FREQUENTLY ASKED QUESTIONS

GENERAL
What Channels do you carry?
As of January 2018, 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.

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.

POSTPAID
For Postpaid subscriptions (Residential):
What are the subscription requirements?
1. Completed Service Application Form
2. Proof of Identification – must be standard and locally-issued with photo and signature. At
least 1 primary or 2 secondary IDs must be provided:

o Primary IDs:
 Passport with signature
 Philippine Driver’s License
 Locally-issued major Credit Card with picture
 SSS/GSIS/TIN ID (digitized card type only)
 PRC/OFW/DIPLOMAT ID
 card type only
 unexpired OFW ID issued by DOLE
 unexpired Diplomat ID issued by DFA
 New Unified Multi-Purpose ID
 Voter’s ID (card type/biometrics)
 Company ID
 Senior Citizen's ID

o Secondary IDs (at least one ID must have a picture)

 POEA-OCW dependents card
 Veteran's ID
 Validated School ID (Graduate/College/Alumni)

Note: Foreigners may be asked to submit other documents.

3. Machine-generated service bill issued within the last 3 months – may serve as both
proof of address and proof of income . Any of the following may be accepted:

o Electric bill
o Telco bill
 Landline
  Mobile
 Broadband
o Credit card statement with photocopy of front face of the physical card
o Cable bill

4. Proof of Income – if unable to provide any of the mentioned service bills, applicant may
submit a payslip together with a certificate of employment (COE).

The minimum income requirement for the lowest postpaid plan is Php9,700.00. Application
for a higher plan is subject to additional proof of income.

Important:

 Submitted service application forms and required documents are subject for review and
approval by Cignal TV, Inc.
 Applications with incomplete requirements will not be processed.

What are the components of the monthly fee?

Your Cignal monthly fee consists of the following:

 Subscription Fee
 Box Maintenance Fee
 Outlet Fee (for 2nd, 3rd and 4th* digital boxes under Lease Plans)
* For Plan 1650 and 1990 only.

Other charges may also be included as applicable i.e. Pay-Per-View, Accessory fees, etc.

Why am I paying for the box maintenance fee?

Only applicable to Lease Plan subscription. The monthly box maintenance provides lifetime support
for your digital boxes. If a digital box (under the same account) gets damaged (due to factory
defects), replacement will be covered by Cignal for the duration of your subscription. Subscriber may
be charged for the cost of the visit.

How do I apply for a secondary digital box?

Enjoy the digital experience in more than just one (1) TV at home by having additional digital boxes,
under a LEASE plan. A maximum of three (3)* digital boxes per account is allowed and are
subjected to applicable fees.

* For the 2nd/3rd box, installation charge is P 500 if done along with the first box. Otherwise, the
minimum installation fee of P1,000 applies.
* Up to 4 boxes for Plan 1650 and 1990.

How do I read my Billing Statement?

Please click here for details on how to read your bill.

What are the charges on my first bill?

Your first bill reflects pro-rata charges (proportional fees from activation date to bill date) and
subscription charges for the current period.

How do I change my billing and/or account details?

To update your account details, please contact CignalCare. Please click here for CignalCare contact
details.

Can I receive my billing statement via email?

Yes you may by subscribing to our E-Bill program. Go paperless and receive your bills ahead of
time. Please click here to register.

What happens if I fail to pay on time?

If payment is not received 5 days from due date, programming will be limited to local channels. If
bills remain unpaid 15 days after due date, all local and subscription-based channels will not be
viewable. To reconnect service, please settle your bill at the nearest payment centers.

Where can I pay my Postpaid bill?

Please see list of available Postpaid Payment channels.
Over the Counter

 7-Eleven
 Bayad Center
 Cebuana Lhuillier
 ECPay
 LBC (except those located in SM Malls)
 Megalink Accredited Payment Centers
 Metrobank
 Security Bank
 SM Bills Payment (SM Malls, SM Hypermarket, Savemore)
 Banco De Oro (BDO)
 United Coconut Planters Bank (UCPB)
 Rizal Commercial Banking Corporation (RCBC)
 Territory Partners with ECPay Facility

Online Banking

 BPI Express Online

 Metrobank
 Security Bank
 Banco De Oro (BDO)
 United Coconut Planters Bank (UCPB)
  Rizal Commercial Banking Corporation (RCBC)

Mobile Banking

 Bank of the Philippine Island (BPI)

 Metrobank
 Banco De Oro (BDO)
 United Coconut Planters Bank (UCPB)

Auto Debit Payment

 BPI Auto Debit (Savings / Current Account)

 Credit Card Auto Debit Enrollment through Cignal TV, Inc.

