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【Notice of change in operating hours】
Phishing Alert
Be extra alert to phishing emails or text messages, as they may contain fake hyperlinks or fraudulent emails intended to deceive you into clicking and disclosing personal information. We strongly recommend that you carefully verify the authenticity and accuracy of the message content, including the account name, account number, subscribed services and HKBNES contact information provided. If you are in doubt, please do not reply, click on any links, download attachments, or disclose your personal information on uncertain websites. For inquiries, please contact the HKBN Enterprise Solutions Customer Service hotline at 128-180 or email corpinfo@hkbnes.net for assistance.
Dual Guarantee
1. Which broadband service plans are eligible for the “Speed Guarantee”?
“Speed Guarantee” is only applicable to the “GigaFast” Broadband 1G/2G/2.5G enterprise broadband service plans that utilize fibre technology and are equipped with optical network terminals. For further details, please refer to the terms and conditions.
2. What does the “Speed Guarantee” cover?
“Speed Guarantee” refers to the test result, which shall not be lower than the relevant guaranteed range of the respective broadband speed service plan selected by Subscriber. The guaranteed range of download speed for each broadband service plan are as follows:
Enterprise Broadband Service Plan | Guaranteed Download Speed |
1G | 700M-930M |
2G | 1300M-1800M |
2.5G | 1600M-2200M |
3. What are the system requirements for different broadband bandwidth?
System requirements for broadband speed of 1G:
For Windows systems: 8th generation Intel Core i5 or above CPU, 4GB RAM or above, 20GB available disk space (SSD, PCI-E), Windows 10 (64-bit) or higher, and a 1000M Ethernet card.
For Mac systems: 8th generation Intel Core i5 or above CPU, 4GB RAM or above, 20GB available disk space (SSD, PCI-E), MacOS version 10.14 or higher, and a 1000M Ethernet card.
System requirements for broadband speed of 2G/2.5G:
For Windows systems: 12th generation Intel Core i7-1255U or above CPU, 8GB RAM or above, 20GB available disk space (SSD, PCI-E), Windows 10 (64-bit) or higher, and a 2.5G BaseT Ethernet port.
For Mac systems: Apple M1 or above CPU, 8GB RAM or above, 20GB available disk space (SSD, PCI-E), MacOS version 11.0 or higher, and a 2.5G BaseT Ethernet port.
It is recommended to have an operating system with higher processing capabilities. If the broadband service is affected by computer software installed by Subscriber or by other relevant factors and cannot achieve the guaranteed download speed, HKBNES will not provide the “Speed Guarantee”, even if Subscriber has the above equipment.
4. Where can I run the speed test? Does HKBNES accept speed test result from 3rd party platform?
HKBNES only accepts speed test results conducted on the “Broadband Speed Test” webpage of HKBNES and does not accept any third-party test platform results.
5. If the download speed is not within the guaranteed range, how much compensation can I get?
After an HKBNES technician conducted an on-site speed test and confirmed that the speed test results did not meet the guaranteed range. Subscriber can receive double of the service fee of the “Affected Days” as compensation, calculated on a pro-rata basis. The maximum compensation amount is limited to the broadband service monthly fee that Subscriber should pay for the affected month. The compensation amount will be automatically credited to Subscriber’s HKBNES account to offset the next month’s broadband service monthly fee and will be displayed on the next billing statement. It cannot be converted into cash. Compensation does not apply to months when the service fee is waived, the compensation amount will be credited to the subsequent billing statement where broadband service monthly fee is payable. For the avoidance of doubt, if the broadband service monthly fee that Subscriber should pay for the month is $0, Subscriber cannot apply for compensation for such month.
6. Why did HKBNES’s speed test result indicate that the download speed was within the guaranteed range, but Subscriber still experiences slow Wi-Fi speed?
The actual Wi-Fi connection speed is affected by environment, network settings, coverage, signal interference, and other external factors. If Subscriber feels significant network slowness, Subscriber can contact our customer service for support.
1. How can I apply for compensation?
Subscribers are required to conduct “Hong Kong Broadband Network Speed Tests” on the “Broadband Speed Test” webpage of HKBNES at three different time points within a continuous period of at least two hours, and the results of each test must fall below the guaranteed range. Subscriber must submit all test results to the HKBNES customer service representative via email at ests@hkbn.com.hk, along with screenshots or photographs as proof within 7 days (from the end date of testing period). The documents submitted must clearly display the date and time of the tests. The three different time points refer to:
(i) The test result at the beginning;
(ii) The test result at the end (i.e. two hours after the start); and
(iii) The test results during the entire testing period, with a time interval of no less than 30 minutes between each measurement.
2. If I discover that download speed does not meet the Guaranteed Range for example at 8 pm, what proof do I need to provide?
Subscriber needs to provide data for three different time points. For example, if the period affected is from 8pm to 10pm, the proof required should include test results at:
(i) the start time (8pm);
(ii) the middle time (between 8:30pm and 9:30pm); and
(iii) the end time (10pm)
The proof must be the speed test result obtained from HKBNES’s “Broadband Speed Test” webpage and no third-party platform test results will be accepted.
