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FAQs - Globe At Home

A Connected Home is Yours to Own

Let us help you build the home of the future. Know the answers to your questions and get the most out of your Globe at Home Postpaid and Home Prepaid WiFi subscription.

Globe At Home Postpaid

ABOUT GFIBER LATEST OFFERS

What’s new with Globe At Home offers?

The new Globe At Home plan offers a wide variety of add-on services perfect for you and your family's needs.


It comes with a WiFi 6 that offers a stronger connection compared to older versions. 


Depending on the plan you choose, you can get the following top-class entertainment platforms with long-term subscriptions: 

What are the plans available?

Here are our new and improved plans for you:


*Fiber-to-the-Room is available in select areas only.

Until when is this offer valid?

The new Globe At Home offers are valid from October 13, 2023 to March 31, 2024.


ABOUT GFIBER PLAN APPLICATION

How do I get a GFiber Unli plan?

Apply for a GFiber Unli plan with these easy steps:


STEP 1: Check if your area is serviceable via GFiber Plan Upgrade page

STEP 2: Select your GFiber UNLI plan.

STEP 3: Prepare your application documents.

STEP 4: Complete the online application. If you complete it before 2 PM, you can get connected as early as same-day installation.

Will there be an installation fee?

Yes, but the installation fee worth ₱2,400 is waived if you apply online.

What documents do I need for my application?

  • For a new online application, you need to upload one of the Proof of Identification (POID) listed below:
    • Driver's license
    • Passport
    • Philhealth
    • Postal ID
    • PRC ID
    • SSS ID
    • TIN ID
    • Unified Multi-purpose Identification (UMID)
    • Voter's ID
  • For existing Postpaid Mobile or verified GCash users, just apply with your registered mobile number.

How much would I need to pay upfront to avail this plan?

You need to pay a two-month service fee, which will be deducted from your first bill.

How long would the installation take?

Get your GFiber Unli plan installed in as quick as 24 hours when you apply online.


ABOUT GFIBER UNLI PLAN INCLUSIONS

What are the content and device inclusions of GFiber UNLI Plans?

Depending on your plan type, Globe At Home’s new GFiber Unli Plans come with the following:



*Available on selected plan only

Who are eligible to receive these content inclusions?

All plan subscribers will be able to get a 12-month access to Disney + Premium and Konsulta MD. It also comes with 24/7 BlastTV access and ₱1000 worth of Razer Gold Gaming Credits


GFiber Plans 2199 and up can avail of one-year HBO GO and Prime Video subscriptions plus one free visit from the Globe Home Squad.

When can I claim my freebies?

  • For new customers: Once your account has been successfully installed and activated, it will take up to 24 hours for your vouchers to appear upon successful connection. 

  • For existing customers who upgrade to eligible plans: Once your account has been successfully upgraded, it will take up to 48 hours for your vouchers to reflect in the GlobeOne app.

How do I claim my freebies?

Claim your freebies with these easy steps:


STEP 1: Download and install the GlobeOne app on your smartphone.

STEP 2: Sign up and enroll your Globe At Home account details.

STEP 3: Tap the gift icon on your Account Details page.

STEP 4: Click the “Just For You” section to see your content vouchers.

STEP 5: Wait for the app to process your voucher for redemption. It may take 10-15 minutes for the vouchers to appear.

STEP 6: Click “My Vouchers” and view the list of available content vouchers.


Note: Your Prime Video voucher will be sent to the email address associated with your Globe At Home account.


ABOUT BLASTTV

What’s BlastTV?

BlastTV is a new streaming service that can be enjoyed by Globe at Home subscribers. You can choose from over 20+ entertainment and sports channels, series, and movies, all for free!

How do I use BlastTV?

You just need to be connected to your Globe at Home network and visit BlastTV’s website. Select the channel, TV series, or movie you wish to watch and enjoy streaming!


ABOUT RAZER GOLD

What is Razer Gold?

Razer Gold is the unified virtual credit for gamers worldwide. You can buy games and in-game content that are a bang for your buck—including getting rewarded with Razer Silver and exclusive game deals.

