PREPAID

For Prepaid subscriptions (Residential):

What are the subscription requirements?

• Applicant must at least be 18 years old
• Applicant must provide all the required valid requirements:
• Completed Service Application Form (SAF)
  • Applicant should be able to provide the main contact numbers (mobile or landline): Residence no. and Business/Employer’s no. (if applicable)
• Proof of Identification (POID)
  • Must be standard and locally issued with photo and signature

Where do I buy load and how do I reload?

You can proceed to the nearest Cignal Partner/Load Retailer or SMART Load Retailer in your area. Alternatively, you can also buy Prepaid load from these partner merchants and follow these instructions on loading. 

Can I load any denomination?

• For Basic SD (Standard Definition MPEG-2) digital boxes, subscribers can load 100, 175, 200, 300, and 450.
• For Premium SD (Standard Definition MPEG-4) boxes, subscribers can load 100, 175, 200, 300, 450, 500, 600, 800 and 1000.
• For Ultimate HD (High Definition) digital boxes, subscribers can load 100, 175, 200, 300, 450, 500, 600, 800 and 1000.
• If the pack denomination you wish to load is different from your current one, please wait for it to expire before loading.

What will happen if I fail to reload when my load expires?

Your Cignal Account will be inactive and you will not be able to watch any channels except the One PH (CH. 1). To reactivate, simply load the account with the load denomination of your choice. Failure to load for several months may require reactivation by CignalCare.

What is the validity of my load?

Regular load denominations have a validity of 30 days from the time of actual loading while Lite Loads are valid for 2 days. For regular loads availed through Pasaload, it will be valid for 25 days.

How can I check the expiration of my load?

To inquire about your load expiration**, simply text Cignal <space>EXP<space>Prepaid Account number and send to 5353. Standard SMS rates apply. (** for SMART & Sun subscribers only).

What should I do if my reload was not successful?

For failed loading transactions, please contact CignalCare. For more contact details please click here. You can also coordinate directly with your Cignal Distributor/Dealer near your area.

Please be ready to provide the following needed information:

• Cignal Prepaid Account number
• Date and time of transaction
• Transaction reference no. (if available)
• Retailer mobile number (if applicable)

Can I apply for a secondary digital box?

Multiple digital box set-up is possible for Postpaid subscriptions only. You may either convert to Postpaid, or subscribe to a new Prepaid account.

Can I convert my Cignal Prepaid Kit to Postpaid?

Prepaid accounts can be converted to Postpaid. Conversion of some Cignal Prepaid Kits may however require change of the digital box, subject to applicable fees. Contact Cignal Care for details.

Account Info/Modification:

How do I find out my account number?

Gently pull out your SMART CARD from the set-top box and check the backside of the card. For SMART/SUN subscribers, text CIGNAL SC <12-digit smart card number> to 5353. Standard SMS rates apply

* For SMART and Sun subscribers only.

How do I find out my smart card serial number?

• Gently pull-out the smart card from the Cignal Box
  
• Flip card to locate the smart card number on the backside of card . The 12-digit smart card number appears in this format: 0000 00XX XXXX
  
• For Smart/TNT or Sun subscribers, text: CIGNAL<space>SC<space><12-digit smart card no.> and. Standard SMS rates apply.
  
• Send message to 5353
  
• A text message will be received with the customer's account number.
  

How do I upgrade/downgrade my load?

Prepaid accounts may upgrade or downgrade their viewing after their current load expires. For example, you have a current load of 300 and wish to load 600, please wait for the 300 load to expire first.

If you would like to retain your viewing by loading the same amount as your current load, you may load before your current load expires.

However, if you wish to change (upgrade/downgrade) your load before its expiration date, please contact Cignal Care to request for disconnection. Unfortunately, you will have to forfeit the remaining days of your load validity.