Advisory for all SUN Postpaid and SUN Broadband Postpaid Account Holders

Starting November 1, 2016, all subscribers of Digitel Mobile Philippines, Inc. (DMPI) for its Sun mobile services will be transferred to Smart Communications, Inc.

In view of this, kindly address all your Sun Postpaid or Sun Broadband payments to SMART COMMUNICATIONS, INC. Your Official Receipts will be issued by SMART and will be sent together with your next billing statement. For reimbursements, a BIR-registered Acknowledgement Receipt (AR) will be issued as proof of payment.

For Value-added Tax (VAT) claims, you may use the Official Receipt that will be sent to you together with your next billing statement. Please be assured that these changes in your billing will not affect the services and offerings that you are currently enjoying as a Sun Postpaid subscriber. Kindly note as well that all other non-payment and after-sales transactions will still be processed at The Sun Shop until further notice.

Go Green and Get Rewarded

• What is Go Green and Get Rewarded? +

  Go Green and Get Rewarded is a promo by Sun, in partnership with the MVP Rewards program. It aims to reward the customers who will subscribe to the eStatement service with P80 MVP Rewards credits.

• Who are qualified to join? +

  The Go Green and Get Rewarded promo is open to existing Sun Postpaid and Sun Broadband Postpaid (except corporate and employee accounts) customers whose accounts are more than one month old.

• How do I subscribe to the eStatement service? +

  To subscribe to the eStatement service, just go to www.my.suncellular.com.ph

• Can I still join if I unsubscribe from my existing subscription to the eStatement service? +

  No, you are no longer qualified to earn the credits. The promo is valid only for first-time enrollees.

• How many times will I receive the P80 MVP Rewards credits? +

  The MVP Rewards credits will only be given once. Please expect the credits to reflect on your MVP Rewards account on or before the 10th of the month following your subscription to the eStatement service.

• I have multiple accounts under PLDT, Smart, and Sun. Will I only get the credits once? +

  No, if you have not enrolled any of these accounts to paperless billing/eStatement service yet, every account that you will enroll will have corresponding P80 MVP Rewards credits.

• Until when can I join the Go Green and Get Rewarded promo? +

  Promo runs from January 23-April 30, 2019.

• I do not have an MVP Rewards account yet. How do I sign up? +

  To sign up to MVP Rewards, go to www.mvprewards.ph. You will be asked to provide your name, complete postal address, birthday, and contact details.

Promo Mechanics

• This promo is open to existing Sun Postpaid and Sun Broadband Postpaid (except corporate and employee accounts) customers who will enroll to the eStatement service until April 30, 2019.
• Customers who will enroll their bill to the eStatement service will be credited with P80 to their MVP Rewards account.
• The P80 MVP Rewards credits will reflect on the customer’s MVP Rewards account on or before the 10th of the following month.
• The credits will only be given once.
• Customers who have already availed of the P80 MVP Rewards credits from previous promo/s are no longer eligible to join.
• Customers who are already subscribed to the eStatement service are not allowed to unsubscribe, then subscribe again, in order to avail of the credits.
• The customers who will subscribe to the eStatement service will no longer receive printed bills to their billing address.
• Promo runs from January 23 to April 30, 2019.

Device Settings for Mobile Internet

• Why don’t I have any network signal? +

  You may be affected by the changes due to our nationwide network integration program which aims to widen and strengthen our subscribers’ signal coverage.
  
  You will need to update to the new network settings to ensure the compatibility of your connection to our network changes.

• Why do I have to change my network settings to Smart? +

  Sun’s signal is made stronger by the Smart network!
  
  Smart ensures reliable signal through its network.

• Do I have to pay anything to change network settings? +

  Changing your settings is free of charge. There also won’t be changes in your load.

• Do I have to do this over again? +

  In the event that you lose your signal again, just repeat the process of changing your network settings and remember to always choose Smart!
  
  If “SMART” is not found among the options, select “Sun” (Uppercase “S”, lowercase “u” and “n”).

• I updated my settings, but I still don’t have any network signal. What should I do? +

  It is advisable that you now change your SIM card to ensure that it is updated.

Billing Cycle Inquiries

• Who are affected by the billing cycle adjustment? +

  All Sun Postpaid, Sun Broadband Postpaid and Sun Fixed Load Plan subscribers are affected by the billing cycle adjustment.

• Why is my billing cycle being adjusted? +

  The billing cycle adjustment will ensure the timely delivery of your bill by grouping subscribers into geographical areas under one billing cycle.

• I am enrolled to the electronic Statement of Account, why does my billing cycle need to be adjusted? +

  The adjustment of your billing cycle will contribute to a satisfying billing experience, which is in line with our commitment to serve you better.

