Download & FAQ

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.

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.

1. 登記新號碼或攜號轉台的處理時間需要多久?

   一般需時7-10個工作天不等。

2. 甚麼是公平使用政策(FUP)?

   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。

3. 如何翻查自己的通話紀錄及用量詳情?

   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）。

4. 計劃內的數據可否用作網絡共享(Tethering)?

   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。

5. 除了利用自身手機之外，是否有其他方法收聽留言?

   對不起，我們現時暫只支援以閣下的手機撥打138收聽留言。

6. 我是否可於海外收聽留言?

   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。

7. 我可否於留言信箱設立密碼?

   唔好意思，我們現時暫未支援留言信箱密碼功能。

8. 有沒有遙控來電轉駁功能?

   有的，請致電客戶服務熱線128-180替閣下進行設定。

9. 我需要致電客戶服務熱線以解除遙控來電轉駁嗎?

   不需要，閣下可於手機自行解除相關設定。

10. 於漫遊數據日費計劃中，如何計算為一日?

    計劃是以漫遊當地的首都時間計算，由00:00 – 23:59為一日。

11. 香港寬頻流動通訊服務本地網絡是3G或4G?

    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。

12. 於其他經銷商購買的本地儲值卡可否申請轉台?

    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。

13. 假如打出IDD後對方無人接聽，我會否被收取費用？

    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。

14. 可否了解更多有關流動通訊服務計劃—漫遊、IDD及訊息服務的收費詳情?

    請查看以下資料了解更多:

• IDD 001國際長途通話
• 精裝漫遊數據日費計劃
• 漫遊數據日費計劃
• 訊息

1. 登記新號碼或攜號轉台的處理時間需要多久?
   • 一般需時9-12個工作天不等。
2. 大中華區 4G 服務計劃的數據適用於甚麼地區?
   • 適用於香港 ,中國，澳門和台灣。
3. 如何翻查自己的通話紀錄及用量詳情?
   • 客戶可以登入「我的戶口」，於「流動通訊服務」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）。
4. 我是否可以透過短訊(USSD code)查詢已使用的數據用量/通話記錄？
   • 對不起，目前暫時未支援客戶透過短訊(USSD code)查詢已使用的數據用量及通話記錄，但閣下仍可透過My Account（我的戶口）查詢個別流動電話號碼之24小時前已使用之本地數據攜用量及通話記錄。
5. 計劃內的數據可否用作網絡共享(Tethering)?
   • 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。
6. 除了利用自身手機之外，是否有其他方法收聽留言?
   • 對不起，我們現時暫只支援以閣下的手機撥打218收聽留言。
7. 於漫遊數據日費計劃中，如何計算為一日?
   • 計劃是以香港時間計算，由00:00 – 23:59為一日。
8. 香港寬頻流動通訊服務本地網絡是3G或4G?
   • 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。
9. 於其他經銷商購買的本地儲值卡可否申請轉台?
   • 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。
10. 假如打出IDD後對方無人接聽，我會否被收取費用？
    • 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。
11. 可否了解更多有關流動通訊服務計劃—漫遊、IDD及訊息服務的收費詳情?
    • 請查看以下資料了解更多:

• IDD 001 國際長途通話
• 漫遊數據日費計劃
• 訊息

1. What is Infinite Backup – Desktop Plan?
   • Infinite Backup – Desktop Plan is a total data backup solution for SME and home office users to backup mission critical data from desktop and laptop computers via cloud storage to prevent data loss due to virus, ransomware, hardware failure, human error, theft, or any other disasters.
     If you require backup servers or applications like Windows Server, Exchange, MS SQL, etc., please subscribe Infinite Backup – Enterprise Plan instead.
2. Can the backup agent protect more than 1 device?
   • No, only the device in which the backup agent has been installed will be protected. If you wish to protect more than 1 device, you will need to subscribe to additional agents & backup storage.
3. Can “Infinite Backup” back up already opened files?
   • Yes, Infinite Backup leverages Microsoft Volume Shadow Copy Technology to back up opened files
4. Do I need to pay for download traffic from the Cloud for data recovery?
   • No, as data recovery is free, you will not be charged for the download traffic.

