMO PACIFIC Broadband Video On-Demand offers you the flexibility and convenience of watching movies and shows that start any time you want. You also get the ability to pause, rewind and fast-forward Video On-Demand programs using nothing more than your remote. Additionally, any Video On-Demand program you rent is yours to watch as often as you want within 24 hours.

    Traditional On Demand requires you to tune in to a particular channel at a particular time and does not allow pause, rewind or fast-forward capabilities. DOCOMO PACIFIC Broadband On Demand still offers you access to great movies on a set schedule as well as live events like boxing and wrestling.

  • Can I get Video On-Demand from a Satellite provider?

    Only Digital Cable has the technology to offer true Video On-Demand with selections that include movies, music, sports cable favorites and more with new shows added weekly.

  • How often are new shows added to Video On-Demand?

    New shows are added weekly, so check back to the menu often to see what's new.

  • Can I stop my movie or show and go back to it later?

    Yes! If you stop your show and want to come back to it later it will automatically be saved in the "Saved Programs" folder on the main Video On-Demand menu. You can restart or resume your movie anytime within 24 hours at no additional charge.

  • How do I go to the previous Video On-Demand screen?

    Simply press the "Last" button on your remote to go to the previous screen.

  • How do I pause, rewind and fast-forward Video On-Demand programs?

    Simply use the arrow keys on your remote to pause, rewind or fast-forward your Video On-Demand programs. You can also use the play, pause, rewind and fast-forward buttons, depending on your remote.

  • Are parental controls available for Video On-Demand?

    DOCOMO PACIFIC Broadband Video On-Demand offers some adult and mature content that may not be suitable for younger viewers. Any parental controls you have set will also work for Video On-Demand. Learn to set-up parental controls.

  • What if my Video On-Demand doesn't work?

    Please call DOCOMO PACIFIC Broadband Customer Service at +1-671-688-CARE (2273) for assistance.

  • How will a disruption to my Video On-Demand service affect the rest of my cable service?

    It won't. You will be able to enjoy the rest of your cable channels without interruption.

Phone FAQs

  • What is Line Number Portability (LNP)?

    LNP is an FCC mandate that requires landline number providers such as GTA to allow customers with landline phone numbers to retain their phone numbers when changing service providers.

  • How do I sign-up for LNP with DOCOMO Pacific?

    You can visit us or call our call center during our hours of operation at 688-CARE. A copy of your current GTA bill and a picture ID of the GTA subscriber is required by GTA in order to keep your local number. If you are authorizing a friend/relative to port your number on your behalf, you must provide them with a copy of your current GTA bill, and a copy of your picture ID, and you must also sign an Agent Authorization that is provided by Docomo Pacific.

Sentry FAQs

  • In general, how does a security system work?

    A security system starts with a control panel. Usually located in a inconspicuous area. The control panel contains the "brains" of the security system, and essentially operates as a central computer. Various sensors connect to the control panel from locations throughout your home. If your security system is armed and the sensors detect a problem, they send signals to the control panel. The control panel automatically dials the central monitoring station, where the proper authorities are notified.

  • What is the keypad?

    You operate your security system by entering your security code on the keypad. Generally located at entry doors, keypads can arm and disarm with push-button ease, and literally put security at your family's fingertips!

    Good features to look for include illuminated keys to provide you with greater visibility at nighttime, easy-to-read English displays that spell out your system's status at a glance, and one-touch function keys that provide single-button operation for arming, disarming or emergencies. Most keypads even offer convenient additional user codes to give friends, neighbors or service people access to your home.

  • What is the magnetic contact?

    Magnetic contacts are two-part devices used to safeguard windows and doors. One part of the contact is a switch installed in the window or door jam; the other contains a magnet and is placed in the window or door itself. Any noticeable shift in contact with the switch results in an alarm.

  • What is the motion detector (PIR)?

    A passive infrared motion detector (PIR) is an electronic security device that detects intruders by "sensing" motion or body heat in the area being protected. Most PIRs are designed to be used when your family is away from home or when no one will be passing through the area "covered" by the PIR.

  • What is the wireless remote key fob?

    Wireless remote key fobs (keypads) allow you to activate and deactivate your security system with the touch of a button, and can even be programmed so that a young child can operate it with ease. Homeowners especially love wireless keys! Similar in size to a remote car alarm key, they fit right on your keychain, and the press of a single button lets you control your system, lights and appliances-eliminating the need for codes.

  • How does a security system work when it is alarmed?

    The alarm system may be armed in the "Away" or "Stay" mode. When the alarm system is armed and a protected door, window or motion detector (zones) transmitter is activated, the alarm system will emit a high pitch sound to scare away the intruder and alert the home owner. The alarm system will then automatically dial a phone number to Securitech Central Monitoring Station (CMS), (at this time your phone will be disabled for about 10 to 30 seconds to transmit signals) once the signals are processed, the alarm signal will be handled accordingly. A password will be required to verify that Securitech is in contact or communication with the authorized person. (Note: the shown buttons are wireless remote key fob buttons.)

  • What is the Security Code?

    The designated or personalized 4-digit numbers (customer's choice, any numbers from 0 - 9) that are programmed to activate or deactivate the security system from control panel.

  • What is the Away Mode?

    When no one is at the residence, with AWAY mode (close doors and windows and press the AWAY button on the Control Panel or the AWAY button on key fob), all door/window contact(s) and motion detector(s) are activated. (Note: the shown buttons are control panel buttons.)