• What is the basis for the billing cycle adjustment? +

  Billing cycle adjustment is based on the geographic locations of the subscriber.

• When will the adjustment of billing cycles be implemented? +

  Billing cycle adjustment will start on January 1, 2017. It is expected to be completed by February 2017.

• How will I know if I already have a new billing period and due date? +

  You will receive a text message, an email notification and a bill insert from us informing you of the change in your billing period and payment due date.

• What are the effects of the billing cycle adjustment? +

  There will be a change in your payment due date, your next bill will reflect a prorated monthly service fee, there will be prorated discounts on your plan inclusions.

• I want to revert to my old billing period and payment due date. Is this possible? +

  No, you cannot revert to your old billing period and payment due date, as the new billing cycle is based on the ZIP code that you have provided us.

• Will the billing cycle adjustment result in higher charges on my next bill? +

  Once the billing cycle adjustment has taken effect, your February to March 2017 billing statement may reflect slightly higher charges. This will normalize thereafter.

• What if my account exceeds its credit limit during the billing cycle adjustment due to the longer billing period? +

  We will offer you a temporary increase in credit limit during the billing cycle adjustment. You will be notified of the temporary increase via text message, email and bill dunning.

• What will happen to my VAS subscriptions? Will they still be replenished even if I now have a new cut off date? +

  Yes, your VAS subscriptions will still be replenished.

• What if my account has been redirected? Will there be an adjustment in my payment due date? +

  There will be no adjustment in your payment due date. If your account has an overdue balance, theoriginal payment due date shall be followed.

• If my account has been redirected prior to the billing cycle adjustment, will it be lifted upon effectivity of my new billing cycle? +

  No. Redirected accounts can only be lifted upon posting of full payment.

• I have a permanently disconnected account. If I pay my balance, will my account be reconnected, with a new billing cycle? +

  No, billing cycles of permanently disconnected accounts will not be adjusted. You must settle your balance, however, your account will no longer be reconnected. You must apply for a new connection instead.

Sun Postpaid Offers

• What Sun Postpaid plans and add-ons are best for me? +

  Sun Postpaid has a wide variety of plans and add-ons to choose from. Click here to view the list of plans. Click here to view the list of add-ons.

Plan Application

• What are the required documents in applying for a Sun Postpaid plan? +

  To apply for a Sun Postpaid plan, you need the completed application form (including a landline number in the form), a valid ID, a proof of income and a proof of billing. To know what IDs and proof of income and billing are accepted, click here.

  For SIM Only plans, you may fill-out the Sun Postpaid Application form and submit a valid ID with address. You may apply for a SIM Only subscription online at https://suncellular.com.ph/postpaid/online-application/Catalog/SimOnly. After 6 months of consistent, on-time payment with a minimum bill of P250, you may avail a plan with a free Gadget under a new plan contract.

Statement of Account

• What is the letter I recently received with my bill? +

  The letter you received is about the enhancements applied to your bill to provide you more relevant information about your account. These enhancements will only affect the format of your bill and no new charges will be applied.

• When will I start seeing this new bill format? +

  Your bill for the month of will already follow the new format. We'll also include a bill insert with it containing more information about the changes in the bill presentation.

• What will be the enhancements in my bill? +

  Please take note of the inclusion of the Advance Monthly Service Fee, as well as the change in the Payment Due Date.

  Advance Monthly Service Fee: Remember the one month deposit that you paid when you first subscribed to you plan? After the enhancement, that payment will be reclassified as your Advance Monthly Service Fee. Under "Discounts & Credit Adjustments" in your bill, you can see that one of the MSFs has been offset. So even if there's 2 MSFs in your bill, you only need to pay for one of them. Please note that the double MSF will only happen once. After that, you'll see one MSF only with every bill.

  Payment Due Date: Your payment due date is now five days earlier. This is to help ensure that in case you are running late in paying your bill, your paid charges will not be carried over to the next month’s bill.

  To further help you see where in the bill these changes will appear, please see sample bill below:
  
  

• What do I need to know regarding my monthly statement of account? +

  Here's a guide to reading your billing statement:
  
  

• How do I subscribe to Sun’s eStatement service? +

  To subscribe to the Sun eStatement service, you will need to create a My Sun account at my.suncellular.com.ph. Once you have an account, log in and click eStatement under Account Services. Upon successful registration, you will receive your bills monthly via email. You may also view, save and print the last 3 months of your eStatements anytime.

• Where can I pay my bill online? +

  You may settle your Sun Postpaid balance by logging in to your My Sun postpaid account and selecting Bills Payment.