What can I get with my Razor Gold?

You can browse our list of over 33,000 games and entertainment content that can be bought with Razer Gold.

Does Razer Gold have a fixed currency?

Razer Gold supports various regions and currencies. We recommend that you select the currency based on your region of residence for your convenience and to avoid unnecessary currency conversions.

How can I avail my gaming credits?

Get your gaming credits through the following steps: 

  1. Sign up or log in to your Razer Gold account.
  2. Click on "Reload" and then select "Razer Gold." 
  3. Scroll down until you locate the voucher code window.
  4. Upon successful redemption, a confirmation screen will greet you confirming redemption.

Will my gaming credits expire?

Your Razer Gold credits from Globe at Home don’t expire once redeemed. However, Bonus Razer Gold obtained from promotions and contests will expire within 60 days from the date of issue if unclaimed.


You may check your expiring balances in your Account Summary. Whenever you purchase content from our partners, your bonus Razer Gold will always be utilized first.


ABOUT DEVICES & SERVICES

How much will it cost to upgrade to a WiFi 6 modem?

The new GFiber Plans come with a WiFi 6 modem at no additional cost.

What is the difference between my current modem and a WiFi 6 modem?

A WiFi 6 Modem is the updated version of your current modem. It is equipped to help you maximize your online experience that fits your digital lifestyle!


Additionally, it has faster speeds and lower latency, it can connect more devices, and it reduces power consumption through the Target Wake Time (TWT) feature.

Should I get a mesh?

If you need extra coverage, mesh devices help with providing extended WiFi coverage, especially for areas in the home where the modem is not enough. It also enables you to access security features, overcome dead zones, handle high user and device usage, or provide connectivity in outdoor areas of your homes.

What is FTTR?

Fiber-to-the-Room (FTTR) is the next-generation home WiFi solution that provides high-speed internet all throughout your home. It is a wired-installed device that is ideal for homes with multiple rooms and floors. 


This allows fiber to be extended to individual rooms within your home to ensure fast, seamless, and uninterrupted network speeds even in hard to reach areas.

Will this be available with my current plan?

The GFiber 7499 1.5 Gbps plan comes with an FTTR kit, and is applicable to Metro Manila subscribers only.

Is FTTR available in my area?

Currently, FTTR is available to Metro Manila subscribers only.

Who is the Globe Home Squad?

Globe Home Squad is the premium technician servicing that levels up your GFiber connection with end-to-end local network support, and enables your future home. 


These professional tech-xperts are equipped and trained to assist you in any aspect of your home WiFi and digital needs.

What services does the Globe Home Squad offer?

Aside from the usual network assistance of repairing and optimizing your connection, the Globe Home Squad can help assist you in installing mesh devices, personalizing various intelligent home setups, and developing custom network configurations based on your needs.

How can I book Globe Home Squad services?

For subscribers in Plans 2699, 5999, and 7499, you can simply book a repair through any of our existing repair request channels (FBM, Hotline: 211), visit a Globe Store, or call your exclusive Globe at Home Hotline (188 or 02 7730 1888) to book for a Globe Home Squad Visit.


For regular subscribers, you can schedule a visit by accomplishing the appointment form.


ABOUT PLAN UPGRADE

What’s a plan upgrade?

A plan upgrade comes with higher speed and higher data allocation. It also comes with lifestyle upgrades such as subscriptions to Disney+, Konsulta MD, 24/7 access to BlastTV, and ₱1000 worth of Razer Gold gaming credits. 


Additionally, getting an upgrade involves an increase in your monthly service fee.

How can I be eligible for a plan upgrade?

You are eligible for a plan upgrade as long as you're serviceable to a higher plan and have a good credit standing.

Where can I request for a plan upgrade?

You may upgrade your plan through the following:


Where can I request for an add-on device?

You may upgrade your plan through the following:


What are the available plans for an upgrade?

You may see the available GFiber Plans and devices on our Globe at Home Plan Upgrade page.

Will there be a change in my contract period when I upgrade my plan?