ATM

 Bank of the Philippine Island (BPI)

 Megalink
 Banco De Oro (BDO)
 United Coconut Planters Bank (UCPB)

Phone Banking

 Bank of the Philippine Island (BPI)

 United Coconut Planters Bank (UCPB)

Others

 Smart Money (Biller Code: 05046)

 Bayad Center 1Pay Machine

For more details please click here.

How do I request for reconnection?

You may ask for reconnection thru CignalCare. You must pay all outstanding dues and a P100
reconnection fee. Please click here for CignalCare contact details.

How can I check my outstanding balances?

To inquire about your balance**, simply text Cignal<space>BILL<space>Postpaid Plan Account
number and send to 5353. Standard SMS rates apply. (** for SMART & Sun subscribers only).

How long does it take to post my payment?

Payment posting takes 2-3 business days.
Why is my line-up limited to local channels?
Your account may have been downgraded for failure to settle the outstanding balance on time.
Service will resume once payment is posted. Please click here for list of Postpaid payment centers.

What is my warranty coverage?

For Postpaid (LEASE) subscriptions, Cignal guarantees replacement for the following components
that are damaged due to factory defects:

 Digital box
 Smart card
 Satellite dish
 Low Noise Block Feed

For Postpaid (CASH) subscriptions, Cignal provides a 6-12 month (from activation date) guarantee
replacement for the following components that are damaged due to factory defects:

 Digital box – 12 months

 Smart card – 12 months
 Satellite dish – 6 months
 Low Noise Block Feed – 6 months

Accessories are not included in the warranty like remote control units, cables, connectors, splitters,
etc. Subscriber may be charged for the cost of visit.

My box is already out of warranty. Can I order a replacement box?

Postpaid (CASH) subscribers may purchase a replacement unit subject to applicable fees. Please
click here to contact Cignal Care for details.

Account Info/Modification:
How do I find out my account number?
There are two ways to find your account number.
1. Refer to your Cignal SOA or Statement of Account.
2. Gently pull out your SMART CARD from the set-top box and check the backside of the card.
For SMART and SUN subscribers, text CIGNAL SC <12-digit smart card number> and send to 5353.
* Standard SMS rates shall apply.

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.>.

 Send message to 5353. Standard SMS rates apply.

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

How do I upgrade/downgrade my plan?

For Postpaid accounts, downgrading may be requested after completion of your lock-in period. You
may upgrade anytime by contacting CignalCare, subject to applicable fees.

E-Bill:
What is E-Bill?
E-Bill is our electronic billing system whereby subscribers receive their statements ofaccount via
email.

How do you enroll in E-Bill?

Step 1: Log in to Cignal Account Portal. Click here to login now.
For Cignal Postpaid subscribers who are not yet registered, click here to be directed to the
registration page.

Note: Cignal subscribers who are already enrolled to FOX Services are automatically registered to
the account portal. You may login using your FOX Players username and password to access the
service.

Step 2: Go to Add-Ons. Select the Service tab.

Step 3: Look for E-bill and click the Subscribe Now button.

Step 4: Agree to the Terms and Conditions.

Step 5: Start receiving your bills through your registered email!

When do I start receiving my E-Bill?

Upon successful enrollment, you will start receiving your E-Bill the following month.

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

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

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.

How do I print my E-Bill?

If you are accessing your email through a desktop computer, simply click the printer icon found on
the menu of your web browser.

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

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

How do I store my E-Bill?

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

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 .