Sun Accounts Migration to Smart

• How do I pay for my balances while my Sun account is being transferred to Smart? +

  For Sun Cellular Postpaid and Sun Broadband subscribers, payments including checks, should now be made directly to Smart. Your Official Receipts will be issued by Smart and will be sent together with your next Statement of Account (SOA). If you need to process reimbursements, A BIR-registered Acknowledgement Receipt (AR) will be issued as proof of your payment. For Value Added Tax (VAT) claims, please use the Official Receipt which will be sent to you together with the next SOA.

• What else do I need to update with the transfer of my Sun account to Smart? +

  1. If you are currently enrolled in an electronic payment facility such as ATM, online banking and/ or mobile banking, you need to change your merchant/biller from Sun to Smart.
  
  
  2. If you are using Smart Money to pay for your bill you can either:
     
     
     • Use EXISTING biller code: 03007 (Sun Cellular Postpaid GSM & Broadband)
     • or start using biller code: 03006 (Smart)
  3. If you are enrolled under Automatic Debit Agreement (ADA), we will automatically update your Account Number and Merchant/Biller from Sun to Smart.
  
  
  4. Certificate of Taxes Withheld (CTW, BIR 2307 and 2306) should now be issued to Smart Communications, Inc.
     
     Please take note of the following details:
     
     
     • Payee’s Name: Smart Communications Inc.
     • Registered Address: 26/F Smart Tower, 6799 Ayala Avenue, Makati City
     • Zip Code: 1200
     • TIN: 001-901-673-000
     Note: Sun Shops will accept CTWs issued to Smart Communications, Inc. only starting November 1, 2016.

• What if I still pay using my old Sun account number? +

  Smart will still resolve the transaction but may cause delays in posting the payment. To ensure timely posting of your payments, please use your new account number and make payments payable to Smart Communications, Inc. It’s also very important to remember the following:
  

  • Use your new account number when paying for your Sun Postpaid or Broadband bill especially in accredited Payment Channels. Ensure that check payments are made payable to Smart Communications, Inc.
  • Use your new account number when paying via Smart Money or Mobile banking. Make sure to use the Sun Cellular Postpaid & Broadband biller code 03007 OR SMART 03006.
  • If you have personal enrollment to electronic payment facility such as ATM, internet banking, phone banking please make sure to update the account number and the Merchant/Biller.
  • Use your new account number in accessing you E-SOA in My Sun portal.

• After my account transfer to Smart, can I still continue using Sun Products and Services? +

  Yes, you can still enjoy using Sun products and offers. Aside from making Sun Postpaid/ Broadband account payments, other Sun services related transactions will continue to be processed in Sun stores until further notice.

• Where can I buy Sun Broadband products?
• How can I track if my electronic or check payments made thru Smart are being posted on my Sun account? +

  Your official receipt with transaction details is considered proof of your payment. This will be sent to you along with your next Statement of Account (SOA).

• What is an Acknowledgement Receipt (AR)? +

  An AR is a provisional receipt approved by the BIR, issued to subscribers upon settlement of their Sun postpaid bills.

• Can I use an Acknowledgement Receipt (AR) instead of the Official Receipt (OR) to be issued at the time of payment? +

  Yes, the BIR allows using a duly-registered AR at the time of your payment. For other information / computation that you may need (eg. VAT amount paid) can be seen in your OR.
  
  The BIR-registered AR may also be used as proof of payment for purposes of liquidating cash advances or for expense reimbursements. However, please note that the AR is not accepted as support for claiming input VAT. Please use your OR for this, which will be sent together with your next Statement of Account (SOA).

• What is the reason behind the transfer of DMPI accounts to Smart Communications Inc.? +

  DMPI accounts are being transferred to Smart in order to efficiently handle your needs following access of Sun customers to Smart’s ‘nationwidest’ network.

• Aside from making checks payable to Smart and expect the receipt to be issued by Smart, are there other things that I need to know or do? +

  Thank you for asking, there are 3 other items:
  

  • If you are currently enrolled to an electronic payment facility such as ATM, internet banking, phone/mobile banking you need to update the merchant biller of the change from Sun to Smart.
  • If you are using Smart Money to pay for your bill you can either:
    • Nov. 1 to Dec. 31, 2016:
      • SUN customers should still use the Biller Code 03007 (Sun Cellular Postpaid GSM & Broadband)
      • PayMaya would still send a separate Settlement Report for SUN
    • January 1, 2017:
      • Biller Code 03007 will be deactivated
      • PayMaya will send 1 (SMART) Settlement Report
  • If you are enrolled under ADA, we will automatically update your Account Number and Merchant/Biller (from Sun to Smart ) for your convenience (for ADA enrollees).

