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ACCOUNT/SERVICE CONCERNS

WHERE CAN I FIND MY HOME WIFI NUMBER?

Your number can be found at the back of your modem.

THERE'S NO SIGNAL/I'M EXPERIENCING SLOW CONNECTION
1
Check your modem’s signal indicator:
2

To improve the signal that your modem is getting, try moving it near a window.

You may also check how many users are on your Home WiFi network. Please note that the speed you are enjoying may depend on the number of simultaneous users as well as the activities they are doing online.

3
If you continue to experience no/slow connection, please call 171. Be ready with your Home WiFi Prepaid number.
I HAVEN’T USED MY HOME WIFI IN A LONG TIME AND I CAN’T SEEM TO CONNECT TO THE INTERNET.

If your Home WiFi SIM has been without load for 6 months, your account will be permanently disconnected.

To validate if your account is still active, please call 171. Be ready with your Home WiFi number.

If your Home WiFi account has been disconnected, you may go to the nearest PLDT store to get a replacement SIM.

MODEM AND SIM CONCERNS

TAKING CARE OF YOUR HOME WIFI MODEM
TWO WAYS TO CONNECT TO YOUT HOME WIFI MODEM
MY MODEM IS NOT WORKING
1
Make sure that your modem is properly plugged into a power source and the power button has been pressed. If done correctly, your modem’s power indicator should light up.
2
If the power indicator is lit but you are still unable to connect to the internet, call 171. Please be ready with your PLDT Home WiFi Prepaid Number.
3
If the power indicator does not light up, you may proceed to: .
  • The nearest PLDT Store, if within 7 days upon purchase
  • The nearest MemoXpress (for Black ID3 units) or IntoGadgets Service Center (for White R051 units), if beyond 7 days upon purchase.

Make sure to bring your Home WiFi Modem, Official Receipt/Acknowledgement Receipt and Warranty Card.

I’M UNABLE TO LOG-IN TO MY MODEM DASHBOARD
  • To access your modem dashboard, you must connect to your Home WiFi network. Make sure that your mobile data is switched off. Once connected, open any browser and type in: http://192.168.1.1

    If it’s your first time to log-in:

    • For Black ID3 units - type in the default username and password: pldthome
    • For White R052 units - type in the default password: pldthome

    If it’s not your first time to log-in, type in the username and password you have previously set.

  • If you are still unable to get through to the dashboard, reset your modem. You may do this by pressing on the RESET/RST button for atleast 10 seconds.
  • If after you reset your modem you are still unable to enter the dashboard, call 171. Please be ready with your PLDT Home WiFi Prepaid Number.
  • If you are trying to enter your modem dashboard to check your balance or convert load, you may also do these thru the myPLDT Smart App! Click here to learn how to register.

Download the myPLDT Smart app para sa mas madali at mabilis na pag-manage ng inyong account at pag-convert ng regular load sa FamLoad.

A Kumonek sa PLDT Home Wifi sa bahay. Siguraduhing naka-off ang inyong mobile data.
B Download the myPLDT Smart app sa App Store o Google Play
C Open the app at mag-register.
D Automatic na lalabas ang inyong PLDT Home Wifi Prepaid number.

Simple lang mag-register online ng inyong PLDT Home Wifi Prepaid!

E Ilagay ang inyong details at password.
F Tap “Agree” sa Terms and Conditions.
G View your account details!
I’M UNABLE TO CHANGE MY HOME WIFI NETWORK NAME AND PASSWORD.
  • To change your Home WiFi network name and password, you must access your modem dashboard.
  • Connect to your Home WiFi network. Make sure your mobile data is switched off.
  • Once connected, open any browser and type in: http://192.168.1.1
  • Log-in to the dashboard:

    If it’s your first time to log-in:

    • For Black ID3 units - type in the default username and password: pldthome
    • For White R052 units - type in the default password: pldthome

    If it’s not your first time to log-in, type in the username and password you have previously set.