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)
o 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)
o Must be standard and locally issued with photo and signature

How do I reload?
You can buy load from any Cignal Partners/Dealers, or from any SMART load
Retailers.Cignal Reload Cards are also available in different denominations at SM Prepaid Card
Counters and Cignal Partners/Dealers nationwide. For more details please click here.
Can I load any denomination?
 For Basic SD (Standard Definition) digital boxes, subscribers can load SD Packs 100, 175,
200, 300, and 450.
 For Premium SD (Standard Definition) boxes, subscribers can load 100, 175, 200, 300, 450,
500, 600, 800 and 1000.
 As for subscribers with Ultimate HD (High Definition) digital boxes, HD Packs 100, 175, 200,
300, 450, 500, 600, 800 and 1000 are available.

If the pack denomination you wish to load is different from your current one, please wait for it to
expire before loading.

Can Prepaid subscribers buy load in any of the Postpaid payment channels?
No, Prepaid accounts may load at Cignal partners or Smart Load retailers.

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

Your Cignal Prepaid Account will be inactive and you will not be able to watch any channels except
the Cignal Channel (CH. 98). 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?

All load denominations has a validity of 30 days from the time of actual loading.

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

Can I apply for a secondary digital box?

Multiple digital box set-up is possible for Postpaid subscriptions only. You may either covert
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 Kitsmay
however require change of the digital box, subject to applicable fees. Contact CignalCare for details.

Where can I buy load?

You can buy load at the following loading channels nationwide:

 Cignal Territory Partners (E-load and Cignal Reload Cards)

 Cignal Dealers (E-load and Cignal Reload Cards)
 Cignal and SMART load retailers (E-load)
 SM Prepaid Card Counters ( Cignal Reload Cards).

For more details please click here.

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 plan?

For Postpaid accounts, downgrading may be requested after completion of your lock-in period,
subject to applicable fees. You may upgrade anytime by contacting CignalCare.

For Prepaid accounts with Standard Definition (SD) digital boxes, subscribers may load Packs 100,
175, 200, 300, and 450. If the pack denomination you wish to load is different from your current one,
please wait for it to expire before loading. For High Definition (HD) digital boxes, all load
denominations can be loaded which are 100, 175, 200, 300, 450, 500, 600, 800 and 1000.

PASALOAD
CAN I TRANSFER ANY LOAD DENOMINATION?
As of now, available load packages for pasaload include P450, P300, and P175.

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. Final charges for each
load denomination are as follows: CGL450 - P451; CGL300 - P301; CGL175 - P176;
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 box. Ensure that you have
enough load in your SMART Mobile number.
PASA - Using your Smart mobile, text PASALOAD <SPACE> CIGNAL ACCT NUMBER <SPACE>
KEYWORD. Send to 808. Please ensure that your Cignal Prepaid box is on or at least in stand by
mode before you use PASALOAD
PREPAID – Once you have received the text confirmation, you may start watching your favorite
shows with Cignal Prepaid valid for 25 days. Please wait 5 to 15 minutes after the successful
sending of the PASALOAD request for the channel viewing to take effect.
PANALO - Experience non-stop awesome viewing using Pasaload with Smart!

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.

HOW LONG IS THE VALIDITY OF THE TRANSFERRED LOAD?

See available load packages and corresponding validity in the load package table.

CIGNAL LOAD DENOM KEYWORD SRP CIGNAL LOAD EXPIRY

Pasaload 175 CGL175 176.00 25 days

Pasaload 300 CGL300 301.00 25 days

Pasaload 450 CGL450 451.00 25 days

What type of Cignal Prepaid kit/box is this applicable to? (Basic SD, Premium
SD, Ultimate HD)
SMART PASALOAD can be used to load any Cignal Prepaid account for ALL types of kits/boxes
(SD and HD subscribers).

What is the difference of loading my Cignal Prepaid account using SMART

PASALOAD versus loading through SMART/ Cignal load retailers or loading
via Cignal Reload Cards (CRC)?
The channel viewing validity for all available Cignal Prepaid load denominations (175, 300, 450)
transferred via SMART PASALOAD is only 25 days.
All available Cignal Prepaid load denominations (100, 175, 200, 300, 450, 500, 600, 800 and 1000)
via OTHER loading channels/ methods (SMART, CIGNAL, CRG/ELP and CRC) have a channel
viewing validity of 30 days.

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: 888-5555 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 itscorresponding 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

SRP Php 240 (two-way splitter)

Splitters
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.

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.