Docomo Pacific apologizes and updates subscribers

Docomo Pacific president and CEO Roderick Boss apologized yesterday for the internet service outage that wreaked havoc on their subscribers in the CNMI and Guam last weekend.

In a letter to subscribers, he said a cybersecurity incident occurred early last Friday morning and some of the telecommunication company’s servers were attacked. 

“Immediate failsafe protocols were initiated by our cybersecurity technicians to shut down affected servers and to isolate the intrusion. Your customer data is safe. Our mobile network and fiber service remain unaffected,” he said. 

Boss says he understands that the Marianas-wide outage has been a huge disruption, especially since the outage extended through the weekend and, for some customers, into the current week. 

“I know apologies are only worthy if they are not backed by action,” he said.

He went on to inform subscribers of what’s being done to restore and reinforce Docomo Pacific’s services. “We have mobilized all technical resources 24 x 7. We continue to make progress in addressing the incident; however, this remains an evolving and dynamic situation. All hands in Guam, CNMI, as well as local and federal law enforcement resources, are dedicated to resolving this issue.”

For the meantime, Boss said the following is what Docomo Pacific has been doing to keep subscribers connected:

Internet: All internet services have been restored. If you continue to experience service issues, contact 671-688-2273 (GUAM) or 670-488-2273 (CNMI). You may continue to use your mobile data to tether devices such as laptops and tablets at no additional cost. Credits will be applied to your bill. 

Mobile prepaid: All prepaid talk, text, and data are available at no cost. If you are a current prepaid customer, you may continue using the service without load.

Mobile postpaid: Docomo Pacific’s Mobile network was isolated and was not impacted. To allow you to power all other devices such as laptops and tablets, your data caps have been removed until further notice. 

Entertainment: If you subscribe to dTV+ and are still experiencing service issues, contact Customer Care. Credits will be applied to your bill. 

Digital home phone: Credits will be applied to your next bill.  If service issues persist, contact Customer Care. 

Docomo Pacific stores and call centers are also operating with limited functionality. For non-critical issues, email customercare@docomopacific.com. 

“Attacks like these cannot be easily predicted or prevented, and I deeply apologize on behalf of Docomo Pacific for the disruption it has caused. Please be assured that I, along with my entire team, will not rest until your services are fully restored and secured. Thank you for your continued understanding, and for your patronage,” said Boss.