  • Go to the Settings or Wireless tab to change your Network Name and Password.
  • If you are unable to change the mentioned details, reset your modem.
  • If concern still persists, call 171. Please be ready with your PLDT Home WiFi Prepaid Number.
MY SIM CANNOT BE DETECTED
  • Reset your modem. You may do this by pressing on the RESET/RST button for atleast 10 seconds
  • If your concern still persists, call 171. Please be ready with your Home WiFi Prepaid number.

LOAD CONCERNS

I DID NOT GET FREE 10 GB

There are two ways to check your load balance:

  • Through the Loading Dashboard. To access, connect to your Home WiFi network, open a browser and type in pldthome.com/homewifiload
  • Through the myPLDT Smart App

If your initial load of 10GB does not appear in any of these platforms, please call 171. Be ready with your Home WiFi Prepaid number.

Check your free 10 GB at load balance sa myPLDT Smart app o sa inyong dashboard.

A Kumonek sa PLDT Home Wifi sa bahay. Siguraduhing naka-off ang inyong mobile data.
B Maaaring gamitin ang inyong free 10GB sa loob ng pitong araw to download myPLDT Smart app sa App Store o Google Play
C Open the app and register.
D Automatic na lalabas ang inyong PLDT Home Wifi Prepaid number.
E Ilagay ang inyong details at password.
F Tap “Agree” sa Terms and Conditions.
G View and manage your account.
I TOPPED UP BUT IT’S NOT REFLECTING ON MY BALANCE.

There are two ways to check your load balance:

  • Through the Loading Dashboard. To access, connect to your Home WiFi network, open a browser and type in pldthome.com/homewifiload
  • Through the myPLDT Smart App

If the load you availed does not appear in any of these platforms, please call 171. Be ready with your Home WiFi Prepaid number.

I HAVE LOAD BUT I’M UNABLE TO SURF THE INTERNET.

Make sure you have sufficient load balance to access the internet. There are two ways to check this:

  • Through the Loading Dashboard. To access, connect to your Home WiFi network, open a browser and type in pldthome.com/homewifiload
  • Through the myPLDT Smart App

Make sure that you have chosen a FamLoad as your load. You will not be able to surf the internet with airtime load.

  • Airtime load must be converted to a FamLoad for you to be able to access the internet.
  • You may convert your airtime load to a FamLoad through the Loading Dashboard or thru the myPLDT Smart App. Click here to learn how to convert you load.
HOW DO I CONVERT AIRTIME LOAD TO FAMLOADS?

There are two ways to convert airtime load to a FamLoad.

  • Through the Loading Dashboard. To access, connect to your Home WiFi network, open a browser and type in pldthome.com/homewifiload
  • Through the myPLDT Smart App. Click here to learn how to convert you load.
I’M UNABLE USE THE PASALOAD SERVICE.

The Pasaload service is temporarily unavailable for Home WiFi Prepaid customers.

ARE THERE FEES FOR THE PASALOAD SERVICE?

The Pasaload service is temporarily unavailable for Home WiFi Prepaid customers. But when it becomes available, a P1 fee per transaction will apply to denominations below P100.

I CAN’T SEEM TO AVAIL OF FAMLOAD 15/FAMLOAD 50.

FamLoads 15 and 50 are no longer available. Starting July 1, you may purchase FamLoads 199, 599, 999 and 1499. These denominations are perfect for family-sharing and will allow you to choose loads that are suited for weekly and monthly use.

I CAN’T SEEM TO AVAIL OF THE FAMLOAD 2X THE DATA PROMO.

The FamLoads 2x the data promo ended July 31, 2020. You can continue enjoying surfing the internet with the all-new FamLoad Video and Video Plus which come with open access data plus data for top video apps and sites!

WHAT ARE THE NEW FAMLOAD VIDEO PLUS AND FAMLOAD VIDEO LOADS?

Watching our favorite videos has become part of the family’s everyday life – whether for entertainment or for school and work – so we have introduced all-new FamLoads that comes with open access data plus data for video apps and sites! These new loads are called FamLoad Video and Video Plus!