All upgrades to GFiber Plan 2699 and up will be relocked-up for 24 months. For upgrades from Plan 1799 to Plan 2199, you’ll be relocked-up for 12 months, whether you are within or out of contract.

How fast will my plan upgrade request be processed?

Your plan upgrade request will be processed within 24 to 48 hours. Expect to receive a text or an in-app notification once successfully processed.

Will my new plan reflect in my app dashboard?

Please expect your new plan to reflect in the app within 24 hours. View your new plan with these easy steps:


STEP 1: Click your name at the top of the app dashboard.

STEP 2: Look for "Your Plan Usage" and click.

STEP 3: Tap “View Details.”

How come I cannot request a plan upgrade?

Plan upgrade options would not be available if:


  • Your plan is not serviceable to a higher speed.
  • The account is temporarily disconnected.
  • The account has an insufficient credit limit or outstanding balance.


ABOUT TECH UPGRADE

What’s Tech Upgrade?

Tech upgrade is a way to improve customer's internet experience by transferring the current line to a newer and more superior technology that can support heavier online activities. Common examples of tech upgrades include movement from LTE to Fiber and DSL to Fiber.


Tech upgrade usually happens when there is new technology that is available in the area.

How will I know if I’m eligible for a tech upgrade?

  • Identified customers who are eligible for a free tech upgrade are advised via text, email, or mail.
  • If you’re on an LTE@Home plan or a wired plan that’s not yet using fiber technology, you can fill out the sign-up form to check if better technology is available in your area.
  • If your line is found eligible, we’ll provide you with a tech upgrade for free.

Where can I request a tech upgrade?

What are the available plans for a tech upgrade?

Available plans indicated in the Globe At Home Facebook Messenger Chatbot or Globe Free Fiber Upgrade page are already based on the available facility in your area. Other preferred plans will be subject to serviceability check.

Is the tech upgrade free?

Charges will depend on the available plans in your area. If your current plan is available on the newer technologies, the tech upgrade will be free of charge. 


But if your current plan is already outdated, there is a possibility that you may need to upgrade your plan subscription to be able to transfer to the newer technology.

What’s the difference between a plan upgrade and a tech upgrade?

  • Plan Upgrade

    A plan pertains to the subscription that you have under Globe At Home. Each plan has a designated speed, monthly service fee, and free inclusions. An example is GFiber Plan 1799 up to 200 Mbps.


    Getting a plan upgrade means you'll apply for a plan with faster speeds, a higher monthly service fee, and possibly more freebies.

  • Tech Upgrade

    Tech upgrade pertains to the line that's supporting your subscription like DSL or Fiber.

How come I cannot request a tech upgrade?

Tech upgrade options would not be available if:


  • Your area is not serviceable to better technology.
  • The account is temporarily disconnected.
  • The account has an insufficient credit limit or outstanding balance.


ABOUT CONNECTIVITY ISSUES

What do I do when my internet is down?

Try these basic troubleshooting tips if you don’t have an internet connection:


  • Examine your modem’s cables for any loose connections. The modem’s power or internet lines may be loose or unplugged, resulting in a failure to connect to the internet.
  • Turn your modem off and then on again by unplugging the modem’s power cable from the socket and waiting two minutes.
  • If you're not yet on a GFiber plan, ensure that you haven't yet exceeded your plan’s data cap for the month. You can use the GlobeOne app to monitor your data usage and avail volume boosts for more data.

I’m experiencing slow browsing with my internet connection. How do I fix this?

Try the following tips if you have a slow internet connection:


  • Note that the layout of your house such as doors and walls can negatively affect your browsing experience.
  • Stay within the same room as your modem to ensure your best connection.
  • To enhance your internet experience at home, we recommend upgrading your plan or purchasing a device by filling out the application form.

Where can I go if I have issues with my internet connectivity?

What do these lights on my modem mean?

