LG Uplus is processing more than half of its device retrievals and product change activations without in-person visits.
The telecommunications company said Monday that it is handling an average of more than 60,000 cases per month without home visits, as it has expanded the scope of contactless processing for mobile phone home activations and after-sales service. The figure represents about 54 percent of all device retrievals and product change activations.
Until now, home activations and after-sales services have been carried out by home managers who coordinated schedules with customers and visited in person. However, as the number of single-person households has grown recently, more customers have become reluctant to allow home visits. In response, LG Uplus reviewed tasks that could be shifted to contactless formats and began expanding the service in earnest. As a result, contactless processing has grown rapidly, centered on device retrievals for cancelling customers and self-activations. This year, the company has extended the scope to simple after-sales service as well, significantly reducing customers' scheduling and waiting burdens.
LG Uplus first improved the device retrieval process for customers who cancel services. Previously, home managers visited customers' homes to collect devices. The company has since expanded retrieval addresses to include workplaces as well as residences and has provided dedicated boxes for packaging devices. With the additional operation of convenience store parcel delivery services, the number of contactless device retrievals from cancelled services rose from an average of about 19,000 per month in 2024 to about 36,000 in 2025, and to about 43,000 this year.
The company has also expanded self-activation services that customers can install themselves. LG Uplus has increased the number of devices eligible for self-activation, including routers, set-top boxes and AI speakers, and has provided step-by-step installation content and guide leaflets on its official website to ensure a smooth self-installation process. As a result, self-activation cases rose from an average of about 3,000 per month to about 13,000 in 2025 and more than 20,000 in 2026.
LG Uplus has also introduced contactless service in the after-sales area this year. Contactless after-sales service applies to device malfunctions that customers can clearly identify or cases in which faults have been confirmed through customer center consultations. Issues with unclear causes, such as "the internet is not working properly," are handled through in-person after-sales visits. The move is expected to create a virtuous cycle by reducing complaint calls, repeat inquiries and duplicate fault reports.
"We are expanding contactless services so that customers can choose the services they need in the way they want, rather than being tied to a structure where they have to make time and wait for visits," said Yoon Kyung-in, head of home service customer satisfaction at LG Uplus. "We will continue to improve our home service operations to reduce customer inconvenience and enhance usability."