FAMLOAD VIDEO PLUS: Comes with open access data + 3GB of data for video everyday apps & sites

  • Video Everyday apps and sites include YouTube, iWant, NBA League Pass and Cignal Play
  • Subscription to video everyday apps and sites not included.

FAMLOAD VIDEO:  Comes with open access data + 1 GB of data for YouTube everyday

  • Subscription to YouTube Premium not included
WHAT’S THE DIFFERENCE BETWEEN FAMLOAD VIDEO AND VIDEO PLUS?

FamLoad Video has big open access allocation for all apps and sites with 1GB for YouTube everyday!

FamLoad Video Plus has open access for all sites and apps + 3GB of video allocation every day! (video allocation for this apps: Youtube, NBA league pass, iWantnand Cignal Play)

Subscription to video streaming apps not included

ON FAMLOAD VIDEO/VIDEO PLUS, WHAT IF I CONSUME MY YOUTUBE/VIDEO EVERYDAY ALLOCATION FOR THE DAY? WILL I STILL BE ABLE TO ACCESS VIDEO APPS AND SITES?

If you consume your YouTube/Video Everyday allocation for the day, you can still continue enjoying access to YouTube/Video Everyday apps and sites but it will consume your open access data.

ON FAMLOAD VIDEO/VIDEO PLUS, I’VE USED UP ALL MY OPEN ACCESS DATA. WILL I STILL GET MY YOUTUBE/VIDEO EVERYDAY ALLOCATION?

Yes. Even if you have consumed your Open Access data, you will continue to receive your YouTube/Video Everyday allocation within the validity period of your FamLoad.

IS THERE A WAY TO EXTEND THE VALIDITY OF MY FAMLOAD?

If you have remaining data from your valid FamLoad subscription and would like to extend this, you may top-up with another FamLoad before your subscription expires. By doing this, your remaining data will carry over and may be consumed within the validity of your new FamLoad subscription.

HOW DO I CHECK MY LOAD BALANCE/MONITOR MY USAGE?

There are two ways to check your load balance:

  • Through the Loading Dashboard. To access, connect to your Home WiFi network, open a browser and type in pldthome.com/homewifiload
  • Through the myPLDT Smart App

AFTER-SALES PROCESS CONCERNS

TTHE PLDT HOTLINE AGENT SAID MY SIM NEEDS TO BE REPLACED. IS THIS FREE?
 

If you are encountering concerns on your Home WiFi Prepaid SIM, please call 171 so that you can get help troubleshooting your service. Be ready with your Home WiFi Prepaid number.

If the hotline agent recommends SIM replacement, you may go to any PLDT Store to get your SIM replaced, FREE of charge.

Just be ready with the Official Receipt/Acknowledgement receipt and Warranty Card issued to you when you purchased your Home WiFi.

THE PLDT HOTLINE AGENT SAID MY MODEM NEEDS TO BE REPLACED/REPAIRED. IS THIS FREE?

If you are encountering concerns on your Home WiFi Prepaid Modem, please call 171 so that you can get help troubleshooting your modem. Be ready with your Home WiFi Prepaid number.

If the hotline agent recommends modem replacement:

  • Note that your modem is covered by a 7-day replacement warranty in any PLDT Store.
  • Beyond 7 days, you may get your modem repaired/replaced thru the following:
    • For Black ID3 units: any MemoXpress Service Center or Drop-off Point
    • For White R051: any IntoGadgets Service Center or Drop-off Point

    A 1 year service warranty applies – 1 year period will start upon date of modem purchase.  Just be ready with the Official Receipt/Acknowledgement receipt and Warranty Card issued to you when you purchased your Home WiFi.

CAN I RETURN MY HOME WIFI MODEM AND GET A REFUND?

We do not accommodate refund requests. We can only replace your modem, if recommended by our agents after they conduct the necessary troubleshooting.