For Wireless Broadband connections:

LEDGoodFor TroubleshootingTroubleshooting
PowerOnOff
  • Check if the power adapter is plugged into the modem power port.
  • Check if the power adapter is plugged into power the outlet.
Network
Steady Blue/Cyan
Steady Red
  • Unplug the power adapter then re-plug it after 30 seconds to reboot the modem.
Wi-FiOnOff
  • Check by holding on the Wi-Fi button until the Wi-Fi LED turns on located at the upper side of the modem.
  • Unplug the power adapter then re-plug it after 30 seconds to reboot the modem.
LANOn / Off*Off – If LAN is not usedOff
  • Check LAN cable if connected from modem to LAN device.
Signal2-3 Bars0-1 Bars
  • If the modem has an external antenna, check the antenna cables if properly connected.
  • If the modem has no external antenna, ensure the modem is placed near the window.

For Wired Broadband connections:

LEDGoodFor TroubleshootingTroubleshooting
Power
OnOff
  • Check if the power adapter is plugged into the modem power port.
  • Check if the power adapter is plugged into a power outlet.
PON
On
Blinking of Off
  • Unplug the power adapter then re-plug it after 30 seconds to reboot the modem.
LOS
Off
Slow Blink Red
  • Modem receives low or no power. Ensure no removed connection.
LANOn / Off*Off – If LAN is not used
Off
  • Check LAN cable if connected from modem to LAN device.
TEL
On
Off
  • Check telephone cord if connected from modem to telephone.
WLANOnOff
  • Unplug the power adapter then re-plug it after 30 seconds to reboot the modem.


ABOUT BILLING AND PAYMENT

How can I pay for my Globe At Home bills?

Visit Broadband Billing Help & Support for billing and payment options.



Home Prepaid WiFi

About Acquiring a Home Prepaid WiFi

What is Globe At Home Prepaid WiFi?

Globe At Home Prepaid WiFi offers you budget-friendly internet access at home, giving you 2X faster speed*, 2X stronger signal, and wider coverage* with no installation required and no monthly fees needed.


Get a one-time free 10 GB internet allowance for free when you register your Home Prepaid WiFi SIM.


* vs. Old Globe Pocket WiFi

How can I register my Home Prepaid WiFi account using the GlobeOne app?

Activate your Home Prepaid WiFi account via the GlobeOne app through the following steps:


STEP 1: Connect your device to your Home Prepaid WiFi.

STEP 2: Open the GlobeOne app on your device and Tap "Add".

STEP 3: Tap "Broadband" and type your Home Prepaid WiFi Number.

STEP 4: Choose your modem.

STEP 5: Enter account nickname and tap "Add Account".

STEP 6: Type your mobile number and One-Time Pin (OTP).

How do I change my WiFi name and password?

Change your Home Prepaid WiFi name and password through the following steps:


STEP 1: Connect to your HPW Modem.

STEP 2: Go to http://192.168.254.254/ and log in using your username and password. You may locate these credentials at the back of your modem.

STEP 3: Go to the Advanced tab, then click WiFi > WiFi Security Settings. Click the "Edit" button on the right side.

STEP 4: Enter the desired name and password for your Home Prepaid WiFi and click "Save".

Where can I find my Home Prepaid WiFi number?

Your Home Prepaid WiFi number is located at the back or below of your modem.

How can I share my FamSURF data?

You can share your data via the GlobeOne app:


  1. Tap on "Group Data" in the GlobeOne app
  2. Tap on “Add Member.”
  3. Input your recipient's mobile number.
  4. Tap on “Add Member” to submit.

Will I be notified once my data has expired?

Yes, you can track your data usage on your GlobeOne app. You'll also be notified through your modem dashboard


To access your dashboard, simply go to the modem dashboard while connected to your Home Prepaid WiFi.

Can I have my Prepaid WiFi SIM replaced?

If your Prepaid WiFi SIM is expired, you cannot have this reactivated anymore. You can buy a new Prepaid WiFi SIM for ₱88 in stores or in the Globe Online Shop. This comes with free 10GB of shareable data upon activation.


If you want to prevent voiding your modem warranty, let our store personnel do the SIM replacement for you. Kindly visit the nearest Globe Store and provide the following: 

  • Home Prepaid WiFi modem
  • Expired Prepaid WiFi number
  • One valid ID


If you think there is another issue with your Home Prepaid WiFi SIM, please set an appointment with us and visit the nearest Globe Store, or chat with us via Facebook Messenger.

