FREQUENTLY ASKED QUESTIONS
How do I avail of monthly load subscription?
It is most convenient to avail of your monthly load subscription
through Customer Portal Online. Please follow the steps below.
1. Click the “Online Subscription” at the top of PLI Website Homepage or Visit Customer Portal via customerportal.peoplelink.com.ph
2. Login using your Home-harbor account.
3. Click “MyStore” at the bottom of the Homepage.
4. Click the “E-load Category” and choose the load denomination to subscribe.
5. If you wish to add any Allottees, enter your Allottee’s mobile number and choose the load denomination to subscribe.
6. Click “Next” & “Read Terms & Conditions”.
7. Affix your digital signature and click the “I Agree” Button.
8. Verify your information & subscription details. Click the “Submit” and “OK” button to subscribe.
9. Answer the quick survey and provide feedback so we can provide you with a better experience. Afterwards, click “Submit”.
10. Click “Transaction” at the bottom of the Homepage to check and regularly monitor the status of your subscription.
How do I avail of a mobile phone w/ bundled monthly load?
A tailor-made monthly subscription plan with a mobile phone allows allocation of monthly load to the nominated mobile number.
➣ Steps to avail mobile phone w/ monthly load subscription
1. Click the “Online Subscription” at the top of PLI Website Homepage or Visit Customer Portal via customerportal.peoplelink.com.ph
2. Login using your
Home-harbor account.
3. Click “MyStore” at the
bottom of the Homepage.
4. Click the “Smartphone
Category” to view all mobile phone package deals & choose the type of
package to purchase.
5. Click the “Next” and
“Browse” button to upload your latest contract and Certificate of Salary
& Allowances.
6. Click ‘Next” to verify
your customer information details. Then, click “Terms & Conditions”.
7. Affix your digital
signature and click the “I Agree” Button.
8. Verify package
inclusions, subscription and monthly amortization details. Click the
“Submit” and “OK” button to subscribe.
9. Answer the quick survey
and provide feedback so we can provide you with a better experience.
Afterwards, click “Submit”.
10. Check and monitor the
status of your mobile phone subscription online by clicking the
“Transaction” button below of the Homepage.
11. Once your mobile phone
subscription has been validated, you can now pay the “Processing Fee”
via bank transfer.
12. Click “Payment Process”.
Then, upload the proof of payment and click “Submit”.
13. You will be notified
once your mobile phone subscription has been approved and is available
for pick-up.
How do I view mobile phones package deals & discount offers using
Customer Portal Online?
➣ Steps to Access Mobile phone
Deals & Discount Offers via Customer Portal.
1. Click the “Online Subscription” at the top of PLI Website Homepage or Visit Customer Portal via customerportal.peoplelink.com.ph
2. Login using your Home-harbor account.
3. The Latest offerings can be found at the center of the Homepage under “What`s New?”. Scroll down and click “See more” to view all of the mobile phone offerings.
How do I replace or change my mobile number due to lost/damaged Sim Card using Customer Portal Online?
➣ Steps to Change lost/Damaged Sim through Customer Portal
1. Visit Customer Portal via customerportal.peoplelink.com.ph
2. Login using your Home-harbor account.
3. Click “Request” at the bottom of the Homepage.
4. Click the “Change Request Form” & choose the Sim Replacement.
5. Select the Reason for replacement (e.g. Lost, Block or Damaged, etc.) and input the new mobile number.
6. Click” Next” for “Terms & Conditions”.
7. Affix your digital signature and click “I Agree”.
8. Verify change request details. Click “Submit” and “Ok” to submit your request.
9. Answer the quick survey and provide feedback so we can improve your experience. Click “Submit”.
10. Check and monitor the status of your Sim Replacement request online by clicking the “Transaction” button below of the Homepage.
11. Once the Change of mobile number has been approved, your monthly load will be transferred to the new registered mobile number on the next pay period.
How do I request load reimbursement using Customer Portal online?
Customers seeking a reimbursement for unprocessed or failed load transactions are only able to do so within 1 year from the date that the load was unsuccessfully loaded based on the system-generated report. No load reimbursement requests are allowed beyond the 1 year period.
To request for a reimbursement, follow this step-by step procedure:
➣ Steps to Request Load Reimbursement through Customer Portal
1. Visit Customer Portal via customerportal.peoplelink.com.ph
2. Login using your Home-harbor account.
3. Click “Request” at the bottom of the Homepage.
4. Click “Load Reimbursement”.
5. Select the Reason for Reimbursement (e.g. Sim not Activated, Blocked, Lost/Stolen, etc.) and indicate the months of no load received.
6. Provide new mobile number if you wish not to send to your registered mobile number.
7. Click “Next” for the “Terms & Conditions”.
8. Affix your digital signature and click “I Agree”.
9. Verify Load Reimbursement details. Click “Submit and Ok” to successfully send your request.
10. Answer the quick survey and provide feedback so we can improve your experience. Click “Submit”.
11. Check and monitor the status of your Load Reimbursement by clicking the “Transaction” button at the bottom of the Homepage.
12. Once Load Reimbursement has been approved, the total monthly load not received will be sent to the mobile number provided.
What is the Warranty Period for the mobile phone?
✔ One (1) year for parts, labor
& battery.
What are the warranty limitations of mobile phone?
✔ The warranty does not cover
any damage due to accident, transport, misuse, tampering, mishandling,
negligence, natural disaster, defects/malfunctions caused by viruses and
software incompatibility, use of the product in voltages other than
designated or where the unit has been installed, maintained or operated not
in accordance with the instruction manual.
✔ The warranty becomes null and
void if the warranty sticker is tampered or missing, or if unauthorized
service center or third parties service the unit.
What will I do if my purchased mobile phone is defective?
Customers may send an email to customercare@peoplelink.com.ph for the issuance of Warranty Certificate. Processing of Warranty Certificate entails 3-4 working days since it is coming from PLI`s business partner. Once provided, the customer may bring the defective mobile phone directly to the service center and present the issued Warranty Certificate.
a. If mobile phone is defective within 7
days from the date of purchased
✔ Cost of repair and
replacement of spare parts is free of charge
✔ If diagnosed due to
factory defect or technical hitches, the seven (7) days replacement
policy will apply.
✔ In case of unit for
replacement, all accessories, free items and box should return in
complete package and good condition.
b. If within the warranty period
✔ Cost of repair and
replacement of spare parts is free of charge
c. If beyond the warranty period
✔ Cost of repair and
replacement of spare part is at the expense of the customer.