LG Uplus Surpasses 60,000 Monthly Non-Face-to-Face Home Activation and A/S Cases

Minimizing Visits Through Device Collection and Self-Activation

On May 10, LG Uplus announced that it has expanded its non-face-to-face processing for home activation and after-sales (A/S) services, now handling more than 60,000 cases per month—over half (54%) of all device collection and product change activations—without requiring a visit.

The scale of non-face-to-face processing has grown rapidly, mainly through the collection of devices from terminated customers and self-activation services. This year, LG Uplus has further extended the scope to include basic A/S, reducing the burden of scheduling and waiting for customers.

LG Uplus has improved its device collection process for customers who terminate their service. Previously, a home manager would visit the customer's residence to collect the device; now, the collection address can be either the home or workplace, and customers are provided with dedicated packaging boxes. In addition, a convenience store courier service has been introduced. As a result, the average monthly number of non-face-to-face collections of terminated devices increased from about 19,000 cases in 2024, to 36,000 cases in 2025, and this year has reached approximately 43,000 cases.

An AI-generated image of a customer conducting a non-face-to-face self-activation at home. Provided by LG Uplus.

The company has also expanded its self-activation service, allowing customers to install devices themselves. The range of devices eligible for self-activation—such as routers, set-top boxes, and AI speakers—has been broadened, and installation content and informational leaflets are now available on the official website to facilitate the self-installation process. As a result, the average monthly number of self-activations rose from around 3,000 cases to 13,000 cases last year, and has surpassed 20,000 cases this year.

Customer feedback on non-face-to-face services has also been positive. According to an internal survey, the primary reason for recommending the courier activation service was "fast installation without having to wait for a home manager" at 52%, followed by "non-face-to-face process without a visit" at 17%. Since this year, LG Uplus has also introduced non-face-to-face services in the A/S sector.

Yoon Kyungin, Head of Home Service Customer Satisfaction at LG Uplus, said, "We are expanding non-face-to-face services so that customers can choose the service they need in the way they prefer, rather than having to make time to wait for a visit. We will continue to improve our home service operations to further reduce customer inconvenience and enhance user convenience."

This content was produced with the assistance of AI translation services.