Our Latest Update on COVID-19

Hafa adai,

In times of rapid change, we rely on the strength of our connections. As we deal with the impacts of COVID-19, we want to make it easier for you to stay connected to the things that matter most. Allow me to share some of the steps we are taking.

Our team is ready and happy to assist if you need to make arrangements for bill payment. Please reach out to us at 688-CARE (Guam) / 488-CARE (CNMI). For our Enterprise customers, we stand ready to assist with the technology and communication tools needed to work remotely and continue to be safe and productive. We will continue to update this as things evolve.

Our commitment to keeping you connected remains. We are here for you by appointment, by phone, via email and through social media.

Let's stay Better Together in these trying times.

Roderick Boss
President & CEO DOCOMO PACIFIC

For our customers

We recognize the economic strain that many of our customers may be experiencing. If bill payment is challenging for you, please reach out to us at 688-CARE (Guam) / 488-CARE (CNMI) and we're happy to assist. We're in this together!

If you want to make a payment, here are safe and convenient options:

- Pay online - Click here to log in to My Docomo Pacific. If you have not done so, set up an account to view your bill and make payments.

- Pay at select banks on Guam - Make cash or check payments at the following banks at no additional charge: First Hawaiian Bank, Bank Pacific. Please bring the payment portion of your bill with you.

- Pay via phone - Call 688-CARE (Guam) / 488-CARE (CNMI) to speak to a customer service representative.

- Payment drop box - Drop check payments into the payment drop box located outside our Tamuning HQ and Gualo Rai retail store or at Bank of Guam's express payment drop box located outside their main branch in Hagatna (Guam).

- Payment drive-thru on Guam - Visit our temporary drive-thru located behind our HQ location open Monday-Friday from 8am-4pm. Cash payments are preferred; however, we will accept checks that must be filled out ahead of time. To ensure a safe and smooth visit, we are limiting two transactions per car, and drivers must wear face masks at all times. Click here to view map.

Your health and safety are paramount. Following the government's mandate to stay at home, we encourage you to manage your account online.

For postpaid customers, click here to log in to My Docomo Pacific.

For prepaid customers, click here to log in to My Prepaid.

For more information on our COVID-19 initiatives or any of our products and services, please reach out to us by sending a message, email or by phone, or check our Instagram, Facebook or Twitter accounts.

Customer Care is available Monday - Saturday: 8am-8pm, and Sunday: 10am-5pm.

Click here to send a message

Email: customercare@docomopacific.com
Phone: 688-2273 (Guam) / 488-2273 (CNMI)
Facebook: docomopacific (Guam) / docomopacific.cnmi (CNMI)
Instagram: docomopacific (Guam) / docomopacific_cnmi (CNMI)
Twitter: DocomoPacificGu

For our people

We have instructed most of our teams to work from home until further notice. As a telecommunications provider, our associates are well-equipped to work remotely.

For those who may be working in our HQ, we have implemented additional measures to ensure a safe and hygienic workplace. Associates are expected to adhere to our “New Working Norms” policy guidelines which cover our extra-precautionary workplace changes in light of COVID-19, to include:

- Employees who feel ill should stay home.

- Temperatures are being read at all entrances.

- Plexiglass dividers have been added to collaborative work spaces.

- Employees must follow social distancing rules while in the building.

- Face masks must be worn at all times.

For our community

We donated 15 prepaid mobile phones with service to the Department of Public Health and Social Services (DPHSS) and the University of Guam (UOG) for the Medical Triage Hotline Numbers for COVID-19. The Medical Triage Hotline Numbers are meant for individuals who do not have a regular health care provider and may experience symptoms consistent with COVID-19.

If you are experiencing symptoms consistent with COVID-19, please call your healthcare provider. If you do not have a regular health care provider, you may call any of the Community Health Centers or the DPHSS Medical Triage Hotline Phone Numbers listed below to report symptoms and obtain guidance from clinicians:
(671) 480-7859 (671) 480-6760/3 (671) 480-7883 (671) 687-6170 (ADA Dedicated Number)

These numbers are operational daily, from 6am-10pm and are limited to medical-related inquiries only.

$10,000 worth of N95 masks and face shields were ordered. Once they arrive, they will be donated to help protect our healthcare providers responding to COVID-19 on the frontlines.

We continue to provide free TV and internet services to the residents of Guma Trankilidat. We understand that our manåmko' are among the most vulnerable in our community. These services help them remain connected to their loved ones outside of the housing area and allow them to stay informed through news channels.

We donated 20 Samsung tablets for distribution to COVID-19 patients in isolation at the Guam Memorial Hospital. Recipients may use the smart tablet to connect with friends and family or for gaming and streaming services.

We also donated 30 smart phones with service to students of the University of Guam who are in need of connectivity devices. To comply with social distancing mandates, schools and college campuses around the world have been forced into remote education. We are doing our part to help close the digital divide by providing these services.

DOCOMO PACIFIC reusable bags were donated to the CNMI Public School System for teachers to compile and pack instructional material for students to take home.

