FREQUENTLY ASKED QUESTIONS

GENERAL

What Channels do you carry?

As of January 2018, Cignal has a total of 138 digital channels plus 17 audio channels. The different subscription packages available have a complete mix of the most popular channels that meet your family’s needs in relation to sports, movies, entertainment, news & information, and kids channels.

Please click here for a list of our channel lineup. Note that the channel lineup is subject to change without prior notice.

Where is Cignal available?

Cignal is available nationwide and can reach even remote areas (mountains or beach fronts) in provinces. Because Cignal transmits via satellite, its service is not dependent on cable infrastructure. All that is needed is the installation of the satellite dish and a clear line of sight to Cignal’s satellite.

What are the subscription types available?

Cignal plans/packages are available in Postpaid and Prepaid subscriptions. Please click here for complete details on Postpaid plans that ranges from P250 – P1,590 a month and here for details on Prepaid packages that are available in available in 100, 175, 200, 300, 450, 500, 600, 800 and 1000 load denominations.

PROGRAMMING/COVERAGE

What Channels do you carry?

As of January, Cignal has a total of 121 digital channels plus 12 audio channels. The different subscription packages available have a complete mix of the most popular channels that meet your family’s needs in relation to sports, movies, entertainment, news & information, and kids channels.

Please click here for a list of our channel lineup. Note that the channel lineup is subject to change without prior notice.

How do I order Pay-Per-View?

For Postpaid subscribers, order online via this website. Just go to the home page and click on subscribe for the PPV of your choice. Postpaid accounts must be in good credit standing. Purchase of Pay-Per-View via our accredited banks is not allowed.

For Prepaid subscribers, load at the nearest Cignal and Smart load retailers in your area. Prepaid accounts must currently have at least any active load of 100, 175, 200, 300, 450, 500, 600, 800 or 1000 in order to load Pay-Per-View denominations.

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. 

Load Retailers and Bills Pay

Remittance Centers

Online (via App)

Bayad Center

Load Central

Smart Load Retailers

Mercury Drug (via Touchpay)

Muenchen

Telepreneur Corporation

Posible.Net

7-Eleven

ECPay

M. Lhuillier

Cebuana Lhuillier

Western Union

Palawan Pawnshop

True Money

GCash

Shopee

Lazada

MegaPay

 

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.


 

PASALOAD

WHAT ARE THE CIGNAL LOAD DENOMINATIONS AND KEYWORDS FOR SMART PASALOAD?

Please refer to the table below for the load denominations, keywords and viewing.


Load Value


Keyword


Validity


No. of channels


SD


HD

 

Lite Load 30

 

CGL30

 

2 days

 

53

 

9

 

Lite Load 50

 

CGL50

 

2 days

 

68

 

16

 

Lite Load 75

 

CGL75

 

2 days

 

83

 

23

 

Cignal Load 175

 

CGL175

 

25 days

 

38

 

4


Cignal Load 200

 

 CGL200iv / CGL200IV

 

 25 days

 

 43

 

 6

 

Cignal Load 300

 

CGL300

 

25 days

 

53

 

9

 

Cignal Load 450

 

CGL450

 

25 days

 

59

 

11

 

Cignal Load 500

 

CGL500iv / CGL500IV

 

   25 days

 

 62

 

13

 

Cignal Load 600

 

CGL600iv / CGL600IV

 

 25 days

 

 68

 

 16

 

Cignal Load 800 

 

 CGL800iv / CGL800IV

 

25 days 

 

 73

 

 19

 

 Cignal Load 1000

 

 CGL1000iv / CGL1000IV

 

25 days

 

 83

 

 23


HOW MUCH WILL I BE CHARGED FOR USING PASALOAD TO LOAD MY CIGNAL PREPAID ACCOUNT?

P1 transaction fee will be charged on top of your chosen Pasaload amount.

WHAT ARE THE BENEFITS OF USING PASALOAD TO LOAD MY CIGNAL PREPAID ACCOUNT?

It is the most convenient reloading option, as it allows SMART Prepaid subscribers to reload their Cignal Prepaid Account any time. No need to go out of the house to load your Cignal Prepaid account and get instant verification upon load transfer.

