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Modem and Sim Concerns

My modem is not turning on
1
Turn on your PLDT Home Wifi Modem. Hintaying umilaw ang power indicator na makikita sa harap ng modem.
2
Kung hindi ito umilaw, check the AC power adapter at ang pagkaka-plug nito sa modem at power supply.
3
Kung nakailaw ang indicator pero hindi pa rin gumagana ang modem, tumawag sa 171. Ihanda ang inyong PLDT Home Prepaid Wifi number, official receipt/acknowledgement receipt, at warranty card.
I'm unable to access my modem's dashboard
  • Log on to your Home Wifi network. Make sure your mobile data is switched off. Open any browser at pumunta sa http://192.168.1.1 to access your modem’s dashboard.
  • Piliin ang factory reset sa inyong modem kung nagkaroon ng log-in error.
  • Kung nakakaranas pa rin ng problema sa dashboard ng inyong modem, tumawag sa 171. Ihanda ang inyong PLDT Home Prepaid Wifi number, official receipt/acknowledgement receipt, at warranty card.

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 network name and password
  • Log-on to your Home Wifi network. Make sure your mobile data is switched off. Go to http://192.168.1.1.
  • Go to Settings or Wireless tab at palitan ang network name at password
  • Reset your modem kung hindi mapalitan ang network name at password.
  • Kung makakaranas pa rin ng problema sa pagpapalit ng network name at password, tumawag sa 171. Ihanda ang inyong PLDT Home Wifi Prepaid number, official receipt/acknowledgment receipt at warranty card
I have tried accessing the dashboard at pldthome.com/homewifiload to check my account but I was directed to Smart Corporate website. website
  • Log on to your Home Wifi network to access your balance inquiry dashboard. Make sure your mobile data is switched off.
  • Open your browser at pumunta sa www.pldthome.com/homewifiload to access your modem’s dashboard
  • Kung hindi pa rin ma-access ang dashboard, close all running programs and clear your browser’s cache.
  • Kung patuloy pa rin ang problema, tumawag sa 171. Ihanda ang inyong PLDT Home Prepaid Wifi number, official receipt/acknowledgement receipt, at warranty card
My SIM cannot be detected
  • Piliin ang factory reset sa inyong modem.
  • Kung nakakaranas pa rin ng problema sa inyong sim, tumawag sa 171. Ihanda ang inyong PLDT Home Prepaid Wifi number, official receipt/acknowledgement receipt, at warranty card.

Service Concerns

There's no signal/I'm experiencing slow connection
1
Gamit ang signal indicators na makikita sa harap ng modem, check the quality of the signal na nasasagap ng inyong modem.
2
Para makakuha ng malakas na signal, ilagay ang modem malapit sa bintana. If the modem is able to get the better signal magiging green o blue ang kulay ng signal indicator.
3
Kung nakakaranas pa rin ng mabagal na connection o pagkawala ng signal, tumawag sa 171. Ihanda lang ang inyong PLDT Home Prepaid Wifi number, official receipt/acknowledgement receipt, at warranty card.

Load Concerns

I did not get the FREE 10 GB

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 have load but I'm unable to surf the internet
1
Check your balance para masigurong pumasok sa inyong PLDT Home Wifi account ang biniling load. Log on to your PLDT Home Wifi network. Open any browser at pumunta sa pldthome.com/homewifiload. .
2
Siguraduhing FamLoad ang napiling load. Ang regular load or any non-FamLoad packages ay hindi pwedeng gamitin for net surfing. You can convert your regular load to FamLoad. Pumunta lang sa 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
Kung verified na ang FamLoad remaining balance at wala pa ring access sa Internet, restart your modem.
4
Kung nakakaranas pa rin ng problema sa inyong FamLoad, tumawag sa 171. Ihanda lang ang inyong PLDT Home Prepaid Wifi number, official receipt/acknowledgement receipt, at warranty card.
I can't seem to top up with FamLoad 15
  • Ang FamLoad 15 ay add-on lamang sa ibang mas matataas na FamLoad packages na nagsisilbing base load.
  • To avail FamLoad 15, siguraduhing mayroong remaining balance ang inyong base load.

AFTER SALES CONCERNS


The PLDT customer care agent said my Home WiFi SIM needs to be replaced. Is this free?

Yes, just go to the nearest PLDT Store to get your SIM replaced.

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

The PLDT agent said my Home WiFi modem needs to be replaced/repaired. Is this free?

Your Home WiFi modem is covered by a 7-day replacement warranty in any PLDT Store. Beyond 7 days, concerns on your modem can be addressed thru the following:

  • For Evoluzn ID3 units: any Memo Express Service Center or Drop-off Point
  • For Boost Even 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 your Home WiFi Prepaid number, the Official Receipt/Acknowledgement receipt issued to you when you purchased the device and your warranty card.

Can I return the 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.