The number of cases handled remotely, without a technician's visit, for retrieving internet devices or changing products has risen sharply.
LG Uplus said on the 10th that monthly average remote processing cases for home activation and after-sales (AS) service exceed 60,000. That is about 54% of all device retrievals and product-change activations.
Until now, home activation and AS services mainly relied on a home manager coordinating schedules with customers and visiting their homes in person. Because quick installation is important for internet products, many customers are sensitive to scheduling, and even relatively simple tasks such as device retrievals or changes required visits. Recently, however, as one-person households have increased, more customers have felt uncomfortable with home manager visits themselves. LG Uplus reviewed tasks that could shift to remote service to minimize such inconvenience and began expanding those services in earnest.
LG Uplus first improved its device retrieval process for customers terminating service. Previously, a home manager visited the customer's home to retrieve the device, but the retrieval address has been expanded to include workplaces as well as homes, and dedicated boxes that can package devices are now provided. In addition, by adding convenience-store parcel carriers, the number of remote retrievals of terminated devices increased from an average of about 19,000 per month in 2024 to about 36,000 in 2025. In 2026, it has risen to about 43,000 so far.
The company also expanded self-activation services that customers can install themselves. It increased the number of devices that support self-activation, such as routers, set-top boxes, and artificial intelligence (AI) speakers, and provided website content and guidance leaflets for do-it-yourself installation. As a result, monthly self-activations grew from about 3,000 to about 13,000 in 2025, and to more than 20,000 in 2026.
LG Uplus introduced remote services in AS as well starting this year. Remote AS applies when a device fault is clearly recognizable by the customer or confirmed through a customer center consultation. Faults with unclear causes, such as "the internet doesn't work well," are handled with on-site AS visits.
Yoon Kyung-in, head of home service customer satisfaction at LG Uplus, said, "We are expanding remote services so customers can choose the way they want to receive the necessary service, rather than waiting for a visit," adding, "We will continue to improve how we operate home services to reduce inconvenience and enhance ease of use."