FAQs ON HOME WIFI PREPAID TRANSFER TO SMART

Hello, valued Home Wifi Prepaid customers! We know that change can be intimidating so we prepared a quick guide that will help you understand what you can expect as new members of the Smart family.

  1. GENERAL
    1. What does the transfer of PLDT Home Wifi Prepaid to Smart mean to me as a subscriber? What changes can I expect?
      New and exciting things are in store for you as new members of the Smart family! By March 1, 2021 you will enjoy more exciting promos, get access to more loading channels, exclusive content, a new account management app and a loyalty rewards program that are all currently being enjoyed by Smart subscribers.  
    2. Will my Home Wifi number change?
      No, your current Home Wifi number will be retained.
    3. Will I be able to use the same channels I have been using?
      • For Loading:
        You can continue to purchase promos and/or load to continue using the service through any of the following channels:
        • Direct Loading via any Smart and PLDT Loading Station: PLDT Store, Smart and Sun Retail Stores, PayMaya, GrabPay.
        • Conversion of regular load to a promo offer via the myPLDT Smart App and PLDT Home Wifi Dashboard
      • For Account Management:
        You may still use the myPLDT Smart App and PLDT Home Wifi Dashboard to view your load balance, check your remaining data and to convert regular load to your preferred promo load.
      • For After-sales:
        You may direct all your concerns on Home Wifi Prepaid to the following Smart Customer Care channels:
        • Smart Hotline at 02) 8888 1111 via landline or *888 (toll free) using a Smart or TNT mobile number
        • Official Smart Social Media Accounts: Facebook (Smart Communications, Inc.) or Twitter (@SmartCares
        • SMART Store nearest you
        Customers who go to PLDT Home customer care channels shall be redirected/endorsed to Smart.
      • For general info on PLDT Home Wifi, do I still visit www.pldthome.com/homewifi? Will the Home Wifi website move to a new URL under Smart?
        Starting February 1, 2021, you may visit www.smart.com.ph/bro/homewifi to get the latest promos and offers for Home Wifi.
  2. LOADING
    1. Will I still be able to load PLDT Home Wifi FamLoads?
      Yes, Home Wifi Famloads will still be available for you to purchase.
    2. Can I avail of Smart’s Giga Loads?
      For now, you may continue to top-up with Home Wifi FamLoads. You may check www.smart.com.ph/bro/homewifi for updates on offers and promos you that will be made available for you.
    3. Can I top up my Home Wifi account via Smart Pasaload?
      This service is currently not available to Home Wifi subscribers.
  3. AFTER-SALES
    1. Do I still call the PLDT Hotline, go to PLDT Sales and Service Centers and send a message to the PLDT Home Social Media Accounts if I need assistance on my Home Wifi Prepaid service?
      You may direct all your concerns on Home Wifi Prepaid to the following Smart Customer Care channels:
      • Smart Hotline at 02) 8888 1111 via landline or *888 (toll free) using a Smart or TNT mobile number
      • Official Smart Social Media Accounts: Facebook (Smart Communications, Inc.) or Twitter (@SmartCares
      • SMART Store nearest you
      Customers who go to PLDT Home customer care channels shall be redirected/endorsed to Smart.
    2. Do I still go to the same modem repair centers in case I have a problem with my modem, beyond 7 days warranty?
      Yes, you can still go to the same modem repair centers in case you have a problem with your modem beyond 7 days warranty. But until February 28, 2021, please make sure to call 171 or visit the nearest PLDT Sales and Service Center first so that we can help troubleshoot your Home Wifi Prepaid service. This will help us determine the exact cause of the defect and will allow us to recommend the next steps to get your concern resolved.
  4. PURCHASE
    1. Where can I purchase Home Wifi Prepaid?
      You can purchase your Home Wifi Prepaid device through any of the following Sales Channels:
      • PLDT Stores
      • Smart Retail Stores
      • Accredited Smart and PLDT Regional Distributors, Key Accounts and Resellers
    2. Are there new channels for Home Wifi Prepaid purchase?
      Yes, since Home Wifi Prepaid will now be available across all Smart dealers and resellers, it will also be sold in Smart’s online storefronts such as Lazada, Shopee, Grab and Smart’s own online store starting March 1, 2021.
  5. TERMS AND CONDITIONS
    1. Will there be any changes to the Home Wifi Prepaid Terms and Conditions?
      Starting March 1, 2021, new Home Wifi Prepaid Terms and Conditions will apply to you as a Home WiFi subscriber. To review and understand these new terms, you may view these in advance through www.smart.com.ph/bro/homewifi starting February 1, 2021.