Proof can be submitted in the form of screenshots or photos and must clearly show the date and time on the computer.
3. On which test result is compensation based?
HKBNES will send a technician to the installation address at an agreed-upon time to conduct ” Hong Kong Broadband Network Speed Tests ” using a CAT5-E cable and a computer that meets the system requirements. The download speed will be displayed on the spot. If the test result shows that the download speed meets the “Guarantee Range”, it means that the broadband service provided by HKBNES to Subscriber has passed the speed test. Compensation, if any, will be based on such test result. HKBNES will not inspect or configure Subscriber’s computer system.
4. How to count the “Affected Days”?
“Affected Days” refers to the number of days between the valid application made by Subscriber and the download speed resumes to guarantee range. However, in the following situations, even if the broadband service fails to pass the speed test described in the terms and conditions (Clause 12), the calculation of “Affected Days” will be capped at 2 days:
(i) Subscriber is unable to accept the on-site testing arranged by HKBNES within two days from receiving the valid application;
(ii) HKBNES is restricted by the property management to arrange network testing within two days of receiving the valid application ;
(iii) The technician has visited but is unable to enter the installation address at the agreed-upon time; or
(iv) HKBNES is unable to arrange on-site testing due to factors beyond its reasonable control.
5. How can I check the previous download speed records?
Currently, it is not possible to check previous download speed records.
6. Within how many days will I receive a response after submitting my application proof?
After receiving sufficient proof, we will respond by phone/email within 10 working days.
7. What situations/period are excluded from “Speed Guarantee”?
Where the broadband internet service or bandwidth transmission speed is affected due to scheduled or emergency network maintenance, or due to enhancement projects, or situations where HKBNES is unable to reasonably foresee, or due to the actual location of the broadband installation or its environmental factors.
1. “Speed Guarantee” is only applicable to the 1G/2G/2.5G enterprise broadband service plans that utilize fibre technology and are equipped with optical network terminals, if the quality of the network connection at the installation address is affected by circumstances beyond HKBNES’s control and/ or by actual environmental factors, the “Speed Guarantee” may not apply to the broadband service plan subscribed to by Subscriber. Subscriber is not entitled to terminate the relevant service plan on the basis that the “Speed Guarantee” is not applicable to the relevant service plan.
2. “Hong Kong Broadband Network Speed Test” refers to the download speed test conducted by the specified speed test server (URL: https://www.hkbnes.com/web/speed-test/) from the internet connection under the broadband services provided by HKBNES to Subscriber.
3. “Speed Guarantee” refers to the test result, which shall not be lower than the relevant “Guarantee Range” of the respective broadband speed service plan selected by Subscriber. The download speed guaranteed range of each broadband speed service plan is listed on HKBNES website (URL: https://www.hkbnes.com/web/dual-guarantee/) (“Guarantee Range”).
4. Testing Requirements: When conducting the “Hong Kong Broadband Network Speed Test”, Subscriber must directly connect the computer equipment to wallplate or optical network terminal provided by HKBNES and must not use any third-party router equipment.
5. System requirements for broadband speed of 1G:
– For Windows systems: 8th generation Intel Core i5 or above CPU, 4GB RAM or above, 20GB available disk space (SSD, PCI-E), Windows 10 (64-bit) or higher, and a 1000M Ethernet card.
– For Mac systems: 8th generation Intel Core i5 or above CPU, 4GB RAM or above, 20GB available disk space (SSD, PCI-E), MacOS version 10.14 or higher, and a 1000M Ethernet card.
6. System requirements for broadband speed of 2G/2.5G:
– For Windows systems: 8th generation Intel Core i7-1255U or above CPU, 8GB RAM or above, 20GB available disk space (SSD, PCI-E), Windows 10 (64-bit) or higher, and a 2.5G BaseT Ethernet port.
– For Mac systems: Apple M1 or above CPU, 8GB RAM or above, 20GB available disk space (SSD, PCI-E), MacOS version 11.0 or higher, and a 2.5G BaseT Ethernet port.
7. It is recommended to have an operating system with higher processing capabilities. If the broadband service is affected by computer software installed by Subscriber or by other relevant factors and cannot achieve the guaranteed download speed, HKBNES will not provide the “Speed Guarantee”, even if Subscriber’s computer system can meet the above equipment.
8. If the Subscriber’s computer system does not meet the minimum system requirements recommended by HKBNES, including but not limited to computer performance, software, applications and their settings, hardware equipment such as network cards or cables, or broadband routers or switches, Subscriber will not be entitled to the “Speed Guarantee” provided by HKBNES.
9. Valid application: Subscriber of service plan which “Speed Guarantee” applies is required to conduct “Hong Kong Broadband Network Speed Tests” on the “Broadband Speed Test” webpage of HKBNES at three different time points within a continuous period of at least two hours, and the results of each test must fall below the Guarantee Range. Subscriber must submit all test results to HKBNES customer service representative via email, along with screenshots or photographs as proof. The documents submitted must clearly display the date and time of the tests. The three different time points include:
i. The test result at the beginning;
ii. The test result at the end (i.e. at least two hours after the beginning); and
iii. The test results during the entire testing period, with a time interval of no less than 30 minutes between each measurement.