1. If I choose to use a self-defined encryption key instead of the default one, what is the minimum length required?
   • The minimum length of self-defined encryption key is 8 characters.
2. Is there any other way or can HKBN provide assistance for data recovery if I lose the encryption key?
   • The key used to encrypt backup data is stored in the protected device only. HKBN does not maintain a copy in the Cloud and has no access rights to the key. Backup data is irrecoverable with the loss of encryption key and HKBN cannot help with recovery of backup data.
3. After configuring the first Backup Set (at Windows User Authentication page), I was prompted to enter another set of user name & password, what does this mean?
   • This set of user name and password is required to facilitate login from your local desktop or laptop.
4. How if I am not asked to login my local desktop or laptop?
   • You will need to establish a set of login name and password for your device before adding Backup Set.
5. What is the default retention period?
   • Under the retention policy, copy of updated files will be kept for 7 days by default. Users can extend the retention period to meet their needs.
6. If I delete a file from my computer, will it be deleted from the Cloud storage as well?
   • The deleted file will not be found in the next backup version but it is still kept in the previous versions (within retention period). Users can restore the file from previous versions when needed.
7. Why is the size of the data transferred for backup not the same as the size of data which I have backed up?
   • All backed up data is compressed and encrypted before being transferred. The size should be smaller.
8. When should I schedule my backup?
   • We recommend scheduling to perform backup every day, during non-business hours.
9. What should I do when the quota has been exceeded?
   • Case 1: New subscription
     • • – reduce the backup size by deleting duplicate copies of files, unwanted files in the local device, or upgrade backup storage
   • Case 2: Exceed backup quota after a certain period of time
     • • – free up backup space by deleting older versions of backup data in the Cloud, or
       • – shorten the retention period to keep minimum versions of backup data in the Cloud, or upgrade backup storage
10. If my laptop is lost, can I restore my files onto another device?
    • Yes, you can restore files to another device by transferring the ownership of backup agent from the existing device to the new device.

1. Which operating systems are supported?
   • Microsoft Windows Vista/7/8/8.1/10 or above
   • Mac OS X 10.7.3 or above
2. What are the hardware requirements needed to install the backup agent?
   • Memory: 2GB (minimum); 4GB (recommended)
   • Disk Space: 500MB (minimum)
3. How long does it take to back up my data?
   • It depends on the size of the data to be backed up. After the first backup, only backup new files and updated files are backed up. While this would take less time to complete, it still affect your backup schedule.
4. Is the backup data encrypted?
   • Yes, backup data is encrypted in the protected device using 256-bit AES algorithm (by default) and sent over a secure SSL link (in transit). The backup data stored in the Cloud remains encrypted (at rest).

1. If I wish to use MobileOffice Plus, what do I need to provide and be aware of?

   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.

2. If my address is not within HKBN network coverage, can I still apply for MobileOffice Plus?

   Yes, No physical installation of telephone lines are needed.

3. How do I change password(s) and email address for Voicemail of MobileOffice Plus?

   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”.

4. If I wish to assign the same MobileOffice Plus account that is used by Staff A to Staff B, what should I do?

   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.

5. Does MobileOffice Plus consume battery when it runs in the background?

   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.

6. How much data is used for a phone call?

   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

7. What devices are not supported by MobileOffice Plus?

   The devices listed below are not supported by MobileOffice Plus at this stage:

   Dell	Venue 8 (BB)
   Asus	ZenFone 2 ZenFone 4 (ASUS_T00I) ZenFone 5 (ASUS_T00J) ZenFone 5 (ASUS_T00J1) ZenFone 6 (ASUS_T00G) ZenFone C ZenFone Zoom ASUS Fonepad 7 LTE (K00Y) Fonepad HD7 (K00E) Fonepad 7 (K012) PadFone Xmini (ASUS-T00S) MeMO Pad 7 ME572C (K007) ASUS Transformer Pad (K010)
   Acer	B1-730 (vespatn)
   Samsung	Galaxy Tab3 10.1 (santos10lte)

1. How would I know if an incoming call is from my MobileOffice Plus fixed line telephone number?

   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.

