Live Chat Questions

Customer is under lease plan and asking if they'll own the box after 24 months.

• There's no option to own the box.

• Sure. They can have it.

Customer want to transfer to FLEXI right away after 24 months lock in period on lease plan.

• Customer must return first the equipment and disconnect the service and reapply for FLEXI then purchase the box.

• Customer can continue to the new plan, we will just send a new contract and he can now have Flexi Plan.

Customer is asking about the warranty for lease plan how long it will last.

• Warranty for lease is for lifetime coverage.

• Warranty for lease is 12 months only.

How much will it cost me if I upgrade for PVR (Personal Video Recorder?

• 3000php if you already have a box

• 2500php if you already have a box

If My box is already out of warranty and under lease plan how much does it cost to have a new one for a replacement?

• For HD box cost Php 2290 while the SD box cost Php 1,490.

• For HD box cost Php 2490 while the SD box cost Php 1,790.

If I failed to pay my bill, how many months will it take before my account will be forwarded to collection agency/ cancellation due to non-payment?

• The account will be disconnected once the bill is not paid for three months.

  -As per John, it could take 6 months.

• The account will be disconnected once the bill is not paid for a year.

Can I convert my Postpaid plan to prepaid plan since my contract already end? (Provided the acct # and NO Contract anymore but under Lease Plan)

• Upon checking, the box is for rental or on lease plan.It is not convertible to prepaid account. You need to apply new prepaid account for your request.

• Definitely! Please contact sales for account conversion.

For Foreigners applying for the service, is it the same requirements the same for locals?

• Yes! you just have to provide the following documents, Proof of billing, ID, and service application form (downloadable at www.cignal.tv).

• NO, they need to submit special requirements such as Immigration Status and proof of Temporary Residency before they can send an application.

Can I buy load at MLhuillier or Cebuana for my prepaid box?

• "We have no loading there. You can load the account through Cignal or Smart retailers, Pasaload, Cignal reloading card or Electronic PIN's.

  A gentle reminder, please be advise that when loading, Kindly keep the box plugged in or stand by mode avoid the delays."

• Yes. We partnered with them for easy loading and for our customers' convenience. Just provide your account number and the phone number associated to your Cignal card.

I'll be out of the country for 6 months for vacation, can I request for temporary hold? What are the fees? How long is the validity of the temporary hold?

• Yes, they do process temporary hold per customer's request. The customer needs to pay 100php and prorated charge will apply once they requested to reconnect the service again from the temporary hold. The customer can either call to have the service reconnected or they can wait until their service automatically reconnects since it is system generated. Temporary hold can be processed 3 months per year - but if customer requests to exceed the 3 months time frame, it will be subject for approval depending on the reason for temporary hold.

• Yes, they do process temporary hold per customer's request. The customer needs to pay 150php and prorated charge will apply once they requested to reconnect the service again from the temporary hold. The customer can either call to have the service reconnected or they can wait until their service automatically reconnects since it is system generated. Temporary hold can be processed 6 months per year - but if customer requests to exceed the 6 months time frame, it will be subject for approval depending on the reason for temporary hold.