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Docomo announces service credits for customers affected by Mawar



Docomo Pacific announced service credits for customers affected by typhoon Mawar. Credits will be issued upon request.


The company also launched a new dedicated service credit hotline to assist customers, who are still waiting for full-service restoration. The following hotline will serve as an efficient, streamlined process until further notice.

Email: heretohelp@docomopacific.com

Phone: 671-685-CARE (2273)

Monday - Friday: 8 am - 8 pm

Saturday & Sunday: Closed

*Important Notices:

  • Please send all requests through our Service Credit Hotline (via email or phone) or by visiting our store locations.

  • Please allow 5 – 7 business days for review and response


Why do I have to request for a service credit?

We recognize each customer’s unique circumstance, ranging from minimal disruption to those still awaiting full-service restoration. We will assess each customer individually and issue a credit (pro-rate) based on: 1) their monthly bill and 2) the outage duration.

How do I request a service credit?

Customers can request for a service credit anytime or wait until their monthly billing period passes. The application process is as follows:

  1. Customer submits request by emailing heretohelp@docomopacific.com, visiting any store location, or calling our Service Credit Hotline at 671-685-CARE (2273)

  2. We request that customers have the following information ready: 1) Account Number, 2) Account Name, 3) Service Address, 4) Contact Email, 5) Contact Number, 6) Services Affected (i.e., Mobile, Home Phone, Internet, and/or Entertainment), 7) Billing period you are requesting credit for, 8) Whether or not Docomo Pacific services have been fully restored, and 9) Whether or not island power has been restored to your residence

  3. A hotline representative will review the request. Please allow for 5 to 7 business days for review and response.

  4. The representative will disclose the outcome of the credit request to the customer.

Immediately following typhoon Mawar's passing, Docomo announced the relief aid for customers:

  • No disconnections or late fees until further notice!

  • No data caps for all our mobile data customers.

  • Prepaid customers remain connected, even without load.


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