2. What is “Call Transfer”? Does this affect other features?

   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.

3. What is Play Ring Reminder when a call is forwarded?

   “Play Ring Reminder” option is only available for Infinite Voice users but not available to MobileOffice Plus users.

4. What is BCP? How can I utilize BCP of MobileOffice Plus?

   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.

5. I have set “Call Forward – No Answer” to my office phone number’s voicemail, why is the unanswered incoming call to my office phone number forwarded to my mobile phone’s voicemail instead?

   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.

6. When MobileOffice Plus (signed in) runs in the background, will I be able to receive incoming calls to my office phone number with MobileOffice Plus?

   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.

1. What are the system requirements for smartphones to enjoy MobileOffice Plus?
   For iPhone user
   iOS 8 or iOS 9running on iPhone 4S and later.

   For Android user
   Android OS 4 or later that conforms to the following requirements:

   • Dual-core CPU (or higher)
   • 1 GB RAM (or higher)
   • ARMv7 instruction set
   • Minimum screen resolution 320 x 480
2. What can I do if I do not want MobileOffice Plus to access my local contacts?
   For iPhone user
   Go to Settings and scroll down to look for “MobileOffice Plus”, then disable “Contacts”.
   Or simply log in to MobileOffice Plus, go to Preferences > Caller ID Lookup and turn the feature OFF to stop the App from accessing your local address book to match Call History or Contacts results.

   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.

3. I am an Android user, what should I do when MobileOffice Plus asks to (1) make and manage phone calls, (2) access your contacts, (3) record audio and (4) take pictures and record video?
   This is a new setting in Android OS 6.0 or above only, it is called App permission. Android provides the flexibility for end users to control which Apps have permissions to access and modify information on your device.

   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:

4. 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

5. I am an Android user, what should I do when MobileOffice Plus asks “Do not optimize battery usage”?
   You MUST choose YES in order to allow MobileOffice Plus to run in the background.
6. I am an iPhone user, what type of device access should I set for MobileOffice Plus?
   Go to Settings and scroll down to look for “MobileOffice Plus”. It is recommended that you allow MobileOffice Plus to access all the items: Contacts, Microphone, Notifications, Background App Refresh and Mobile Data.

1. What is IDD 0030?
   • IDD 0030 is an international direct dial service of HKBN.
2. How to use IDD 0030 Service?
   
   • User can first dial 0030 and then press the country code, area code and local telephone number (no area code is required for dialing mobile phone number). If using fixed line telephone/fax, press [#] and if using mobile, press either [OK] or [Call].
3. When can I use after registering IDD 0030 Service?
   • The IDD 0030 service will be activated within 2 days upon successful registration. A confirmation letter will also be sent to customer starting the effective date.
4. If I want to cancel IDD 0030 Service, what should I do?
   • If you are not using IDD 0030 Service and did not dial any telephone number through IDD 0030, we will not apply any charges to you. However, if you decide to cancel the service, please call Customer Service Hotline at 128 180.
5. What should I do if I want to add another telephone number in using IDD 0030 service?
   • You can call Customer Service Hotline at 128 180.
6. What kind of telephone can be used for IDD 0030 Service?
   • All fixed-line telephone/mobile phones can register and use IDD 0030 Service. In other words, any telephone number that starts with 2, 3, 5, 6, and 9 can use IDD 0030 Service.
7. What do you mean by local fixed line number?
   • Local fixed line number can be defined as local home in overseas or company telephone.
8. How to set up the IDD Lock？
   • You can call your dedicated account manager or Customer Service Hotline 128 180 to get the request form.
9. How do I check the charge details of IDD0030 & my usage on IDD ?
   • You can login to MyAccount to view the service details of IDD0030, charge details of making international call to different regions and your IDD usage.