DOCOMO PACIFIC Typhoon Mawar Restoration Update for Guam

Tamuning, Guam (June 07, 2023) – DOCOMO PACIFIC, the regional leader in innovation, telecommunications, & entertainment, shares the latest Typhoon Mawar restoration updates for Fixed services (Internet, Home Phone, and Entertainment) in Guam.

Hafa Adai, with the hardworking Guam Power Authority crews continuing to re-energize residences around the island, customer expectations on our restoration efforts for Fixed services (Internet, Home Phone, and Entertainment) are detailed in the release below.

Key Takeaways:

• Detailed overview of Fixed services (Internet, Home Phone, and Entertainment) restoration efforts since May 25th.
• Island-wide physical damage assessment of infrastructure has been completed and engineers are working on our restoration timeline.
• Field operations teams are assisting with restoring connectivity to our Mobile cell sites to ensure our island and field teams have the basic means of communication.
• As power is/has been restored to your home, our Fixed services may be intermittent as GPA crews continue to optimize power supply/grids to provide a sustainable electricity supply to your area.
• Shoud your area be restored with power and your Fixed services are not operational, there may be damage in your area (i.e., dropline, mainline) that will require assessment for restoration.
• Once your residence receives power, our Customer Care teams are here to verify connectivity in your location. Don’t hesitate to contact customer service at 671-688-CARE (2273), and they will assist with troubleshooting and scheduling service calls.
• We will be providing service credits for customers during this time of restoration if you experienced loss of service. Please stay tuned for the next steps.

Post-Typhoon Recovery Phase 1:

After Super Typhoon Mawar hit on May 24, we immediately activated Phase 1 of our typhoon recovery process for Fixed services (Internet, Home Phone, and Entertainment), which involves three components:

Component #1 – Physical damage assessment of our network:

With most of the island without power in the first-week post-typhoon, we setup up a special task force within our field operations team to do an island-wide physical damage assessment of our network infrastructure. The teams were divided into three groups to cover Guam’s Northern, Central, and Southern villages. Our team’s dedication and hard work, along with our customers reporting dropped lines in their residences, resulted in the completion of our island-wide physical damage assessment. Currently, our engineers are utilizing the assessment data to create a comprehensive plan to communicate our restoration efforts to our valued customers, first responders, and government agencies.

Component #2 – Providing connectivity to our Mobile Cell sites:

Restoring our entire Mobile Service network continues to be our top priority to ensure our island is connected. When a Mobile cell site is powered, the field operations teams will ensure the connectivity to the cell site is operational. Once our Mobile cell sites are operational, we post an update on our media channels.

Component #3 – Network assessments as power is restored:

As areas re-energize, our field operations teams will assess whether our cable lines are providing connectivity. Here are a few things to keep in mind as power restores:

1. As power is/has been restored to your home, our Fixed services (Internet, Home Phone, and Entertainment) may be intermittent as GPA crews continue to optimize power supply/grids to provide a sustainable electricity supply to your area.
2. Should your area be restored with power and your Fixed services are not operational, there may be damage in your area (i.e., dropline, mainline) that will require assessment for restoration.
3. Areas with minimal to no network damage are starting to come online automatically alongside power restoration.
4. Once your residence receives power, our Customer Care teams are here to verify connectivity in your location. Don’t hesitate to contact customer service at 671-688-CARE (2273), and they will assist with troubleshooting and scheduling service calls.

We will be providing service credits for customers upon request and review if you received loss of service. Please stay tuned for the next steps.

We encourage you to use mobile hotspots once Mobile service coverage improves in areas. We’re here to help you stay connected in the following ways:

• No disconnections until further notice! We got you covered.
• No data caps for all our mobile data customers.
• Prepaid customers, we’ve got you covered too! Stay connected even without load.

About DOCOMO PACIFIC

DOCOMO PACIFIC is a wholly owned subsidiary of NTT DOCOMO, Japan’s leading mobile operator. Headquartered in Tamuning, Guam, DOCOMO PACIFIC is the largest provider of personal, residential, enterprise connectivity and entertainment services in Guam and the Northern Mariana Islands. We are the 7-time winner of Best of The Pacific. DOCOMO PACIFIC is dedicated to bringing you and your family closer to the things that matter most. Get to know more about what makes us “Better Together” at www.docomopacific.com.