If HKBNES considers necessary, Subscriber must submit further information and/or documents as supplement. Subscriber warrants that all submitted supporting documents and information are true and accurate. However, if HKBNES has reasonable grounds to suspect the authenticity of the supporting documents or information, it reserves the right to refuse Subscriber’s application without any compensation.
10. Application Procedures: Subscriber who has subscribed to the designated broadband service plan with the above-recommended computer system requirements, and who believes that HKBNES has failed to provide the guaranteed download speed for at least two consecutive hours, must submit relevant records and required supporting documents within 7 days (from the end date of testing period). Subscriber must email HKBNES at ests@hkbn.com.hk to make a valid application. However, if the application is made through the service hotline, Subscriber must submit the test results as proof by email as described in Clause 9 within 7 days (from the end date of testing period). If the testing period does not involve any reported exceptional circumstances listed in Clause 14, HKBNES will arrange technician to conduct “Hong Kong Broadband Network Speed Test ” at the installation address.
11. On-site Testing Method: HKBNES will send a technician to the installation address at the agreed-upon time to conduct ” Hong Kong Broadband Network Speed Tests ” using a CAT5-E cable and a computer that meets the system requirements. The download speed will be displayed on the spot. If the test result show that the download speed meets the “Guarantee Range”, it means that the broadband service provided by HKBNES to Subscriber has passed the speed test. Compensation, if any, will be based on such test result. HKBNES will not inspect or configure Subscriber’s computer system.
12. Compensation Calculation: If such test result as described in Clause 11 confirms that HKBNES has failed to meet the Guarantee Range, Subscriber can receive double of the service fee of the “Affected Days” as compensation calculated on a pro-rata basis. The maximum compensation amount is the broadband service monthly fee that Subscriber should pay for the affected month. The compensation amount will be automatically credited to Subscriber’s HKBNES account to offset the next month’s broadband service monthly fee and will be displayed on the next billing statement. It cannot be converted into cash. Compensation does not apply to months when the service fee is waived, the compensation amount will be credited to the subsequent billing statement where broadband service monthly fee is payable. For the avoidance of doubt, if the broadband
13. Definition of “Affected Days”: refers to the number of days between the valid application made by Subscriber and the download speed resumes to Guarantee Range. However, in the following situations, even if the broadband service fails to pass the speed test described in Clause 11 above, the calculation of “Affected Days” will be capped at 2 days:
(i) Subscriber is unable to accept the on-site testing arranged by HKBNES within two days from receiving the valid application;
(ii) HKBNES is restricted by the property management to arrange network testing within two days of receiving the valid application;
(iii) The technician has visited but is unable to enter the installation address at the agreed-upon time; or
(iv) HKBNES is unable to arrange on-site testing due to factors beyond its reasonable control.
14. “Speed Guarantee” is not applicable at the following situations/period: where the broadband internet service or bandwidth transmission speed is affected due to scheduled or emergency network maintenance, or due to enhancement projects, or situations where HKBNES is unable to reasonably foresee, or due to the actual location of the broadband installation or its environmental factors.
15. If the test result meets the Guarantee Range or if, after investigation, the problem is not caused by HKBNES network (including but not limited to, Subscriber does not equip with a computer system that meets the minimum system requirement as recommended by HKBNES or any other factors), Subscriber shall pay HKBNES an on-site inspection charge of an amount to be determined by HKBNES at its sole discretion from time to time. Such charge will be published at https://www.hkbnes.com/.
16. HKBNES reserves the right to modify these terms and conditions or cancel the “Speed Guarantee” program at any time and reserves all rights to reject Subscriber’s claims. In case of any disputes, HKBN Enterprise Solutions Limited and/or HKBN Enterprise Solutions HK Limited (“HKBNES”)’s decision shall be final and conclusive.
1. Which broadband service plans are eligible for the “Low Latency Guarantee”?
“Low Latency Guarantee” is only applicable to the “GigaFast” Broadband 1G/2G/2.5G broadband service plans that utilize fibre technology and are equipped with optical network terminals.
2. What does the “Low Latency Guarantee” cover?
“Low Latency Guarantee” means that, except for the circumstances listed in the terms and conditions (Clause 10), the continuously tested round-trip latency shall not exceed the round-trip latency guaranteed range of the designated cloud server locations listed below for at least two consecutive hours.
Cloud Server location | Low Latency Guarantee Range |
AWS HK 16.162.0.253 | 2 – 10ms |
AWS Singapore 13.214.0.0 | 25 – 70ms |
AWS -USA West 52.52.63.252 | 150 – 250ms |
Cloudflare 103.22.203.1 | 5 – 20ms |
Facebook 157.240.56.28 | 2 – 10ms |
Google Cloud 142.250.63.189 | 2 – 10ms |
Microsoft Azure HK 104.44.47.168 | 1 – 10ms |
Microsoft Azure Singapore 104.44.40.102 | 25 – 70ms |
3. Where can I check the supported servers and their round-trip latency?
For the supported servers and their round-trip latency, please visit the “Online Latency Monitoring” webpage. We will periodically update and add popular server location.