  • What is the Stay Mode?

    When someone is in the residence, STAY mode (close doors and windows and press STAY button on Control Panel or STAY button on key fob) activates door/window contact(s) to protect the perimeter from unauthorized opening, but not motion detector(s) since there will be movement in the residence. (Note: the shown buttons are control panel buttons.)

  • How to deactivate the system?

    Press your 4-digit code and the OFF button on the Control Panel or the OFF button on key fob. All door/window contact(s) and motion detector(s) will be deactivated. (Note: the shown buttons are control panel buttons).

  • What is the password?

    The personalized password (customer's choice) is used to verify that Securitech is in communication with the authorized person to handle alarms.

  • Why does my alarm system continue to beep after arming the system?

    The alarm system provides a delay period for the user to exit the residence. This delay period allows the user to disarm the system in order to prevent a fire alarm activation. The delay period can range from 30 seconds up to 3 minutes.

  • Why does my keypad display "Not Ready?"

    Your keypad is informing you that the alarm system is not ready to turn on (arm). Common reasons for this are that (1) a door or window is not completely closed, (2) a motion detector may be sensing movement, or (3) a previous alarm has not been cleared out of the memory. Correct the condition and the alarm system will be ready to arm.

  • What is an undefined signal?

    Your alarm system is capable of sending many types of signals to Securitech, which is why we spend a lot of time during the installation testing the alarms. Very rarely, a system will send a signal that is not clearly defined in our database and requires us to update our information.

  • Can the system be deactivated or turned off from Securitech Office?

    No. Your system is an independent unit and can only be deactivated or turned off from your control panel/keypad or keyfob.

  • What happens when I press the panic or fire alarm buttons on the touchpad?

    If you hold down the panic or fire alarm buttons on the touchpad for 1 to 3 seconds, an alarm is transmitted to the Securitech Central Monitoring Station, and emergency services are dispatched accordingly. An alarm received in this manner cannot be canceled by Securitech Central Monitoring Station and must be reset at the customer's control panel.

  • If the electric power is off, will my alarm system still work?

    Yes. In case of a power loss, the back-up battery will activate to maintain your alarm protection for several hours. In the event your battery is low, a low-battery signal will be sent to your Securitech Central Monitoring Station so you can be notified by Securitech.

  • If I have an emergency, should I call Securitech first?

    No. If you have an emergency, call 911 first. If you are unable to call 911, then press and hold (for 3 seconds) the appropriate button on your control panel/keypad (Fire, Police or Medical).

  • Who do I call to schedule service (Technical Support) for my security system?

    Securitech at 648-8877.

  • Why do I get disconnected when talking on the phone?

    Your alarm system is programmed to send non-emergency signals in the event of an problem (open/close, AC power loss, trouble, etc.) to the Securitech Central Monitoring Station. A 24-hour communicator test signal programmed at a specific time will also be sent once a day. During this time, your phone will be disabled for 10 to 30 seconds and then return to normal after the signal has been received.

  • What devices does DOCOMO Pacific Sentry package include?

    1. Control Panel x 1 unit
    2. Rechargeable Back-up Battery x 1 unit
    3. Motion Detector x 1 units
    4. Door or Window Contact x 3 units
    5. Wireless Remote Key Fob x 2 units
    6. INSTALLATION PART - 4-pack Magnet and Spacers
    7. INSTALLATION PART - Telephone Connector
    8. INSTALLATION PART - Telephone Jack
    9. GSM Radio x 1 unit

    (as Back-up for alarm signal reporting when the primary communication line is down)

Medic Alert FAQs

  • How does Sentry Medic Alert system work?

    1. The individual wears a small medic alert transmitter around their neck or wrist; if they fall or have an accident, they push the panic button.
    2. The base console unit in their home receives the panic signal and automatically calls the DOCOMO Pacific Sentry Monitoring Center.
    3. An operator immediately calls the individual's phone number; the base console, which contains a microphone and speaker, allows two-way conversation to take place even if the person is in a different room in the house.
    4. Depending on the severity of the situation, a family member, caretaker, or medical personnel are called and dispatched to the residence.
  • Does Sentry Medic Alert work outside?

    Yes, during installation the subscriber and installer will test the perimeter of the house to see how far the range is for transmitting the signal; however, two-way conversation with the base unit cannot take place unless the person is inside the home.

  • What happens if a signal is sent, but the person is unable to talk?

    Medic Alert will call contacts on the call list in the order given by the subscriber to verify the urgency of the situation.

  • Can the medical alarm pendant be work in the shower or bath?

    The pendant is water-resistant, so it can be worn in the shower; however, it should not be completely submerge in the water during a bath.

  • What are the costs involved for this service?

    If you already have a DOCOMO Pacific Sentry Package, it is $50 for a wrist or neck pendant, and an additional $15 per month for the monitoring fee; this system comes with one pendant and a chain and belt clip.

    A standalone system kit costs $590 for parts and installation and $29.99 per month for the monitoring fee; this system comes with one pendant and a wristband and lanyard.

    Additional neck or wrist pendants are $50 each.

  • If I cancel the service, do I keep the equipment? Can I be reimbursed for the equipment if I return it?

    Yes, you can keep the equipment. No, there is no reimbursement for the items returned.

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