SUPPORT

Frequently Asked Questions


Postpaid account number change

I got an SMS regarding the change in my account number. What’s that all about?
Beginning June 2014, all Postpaid Account numbers will change into a new 10-digit combination. This should be used when making payment in our partner merchants, except in Metrobank.

Where will the new account number apply?
Payments made at LBC, Cebuana Lhuillier, ECPay, SM and BPI should already use the new account number.

What will happen if I use the old account number at LBC, Cebuana Lhuillier, 7-Eleven ECPay, SM and BPI?
Your payment will not go through and the teller will request for the new account number.

What will happen if I use the new account number at Metrobank?
Because this channel is still transitioning to our new billing system, they can only process your payment using the old account number.

How do I get hold of my new account number? 
Text ACC<space><Old Account Number> to 5353

What channels do you carry?

As of July, 2014 - we have 96 digital channels now including 70 SD Channels and 26 HD channels. The subscription packages available have a complete mix of the most popular channels that meet your family’s needs – 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.

What are Colours and Hyper?

Colours is a living magazine channel designed to appeal to the varying tastes of women that will feature highly acclaimed international programs on fashion, food, wellness, home and reality, as well as local programs. Colours is available on all Plans and Packs.

Hyper is a 24/7 channel that will bring sports to the extreme with both local and international sporting events as the PBA, BundesLiga, La Liga, the ATP World Tour, PXC and the London Olympics 2012 to name a few. Hyper is available on all Plans and Packs.

Colours HD

1. What is Colours HD? 

Colours HD is the High Definition broadcast of Colours on Ch 101. It features a more vibrant HD format of the programs and program schedules currently being aired on Colours SD in Ch. 27.


2. Which subscriptions plans will Colours HD be available on?

Colours HD will be available on all HD plans – Postpaid 490, 630, 830, 990, 1290, 1590, and Prepaid 590.

Where is Cignal available?

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

What are the subscription requirements?

  1. Completed Service Application Form (SAF)
  2. Valid ID
  3. Proof of Billing
    • Utility bills such as:
      • Credit card bills
      • Mobile postpaid bill
      • Internet service provider bill
      • Electricity bills
      • Cable bills

*Bills and statements submitted must be in good credit standing.

What are the subscription types available?

Our Plans range from P390 – P1,590 a month. Please click here for complete details on our Postpaid Plan channel lineup, and here for details on our Prepaid packages.

1. What is box maintenance fee? 

The Monthly Box Maintenance fee is the monthly fee for the lifetime guarantee on your set top box. With this, you get to enjoy a worry free, non-stop viewing experience with Cignal!

2. What does the box maintenance fee cover?

The box maintenance fee covers for the set top box. Other accessories (e.g. ODU) are not covered and have a standard warranty of 6 months only.

3. What are the benefits of box maintenance fee?

  1. Box maintenance fee gives you a lifetime guarantee on your set top boxes. If your set top boxes becomes damaged while subscribed, cost of the replacement boxes will be shouldered by Cignal.

2.  Box maintenance fee covers all set top boxes under your residential account. At only P150/P100/month, you get to enjoy warranty coverage on all your set top boxes!


Payment Schemes & Options

1.    I want to reconnect but I have an outstanding balance. How much will I spend?

You need to settle the outstanding balance plus the reconnection fee of P100.00 so that we can process your account’s re-connection.

2.    How much are the monthly fees?

Monthly fees vary depending on the subscription:

    • Postpaid – HD 490, 630, 830, 990, 1290, and 1590
    • Prepaid – SD 300, 400, 430, and HD 590

For more details on our Postpaid Plans, please click here

For Prepaid Packs, please click here

3.    Where can I pay for my subscription?

Payments can be made through select Cignal partners with ECPay Payment facilities, as well as at any BPI Express Phone, BPI Express Online, BPI Express Mobile and ATM machines, Metrobank, LBC, SM, and 7-11 for Postpaid accounts. Payment will be posted on your account after 3 business days.

 4.    Which Plans use load?

Only prepaid accounts can load.

5.    What is the validity of the load?

The validity of the load is 30 days from the time of top-up.

6.    How much can be loaded?

The load is the same amount as the Pack subscribed. For example, Pack 300 will require a P300-load, P400 for Pack 400, P430 for Pack 430, and P590 for Pack 590.

7.    What’s the maximum load per plan? (I’m on plan 590, can I load a lower or higher amount?)

For SD subscriptions, only 300, 400 and 430 denominations can be loaded. For HD subscriptions, only 590 can be loaded.

8.    Where can Prepaid subscribers buy their load?

You can load from any Cignal Partner, Dealer or Retailer, or from Smart Load retailers.  Please make sure that you have your account number with you when you load. You may also buy Cignal Reload Cards in denominations of 300, 400, 430 and 590 at Cignal Partners, Dealers, and Retailers, as well as SM Malls' Information Counters.