4. If the round-trip latency is not within the guaranteed range, how much compensation can I receive?
If Subscriber’s claim for compensation is verified as valid by HKBNES, HKBNES will compensate Subscriber for twice the daily fee of the broadband service fee calculated on a pro rata basis to two decimal places. Each month will be calculated as 30 days. For example, if a Subscriber’s monthly fee is HKD 238, and his/her claim is valid, Subscriber will receive compensation of HKD 15.86 (HKD 238/30 days x 2).
The compensation amount will be automatically credited to the Subscriber’s account to offset the next month’s broadband service monthly fee and will be displayed on the next billing statement. It cannot be converted into cash. Compensation does not apply to months when the service fee is waived, the compensation amount will be credited to the subsequent billing statement where broadband service monthly fee is payable. For the avoidance of doubt, if the broadband service monthly fee that Subscriber should pay for the month is $0, Subscriber cannot apply for compensation for such month.
If Subscriber applies for compensation more than once within a month, the maximum total amount of compensation Subscriber can receive is the broadband service fee that Subscriber should pay for such month.
5. Apart from cloud service provider platforms listed, is the “Low Latency Guarantee” applicable to other server locations out of the list?
The “Low Latency Guarantee” currently only supports designated popular cloud service provider server locations listed.
6. Why do I still experience latency even when HKBNES reports good round-trip latency performance on cloud server platforms?
The actual round-trip latency is affected by your network, software and hardware, usage, overseas bandwidth, and other factors. If customers experience obvious network latency, please contact our customer service for support.
1. How can I apply for compensation?
Compensation only applies to Subscriber who provide valid proof documents that meet the following requirements. Subscriber must capture screenshots or photos at three different time points within at least two consecutive hours and email them to ests@hkbn.com.hk, such proof must clearly demonstrate the test date and time. The three different time points include:
(i) The Round-trip latency at the beginning;
(ii) The Round-trip latency at the end; and
(iii) The round-trip latency during the entire testing period, with a time interval of no less than 30 minutes between each measurement.
The proof for each time point must include:
(i) The round-trip latency displayed at the same time on HKBNES’s “Online Latency Monitoring” webpage.
(ii) The round-trip latency obtained through self-ping/traceroute commands.
2. If I discover that my round-trip latency does not meet the guaranteed range for example at 8 pm, what evidence do I need to provide?
Subscriber needs to provide evidence of six round-trip latency at three different times using at least two types of proof for each time period. For example, if the affected time period is from 8 pm to 10 pm, the evidence required should include the test results at:
(i) The start time (8 pm);
(ii) The middle time (8:30 pm – 9:30 pm);
(iii) The end time (10 pm)
Proof can be submitted in the form of screenshots or photos, clearly showing the date and time on the computer.
3. How can I check the previous round-trip latency records?
Currently, it is not possible to check previous round-trip latency records.
4. When is the claim deadline? Within how many days will I receive a response after submitting my application?
To apply for a claim for “Low Latency Guarantee”, Subscriber must submit it within 7 days from the end date of testing period, along with relevant records and required valid proof documents. HKBNES will strive to respond to Subscriber’s application/claim within 10 working days.
5. What is the maximum claim frequency?
Every 24-hour is a time range. Only one claim for “Low Latency Guarantee” can be made per time range. For instance, if a Subscriber makes a claim for “Low Latency Guarantee” during 8:00 am to 10:00 pm on the first day, the Subscriber’s next claim must be made after 8:00 am on the following day.
6. What situations are not covered by “Low Latency Guarantee”?
The “Low Latency Guarantee” does not apply in the following situations:
– Any damage caused by circumstances or environments beyond the control of HKBNES (“Force Majeure”). “Force Majeure” includes but is not limited to natural disasters, wars, rebellions, explosions, fires, floods, government actions, laws that have not yet come into effect when these terms and conditions take effect, restrictions imposed by the government or its regulatory agencies, labor disputes, trade disputes, and any malfunctions caused by delays beyond the control of HKBNES caused by third parties;
– Round-trip latency that is measured not using broadband service provided by HKBNES;
– Round-trip latency measured on game servers of game providers that are not designated by HKBNES;
– Any malfunctions that occur outside of HKBNES’s control on designated game servers of game providers and/or third-party network lines, including but are not limited to network congestion, server overload, exceeding system load, line interruption, etc.;
– Where the broadband internet service or bandwidth transmission speed is affected due to the actual location of the broadband installation or its environmental factors ;
– Any interception of the IP address of game provider servers by third parties, resulting in the inability to connect to the game server(s) of game provider(s) designated by HKBNES.
