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Modem and Sim Concerns

My modem is not turning on
1
Switch on your Home WiFi modem. The modem's power indicator (found at the front of the modem) should turn green.
2
If the indicator does not turn green, check if the AC power adapter 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. Just be ready with your Home Prepaid WiFi number, the Official Receipt/Acknowledgement receipt issued to you when you purchased the device and your warranty card.
I'm unable to access my modem's dashboard
  • Log-on to your Home WiFi network, open any browser and type in http://192.169.1.1  or www.pldthomewifisettings.net to access your modem's dashboard.
  • If you get a log-in error, perform factory reset on your modem.
  • If the problem persists, please call 171 for assistance. Just be ready with your Home Prepaid WiFi number and the Official Receipt/Acknowledgement receipt issued to you when you purchased the device and your warranty card.
I'm unable to change my network name and password
  • Log on to your Home WiFi network, open any browser and type in http://192.169.1.1 or www.pldthomewifisettings.net to access your modem's dashboard.
  • Once you’re on the logged on, you will be prompted to change your modem dashboard’s password.
  • Once you’re able to do this, you can now proceed with changing your Home WiFi’s network name and password. Just go to the Settings tab and click on WiFi Settings to do this.
  • If you're unable to do so, perform reset on your modem.
  • If the problem persists, please call 171 for assistance. Just be ready with your Home Prepaid WiFi number and the Official Receipt/Acknowledgement Receipt/Warranty Card issued to you when you purchased the device.
I have tried accessing my modem's dashboard but I was redirected to the Smart corporate website
  • Make sure you are logged on to your Home WiFi network when accessing your balance inquiry dashboard.
  • Once logged on to your Home WiFi network, open any browser and type in www.pldthome.com/homewifiload to access your modem's dashboard.
  • If the problem persists, close all running programs and then clear your browser's cache.
  • If this does not work, please call 171 for assistance. Just be ready with your Home Prepaid WiFi number and the Official Receipt/Acknowledgement receipt issued to you when you purchased the device and your warranty card.
My SIM cannot be detected
  • Perform factory reset on your modem.
  • If the problem persists, please call 171 for assistance. Just be ready with your Home Prepaid WiFi number and the Official Receipt/Acknowledgement receipt issued to you when you purchased the device and your warranty card.

Service Concerns

There's no signal/I'm experiencing slow connection
1
Check the quality of the signal that your modem is getting thru the modem's signal indicators found at the front of the modem:
2
To get better signal, reposition your modem near a window. If the modem is able to get better signal, the signal indicator will turn green or blue.
3
If your concern persists, please call 171 for assistance. Just be ready with your Home Prepaid WiFi number, the Official Receipt/Acknowledgement receipt issued to you when you purchased the device and your warranty card.

Load Concerns

I did not get the FREE 10 GB
1
When you first power up your device, make sure you check your load balance to ensure that you will be able to enjoy the FREE 10GB that comes with Home Prepaid WiFi.
2
To check your balance, just log on to your Home WiFi network, open any browser and type in www.pldthome.com/homewifiload.
3
If your balance does not reflect the FREE 10GB, please call 171 for assistance. Just be ready with the Home Prepaid WiFi number and the Official Receipt/Acknowledgement Receipt issued to you when you purchased the device and your warranty card.
4
Connect to PLDT Home Prepaid Wifi.
5
Visit the dashboard to check free 10GB. Go to www.pldthome.com/homewifiload.
I have load but I'm unable to surf the internet
1
Check your balance to make sure the load you purchased has been credited to your Home WiFi account. Just log on to your Home WiFi network, open any browser and type in pldthome.com/homewifiload.
2
You must also ensure that you have availed of a Home Boost load Package. Please note that you will not be able to browse using regular load or any other non-Home Boost load packages. If you have availed regular load, you may convert this to a Home Boost load package thru pldthome.com/homewifiload.

Any PLDTSales & Service Center nationwide

List of PLDT Stores nationwide >

Any PLDT Smart loading station
(sari-sari stores, etc.)

Thru pasaload from any Smart/TNT number Applies to regular load only.

How to load via Pasaload >

3
If after you have verified that you have a valid Home Boost load with remaining balance but are still unable to surf the internet, restart your modem.
4
If the problem persists, please call 171 for assistance. Just be ready with your Home Prepaid WiFi number and the Official Receipt/Acknowledgement receipt issued to you when you purchased the device and your warranty card.
I'm unable to load Home Boost 15
  • Please note that Home Boost 15 is an add-on to higher Home Boost loads (base load).
  • To load this package, your base load must have remaining balance.