 HOW DO I PASALOAD?

Transfer load from your Smart mobile number to your Cignal TV in just 4 easy steps! Remember keywords PILI, PASA, PREPAID & PANALO for your reference.

PILI - Choose the amount of load that you wish to transfer to your Cignal account. Ensure that you have enough load in your SMART mobile number.

PASA - Using your SMART sim, text PASALOAD <SPACE> CIGNAL ACCOUNT NUMBER <SPACE> KEYWORD. Send to 808. Please ensure that your Cignal Prepaid box is on or in standby mode before you use Pasaload.

PREPAID – Once you have received the text confirmation, you may start watching your favorite shows with Cignal. Please wait 5 to 15 minutes after the successful sending of the Pasaload request for the channel viewing to take effect.

PANALO - Experience awesome Cignal viewing using SMART Pasaload!

HOW DO I KNOW IF THE LOAD TRANSFER IS SUCCESSFUL?

You will receive a confirmation text that your transaction is successful. You can also immediately check your TV if you can already view channels from your Cignal Prepaid Box. Please wait 5 to 15 minutes after the successful sending of the Pasaload request for the channel viewing to take effect.

WHAT TYPE OF CIGNAL PREPAID KIT/BOX IS THIS APPLICABLE TO?

SMART Pasaload can be used by all Cignal Prepaid subscribers regardless of their box type (Basic SD, Premium SD, and Ultimate HD.) However, you may encounter a difference in channel count/offer which is dependent on the type of box you have. (SD boxes can only view SD channels and HD box can view both SD and HD channels.)

WHAT IS THE DIFFERENCE OF LOADING MY CIGNAL PREPAID ACCOUNT USING SMART PASALOAD VERSUS LOADING THROUGH OTHER LOADING CHANNELS (RELOAD CARDS, E-PINS, etc.)?

The validity of Cignal Prepaid loads processed and transferred through SMART Pasaload are valid for 25 days. For Lite Loads, validity is only for 2 days.

All available Cignal Prepaid load denominations availed through other loading channels such as reload cards and e-Pins are valid for 30 days.

IS THIS AVAILABLE TO SMART POSTPAID, TALK N TEXT AND SUN SUBSCRIBERS?

This can be also used by TNT subscribers (NOT including roaming and international subscribers). This is currently NOT available for SMART Postpaid, Sun Postpaid or Prepaid subscribers.

IS THERE A LIMIT TO HOW MANY TIMES A SMART/TNT PREPAID SUBSCRIBER CAN USE SMART PASALOAD TO LOAD A CIGNAL PREPAID ACCOUNT?

Any SMART/TNT Prepaid subscriber can use the SMART PASALOAD to reload a Cignal Prepaid account multiple times just as long as the total value of transactions made do not exceed the P700 limit per month.

 

COMMERCIAL

Commercial Plans:

What are the establishments eligible for a Cignal Commercial Plan subscription?

Commercial establishments such as but not limited to:

  • Food and beverage stores - restaurants, fast food chains, bars, coffee shop
  • Offices – headquarter offices, branches, satellite offices, clinics (including SOHO)
  • Retail Stores- convenience stores, sari-sari stores, grocery stores, hardware stores, drug stores
  • Common areas such as spas, gym, schools, church, museum, convention centers, events places, city/barangay hall, public market, salon, sports centers, club houses, function rooms
  • Terminals, airports, parking areas
  • Including those commercial establishments (restaurants/ salon etc.) inside a hotel/ resort/hospital

I own a restaurant in Cebu and I am interested to subscribe to Cignal. How do I subscribe?

There are several ways to subscribe to Cignal :

  • Call our hotline: 8888-5555 or 0949 997 7600 for Smart subscribers and 0917 658 5555 for Globe subscribers.
  • Call any of our Territory Partners (or dealers) nearest you. Please click here to view a complete list of our Territory Partners directory.
  • Email us at commercialsales@cignaltv.com.ph 

What channels do I get to watch if I subscribe to Cignal ?

We have a great mix of the most popular Standard and High Definition channels that are suitable to your customers’ needs – sports, movies, entertainment, news & information and more! Please click here to view the complete list of Commercial Plans and its corresponding channel line-up.