1. “Low Latency Guarantee” is only applicable to the 1G/2G/2.5G enterprise broadband service plans that utilize fibre technology and are equipped with optical network terminals, provided that, if the quality of the network connection at the installation address is affected by circumstances beyond HKBNES’s control and/ or by actual environmental factors, the “Low Latency Guarantee” may not be applicable to the enterprise broadband service plan subscribed by Subscriber. Subscriber is not entitled to terminate the relevant service plan due to the “Low Latency Guarantee” being not applicable to the relevant service plan.
2. “Low Latency Guarantee” means that, except for the circumstances listed in Clause 10, the continuously tested round-trip latency shall not exceed than the round-trip latency guaranteed range of the designated network provider’s designated server location listed on HKBNES’s website (URL: https://www.hkbnes.com/web/dual-guarantee/) for at least two consecutive hours. HKBNES reserves the right to modify the round-trip latency guaranteed range from time to time without further notice.
3. Round-trip latency is measured by ICMP (Internet Control Message Protocol) tools such as ping and traceroute to measure the network round-trip latency from HKBNES network to the relevant provider’s server location.
4. Valid Proof: Compensation only applies to Subscriber who provide valid proof documents that meet the following requirements. Subscriber must capture screenshots or photos at three different time points within at least two consecutive hours and email them to ests@hkbn.com.hk, such proof must clearly demonstrate the test date and time. The three different time points include:
(i) The round-trip latency at the beginning;
(ii) The round-trip latency at the end; and
(iii) The round-trip latency during the entire testing period, with a time interval of no less than 30 minutes between each measurement.
The proof for each time point must include:
(i) The round-trip latency displayed at the same time in HKBNES’s website “Online Latency Monitoring” (URL: https://www.hkbnes.com/web/latency-monitoring/); and
(ii) The round-trip latency obtained through self-ping/traceroute commands.
5. Testing Requirements: When testing the round-trip latency, Subscriber must directly connect the computer equipment to optical network terminal provided by HKBNES and must not use any third-party router equipment.
6. Claim Frequency: Every 24-hour is a time range. Only one claim for “Low Latency Guarantee” can be made per time range. For instance, if a Subscriber makes a claim for “Low Latency Guarantee” during 8:00 am to 10:00 am on the first day, the Subscriber’s next claim must be made after 8:00 am on the following day.
7. Claim Deadline: To apply for a claim for “Low Latency Guarantee”, Subscriber must submit a claim within 7 days from the end date of testing period, along with relevant records and required valid proof documents (see Clause 4). HKBNES will strive to respond to Subscriber’s application/claim within 10 working days. If HKBNES considers necessary, Subscriber must submit further information and/or documents as supplement. Subscriber warrants that all submitted supporting documents and information are true and accurate. However, if HKBNES has reasonable grounds to suspect the authenticity of the supporting documents or information, it reserves the right to refuse Subscriber’s application/claim without any compensation.
8. Compensation Amount: If Subscriber’s claim for compensation is verified as valid by HKBNES, HKBNES will compensate Subscriber for twice the daily fee of the broadband service fee, calculated on a pro rata basis to two decimal places. Each month will be calculated as 30 days. For example, if Subscriber’s monthly fee is HKD 238, and his/her claim is valid, Subscriber will receive compensation of HKD 15.86 (HKD 238/30 days x 2).
The compensation amount will be automatically credited to Subscriber’s account to offset the next month’s broadband service monthly fee and will be displayed on the next billing statement. It cannot be converted into cash. Compensation does not apply for months when the service fee is waived, the compensation amount will be credited to the subsequent billing statement where broadband service monthly fee is payable. For the avoidance of doubt, if the broadband service monthly fee that Subscriber should pay for the month is $0, Subscriber cannot apply for compensation for such month.
9. Compensation Limit: If Subscriber applies for compensation more than once within a month, the maximum total amount of compensation Subscriber can receive is the broadband service fee that Subscriber should pay for such month.
10. The “Low Latency Guarantee” does not apply in the following situations:
– Any damage caused by circumstances or environments beyond the control of HKBNES (“Force Majeure”). “Force Majeure” includes but is not limited to natural disasters, wars, rebellions, explosions, fires, floods, government actions, laws that have not yet come into effect when these terms and conditions take effect, restrictions imposed by the government or its regulatory agencies, labor disputes, trade disputes, and any malfunctions caused by delays beyond the control of HKBNES caused by third parties;
– Round-trip latency that is measured not using broadband service provided by HKBNES;
– Round-trip latency measured on cloud server providers that are not designated by HKBNES;
– Any malfunctions that occur outside of HKBNES’s control on designated cloud servers of cloud service providers and/or third-party network lines, including but are not limited to network congestion, server overload, exceeding system load, line interruption, etc.;
– Where the broadband internet service or bandwidth transmission speed is affected due to the actual location of the broadband installation or its environmental factors;
– Any interception of the IP address of provider servers by third parties, resulting in the inability to connect to the server(s) of cloud service provider(s) designated by HKBNES.
11. HKBNES reserves the right to modify these terms and conditions or cancel the “Low Latency Guarantee” program at any time and reserves all rights to reject Subscriber’s claims. In case of any disputes, HKBNES’s decision shall be final and conclusive.