In partnership with Frank Camacho, we provided meals on Easter Sunday for the CNMI Medical Referral patients who traveled to Guam for care and are unable to return home due to flight restrictions caused by COVID-19.

On May 14, 2020, DOCOMO PACIFIC joined the Feed the Need initiative and contributed $1,500 in non-perishable foods to support families whose employment was affected by this pandemic.

We recently donated 3,550 KN95 masks to our Guam and CNMI front-liners, including Guam Homeland Security, St. Dominic’s Senior Care Home, Catholic Social Services, Kamalen Karidat, and CNMI first responders.

About our stores

As of May 11th, most of our retail stores have reopened. We are taking every precaution to increase the standard of hygiene at our stores and practice safe social distancing. To ensure adequate social distances for your health and safety, we will accommodate just 6 customers at our HQ location at a time. Please call 688-CARE to book your appointment.

Temporary hours:
- Guam:
- Tamuning HQ: Open by appointment only. Call 688-CARE to schedule your visit.
Monday-Friday: 8am-5pm | Saturday: 9am-2pm

- AAFES: Monday-Sunday: 10am-7pm
- ASC: Monday-Sunday: 11am-6pm
- GPO: Monday-Sunday: 11am-7pm
- Micronesia Mall: Monday-Sunday: 11am-7pm
- Saipan: Monday-Friday: 8am-5pm - Rota: Monday, Wednesday & Friday: 8am-1pm - Guam HQ Golden Hour: Monday-Friday 8am-9am – for our manåmko', customers with disabilities and those with weakened immune systems

Available services:
- Mobile postpaid activations and renewals - Prepaid services - SIM replacements - TechZone repair - Cable modem exchange - Equipment return for those leaving island

Payments can be made online, by phone, at select banks on Guam, at HQ payment drive-thru on Guam, or by dropping a check into the payment drop box located at our Tamuning HQ & Gualo Rai retail. For details on safer ways to pay, click here.

FAQs

Billing and Payment

  • I want to pay my bill in cash. Where can I go to make payment?

    You can pay at the following banks at no additional charge: First Hawaiian Bank, Bank Pacific. Please bring the payment portion of your bill with you. You can also make cash payments at our HQ payment drive-thru, open Monday-Friday from 8am-4pm.
  • My bill is due today. How can I pay this if all stores are closed?

    Here are safe and convenient options to pay your bill:
    - Pay online - Click here to log in to My Docomo Pacific. If you have not done so, set up an account to view your bill and make payments. - Pay at select banks on Guam - Make cash or check payments at the following banks at no additional charge: FHB, Bank Pacific. Please bring the payment portion of your bill with you. - Pay via phone - Call 688-CARE (Guam) or 488-CARE (CNMI) to speak to a customer service representative. - Payment drop box - Drop check payments into the payment drop box located outside our Tamuning HQ and Gualo Rai retail store or at Bank of Guam's express payment drop box located outside their main branch in Hagatna (Guam).

  • Till what time will you be taking phone payments?

    Customer Care is available Monday-Saturday: 8am-8pm, and Sunday: 10am-5pm.

  • If I can't pay my bill on time, will I be charged a late fee or have my service disconnected?

    We recognize the economic strain that many of our customers may be experiencing. If bill payment is challenging for you, please reach out to us at 688-CARE (Guam) / 488-CARE (CNMI) and we're happy to assist. We're in this together!

Customer Service Hours and Store Availability

  • What are Docomo's customer service hours?

    Customer Care is available Monday-Saturday: 8am-8pm, and Sunday: 10am-5pm. You may call us at 688-CARE (Guam) or 488-CARE (CNMI). Technical support is available 24/7.

  • Can I visit a Docomo store for assistance?

    You can make an appointment to visit our HQ or visit our other retail stores located at Micronesia Mall, GPO, or ASC. To make an appointment at HQ, please call 688-CARE. Our CNMI stores are open for all services and are fully operational.
  • Who can I talk to if I have a question?

    You can speak to an associate by calling 688-CARE (Guam) or 488-CARE (CNMI). Customer Care is available Monday-Saturday: 8am-8pm, and Sunday: 10am-5pm.

  • Will this affect the delivery, return or repair of my device or accessory?

    Shipping and transport has been affected at a global level. We will track your item and keep you closely informed of its status.

Data Caps

  • What are Docomo's customer service hours?

    Customer Care is available Monday-Saturday: 8am-8pm, and Sunday: 10am-5pm. You may call us at 688-CARE (Guam) or 488-CARE (CNMI). Technical support is available 24/7.

How to clean your device

Online Help

  • How do I get help online?

    Simply complete the form here.

  • What are common transactions I can perform online?

    You can check your balance, pay a bill, top-up your prepaid load, learn more about our products and services, or get help by sending us a message.

Working from home

  • How can I be productive when working from home?

    If you are working from home, here are a few tips for a productive experience:
    - Audit your internet connection and speed. - Ensure you have the proper tools and devices necessary for remote work. - Set up a VPN if required. - Ensure remote desktop access if applicable. - Separate your business chat and email from your personal platforms for added business security.

Let's stay Better Together