COVID-19 Updates

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 locations: behind Tamuning HQ (Monday-Friday from 8am-4pm) and Harmon GFA Parking Lot (Monday-Friday from 9am-4pm). Cash payments are preferred; however we will accept checks and credit cards. Debit cards will not be accepted at this time. To ensure a safe and smooth visit, we are limiting two transactions per car, and drivers must wear face masks at all time. For our HQ drive-thru map, click here. For our Harmon drive-thru map, click here.

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 September 26th, most of our store locations have reopened at limited capacity. Our Tamuning HQ and mall locations are open by appointment only while AAFES and Gualo Rai are still accepting walk-ins. We are taking every precaution to increase the standard of hygiene at our stores and practice safe social distancing. To ensure adequate health and safety measures, all customers and associates are required to wear masks. Temperature checks will also be taken at the door. Please call 688-CARE or download the Skiplino app to book your appointment.

To learn more about Skiplino, click here.

Temporary hours:

  • - Guam: - Appointment Only
    • - Tamuning HQ: Monday-Saturday: 8am-5pm
    • - ASC: Sunday-Saturday: 11am-6pm
    • - GPO: Sunday-Saturday: 11am-7pm
    • - Micronesia Mall: Sunday-Saturday: 11am-7pm
    - AAFES: Monday-Sunday: 10am-7pm
  • Saipan: Monday-Friday: 8am-5pm
  • Rota: CLOSED until further notice
  • - Guam HQ Golden Hour: Monday-Friday 8am-9am – for our manåmko', customers with disabilities and those with weakened immune systems

Available Services (Tamuning HQ & mall locations):

  • - Mobile devices sales and repairs
  • - Prepaid cards and Prepaid SIMs
  • - Fixed services upgrades
  • - Modem issuance and exchange
  • - SuperPod issuance and exchange
  • - Power banks, chargers, related accessories
  • - Return or replacement of fixed equipment

Payments can be made online, by phone, at select banks on Guam, at HQ or Harmon 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

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 Tamuning HQ (Monday-Friday 8am-4pm) or Harmon (Monday-Friday 9am-4pm) payment drive-thru locations.

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).

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

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 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.

You can visit our Tamuning HQ or mall locations on an appointment basis.

Our AAFES and Gualo Rai stores are open for all services and are fully operational.

To make an appointment at HQ or any of our mall locations, please call 688-CARE or download the Skiplino app to schedule a visit online.

To learn more about Skiplino, click here.

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.

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

Devices are considered "high-touch" surfaces and should be cleaned regularly. You may review the CDC's recommendation for cleaning and disinfection (https://www.cdc.gov/coronavirus/2019-ncov/prevent-getting-sick/cleaning-disinfection.html). Also follow the manufacturer's instructions; visit their website for more information.

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.

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