Connectivity
一般需時7-10個工作天不等。
公平使用政策是指當月費計劃的數據用量於該賬單月份達至指定水平,我們會於上網速度或使用網絡之優先次序上作出調整,目的在於維持網絡的穩定性。
客戶可以用手機撥打*#123#查詢本地通話及數據用量。另外亦可選擇登入「我的戶口」或My Account App,於「流動通訊服務台」內查閱您的用量紀錄,包括本地以及國際/漫遊通話分鐘、數據及短訊用量(請注意:用量紀錄可能稍有延遲)。
這需視乎不同服務計劃的條款細則而定。但即使指定的月費計劃內的數據可用作網絡共享,這亦都會受限於手機/裝置的功能規格。
對不起,我們現時暫只支援以閣下的手機撥打138收聽留言。
客戶只要以手機撥打*131*138# (回港Call) 便可於漫遊期間收聽留言,收費為漫遊時以回港Call撥打回港之收費。
唔好意思,我們現時暫未支援留言信箱密碼功能。
有的,請致電客戶服務熱線128-180替閣下進行設定。
不需要,閣下可於手機自行解除相關設定。
計劃是以漫遊當地的首都時間計算,由00:00 – 23:59為一日。
本公司於3G/4G 網絡都有服務,而實際的速度受當時網絡情況而提供服務。該速度已可供你流暢地瀏覽不同網頁及使用各類型的APPs,請你留意實際數據傳輸及連線速度會受不同因素影響,包括身處地點,網絡流量狀態、週遭環境、手機硬件及軟件等等。
只要客人能夠提供轉台所須的正確資料,例如儲值卡SIM卡號碼,同時儲值卡於轉台時需處於有效的狀態,則可申請轉台。
當對方接聽後先會開始收費;如果電話接通後但無人接聽,你不會被收取費用。但如果對方將電話轉駁到任何話音答錄系統,令你的來電被接駁到自動話音廣播,本公司就會向你收取費用。
請查看以下資料了解更多:
Cloud and Data Center
System Integration
Mac
Other
Note: HKBN Wi-Fi Service is provided by HKBN Group Limited. Each Wi-Fi service location may include different numbers of hotspots.
The signal connecting Wi-Fi to an Access Point can usually reach within 50m range in a closed environment. However, it may be affected due to signal interference, location and installation location of the Access Point. For example, the signal strength gets weaker if user walks further away from the Access Point, which may result in slow Internet speed.
If the Wireless LAN Card or Access Point is placed near metal surfaces or high-density materials, the signal strength will be affected. If there are obstacles in the radio signal path between the Access Point and Wireless LAN Card, radio signal may either be absorbed or reflected, which the network coverage will be reduced. In addition, if there are other products that operate in the 2.4GHz radio spectrum including Microwave ovens or some cordless phones, it may also cause interference. As a result, please avoid yourself from these devices when using our service.
No. Turning off your Wi-Fi enabled device will not allow you to disconnect automatically. The connection will be disconnected automatically if the connection is idle for 15 minutes.
If you have exceeded 15 minutes idle time, you will still be connected to our service. After reboot, you can continue to access the Internet. If the idle timeout has expired, you need to restart the connection again.
If you have exceeded 15 minutes idle time, you will still be connected to our service. After reboot, you can continue to access the Internet. If the idle timeout has expired, you need to restart the connection again.
In most cases, this may be the result of poor wireless connectivity between your computer and the Access Point. You may need to change the current position in order to improve the signal quality. If you are still unable to connect, please restart your Wi-Fi enabled device and try again.
To strengthen the security level, your Login ID and password are encrypted and using SSL for data transmission security. In addition, we recommend you to use encryption when sending any confidential information.
Please first examine whether you can browse other sites through HKBN Wi-Fi and be assured that VPN is working properly. If no other issues are found, the real causes of the conflict may arise between your VPN settings and HKBN Wi-Fi. Please contact your VPA network operator to understand the case.
This is mainly because you haven’t logged in HKBN Wi-Fi network. Please first open the browser connecting to any sites, your page will automatically direct you to our HKBN Wi-Fi landing page. Please enter your “Username” and “Password” at the landing page and select “Customer Type” and click “Log In”. You can use the service immediately after logging in successfully.
First, please confirm whether you are connected to the network name(also known as SSID or ESSID) of ” -HKBN Wi-Fi” or “- HKBN Wi-Fi”. Then, you can examine the signal between Wireless LAN Card and the Access Point. If the reception strength is too weak, you may want to consider changing the position to improve the signal strength. Some Wireless LAN Card allows you to install an external antenna in order to improve the quality of the connection. If the problem persists, please ensure that your computer meets the minimum system requirements of our service. For details, please refer to the user guide.
HKBN Wi-Fi users among all 8 recognized tertiary institutions are required to login through the SSID of our partner Y5zone. Please select Y5zone from the wireless network list and your username and password remain unchanged.
