Docomo service outage was a result of faulty network element


Docomo service was interrupted for several hours Thursday evening.

Guam -Thursday night, Docomo Pacific went down for several hours which left residents voicing their frustrations on social media and some even stranded with no service.

Docomo Pacific is one of the leading telecommunications providers here on island. But Thursday, an issue with their network left many cellphone subscribers without the use of their phones and the feelings are mixed.

Docomo Pacific mobile subscribers experienced a nearly 6-hour intermittent lapse in service Thursday evening. Mobile subscribers were not able to make phone calls or utilize their data network, leaving customers like Smile Steven with a frown.

“Well, umm upset really because I was at class, at school yesterday and I needed to call for my ride and it was out. So, I had to ask one of the classmates with a different carrier to help me with a phone call. I depended on Docomo for a long time. Docomo has been my carrier but yesterday kind of gave me a downfall on it,” said Steven.

An anonymous source told PNC News that her business utilizes Docomo and that the interruption of services was an inconvenience to her business.

Subscribers also took to social media to air their discontent with the downed service.

One subscriber commented, “Your inconveniences have been piling up lately! Are we being pro-rated for these inconveniences? Bet, not right? You’re losing credibility every time these inconveniences come around.”

Another subscriber wrote, “You should at least apologize and inform through text of what was happening.”

Meanwhile other subscribers, like John Cepeda, were unfazed by the service interruption.

“Yes, I did but here and there but its not a problem, it happens in everybody’s cell phone so I am not going to say that GTA is the same, they are all the same,” said Cepeda.

Reports were also made by customers who experienced issues with their landline as well, citing that attempts to call Docomo were futile as no ring tone could be heard after dialing the Docomo telephone number. When Steven was able to get through he says he wasn’t given much insight into the issue.

“Yes, I called and the lady then answered my call said it was only going to take a few minutes but it took more than a few minutes, it took hours,” stated Steven.

Docomo Public Information Officer Ken Quintanilla stated that the network service outage first affected mobile data and later voice and SMS functionality. Docomo determined that the cause of the outage was a faulty network element.

On social media Docomo shared, “Thanks again for your patience and understanding this evening. Our mobile network has been fully restored and back in service. We apologize for any inconvenience. If you’re still experiencing issues, try restarting your phone or give us a call at 688-care. Thank you.”

SOURCEJolene Toves
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Jolene Toves
Jolene joined the PNC team in 2017, as a producer, co-anchor and investigative reporter covering law enforcement, courts and crimes. Notable coverage includes the Ehlert case, the Mark Torre Jr. trial, the Allan Agababa trial, exclusive pieces on the Life of a Drug Dealer/Addict, and Life behind bars...the story of Honofre Chargualaf and Kevin Cruz. In 2019, she was promoted to Assistant News Director and Lead Anchor. From 2015 to 2017 she served as Public Relations and Promotions Manager, for the Hotel Nikko Guam handling local radio and advertorial promotions, as well as produced and directed tv commercials for the hotel. Prior to this she worked with KUAM for three years as a reporter and segment host. She began her journalism career in 2012, working with Glimpses of Guam contributing to the Guam Business Magazine, R&R magazine, MDM magazine and the Marianas Business Journal.