9.    Can both Postpaid and Prepaid subscribers pay at any Metrobank and LBC branch?

Only Postpaid may pay via our accredited payment channels. Prepaid accounts may load at Cignal partners or SMart Load retailers.

*Note that this also applies to payments made through our Territory Partners, BPI Expressonline, Express Phone and ATM machines.

10. Reloading problems (topped-up)

For Cignal Subscribers, Please contact our customer service through the following touch points:

• Landline: 02 2446251 (Metro Manila); 1-800-10-2446251 (Outside Metro Manila)

• email: care@cignal.tv

• sms: 391-800-8000

Please provide your account numbers as well as date and time of transaction. If also available, please provide transaction reference no. and retailer mobile number.

11. How do I know when my Prepaid load is expiring?

To inquire about your Prepaid load expiry, text CIGNAL EXP <Account No.> to 5353.

(P1.00 per text applies. Available for Smart and Sun subscribers.)

12.  How do I avail of Pay-Per-View?

To avail of Pay-Per-View, Postpaid subscribers can apply on the website under the subscribe tab or may call CIGNAL1 or (02) 2446251 for Metro Manila. Those outside Metro Manila may call our domestic toll-free hotline at 1-800-10-2446251, or contact their nearest Cignal Partner. Please click here for our Territory Partner directory. Prepaid accounts can load at Cignal Partners of Smart Load retailers. Account should be in good credit standing.

E-Bill

1.  What is E-Bill?

E-Bill is our electronic billing system whereby subscribers receive their statements of account via email. 

2. How do I enroll in E-Bill?

 You may enroll your account by simply registering your Cignal account here.  

3. When do I start receiving my E-bill?

If you enroll a day before your bill is generated, you will start receiving your e-bill on the same month. Otherwise, please expect your e-bill the following month.

4. Would I still receive my printed statements if I am enrolled?

 In line with our advocacy on the environment, hard copy of your bill will no longer be sent.

5. How do I print my E-Bill?

 Simply click the printer icon found on the menu bar.

6. How do I view the statement in my email?

When you receive the email from cignal_e-statement@cignal.tv, simply open the attached file. The file does not require any password.

7. Do I need a particular software to read my E-Bill?

 You need to have a PDF Reader application installed in your computer (Eg. Adobe Acrobat Reader). You can download the application for free at www.adobe.com.

8. How do I store my E-Bill?

You may archive your E-Bill by simply saving your statements in your computer. This will allow you to keep records of your statement and access them when needed.

9. How do I ensure that I will receive my E-Bill in my email?

It is advisable to add cignal_e-statement@cignal.tv  in your contacts to make sure that the email is not blocked by your email provider. Check the capacity of your mailbox, that there is enough space. If you are using your company email address, verify if there is a firewall that could block the email from Cignal.

10. How do I change my email address?

To change your email address, log on to https://movies.cignal.tv/account/Login.aspx  and click on Tools>>Profile>>Contact Information. Or send an email to care@cignal.tv.





How do I find out my account number?

Text CIGNAL SC <12-digit smart card no.> to 5353
(Php1.00 per text for Smart and Php2.00 per text for Sun subscribers)

To know your Smart Card Serial Number

1. Gently pull-out the smart card from the Cignal Box 

(Refer to images below depending on your set-top box type)


*Gently pull-out the smart card.


* Flip open to access the smart card.


* Flip open to access the smart card.


*Gently pull-out the smart card

2.  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




3. Using your Smart or Sun mobile phone, text: CIGNAL<space>SC<space><12-digit smart card no.>




4. Send message to 5353



5. A text message will be received with the customer's account number. 

Commercial Plans

SUBSCRIPTIONS

1.  What are the establishments applicable 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
2.  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
3.     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

4.     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.
5.     How much is the installation cost?

No. of boxes for installation

Installation fee

First Box

Minimum of Php 1,000

Additional box (max. of 2 boxes)

       • if installed with the first box

       • if installed separately from the first box

 

Php 500 per box

Minimum of Php 1,000 per box

Additional materials for installation if needed

Prices*

RG6 cable

SRP Php 12.50/100cm

Line amplifiers

SRP Php 700 each

Splitters

SRP Php 575 each

*Prices may change without prior notice.


6. 
What are the application documents needed to subscribe?

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

Sole Proprietorship

  1. Two (2) valid IDs of the proprietor
  2. POB or Notarized Contract of Lease
  3. Business Permit or DTI
  4. ITR or Audited FS or POI (Credit card statement, Utility Bills, etc.)

Partnerships/Corporations:

  1. Two (2) valid IDs of the signatory
  2. POB or Notarized contract of Lease
  3. Business Permit
  4. SEC Registration or Latest GIS (General Information Sheet)     
  5. Board Resolution OR Secretary’s Certificate authorizing an officer to transact for such purpose. 
7.     How long is the lock-in period?

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


8.    
How long does it take to install?

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


Display Types

1.    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. 

2.    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).

3.    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.

4.    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.

Cignal
 

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