Please first confirm whether your login account is using HKBN Wi-Fi service and have not been suspended. Please verify whether you have entered the correct username (including the selection of the customer type) and password. Please note that the username and password are case-sensitive.
Note: HKBN Wi-Fi Service is provided by HKBN Group Limited. Each Wi-Fi service location may include different numbers of hotspots.
Voice and Collaboration
You must have a working Hong Kong local mobile phone number that can receive and make calls and has access to the Internet via mobile data network (data network is required for initiating outbound calls, retrieving call history and changing call settings). You must also provide a valid Hong Kong address for emergency registration and email address for receiving the Service Confirmation email and voicemails.
Yes, No physical installation of telephone lines are needed.
Please go to MobileOffice Plus User Portal https://www.hkbninfi.net/moplus and log in. Please select “Change User Password”, “Change Voice Mail Password” or “Change Email Address for Voicemail”.
You must ask Staff A to UNINSTALL the MobileOffice Plus on his/her device and change the login password at MobileOffice Plus User Portal https://www.hkbninfi.net/moplus and use new password to log in on Staff B’s device.
Internet Call Mode consumes a little more battery when it is running in the background of iPhone, so it is highly recommended to use Mobile Call Mode for daily use unless you want to use VoIP calls (Internet calling).
Mobile Call Mode consumes very little energy when it runs in the background.
The table below provides the data usage estimation for reference only.
Mobile Call | Internet Call | |
Data connection required for calls? | Y Only for placing outbound calls |
Y Required for entire phone conversation |
Initiate outgoing call | Data usage: < 100KB | |
Phone conversation | No data usage, only calling minutes of your phone | ~6MB data usage for a 5-minute phone call |
The devices listed below are not supported by MobileOffice Plus at this stage:
Dell |
|
Asus |
|
Acer |
|
Samsung |
|
You need to turn ON Answer confirmation in the Call Settings > Mobility > Answer Confirmation to distinguish whether an incoming call is from your mobile network or fixed line network (your office phone number). When you answer an incoming call from your fixed line telephone number, you will hear an announcement asking you to press any key to confirm answering the call. When the incoming call is not from your fixed line telephone number, you will NOT hear such an announcement.
The “Call Transfer” option must be enabled if you wish to initiate a 3-way conference call. Please note when “Call Transfer” option is enabled, Call Waiting feature of your office phone number will be disabled.
“Play Ring Reminder” option is only available for Infinite Voice users but not available to MobileOffice Plus users.
BCP stands for Business Continuity Plan. If you have turned OFF the Mobility, the incoming call to your office phone number will follow the Call Forwarding (BCP) rule. The default destination is forwarded to your voicemail.
It may be due to the “Number of Rings” in “Call Forward – No Answer” being larger than your mobile phone operator’s value. That means your mobile phone operator’s voicemail is taking the unanswered call before MobileOffice Plus. If you wish to forward calls to your office phone number’s voicemail, we recommend that you try setting a smaller value of “Number of Rings” or enable “Answer Confirmation”. Please check your mobile phone operator about their number of ring values as different mobile operators have different values.
For both iPhone and Android smartphone versions, and under both Internet Call Mode or Mobile Call Mode, you will still be able to receive incoming calls to your office phone number with the App.
*Please note that if you close MobileOffice Plus from iPhone’s multitasking (double-click the Home button) or Android’s recent App list (click the Overview button) under Internet Call Mode, you would not be able to receive calls to your office number until you open the MobileOffice Plus and log in again.
For Android user
Android OS 4 or later that conforms to the following requirements:
For Android user (Android OS 6.0 or above ONLY)
Go to Settings > Privacy and Safety > App Permissions > Contacts, look for “MobileOffice Plus” and disable.
Please note that you must ALLOW (1) make and manage phone calls and (3) record audio in order to make and receive calls via MobileOffice Plus. If you would like to browse your local contacts within MobileOffice Plus, please ALLOW (2) access to your contacts. Summary:
Permission [<item>] | ALLOW permission? | What does it do? |
(1) Make and manage phone calls [Calls] | MUST | Enable phone call via App |
(2) Access your contacts [Contacts] | Optional | Browse your local contacts within App |
(3) Record audio [Microphone] | MUST | Use the device’s microphone for phone call |
(4) Take picture and record video [Camera] | Optional | Not necessary |
Smart & Digital Solutions
IT Outsourcing
Others
Can I use one cheque to settle all accounts under HKBN Enterprise Solutions?
Since the bills are still separated, please pay the bill separately.
Which payee should I use if issue the cheque?
Kindly make sure the cheque is made payable to “HKBN Enterprise Solutions HK Limited” in the future.
Can I pay via your HKBN shop?
The shop currently doesn’t provide payment services for HKBN Enterprise Solutions HK Limited related payments.
Can I deposit the cheque to Bank of China Cheque Deposit Machine?
