Frequently Asked Questions:
How do I get connected?
In order to connect, you must have a modem to establish your connection and a browser to surf the Web. Simply click on the Netscape Communicator/Internet Explorer etc. icon on your desktop.
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What speed is my connection?
The actual speed of your connection depends on three factors: the speed of your modem, the speed of our modem, and the quality of the line between them. PhilCom access numbers operate up to 56Kbps.
Your modem may not consistently connect at its stated baud rate. If the difference is small (such as connecting at 26,400Kbps instead of 28,800Kbps baud), you probably do not need to worry. Sometimes the actual data transmission rate is slowed down due to the connection grade or the physical type of connection you have to the network lines.
If you are experiencing a large discrepancy between your modem's baud rate and your actual connection speed, please call PhilCom Customer Service at (02)845-1101 to 03.
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Am I responsible for any additional charges beyond my monthly service fee?
Yes. Customers are responsible for any charges associated with connecting to PhilCom. Please check with our Customer Service to make sure that you have not exceeded on your minimum package.
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What is my User ID?
When you establish your PhilCom account you create a User ID (or login ID). This ID determines your email address and allows us to distinguish your account when you contact us for support. You will be restricted to 8 characters for your User ID.
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What is my password?
Your password was created when you initially signed up for your PhilCom account. If you have forgotten your password, you may call Customer Service at (02) 845-1101 to 03 to submit a new password. Current password information will not be released. It is very important that you NEVER send your password via e-mail.
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How can I keep my password safe?
By keeping your password safe, you prevent the possibility of unauthorized use of your e-mail or your Internet account. Following are ways to keep your password safe:
Select a password you will remember.
Do not tell anyone your password.
Change your password frequently.
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How do I update my address information?
If your address information has changed, including mailing and/or billing addresses, please call Customer Service at (02) 845-1101 to 03 or fax a letter of request to (02) 8189720. Also, have the following information available for the Customer Service Representative:
Your phone number.
User ID.
Old billing address.
New billing address.
Account Number
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How do I cancel my account?
We hope you never have a reason to cancel your account. However, if you do need to cancel your account, send an e-mail to helpdesk@philcom.com or call Customer Service at (02)845-1101 to 03 or fax to (02) 81899720. We require specific information to verify account ownership, so please have the following information available:
Your phone number.
Full name.
User ID (login name).
Mailing address.
Account Number
Reason of Cancellation
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How can I reach Customer Service?
PhilCom Customer Service and Technical Support are available 24/7. To contact us, call (02)845-1101 to 03 or e-mail us at helpdesk@philcom.com.
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What information should I provide to Customer Service?
When you contact Customer Service at (02)845-1101 to 03, we may ask for any of the following information to verify you as the owner of the account:
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What is my e-mail address?
Your e-mail address was selected during the initial sign-up process and is the same as your User ID. This address is made up of your User ID and a domain name (for example, User_ID@philcom.com.ph). Your PhilCom User ID must not contain more than 8 characters. Anything after the @ is not included in the 8 character limit.
If you do not remember your e-mail address you may contact Customer Service at (02)845-1101 to 03 to get additional information.
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How do I check for e-mail sent to me?
Go to http://mail.philcom.com.ph your new messages will be in your Inbox.
When you are using other software for your e-mail like Eudora light, Eudora Pro, Microsoft Outlook, & Outlook Express, pls. call our Customer Service hotline for assistance.
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Where can I find other information about my e-mail application?
You may call Customer Service @ 8451101 up to 03 for any update of your e-mail application.
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