Frequently Asked Questions

MODEM AND SIM CONCERNS

  1. Make sure that your Home Wifi modem is switched on by checking your modem's power indicator which is found at the front of your modem. The power indicator should turn green!
  2. If the power indicator is not green, check if the AC power adapter if it is properly plugged into the the modem and the power supply.
  3. If the indicator turns green but the modem is still not working, please call 171 for assistance. Before you make the call, be ready with the following:
    • Home Prepaid WiFi number
    • Official Receipt or Acknowledgement receipt issued to you when you purchased the device
    • Warranty card

SERVICE CONCERNS

  1. Check the quality of the signal that your modem is receiving by looking at the modem's signal indicators found at the front of the modem:
  2. To ensure better signal, place your modem near a window. You will know that the modem is getting a better signal when the signal indicator turns green or blue.
  3. If the problem continues even after performing the factory reset, please call 171 for assistance. Before you make the call, be ready with the following:
    • Home Prepaid WiFi number
    • Official Receipt or Acknowledgement receipt issued to you when you purchased the device
    • Warranty card

LOAD CONCERNS

  1. When you power up your device for the first time, make sure to check to check your balance. To check your balance, log on to your Home WiFi network, open any browser and go to: White modem – https://www.pldthomewifisettings.net / Black modem – http://pldthomewifisettings.net
  2. If your balance does not reflect the FREE 10GB, please call 171 for assistance. Before you make the call, be ready with the following:
    • Home Prepaid WiFi number
    • Official Receipt or Acknowledgement receipt issued to you when you purchased the device
    • Warranty card
  3. Connect to PLDT Home Prepaid Wifi.
  4. Visit the dashboard to check free 10GB. Go to www.pldthome.com/homewifiload.