What are the available subscription packages?

For commercial accounts we offer four (4) subscription plans namely: Plan HD Basic, Plan HD Primer HD Advance, and HD Max – all Plans carry SD and HD channels and are available in postpaid subscription only. Please click here to view the complete list of Commercial Plans.

How much is the installation cost?

No. of boxes for installation Installion Fee
First box -
Additional box (max. of 2 boxes) Php 240 per box
Additional material for installation if needed Prices
RG6 cable SRP Php 15/100 cm
Line amplifiers SRP Php 650 each
Splitters SRP Php 240 (two-way splitter)
SRP Php 360 (four-way splitter)
Connector SRP Php 20/piece

What are the application documents needed to subscribe?

You must submit a fully- accomplished Service Application Form together with the following documents:
Sole Proprietorship

  • Two (2) valid IDs of the proprietor
  • Service Bills or Notarized Contract of Lease
  • Business Permit or DTI
  • ITR or Audited FS or POI (Credit card statement, Utility Bills, etc.)
Partnerships/Corporations:
  • Two (2) valid IDs of the signatory
  • Service Bills or Notarized contract of Lease
  • Business Permit
  • SEC Registration or Latest GIS (General Information Sheet)
  • Board Resolution OR Secretary’s Certificate authorizing an officer to transact for such purpose.

How long is the lock-in period?

Standard lock-in period is 24 months (or 2 years).

How long does it take to install?

The lead time for installation is 24-48 hours for stand-alone establishments.

How can I apply for a subscription?

Please call the CignalCare Hotline. For contact details please click here.

HRH

What types of institutions are eligible?

  • Hotels
  • Resorts
  • Hospitals
  • Property developments (Ex. Condominiums)

How can I apply for a subscription?

Please email your contact details to: insti-inquiries@cignaltv.com.ph or agsamson@cignaltv.com.ph and a Cignal representative will get in touch with you to discuss the best package that suits your business.

I own a restaurant in Cebu and I am interested to subscribe to Cignal. How do I subscribe?

There are several ways to subscribe to Cignal:

  • Call our hotline: 2446251 if you're from the Greater Manila Area, or 1-800-10-2446251 (toll-free from a landline) if you are from outside Metro Manila.
  • Call any of our Territory Partners (or dealers) nearest you. Please click here to view a complete list of our Territory Partners directory.
  • Email us at sales@cignal.tv

TECHNICAL

How do I order replacement accessories?

Remote control unit, adaptor and smart cards may be ordered via CignalCare. For Postpaid subscribers, applicable fees will be reflected on their next bill. For Prepaid subscribers, they may be required to pay for the accessory through any Bayad Center branches nationwide prior to delivery.

What will I do if I will move houses?

Please contact CignalCare to schedule the dismantling and reinstallation of the concerned Cignal kit components. Applicable charges will be shouldered by the subscriber. Please click here for CignalCare contact details.

Does the signal get interrupted during bad weather?

Cignal is a satellite-based subscription that requires a clear line of sight connection to the satellite. Rains do not affect the line of sight. Severe weather conditions, however, may block the signal resulting to temporary loss of connection. Interruption should not last more than 10 ­-15 minutes.

What will I do if I experience service interruptions?

You may click here for troubleshooting instructions or call our hotline (02) 244 6251, 1-800-10-2446251 (Outside Metro Manila)

Display Types:

What is the difference between digital vs. analog broadcast?

Digital broadcast gives you crisper and clearer images, allowing you to maximize the features of your TV set, particularly if you’re using an LCD or LED.

What is Standard Definition (SD)?

SD is the broadcast standard used in the Philippines and commonly used by TVs with a “traditional” TV set or CRT (cathode ray tube).

What is High Definition (HD)?

HD is the highest display format for images and video, having more pixels than SD at 1080i (interlaced) display resolution. The aspect ratio for HD is 16:9.

Is Cignal for LCD and LED TVs only?

Cignal Digital TV broadcast is for all types and sizes of televisions. Your TV viewing experience is further enhanced on an LCD or LED set as these are already digital thus, more compatible with Cignal’s crisp and clear digital broadcast.