Bank of China Cheque Deposit Machine currently doesn’t support the payment for HKBN Enterprise Solutions HK Limited (formerly known as WTT HK Ltd) accounts
請聯絡專屬客戶經理或致電客戶服務熱線128180了解貴公司的賬戶情況。
如閣下於最後繳款日前尚未清繳該月之賬單費用,則會被收取逾期繳款費。
如閣下未能收到賬單,而同時是:
閣下亦可以登入「我的戶口」/ MyAccount 查看最近12期之賬單。
需要。詳情可與貴公司的專屬客戶經理聯絡或致電客戶服務熱線128180。閣下亦可以登入「我的戶口」/ MyAccount 查看最近12期之賬單。
有關付款方式,閣下可瀏覽「賬戶服務」選項內之「繳費方法」。
不可以,因便利店店員並沒有閣下的賬戶資料,繳交費用必須要掃瞄閣下賬單上的條碼才可進行繳費。
如閣下已申請電子賬單,是仍然可以接收郵寄賬單的,唯需注意郵寄賬單是會收取費費用。
可向貴公司的專屬客戶經理或致電客戶服務熱線128180索取[賬單收取服務更新表格]。填妥後傳真至3999 7800或電郵至 contract@hkbnes.net。
我可以在香港寬頻「我的戶口」/ MyAccount ,查閱多久以前的香港寬頻月結單?
閣下可經由「我的戶口」/ MyAccount 查閱過去12期的賬單及最近3次的繳費記錄。
我是否可以設定「我的戶口」/ MyAccount 的顯示語言?
可以,客戶只需按頁面右上方的 ENG/ 中文標籤,便可切換中文或英文。
有什麼原因,導致我登入「我的戶口」/ MyAccount 一段時間後,系統自動登出,並要求我再次登入?
為避免「我的戶口」/ MyAccount 頁面在意外閒置情況下洩露了戶口資料予第三方,故我們預設頁面閒置超過15分鐘,系統便會自動登出。
若忘記「我的戶口」/ MyAccount 的賬戶號碼,怎麼辦?
客戶可於登入頁面點擊“忘記賬戶號碼”,並輸入申請服務時登記的電郵地址及選擇賬戶類別申請補發賬戶號碼。如輸入資料正確,系統將會自動發送一封附有賬戶號碼的電郵至該用戶已登記的電子郵箱。
若忘記「我的戶口」/ MyAccount 的密碼,怎麼辦?
客戶可於登入頁面點擊“忘記密碼”,並輸入賬戶號碼、申請服務時登記的電郵地址及選擇賬戶類別。如輸入資料正確,系統將會發送一封附有新密碼的電郵至該用戶已登紀的電子郵箱。客戶重新登入後,應立即轉換新密碼。
我可以更改「我的戶口」/ MyAccount 的密碼及/或登入名稱嗎?
「我的戶口」/ MyAccount 的登入名稱是閣下9位數的賬戶號碼,是不能更改的。而登入密碼則預設為閣下之商業登記証首8位號碼,如要更改,可到「我的戶口」/ MyAccount 的更改密碼功能內作出更新。
如本公司管理「我的戶口」/ MyAccount 的同事有所更新或已離職,該怎辦?
建議閣下聯絡專屬客戶經理或我們客戶服務熱線128180更新相關聯絡資料及更改「我的戶口」/ MyAccount 的用戶密碼。
「我的戶口」/ MyAccount 有甚麼功能?
「我的戶口」/ MyAccount 的主要有3方面的功能,
閣下可經以下途徑查詢合約期:
閣下可經以下途徑查詢合約計劃內容:
在此情況下,服務是不會自動取消的。唯需留意,若服務是處於沒有固定合約期的狀態下被繼續使用,閣下將會被收取相關計劃的正價月費。所以,我們建議閣下於合約完結前辦理續約手續。
閣下可於合約完結前通過以下途徑申請續約:
一般情況,
閣下可聯絡客戶經理了解詳情。如閣下經由「我的戶口」/ MyAccount 於網上進行續約的話,亦可直接致電客戶服務熱線128180查詢。
閣下可聯絡貴公司之客戶經理了解詳情。
如何申請服務?
請致電我們的銷售熱線128-1111作查詢;或於網站留下聯絡資料,我們會有專人儘快與閣下聯絡。
寬頻速度很多時候都未及合約上列明的速度,怎麽辦?
建議閣下可致電客戶服務熱線128180,接通後按 “4”字與我們香港寬頻技術支援熱線同事作進一步查詢。
當我取消香港寬頻的服務後,有器材需要歸還嗎?
若有關器材是由香港寬頻以租借的方式給客戶使用的話,是必須於服務取消日起計的30天內將其歸還至香港寬頻,請聯絡專屬客戶經理或致電客戶服務熱線128180了解收費及作進一步安排。
香港寬頻賬戶的登記人可否更改,是否需要收費?
可以的。請聯絡專屬客戶經理或致電客戶服務熱線128180了解收費及作進一步安排。
如何更改商業客戶地址 / 更改商業客戶地址 / 電話資料?
登入「我的戶口」/ MyAccount,在支援服務內下載有關申請表格,或致電客戶服務熱線128180索取相關表格。填妥後傳真至3999 7800或電郵至contract@hkbnes.net。