Mobile Internet

• Does viewing the My Sun web portal use up my data allowance? +

  No, viewing your My Sun account using your Sun Postpaid phone or device doesn’t consume data allowance. The page is zero-rated.

• What are iMB/Surf MB add-ons? +

  iMB/Surf MB add-ons are data add-ons in volume based charging. Loads are consumed by Megabytes instead of the usual P5/15 minute charging.

• Who are eligible to avail of these data add-ons? +

  All individual Sun Prepaid and Postpaid subscribers and select corporate accounts are allowed to avail of these data add-ons.

• How can I monitor my usage? +

  We will notify you via SMS: 1) less than 5 MB left in the account, 2) upon consumption of the MB allowance, and 3) upon expiry of the MB package.

• What happens upon consumption and/or expiry of my iMB add-on? Will I be charged on a per MB basis? +

  No, default charging rate of P5/15 minutes will be implemented upon consumption and/or expiry of the data package.

• How do I activate my GPRS, handset settings and data on/off? +

  Step 1: Text NET to 2300
  Step 2: You will be notified upon successful activation of the internet service
  Step 3: You will receive information on device settings. Proceed with the configuration and use 1234 when asked for a password.
  Step 4: Enable Mobile Data and Data Roaming
  Step 5: Click “OK” for no additional charges. (Disable when outside the country)

  As an alternative to activation procedure, you may also configure your device manually. Choose an access point name in your settings, type "minternet" then save.

• How will I know if I’m already connected to the Internet? +

  If you see the following symbols on your laptop, phone or tablet, it means you’re connected to the Internet.

  Common Wi-Fi symbols
  

  Common Mobile Internet symbols
  

• How much MB do I consume? +

  It is important to note that data usage varies per device. The amount of data consumed usually depends on the kind of device you are using and the quality of the content. The MB consumption above are based on averages and estimates only.

  20 KB 1 Chat Message
  30 KB 1 Facebook Post (text only)
  250 KB 1 Instagram Post
  300 KB 1 Email (with attachment)
  1.3 MB 1 Web Page Browsing w/ Photos
  2.5 MB 1 Streaming of Music (4 mins)
  13 MB 1 Streaming of Video (4 mins)
  
  MB Conversion
  1 Kilobyte (KB) = 1,024 Bytes (B)
  1 Megabyte (MB) = 1,024 Kilobytes (KB)
  1 Gigabyte(GB) = 1,024 Megabytes (MB)
  
  MB vs. MBPS
  MB (Megabyte) A unit of data. A million bytes.
  MBPS (Megabits Per Second) The speed of data transfer.

• What are MB or volume based packages and what are the advantages of using them? +

  These packages allow you to be more flexible with your usage allowing you to access the Internet only when needed. No volume will be deducted unless you or mobile apps use the Internet. Charging will be based on KB/MB/GB and not blocks of 15 minutes.

  Ideal for users who always have their data connected but only use the Internet when needed.

  Non-Stop Surf Packages

• What are time based packages and what are the advantages of using them? +

  These packages allow you to maximize your usage in blocks of 15 minutes. Charging is based on consumed blocks of 15 minutes regardless of KB/MB/GB consumption.

  Ideal for users who maximize 15 minutes per surfing session.

  Time-Based Packages

• What other mobile internet offers can I use aside from volume based and time based packages? +

  See iBundles offers and iBundles FAQs.

• What are background apps and how can I avoid charges from them? +

  BACKGROUND APPS(N.)
  Apps that run when push notifications and updates are enabled on your phone. They may incur extra charges for your mobile, but may be avoided by:

  1. Configure operating system and app updates to download via WiFi
  2. For app based loads (ex. FB49), do not click on links that lead outside the app.

  For Android Users:
  Step 1: Go to Settings
  Step 2: Go to Applications Manager
  Step 3: Swipe to the Running Tab
  Step 4: Stop the Running Apps

  For iOS Users:
  Step 1: Go to Settings
  Step 2: Go to Cellular
  Step 3: Select “Use Cellular Data For”
  Step 4: Turn on the apps that are applicable to your load subscription and/or those you only wish to access.

• What slows down internet connection? +
  • Device or handset being used
  • Location of the subscriber
  • Time of use of the subscriber
  • Torrents
  • Peer to peer sharing
  • Machine to machine applications
• What is Sun Surf Protect? +

  Surf Protect ensures that the subscriber will only be able to access sites and apps part of the data offer he/she availed. It will appear on websites that are not part of the data package availed to stop unwanted charges. Surf Protect will not appear on apps. If your app does not have internet connectivity, it may mean that you do not have an existing data offer eligible to access that app. Surf Protect is available for Postpaid subscribers only.