Can I return my modem and get a refund?

We only repair or replace the modem depending on the assessment and troubleshooting done.


About My Internet Connection

I'm experiencing poor to no internet connection. What should I do?

Here are some basic troubleshooting tips:


  • Check your account dashboard on the GlobeOne App and make sure you’re registered to a promo and/or have enough load for data.
  • Ensure the power adapter is plugged into a 220V outlet.
  • Check your signal indicator, it should be lit. If there are no lights, restart your device by turning off the modem and replugging it.
  • For better signal strength, position your modem near a window.

I want to bring the modem to another area, can I still use this outside my location?

Sorry, you can only use your modem in the location that was specified for fixed use.


Try FamSURF to stay connected anywhere! FamSURF is a Home Prepaid WiFi promo with high GB data valid for all sites that are shareable to TM, Globe Prepaid, Globe MyFi, Globe Postpaid, or Globe Platinum! Data can be shared anytime from modem to phone plus it comes with an additional GB for Watch, Chat, Learn, and Earn apps such as HBO GO, YouTube, Netflix, G Suite, Zoom, Messenger, Shopee, Lazada, Tiktok, Mobile Legends: Bang Bang, and League of Legends: Wild Rift.


About Promos

I need to activate the 10 GB on my own. How do I do this?

STEP 1: Download the GlobeOne app and create an account using your Globe mobile number.

STEP 2: Enroll your Home Prepaid WiFi mobile number and click “Register your SIM now.”

You may check your 11-digit Home Prepaid WiFi number at the back of your modem.

STEP 3: Fill out the registration form, take a selfie, and upload a copy of your valid government ID.

STEP 4: Click the "Submit" button to complete the registration process.

STEP 5: Enter the One-Time Password (OTP) sent to your mobile number on the registration page.

STEP 6: Wait for the confirmation message and take note of your reference number.

It may take up to 15 minutes after registering your Home Prepaid WiFi SIM for the 10 GB to be sent to your Home Prepaid WiFi number.

How do I check the status of my free 10 GB?

Download the GlobeOne app and add your Home Prepaid WiFi account credentials so you can monitor your data, use its sharing feature and check exclusive offers and redeem rewards points!

Until when can I avail my free 10 GB data?

You can avail your free 10 GB data once you activate your Prepaid Home WiFi number. This can only be redeemed once and is only valid for 7 days.

What will happen to my free 10 GB if I reload FamSURF promo and my FREE data is not yet fully consumed?

Your free data and FamSURF data will be stacked along with your existing promo. The validity expiration will follow the longer validity period.

How can I get more data for my device?

You can load FamSURF packages and other data promos for your Home Prepaid WiFi via the GlobeOne app.

What are the available promos?

FamSURF Packages


FamSURF50FamSURF199FamSURF299FamSURF499FamSURF999
Validity3D7D7D15D30D
Total GB5GB30GB50GB80GB200GB
Open Access5GB23GB43GB65GB170GB
BULK FreebieN/A7GB of WLE7GB of WLE15GB of WLE30GB of WLE
Watch, Chat, and Earn apps
HBO Go, YouTube, Netflix, GSuite (Google Maps,Google Classroom, Google Docs, Google Sheets, Google Slides, Google Keep, Google Drive), Zoom, Messenger, Shopee, Lazada, TikTok, Mobile Legends, and League of Legends: Wild Rift

HomeSURF Packages


HomeSURF50HomeSURF199
HomeSURF599
HomeSURF999
HomeSURF1499
Validity3 D
7D
15D
30D
30D
Total GB5 GB
30GB
75GB
100GB150GB
Open Access5 GB
23GB
60GB
70GB120GB
Freebie 1GB PER DAY
N/A7GB
15GB
30GB
30GB
Watch, Chat, and Earn apps
YouTube, Wattpad, Tesda, GCash, Mobile Legends, WhatsApp, Lazada, Grab,League of Legends: Wild Rift, Course Hero, Messenger, Google, Viber, and Shopee
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